Duolingo English Test Wrongfully Flagged Me for Cheating

My Duolingo English Test, which I took on June 27, was invalidated for the alleged reason of "looking away from the screen for an extended period." I believe this decision was unfair and the result of a system that is not designed with users in mind. During the exam, the screen was extremely bright, with a nearly all-white interface that caused significant eye strain. Because I normally use dark mode in my daily life, I briefly looked away from the screen for just a moment to rest my eyes. At no point during the exam did I receive a real-time warning that this behavior could invalidate my test. Instead, I only saw general reminder messages, and my results were later canceled, effectively treating me as though I had attempted to cheat.

Computer-based exams such as IELTS offer a dark mode option, while the Duolingo English Test still relies on a one-size-fits-all interface that can place unnecessary strain on users' eyes. I believe the eye fatigue caused by this outdated and inflexible design should not be used as the basis for labeling honest test takers as engaging in suspicious behavior.

I paid $118 for this exam with my debit card but ultimately received no usable testing service. I lost both my money and a significant amount of time that cannot be recovered. I have also been unable to reach a real customer support representative. The AI chatbot in the support center repeatedly gives the same scripted responses, even after I fully explain the situation, and offers no meaningful assistance. Charging for a service that ultimately provides no usable result while refusing to meaningfully review the case is, in my view, unfair.

I request a thorough review of my proctoring logs, a reconsideration of the decision to invalidate my exam, and an immediate refund of the $118 charged to my debit card if the invalidation is upheld. If this matter is not resolved fairly, I intend to pursue my legal rights through the appropriate channels and permanently close my Duolingo account.