Learner Terms and Refund Policy

1 Parties and acceptance

These Terms govern the LicenceLane marketplace, prepaid entitlements and Bookings. PRIME NEST HOLDINGS PTY LTD ABN 13 698 630 554, trading as LicenceLane (LicenceLane, we, us), supplies the platform services. The Instructor Business supplies each booked lesson or test-day service. You means the account holder or purchaser. Conduct and eligibility requirements also apply to the person receiving the service (Learner). Contact: info@licencelane.com.au or https://licencelane.com.au.

You accept these Terms through the platform's acceptance step. Before payment, we disclose the services or hours, Total Price and material purchase conditions. You may buy Prepaid Entitlements before choosing an Instructor. For each Booking, we identify its supplying Instructor Business, individual Instructor, service, time and pickup or meeting arrangement before you authorise payment or apply Prepaid Entitlements to confirm it. Personal information is handled under the Privacy Policy.

LicenceLane may update these Terms for future purchases. Changes do not alter an agreed Booking or prepaid entitlement without your agreement, except as required by law. Material changes affecting an ongoing account will be notified with reasonable notice, unless an urgent legal, safety or security reason requires earlier action. Prices and fees follow clause 6.

Booking means a confirmed reservation for a named Instructor, service and time. Instructor Business means the sole trader or company supplying that booked service. Instructor means its approved individual delivering the service. Prepaid Entitlement means purchased hours or specified services recorded in your account for later Bookings. It does not itself reserve an Instructor or time.

Service Price means the price of a lesson, test-day service or Prepaid Entitlement after discounts, including GST where applicable. Platform Booking Fee means the fee in clause 6. Total Price is the Service Price plus that fee and selected extras. Amounts are Australian dollars. Discounted Purchase has the meaning in clause 11.

2 Our services and responsibilities

The Instructor Business supplies the booked lesson or test-day service using its own or lawfully leased vehicle. LicenceLane acts as its booking and payment agent. Your contract for that instruction or test-day service is with the Instructor Business, which is responsible for delivery and its consumer-law obligations.

LicenceLane separately provides platform services and issues and administers Prepaid Entitlements. LicenceLane is responsible for honouring those entitlements under these Terms, including where no Instructor has yet been chosen. An Instructor Business becomes responsible for a service when its Booking is confirmed. LicenceLane remains responsible for its own conduct and obligations imposed by law.

LicenceLane does not issue driver licences, conduct licensing assessments or guarantee a test appointment, pass or other licensing outcome. A Booking does not include a nationally recognised qualification or statement of attainment.

Car lessons are offered across Australia, subject to instructor availability. LR, MR, HR and HC training is offered in Queensland only. Other licence classes are not offered. The licensing rules of the place where the service is delivered apply.

3 Age authority and eligibility

Learners under 18 may create an account, book and accept these Terms, subject to applicable law, if they understand the nature of the purchase and these Terms. A parent or legal guardian must act where the Learner lacks that understanding or consent is required by law. These Terms bind a minor only to the extent permitted by applicable law. Anyone booking for another person must have authority to use their information and give them the service details.

The Learner must hold the licence, permit or other authority required for the booked class and comply with its conditions. Check eligibility before booking and bring required identity, licence, logbook, medical and test documents.

Tell the Instructor about any condition or adjustment relevant to safe instruction. Do not provide unrelated medical information.

4 Account and acceptable use

Provide accurate information, protect your login and report unauthorised use. Do not impersonate others, misuse personal information, falsify records, bypass security, interfere with the platform or misuse payments, promotions, reviews or complaints.

LicenceLane and its licensors own the platform and their content. You may use them for lawful booking purposes. Reproduction, commercial reuse or unauthorised data extraction requires permission unless permitted by law.

5 Selecting an Instructor and automatic Booking

Check the Instructor Business, individual Instructor, vehicle, transmission, service area, time, inclusions and pickup or meeting arrangement before booking. Give an accurate pickup address where pickup is offered.

A Booking confirms automatically when payment succeeds or available Prepaid Entitlements are applied to the selected time. No separate Instructor acceptance is required. Times use the location and time zone shown in the Booking. Changing an existing Booking or switching its Instructor follows clause 9; unused, unreserved entitlements may be used with another eligible Instructor under clause 7.

