Customers will be able to reschedule their own appointment with no fee any time up to 48 hours before the scheduled test, subject to appointment availability.

Late arrival

• Applicant is considered late if they are not onsite and ready to begin within 10 minutes after the scheduled appointment time.

• If the applicant arrives late but the examiner determines the test can still be completed without affecting later appointments, the examiner may proceed.

• Proceeding after late arrival is 100% at the examiner’s discretion.

• If the applicant arrives too late for the test to be completed, the appointment is forfeited and no refund will be issued.

No-show

• A no-show occurs when the applicant is not onsite within 10 minutes after the scheduled appointment time.

• No-shows forfeit the full appointment fee.

• No refund will be issued.

Wrong location

• Customers will receive the testing location address and Google Maps link by email after scheduling.

• If possible, the CRM/scheduling system should also text the address and Google Maps link.

• Going to the wrong location does not excuse late arrival or no-show.

Parent/guardian requirement

• If a parent or legal guardian is required and is not present, the test cannot be administered.

• This is treated as a document/eligibility failure and no refund will be issued.