Learner Booking Change Policy

This policy explains how learners can change LicenceMate driving 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, the main change window is 24 hours before the scheduled lesson start time.

If your lesson starts more than 24 hours from now, you can usually cancel or self-reschedule from your dashboard.

If your lesson starts within 24 hours, normal self-reschedule is not available. Cancelling inside this window is treated as a late cancellation.

Cancelling more than 24 hours before your lesson

If you cancel more than 24 hours before the lesson starts, your booking is cancelled and the booking credit is returned to your LicenceMate wallet.

You can use the returned wallet credit toward another eligible lesson booking.

Cancelling within 24 hours of your lesson

If you cancel within 24 hours of the lesson start time, the booking is treated as a late cancellation.

Late cancellations forfeit the full booking credit value. The booking credit is not returned to your wallet.

Cancelling is different from a no-show. A cancellation is when you tell LicenceMate before the lesson that you cannot attend. A no-show is handled under the separate no-show policy.

Self-rescheduling more than 24 hours before your lesson

If your lesson starts more than 24 hours from now, you can choose a new available time through the booking system.

When you self-reschedule:

• your existing booking time is updated
• your instructor is notified
• no new booking proposal is created
• no credit is returned, charged, or consumed again
• there is no payment change

The new time must be an available future lesson slot shown by LicenceMate.

Instructor reschedule proposals

Sometimes an instructor may need to change a lesson. When this happens, your original booking is cancelled and your instructor may send you a proposed replacement time.

The proposed time is not a confirmed booking until you accept it.

While the proposal is pending, the original booking credit is returned to your LicenceMate wallet. If you accept the proposal, LicenceMate applies available wallet credit or payment to confirm the replacement booking.

You can decline the proposal if the new time does not work for you. If you decline, no replacement booking is created.

Proposal expiry

Instructor reschedule proposals expire at the earlier of:

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

After a proposal expires, it cannot be accepted. The original booking remains cancelled, and any returned credit remains in your wallet unless another policy or support action applies.

Instructor changes within 24 hours

Instructors are not expected to change bookings within 24 hours unless there is an emergency.

If an instructor cancels or proposes a replacement time inside 24 hours, LicenceMate records the emergency change path. The learner's booking credit is returned to their wallet.

If your instructor cancels inside 24 hours and you cannot book a suitable replacement lesson, you may also request a cash refund for the cash amount paid for that cancelled lesson. Wallet credit remains the default immediate outcome while refund eligibility is reviewed.

First lesson and new-instructor warning

Your first lesson with an instructor is important for matching, assessment, and planning. LicenceMate treats instructor cancellations or reschedule proposals for a learner's first booking with that instructor as a higher-risk action.

This warning applies to the instructor workflow. It does not remove your right to cancel or reschedule under the learner rules above.