Refunds & Cancellation Policy

Refunds, cancellations, deferrals, and reallocations are governed by this Section and any applicable product-specific terms presented at the time of booking.

Learner Cancellations

(a) 72 hours or more before the lesson start time: Learners are entitled to a full refund of the lesson fee.

(b) Less than 72 hours before the lesson start time: No refund is automatically due. Refunds at this stage are entirely at the Instructor’s discretion, except in genuine emergency circumstances.

(c) No-show: Learners who fail to attend a scheduled lesson without prior notice are not entitled to a refund.

(d) User error or incorrect booking information: If a refund must be issued due to Learner error or failure to review available information (including but not limited to booking manual vs automatic incorrectly, booking without checking stated availability expectations, or failing to meet the recommended 2-week lead time), L Plate may deduct a £20 administration fee reflecting reasonable and proportionate administrative processing costs.

(e) Booking suitability disclosure: Learners acknowledge the information published on LPlate.app, including:

“We ask learners to book at least 2 weeks before they want to start lessons. This helps ensure consistent availability with a suitable instructor. If you're looking to begin in 7–14 days, we'll do our best to help, but we can't guarantee a match at short notice. For requests under 7 days, we're usually unable to assist, as our instructors are typically fully booked during that time.”

Refunds requested due to misunderstanding or disregarding this information may be subject to the administration fee described above.

(f) Late arrival: If a Learner arrives late for a scheduled lesson, the lesson will end at the originally scheduled time. No refund or extension will be provided for time lost due to Learner lateness.

Instructor Cancellations

(a) If an Instructor cancels a confirmed lesson, the Learner will receive a full refund of the lesson fee.

(b) L Plate may assist the Learner in rescheduling with the same Instructor or an alternative Instructor, where possible. However, lesson availability or alternative placement is not guaranteed.

(c) Repeated or unreasonable short-notice cancellations by an Instructor may result in suspension or removal from the Platform.

(d) Where an Instructor repeatedly cancels lessons at short notice or fails to attend a confirmed booking without reasonable cause, L Plate reserves the right to:

  • Deduct applicable platform fees or associated costs from future Instructor payouts;

  • Suspend or remove the Instructor from the Platform at its discretion.

Refund Processing

Approved refunds will be processed via the original payment method used at booking. Refund processing times may vary depending on the payment provider but, once approved, are typically completed within 5 working days.

Platform Role & Disputes

(a) The contract for driving instruction services is between the Learner and the Instructor. L Plate acts solely as a booking, payment facilitation, and marketplace platform.

(b) L Plate may review disputes raised by either party for the purpose of determining the application of this Policy and any associated platform fees.

(c) L Plate’s decision is final in respect of platform fees, administrative charges, and any amounts retained or refunded via the Platform.

(d) Service quality disputes, including but not limited to teaching style, lesson content, or progression decisions, remain strictly between the Learner and the Instructor.

Test Packages, Mock Tests & Test-Day Support

(a) Learners are solely responsible for booking their own practical driving test with the DVSA. L Plate does not book tests on behalf of Learners.

(b) Test-day driving, including use of an Instructor’s vehicle, is conditional upon Instructor approval following a mock driving assessment confirming that the Learner is test-ready.

(c) Learners must provide a minimum of 14 days’ notice of their test date, time, and test centre in order to arrange test-day support.

(d) If the Instructor determines that the Learner is not test-ready, test-day driving will not proceed. In such cases, the mock test remains completed and the test-day portion may be deferred or reallocated toward further lessons, subject to availability.

(e) No entitlement to refunds arises solely due to a Learner being deemed not test-ready.

Bundles & Block Bookings

(a) Where multiple lessons are purchased as a bundle, cancellation terms apply on a per-lesson basis.

(b) Unused lessons may be refundable in accordance with the 72-hour cancellation policy above, subject to any applicable administrative fee.

(c) Completed lessons are non-refundable.

Intensive Packages

(a) Intensive courses are subject to instructor availability and test readiness assessment.

(b) Once an intensive schedule has been agreed and confirmed, cancellations within 7 days of the start date may be non-refundable due to scheduling commitments.

(c) Where a Learner is deemed not test-ready, remaining lesson time may be reallocated toward further tuition subject to availability.

(d) Refunds for unused intensive hours, where applicable, will be calculated on a pro-rata basis excluding completed lessons and any administrative costs.

Gift Cards

(a) Gift cards are non-refundable once purchased.

(b) Gift cards are transferable but not redeemable for cash.

(c) Gift cards must be redeemed within the validity period stated at purchase.

Events Outside Reasonable Control

Neither L Plate nor the Instructor shall be liable for cancellations or delays caused by events outside reasonable control, including but not limited to severe weather, illness, vehicle breakdown, road closures, government restrictions, or DVSA test cancellations.

In cases of severe weather, dangerous conditions, or genuine emergencies, L Plate and Instructors may waive cancellation fees at their discretion.