Legal
This page explains what happens if you need to move or cancel an appointment, and what happens to the money you have paid. It sits alongside the booking document you complete before your examination; if the two ever disagree, the booking document is the one you have signed.
If you need to move your appointment, you must give us at least 48 hours’ notice, and the new date must fall within 21 days of the original booking date. The booking fee can be transferred to the new appointment provided that 48 hours’ notice was given, and the transferred fee must be used within 14 days of the amended booking date. We would always rather move an appointment than have someone attend when they are not ready.
Cancelling entirely also needs at least 48 hours’ notice. The booking fee of £150 per examinee is non-refundable: it covers the examiner’s time being set aside and a slot that can no longer be offered to somebody else. If you cancel with less than 48 hours’ notice, or do not attend, all fees you have paid are retained. Where a refund is due, it goes back to the card or account you paid from, normally within 14 days.
Because you book online, you also have a separate legal right under the Consumer Contracts Regulations 2013 to cancel within 14 days of making the booking, and to receive a full refund — including the booking fee. This right exists regardless of anything above.
There is one qualification, and we would rather be plain about it. If your appointment falls inside that 14-day window, the examination can only go ahead if you ask us to begin before the 14 days are up. If you then cancel, we may keep a proportionate amount for what has already been done, and if the examination has been carried out in full the right to cancel no longer applies.
To use this right, just tell us — email or phone is fine, using the details on our contact page. You do not have to give a reason.
If you do not attend, and have not given us 48 hours’ notice, all fees paid are retained. The notice period is what gives the examiner a realistic chance of offering a two-hour slot to somebody else. If something has gone wrong and you cannot get to us, ring as early as you can — we would always rather move an appointment than lose it.
If we cancel or cannot carry out your examination for any reason on our side, we will offer you the next available appointment or a full refund of everything you have paid, whichever you prefer.
Occasionally an examination cannot proceed — for example if the examinee is unwell, has taken something that affects the recording, or decides they do not want to continue. Where the examination cannot proceed because of something the examinee did not disclose — alcohol or drugs in the previous 24 hours, or a condition we were not told about — fees paid are retained. Where you told us everything and it still cannot go ahead, we rebook you or refund you. Withdrawing consent is always the examinee’s right and we will never pressure anyone to continue.
Last updated: October 2026.
No pressure and no judgement. Ask a question first, or book a test when you are ready. Everything you tell us stays between us.