Learner Lesson Terms and Conditions

These Learner Lesson Terms and Conditions apply when you book or receive ordinary learner driving lessons through LicenceMate, including intro lessons, single lessons, lesson-plan lessons, and package lessons. They should be read together with the LicenceMate Privacy Policy and any specific offer, checkout, booking confirmation, account, or support-message conditions that apply to your booking or purchase.

These terms are intended to explain how learner lessons work in plain Australian English. They do not limit any rights you have under the Australian Consumer Law or other laws that cannot be excluded.

1. Scope of these terms

These terms cover learner driving lessons booked through LicenceMate. This includes:

• intro lessons and driving assessments;
• pay-as-you-go learner lessons;
• lessons booked from a lesson plan;
• lessons purchased using wallet credits or package credits;
• lesson components of a package, where the specific package, offer, checkout, or booking confirmation conditions do not say something different.

These terms do not replace the separate terms that apply to VORT tests, test-day vehicle hire, Pre-VORT sessions, or pass guarantee benefits. Where a booking includes both lesson and VORT-related services, the most specific terms for that service apply.

2. Who can book and take a lesson

To book and take a learner lesson, you must:

• hold a current and valid learner's permit, overseas licence, or other authority that legally allows you to drive during the lesson;
• bring your permit or licence to each lesson if required by your instructor;
• be legally allowed to drive in South Australia at the time of the lesson;
• be medically and practically fit to drive;
• comply with any licence conditions that apply to you;
• provide accurate booking, contact, pickup, and licence information;
• have capacity to enter these terms, or have a parent or guardian book or approve the booking if required.

Your instructor may refuse to start or continue a lesson if they reasonably believe you are not legally allowed to drive, are not fit to drive, cannot produce required identification or licence evidence, or would create an unacceptable safety risk.

3. LicenceMate, instructors, and driving outcomes

LicenceMate provides the booking platform, payment processing, customer support, lesson coordination, and related administration. Lessons are delivered by driving instructors or service providers arranged through LicenceMate.

Your instructor is responsible for delivering the practical lesson, making safety decisions during the lesson, and giving driving feedback based on their professional judgement. LicenceMate does not guarantee that any lesson, lesson plan, instructor recommendation, or package will result in a licence, test pass, reduced logbook hours, or any particular driving outcome.

Intro lessons and lesson plans are designed to assess your current ability and recommend a pathway. They are not a guarantee that you will be test-ready after a particular number of lessons.

4. Booking confirmation

A lesson is not confirmed until LicenceMate confirms the booking or the booking appears as confirmed in your LicenceMate account or booking communications.

When you book, you are responsible for checking:

• the lesson date, time, duration, and location;
• the instructor details, if shown;
• pickup and drop-off arrangements, if included;
• the amount payable or credits to be used;
• any special conditions in the booking confirmation, offer, package, or support message.

If booking information is wrong, contact LicenceMate as soon as possible.

5. Payment, prices, and fees

Lesson prices are shown at checkout, in your booking flow, or in your lesson-plan or package offer. You must pay the required amount, or have enough eligible credits, before the lesson is confirmed unless LicenceMate agrees otherwise.

Payments may be processed by third-party payment providers such as Stripe. LicenceMate does not store full card details. Card processing, payment authorisation, failed payment, chargeback, and fraud-screening rules may apply.

If a payment fails, is reversed, or is disputed, LicenceMate may cancel the booking, suspend future bookings, recover unpaid amounts, or require another payment method before further lessons are provided.

6. Wallet credits and lesson credits

LicenceMate may issue wallet credits, package credits, lesson-plan credits, promotional credits, or account adjustments. Credits can only be used for eligible LicenceMate services and cannot be used outside LicenceMate.

Unless LicenceMate agrees otherwise or the law requires it:

• credits are not cash and are not transferable;
• credits cannot be sold, exchanged, or assigned to another learner;
• lesson and package credits expire 24 months after they are issued unless a shorter period is clearly stated at the time of issue;
• promotional credits, discounts, and bonus credits may have different expiry or use conditions if clearly stated;
• credits are applied to eligible bookings according to LicenceMate's system rules;
• if a booking is cancelled more than 24 hours before the lesson start time, the booking credit will usually be returned to your LicenceMate wallet;
• if a booking is a late cancellation, no-show, or late arrival treated as a no-show, the credit may be forfeited.

If there is an error in your credit balance, LicenceMate may correct the balance and provide an explanation.

