We hope that every booking you place via the EzLicence platform goes ahead without issue but we understand that sometimes things happen. If you believe you are eligible for 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 14-day cooling-off period. If you make a purchase and have not yet started to use the service, you may request a full refund within 14 days of your original transaction.
Refund limitations for Clearpay and PayPal purchases
Some payment providers limit how long we can return funds to your original payment method. This means:
- Clearpay transactions older than 120 days cannot be refunded back to your Clearpay account.
- PayPal transactions older than 180 days cannot be refunded back to your PayPal account.
If your payment is older than these time limits, we can still provide a refund; however, due to provider limitations, the refund must be issued to an alternative payment method registered to the same name and address as the original purchaser (for security and anti-fraud reasons). These limitations relate only to the payment method — your statutory refund rights are not affected.
When am I eligible to receive a refund?
Outside of the 14 day cooling off period - Examples of when you may be eligible to receive a refund include:
- There are no available driving instructors servicing in your location within the next 4 weeks.
- You have accidentally processed your payment multiple times.
- You have experienced repeated cancellations or service disruptions that have prevented you from successfully completing a lesson.
When am I not eligible to receive a refund?
You will not be eligible for a refund once you have started to use the service. This includes situations where the platform has already allocated an instructor, enabled you to make bookings, or provided access to lesson scheduling and account features.
Examples include, but are not limited to:
- Your wallet value is zero or has expired.
- A change of mind, including:
- You found the service cheaper elsewhere.
- You 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.
- You do not prefer your instructor’s teaching style or approach.
- Tip: You can provide an instructor rating via your learner account.
- Tip: You can change instructors online at any time.
- A booking issue caused by user error, including:
- Not holding the correct licence.
- Booking the wrong service.
- Providing an incorrect pick-up address.
- Providing an incorrect contact telephone number.
- You have processed a late cancellation (within 48 hours of the booking start time) and have been charged by your instructor.
- You have an active payment dispute. (Refunds can’t be duplicated while a payment dispute is active)
Gift Vouchers
All gift vouchers are valid for 24 months from the date of purchase. Refunds for any valid and unredeemed vouchers will be processed in line with the standard refund policy, including the 14 day cooling off period, and funds will be returned to the original payment method.
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, cooling-off period refunds are processed within 14 days. All other refunds are processed as soon as reasonably possible.
Platform Processing Fees
Please be aware that in situations where a refund is issued as a gesture of goodwill, platform processing fees are non-refundable. These fees cover the costs associated with maintaining a high standard of safety, technology, and service across the platform. As a result, any approved refund will be for the booking amount excluding the processing fee, meaning the total refunded may be less than your original payment.
The platform processing fee policy applies only in situations where a refund is issued as a gesture of goodwill. It does not apply to full refunds where the service was not delivered or was cancelled within the cooling-off period.
Your Legal Rights
Nothing in this policy affects your rights to a refund or other remedies under the Consumer Rights Act 2015. You retain all statutory protections provided by UK consumer law