Terms and Conditions

Key Things to Know Before Booking

Please read this summary carefully. It highlights the most important conditions that apply to all bookings. Full details appear in the sections below.

At a glance — important conditions
Non-refundable booking fee:  All test appointments include a $100.00 (incl. GST) non-refundable booking fee. This fee is retained under all circumstances — including cancellation, rescheduling, illness, or failure to attend.
Cancellation window:  You must notify us by 9:00 am, at least 10 business days before your test date to receive any refund of fees paid beyond the $100 non-refundable booking fee.
Rescheduling fee:  Rescheduling with less than 10 business days’ notice incurs a $100 administration charge.
Identification:  You must present your passport on test day. An Australian driver’s licence may be accepted as an alternative.
Results:  Results are ready 10 business days after the test and are posted to the address on your application form at this time.
Business days:  Our Brisbane office is open Tuesday to Friday, excluding Queensland public holidays.

General Terms

We reserve the right to change, modify, add or remove portions of these terms and conditions at any time. Please check these terms and conditions regularly prior to booking an appointment to ensure you are aware of any changes. Where changes are significant or substantive, we will endeavour to highlight these changes to you. These terms are governed by the laws of Queensland, Australia. Any disputes arising from these terms or from any services provided by ISLPR Language Services will be subject to the exclusive jurisdiction of the courts of Queensland.

Communications: ISLPR Language Services conducts all or most of its communications via email. It is your responsibility to check your email inbox thoroughly. We do not accept responsibility for emails that are filtered to your junk or spam inbox. Please ensure you have our two main email addresses saved to your contacts list:

Acceptance of ISLPR®: It is your responsibility to check whether the institution or organisation to which you are applying will accept the ISLPR® and what conditions they set. It is your responsibility to confirm which test you should be doing prior to applying and paying.

Part tests: You may take a part test (i.e. one, two or three skills) but if you plan to combine results from different testing systems (e.g. ISLPR® and IELTS) or from ISLPR® tests taken on different occasions, you should check with the institution whether they will accept combinations and what conditions they set. NB: Separate certificates will be issued for ISLPR® tests conducted on different days. Results from different tests cannot be combined into one certificate.

Re-tests: If you wish to repeat a full test or to be re-tested in any skill(s), we recommend that you wait at least four weeks from the date of your previous test to allow your language to develop. You will need to sign a waiver if you choose to redo the test sooner.

Results: Results for tests conducted at any of our centres (Brisbane, Sydney, Melbourne, Adelaide, Auckland) are ready ten business days after the test. Results are posted after ten business days unless alternative arrangements have been made.

The statement of results will be posted to the mailing address that you have written on the application form. If you wish to collect your results in person, you must advise our Administration Officer on the day of your test. If you wish to make a special arrangement (e.g. a friend to collect the results), you must discuss this with the Administration Officer before the test.

As per QCT policy, all results for teacher registration tests in Queensland will be sent to QCT after the test. As per the New Zealand Teaching Council policy, all results for teacher registration tests in New Zealand will be sent to the New Zealand Teaching Council. For all other locations, results will be shared with the relevant registration board unless otherwise requested by the candidate. If you wish to prevent discretionary sharing of your results with a third party, you must notify our Administration Officer in writing before your test date.

If an end-user (e.g. university admissions, teacher registration authorities, employers) requests a copy of your results for verification purposes, we will verify the results as required by law or by our obligations to that body.

Postage and Lost Certificates: Once a certificate has been dispatched, it is the responsibility of the postal system and ISLPR Language Services cannot accept responsibility for, or cover the cost of, lost items.  Express postage or registered post can be arranged on request and will be charged accordingly. If your certificate is lost in transit, you may request a reprint by contacting our Administration Officer. A reprint fee applies. Reprints are available for up to five years from the original test date

Life of results: We recommend that results for any skill should be valid for 12 months from the date the skill was tested. Some institutions extend this to 24 months. Please confirm the acceptable timeframe with your end-user.

Re-checks: If you are not satisfied with your results, you may apply for a re-check of one or more skills within four weeks of the test date. Re-check application forms are available from our Administration Officer. A re-check fee applies and will be advised at the time of application. Re-checks are conducted by an independent accredited tester. Re-check results are final and binding. You will be notified of the outcome within ten business days of your re-check application being accepted.

