Refunds, Reimbursements and Appeals (North America and Latin America Only)

(Appeals North America only.)

Our goal is to provide a quality examination and pleasant testing experience for every candidate. If you are dissatisfied with either and believe we can correct the problem, we would like to hear from you. We provide an opportunity for general comments at the end of your exam. Your comments will be reviewed by our personnel, but you will not receive a direct response.

Refunds and Appeals will be handled by separate committees.

RESCHEDULING
If you need to be rescheduled due to site closure; inclement weather; or your exam did not launch or download, please contact Candidate Care at 1-800-853-6769.

REFUNDS AND REIMBURSEMENTS
If you are requesting a refund of your exam fee or reimbursement for expenses unduly incurred, please click on one of the links below to our online refund request form or our online reimbursement request form.  The refund form can be submitted electronically.  The reimbursement form must be mailed with copies of receipts to the address below:

Prometric
ATTN: Refund Committee
1260 Energy Lane
St. Paul, MN 55108

• A refund is defined as a repayment of a candidate's fee, either partial or full.  Click here to request a refund.
• A reimbursement is defined as a repayment to a candidate for monies spent or expenses incurred unnecessarily.  Click here to request a reimbursement.

The Refund Committee will review requests and email decisions to candidates within 4 business days of receipt unless further research and/or documentation are required.  Refund and reimbursement requests made via phone will not be accepted.

NOTE: If you are requesting a refund for AHIMA, CPA, ETS, or FINRA exam fees, please contact these organizations directly.

APPEALS
If you are requesting a response concerning the exam content, registration, scheduling or test administration (testing site procedures, equipment, personnel, etc.), please submit an appeal in writing.

Your appeal letter must include:

1. Your name
2. Your Social Security number
3. Exam title
4. Date tested
5. Details of your concern, including all relevant facts
6. Your signature and return address

NOTE: If you are appealing a CPA exam, please contact NASBA directly.

Mail your appeal letter to:

Prometric
ATTN: Appeal Committee
1260 Energy Lane
St. Paul, MN 55108

The Appeal Committee will review your concern and send you a written response within 10 business days of receipt. Faxed appeals will not be accepted, as an original signature is required.