Overview
At SmarterServices, we strive to provide a fair and transparent refund process. Below you will find the specific guidelines for general exams and DMV-specific testing.
In this article, you will learn:
General Exam Refund Policy Details
DMV Exam Refund Policy Details
General Exam Refund Policy Details
SmarterServices gladly offers refunds to students for exams under the following conditions:
Eligibility Criteria
Student Cancellations: The student has not taken the exam due to dropping the class, needing to reschedule (at a testing center or for medical reasons), or manual cancellation by the student.
Faculty Requests: An instructor or administrative faculty member cancels the exam and requests a refund on the student's behalf.
Technical Issues: An internet or server outage occurs that requires students to reschedule or retake exams.
Billing Errors: A student is charged twice for the same exam.
Extenuating Circumstances: Refunds are granted for family or medical emergencies, scheduled medical procedures, or bereavement time.
Requirements & Deadlines
Written Request: Students must request a refund in writing by emailing SmarterServices support at [email protected]
Time Limit: Requests must be made within six (6) months of the exam being offered.
Proctor Site Payments: If a proctor collects payment on-site for an exam already paid for via SmarterProctoring, we will refund the student and adjust the proctor's account to prevent double payment.
Non-Refundable Scenarios
Refunds will not be issued if you do not show up for your session.
Note: Please reach out to support immediately if you experience technical issues or need to reschedule.
DMV Exam Refund Policy
Note: Under no circumstances will a partial refund be issued for a DMV exam.
Cancellation & Rescheduling
More than 24 hours notice: Testers may cancel or reschedule with no penalty.
Less than 24 hours notice: Testers must contact support for all requests.
Refunds for Technical Faults
A refund or reschedule is permitted within the 24-hour window if:
The tester experiences technical issues that are not their fault.
The tester is unable to get past the utility app while on a computer.
The tester's internet becomes unstable during the exam.
Non-Refundable DMV Scenarios
Refunds will not be issued for failure to meet clearly stated expectations, including:
No Show: Not logged onto the site within 15 minutes of the start time.
Invalid Equipment: Attempting to test with a cell phone, tablet, Chromebook, or unauthorized headphones/earbuds.
Missing Identification: Arriving for an appointment without a valid ID.
Wait Period Violations: Failure to comply with the 3-day waiting period for retesting.
Policy Violations: Any refusal to comply with DMV rules, regulations, or testing procedures.
Age-Bracket Errors
If a DMV tester is scheduled for the incorrect exam based on their age:
The session must be canceled and refunded.
The tester must re-register for a new session using the correct Date of Birth (DOB).
Support will be notified by the proctor in these instances.