Tutorials: Individual tutorials are available to help you prepare for your test. Please refer to our services page for pricing details.

Feedback: Feedback is available if you wish to find out what is wrong with your English and what you should do to improve it. Please refer to our services page for pricing details.

Unreasonable Conduct by Customers: Most of our customers act reasonably and respectfully in their interactions with us, even during times of high stress, frustration and anger. However, on a small number of occasions, some customers behave unacceptably and aggressively towards our staff and other customers. Aggressive behaviour and verbal abuse towards our staff will not be tolerated. We reserve the right to refuse service to anyone who behaves inappropriately or unacceptably, and may report such behaviour to end-users if we deem it necessary.

Customer aggression includes, but is not limited to, the following behaviours directed at any of our staff or other clients:

    1. hostile or threatening gestures;
    2. threatening or offensive behaviour;
    3. verbal abuse of a personal or general nature, including by innuendo, raised voice or obscenities, including racist and sexist comments;
    4. physical violence against any person or against staff members’ personal property or possessions
    5. following or stalking a staff member after your appointment or attempting to make personal contact with staff members outside of business hours

Use of Shared Workspaces: We conduct testing in shared workspaces and in rooms hired from third-party venues. Access to facilities within these spaces is limited. Kitchen facilities are strictly for staff use only. Candidates may bring one support person if required for transport or assistance; however, support persons must remain in the designated reception or lounge area and are not permitted to access other parts of the workspace. Bathroom facilities are available for use. All visitors must remain within the reception area, refrain from moving around the workspace, and keep noise to a minimum to respect other occupants of the shared workspace.

Privacy: ISLPR Language Services collects, stores, and uses personal information only for the purposes of administering tests, training testers, teaching, research, and distributing research publications. The information collected is confidential and will not be disclosed to third parties without your consent, except where required under Australian law. ISLPR Language Services handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Photographs taken at the time of your test will be reproduced on your statement of results and retained on file for the duration of your results record. If you wish to request access to, or correction of, your personal information, or a copy of our full Privacy Policy, please contact our Administration Officer at info@islpr.org.

GENERAL TEST CONDITIONS

All test appointments include a $100.00 (incl. GST) non-refundable booking fee. This fee covers the cost of processing your application and the preparation time allocated to your tester. It is not subject to any refund under any circumstances, including cancellation, illness, failure to attend or rescheduling.

Non-Refundable Booking Fee: Full payment of all applicable fees is required at the time of submitting your application form.

Learning Disabilities: If you have a diagnosed learning disability that we should be aware of, you must attach a report from your specialist with your application form.

Cancellation Policy:  If you wish to cancel your test, you must notify our Administration Officer no later than 9:00 am, ten business days before the booked test date (or, if the test date has not yet been finalised, seven business days before the Friday of the preferred week). In that case, the test fee will be refunded less the non-refundable $100 booking fee. If you do not provide ten business days’ advance notice, no refund will be given.

Cancellation requests must be sent by email to info@islpr.org and must include:

    • Full name
    • Order number
    • The date you made the booking
    • The date of your appointment
    • Reason for cancelling

Cancellation Due to Illness: If you are unable to attend due to illness, you must notify our Administration Officer and provide a medical certificate dated on or before the day of the missed appointment. The medical certificate must be received within two business days of the test date. Telehealth certificates are accepted. If a valid medical certificate is provided, we will reschedule your test without charging an additional administration fee; however, the $100 non-refundable booking fee is retained.

Your notification must be sent by email to info@islpr.org and must include:

  • Full name
  • Order number
  • The date you made the booking
  • Reason for cancelling, with the medical certificate attached

If a valid medical certificate is not provided within two business days, you will be required to make a new booking and pay all applicable fees.

Infectious Illness on Test Day: Due to the close nature of the ISLPR test, we reserve the right to reschedule a test if a candidate displays symptoms of an infectious illness (i.e. cold or flu) on the day of their test. This is to abide by basic workplace health and safety practices for our staff and customers as well as to ensure other candidates are provided with appropriate testing conditions (e.g. a quiet testing room).

