Rescheduling/Canceling, Refund, and Absentee/No Show Policies

Rescheduling/Canceling Policy

All requests for changes/cancelations must be submitted online, by logging into your account, at least 24 hours before your testing appointment. No changes/cancelations can be made by phone. See "Changing/Canceling Your Registration" for instructions on how to request a change.

If you do not remember your log-in information, select "Confirm or Modify Registration" and follow the links to retrieve your username and/or password. If you experience technical difficulties while attempting to reschedule or cancel your appointment, call FTCE/FELE Customer Service at (866) 613-3281 (toll free) or (413) 256-2893, 8:00 a.m. to 6:00 p.m. eastern time, for assistance.

Refund Policy

Refunds for your test fees are provided for cancelation requests submitted as indicated above, 24 hours prior to your testing appointment. (Refunds are not provided under any other conditions.) Please note: If you have registered for a test that is scheduled to begin within 24 hours, that appointment cannot be canceled or rescheduled, and no refund or transfer of fees will be provided except as presented in the "Absentee/No Show Policy" below.

Late Arrival Policy

You should arrive at the test site 30 minutes before your appointment time. If you arrive even a few minutes late for your scheduled test, the test site may not be able to accommodate you. Late examinees will be marked "No Show" and will not receive a refund or transfer of fees, except as noted in the "Absentee/No Show Policy" below.

Absentee/No Show Policy

If you fail to take, retake, or complete a test for which you are registered on a scheduled test date, no fees or charges will be refunded; however, there are two conditions under which a test registration may be transferred to a subsequent administration:

Illness or injury of the examinee or a member of the examinee’s immediate family that prevents the examinee from taking the test
Death of a member of the examinee’s immediate family within 15 days before the test date

The term immediate family is defined as the examinee’s spouse and the grandparents, parents, brothers, sisters, children, and grandchildren of both the examinee and the spouse. To request a transfer, send the following to FTCE/FELE Customer Service at the address listed in "Contact Us":

A letter specifying which of the above listed conditions prevented you from taking the test

and

In the case of illness or injury, a signed letter attesting to the illness or injury from a medical doctor, physician’s assistant, or nurse practitioner on official letterhead stationery. Letters written on prescription forms are not acceptable; however, “return to work” authorization letters are acceptable as long as they include an "out of work" date range inclusive of the testing date.
Or, in the case of a death, a dated newspaper obituary or a dated funeral program stating your relationship to the deceased.

The letter and the documentation of illness, injury, or death must be received by FTCE/FELE Customer Service within 30 calendar days (including weekends and holidays) after the missed test date.

If you are experiencing flu-like symptoms, including fever, you should not report to your testing appointment. For additional information, see the Flu/Pandemic Policy.

Cancelation Due to Severe Weather

In the event that it becomes necessary to close a test site due to severe weather conditions or a natural disaster (e.g., flood, fire), FTCE/FELE Customer Service will notify examinees by telephone and/or e-mail. You will then be contacted to reschedule your test appointment.

If you miss an appointment that has not been officially canceled due to a test site closing, you will be considered absent and will not receive a refund or transfer of fees, except as noted above in "Absentee/No Show Policy."

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