Cancellation & Refund Policy

Drivelo Pty Ltd | ABN 29 306 632 853 | 344 City Road, Southbank VIC 3006, Australia

Version 2.0 · Effective 5 May 2026 · Contact hello@drivelo.com.au

1. Purpose

This Policy explains how Drivelo Pty Ltd ("Drivelo") handles lesson Bookings, rescheduling, cancellations, credits, refunds, no-shows and related disputes across all Australian states and territories. It forms part of the Platform Terms of Service, Learner Terms and Conditions and Instructor Agreement.

2. Definitions

"Booking" means a confirmed lesson booked through the Platform. "Lesson Start Time" means the scheduled start time displayed in the Booking. "Notice Period" means the period before the Lesson Start Time set out below.

3. Booking confirmation

A Booking is only confirmed when (a) the Platform shows it as confirmed, and (b) the applicable payment authorisation or payment has been successfully processed.

4. Learner cancellation or rescheduling — more than 24 hours before Lesson Start Time

Where a Learner cancels or reschedules more than 24 hours before the Lesson Start Time, the Learner may choose:

  • a full lesson credit applied to the Learner's account
  • a refund to the original payment method
  • a free rebooking option
  • subject to any non-refundable third-party payment processing fees (clearly disclosed at checkout) and to applicable law.

5. Learner cancellation or rescheduling — within 24 hours of Lesson Start Time

Where a Learner cancels or reschedules within 24 hours of the Lesson Start Time, the Instructor may be entitled to retain all or part of the Booking amount as compensation for time held in the diary, subject to fairness, this Policy and the Australian Consumer Law.

Drivelo may, acting reasonably, issue a full or partial credit or refund where there are documented exceptional circumstances (see clause 8).

6. Instructor cancellation

If an Instructor cancels a confirmed Booking, the Learner may choose:

  • priority rebooking with the same or an alternative Instructor
  • a lesson credit
  • a full refund (including any third-party processor fees recoverable by Drivelo).

Repeated, last-minute or discriminatory Instructor cancellations may result in account action under the Instructor Agreement and the Instructor Code of Conduct, including warnings, listing pauses, suspension or termination.

7. No-shows

If a Learner fails to attend the pickup point, is significantly late, or is unavailable at the booked time without reasonable notice, the Booking may be treated as a Learner no-show and may be non-refundable, subject to applicable law and the consumer guarantees in the ACL.

If an Instructor fails to attend without reasonable notice, the Learner may receive priority rebooking, a credit or a full refund. Drivelo may also compensate the Learner with a goodwill credit at its discretion.

8. Exceptional circumstances

Drivelo may, acting reasonably, make exceptions where cancellation or non-attendance is caused by:

  • serious illness, accident, hospitalisation, bereavement or family emergency (with reasonable evidence)
  • dangerous weather, bushfire, flood or natural disaster
  • transport disruption, road closure or vehicle breakdown beyond reasonable control
  • government or regulatory restrictions (e.g. public-health directions)
  • other comparable events of force majeure.

9. Test packages and pre-paid lesson bundles

Where a Learner purchases a multi-lesson package or test-day package, individual lessons within that package are governed by clauses 4–8. Drivelo will, where reasonably practicable, allow remaining lessons in a package to be transferred to another Instructor on the Platform if the original Instructor becomes unavailable. Pre-paid packages are subject to any expiry period clearly disclosed at the time of purchase, consistent with the ACL.

10. Refund timing

Approved refunds are processed back to the original payment method within 10 business days of approval, although the time funds appear in your account may depend on your bank or payment provider.

11. Chargebacks

Users must contact Drivelo at support@drivelo.com.au before initiating a chargeback. Where a chargeback is initiated, Drivelo may pause credits, payouts or account access while the matter is investigated. Fraudulent or unjustified chargebacks may result in account suspension or termination.

12. Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any right or remedy under the Australian Consumer Law, including:

  • the consumer guarantee that services be provided with due care and skill
  • the consumer guarantee of fitness for any disclosed purpose
  • the consumer guarantee of supply within a reasonable time
  • remedies for major failures, including a right to a refund, replacement or compensation.

If you believe a service has not met a consumer guarantee, please contact Drivelo. You can also access information from the ACCC, your state or territory consumer-affairs/fair-trading agency, or seek independent legal advice.

See all Drivelo policies

Questions about any policy? Email hello@drivelo.com.au.

For urgent safety risks, call 000 (Triple Zero) first, then notify Drivelo.