Rescheduling Policy: All reschedule requests must be made by email to info@islpr.org. If you wish to change the date or time of a booked test, you must notify our Administration Officer no later than 9:00 am, ten (10) business days before the scheduled test date. If you do not provide at least ten business days’ notice, a $100 (incl. GST) administration charge will apply. This is separate from, and in addition to, the non-refundable $100 booking fee. To ensure fair access to appointments, repeated last-minute rescheduling (meaning two or more instances of rescheduling with seven business days’ or less notice within a 6-month period) may result in:

    • refusal or limitation on further rescheduling; and/or
    • an additional reasonable administration charge to cover the costs incurred by repeated short-notice changes.

Late Arrival: If you arrive more than 15 minutes after your scheduled start time, your test will be cancelled and you will be required to make a new booking and pay a $100 (incl. GST) administration charge. No refund of any previously paid fees will be given. Due to the one-to-one nature of the ISLPR test, late arrivals do not allow sufficient time to complete the interview before the next scheduled appointment. Due to the nature of the ISLPR test, some interviews may run longer than expected, which can result in a delayed start time for the next candidate. We apologise for any inconvenience and will always do our best to minimise disruption to your day.

Identification: On the day of your test, you must present your passport. The only other form of identification that may be accepted is an Australian driver’s licence. Your photograph will be taken at the time of the test and will be reproduced on your statement of results. You must bring your own writing utensils (pens, pencils, eraser) to the examination.

Test Room Conduct: Normal test conditions apply during your interview and writing test. You must follow all instructions given by the tester and supervisor. You must not:

  • talk to other candidates.
  • take photographs during or after the test
  • engage in disruptive behaviour
  • remove test materials from the room

Prohibited Items: All mobile phones, smartwatches, and other non-essential items are prohibited during your test. They must be kept in your bag and may only be accessed after your test has concluded. Essential items permitted in the test room include pens, pencils, erasers, whiteout, pencil sharpeners, and water. You may wear a surgical mask during the test if you wish. Any candidate found to have a prohibited item on their person during the test will have their test immediately cancelled and disqualified. No refund of any fees, including the non-refundable booking fee, will be given. A new booking and full payment of all applicable fees will be required.

Serious Misconduct During the Test: Any candidate who causes a scene, distracts other candidates, fails to follow the test supervisor’s instructions, does not stop writing when instructed, or is caught cheating or misbehaving during an ISLPR test will be removed from the test venue immediately. Such behaviour will be deemed serious misconduct. The test will be cancelled and disqualified. No refund of any fees will be given. Test materials may not be copied, recorded, duplicated, or removed from the room. In all cases of serious misconduct, an incident report will be submitted to the Director by the examiner present. The candidate will be required to book and pay for a new test. A candidate may be permanently banned from all ISLPR test centres if their behaviour puts staff or other candidates at risk.

Serious Misconduct After the Test: Any attempt to contact a tester to discuss, bribe, persuade, or otherwise influence their marks will be deemed serious misconduct. An incident report will be submitted to the Director by the examiner contacted. Behaviour deemed as serious misconduct will result in the candidate’s test not being marked and no refund being given. The candidate will be required to book a new test. A candidate may be permanently banned from all ISLPR test centres if their behaviour puts staff or other candidates at risk. Please also refer to the Unreasonable Conduct section above.

Writing Test: You are given 60 minutes to complete the writing test. An additional 10-minute review period will be provided at the end of the writing test for all candidates. You are not allowed more than 75 minutes in total unless alternative arrangements have been made before the test and a specialist’s report has been provided.
When the supervisor instructs you to stop writing, you must stop immediately. Any candidate who continues writing after being instructed to stop will have their test cancelled and disqualified immediately, and no refund will be given.

Application and Agreement: You must pay all applicable fees at the time of submitting your application form. By submitting an application form you are verifying that all information provided is true and correct and that you have read and agree to these terms and conditions. If you do not agree to these terms and conditions, please contact our office to discuss them before submitting your application form.

Interstate and International Candidates: By submitting your application form you agree to our PPTC Guidelines, a copy of which is linked. An additional fee is charged to candidates who require a tester to travel interstate or internationally. This fee covers the cost of sending an accredited tester to your city and is shared equally among all candidates at that sitting.

Once a travel invoice has been issued (approximately one week before travel), you may not amend or cancel your test booking. Rescheduling or cancelling after an invoice is issued will result in a fee equal to the value of the invoice being deducted from any test fees paid before any refund is considered. This is because travel and accommodation commitments cannot be reversed at short notice.

