Booking Modification Policy (Edit, Reschedule and Cancel)

Overview

At Secure Licence, we understand that plans can change, and flexibility is essential. This Policy provides detailed information on how, when and by whom bookings can be modified to ensure fairness and clarity.

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Definitions

Booking

Reserving a time in the driving instructor’s calendar via the Secure Licence platform.

Modification

Any change to a booking, including edits,  reschedules or cancellations made via the Secure Licence platform.

Defining an edit

An edit means to change the details of a booking such as the duration, a pick-up or drop-off address. In order for an edit to be accepted, it must be made via the Secure Licence platform.

Defining a reschedule

A reschedule means to change the date and time of a booking. In order for a reschedule to be accepted, it must be made via the Secure Licence platform.

Defining a cancellation

A cancellation means to indefinitely postpone, call off, revoke, or annul a booking. In order for a cancellation to be accepted must be made via the Secure Licence platform.

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Who can modify a booking?

A booking can be modified by 3 parties:

1. Learner driver or secondary account holder
2. Driving instructor
3. Secure Licence

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Modification Classifications

Voluntary modification

Made by a user via the Secure Licence platform.

Examples:

• A learner user logs into their account and reschedules a booking.
• A learner user logs into their account and cancels a booking.
• A driving instructor user logs into their account and cancels a booking.
• A driving instructor user logs into their account and reschedules a booking.

Involuntary modification

An implied change due to inactivity, a booking error or a third party. All involuntary modifications are considered cancellations.

Examples:

• A ‘no show’ where learner does not arrive at the pick up location on the date and time of their booking
• The learner contact phone number or the pick up address were incomplete or incorrect
• A learner has a driving test booking cancelled by the licencing authority due to incomplete paperwork
• A learner does not hold a valid and legal licence to drive as required by state legislation
• A driving instructor ‘no show’ where the instructor does not arrive at the pick up location within 15 minutes of the start time of the booking

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Modification Windows

A modification can occur in two time frames;

1. Before the cancellation window 

Modifications made up to 24 hours before the scheduled booking time.

2. After the cancellation window 

Modifications made less than 24 hours before the scheduled booking time.

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Modification Rules

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Before Cancellation Window

Full booking credit returned to the learner’s Secure Licence wallet without incurring any fees.

After Cancellation Window

A cancellation fee equal to the booking cost will be paid to the driving instructor.

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Examples of Modifications

Booking modification = edit

Booking modification = reschedule

Booking modification = cancellation

Booking modification = 'no show'

In the event of a ‘no show’ every attempt must be made to contact the other party,  this includes: 

• Phone call 
• SMS 
• Waiting out the front of the pick up address

OR

• Knocking on the front door (where complete address is available)

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Dispute Resolution

Process: Contact your instructor first. If unresolved after 48 hours, submit a dispute to Secure Licence Customer Support within 72 hours. For further information, refer to our support article - How to lodge a dispute.

Review: Disputes will be reviewed by our support team, and a decision will be communicated within 7 working days.

Outcome: If the dispute is resolved in favour of the learner, any charges applied will be credited or refunded appropriately.

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Changes to This Policy

Secure Licence reserves the right to update or modify this policy at any time. Changes will take effect immediately upon posting on our website. Continued use of the platform after any changes signifies acceptance of our updated policy.

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Contact Information

For any queries or assistance regarding our Booking Modification Policy, please submit a support request.