Refund Policy

1. Cooling-Off Period (14 Days)

Under the Consumer Contracts Regulations 2013, customers have 14 days from the date of booking to cancel for a full refund provided the service has not already begun.

The service is considered to have begun when any of the following occur:

Instructor allocation
Diary blocking or scheduling
Booking administration
DVSA test checking or preparation
Communication with an instructor
Course setup work

If any service has begun within the 14-day period, a pro-rata deduction will apply to reflect the work completed.

2. Refunds After 14 Days

Once the 14-day cooling-off period has passed, refunds are calculated on a pro-rata basis, taking into account:

Administrative work completed
Instructor allocation
Diary blocking
DVSA test fees paid or booked
Course coordination
Instructor communication
Hours delivered
Hours allocated
Missed or cancelled lessons
Costs already incurred in preparing the course

Refunds after 14 days are not guaranteed and may be significantly reduced depending on work completed.

3. Instructor Allocation (Service Has Begun)

Instructor allocation constitutes the beginning of the service.

Where an instructor has been allocated to the course, deductions will include:

The instructor’s weekly or daily allocation fee
Time blocked out in their diary
Planning and preparation time
Coordination and communication performed

These deductions may result in no refund being due, even if the pupil later decides not to proceed.

Instructor allocation deductions apply regardless of whether the instructor later takes a different pupil, as loss is assessed at the time of cancellation.

4. Partially Completed Courses (Pro-Rata Refunds)

Where some training has already been completed, refunds for remaining hours are calculated based on the actual cost of providing those hours (the instructor’s hourly delivery rate), not the retail course price.

A deduction will also be made for:

Admin work
Coordination
DVSA work
Reallocation work (if applicable)

This method ensures refunds reflect the true cost of the undelivered portion of the service.

5. Instructor-Claimed Fees (Non-Refundable)

If lesson fees have already been claimed or paid to the instructor, those funds become the instructor’s responsibility.

Bristol & Bath Intensive Courses cannot refund any portion of the payment already passed to the instructor, and pupils must resolve any remaining hours directly with the instructor.

Refunds are only issued for the portion of the course fee still held by the business, minus reasonable deductions.

6. DVSA Test Fees

Theory or practical test fees that have been booked or paid are non-refundable, but the test booking can be transferred to another date or candidate subject to DVSA rules.

7. Instructor Unavailability / Sickness / Dropouts

If an instructor becomes unavailable (sickness, emergency, vehicle issues etc.), Local Intensives will:

Offer alternative dates
Offer another instructor
Offer semi-intensive or weekly lessons
Offer to break the course into individual days
Keep the course open for up to 12 months

Where reasonable alternative dates or formats are offered, the booking remains active.

If the pupil refuses all reasonable alternatives, this counts as a customer-initiated cancellation, and refunds are calculated pro-rata.

If no reasonable alternative can be offered, a refund will be issued for the portion of the fee still held by the business, minus reasonable deductions.

8. Customer Refusal of Alternative Dates

If reasonable alternative dates, instructors or formats are offered and the pupil chooses not to accept them, this will be treated as a customer cancellation.

Refunds will then be calculated on a pro-rata basis, which may result in no refund being due.

9. Missed or Cancelled Lessons

Lessons missed or cancelled without sufficient notice are chargeable and will be deducted from any refund.

10. Refund Processing Time

Refunds are processed in a structured order, taking into account factors such as the date of request, case review, and processing requirements.

Refunds are processed as soon as reasonably possible following approval. In some cases, depending on review and processing requirements, this may take up to 60 days

This timeframe allows for:

Instructor payment reconciliation
Test fee adjustments
Administrative review
Scheduling audits
Ensuring fair and accurate refund calculation

Many refunds are completed sooner, but 60 days is the maximum timeframe.

11. Non-Attendance / No Contact

If the pupil fails to respond, does not provide availability, or does not attend allocated lessons, the booking may be closed and considered as used.

Refunds in these cases may be refused or heavily reduced based on the work completed and costs incurred.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.