Your search fee and refunds

7. Completion, acceptance and declined offers

We collect the service fee upfront, but earn it only when you accept a current, qualifying instructor offer on your search page. Publishing an offer alone does not earn the fee. We notify you by email when an offer is ready and give you a private link to review it.

You can accept a valid offer while its hold remains open. Acceptance confirms your choice of instructor and earns our service fee. We then complete the introduction by releasing the relevant contact details, informing the instructor of your acceptance and asking them to contact you to finalise the lesson arrangements. This handover may require action by our team and is not treated as completed merely because you clicked accept. If you provide a contact number at acceptance, they can text or call you; otherwise they use the agreed contact details. Acceptance on our site does not itself confirm that a lesson has taken place or replace your separate agreement with the instructor.

Declining any offered instructor closes the entire search and triggers a full refund of the service fee, including any Priority upgrade. It does not request another round of offers. The other held offers are released, and a later change of mind cannot revive a declined offer or closed search.

If you do not accept an offer, we refund the full service fee once the final valid held offer expires. If another current offer is still held, its decision period remains available. An expired, withdrawn, superseded or already declined offer cannot be accepted. Accepting one offer releases competing holds.

8. Our refund guarantee

You receive a full refund of the service fee if no qualifying instructor-confirmed offer meeting your agreed requirements and lesson dates is published by the purchased search deadline. Standard searches have a 14-day deadline and Priority searches have a 72-hour deadline, both measured from confirmed payment and including weekends.

The full refund also applies if you decline any offer, or if no offer has been accepted when the final valid held offer expires. These guarantee refunds include the full Priority upgrade. Search work and messaging costs are not deducted from these refunds.

Priority does not automatically fall back to a longer standard search. A qualifying offer published before the deadline keeps its full decision period even if the hold ends after that deadline. You do not have to accept an offer outside your agreed dates or mandatory requirements.

The guarantee concerns our instructor matching service. It does not guarantee teaching performance, a driving test result or lesson availability beyond the terms actually confirmed. If you ask us to stop before accepting an instructor offer, we also refund your full service fee, including Priority. No search-work costs are deducted from that refund. Your statutory rights remain unaffected.

9. Cancellation after work starts

You can cancel your search before accepting an instructor offer and receive a full refund of the service fee, including Priority. This applies even if we have begun checking availability or contacting instructors. We do not deduct search-work or messaging costs from this refund.

Where the Consumer Contracts Regulations provide a cooling-off right, the period normally ends 14 days after the day the service contract was entered into. Our full pre-acceptance cancellation promise is additional to those statutory rights and does not depend on showing a reason.

Accepting a valid offer earns the service fee, but does not on its own end any statutory cancellation right. Our matching and introduction service is fully performed only when the actual introduction has been completed, including release of the relevant contact details, informing the instructor of your acceptance and asking them to contact you. Where the service has actually been fully performed following your express immediate-start request and acknowledgement, the statutory cancellation right ends to the extent permitted by law. Any statutory cancellation right that remains before full performance, and rights relating to a breach, an invalid offer or a service not provided with reasonable care and skill, are unaffected.

To cancel, give us a clear statement through the contact page or the contact details in your confirmation. Include your name, search reference and date of order so we can identify it. No special phrase or reason is required, and using our suggested notice is optional. We process any repayment legally due within the applicable time limit, normally 14 days after we are informed.

10. Withdrawn, inaccurate or invalid offers

Tell us promptly if an instructor withdraws an offer before lessons begin, denies agreeing the offer or cannot provide a material requirement that the offer purported to confirm. We investigate against the saved request, instructor confirmation and message history. A materially invalid offer is not treated as a valid fulfilment of your agreed search.

Confirmed instructor withdrawal or material invalidity before lessons begin receives the applicable search-fee refund protection. This is separate from a later change of mind after accepting a valid offer. Changes to lessons after an introduction, including rescheduling requested by you, are normally governed by your lesson agreement with the independent instructor, without excluding any remedy for a failure in our own service.

11. Refund handling and payment disputes

Refunds are returned through the original payment method. Requested, processing, completed and failed refunds are different states. We do not describe a refund as completed before the payment provider confirms it. Your bank may take additional time to display a completed refund.

Cancellation before acceptance receives the full service-fee refund described above. A pending payment-provider operation does not remove the legal repayment deadline. A failed refund remains due and must be resolved. Older orders retain any cancellation assessment rules they were purchased under.

Contact us with the search reference if a payment or offer appears wrong so we can investigate. You do not give up any lawful right to raise a payment dispute, complain to a relevant body or pursue another available remedy by contacting us first.

16. Complaints, applicable law and older orders

Raise a complaint through our contact page or the contact details in your confirmation, explaining the issue and giving your search reference. We review the request and relevant records and explain our response. If the complaint concerns a statutory cancellation, refund deadline or an expiring offer, say so that it can be handled promptly.

These terms are governed by the laws of England and Wales, without removing mandatory consumer protections that apply where you live. Consumers in Scotland or Northern Ireland may bring proceedings in their local courts where the law allows; nothing here forces a consumer to give up that right.

This policy version applies to new orders accepted under it. Earlier searches, payments, invoices and bookings retain the terms agreed when they were purchased, including any more generous pre-offer refund promise. Changes require agreement where the law requires it and cannot retrospectively reduce a purchased guarantee or statutory right.