Cancellation & Refund Policy

We understand that plans can change. This policy sets out the rules for cancelling driving lessons booked through Drivzu and explains when you are entitled to a refund. Here is a summary of the key rules:

• More than 24 hours before the lesson: Full refund.
• Within 24 hours of the lesson: 60% partial refund.
• Instructor cancels: Full refund, always.
• Student no-show: No refund.
• Instructor no-show: Full refund plus potential account credit.

The full details of each scenario are set out in the sections below. This policy applies to all lessons booked through the Drivzu platform and should be read alongside our Terms of Service.

Under the Consumer Rights Directive (2011/83/EU) as transposed into Irish law by the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, you have a 14-day cooling-off period when you purchase services online. During this period, you can cancel your purchase for any reason and receive a full refund.

However, driving lessons are a service that may be performed within the 14-day cooling-off period. When you book a lesson that is scheduled to take place within 14 days of booking, you will be asked to provide express consent to begin the service before the cooling-off period expires. By giving this consent, you acknowledge that:

• You are requesting the service to begin within the 14-day cooling-off period.
• Once the lesson has been delivered, you will lose your right of withdrawal for that specific lesson.
• The standard cancellation policy set out below will apply instead of the 14-day withdrawal right.

If you have booked a lesson more than 14 days in the future and have not given express consent, you may exercise your full 14-day withdrawal right by contacting us at hello@drivzu.ie.

Students may cancel a booked lesson under the following conditions:

More Than 24 Hours Before the Lesson

If you cancel more than 24 hours before the scheduled start time of your lesson, you will receive a full refund of the lesson price.

Within 24 Hours of the Lesson

If you cancel within 24 hours of the scheduled start time, you will receive a 60% partial refund. The instructor has reserved their time for your lesson and may not be able to fill the slot at short notice, so a portion of the lesson fee is retained.

How to Cancel

• Through the app: Navigate to your upcoming bookings and select "Cancel Lesson". The cancellation will take effect immediately.
• Through support: Contact us at hello@drivzu.ie with your booking details. Please allow time for the support team to process your request.

Refund Timing

Where a refund is due, it will be processed within 14 days and returned to your original payment method. Please see Section 7 for further details on refund processing times.

If an instructor cancels a lesson for any reason, you will receive a full refund, regardless of when the cancellation occurs.

Instructors who repeatedly cancel lessons face consequences on the platform:

• Repeated cancellations will negatively affect the instructor's ranking and visibility in search results.
• Persistent cancellation patterns may result in a review of the instructor's account and potential suspension.
• Instructors are required to maintain accurate availability to minimise the need for cancellations. See our Instructor Agreement for full details.

Student No-Show

If you fail to attend a booked lesson without cancelling in advance (a "no-show"), you will not receive a refund. The instructor will be paid for the lesson. A lesson is considered a no-show if the student does not arrive at the agreed pick-up location within 15 minutes of the scheduled start time.

Instructor No-Show

If an instructor fails to attend a booked lesson without cancelling in advance:

• You will receive a full refund of the lesson price.
• You may also receive account credit as compensation for the inconvenience, at Drivzu's discretion.
• Instructor no-shows are treated seriously and may result in account suspension.

If you experience an instructor no-show, please report it through the app or by contacting hello@drivzu.ie so we can take appropriate action.

Drivzu reserves the right to cancel a booking in the following circumstances:

• Safety concerns: If we become aware of a safety risk to either the student or the instructor.
• Fraud: If we have reason to believe the booking is fraudulent or involves fraudulent payment.
• Terms violation: If either party has violated our Terms of Service or Community Guidelines.
• Technical issues: In rare cases where a platform error has resulted in an invalid booking.

Where Drivzu cancels a booking, the student will receive a full refund. We will notify both parties with an explanation for the cancellation.

All refunds are processed through Stripe, our payment provider. The following timelines apply:

• Refund initiation: Refunds are initiated within 3 business days of the cancellation being confirmed.
• Bank processing: Once initiated, it typically takes 5–10 business days for the refund to appear in your bank account, depending on your bank or card issuer.
• Refunds are returned to the original payment method used for the booking. We cannot process refunds to a different payment method.
• Partial refunds may be issued in certain circumstances, for example where a lesson was partially completed before being cut short for a valid reason.

If you have not received your refund within 14 business days, please contact us at hello@drivzu.ie with your booking reference.

When you book a lesson through our AI voice assistant, the booking process works as follows:

• The voice assistant will find a suitable instructor and time slot based on your preferences.
• A booking hold is placed for 15 minutes to allow you to complete payment.
• You will receive a payment link via the app or notification. You must complete payment within the 15-minute window.
• If payment is not completed within 15 minutes, the booking hold is automatically cancelled and the time slot is released back to the instructor's available schedule.
• No charge is applied for expired booking holds.

This human-in-the-loop payment confirmation ensures that no financial commitment is made without your explicit action.

If you are unhappy with a cancellation or refund decision, we encourage you to resolve the matter as follows:

Contact Support

In the first instance, please contact our support team at hello@drivzu.ie. Most issues can be resolved quickly through direct communication. Please include your booking reference and a description of the issue.

Formal Complaint

If you are not satisfied with the response from our support team, you may submit a formal complaint through our Complaints Procedure. We will investigate your complaint and respond within the timeframes set out in that procedure.

Chargebacks

As a last resort, you have the right to initiate a chargeback through your bank or card issuer via the Stripe payment system. Please note that we encourage you to contact us first, as chargebacks can take several weeks to resolve and we may be able to address your concern more quickly.

If you have questions about this policy, please contact us at hello@drivzu.ie.