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Test Candidates

Refunds

What can be refunded, what cannot, the window it has to happen in, and how to ask.

Last updated 21 September 2026

Prepaid packs

The prepaid packs on the billing page, each showing the number of candidates it contains.

Unconsumed candidates from a purchase can be refunded within a window after that purchase. Consumed candidates cannot.

Two things follow from that.

The clock runs from the purchase, not from when you started using it. A pack bought in January and first used in June is long outside the window by then.

Only the unused part. If you bought a pack and have already spent part of it on real candidates, those candidates were delivered and are not refundable. The remainder may be.

If a pack was clearly a mistake, say so straight away rather than waiting to see whether you will need it. The window is measured in weeks, not months.

Pay-as-you-go usage

Usage is invoiced in arrears for results that actually unlocked, so there is normally nothing to refund: you were charged for candidates you received.

The exception is a genuine error, such as a duplicate charge or a candidate counted twice. Email us with the invoice number and we will look.

What is not a refund case

  • A candidate you did not want to assess. Once their result unlocked, the candidate was delivered. Removing them from the assessment afterwards does not reverse the charge. See remove a candidate or an invitation.
  • A candidate who only completed one test. They counted on that test, and that is how the charge works. See when a candidate is charged.
  • A role that was cancelled. Unused prepaid candidates never expire, so they are there for the next role.
  • Changing your mind about the size of a pack, outside the window.

How to ask

Email support@testcandidates.com from an address on the account with:

  • the invoice number,
  • what you are asking to be refunded,
  • what happened.

We will tell you what is possible before anything is processed. A refund is returned to the card that paid, which can take a few working days to appear on your statement after we process it.

Avoiding the question

  • Buy a pack sized for candidates you will actually assess, not applicants. Because the balance never expires, buying slightly short and topping up later costs you very little.
  • Check your assessment works, with the preview, before you invite anyone.
  • Remember that inviting is free. Nothing is spent until someone completes a test.