Refund & Cancellation Policy
Thank you for using Pivot Technology Ltd ("we", "us", or "our"). This Refund & Cancellation Policy explains how lesson cancellations, credits, and refunds work for learners who book driving lessons through our platform.
1. About Our Role
Payments made through our platform are processed by Stripe, our secure payment provider. We act as a platform and payment facilitator for independent, self-employed driving instructors ("Instructors"), enabling them to receive payments and issue refunds through Stripe.
Pivot Technology Ltd does not provide driving lessons directly and is not the seller of driving instruction services.
2. Lesson Credits
When you purchase lessons in the app, your payment is converted into lesson credits for the specific Instructor and lesson type you chose. Each credit represents one prepaid lesson with that instructor. Credits:
- Do not expire
- Cannot be transferred to another Instructor or user
- Can be refunded in line with this policy
3. Cancelling a Lesson Booking
You may cancel or reschedule a booked lesson through the app.
- If you cancel more than 24 hours before the lesson start time, the lesson credit will be returned to your account.
- If you cancel within 24 hours of the lesson, or do not attend, the credit will be counted as used and no refund or replacement will be issued.
The cancellation notice period is set by our platform and applies to all lessons for fairness and consistency.
4. Refunds for Unused Credits
You may request a refund at any time for unused lesson credits that were purchased through the app.
Refunds are calculated per original purchase. If you bought a group of credits (e.g. 10 lessons) and have used some, we can refund the unused portion from that same purchase only.
Refunds are issued to your original payment method within 5-10 business days of approval.
5. Non-Refundable Situations
Refunds or returned credits are not available if:
- The lesson took place;
- You cancelled within the notice period; or
- You breached the platform's Terms of Service (e.g. misconduct or misuse).
6. How to Request a Refund
You can request a refund by:
- Submitting a request through the app's Help or Support section
We aim to review all refund requests within 3 business days.
7. Your Consumer Rights
This policy does not affect your legal rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. If a lesson is not provided as described or the Instructor fails to deliver it, you may be entitled to a full refund.
8. Changes to This Policy
We may update this policy from time to time. Any Updates will take effect when published on our website and in the app. The "Last updated" date above shows the most recent revision.