STUDENT: CANCELLATION, REFUND & RESCHEDULE POLICY
Last updated: 12th January 2026
This Policy applies to all Students using the Instruct Me platform and must be read in conjunction with the Student Terms & Conditions (“Student T&Cs”). In the event of any inconsistency, the Student T&Cs shall prevail.
We aim to provide a fair and transparent approach to lesson cancellations, rescheduling, refunds, and lesson credits. This Policy explains how different situations are handled when using the Instruct Me platform.
1. Purpose of this Policy
This Policy explains how lesson cancellations, rescheduling, no-shows, refunds, and lesson credits are handled for driving lessons booked through the Platform.
2. Cancellation by Students
2.1 Cancellation
Students may cancel a scheduled Lesson via the Platform with a minimum of forty-eight (48) hours' notice.
2.2 Late Cancellation
Where a Student cancels a Lesson with less than forty-eight (48) hours' notice, or fails to attend a scheduled Lesson without cancelling or rescheduling in accordance with Platform rules, the Student shall forfeit the fee for the affected scheduled Lesson only.
2.3 Lesson Redemption
For the purposes of this Policy, a Lesson is considered redeemed once it has commenced, been marked as completed, or been forfeited due to a late cancellation, Student No-Show, or other circumstances where the Lesson is treated as delivered under the Student Terms & Conditions.
Lesson redemption may impact eligibility for refunds, Service Fee refunds, and Lesson credit transfers.
2.4 Service Fee Refunds
The Service Fee is charged for access to and use of the Platform, including Instructor matching, booking administration, payment processing, customer support, dispute resolution services, and related marketplace functionality.
Where no Lesson has been redeemed, a refund of the applicable Service Fee may be available in accordance with the Student Terms & Conditions and applicable consumer protection laws.
Once any Lesson has been redeemed, whether attended in full, attended in part, forfeited due to late cancellation, marked as completed following a Student No-Show, or otherwise deemed delivered in accordance with the Student Terms & Conditions, the Service Fee becomes non-refundable.
3. Rescheduling by Students
3.1 Students may request to reschedule a Lesson via the Platform in accordance with the applicable notice periods.
3.2 Where a reschedule request is submitted with less than forty-eight (48) hours' notice and the Instructor declines or does not respond, the Student shall remain entitled to attend the Lesson at the originally scheduled time.
3.3 If the Student elects not to attend the Lesson in such circumstances, the Lesson shall be treated strictly in accordance with the Student Terms & Conditions, including forfeiture rules.
4. Instructor No-Shows
4.1 Where an Instructor fails to attend a scheduled Lesson without prior cancellation, the Student must notify Instruct Me within twenty-four (24) hours of the scheduled start time.
4.2 Where an Instructor No-Show is verified, the Student may be entitled to one of the following remedies for the affected Lesson:
• a full refund;
• a rescheduled Lesson at no additional cost; or
• a replacement Instructor.
The remedy offered shall be determined by Instruct Me in accordance with the Student Terms & Conditions and the circumstances of the booking.
4.3 Instructor Insurance Expiry
Where a scheduled Lesson is cancelled due to the Instructor's required insurance having expired, the forty-eight (48) hour cancellation and forfeiture rules shall not apply.
In such circumstances, the Student shall be entitled to receive a lesson credit for the affected Lesson, issued in accordance with the Student Terms & Conditions.
Such cancellations occur to ensure that Lessons are delivered only by Instructors who hold valid and verified insurance at the time of the Lesson.
4.4 Lesson Confirmation Code
At the start of a Lesson, Students and Instructors may be required to enter a lesson confirmation code through the Platform.
Where both parties successfully enter the lesson confirmation code, the Platform may automatically mark the Lesson as completed.
Where both parties have successfully entered the lesson confirmation code, the Lesson will ordinarily be treated as completed. Instruct Me reserves the right to investigate suspected fraud, misuse, technical error, or exceptional circumstances.
Where a dispute is raised and no lesson confirmation code has been entered, Instruct Me may investigate the matter and determine the appropriate Lesson status in accordance with the Student Terms & Conditions.
5. Refunds
5.1 Refund Processing
Refunds, where granted, will be issued to the original payment method only, unless otherwise required by law or expressly determined by Instruct Me in accordance with the Student T&Cs.
5.2 Discretionary Refunds
Any refund, partial refund, Service Fee refund, Lesson credit, or goodwill adjustment granted outside of Instruct Me's legal obligations is provided entirely at Instruct Me's discretion and does not create any entitlement or precedent for future refunds.
5.3 Original Payment Method
Refunds will only be issued to the original payment method used at the time of purchase unless otherwise required by law.
6. Lesson Credits
6.1 Lesson credits:
have no cash value;
are not transferable to third parties; and
may only be used to book Lessons through the Platform.
6.2 Lesson credits are subject to Instructor availability, pricing, and capacity, which Instruct Me does not guarantee
6.3 Lesson credits may be returned, forfeited, transferred, or expire in accordance with this Policy and the Student Terms & Conditions.
7. Changing Instructors
7.1 Students may request to transfer unused Lesson credit to another Instructor available on the Platform.
7.2 Only the unused Lesson balance attributable to Instructor fees may be transferred.
7.3 Any Service Fee previously paid remains retained by Instruct Me and is not transferable, reusable, or refundable solely because a Student changes Instructor.
7.4 Where the replacement Instructor charges a higher lesson price, the Student may be required to pay the difference before booking Lessons with the new Instructor.
7.5 At any given time, Lesson credits may only be applied toward bookings with one Instructor.
7.6 Where a Student requests an Instructor transfer while pending or confirmed Lessons remain with their current Instructor, such Lessons may be cancelled and handled in accordance with the applicable cancellation rules.
8. Lesson Expiry
8.1 All purchased Lesson hours must be used within 360 calendar days from the date of purchase.
8.2 Any unused Lesson hours remaining after this period may expire and may not be refundable, except where required by applicable law.
8.3 Students are responsible for booking and using their Lesson hours within the applicable validity period.
9. Test Finder Pro Refunds
9.1 Test Finder Pro is a digital notification and monitoring service that becomes available immediately upon purchase.
9.2 By purchasing Test Finder Pro, the Student expressly requests immediate access to the service and acknowledges that the service will commence immediately following purchase.
9.3 Once Test Finder Pro has been activated and made available, refunds will not be provided except where required by law or where Instruct Me determines, at its sole discretion, that a refund is appropriate.
9.4 Instruct Me does not guarantee that a practical driving test appointment will become available, remain available, or be successfully secured by the Student.
9.5 The absence of available driving test appointments shall not give rise to any entitlement to a refund.
10. Governing Terms
This Policy shall be read in conjunction with the Student Terms & Conditions, which shall prevail in the event of any inconsistency.