7. Rescheduling and cancellations by you

You may reschedule or cancel an ordinary learner lesson without penalty if you perform the necessary action through the platform more than 24 hours before the scheduled lesson start time, unless your booking confirmation, package, or written offer requires a longer notice period.

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

If you self-reschedule more than 24 hours before the lesson starts, your existing booking is updated in place. There is usually no wallet credit return, new charge, refund, or payment change for that self-reschedule.

If you cancel or ask to reschedule less than 24 hours before the lesson start time, LicenceMate may treat the booking as a late cancellation. A late cancellation may result in:

• no cash refund;
• the relevant credit being used or forfeited;
• the lesson being counted as used under your package or lesson plan;
• any additional reasonable costs being charged, where allowed.

Reschedule requests are subject to instructor availability. LicenceMate will try to help you find another suitable time, but we cannot guarantee that your preferred time, instructor, location, or vehicle will be available.

8. No-shows and late arrival

You are expected to be ready at the agreed start time and place. If you are late, the lesson may still finish at the scheduled end time.

LicenceMate or the instructor may treat the lesson as a no-show if:

• you do not attend;
• you cannot be contacted at the lesson time;
• you are not at the agreed pickup or meeting point;
• you arrive so late that the lesson cannot reasonably or safely proceed;
• you do not have the required permit, licence, glasses, contact lenses, or other legal requirement;
• you are unfit to drive.

If a booking is treated as a no-show, the full lesson fee may be charged, any credit may be used or forfeited, and the lesson may be counted as completed for package or lesson-plan purposes.

9. Your obligations during lessons

You must:

• follow all road rules and lawful directions;
• follow reasonable safety instructions from your instructor;
• tell your instructor about any licence restriction, medical condition, medication, anxiety, injury, disability, or other matter that could affect driving safety;
• wear required glasses, contact lenses, or other aids if they are a condition of your licence or needed for safe driving;
• be respectful to instructors, LicenceMate staff, and other road users;
• not attend under the influence of alcohol, illegal drugs, or medication that affects driving;
• not use a mobile phone while driving, except where legally allowed and approved by the instructor;
• not ask the instructor to do anything unsafe, illegal, or outside their professional judgement.

LicenceMate may cancel, suspend, or refuse future bookings if you abuse, threaten, harass, discriminate against, or behave unsafely towards an instructor, staff member, or other person.

10. Pickup and drop-off

Pickup and drop-off are only included where your booking, package, offer, or confirmation says they are included. Some intro lessons and lesson packages may include pickup and drop-off. Other lessons may require you to meet at an agreed location.

Where pickup and drop-off are included:

• the address must be within the instructor's service area;
• the location must be safe, legal, and practical for the instructor to stop;
• you must be ready at the agreed pickup time;
• a change of pickup or drop-off address may require approval and may not be possible at short notice;
• the lesson may be shortened if pickup or drop-off delays are caused by you or by information you provided.

If an address is not suitable, the instructor or LicenceMate may ask you to meet at another safe nearby location.

11. Safety, weather, and legal requirements

Safety comes first. Your instructor may change, pause, end, or cancel a lesson if they reasonably believe it is unsafe or unlawful to continue. This may include severe weather, road closures, vehicle issues, learner behaviour, illness, fatigue, or any legal restriction.

You must comply with South Australian road rules and any conditions attached to your permit or licence. You remain responsible for fines, penalties, or legal consequences caused by your own unlawful conduct, except to the extent LicenceMate or the instructor is responsible under law.

The instructor may take control of the vehicle or give urgent directions where needed for safety.

12. Instructor cancellation or changes

Sometimes an instructor may need to cancel, reschedule, or change a lesson because of illness, safety concerns, vehicle issues, family emergency, traffic disruption, weather, or another reasonable operational reason.

If LicenceMate or the instructor cancels a lesson and you are not at fault, LicenceMate will offer a reasonable remedy such as:

• rescheduling the lesson;
• returning or restoring the lesson booking credit to your LicenceMate wallet;
• issuing an account credit;
• reviewing a cash refund request where LicenceMate cannot provide the service, no suitable replacement lesson is available, or the law requires it.

LicenceMate may also need to change the instructor, vehicle, meeting point, or lesson time. We will try to give reasonable notice where practical.

13. Refunds

Refund eligibility depends on the booking type, timing, payment method, credits used, package or offer conditions, and the reason for cancellation.

