Table of contents 8 sections
Information
Terms Applicable to a Transaction
Use the terms on the program, schedule, booking, or checkout page that applied when the transaction was made. Earlier bookings follow the accepted terms unless a mandatory service or partner change is communicated to the participant.
Information
Handling by Service Type
Scheduled TOEFL ITP® Online
Refund and reschedule eligibility follows the applicable CIE session terms and the details displayed and accepted at booking. No general deadline or administration fee applies unless stated in the transaction.
Courses and guidance programs
Eligibility follows the package terms, request timing, class status, available seats, and costs already committed to the service.
Digital tests and certificates
Payment may become non-refundable after digital access is used, a test begins, a result is issued, or PDF/print/legalization/shipping processing starts. The accepted transaction details control.
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Overpayment or Duplicate Payment
An overpayment or duplicate payment may be submitted for review. Follow-up is communicated after the transaction and payment record have been verified.
Information
Service Cancellation or Change
If a TENAFL service cannot be provided, the participant is offered a refund, reschedule, or another appropriate resolution based on transaction status and program terms. Available options are sent through the participant contact channel.
Information
Technical Issues
A service issue is reviewed using the incident time, service status, and relevant evidence. If it originates from the service, the remedy may include restored access, a retake, rescheduling, or another appropriate solution. Participant device, electricity, browser, or network issues do not automatically create a refund right.
Information
How to Submit a Request
The available resolution is communicated after transaction data, service status, program terms, and supporting evidence have been reviewed.
- Contact an official channel with the participant name and booking number.
- Describe the request and timeline clearly.
- Provide payment proof and supporting evidence through the secure channel directed by support.
- Never send a password, OTP, or card secret.
Frequently asked questions
Refund and Reschedule FAQ
Can every transaction be refunded?
No. Eligibility depends on the service type, access or processing status, and accepted transaction terms.
What is the deadline or reschedule fee for TOEFL ITP?
Check the terms shown at booking. A deadline or fee applies only if stated and accepted for that transaction.
What if I paid twice?
Contact official support with the booking number and payment evidence so the excess transaction can be reviewed.
Does a new policy apply to an older booking?
An older booking follows the terms accepted at transaction, unless a mandatory service or partner change was communicated.
References