Instructor Cancellation and Reschedule Policy

This policy explains how instructors should cancel or reschedule LicenceMate lesson bookings.

VORT, mock VORT, test-day bookings, Pre-VORT warmups, and use of an instructor car for a test may have separate change rules. They are not covered by this lesson policy unless LicenceMate explicitly says so.

The 24-hour lesson change window

For standard lesson bookings and intro lesson bookings, normal instructor changes should happen more than 24 hours before the scheduled lesson start time.

Inside 24 hours, instructors are not permitted to modify bookings unless it is an emergency.

Cancelling a lesson

If you need to cancel a lesson, use the LicenceMate cancellation flow and provide the required reason, learner message, and policy acknowledgement.

When you cancel:

• the booking is marked cancelled
• the learner is notified
• the cancellation reason and message are recorded in booking history
• the learner's booking credit is returned to their LicenceMate wallet
• you are not paid for the cancelled booking

The same learner credit outcome applies whether the instructor cancellation is more than 24 hours before the lesson or within 24 hours.

Proposing a reschedule

Instructor rescheduling is not a direct edit to the existing booking.

When you propose a reschedule:

• the original booking is cancelled
• the original booking credit is returned to the learner's wallet while the proposal is pending
• a new pending proposal is sent to the learner
• the proposed slot is held until the learner responds or the proposal expires

The replacement lesson is not confirmed until the learner accepts the proposal.

Proposal expiry

An instructor reschedule proposal expires at the earlier of:

• the proposed lesson start time
• 24 hours after the proposal was created

If the proposal expires, no replacement booking is created. The original booking remains cancelled, and any returned learner credit remains in the learner's wallet unless another approved policy or support action applies.

Learner accepts or declines

If the learner accepts the proposal, the replacement lesson becomes confirmed and LicenceMate applies available wallet credit or payment to the new booking.

If the learner declines, the proposal is closed and no replacement booking is created. You may contact the learner or use approved booking tools to arrange another option.

Emergency changes inside 24 hours

Inside 24 hours, normal reschedule is disabled. Emergency changes should be used only for genuine urgent situations.

Clear emergency reasons include illness or family emergency, car trouble, and severe weather. Other reasons, including double booking, learner-requested cancellation, and other unavoidable issues, may be reviewed more closely by LicenceMate.

Emergency cancellation or emergency reschedule can be submitted without admin or support approval, but it requires a reason, learner message, and policy acknowledgement. LicenceMate records that the emergency path was used.

For emergency instructor changes inside 24 hours, the learner's booking credit is returned to their wallet.

First lesson and new-learner warning

LicenceMate treats cancellations and reschedule proposals for a learner's first booking with you as a high-risk action. This includes intro lessons and any learner's first lesson with you.

Cancelling or rescheduling a first lesson may lead to warnings, temporary suspension, cancellation or reschedule restrictions, or removal from the platform, depending on the circumstances. Continue only if the change is essential and you can clearly explain the reason to the learner.

No-shows are separate

A no-show is not a cancellation or reschedule. Do not use no-show as a cancellation reason.

If you cannot attend, use the approved cancellation or emergency change flow before the lesson. If an instructor does not attend without using the proper flow, LicenceMate may record an instructor no-show and review it under platform standards.

Instructors are not paid for instructor cancellations or instructor no-shows.

Repeated disruption

If instructor conduct causes repeated booking disruption, LicenceMate may return learner credit, offer a cash refund where eligible, help the learner rebook with another instructor, and review the instructor's platform access case by case.