TERMS AND CONDITIONS OF SALE FOR BRITISH COUNCIL ENQUIRY ON RESULTS FOR

IELTS TESTS

1 About these terms

1.1 Welcome to the Online Registration and Payment System (“ORPS”) for IELTS tests and
products delivered to you by the British Council.

1.2 Please take the time to read these terms carefully. These terms apply to applications
through ORPS for the re-marking of your IELTS test results (our “Enquiry on Results” or “EOR”
service). They explain how a legally binding contract between you and the British Council is
entered into for the payment by you and supply by the British Council of the EOR service (the “
Contract”).

1.3 By clicking on the [“I AGREE”] button, you agree to these terms. If you do not agree to
these terms, we cannot process your request for an EOR.

PLEASE PAY PARTICULAR ATTENTION TO THE CANCELLATION TERMS SET OUT IN

2 About the British Council and IELTS

2.1 Information about the British Council and IELTS is set out in the terms and conditions you
agreed to when registering for your IELTS test. That information applies equally to each EOR.
Please click [here] if you would like to re-read that information.

3 Your Representative (if applicable)

3.1 In certain circumstances you may be using the services of a registration agent (“
Registration Agent”) to assist you with applying and paying for an EOR. The relationship
between you and the Registration Agent is governed by a contract between you and them. For
the purposes of concluding a contract with the British Council through a Registration Agent you
warrant and represent to the British Council that the Registration Agent has the requisite
authority to assist you with this process in its entirety. The contract for the EOR will be between
you and the British Council. References made in these terms to “you” shall include your
Registration Agent who is acting on your behalf.

3.2 In certain circumstances you may be applying and paying for an EOR through an
Independent Test Centre (“ITC”) associated with the British Council that delivers IELTS Tests at
venues arranged by the ITC. Any contract between you and the ITC will be governed by a
separate contract between you and them. For the purposes of concluding a contract with the
British Council through an ITC you warrant and represent to the British Council that the ITC has
the requisite authority to assist you with this process in its entirety. References made in these
terms to “you” shall include reference to your ITC who is acting on your behalf.

3.3 Registration Agents and ITCs are referred to in these terms as “Representatives”.

4 About the EOR service

4.1 If you would like to enquire about your test results, an EOR form must be completed on
the ORPS in order for it to be processed.

4.2 You must login to the Test Taker Portal to make a refund/cancellation request within six
weeks after the calendar day of your IELTS test (your “Test Date”).

4.3 You are entitled to request that some or all of your IELTS test results are re-marked if you
submit your request for this service through the ORPS within six weeks from the Test Date. You
can also choose which components (listening, reading, writing and/or speaking) of the IELTS test
you would like to be remarked.

4.4 The re-marking of the test will be carried out by senior assessors employed by the British
Council.

4.5 The British Council will notify you of the outcome of your EOR

4.6 The outcome will normally be available between 2 to 21 days after you receive your Order
Confirmation (referred to in paragraph 6.6), depending on several factors including the number of
sections requested for the re-mark.

4.7 If you do not receive a response within 28 days regarding your EOR, please contact your
test centre to request an update.

4.8 You will receive an EOR outcome letter stating your final result status which can be
accessed by logging in to the Test Taker Portal.

4.9 If your results changed due to the EOR, you will need to return the copy of your
previously-issued results form (your “Test Report Form” or “TRF”) before a new one can be
issued by your test centre.

4.10 You can request up to two other personal copies of the new Test Report Form in the event
of loss or damage.

4.11 The Test Report Form will be issued in your name as it appears on the identity document
used at registration. If you find that your personal details are incorrect on the Test Report Form,
please contact the test centre where you took the test. Documentation must be provided to verify
the correct details. If you change your name after receiving your Test Report Form, the name will
not be changed on the Test Report Form.

4.12 Your result may not be issued within 21 days if the IELTS test partners decide that it is
necessary to review any matter associated with your test or the administration of your test. To
assist any investigation, you may be required to provide writing and speaking samples. In
exceptional circumstances, you may be required to re-take one or more IELTS components.

4.13 Your result may be cancelled after it has been issued if any irregularity is identified. You
may be required to re-take one or more IELTS components.

4.14 Your result will be disclosed to the educational institutions, governments (including visa
processing authorities), professional bodies and commercial organisations that recognise IELTS
scores (“Recognising Organisations”) which you nominated in your application or to which you
applied with your Test Report Form, for the purpose of allowing those organisations to verify the
result or to carry out any enquiries in relation to suspected malpractice.
4.15 If any of the data on the Test Report Form provided by you or your partner to Recognising
Organisations has been altered in any way, your original test result may be cancelled.

5 Payment for an EOR

5.1 You will be charged a set fee for the EOR. The fee is the same regardless of whether you
request a re-mark of all test sections or some test sections.

5.2 You must pay the EOR fee in order for the request to be processed. Payment can either be
made online or offline.

5.3 For offline payments, you must adhere to the EOR payment window displayed on the
ORPS and ensure that the payment is settled within six weeks of the Test Date.

5.4 You will receive a refund in full if there is a change in your result(s) to a higher band score.
However, if the re-mark shows no change in the original band score, you will not be eligible for a
refund.

