Cancellation and refunds

A plain-language look at what happens to your money and your hours when a lesson, package or car hire is cancelled.

Cancelling a lesson

You can cancel a lesson yourself as long as it's outside your school's cancellation window before the lesson starts — see View, cancel and rebook lessons. Inside that window, the cancel button doesn't appear; contact the school if you still need to change it.
Cancelling a lesson doesn't refund money on its own — it returns that lesson's time to your remaining hours on the package, so you can use it again for a new lesson, right away or later.

Any upcoming lessons booked against an unpaid order are cancelled once its pay-by date passes. Orders with no pay-by date shown ("open credit") never cancel on their own.
If none of the order's hours were ever used, the order itself is also cancelled at that point — any upcoming lessons on it are released. See Cancelled in View orders and pay a balance.
If you've already used any hours from the order, the order itself stays Payment pending even after the pay-by date — the balance is still owed and won't cancel itself, even though its unpaid upcoming lessons are still cancelled.
There's no self-serve way to cancel a paid, active package. Contact the school if you need to.

Switching instructor can move your remaining time across as-is, charge you the difference, give you wallet credit for the difference, or convert your remaining value into more or fewer minutes at the new instructor's rate — depending on the price difference and what your school allows. See Choose or switch instructor for the exact options.
Cancelling a package entirely (instead of switching) moves its full remaining value into your wallet as credit.

Credit from a cancelled package or an instructor switch appears in your wallet and is applied automatically to your next purchase. See How wallet credit works and Pay with wallet credit.
Cash-out isn't available online — contact the school if you have unused credit you need help with.

You can cancel a car hire booking yourself before your school's cancellation deadline, from the booking's own page — see Find and manage your car hire booking.
Cancelling online refunds the full amount to your original payment method. If it was paid in person, or the deadline has passed, contact the school instead.

"This booking is already cancelled." — you've already cancelled this lesson; there's nothing more to do.
"No 'Change instructor' button" — the package has no time left, the order isn't active, or your school doesn't allow self-serve switching. Contact the school.