iDrive2

Dispute Resolution Policy

1. Purpose

This Dispute Resolution Policy (“Policy”) establishes the structured internal process for submission, review, and resolution of certain disputes arising through or in connection with the iDrive2 mobile application, public landing page, Advertiser Portal, Admin Portal, other authorised browser-based Platform environments, and related Platform services (collectively, the “Platform”).

This Policy applies to disputes relating to, where applicable:

  • Booking status;
  • Cancellations;
  • No-show classifications;
  • Subscription payments;
  • Refund eligibility;
  • Instructor conduct;
  • Learner conduct;

2. Advertising Campaigns, Sponsored Listings, Promotional Visibility, Or Other Paid Platform Services Purchased Directly From Idrive2, Including Applicable Approval, Moderation, Billing, Activation, Suspension, Or Removal Decisions Where Internal Review Is Made Available;

3. Account Restrictions, Suspension, Content Moderation, Or Other Platform Enforcement Actions Subject To Internal Review; And

  • Other Platform-recorded events or enforcement actions subject to internal review. This Policy is intended to provide an orderly, auditable, and documented internal review process for Platform-related matters that iDrive2 is able to review administratively.

Users are encouraged to use the Platform dispute process before initiating external escalation relating to a Platform matter, where appropriate.

Use of the internal dispute process is not a condition to the exercise of any non-waivable legal, regulatory, consumer, payment, or other right available under applicable law. A user’s decision not to use the internal dispute process does not, by itself, constitute misconduct, bad faith, or grounds for adverse account action.

Fraudulent, abusive, materially misrepresented, or bad-faith use of dispute, refund, or payment mechanisms may nevertheless be addressed under the Acceptable Use Policy and other applicable Platform rules.

Nothing in this Policy excludes, restricts, or limits any non-waivable rights under the laws of the Kingdom of Bahrain.

Nothing in this Policy expands the role of iDrive2 beyond that of a digital marketplace platform.

4. Platform Role And Scope Of Review

iDrive2 operates solely as a digital marketplace platform facilitating visibility, discovery, booking coordination, subscription access, promotional visibility services, and related marketplace functionality.

Accordingly, iDrive2’s role in dispute handling is limited to administrative review of Platform records, system activity, and applicable platform rules.

This Policy applies only to platform-related disputes, including, where relevant:

  • Booking status disagreements;
  • Cancellation window disagreements;
  • No-show classification disputes;
  • Payment discrepancies involving amounts paid directly to iDrive2;
  • Refund eligibility disputes under the Refund Policy;
  • Alleged misconduct occurring in connection with Platform use;
  • Account enforcement or access restriction disputes;
  • Disputes relating to ratings, reviews, visibility measures, or promotional features, where internal review is made available; and

5. Advertising Campaign, Sponsored Listing, Campaign Moderation, Activation, Billing, Suspension, Removal, Or Related Promotional-Service Disputes Where Internal Review Is Made Available.

An internal determination under this Policy determines only the relevant Platform classification, account action, refund decision, campaign decision, or other administrative outcome within iDrive2’s control.

For the avoidance of doubt, iDrive2 does not adjudicate:

  • Private lesson fee disputes between Learners and Instructors;
  • Private compensation claims arising outside payments made directly to iDrive2;
  • Claims for personal injury, property damage, traffic violations, insurance liability, or third-party loss arising from lesson activity;
  • Criminal liability;
  • Insurance coverage determinations; or
  • Contractual or financial disputes arising solely outside the Platform environment. Where lesson payments occur off-platform between Learners and Instructors, those financial arrangements remain solely between those users.

A Platform decision does not determine civil liability, criminal responsibility, insurance liability, regulatory liability, or legal fault between independent parties.

6. Limits Of Internal Review

iDrive2’s internal dispute process is an administrative Platform mechanism only. It is not arbitration, mediation, judicial adjudication, regulatory determination, insurance assessment, or legal representation.

For the avoidance of doubt, iDrive2:

  • is not a driving school;
  • is not a regulator or regulatory authority;
  • is not affiliated with, endorsed by, or acting on behalf of the General Directorate of Traffic (“GDT”);
  • does not supervise, direct, control, or deliver driving lessons or instruction sessions; and
  • does not process, collect, hold, safeguard, transfer, enforce, or refund lesson fees between Learners and Instructors. Where a matter falls partly within iDrive2’s administrative control and partly outside it, iDrive2 may determine the Platform-related component only.

For example, iDrive2 may determine whether a booking should be recorded as cancelled or no-show for Platform purposes without determining whether one party legally owes money to the other under a private lesson arrangement.

Nothing in this section expands the role of iDrive2 beyond that of a digital marketplace platform.

7. Dispute Submission Requirements

A dispute must:

  • Be submitted through the designated in-app dispute interface, Advertiser Portal where applicable, or other official support channel published by iDrive2;
  • Be submitted within the applicable dispute window stated in the relevant policy or workflow;
  • Clearly identify the disputed event, transaction, classification, conduct issue, or decision;
  • Include a reasonably detailed description of the issue; and
  • Include any relevant supporting information reasonably available to the submitting party. Submissions made through informal channels, including personal messaging, social media, or non-designated communication channels, do not constitute valid dispute notice unless iDrive2 expressly accepts the submission into the formal dispute process.

8. Applicable Submission Windows

Unless a different timeframe is expressly stated in the applicable Platform policy, disputes must be submitted within forty-eight (48) hours of the relevant event or decision.

However, where another iDrive2 policy expressly provides a specific dispute window, that policy-specific window shall prevail for that category of dispute.

