Cancellation, Credit and Exceptional Refund Policy

1. Scope

This policy forms part of the First Pass Terms & Conditions. It applies to learner-paid lessons, driving test packages, reusable First Pass credit, learner-paid area price differences, organisation-funded allocations, cancellations, rescheduling, no-shows and exceptional refund requests.

2. Cancellation and Rescheduling

• A learner may ordinarily cancel or reschedule an eligible booking at least 12 hours before the lesson start time or, for a Driving Test Package, the pickup time.
• Less than 12 hours before the lesson start time or test-package pickup time, the learner cancellation and rescheduling controls are blocked.
• A driving test package must also be booked or rescheduled at least 24 hours before pickup.
• Availability remains subject to the instructor calendar, service area, conflicts, compliance status and final platform validation.
• Where the rescheduling screen offers a duration choice, an eligible lesson booked using personal lesson credit may be changed between one and two hours. Increasing the duration uses additional available credit; reducing it returns the corresponding credit. The instructor must be available for the full new duration, and the normal rescheduling conditions apply. This option may not be available for organisation-funded bookings, bookings with separate top-up payments, or bookings requiring support review.
• First Pass may correct, cancel or review a booking affected by a technical error, payment issue, safety concern, invalid availability, suspected misuse or legal requirement.

3. What an Eligible Cancellation Restores

An eligible cancellation ordinarily restores the corresponding unused value inside First Pass rather than creating a cash refund.

• Unused learner-paid lesson value is returned to the learner's available personal lesson credit.
• An unused eligible driving test package is returned to the learner's available package balance.
• An eligible learner-paid area price difference is returned as reusable First Pass credit where supported by the live booking flow.
• Organisation-funded value is returned to the applicable funded allocation, not paid to the learner.
• Restored value remains subject to instructor availability, service-area pricing and the booking options shown when it is reused.

4. Late Changes and No-Shows

• A booking cancelled or missed inside the applicable cutoff may be ineligible for restoration and may consume up to the full booking value.
• Where the instructor workflow records No Show Charged, the booking value may be consumed after any required review.
• Where the platform records Payment Waived, eligible reserved value is released or returned according to its original source.
• Repeated misuse, false information, chargeback abuse or attempts to bypass the platform may result in restrictions, investigation or account action.

5. Exceptional Cash Refunds

First Pass does not provide an automatic cash refund for change of mind, an eligible cancellation, rescheduling, non-attendance, or a decision not to use remaining credit. In genuinely exceptional circumstances, First Pass may consider a written request concerning unused learner-funded value.

• Examples may include a serious medical condition or another substantial circumstance that prevents the learner from using the service for the foreseeable future.
• First Pass may request reasonable supporting information and may verify the unused balance, active reservations, booking history and payment source.
• Any approved discretionary cash refund is limited to eligible unused learner-funded value that can be safely traced and reconciled to an original Stripe payment. This does not limit rights or remedies required under Australian Consumer Law.
• Stripe and payment-provider limits, prior refunds, disputes, chargebacks and elapsed time may affect whether or how a refund can be processed.
• Approval is discretionary except where a refund or other remedy is required by law.

6. Value Not Ordinarily Refundable to a Learner

• completed lessons or completed test-package services
• charged no-shows or value validly consumed under the late-change rules
• organisation-funded, sponsored, promotional, bonus or complimentary value
• value reserved against an active booking until that booking is safely resolved
• instructor earnings or amounts already transferred or paid out
• amounts already refunded, reversed, disputed or charged back
• value that cannot be reliably linked to the learner and an original payment

7. Request and Review Process

1. Contact support@firstpass.com.au using the learner account email and explain the exceptional circumstances.
2. First Pass reviews unused learner-funded value, bookings, funded exclusions, previous refunds and original Stripe payments.
3. Active bookings or incomplete ledger records may need to be cancelled, completed or reconciled before a decision.
4. If approved, First Pass records the decision and processes the eligible amount through the supported payment workflow.
5. Partial refunds may require manual finance review and may temporarily hold a related instructor payout until reconciliation is complete.

8. Instructor or Platform Cancellation

If an instructor or First Pass cannot supply a paid service, First Pass may offer rebooking, restored credit, an alternative instructor, or a refund as appropriate to the circumstances and any rights that apply under Australian Consumer Law.

9. Contact

Questions or exceptional-refund requests should be sent to support@firstpass.com.au.