A change of named Instructor, supplying Instructor Business, confirmed price or material service detail requires your agreement, except where required by law. If an obvious pricing or system error prevents fulfilment, LicenceLane may offer a correction or cancel and promptly refund the Total Price. You may decline the correction. Other legal remedies remain available.

6 Price and payment

LicenceLane sets booked Service Prices as the Instructor Business's authorised agent and sets prices for its Prepaid Entitlements. LicenceLane charges a separate Platform Booking Fee of 3% of the Service Price for its booking and administration service. This fee includes GST, applies regardless of payment method and is not a card-payment surcharge. Advertised prices include this fee and other unavoidable charges wherever the total can be calculated. The total and itemised fee are shown before payment. Optional extras require your selection.

The fee is charged once when a Booking or Prepaid Entitlement is purchased. Redemption, restoration, an unchanged reschedule or changing the Instructor for unused entitlements does not attract a second fee.

LicenceLane may change prices and the Platform Booking Fee rate for future purchases. The applicable price and fee are shown before payment. Existing purchases retain their agreed prices and fees.

Pay through our authorised payment provider using a payment method you may lawfully use. Payment to LicenceLane for a confirmed Booking discharges the corresponding amount owed to the Instructor Business. Applying Prepaid Entitlements funds the corresponding Booking without another payment for the same services.

After payment, LicenceLane issues a receipt and any tax invoice required by law. A purchase without a confirmed Booking records the Prepaid Entitlement issued by LicenceLane and does not identify an unselected Instructor Business as having supplied a lesson. For booked Instructor services, LicenceLane issues documents as the supplying business's agent. Documents identify the supplier and ABN for each supply as required, distinguish LicenceLane's own services and show applicable GST. Tax invoices and adjustments follow GST law. Report duplicate or unauthorised charges promptly.

7 Promotions prepaid hours and expiry

Promotions apply when their disclosed eligibility conditions are met. LicenceLane may reject fraudulent or ineligible use. A promotion will not be withdrawn from an eligible completed purchase. A genuine discounted offer may carry the no-change-of-mind cash-refund condition in clause 11 only if clearly disclosed before payment.

Before a prepaid purchase, we disclose the hours or services, eligible licence class, transmission and service area, Total Price, redemption conditions, any expiry and the refund conditions. Hours are service entitlements, not a dollar balance that reduces when later lesson prices rise. You may choose an Instructor now or later, use the hours in separate Bookings and choose different eligible Instructors for those Bookings. Later price changes do not reduce the hours purchased or add a charge for the same included service.

Prepayment does not guarantee a particular Instructor or time before a Booking is confirmed. Book within the disclosed service area and eligibility conditions and allow reasonable time to arrange services. LicenceLane must make redemption available as promised and within a reasonable time. We do not retain payment for services we cannot make available as promised merely because the offer was discounted.

For Bookings, deductions and partial refunds, the Service Price and Platform Booking Fee are allocated across the purchased services as disclosed at purchase. Equal hours of the same service are allocated equally; different services use the disclosed allocation or their relative standalone prices at purchase. Completed services are not retrospectively repriced to remove a package discount.

Hours or services allocated to a confirmed Booking are reserved and cannot also fund another Booking. They are used when delivered, refunded when a refund is due, or deducted only to the extent a lawful cancellation charge applies. Timely cancellation restores the unused entitlement under clauses 9 and 11. Your account records the balance, reservations and applicable expiry.

The expiry date, time zone and whether services must be booked or completed by that date must be clear before purchase and in the purchase confirmation. Any expiry must be lawful, reasonable and consistent with applicable gift-card laws. A statutory minimum validity period overrides a shorter date. If no expiry is disclosed, none applies. We do not shorten an existing entitlement's validity period.

Restored entitlements keep their original expiry unless we agree to extend it or an extension or refund is required by law. If our or an Instructor's cancellation, lack of promised availability or platform fault prevents reasonable use before expiry, we offer a reasonable extension or a refund of the affected Service Price and corresponding Platform Booking Fee. An expiry does not cancel a Booking validly made for a permitted later service date.

