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Booking Modification Policy

Dated 8/11/24

1. Booking Edits

  • Pickup Location: Clients may edit their booking pickup location up to 24 hours before the scheduled lesson time. Changes are subject to the instructor's acceptance.
    • Before 24 hours: If the instructor does not accept the new location, the client will receive a credit to rebook.
    • Within 24 hours: If the instructor does not accept the new location, the client will be charged the full lesson fee.
  • Process: Edits can be made directly through the online booking platform.

2. Rescheduling

  • Advance Notice Required: Clients can reschedule their lessons up to 24 hours before the scheduled start time without penalty.
  • Late Rescheduling: Rescheduling requests within 24 hours of the lesson time will be treated as a late cancellation, and a full lesson fee will apply.

3. Cancellations

  • Advance Cancellations: Lessons canceled at least 24 hours before the scheduled time are eligible for a credit toward a future lesson.
  • Late Cancellations: Lessons canceled less than 24 hours before the scheduled time will incur a full lesson fee.
  • No-Shows: Clients who do not attend their lesson without prior notice will be charged the full lesson fee.
  • Exceptional Circumstances: Cancellations due to emergencies may be exempt from fees, subject to the instructor’s discretion.

4. Instructor-Initiated Modifications

  • Instructor Rescheduling or Cancellation: Instructors may occasionally need to reschedule or cancel a lesson due to unforeseen circumstances. Clients will be notified promptly and offered an alternative lesson time or a credit to their account.

Dispute Resolution Process

1. Contact Instructor First

  • If you have a dispute, reach out to your instructor directly to attempt resolution.

2. Unresolved After 48 Hours?

  • If the dispute is not resolved after 48 hours, you can escalate it.

3. Submit Dispute to The Licence Customer Support

  • Disputes must be submitted to customer support within 72 hours after contacting the instructor.

4. Review of the Dispute

  • The support team will review the dispute and provide a decision within 7 working days.

5. Outcome

  • If the dispute is resolved in favour of the learner:
  • Any charges applied will be credited or refunded appropriately.