Note: If ISLPR Language Services cancels an interstate or overseas visit for any reason, all candidates at that sitting will receive a full refund of all fees paid, including any travel cost contribution invoiced.

Travel Fee Limits:

  • Interstate travel within Australia: Maximum $200.00 AUD per candidate. A minimum of 12 candidates is required for ISLPR to travel interstate.
  • New Zealand: Maximum $250.00 AUD per candidate. A minimum of 20 candidates is required for ISLPR to travel to New Zealand.
  • Other international locations: The additional fee is variable depending on the distance from Australia. All costs (flights, accommodation, living allowance) are substantiated by tax invoices and shared equally among all candidates. The maximum fee will be advised before you are required to confirm your booking

Please note, that it is not possible for us to guarantee Dr Ingram will be the tester travelling. Therefore, the test fee applicable to interstate/overseas candidates is the “All Accredited ISLPR Testers” fee. Results will be ready for posting ten business days AFTER the test. To reduce travel costs, we may send only one tester interstate to conduct tests. When you arrive for your test, please wait in the designated area. Due to the one-to-one nature of the ISLPR test, some interviews may run longer than expected, resulting in a delayed start time for the next candidate. We hire rooms from third-party organisations and may also be impacted by their schedules. We apologise for any inconvenience and will do our best to minimise disruption.
All General Test Conditions set out above apply to interstate and international candidates.

 

GENERAL TUTORIAL CONDITIONS

  1. Limitations of Tutoring: Tutoring does not guarantee that you will reach a desired test result. You must consistently apply what you are taught in order to see improvement in your language skills. If you are in Australia on a student visa, tutoring alone does not satisfy the English language requirements for student visa purposes.
  2. Tutorial Payment: Full payment is required at the time of submitting your application form.
  3. Learning Disabilities: If you have a diagnosed learning disability that we should be aware of, you must attach a report from your specialist with your application form.
  4. Refunds: A refund will be given if ISLPR Language Services cancels a tutorial appointment. If ISLPR cancels your tutorial due to a service failure on our part (e.g. tutor unavailability, inadequate preparation), you will receive a full refund. Due to the work required to prepare for a tutorial, no refund will be given for any other reason.
  5. Rescheduling a Tutorial: If you need to change the date or time of your tutorial for any reason other than illness, you must notify our Administration Officer no later than 9:00 am, three business days before your tutorial. In that case, you will only be required to pay a $70 administration fee. If you provide less than two business days’ notice, you will be required to make a new booking and pay the full tutorial fee. Rescheduling requests must be sent by email to info@islpr.org and must include:
    • Full Name
    • Order Number
    • The date you made the booking
    • Reason for rescheduling.
  6. Illness and Tutorial Cancellation: If you are unable to attend due to illness, you must contact our Administration Officer and provide a medical certificate dated on or before the day of the missed appointment, received within two business days. If a valid medical certificate is not provided, you will be required to make a new booking and pay the full tutorial fee.
    Your email to info@islpr.org must include:

     

    • Full Name
    • Order Number
    • The date you made the booking
    • Reason for cancelling with your doctor’s certificate attached.
  7. Late Arrival: If you arrive late, you may be required to make a new booking and pay another full fee. If you choose to continue with a late appointment, time already elapsed will not be made up (e.g. if you arrive 20 minutes late, 20 minutes will be deducted from your appointment time).
  8. It is your responsibility to check your email inbox thoroughly (we do not accept responsibility for emails that are filtered to your junk inbox).
  9. Written Tutorials: If you have booked a written tutorial and you have not received your writing tasks 48 hours before your tutorial, you must contact our office by phone or email immediately. In a written tutorial, you will be sent a maximum of four tasks to complete. You must submit these tasks to the tutor by the date and time specified at the time of booking.
  10. Victoria Centre: To book an appointment with the ISLPR Victoria Centre, you must visit their website directly. Do not book through the ISLPR Language Services website, as we do not transfer appointments between branches. We are two separate offices. You must read and agree to the terms and conditions of the office you are booking with.
  11. Serious Misconduct: Any attempt to contact a tutor to discuss, bribe, persuade, or otherwise influence marks will be deemed serious misconduct. An incident report will be submitted to the Director. A candidate may be banned from returning to an ISLPR centre if their behaviour puts staff or other candidates at risk.
    ISLPR Language Services reserves the right to refuse service to any candidate who is disruptive or rude to our staff or other clients. Our tutorial rules are non-negotiable and exist to maintain the highest standard of service and security.
  12. Our test rules and feedback rules are non-negotiable and in place to ensure we maintain the highest standard of test security.
  13. Agreement: It is your responsibility to schedule your own appointment at the time of booking. Upon submitting an application form you must confirm that you have read and accept these conditions. If you do not agree to these terms, please contact our office to discuss them before submitting your form.

