How to reverse a payment

This will be useful if: 

You are a Driving Instructor User of the Secure Licence booking platform.

You are trying to: 

Reverse a payment and not charge the learner for a cancelled booking.

Overview:

We understand that life can be unpredictable, and sometimes unforeseen circumstances can prevent you or your learner from keeping your booking. Secure Licence’s goal is to ensure a smooth and fair experience for everyone.  Below are examples of situations where you may choose to reverse a payment and not charge for a booking:

1.    Medical Emergency:

When a learner or their immediate family member experiences a sudden illness or medical emergency, or the learner is deemed contagious by a medical professional.

2.    Traffic Issue:

When there are significant traffic issues due to road closures or car accidents, and a driving lesson is not possible.

3.    Natural Disaster:

Severe weather events, earthquakes, floods, or other natural disasters prevent safe driving conditions for a learner driver.

4.    Bereavement:

If there has been a recent death in the immediate family.

5.    Pandemic or Public Health Orders:

If public health orders or guidelines due to a pandemic or other public health crisis prevent a driving lesson from going ahead.

We recommend actioning any reversals as soon as practical, this will ensure a smooth experience for your learner. You do have up to 30 days to reverse a payment if required.

How to reverse a payment

Step 1.

Log in to your instructor account.

Step 2.

From your Dashboard, scroll down to Upcoming Bookings.

Step 3.

Click the Booking History tab.

Step 4.

Locate the booking in this list, you may need to move to the next page.

Step 5. 

Click Booking # to open the booking details.

Step 6. 

In the payment section, click Reverse Payment.

Step 7. 

Using the dropdown, select a Reason for the reversal.

Step 8.

In the text box below, type a Message for Learner. Take a moment to re-read your message as this cannot be undone.

Step 9.

Check the box next to "I understand and agree to the Secure Licence Payment Policy"

Step 10.

Click Reverse Payment.

Step 11.

The booking will now appear in your Bookings History with a payment status of Returned.