If your interviewer did not join
If the interviewer misses your session, you get a free interview or a full refund automatically, depending on what you booked.
We are sorry when this happens. You never pay for an interview that did not take place because of the interviewer.
During the call
If your interviewer is 10 or more minutes late, click Report that my interviewer has not joined in the interview room. We chase them straight away.
What you get
- A 30- or 45-minute round you paid for: a free interview is added to your account automatically. Book it for any time that suits you from Expert interviews; it shows as a prepaid session.
- A senior expert session you paid for: we refund you in full, usually automatically. It normally shows in 5 to 7 working days. If the automatic refund fails, our team refunds you within one working day.
- An interview someone else arranged (an employer, college or agency): we tell them, and a new time is set with you.
The session page and your notifications explain which applies.
The same applies if no report arrives
If your interviewer never files your GH Score report, you are put right in the same way.
Good to know
- If you were there but were marked absent, report it within 14 days. See Rate your interviewer or report a problem.
- If you did not join yourself, the session is closed and cannot be refunded, because the interviewer held the time.
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