No-Show Policy for Lessons

This policy explains how LicenceMate treats lesson no-shows.

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

What is a no-show?

A no-show is when someone does not attend a scheduled lesson and the booking was not cancelled before the lesson.

No-shows are different from cancellations. If you cancel before the lesson, the learner booking change policy applies. If you do not attend and do not cancel, this no-show policy applies.

Learner no-shows

If you do not attend your lesson and do not cancel before the lesson, LicenceMate may mark the booking as a learner no-show.

If you are more than 15 minutes late and the lesson cannot reasonably proceed, LicenceMate may also treat the booking as a learner no-show.

The expected outcome is that the booking credit is forfeited and is not returned to your wallet unless a dispute shows that you were not at fault.

LicenceMate may use booking history, instructor notes, learner messages, arrival timing, phone records, and support records to review a disputed no-show.

Instructor no-shows

If an instructor does not attend a confirmed lesson within 15 minutes of the booking start time and the lesson was not cancelled or changed through the proper flow, LicenceMate may mark the booking as an instructor no-show.

The expected learner outcome is that the lesson booking credit is returned to the learner's wallet so they can book another eligible lesson.

If there is no suitable replacement lesson, the learner may request a cash refund review for a confirmed instructor no-show.

Instructor no-shows may be reviewed under instructor platform standards and may lead to account or operational action.

Late arrival

Late arrival may affect whether a lesson can proceed.

Instructors should make reasonable contact attempts before recording a learner no-show. This may include calling, sending an SMS, waiting at the pickup address, and knocking where a complete pickup address is available.

If the learner entered the wrong pickup address or wrong contact phone number, learner no-show forfeiture will normally stand. If the instructor attended the wrong location or did not make reasonable contact attempts, LicenceMate may treat the issue as instructor-caused.

Emergency instructor changes inside 24 hours

An emergency instructor cancellation or reschedule inside 24 hours is not the same as an instructor no-show if the instructor uses the approved emergency change flow and the learner is notified.

For emergency instructor changes, the learner's booking credit is returned to their wallet unless a later approved policy says otherwise.

First lesson and new-instructor cases

LicenceMate treats an instructor no-show for a learner's first lesson or first booking with that instructor as especially serious because it can affect learner trust, onboarding, and lesson planning.

This does not change the learner wallet outcome unless LicenceMate approves a separate remedy.