8 Practical test and test day services

A test-day Booking covers only the training, Instructor and vehicle time, travel and support listed. The licensing test or assessment and its fee are arranged separately with the licensing authority or authorised provider, which controls eligibility, appointments and assessment. Queensland LR, MR, HR and HC practical tests are through TMR.

Coordinate the separate test appointment with the Instructor service, including the date, centre, transmission, travel, arrival and documents. The LicenceLane confirmation reserves Instructor and vehicle time only.

Changing one booking does not change the other. The 24-hour policy in these Terms applies to the booked Instructor service; the test provider's rules govern its appointment and fee.

9 How to cancel or reschedule

Cancel or request a reschedule through your account, or email info@licencelane.com.au if that control is unavailable. Notice counts when we receive an identifiable request. If a platform fault prevents notice, we consider reliable evidence of a timely attempt. The deadline is 24 elapsed hours before the whole Instructor service starts, including weekends and public holidays. For a test package, use the training or service start, not the later test time.

For purchases other than Discounted Purchases, cancelling an ordinary lesson, test-day package, test-day vehicle or support service with at least 24 hours' notice gives a refund of the affected Service Price. Unused prepaid refunds follow clause 11. The Platform Booking Fee follows clause 14.

For any Booking, at least 24 hours' notice allows rescheduling or restoration of the allocated entitlement, subject to availability and its lawful expiry, without a cancellation or second platform fee for the same service. For a Discounted Purchase, this gives service credit rather than a change-of-mind cash refund. A different or additional service may require an agreed price adjustment.

With less than 24 hours' notice, or a no-show, no change-of-mind refund is ordinarily offered for the affected reservation. The Instructor Business may retain up to its Service Price, limited to its reasonable loss after reasonable steps to reduce that loss, including avoided costs and replacement bookings. LicenceLane administers this amount as agent. Only the affected prepaid reservation's allocated value may be deducted. Any excess is refunded or restored. Platform-fee retention must not duplicate this recovery. Clauses 12 and 17 remain available.

10 Completed services and compassionate review

A completed service is not refundable merely because you change your mind, progress more slowly than expected or do not pass a test. Service-failure remedies remain available under clause 17.

LicenceLane may approve a compassionate exception for serious illness, injury, bereavement or emergency. Contact us promptly with only necessary evidence. The Platform Booking Fee follows clause 14.

11 Discounted purchases unused entitlements and refunds

A Discounted Purchase is a prepaid package or bundle, individual lesson on sale, or discounted test-day lesson, vehicle or support service sold at a genuine discount and clearly identified before payment as having no change-of-mind cash refund. You do not receive a cash refund merely because you change your mind, pass earlier than expected, no longer need the service or choose another provider. If this condition was not disclosed before purchase, the ordinary refund rules apply. Statutory remedies are unaffected.

The 24-hour rule applies to each reservation funded by a Discounted Purchase. Timely cancellation restores its hours or services or allows rescheduling; it does not itself forfeit them. A lawful late-cancellation deduction affects only that reservation. Until used, lawfully deducted, refunded or lawfully expired, the remaining entitlement stays available under the purchase conditions.

For prepaid purchases that are not Discounted Purchases, you may request a refund before the entitlement lawfully expires. The refundable amount is the Service Price less the allocated value of completed services, lawful late-cancellation amounts and any Service Price already refunded. A booked service remains subject to clause 9. No package administration fee applies. Expiry does not extinguish a refund requested in time or otherwise required by law.

After a Prepaid Entitlement's lawful expiry, its unused, unreserved hours or service credits end. LicenceLane is entitled to retain the Service Price attributable to those expired entitlements for its own benefit and may recognise it as income from unused entitlements (breakage), in accordance with applicable accounting and tax requirements. This applies only where the disclosed expiry is enforceable and the entitlement has been made reasonably available for use. It excludes amounts subject to an outstanding refund or extension right, a confirmed Booking, or a legal obligation to pay another person. It is not an additional Platform Booking Fee or a charge for a lesson treated as delivered.

