When and how to request a refund?

If you find yourself in a situation where you need to cancel your LILATE certification order, don't worry. Whether you purchased by mistake, thinking you were only requesting information, or because the company for which you were supposed to take the LILATE has closed the position, and you are within the legal deadlines, here is the procedure to follow and key points to avoid a refund refusal.

Withdrawal Conditions

• Ensure you do not have a future LILATE test scheduled. If the test is within the next 24 hours, it cannot be canceled.
• Verify that you are within the 14-day legal withdrawal period after the order.

Writing and Sending the Withdrawal Letter

• Write a clear letter indicating your wish to cancel the order.
• Include: the order date, your first and last name, the email address used for the purchase, phone number, and a signature.
• If possible, convert the letter into a PDF; otherwise, write it by hand and send a photo.
• Send your signed request to our LILATE Customer Service following the information available in the dedicated article: [Customer Service Contact Information.

](https://help.lilate.org/en/article/how-to-contact-the-lilate-team-1ph5lgi/)

Cases Not Valid for a Refund

• Refund request for a test duration of less than 60 minutes, if the test was completed.
• Technical issues not related to a failure to meet technical criteria (use of Chrome, prior equipment check).
• Requests made outside the 14-day legal period.

All other cases are eligible for a refund. For more details, consult the LILATE terms and conditions at [https://www.lilate.org/cgv](). The information on this page complements and adds to the general terms.

Updated on: 16/09/2025