Refund Policy
We hope every booking placed with DriveSafe Mate Driving School goes ahead smoothly, but sometimes issues arise. If you believe you may be entitled to a refund, please submit your request by email to info@drivesafematedrivingschool.com.au. We aim to assess refund requests fairly and consistently.
When You May Be Eligible for a Refund
Examples of situations where you may be eligible to receive a refund include:
- There are no available driving instructors servicing your location.
- There are no driving instructors available within the next 4 weeks.
- You accidentally processed your payment multiple times.
- You want to convert booking credits, for example:
- You have a test package credit but want driving lesson hours instead.
- You have driving lesson credits but want a driving test package instead.
- You have completed more than 10 hours of bookings and have lesson credits left over that you no longer need.
- Your driving instructor did not arrive for your booking.
- Your driving instructor cancelled your booking.
When You May Not Be Eligible for a Refund
Examples of situations where you may not be eligible to receive a refund include, but are not limited to:
- Your wallet value is zero or has expired.
- A change of mind, including:
- You found the service cheaper elsewhere.
- You completed your logbook hours and no longer need the service.
- You no longer wish to use the service.
- You relocated after your original purchase.
- Your preferred instructor is unavailable but other instructors are available.
- An issue with a driving instructor not meeting your quality expectations, including where:
- You can provide an instructor rating through your learner account.
- You can change instructor online where available.
- You may be able to discuss the matter directly with your instructor and request a payment reversal where appropriate.
- A booking issue caused by user error, including:
- Not holding the correct licence.
- Booking the wrong service.
- Providing an incorrect pick-up address.
- Providing an incorrect contact telephone number.
- Not meeting the licensing requirements to sit your driving test.
- Failing to book your driving test directly with the relevant test centre or authority.
- A booking issue caused by an external source, including a local licensing authority.
- You requested a late cancellation and your instructor charged you in accordance with the applicable policy.
- You have an active payment dispute or chargeback.
How to Request a Refund
You can request a refund, or submit a general complaint, by emailing info@drivesafematedrivingschool.com.au. To help us review your request faster, include as much detail as possible, such as:
- Your full name and contact details;
- The booking date and service type;
- The instructor’s name, if known;
- A clear explanation of the issue; and
- Any supporting evidence or screenshots, where available.
If we determine that you are eligible for a refund, the refund will usually be returned to your original payment method within 5 to 10 business days, depending on your bank or payment provider.
Related Policies
Your refund rights may also be affected by other DriveSafe Mate Driving School terms and policies. Please also review the following pages: