Refund Policy
This Refund Policy must be read together with our Terms of Service and our Pricing Policy. In the event of any conflict, the Terms of Service shall prevail. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The simple version. You may request a refund of our Service fee at any time before your first Alert is sent, less non-recoverable card processing fees. The moment your first Alert is sent, the Service is considered performed and our Service fee becomes non-refundable — whether or not you choose to book the alerted slot on gov.uk.
1. Card Processing Fees — Non-Refundable in All Cases
Card processing fees are NOT refundable under any circumstances.
Card processing fees charged by our payment provider (Stripe, PayPal, or any other payment gateway used by the Company — typically 2–3% of the order value, depending on card type and country of origin) are deducted directly by the payment provider at the time of payment. These fees are never received by us and cannot be refunded by us under any circumstances, including:
- order cancellation (whether before or after your first Alert);
- statutory 14-day cooling-off cancellation;
- full or partial refund of our Service fee;
- chargeback or payment dispute (successful or otherwise);
- any other refund scenario.
By placing your order, you acknowledge and accept that card processing fees are non-refundable, separate from our Service fee, and outside the scope of any refund issued by us.
2. Before Your First Alert
You may request a full refund of our Service fee any time before your first Alert is sent, by contacting us via WhatsApp at wa.me/447441944708. Refunds in this period are subject to:
- Deduction of non-recoverable card processing fees (see Section 1);
- Deduction of any non-refundable administration fees already incurred on your behalf (see Section 5 for legacy Fresh Booking orders);
- The Working Hours processing window (see Section 4);
- The 60-calendar-day order window: after 60 calendar days from the order date, refund decisions are at the sole discretion of the Company. This voluntary limitation does not affect your statutory rights.
3. Once Your First Alert Is Sent
The moment your first Alert is sent, the Service is considered fully performed and our Service fee becomes non-refundable. This applies regardless of the reason, including but not limited to: change of mind; scheduling conflicts; you choosing not to book the alerted slot; the slot being claimed by another learner before you reach gov.uk; your subsequent failure to attend the test; your own cancellation of a booked test; or any post-Alert event outside our control.
Why this rule applies. An Alert is only ever sent when a slot matches every preference set in your Application Form — the centre, the date range, the time window, and any blackout dates. The Service you paid us to perform is, by definition, completed when an Alert is sent. A slot you choose not to book is not held or returned to a queue; it is released back to general DVSA availability and typically claimed by another learner within seconds.
Three-Alert Allowance per Order
One order entitles you to up to three Alerts in total. Each Alert sent counts as one of those three, whether or not you book the alerted slot on gov.uk. Once your three Alerts have been used, the order is complete and no refund is available, since the full Service has been performed. If you would like us to keep monitoring, please place a new order.
4. New Searches After an Alert — Full Fee Required
If you wish to search again under different preferences after an Alert has been sent, a new order at the standard fee is required. There is no reduced "change fee".
From 12 May 2026, under DVSA SI 2026/326, only the candidate may book, change, cancel, or swap their own DVSA driving test on gov.uk. The Company does not book or change tests on the Customer's behalf, and therefore the legacy £30.00 post-booking change administration fee no longer applies to new orders.
If you change your mind about your preferences after one or more Alerts have been sent, or if you successfully book an alerted slot and later wish us to monitor for a different test, this is treated as a new search and requires a new order at the standard Service fee (plus any applicable add-ons). This is because each search consumes a fresh allowance of monitoring time, system resources, and Alert capacity on our infrastructure.
Refund eligibility on the new order is governed by this Policy in the normal way — full refund of the new Service fee before the first Alert on the new order is sent, less non-recoverable card processing fees.
Note: any change, cancellation, or swap of an existing DVSA booking must be done by the Customer themselves on gov.uk, subject to DVSA's own rules (including the 2-changes-per-booking limit in force since 31 March 2026 and the 3-nearest-centres rule from 9 June 2026).
5. Working Hours and the 6-Hour Processing Window
Working Hours: Monday to Friday, 09:00 to 18:00 UK time, excluding English public holidays.
