Frequently Asked Questions (FAQ)

Exams

Are exams proctored?

Exams at the Foundation level are not proctored, but you must pledge to follow the Honor Code whenever you sit for one of our exams.

Exams at a higher (e.g., Practitioner) level may be proctored using your webcam; if this is the case, it will be mentioned on the page where you order the exam. To take such exams, you must agree to online webcam proctoring.

Proctored exams may either be supervised in real time by a remote proctor, or they may be recorded and reviewed at a later time to see if irregularities have happened during the exam. In the latter case, recordings will be stored for review in a secure location for a period of no more than seven (7) days.

If it is determined that students have violated the online proctoring rules, they automatically receive a score of 0 (zero) for the exam.

Can I pause the exam?

Once you have started the exam, you CANNOT stop the session and return to it later; you must FINISH the exam within the allotted time.

When the allotted time has expired, the exam will automatically be terminated.

Can I take an exam more than once?

You can take exams more than once, but each attempt requires payment of the exam fee.

You can retake exams that you failed, as well as exams that you already passed; we will keep your highest score. (You cannot retake exams that you passed with a score of 100%, since there would be no point in doing so.)

Do I need special exam software?

Exams are launched in your regular browser, from your Dashboard, in "fullscreen mode".

While taking the exam, do NOT leave fullscreen mode (do NOT press Esc), and do NOT switch to another tab, screen, or program until you have finished, otherwise the exam will immediately be terminated, you will be logged out, your answers will NOT be saved and you will NOT receive a refund!

How can I order an exam?

You can order an exam from the exam page, but you need to log in first.

Some exams may have prerequisites; for example, you can only order an exam at the Practitioner level if you have passed the associated exam at the Foundation level.

Payments and Refunds

Are there additional costs for books?

There are no additional costs for books or other study materials.

However, we may refer from time to time to optional books or other materials; the costs for such optional materials are not included.

Are there any discounts?

We and/or our partners may issue discount codes from time to time. However, for reasons of privacy, you need to opt in on your Dashboard if you want to receive occasional news updates, discount codes, etc.; the default setting is that you will not receive such information from us.

Discount codes can only be applied at the time of ordering; no discounts will be applied retroactively.

Can I get a refund?

Our courses and exams ("the content") are digital products. You can request a refund for your order within fourteen (14) days of your purchase, as long as no part of the content has been accessed. By ordering a digital product, you agree that you can no longer request a refund once any part of the content has been accessed.

Should we decide to withdraw a course or exam from our portfolio, you will receive a full refund only if no part of the content has been accessed by you; you will not be entitled to a refund if any part of the content has been accessed.

How can I make a payment?

Payment must be made in advance, using the PayPal link on our website. Payment in installments is not possible.

You do not need a PayPal account to make a payment using their website; you can also pay using major credit cards including Visa, MasterCard, Discover, and American Express.

What do I receive upon payment?

For subscriptions, payment gives access to our website for one (1) year; you need a valid (non-expired) subscription to be able to order courses and exams.

For exams, payment gives access to one (1) attempt, valid for as long as the exam is part of our portfolio, where an "attempt" is defined as the act of starting the exam, regardless of whether or not any answers are submitted.

For courses, payment gives access to the video lessons and any associated materials, valid for as long as the course is part of our portfolio.

Courses and exams ("the content") may be updated from time to time, or withdrawn from our portfolio altogether. Should we intend to withdraw a course or exam from our portfolio, we will give you at least three (3) months\’ notice. Once a course or exam has been withdrawn from our portfolio, you will no longer have access to it.

If we withdraw a course or exam from our portfolio, you will receive a full refund only if no part of the content has been accessed by you; you will not be entitled to a refund if any part of the content has been accessed.

Privacy and Cookies

Do you send newsletters?

We may send occasional news updates, discount codes, etc.

However, for reasons of privacy, you need to opt in on your Dashboard if you want to receive these newsletters; the default setting is that you will not receive such information from us.

Does your site use cookies?

We only use temporary "session cookies", and only if you login. These cookies are not stored on your computer; they are deleted when you close your browser.

How do you protect my personal information?

Your personal data is protected by the General Data Protection Regulation (GDPR). As data controller, we are required to take appropriate technical measures to protect your personal information, including making a regular backup of our system and data. We have security measures in place to make sure any personal information we collect is secure, including storing your name and email address in the database in encrypted form, and storing your password and IP address in hashed form. Your account is password protected and all information including your password is on a secure server, which only a limited number of employees can access.

Even though we take appropriate technical steps to protect your security, you should remember that data transmission over the internet cannot be guaranteed to be 100% secure, so you use the website at your own risk.

How do you use my personal information?

We use your personal information:

How long do you store my personal information?

When you join ICTCP®, you must provide your email address (so that you can use it, together with your password, to login) and your name (so that it can be printed on any certificates you may earn); this information is stored (in encrypted form) for as long as you keep your account with us in good standing. If you let your account expire, or if you specifically ask us to delete your account, we will erase all personally identifiable information about you from our files.

When you contact us using our ticket system, the information you provide, including your email address, is retained for a period of twenty-one (21) days for comments and questions, so that we may respond to your ticket; however, complaints and their settlements are kept on file for two (2) years, in accordance with the EADL Code of Conduct.

Questions and Complaints

How can I contact you?

You can contact us, for questions, comments and complaints, using our ticket system; this ensures that we can monitor the status of all submitted tickets and reply in a timely fashion.

You will normally receive a reply within seven (7) working days. If we need more time to investigate and deal with the issue in your ticket, you will receive an acknowledgement within seven (7) working days, in which we will explain the delay and give you an indication of when the issue can be expected to be resolved.

How can I file a complaint?

We are very sorry to hear that you are not happy. You can file a complaint using our ticket system.

How are complaints handled?

Complaints are handled within seven (7) working days. Should we need more time to investigate and deal with your complaint, we will let you know within seven (7) working days, and we will give you an indication of when you can expect the complaint to be resolved; this will be within four (4) weeks at the utmost, but usually much faster.

We will first attempt to settle all disputes through consultation and negotiation in good faith and a spirit of mutual cooperation. If you do not agree with the outcome reached, you can file an appeal with an independent third party whose decision will be binding for both parties.

There is a US$100 fee to file such an appeal, which will be reimbursed in full if the case is decided in favor of the plaintiff (but not if the claim is determined to be unfounded).