Refund Policy

We hope that every booking you place via the EzLicence platform goes ahead without issue but we understand that sometimes things happen. If a booking does not meet your expectations, and you would like a refund, please submit a request to our Support Team. We do our best to facilitate fair refunds to Learners, to see if you are eligible for a refund, please read below:

Cooling-off period

We offer a 48 hour cooling-off period. If you make a purchase, don’t book in any services and decide you're not quite ready to commit, just submit a refund request within 48 hours of your original transaction we will provide you with a ‘no questions asked’ refund.

When am I eligible to receive a refund?

Examples of when you may be eligible to receive a refund include:

• There are no available driving instructors servicing in your location
• There are no driving instructors available within the next 4 weeks
• You have accidentally processed your payment multiple times
• You have completed over 10 hours of bookings and have lesson credits left over that you no longer need
• Your driving instructor has not arrived for your booking
• Your instructor has cancelled your booking 

When am I not eligible to receive a refund?

Examples of when you will not be eligible to receive a refund include, but are not limited to:

• Your wallet value is zero or has expired
• A change of mind, including:
  • Found the service cheaper
  • Have completed your logbook hours and no longer need the service
  • No longer wish to use the service
  • You have relocated since your original purchase
• Your preferred instructor is not available, however other instructors are available
• An issue with the driving instructor not meeting your quality expectations 
  • Tip: You can provide an instructor rating via your learner account
  • Tip: You can change instructor online at any time
  • You can discuss this directly with your instructor to request a payment reversal
• A booking issue that was caused by user error including:
  • Not holding the correct licence 
  • Booking the wrong service
  • Providing an incorrect pick up address
  • Providing incorrect contact telephone number
  • Not meeting the licencing requirements to sit your driving test
  • Failing to book your driving test directly with the test centre
• A booking issue caused by an external source including:
  • Local licensing authority
• You have requested a late cancellation and have been charged by your instructor
• You have an active payment dispute

Resolving Your Request

You can request a refund or a general complaint by submitting a support request. We encourage you to provide as much information as possible to speed up the process. If we determine you are eligible, you should expect any refunds to be returned to your original payment method within 5-10 business days, depending on your bank.