GENERAL FEEDBACK CONDITIONS

  1. Payment: Full payment is required at the time of submitting your application form.
  2. Nature of Feedback: A feedback appointment is not the same as a tutorial and does not guarantee that you will reach a desired test level. During a feedback appointment, the tester works through the errors and issues in your test that contributed to the result you received.
  3. Learning Disabilities: If you have a diagnosed learning disability that we should be aware of, you must attach a report from your specialist with your application form.
  4. Refunds: A refund will be given if ISLPR Language Services cancels a feedback appointment. If ISLPR cancels your feedback appointment due to a service failure on our part, you will receive a full refund. Due to the work required to prepare for feedback, no refund will be given for any other reason.
  5. Rescheduling: If you need to change the date or time of your feedback appointment for any reason other than illness, you must notify our Administration Officer no later than 9:00 am, three business days before your appointment. In that case, you will only be required to pay a $70 administration fee. If you provide less than three business days’ notice, you will be required to make a new booking and pay the full fee.
    Rescheduling requests must be sent by email to info@islpr.org and must include:
    • Full name
    • Order number
    • The date you made the booking
    • Reason for rescheduling
  6. If you are sick, you are required to contact our Administrative Officer and provide a medical certificate. If you do not provide a medical certificate, you will have to make another booking and pay another full fee. The doctor’s certificate must be sent to our administration team via email: info@islpr.org. You must include the following details in your email:
    • Full Name
    • Order Number
    • The date you made the booking
    • Reason for cancelling with your doctor’s certificate attached.
  7. Illness and Feedback Cancellation: If you are unable to attend due to illness, you must contact our Administration Officer and provide a medical certificate dated on or before the day of the missed appointment, received within two business days. If a valid medical certificate is not provided, you will be required to make a new booking and pay the full fee.
    Your email to info@islpr.org must include:
    • Full name
    • Order number
    • The date you made the booking
    • Reason for cancelling, with medical certificate attached
  8. If you arrive late, you may be required to make a new booking and pay another full fee. If you choose to continue with a late appointment, time already elapsed will not be made up.(e.g. if you arrive 20 minutes late, 20 minutes will be deducted from your appointment time).
  9. It is your responsibility to check your email inbox thoroughly (we do not accept responsibility for emails that are filtered to your junk inbox).
  10. To book an appointment with the ISLPR Victoria Centre you must visit their website. Do not book through the ISLPR Language Services website as we do not transfer appointments between branches. We are two separate offices and therefore, you must read and acknowledge the terms and conditions for the office that you are booking with.
  11. Test materials may not be copied, recorded, duplicated, or removed from the room. You are not permitted to take a copy of your test with you. If your feedback appointment is conducted online, the tester will share a word document summarising the main issues noted and explained. If you attend in person, you will be able to view your test but a copy will not be provided (for security reasons, your test is not shared online).
  12. Serious misconduct: Any attempt to contact a tester or tutor to discuss, bribe, persuade, or otherwise influence marks will be deemed serious misconduct. An incident report will be submitted to the Director. A candidate may be banned from returning to an ISLPR centre if their behaviour puts staff or other candidates at risk or is deemed unreasonable conduct.
    ISLPR Language Services reserves the right to refuse service to any candidate who is disruptive or rude to our staff or other clients. Our feedback rules are non-negotiable and exist to maintain the highest standard of service and test security.
  13. ISLPR Language Services reserves the right to refuse service to any candidates that are disruptive or rude to our staff or other clients.
  14. Our test rules and feedback rules are non-negotiable and in place to ensure we maintain the highest standard of test security.
  15. Agreement: It is your responsibility to schedule your own appointment at the time of booking. Upon submitting an application form you must confirm that you have read and accept these conditions. If you do not agree to these terms, please contact our office to discuss them before submitting your form.