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Touchstone Institute Exam Cancellation & Refund Policy
Please note: Touchstone Institute exam policies do not necessarily apply to assessments conducted on behalf of other organizations.
Policy
Touchstone Institute Exam Cancellation Policy
- Any cancellation or change will result in an exam-specific administrative fee, unless it is within our exceptional circumstances policy.
- Cancellations made after the refund deadline will not be entitled to a refund.
- Examinees who fail to show up on exam day will not be entitled to a refund.
- Refunds can only be processed on the credit card that was used at the time of registration. We do not issue refund cheques.
- We do not offer date exchanges for scheduled exam dates. To change the date of your exam you must cancel and re-register for another exam date.
If you are requesting a cancellation and full refund due to an exceptional circumstance, you must complete an Exceptional Circumstance Exemption Request Form as soon as possible, prior to or after the scheduled exam date.
Please note: Touchstone Institute exam policies do not necessarily apply to assessments conducted on behalf of other organizations.
Exceptional Circumstances
Exceptional Circumstances Review
Touchstone Institute enforces a strict cancellation policy for all exams. In the event that you are affected by exceptional circumstances that will prevent you from attending your exam, you may use the below form to appeal for a full or partial refund.
By completing the below form, you are asking for your absence/cancellation to be considered for Exceptional Circumstance review. Decisions will be made within 15 business days in writing.
Process for filing a request for consideration:
- Complete this form
- Obtain supporting documentation (see examples below)
- Attached supporting documentation to this form
*Only fully completed forms with supporting documentation will be considered for review
Eligible Exceptional Circumstances And Supporting Documentation
| Serious illness which prevents you from attending an examination, or recent exposure to a communicable disease | Letter or certificate that addresses your specific situation/ circumstance |
| Legal matters | Letter from court or lawyer |
| Bereavement | Death certificate/notice, supporting evidence of effect of bereavement from doctor or counsellor |
| Travel disruption - flight cancellation | Official flight cancellation notice from the airline |
| Unexpected test centre closure | No documentation required |
Examples of circumstances that are not considered "Exceptional":
- A minor ailment such as a headache
- Misreading the date and time on your examination invitation
- Over sleeping/alarm didn't go off causing you to be late or miss your examination
- Work - paid or voluntary
- Lack of ability to study
- Unpreparedness for your examination
- Travel or holiday plans
- Inability to secure child care
