Cancellations & Refunds

​​Same-day means the calendar date of the lesson. A cancellation exactly 24 hours before the lesson, on an earlier calendar day, falls in the 50% category. No-show means not attending the booked lesson. If extenuating circumstances affect attendance, call LMate to discuss them. The instructor may reduce or waive the charge. For an unpaid cash booking, a cancellation, rescheduling or no-show charge may be requested at the next lesson, at the instructor's discretion.

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Arriving late

If you arrive late, the lesson ends at the original scheduled time and the full booked fee or package credit applies. If the instructor is late, LMate makes up the time by extending the lesson. If you cannot stay, the missed time is credited to your next lesson. If you will not take another lesson, its value is refunded.

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When a lesson cannot proceed safely

If you cannot participate because you do not hold a valid licence, appear impaired or cannot participate safely, same-day cancellation charges normally apply, subject to discretionary reduction or waiver. If a lesson has started and ends because of your unsafe conduct, impairment or threatening/aggressive behaviour, the full booked fee or package credit applies, subject to applicable law and any discretionary reduction or waiver. Customer-supplied vehicles are inspected before instruction. A vehicle with a safety defect will not be used; the same-day cancellation charge normally applies, with discretion to reduce or waive it.

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Package credits and transfers

Packages have no expiry date. Cancellation credits retain the original package rate. Arrange use of a 50% lesson credit directly with the instructor before the next lesson. Unused package lessons may be transferred to another learner free of charge at the original package rate. The receiving learner may book before the transfer is arranged. LMate must receive the original package holder's permission before manually applying the transferred credit.

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Cancelling the remaining package for money

For a change-of-mind cash refund of the remaining package, LMate calculates the balance from the amount paid for the package and the full individual lesson prices that applied when the package was purchased. Deduct the full individual price of each lesson already taken. For previous cancellations or rescheduling on an earlier calendar day with 24 hours or less notice, deduct 50% of the corresponding full individual lesson price. For previous same-day cancellations or no-shows, deduct 100% of that price. Apply any reduction or waiver already agreed. Count each delivered lesson or charged cancellation once. Do not deduct both a cancellation charge and the previously forfeited package credit for the same event. Refundable balance = package amount paid minus the applicable delivered-lesson and cancellation deductions. If the result is zero or negative, the refund is zero and no additional debt is payable by the customer. LMate will provide a breakdown of the settlement.

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A package refund combined with a satisfaction claim

If a satisfaction refund and cancellation of the remaining package are settled together, exclude the dissatisfied lesson from the lessons-used deduction. Its value is returned once through the package settlement; no separate second refund is paid for that lesson.

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If LMate cancels or stops a lesson

If LMate cancels a lesson, including because of a vehicle defect, instructor illness/unavailability or unsafe weather/road conditions, you may choose rescheduling or a full monetary refund for an individual booking, or restoration of the full package credit. If instructor illness or fatigue stops a partly delivered lesson, you may choose to make up the undelivered time or receive a proportionate monetary refund for an individual booking, or restoration of the unused package credit.

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Test day package

The test-day package includes one hour of tuition immediately before the scheduled driving test and vehicle hire for the duration of the test. You are responsible for booking the Service NSW test and paying its fee separately. If Service NSW cancels or postpones the test, contact LMate. The instructor considers rescheduling, credit or refund individually, taking into account any pre-test tuition already delivered and your statutory rights.

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Gift card funded bookings

Eligible cancellation amounts for lessons paid from a gift card are restored to the gift card balance. Gift-card purchase refunds are covered by LMate's Gift Card Terms. Statutory remedies remain separate from these voluntary arrangements.

 

Complaints and contact

Contact LMate at info@lmate.com.au or on 0430 242 155. LMate will contact complainants within two business days. Business hours are 8 am to 6 pm, Monday to Friday, Sydney time, excluding NSW public holidays. This is an initial-contact commitment; resolution may take longer.

Your consumer rights

These conditions and voluntary offers do not exclude or limit rights under the Australian Consumer Law. Depending on the circumstances, a service that fails a consumer guarantee may give rise to rectification, cancellation, an appropriate refund or compensation. The voluntary satisfaction deadline, original-purchaser restriction, package repricing and preference for credit do not restrict statutory remedies or who can exercise them. Cancellation charges apply only to the extent permitted by law. A statutory refund is assessed under the applicable consumer rights rather than automatically using the change-of-mind package calculation. These conditions do not retrospectively replace the terms accepted for an existing purchase without an appropriate basis.