Rescheduling and Cancelling

Tests can be cancelled for a full refund as long as you give appropriate notice.  If you miss the cancellation deadline, your test fee will not be refunded.  

Tests can be rescheduled without charge as long as you give appropriate notice.  If you miss the deadline for rescheduling, you will need to pay a further fee for a rescheduled test.

You cannot cancel or reschedule an appointment by email.

How do I reschedule or cancel my test?

You can reschedule or cancel your test centre appointment through your web account or by phoning Customer Services up to 24 hours before your appointment time.* 

*Once web booking closes (noon BST on 22 September) you need to phone Pearson VUE Customer Services (+44 (0) 208 616 5106) to reschedule or cancel your test.  You still need to give the appropriate amount of notice taking into account the helpline opening hours (Monday to Friday from 08:00 to 17:00 UK time).  For example, if your test centre appointment is on a Monday at 10:00, in order to reschedule or cancel (without losing your fee), you need to contact Pearson VUE Customer Services before 17:00 (UK time) on the preceding Friday. 

What happens if I miss my test? (No-shows)

If you miss your test for any reason, the appointment will count as a 'no-show' and you will not be eligible for a refund or a free reschedule. 

This applies in cases of:

  • Illness, family emergency, accident, arrest, transport problems and security alert as well as forgetfulness and lateness.
  • Presenting inadequate or invalid identification.

These rules equally apply to candidates who have used a bursary voucher to pay for their test.