Refund & Cancellation Policy
Cancellation, cooling-off, assessment, rescheduling and refund rules for certification services.
1. Statutory rights come first
This policy does not remove cancellation, refund or remedy rights that apply under mandatory consumer law. The legal result depends on the customer, location, service and stage of performance.
2. Distance-service cooling-off
Where the UK Consumer Contracts Regulations apply to a service purchased at a distance, a consumer will usually have a 14-day cancellation period beginning after the contract is made, subject to the regulations and any applicable exception.
3. If you ask us to start early
If you expressly request that a service starts during an applicable cancellation period, United Knowledge Group may begin the requested work. If you then cancel within the statutory period, the amount payable/refundable may be calculated proportionately for the service supplied up to cancellation where the law permits. If the service has been fully performed after the required request and acknowledgement, the statutory right to cancel may end as provided by law.
4. Before substantive processing
Where no substantive service has begun and a valid cancellation right applies, the normal outcome is a refund of the amount required by law. Any deduction must have a lawful basis and must have been properly disclosed.
5. Assessment attempts and personalised work
Starting or completing an examination does not create a blanket contractual rule that overrides statutory rights. Outside any mandatory cancellation right, scheme-specific commercial terms may make consumed assessment attempts, completed identity/evidence reviews, reserved exam capacity, completed practical assessments, issued credentials or personalised documents non-refundable where this is fair, transparent and lawful.
6. Unsuccessful assessment
Failure to meet the certification standard does not, by itself, create a right to a refund. Retake rules and fees are governed by the applicable scheme and checkout information.
7. Rescheduling and technical failure
Candidate-requested rescheduling is subject to the disclosed appointment rules. If a verified United Knowledge Group platform failure materially prevents a scheduled assessment, the primary remedy may be restoration of the service, a replacement attempt or rescheduling; any refund entitlement is considered under the contract and applicable law.
8. Requesting cancellation or a refund
Submit the request through the Candidate Centre or the official contact channel with the application/order reference. United Knowledge Group may request information needed to identify the transaction and determine the stage of service performance.