The no-change-of-mind condition and expiry do not prevent remedies for supplier failure, inability to supply as promised or within a reasonable time, a material change you do not accept, or another legal entitlement. Clauses 12, 14 and 17 apply. Compassionate exceptions may be considered under clause 10.

12 Instructor cancellation breakdown and other disruption

If LicenceLane or the Instructor Business cancels, or the Instructor does not attend, lacks required authority, supplies an unsafe or unsuitable vehicle, or cannot start or materially complete the service, including because of breakdown, you may choose a refund of the affected Service Price and corresponding Platform Booking Fee or suitable rebooking. This applies to Discounted Purchases too. You do not have to accept credit or a replacement. Unless you choose rebooking, we initiate the refund promptly. Refunded prepaid services are removed at their allocated purchase value. Clause 17 preserves any further remedies.

If severe weather, closure, emergency or another event outside reasonable control prevents safe performance, you may choose an available reschedule or a refund of the undelivered Service Price and corresponding Platform Booking Fee. Separately paid test fees follow the test provider's rules, without excluding compensation otherwise owed by law.

13 Safety refusal lateness and no-show

An Instructor may refuse or stop a service for a legal or safety reason, including invalid authority, intoxication, serious fatigue, abusive conduct or refusal of a lawful safety direction. If the cause is within your control, clause 9's late-cancellation rules apply. An incorrect, discriminatory or Instructor-caused refusal does not remove your refund rights.

If you are late, the service may finish at the scheduled time. If you are not ready or contactable after reasonable contact attempts, the Instructor may record a no-show.

14 Platform fee refunds and processing

For a change-of-mind cancellation, the Platform Booking Fee is non-refundable to the extent it reasonably pays for booking and administration services already properly supplied. Any unearned or legally refundable portion is refunded. We refund the corresponding fee where a refund is due under clause 7 or 12, for failure to supply our booking service, and for duplicate or unauthorised charges. The same loss or service cannot be charged twice.

We explain retained amounts and initiate refunds promptly to the original payment method unless another method is agreed or legally required. No additional refund-processing fee applies. Bank processing may take extra time. A statutory refund is not replaced with credit without your agreement.

15 Learner conduct and incidents

Attend with required documents, corrective lenses and safe footwear. Wear a seatbelt, follow lawful safety directions and road rules, and say if you need to stop or do not understand. Do not drive while impaired or unfit.

Comply with phone restrictions. Do not behave abusively, sexually or dangerously, smoke or vape, carry an unauthorised passenger or weapon, or record others unlawfully.

Report a crash, injury or serious incident as soon as it is safe.

16 Reviews

Reviews must reflect genuine experiences and must not be unlawful, fabricated, misleading or disclose confidential information. By submitting a review, you authorise LicenceLane to display it for that purpose. LicenceLane may moderate or remove content that reasonably appears to breach these requirements.

17 Complaints and consumer guarantees

Send complaints to info@licencelane.com.au with the purchase or Booking details and requested outcome. We administer booking complaints and refunds with the Instructor Business and handle complaints about LicenceLane's own services and Prepaid Entitlements. We may request relevant evidence. You may also pursue a service complaint directly with the Instructor Business. This does not restrict your rights through your bank, a regulator, court or tribunal.

Nothing in these Terms excludes a right, remedy or guarantee that cannot lawfully be excluded, including under the Australian Consumer Law. These rights apply to discounted services. Refund and cancellation restrictions do not limit remedies for a failure by LicenceLane or the Instructor Business to meet its legal obligations.

18 Account changes disputes and general provisions

LicenceLane may restrict or close an account, or decline further bookings, where reasonably necessary for safety, fraud, unlawful conduct, non-payment, serious misuse or legal compliance. Except for urgent risks, we explain a material concern and give a reasonable opportunity to respond. Restrictions do not forfeit unused paid entitlements, extinguish refund rights or prevent lawful access to records; any affected entitlement must be honoured or lawfully refunded or otherwise resolved.

Queensland law governs these Terms, subject to mandatory laws and rights to use another competent court or tribunal. These Terms and the accepted service and promotion details form the agreement, without excluding representations or rights protected by law. If a provision is unenforceable, the remainder continues to the extent it can operate lawfully.