Refund and Cancellation Policy

• You are an institution that pays us for seats or a subscription — sections 2, 3 and 4 apply.
• You are a candidate who paid to sit an exam — section 5 applies, and in most cases you did not pay us.

Where an institution has signed a Master Services Agreement, that agreement governs and this page describes our standard position only.

• Cancel by writing to info@xamina.io from a registered administrator address, or as your agreement specifies.
• Notice takes effect at the end of the current billing period. Give at least 30 days before the renewal date to avoid renewing.
• Access continues to the end of the period you have paid for. We do not cut service off on the day you cancel.
• Annual plans do not refund the unused remainder of the term unless your agreement says otherwise.

Before your access ends you may export your question banks, results and certificates. After termination we retain data for 30 days and then delete it in line with the Privacy Policy.

• A seat is consumed when a candidate is enrolled against a licensed paper, not when they sit it.
• Unused seats are refundable within the window given below, provided none have been consumed.
• Seats do not roll over between terms unless your agreement says so.
• Where a seat is consumed by an administrator’s error and the candidate has not started an attempt, we will return it on request. Tell us within a reasonable time.

Unused-seat refund window: 14 days from purchase. Seats consumed by a started attempt are not refundable, because the paper was drawn and delivered.

• Adding seats mid-term is charged pro rata for the remainder of the period.
• Upgrading a plan mid-term is charged pro rata from the date of the upgrade.
• Downgrading takes effect at the next renewal. We do not refund the difference for the current period.

If we materially reduce functionality you are paying for and do not restore it within a reasonable time, you may terminate and receive a pro-rata refund of fees paid for the unexpired period.

In most cases your money did not come to us.

If you paid a training provider, an awarding body or a college, they set the refund terms and they hold your money. Ask them. We cannot refund a fee we never received, and we cannot overrule their policy.

Where you did pay us directly, our standard position is:

• Cancelling in good time — full refund if you cancel more than 48 hours before your booked sitting.
• Cancelling late, or not turning up — no refund, because the invigilation slot was held for you and could not be given to anyone else.
• A fault at our end — if a platform failure prevented you from completing your attempt, you get a free resit, or a full refund if you would rather. This is our failure and you should not pay for it.
• Failing the exam — not refundable. You bought the sitting, not the result.
• An invalidated attempt — not refundable where the invalidation followed a misconduct finding by your institution. Appeal to them; if the finding is overturned, tell us and we will put it right.

Illness or emergency: contact your organisation. Most operate a mitigating circumstances process, and where they ask us to reinstate a seat we will.

• Institutions: info@xamina.io with the invoice number.
• Candidates who paid us directly: info@xamina.io with your booking reference.

We acknowledge within 2 working days and decide within 10 working days. Approved refunds go back to the original payment method within 14 days.

Unhappy with the outcome? Reply and ask for it to be escalated to info@xamina.io. Consumers keep their statutory rights, and nothing in this policy removes them.