Fees, payment and refund policy

Who pays what

Prices

Prices are quoted in writing before you agree, as a single total that includes every mandatory charge — no charges are added at checkout ("drip pricing" is prohibited by the Digital Markets, Competition and Consumers Act 2024). The quote says what is included, for example tuition, practical training, the official test fees in your plan and any resits. Official DVSA test fees are set by DVSA; if DVSA changes a fee after your quote, we will not pass on an increase for tests already included in your quote.

Paying

Invoices can be paid by card through our payment provider's secure hosted page (card details never reach us), or by bank transfer using the details on the invoice. Employer invoices are payable within [to be confirmed: invoice payment terms (days)] days. We send reminders if an employer invoice is overdue. We do not offer credit or instalment plans unless your quote says so, and we do not use subscriptions or automatic renewals.

Your 14-day cancellation right (private-pay learners)

If you agreed to your training online, by phone or away from our premises, you may cancel within 14 days of accepting your place without giving a reason and receive a full refund within 14 days. If you asked us to start within those 14 days, you pay a proportionate amount for what was provided before you cancelled. Full details are in the Learner agreement (terms and conditions).

Model cancellation form

To Changing Lanes Limited, [to be confirmed: postal address for letters and rights requests], [to be confirmed: complaints email address]: I hereby give notice that I cancel my contract for the provision of the following service: [course], ordered on [date], name of consumer, address of consumer, signature (only if on paper), date.

Refunds after the cancellation period

If you withdraw after the 14-day period, we refund the fee for training not yet provided, less reasonable costs we have already incurred on your behalf and cannot recover (for example a DVSA test fee for a test booked in your name that DVSA will not refund). Our refund schedule: [to be confirmed: private-pay refund schedule after the 14-day cancellation period]. Refunds are paid within 14 days of being agreed, to the original payment method.

Every refund is requested by our finance staff, and larger refunds are approved by a second person before they are paid; you can see your invoices and payments in your portal.

Employer fees and credits

Employer placement fees are charged to the employer only and set out in the employer's fee schedule under the Employer terms of business. If an introduced driver leaves within the rebate period, the employer may be entitled to a credit as set out there.

Disputes

If you think a charge is wrong, contact [to be confirmed: complaints email address] before starting a card dispute — we will look at it quickly. See our Complaints policy and procedure.

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