Refund Policy

Platform Refund Policy

1. Introduction

1.1. This Refund Policy outlines the terms and conditions under which Learner Pass Pty Ltd ("LearnerPass", "we", "our", or "us") will provide refunds for driving lessons booked through our platform.

1.2. This policy applies to all users of the LearnerPass platform, including learner drivers ("Learners") and driving instructors ("Instructors").

1.3. By using our platform, you agree to accept this Refund Policy.

2. Standard Refund Policy

2.1. Cancellations by Learners:

2.1.1. Full Refund:
Learners will be provided a full refund, as outlined in Section 2.4, if they cancel a lesson more than 24 hours before the scheduled start time.

2.1.2. Partial Refund:
Cancellations made less than 24 hours before the scheduled lesson start time, but more than 6 hours,  may be subject to a cancellation fee, determined by the Instructor, unless otherwise required by law. The remaining balance will be refunded as outlined in Section 2.4.

2.1.3. No Refund:
Cancellations made less than 6 hours before the scheduled lesson start time are not entitled to refund, unless otherwise required by law. 

2.2. Cancellations by Instructors:

2.2.1. Full Refund:
If an Instructor cancels a lesson for any reason, the Learner will receive a full refund as outlined in 2.4.

2.3. No-shows:

2.3.1. Learner No-show:
If a Learner fails to attend a scheduled lesson without prior cancellation, no refund will be provided.

2.3.2. Instructor No-show:
If an Instructor fails to attend a scheduled lesson, the Learner will receive a full refund as account credit as outlined in Section 4.

2.4. Unless otherwise stated, where a refund is issued from cancelled or modified lessons, will be provided back to the Learner as account credit.

3. Exceptional Circumstances

3.1. LearnerPass may, at its sole discretion, provide refunds in exceptional circumstances, including but not limited to:

3.1.1. Severe weather conditions that make driving unsafe

3.1.2. Medical emergencies (with supporting documentation)

3.1.3. Technical issues with the LearnerPass platform that prevent lesson confirmation

3.1.4. Vehicle breakdowns or accidents preventing the lesson from taking place

3.2. Requests for refunds under exceptional circumstances must be submitted in writing to our customer support team within 72 hours of the scheduled lesson time.

4. Compensation for Instructor No-shows

4.1. In the event of an Instructor no-show, LearnerPass will provide the following compensation to affected Learners:

4.1.1. Full refund of the lesson fee as outlined in Section 2.4.

5. Partial Lesson Completion

5.1. If a lesson is terminated early due to Instructor-related issues (e.g., vehicle breakdown, Instructor illness), the following refund policy applies:

5.1.1. Less than 25% of lesson completed: Full refund as account credit

5.1.2. 25-50% of lesson completed: 75% refund as account credit

5.1.3. 50-75% of lesson completed: 50% refund as account credit

5.1.4. More than 75% of lesson completed: No refund

5.2. If a lesson is terminated early due to Learner-related issues (e.g., illness, unsafe driving behavior), no refund will be provided.

6. Refund Process

6.1. All standard lesson refunds will be processed as account credit as outlined in Section 2.4.

6.2. Platform account credit refunds will be processed within 10 business days from the approval date. To request an account credit refund, please request this through our Support Centre.

6.2. Platform account credit refunds will be processed to the original payment method used for the booking unless otherwise agreed. 

6.4. Refunds in some circumstances may take up to 15 business days to process, pending review of the situation.

7. Dispute Resolution

7.1. In the event of a dispute regarding a refund, both Learners and Instructors agree to first attempt to resolve the issue through LearnerPass's customer support channels.

7.2. If a resolution cannot be reached, LearnerPass will make a final determination based on the available evidence and platform data.

7.3. LearnerPass reserves the right to suspend or terminate accounts of users who repeatedly violate this Refund Policy or engage in fraudulent behavior.

8. Changes to this Policy

8.1. LearnerPass reserves the right to modify this Refund Policy at any time.

8.2. Any changes will be effective immediately upon posting the updated policy on our website and mobile application.

8.3. Users will be notified of significant changes via email or through a prominent notice on our platform.

9. Contact Information

For any questions or concerns regarding this Refund Policy, please contact our customer support team through our Support Centre.

By using the LearnerPass platform, you acknowledge that you have read, understood, and agree to this Refund Policy.