Last updated: June 2026
This Cancellation and Refund Policy explains how cancellations, rescheduling requests, unused lesson hours, package refunds, test day allocations, and related payment disputes are handled by Good 2 Go Ltd ("Good 2 Go", "we", "our", or "us"). This policy applies to learners who book or purchase driving lessons, lesson packages, test support, or associated services through our website, customer support team, or any official Good 2 Go booking channel.
This policy forms part of the overall contractual framework between the learner and Good 2 Go and should be read together with the Learner Terms and Conditions, Privacy Policy, website terms, and any booking confirmation or course information provided to the learner. Where there is a conflict between this policy and the Learner Terms and Conditions, the Learner Terms and Conditions shall prevail unless we expressly state otherwise in writing.
By purchasing a lesson package, booking lessons, arranging use of an instructor vehicle for a practical test, or otherwise using services arranged through Good 2 Go, the learner confirms that they have read, understood, and accepted this Cancellation and Refund Policy.
The purpose of this policy is to set out a fair, transparent, and commercially practical process for handling lesson cancellations, learner no-shows, instructor cancellations, package validity, test day allocations, and refund requests. Because driving tuition requires reserved instructor time, vehicle availability, and administrative coordination, cancellations and refunds must be managed according to clear rules.
In this policy, "lesson" means a scheduled period of driving tuition; "lesson package" means a prepaid bundle of driving lesson hours; "test day allocation" means the reserved time within a package for the practical driving test appointment; "unused hours" means any paid lesson time not yet delivered; "refund" means any return of money at the sole discretion of Good 2 Go where applicable; and "chargeback" means any payment dispute raised through a bank, card issuer, or payment provider.
Where bookings are made online, by phone, by social media messaging, or by other remote methods, the booking may be treated as a distance contract under applicable UK consumer law. However, by proceeding with booking and asking us to begin arranging services, learners acknowledge that scheduling, administration, and coordination may begin immediately. Where services have already started, any refund entitlement may be reduced or removed to reflect services already supplied or reserved.
A lesson, package, or service request will normally be treated as confirmed once payment has been received, accepted, or recorded by Good 2 Go and the booking has been processed by our team. We reserve the right to refuse, delay, or cancel a booking before confirmation where availability, payment verification, location coverage, instructor suitability, or operational issues prevent us from providing the requested service.
Packages and services are usually payable in advance unless an alternative arrangement has been expressly agreed by Good 2 Go in writing. No learner is entitled to receive lessons, test support, or vehicle use without satisfying the required payment arrangements.
For the purpose of refund and cancellation rights, services may be regarded as having commenced not only when the first lesson takes place, but also when Good 2 Go begins administrative work to allocate an instructor, reserve lesson slots, coordinate schedules, or arrange test-related support following the learner's instruction to proceed.
Unless otherwise required by law, lesson packages are generally non-refundable once services have commenced. This reflects the fact that instructor time, vehicle capacity, scheduling, and administration are reserved specifically for the learner. Any refund granted after commencement will be exceptional and entirely at the discretion of Good 2 Go.
Where a learner requests cancellation before any lesson has taken place and before substantial scheduling or allocation work has been carried out, Good 2 Go may consider a refund, subject to reasonable deductions for any administrative costs, card processing fees where permitted, test-related reservations, or other non-recoverable costs already incurred.
Once lessons have started, refund requests will only be considered in exceptional circumstances. Refunds will not normally be issued merely because the learner changes their mind, becomes unavailable, wishes to use another instructor, is dissatisfied with failing a driving test, or decides not to continue learning.
Good 2 Go may, in its sole discretion, consider a partial refund or service credit where there are exceptional circumstances, such as serious documented illness, significant bereavement, relocation outside our service area, or other compelling circumstances that make continuation genuinely impractical. Evidence may be requested before any such request is reviewed.
Any non-recoverable elements already committed by Good 2 Go may be excluded from any refund, including booking administration, instructor matching, scheduling time, customer support time, payment processing costs where permitted, and any test-related reservations or coordination work already undertaken.
Learners must normally provide at least 48 hours' notice to cancel or rearrange a booked lesson. Notice is only effective when actually received by the instructor or Good 2 Go through an agreed communication channel. It is the learner's responsibility to ensure that cancellation has been successfully communicated.
Where a learner cancels with less than 48 hours' notice, the lesson may be treated as chargeable in full and may be deducted from the learner's package or otherwise charged. This is because short-notice cancellations often leave insufficient time to reallocate the reserved instructor slot.
If a learner fails to attend a booked lesson, is not present at the agreed collection point, or is unavailable at the scheduled lesson time without proper notice, the lesson may be treated as a no-show and charged in full. The instructor will not be required to extend, replace, or refund the missed lesson.
If a learner is late for a booked lesson, the lesson will normally still finish at the originally scheduled end time unless the instructor chooses otherwise. Lost time caused by the learner's lateness will not usually be carried forward or refunded.
Where a learner repeatedly cancels, rearranges, or misses lessons, Good 2 Go may pause further scheduling, require payment in full before any further bookings, refuse preferred time slots, or, in serious cases, terminate the booking relationship without refund for unused reserved value that has been affected by the learner's conduct.
If a learner fails to put in reasonable effort, refuses to follow instructor guidance, leaves long unexplained gaps between lessons, or otherwise contributes to hours not being completed within the package validity period, Good 2 Go shall not be liable for incomplete usage of the package and no refund shall normally be due.