5.5 All prices for an EOR offered through the ORPS will be displayed on the ORPS. All prices
quoted include applicable taxes and charges incurred by the British Council for use of debit or
credit cards unless otherwise stated. You may incur additional charges for the use of debit or
credit cards from your provider and such charges are in addition to the advertised price. Prices
may change from time to time, but this will not affect any request which has been confirmed by
an Order Confirmation. Your Representative may make additional charges to you for certain
products and services and your Representative should make this clear to you as well as what
applicable taxes and charges you may incur through placing an order through them.

5.6 Payment can be made by credit or debit card (or any other payment method permitted by
the ORPS such as gift vouchers) as explained in the order process. In all cases the British Council
treats payment as confirmation that the person using the credit or debit card is the person
authorised to use such credit card or debit card.

5.7 Payments by credit or debit card are processed immediately via the payment processor
over a secure link. No card details are held by the British Council.

5.8 For the avoidance of doubt, until you/your Representative has paid for the EOR in full, or,
in the case of certain ITCs, provide evidence that the ITC has received your payment for the
Enquiry on Results, the British Council will not proceed with re-marking any of your IELTS Tests.
No contract will have been formed between you and the British Council until the British Council
has sent you the Order Confirmation following receipt of payment for the EOR.

6 How the Contract is formed

6.1 The pages of the ORPS will guide you/your Representative through the steps you need to
take to request an EOR for yourself or your child/dependent. The order process allows you to
check and amend any errors before submitting the order.

6.2 By submitting a request you confirm that you are at least 18 years of age and are
submitting the request for yourself or on behalf of another such as a child/dependent. Under 18s
who would like to request an EOR should ask their parent or guardian to submit an order on their
behalf. If a Representative is assisting you to submit a request on behalf of yourself or your
child/dependent see paragraph 3 for further information about how the contracts are formed
between you and the British Council.

6.3 Once you/your Representative have submitted your request you will receive an order
acknowledgement email stating that the British Council has received your order and is processing
it.

6.4 The British Council will need to receive payment for your request, or in the case of some
ITCs evidence that you have paid the ITC for your request. In relation to an EOR this may be
submitted by you/your Representative via the ORPS or other payment methods may be available
which you/your Representative will be made aware of. Where payments are made through the
ORPS, once the payment processor receives a legitimate payment for the EOR into its designated
bank account, a payment receipt acknowledgement will be emailed to you/your Representative.

6.5 An order confirmation email (“Order Confirmation”) will be sent to you when the British
Council has reviewed and accepted your request for an EOR and has received the requisite
payment or, in the case of certain ITCs, evidence of your payment to the ITC has been uploaded
onto the ORPS.

6.6 The Order Confirmation confirms the British Council’s acceptance of your request and the
Contract will only be formed, and become legally binding, when the Order Confirmation is sent to
your nominated email account. For the avoidance of doubt the Contract will be between you and
the British Council for the relevant EOR.

7 Duration of the Contract

7.1 Unless cancelled earlier in accordance with these terms, the Contract will terminate once
you receive a letter stating your final test results and any refund due to you (if applicable), at
which point the obligations set out in these terms shall cease.

8 Cancellation by the British Council

8.1 The British Council may cancel the Contract if the British Council is unable to provide the
relevant EOR in full due to a reason beyond its reasonable control. If the British Council cancels
the Contract in these circumstance you will be entitled to receive a full refund of the price paid.

9 Cancellation by you

9.1 You may cancel your EOR at any time prior to confirmation of your re-marked test results.
Your right to receive a refund will depend on how many days have passed since the Order
Confirmation.

9.2 Cancellation within 14 days: If you cancel your EOR within fourteen calendar days after
the date of your Order Confirmation for the relevant EOR (“Cancellation Period”) you will receive
a 75% refund. The British Council will retain 25% of the fee to compensate for the proportion of
the work that will have been done after you requested the EOR.

9.3 Cancellation after the 14 day Cancellation Period: If you cancel your EOR more than
fourteen calendar days after the date of your Order Confirmation you will not be entitled to any
refund.
9.4 Exercising your rights: To exercise the right to cancel, you must provide the British
Council with a clear statement of your decision to cancel your EOR. You can do this through the
ORPS.

9.5 You may provide the necessary clear statement by using the model cancellation form set
out at the bottom of these terms, but you do not have to do so.

9.6 IMPORTANT NOTE: When you receive your Order Confirmation, the British Council will
start work on your EOR. In submitting an application for an EOR, you acknowledge that:

(a) you are expressly requesting the EOR service begins within 14 days; and

(b) you will lose your right to cancel the Contract when you receive a letter stating your final
test results – at that point the EOR service will have been fully performed.

9.7 Refunds: Any refund that you are entitled to (as explained above) will be paid by the
British Council within fourteen calendar days after you notify the British Council of your decision
to cancel your EOR.

9.8 The British Council will make the reimbursement using the same means of payment as you
used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will
not incur any fees as a result of the reimbursement.

9.9 In the event that local consumer protection law in the country in which you request the
EOR provides for cancellation rights which are more favourable to you than the rights set out
above, those local consumer protection laws will apply.

Annex A:
Model cancellation form

To the British Council:

I hereby give notice that I cancel my contract for the supply of the following service: Enquiry on
Results (EOR)

Ordered on: [please provide the date you applied for an EOR]

Name of consumer: [please provide your name]

Address of consumer: [please provide your address]

Signature of consumer (only if this form is notified on paper):

Date