If a student is not happy with their grade result, then they must contact online music exams no later than 7 days after receiving the results. The student will then be asked to pay for the exam to be remarked, which will be at the cost of taking the exam again. The student will receive their remark no later than 7 days after payment. If the result of the remark is that the student receives a higher grade, then the fee paid for the remark will be refunded to the student. If the mark produces the same grade, regardless of a change in percentage, then the first marked grade will stay the same and the student will not be refunded their remark fee. If the student after remarking is found to achieve a lower grade, then the lower grade will take precedence over the original grade and the original certificate will be made void,  with the new grade certificate becoming the new result. The student will also not receive a refund. The student is not able to contest the result of the new mark.


Examination fees can not be refunded if the exam has been taken in any way. This includes the student starting one part of the exam through accessing an examination page. Refunds will only be provided if proof is given that there has been an irretrievable technical fault of online music exams and where OME have been unable to rectify the fault in a satisfactory way. If the customer experiences a technical fault, then they are required to contact online music exams immediately stating the problem. OME will aim to respond within 5 working days.


Disputes must be made in writing to online music exams who aim to respond within 5 working days. OME will aim to reach a satisfactory conclusion to the dispute within 14 working days.

Security and 3rd Party Information

OME use all security measures necessary to protect users information. Online music exams will not knowingly provide customers information to any third party and will never sell users information. In the event of a breach of information, OME will alert its customer base to the issue and how it expects to rectify the situation. All information is housed between OME and the UK government awarding body The Learning Machine.

Online recording safety

OME take customer security extremely seriously and have employed a separate GDPR compliant service to look after the security of student recordings. Student recordings will only ever be seen by the examiner and a moderator. The independent moderator is a UK awarding body under the government body who are there to check that security and quality of service are provided to the highest levels. All video recordings are kept on our secure cloud system and will be deleted after 30 days. All OME examiners have received criminal checks known in the UK as DBS checks, as have our independent moderators.

Syllabus Change

Syllabus changes are the responsibility of the course providers.  Any amendments will be provided by the course provider’s website. OME is responsible for updating it’s exam platform in line with a course providers syllabus change and OME will be notified by the course provider when this change must take effect.  If a student has learnt the incorrect material, then online music exams take no responsibility and are not able to refund.

Right to Refusal

OME reserve the right to refuse customers that have been found in our opinion to have cheated on any part of their exam. This is also the case if false identity has been found. This is also the case if mistreatment of the platform or online music exams products have been found in relation to the customer.

Termination of exams

If a student has purchased their exam but has not completed it, then on the 1 year anniversary of signing up for the exam, their account will be closed with no refund.