All refund requests must be submitted via WhatsApp during Working Hours. Messages received outside Working Hours are deemed received at the start of the next working day. All refund and cancellation requests require a minimum of 6 hours from receipt during Working Hours to be reviewed and actioned ("Processing Window").
Our monitoring system operates continuously and in real time, including outside Working Hours. If your first Alert is sent during the 6-hour Processing Window (i.e., after you submit a refund request but before it has been actioned), the Service is considered fully performed for that Alert and no refund will be available. It is therefore your responsibility to submit any refund request as early as possible during Working Hours.
6. Legacy Orders — Fresh Booking Administration Fee (£28)
Applies to orders placed before 12 May 2026 only.
For orders placed before 12 May 2026, where we created a "Fresh Booking" on the DVSA system on the Customer's behalf (i.e., where no existing DVSA driving test booking was held at the time of order), a £28.00 Fresh Booking administration fee was incurred at the point the Fresh Booking was created.
This £28.00 Fresh Booking administration fee is and remains non-refundable under any circumstances, including:
- order cancellation (whether before or after the first Alert / first booking);
- statutory 14-day cooling-off cancellation under the Consumer Contracts Regulations 2013, in line with regulation 36 (services already performed where the consumer gave express consent to early commencement);
- chargeback or payment dispute (successful or otherwise);
- any other refund scenario.
This is because the £28.00 represents a cost that has already been incurred on the Customer's behalf at the point of the Fresh Booking, including manual administrative work, system access, and the creation or activation of a valid test reference on the DVSA system.
From 12 May 2026 onwards, we no longer offer the Fresh Booking service. The DVSA's new rules effective 12 May 2026 reserve the act of booking a driving test to the candidate. New customers signing up from 12 May 2026 must already hold a valid DVSA driving test booking before placing an order with us.
7. Legacy Orders — Post-Booking Change Fee (£30)
Applies to legacy orders only — no longer available from 12 May 2026.
For orders placed before 12 May 2026, where the Company successfully booked a test on the Customer's behalf and the Customer subsequently requested a change to the test centre, date, or time, a £30.00 administration fee applied for the new search.
This £30.00 change fee is no longer available from 12 May 2026 onwards, because under SI 2026/326 the Company no longer books or changes tests on the Customer's behalf. From 12 May 2026, any new search request after an Alert has been sent requires a new order at the standard Service fee, as set out in Section 4.
8. 14-Day Statutory Cooling-Off Period
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel within 14 calendar days of placing your order. By placing your order and submitting your Application Form, you expressly request that we begin the Service immediately.
If you exercise your statutory right within the 14-day period:
- If no Alert has been sent, you are entitled to a full refund of our Service fee, less non-recoverable card processing fees (Section 1) and any legacy Fresh Booking administration fee already incurred (Section 6).
- If your first Alert has already been sent, the Service is considered fully performed in respect of that Alert and the statutory right to cancel for the performed portion is lost (in line with regulation 36 of the 2013 Regulations, to which you have given your express consent by placing the order).
9. Refund Processing
Eligible refunds are processed on scheduled refund days and not immediately. Same-day refunds are not available under any circumstances. The refund amount will never exceed the original payment minus non-refundable fees set out in this policy. Once a refund has been issued by us, processing timelines are determined by the payment provider and your issuing bank — typically 5–10 working days.
10. Chargebacks and Payment Disputes
Please contact us before filing a chargeback. If a chargeback is filed where the Service was performed in accordance with our Terms (including the dispatch of one or more Alerts, or the creation of a legacy Fresh Booking before 12 May 2026), we will contest it with full evidence (Application Form records, Alert dispatch logs, communication records, and DVSA booking records), and may suspend your account, recover costs, and report the matter to fraud prevention agencies.
Filing a chargeback does not release you from your obligations under the Terms of Service. Card processing fees levied by the payment provider in connection with a chargeback (whether successful or otherwise) remain non-refundable in all cases.
11. How to Request a Refund
WhatsApp: wa.me/447441944708
This is our sole monitored support channel. Emails are not monitored and phone calls are not accepted. Please include your name and order reference in your message.
Refund decisions are made fairly and consistently in line with this policy and our Terms of Service.