Issued by 123 Global Education Limited
Company Number: 15584701
Registered Office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ
 

Effective Date: 04/03/2026
 

1. Cooling-Off Period (Digital Services)
 

Under UK consumer law, customers purchasing online services are entitled to a 14-day cooling-off period.

However, STEP-UK assessments are classified as digital services delivered electronically.
 

Refund eligibility depends on whether the test licence has been accessed.
 

2. Refund Before Access (Within 14 Days)
 

A refund may be issued if:
 

• The request is made within 14 days of purchase
• The candidate has not accessed the test platform
• No test session has been started
• No credentials have been used
 

In such cases:
 

• A refund will be issued
• A 5% administrative and payment processing fee will be deducted
 

3. No Refund After Access
 

Once a candidate:
 

• Logs into the testing platform
• Uses access credentials
• Starts a test session
• Downloads materials associated with the test
 

The licence is considered used.
 

No refund will be issued after access, even if the test is not completed.
 

This applies regardless of performance, outcome, or personal circumstances.
 

4. No-Show Policy (Proctored Tests)
 

If a candidate fails to attend a scheduled proctored session:
 

• Refunds are not automatic
• Requests will be reviewed on a case-by-case basis
• Decisions are made at the sole discretion of 123 Global Education Limited
 

Repeated no-shows may result in refusal of future bookings.
 

5. Technical Issues
 

Refunds or rescheduling will only be considered where:
 

• The issue is proven to be caused by our testing platform
• The failure is directly attributable to system malfunction on our side
 

Refunds will not be issued for:
 

• Candidate device failure
• Internet connectivity problems
• Browser incompatibility
• Firewall restrictions
• Failure to follow technical instructions
 

Candidates are responsible for ensuring their equipment meets the published technical requirements.
 

6. Certificates
 

E-certificates are issued electronically.
 

• Replacement certificates are issued free of charge upon verification of identity
• Amendments to personal details after issuance incur a £10 administrative fee
 

Changes to name spelling must be supported by official documentation.
 

7. Chargebacks & Payment Disputes
 

Where a chargeback is initiated after test access has been granted:
 

• The certificate may be invalidated
• Results may be suspended
• Access to future services may be restricted
 

Fraudulent disputes may be pursued legally.
 

8. How to Request a Refund
 

Refund requests must be submitted in writing to:
 

support@step-uk.com
 

Requests must include:
 

• Full name
• Order reference
• Date of purchase
• Reason for request
 

We aim to respond within 5–10 working days.