I scheduled a test for January 17, 2026, and canceled on January 3, 2026, well within the cancellation policy guidelines. According to the policy, a full refund is issued if canceled at least 14 days before the test, while a 50% refund applies if canceled between 13 and 8 days prior. Since my cancellation was exactly 14 days before, I expected a full refund but only received 50% (AU$237.50). When I reached out to the support team, they reiterated the policy, which clearly states I should receive a full refund. Given the current circumstances, losing half of the test fee feels unjust, especially since I was trying to adhere to the policy. This cancellation was an error, and I intend to rebook for the same date. I respectfully ask the company to grant a full refund and assist me in rebooking the test. I urge the company to review this situation and clarify how the refund amount was determined, as the policy wording indicates my cancellation should qualify for a full refund.
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