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.
How our Service works. We provide a monitoring and notification service only. We monitor DVSA cancellation availability and send you notifications (via WhatsApp and email) with a direct link to each matching slot on gov.uk. You book, change, cancel, or swap your own test yourself on gov.uk. Under DVSA SI 2026/326 (effective 12 May 2026), only the candidate may do this. We never book, change, or cancel anything on the DVSA system on your behalf. Your order includes unlimited notifications until you book a test.
1. The Key Moment: Your First Matching Notification
Our monitoring work begins as soon as your order and Application Form are received, and runs continuously — day and night — until a slot matching every preference you set (your centres, date range, time window, and blackout dates) is found and notified to you. And we don't stop there: we keep monitoring and keep sending you unlimited notifications, at no extra cost, until you book a test. Your first matching notification is not the end of our work — it is simply the moment your refund window closes:
- Before your first matching notification — you may request a refund of the Service fee at any time (see Sections 2, 3 and 4).
- Once your first matching notification has been delivered (via WhatsApp or email) — the Service fee becomes non-refundable, and we continue working for you with unlimited notifications until you book a test.
Why the refund window closes at this moment — please read before you buy.
DVSA slots are released suddenly, often in bursts, after long quiet periods. Finding your first matching slot is the hardest and most valuable part of our work: it can take days of round-the-clock monitoring, and every notification we send is only ever for a slot that matches the preferences you yourself set. The moment that notification reaches you, you hold the timing information the Service exists to provide — you know matching slots have appeared and can act on gov.uk, whether on the exact slot we notified or on another slot visible in the same release. For this reason, refund eligibility does not depend on which slot you book, or on whether you book at all. What you never lose is the Service itself: notifications continue without limit until you book.
Bookings made after a notification. Where, during an active monitoring period, a booking or booking change appears on your DVSA record that matches the parameters of a notification we have sent you, or follows shortly after a notification we have sent you, it is presumed that the booking was made using our Service. You may rebut this presumption with evidence that the booking was unconnected to our Service.
2. Before Your First Matching Notification
You may request a refund of our Service fee at any time within 60 calendar days of your order, provided no matching notification has yet been delivered to you. The refund will be the amount you paid, less non-recoverable card processing fees where permitted (see Section 4).
After 60 days with no matching notification delivered, refund decisions are at the sole discretion of the Company. This does not affect your statutory rights.
3. 14-Day Statutory Cooling-Off Period
Under the Consumer Contracts Regulations 2013, you have the right to cancel within 14 calendar days of your order. By placing your order, you expressly request that we begin performing the Service immediately, and you acknowledge that once the Service has been fully performed — that is, once your first matching notification has been delivered — the statutory right to cancel is lost, in accordance with regulation 36(2). If you cancel within 14 days:
- If no matching notification has yet been delivered, your statutory withdrawal is honoured and the refund is made in full, without any deduction.
- If your first matching notification has already been delivered, the service you asked us to begin immediately — finding and notifying a matching slot — has been provided within the cancellation period at your express request, and under regulation 36(2) the statutory right to cancel no longer applies. This does not end our work: unlimited notifications continue until you book a test.
4. Card Processing Fees
Card processing fees are never returned to us by the payment provider.
Our payment provider charges a processing fee on every transaction (typically 2.9–4.4% of the order value, depending on card type and country of origin). When we issue a refund, the provider does not return this fee to us. It is a non-recoverable third-party cost, not a Company charge. For refunds granted under this policy outside your statutory rights (for example, goodwill refunds or refunds under the 60-day window in Section 2 after the 14-day statutory period has passed), this non-recoverable fee may be deducted from the refund. This deduction never applies to refunds made under your statutory right of withdrawal, which are always made in full.
5. Currency and Foreign-Card Refunds
All payments and refunds are processed in Pounds Sterling (GBP).
Any refund is issued in GBP for the same amount originally charged (less non-recoverable card processing fees where applicable under Section 4). If your card is denominated in another currency (e.g. EUR or USD), the amount credited back to your account in your local currency is determined by your bank's exchange rate at the time the refund is processed, which may differ from the rate applied when you paid. Any difference due to exchange-rate movement, or any foreign-transaction fee charged by your bank, is outside our control and is not something we can compensate.
6. After Your First Matching Notification, and After You Book
No refunds are available once your first matching notification has been delivered — but our work for you continues, with unlimited notifications, until you book a test.
This applies regardless of the reason, including but not limited to: change of mind; the notified slot being taken by another learner before you completed the gov.uk booking steps (further notifications continue in that case); you booking a different slot visible on gov.uk instead of the notified one; dissatisfaction with the dates, times, or centres of the slots notified (every notification matches the preferences you yourself set); scheduling conflicts; or you later cancelling or rescheduling a booked test yourself on gov.uk.
Once you book a test using one of our notifications, the Service concludes in full. If you later wish to monitor for a different or earlier test, this requires a new order (see our Pricing Policy).
7. Refund Processing
Refunds are processed on scheduled refund days. Same-day refunds are not available. The refund amount will never exceed the original payment. Once a refund is issued by us, the time it takes to appear in your account is controlled by your bank or card issuer, typically 5–10 business days.
8. Working Hours and Processing Window
Working Hours: Monday to Friday, 9:00 AM to 6:00 PM (UK time), excluding English public holidays.
All refund and cancellation requests must be submitted via WhatsApp. Messages received outside Working Hours are deemed received at the start of the next working day.
Refund eligibility is fixed at the moment your first matching notification is delivered — not at the moment we read your message. A refund request received before your first matching notification is honoured under Sections 2 and 3 even if we process it later during Working Hours. If you wish to stop receiving notifications, tell us clearly in your WhatsApp message and we will pause your search as soon as we see it during Working Hours; a notification dispatched before your pause request is received remains a valid delivery.
9. Chargebacks
Please contact us before filing a chargeback — most issues can be resolved quickly and directly. If a chargeback is filed in a case where the Service was performed correctly (i.e. at least one matching notification was delivered to the contact details you provided), we will contest it with full evidence, including our notification delivery records, system logs, and any resulting DVSA booking activity, and may suspend your account, recover our costs, and report the matter to fraud prevention agencies. Filing a chargeback does not release you from your obligations under the Terms of Service.
10. How to Request a Refund
This is our sole monitored support channel. Emails are not monitored and phone calls are not accepted. Please include your name and order reference (or the email and licence number used on your order) so we can locate your order quickly.
11. Legacy Orders
Customers who placed orders before 1 July 2026, under previous pricing or service terms (including the legacy GBP pricing, the "3-Alert" model, and, before 12 May 2026, any model where bookings were made on the Customer's behalf), remain subject to the refund terms that were in effect at the time their order was placed.