Refund Policy
When you can request a refund and how to do it
We hope that every booking placed via the Drivesafe Mate platform goes ahead without issue, but we understand that sometimes things happen. If a booking does not meet your expectations and you would like a refund, please submit a request by email to info@drivesafematedrivingschool.com.au or drivesafematebookings@gmail.com.
✓ When you may be eligible for a refund
- There are no available driving instructors servicing your location
- There are no driving instructors available within the next 4 weeks
- You have accidentally processed your payment multiple times
- You want to convert your booking credits (e.g. from a test package to lesson hours or vice versa)
- You have completed over 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 instructor cancelled your booking
✗ When you will not be eligible for a refund
Examples of when you will not be eligible (not limited to):
- Your wallet value is zero or has expired
- Change of mind — including finding the service cheaper elsewhere, completing logbook hours and no longer needing the service, no longer wishing to use the service, or relocating since your original purchase
- Your preferred instructor is not available, but other instructors are
- An issue with the driving instructor not meeting your quality expectations (you can provide an instructor rating, change instructor online, or discuss directly with the instructor to request a payment reversal)
- 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 licensing requirements to sit your driving test, or failing to book your driving test directly with the test centre
- A booking issue caused by an external source such as the local licensing authority
- You requested a late cancellation and have been charged by your instructor
- You have an active payment dispute
How to Request a Refund
To request a refund or make a general complaint, submit an email to:
drivesafematebookings@gmail.comWe encourage you to provide as much information as possible to speed up the process. If we determine you are eligible, you should expect any refunds to be returned to your original payment method within 5–10 business days, depending on your bank.
Questions about this policy?