Unless otherwise agreed in writing, lesson package hours should normally be used within six months of the date of purchase. If hours remain unused after the validity period because of learner unavailability, repeated cancellations, inactivity, or lack of engagement, those hours may expire without refund.
Where sufficient notice is given, Good 2 Go and the instructor will attempt to rearrange a lesson to a mutually suitable time, but rescheduling is always subject to availability. We do not guarantee that a rearranged lesson will be offered on the learner's preferred day, time, or with the same instructor.
If an instructor needs to cancel a lesson due to illness, vehicle issues, emergencies, safety concerns, or other reasonable circumstances, the lesson will usually be rearranged at the earliest practical opportunity. In such cases, the learner will not be charged for the cancelled lesson unless it had already been delivered in substantial part.
If the originally allocated instructor becomes unavailable on a temporary or permanent basis, Good 2 Go may attempt to arrange another suitable instructor. A change of instructor does not, by itself, create any automatic right to a refund.
Where a package includes or contemplates the use of the instructor's vehicle for the practical driving test, two hours from the learner's package will automatically be reserved for the test appointment. This reservation includes one hour immediately before the test for preparation and one hour for vehicle use during the practical test appointment.
Because the test day allocation is built into the package structure, those reserved hours are not treated as extra hours and cannot usually be exchanged for ordinary lesson time. For example, if a learner purchases a 30-hour package that includes test support, the package may consist of 28 hours of standard tuition plus 2 hours reserved for test day use.
If a learner passes the practical driving test before all purchased hours have been used, any remaining unused hours within the package shall be non-refundable and non-transferable. This is because the package was sold as a structured course rather than as a guaranteed pay-as-you-go refund arrangement.
If a learner fails the practical driving test, any remaining valid lesson hours may continue to be used either with the same instructor or, where necessary and subject to availability, with another instructor arranged by Good 2 Go. Remaining hours continue subject to normal package validity rules and other applicable terms.
Instructors retain professional discretion to refuse use of their vehicle for a practical test if, in their reasonable opinion, the learner is not ready, the test would be unsafe, the learner has had inadequate recent practice, the vehicle is unavailable, or other operational or safety concerns exist. No refund is due merely because the learner is disappointed by that decision.
Where a learner leaves long gaps between lessons, especially shortly before the practical test, the instructor may require refresher lessons before agreeing to provide vehicle use for the test. This is a safety and professional judgement issue and does not create a refund entitlement.
Good 2 Go is not responsible for practical test cancellations, postponements, delays, administrative changes, or other actions taken by the Driver and Vehicle Standards Agency (DVSA). We are also not liable for disruption caused by weather, traffic incidents, road closures, exam delays, or similar events outside our reasonable control.
If a lesson or test support service cannot proceed because of vehicle breakdown, mechanical issue, accident, or other operational problem affecting the instructor's vehicle, Good 2 Go or the instructor will try to rearrange the affected service where reasonably possible. Refunds in such cases will be considered only where rearrangement is not reasonably achievable.
Lesson hours, package balances, and booking rights are personal to the learner who purchased or was allocated the package and may not be transferred, sold, assigned, or shared with another person unless Good 2 Go expressly agrees otherwise in writing.
Any refund entitlement, where exceptionally granted, belongs only to the original payer or person legally entitled to receive the refunded money, and Good 2 Go may request evidence before processing any payment return.
If a lesson is cancelled, shortened, or terminated because the learner is aggressive, abusive, threatening, under the influence of alcohol or drugs, or otherwise creates an unsafe situation, the lesson may be treated as chargeable in full and no refund shall be due.
If a learner raises a chargeback, card dispute, or other payment reversal claim, Good 2 Go may suspend ongoing services, cancel future bookings, and recover any outstanding sums while the matter is investigated. We reserve the right to provide this policy, booking records, communications, and other evidence to the relevant payment provider in defence of the transaction.
Where Good 2 Go considers it commercially appropriate, we may offer a service credit, rearranged lesson allocation, or goodwill adjustment instead of a cash refund. Any such gesture shall be entirely discretionary and does not establish a precedent for future cases.
Any learner who wishes to request a refund review should contact Good 2 Go promptly, set out the full background in writing, provide relevant dates and evidence, and explain the basis on which they believe a refund should be considered. We may decline to consider vague, incomplete, abusive, or unsupported requests.
Any complaint relating to a cancellation, missed lesson, package balance, instructor conduct affecting a cancelled lesson, or refund issue should be raised as soon as possible and ideally within 48 hours of the relevant event so that facts can be checked fairly and efficiently.
If Good 2 Go agrees to issue a refund, we may deduct the value of services already supplied, reserved, or irreversibly incurred, as well as any lawful processing or administrative deductions where applicable. Refunds, if approved, will normally be returned using the original payment method where reasonably possible.
If Good 2 Go chooses not to enforce a part of this policy in one case, that does not mean we waive the right to enforce it in other cases. Any exception is case-specific and does not create an ongoing entitlement.
Good 2 Go may update or revise this Cancellation and Refund Policy from time to time where necessary to reflect legal, regulatory, operational, or commercial developments. The current version published on our website will apply to future bookings and, where legally permitted, to ongoing service relationships.
This policy and any dispute or claim connected with it shall be governed by the laws of England and Wales. The parties submit to the jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer rights that may apply under UK law.
Questions about this policy, cancellation requests, and refund review requests should be directed to Good 2 Go using the contact details published on our website or booking communications.
By booking, purchasing, or continuing to use services arranged through Good 2 Go, the learner confirms that they have read and accepted this Cancellation and Refund Policy.