Refund Policy
Last updated: 26/11/25
1. Cooling-Off Period (14 Days)
Under the Consumer Contracts Regulations 2013, customers have 14 days from the date of booking to cancel for a full refund provided the service has not already begun.
The service is considered to have begun when any of the following occur:
Instructor allocation
Diary blocking or scheduling
Booking administration
DVSA test checking or preparation
Communication with an instructor
Course setup work
If any service has begun within the 14-day period, a pro-rata deduction will apply to reflect the work completed.
2. Refunds After 14 Days
Once the 14-day cooling-off period has passed, refunds are calculated on a pro-rata basis, taking into account:
Administrative work completed
Instructor allocation
Diary blocking
DVSA test fees paid or booked
Course coordination
Instructor communication
Hours delivered
Hours allocated
Missed or cancelled lessons
Costs already incurred in preparing the course
Refunds after 14 days are not guaranteed and may be significantly reduced depending on work completed.
3. Instructor Allocation (Service Has Begun)
Instructor allocation constitutes the beginning of the service.
Where an instructor has been allocated to the course, deductions will include:
The instructor’s weekly or daily allocation fee
Time blocked out in their diary
Planning and preparation time
Coordination and communication performed
These deductions may result in no refund being due, even if the pupil later decides not to proceed.
Instructor allocation deductions apply regardless of whether the instructor later takes a different pupil, as loss is assessed at the time of cancellation.
4. Partially Completed Courses (Pro-Rata Refunds)
Where some training has already been completed, refunds for remaining hours are calculated based on the actual cost of providing those hours (the instructor’s hourly delivery rate), not the retail course price.
A deduction will also be made for:
Admin work
Coordination
DVSA work
Reallocation work (if applicable)
This method ensures refunds reflect the true cost of the undelivered portion of the service.
5. Instructor-Claimed Fees (Non-Refundable)
If lesson fees have already been claimed or paid to the instructor, those funds become the instructor’s responsibility.
Bristol & Bath Intensive Courses cannot refund any portion of the payment already passed to the instructor, and pupils must resolve any remaining hours directly with the instructor.
Refunds are only issued for the portion of the course fee still held by the business, minus reasonable deductions.
6. DVSA Test Fees
Theory or practical test fees that have been booked or paid are non-refundable, but the test booking can be transferred to another date or candidate subject to DVSA rules.
7. Instructor Unavailability / Sickness / Dropouts
If an instructor becomes unavailable (sickness, emergency, vehicle issues etc.), Bristol & Bath Intensive Courses will:
Offer alternative dates
Offer another instructor
Offer semi-intensive or weekly lessons
Offer to break the course into individual days
Keep the course open for up to 12 months
Where reasonable alternative dates or formats are offered, the booking remains active.
If the pupil refuses all reasonable alternatives, this counts as a customer-initiated cancellation, and refunds are calculated pro-rata.
If no reasonable alternative can be offered, a refund will be issued for the portion of the fee still held by the business, minus reasonable deductions.
8. Customer Refusal of Alternative Dates
If reasonable alternative dates, instructors or formats are offered and the pupil chooses not to accept them, this will be treated as a customer cancellation.
Refunds will then be calculated on a pro-rata basis, which may result in no refund being due.
9. Missed or Cancelled Lessons
Lessons missed or cancelled without sufficient notice are chargeable and will be deducted from any refund.
10. Refund Processing Time
Refunds are processed in strict date order.
Please allow up to 60 calendar days for refund processing once confirmed in writing.
This timeframe allows for:
Instructor payment reconciliation
Test fee adjustments
Administrative review
Scheduling audits
Ensuring fair and accurate refund calculation
Many refunds are completed sooner, but 60 days is the maximum timeframe.
11. Non-Attendance / No Contact
If the pupil fails to respond, does not provide availability, or does not attend allocated lessons, the booking may be closed and considered as used.
Refunds in these cases may be refused or heavily reduced based on the work completed and costs incurred.