As a general guide:

• if you cancel an ordinary learner lesson more than 24 hours before the lesson start time, the booking credit will usually be returned to your LicenceMate wallet;
• a returned booking credit is not automatically the same as a cash refund;
• if you cancel less than 24 hours before the lesson start time, your booking credit may be forfeited and you may not receive a cash refund;
• if you are a no-show or are too late for the lesson to proceed, your booking credit may be forfeited and you may not receive a cash refund;
• if LicenceMate or the instructor cancels and you are not at fault, LicenceMate will provide a reasonable remedy;
• if a service has a major problem or is not supplied as required by the Australian Consumer Law, you may have additional rights.

You may request a cash refund review where LicenceMate cannot provide the service you paid for, including instructor-caused failures, duplicate payment, no instructor service availability, or other support-approved cases. Learner late cancellations, learner no-shows, expired credits, transfer requests, and ordinary change-of-mind requests are not eligible for cash refund under this lesson policy unless the law requires otherwise.

If a cash refund is approved, LicenceMate refunds the lesson price that is eligible for refund. Handling fees and payment processing fees are not refunded unless required by law. Refunds to cards or bank accounts may take time to appear depending on the payment provider and your bank. Refunds are usually returned to the original payment method unless LicenceMate agrees otherwise or cannot reasonably do so.

Promotional amounts, discounts, bonus credits, and expired credits may be treated differently from amounts you paid, unless the law requires otherwise.

14. Lesson plans, packages, and offer-specific benefits

If you buy a lesson plan, package, promotional offer, or other bundled product, additional conditions may apply. These may be shown at checkout, in your booking confirmation, in your LicenceMate account, in the offer itself, or in a written LicenceMate support message.

Offer-specific conditions may cover lesson credits, expiry dates, pickup and drop-off, VORT-related inclusions, vehicle options, refunds, discounts, promotional benefits, or any pass-related benefit described in the offer.

If those specific offer conditions conflict with these learner lesson terms, the more specific condition applies to that offer, package, booking, or benefit. Pass-related benefits do not apply to ordinary learner lessons unless the package or offer expressly says they do.

15. Lesson records, feedback, and progress

LicenceMate and instructors may record information about your bookings, attendance, credits, payment status, lesson progress, skill assessment, instructor recommendations, and support communications.

Lesson feedback, intro lesson reports, and roadmap recommendations are based on the instructor's professional judgement at the time. They may change as your driving ability, practice, confidence, road conditions, and legal requirements change.

16. Disputes and complaints

If something goes wrong, contact LicenceMate as soon as possible with the booking details and a clear description of the issue. Where practical, include any relevant messages, screenshots, receipts, or photos.

LicenceMate may review booking records, payment records, instructor notes, platform messages, GPS or calendar information, and other relevant information. We may ask the instructor for their account of what happened.

LicenceMate will try to resolve disputes fairly and practically. Possible outcomes may include an explanation, reschedule, credit adjustment, refund, instructor change, account restriction, or no further action.

17. Limitation of liability

Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded.

To the maximum extent allowed by law, LicenceMate is not responsible for:

• losses caused by your breach of these terms or the road rules;
• losses caused by inaccurate information you provide;
• missed opportunities, lost time, inconvenience, or indirect loss;
• a failure to pass a test or obtain a licence;
• delays or disruptions outside LicenceMate's reasonable control;
• instructor decisions made for safety, legal, or professional reasons.

Where LicenceMate is allowed to limit its liability, its liability is limited to resupplying the affected service, paying the cost of resupplying the affected service, restoring the affected credit, or refunding the amount you paid for the affected lesson.

18. Privacy

LicenceMate collects, uses, and shares personal information to manage bookings, process payments, coordinate instructors, provide support, verify eligibility, improve services, and meet legal obligations.

More information is available in the LicenceMate Privacy Policy.

19. Updates to these terms

LicenceMate may update these terms from time to time. The version that applies to a booking is usually the version in place when the booking is made, unless a later change is required by law, relates to safety, or is more favourable to you.

If we make important changes, we may notify learners through the website, support articles, account notices, email, SMS, or another reasonable method.

20. Governing law

These terms are governed by the laws of South Australia and applicable Commonwealth laws of Australia. The parties submit to the courts and tribunals that have jurisdiction in South Australia, subject to any rights you have under consumer protection laws.

21. Contact

For booking help, cancellations, reschedules, refunds, complaints, or questions about these terms, contact LicenceMate:

• Email: [email protected]
• Phone: 1300 138 626