Without limitation:

  • Booking classification disputes relating to cancellations or no-shows remain subject to the dispute window stated in the Cancellation & No-Show Policy; and
  • Refund claims remain subject to the timelines and procedures stated in the Refund Policy. Late submissions may be declined. iDrive2 may accept a late submission where documented exceptional circumstances reasonably justify doing so.

A Platform dispute window governs eligibility for the internal administrative process only and does not shorten any statutory, regulatory, consumer, contractual, or other non-waivable legal period available under applicable law.

9. Investigation And Administrative Review

Upon receipt of a valid dispute, iDrive2 may conduct an administrative review using such records and information as are reasonably relevant and available, including:

  • Booking timestamps;
  • Cancellation timestamps;
  • No-show rules and configured thresholds;
  • System-generated logs;
  • Relevant Platform communication records where access is reasonably necessary and permitted under applicable access controls;
  • Account activity records;
  • Payment gateway confirmations relating to payments made directly to iDrive2;
  • Transaction records relating to payments made directly to iDrive2;Payment gateway confirmations;
  • Refund processing records;
  • Rating or review records;
  • Document status or validity records;
  • Prior warnings, restrictions, or account history; and

  • Submitted supporting materials. All reviews conducted by iDrive2 under this Policy:

  • Are administrative in nature only;

  • Are platform-based only;
  • Are logged and auditable;
  • Follow documented internal rules, criteria, and platform policies where applicable; and
  • Are undertaken for platform governance, integrity, safety, payment handling, compliance, and operational purposes only. iDrive2 does not conduct criminal, judicial, regulatory, or insurance investigations.

iDrive2 may preserve relevant records, communications, metadata, and system logs for evidentiary, fraud prevention, compliance, dispute handling, or legal purposes in accordance with applicable law and the Privacy Notice.

Records relevant to disputes, refunds, cancellations, or enforcement actions may be retained in accordance with applicable internal retention, legal-hold, security, and data-governance requirements.

10. Temporary Measures Pending Review

During investigation or review, iDrive2 may apply proportionate interim measures where reasonably necessary to protect users, preserve records, reduce fraud risk, protect payments made directly to iDrive2, or safeguard Platform operations.

Such measures may include:

  • Temporary hold on processing an iDrive2 refund while eligibility or suspected abuse is under review;
  • Temporary restriction of account activity;
  • Temporary limitation of booking access;
  • Temporary messaging restriction;
  • Temporary profile visibility reduction;
  • Temporary restriction or removal of promotional benefits;
  • Pause of sponsored listing, campaign, or promotional visibility; or
  • Temporary account suspension. Interim measures are precautionary only.

They do not imply fault, do not constitute a final determination, and do not by themselves establish breach, liability, misconduct, or entitlement.

Interim measures may be applied having regard to severity, credibility, documented risk indicators, repetition, available records, operational impact, risk associated with payments made directly to iDrive2, safety concerns, and Platform integrity.

11. Evidence Standard And Record Assessment

Dispute determinations shall rely primarily on authenticated Platform records and documented internal system data. Relevant evidence may include:

  • Authenticated system logs;
  • Booking records and timestamps;
  • Cancellation timestamps;
  • Payment gateway confirmations relating to payments made directly to iDrive2;
  • Transaction records relating to payments made directly to iDrive2;
  • Payment gateway confirmations;
  • Transaction records;
  • Refund processing records;
  • Documented policy thresholds;
  • Platform communication records; and
  • Administrative review notes. User-submitted evidence may be considered where relevant, including screenshots, message history, written confirmations, or other supporting materials.

Authenticated Platform records, timestamps, system logs, user-submitted evidence, payment-provider records, communications, and other relevant information shall be assessed together according to their relevance, reliability, consistency, and evidentiary value.

Authenticated system records may ordinarily be treated as reliable evidence of Platform activity, but no individual Platform record or automated indicator is necessarily conclusive where credible contrary evidence, system error, or other material information exists.

iDrive2 is not required to accept unverifiable, incomplete, manipulated, or bad-faith submissions.

12. Conduct-Related Disputes

Where a dispute involves alleged misconduct, harassment, abuse, unsafe conduct, fraud, inappropriate behaviour, or other conduct-related concerns, iDrive2 may:

  • Review relevant Platform records and relevant Platform communications where reasonably necessary and authorised;
  • Request clarification or supporting documentation;
  • Apply interim visibility or access restrictions;
  • Preserve records for safety and evidentiary purposes;
  • Refer the matter for review under the Safety & Conduct Policy or Acceptable Use Policy; and
  • Take enforcement action where justified by severity, credibility, repetition, or risk. Serious allegations may be referred to law enforcement, regulators, insurers, or other competent authorities where required or permitted by law and reasonably appropriate in the circumstances.

Data used in conduct-related investigations shall be processed in accordance with the Privacy Notice and applicable law.

Access to restricted communications or other higher-risk personal data for such review shall be limited to authorised personnel, subject to applicable role-based access controls and access logging.

13. Resolution Outcomes

Following administrative review, iDrive2 may issue one or more of the following outcomes, where applicable:

  • No action;
  • Correction of a booking classification;
  • Confirmation of the original classification or decision;
  • Refund approval;
  • Refund rejection;
  • Warning issuance;
  • Content removal or restriction;
  • Ranking or visibility adjustment;

14. Promotional Benefit, Sponsored Listing, Or Advertising Campaign Restriction Or Removal;

  • Temporary restriction;
  • Temporary suspension;
  • Account termination; or
  • Any other proportionate platform measure permitted under the applicable Terms or incorporated policies. Platform outcomes are based on internal rules, policies, system records, available evidence, and Platform governance criteria.

They do not constitute arbitration, mediation, judicial determination, regulatory adjudication, insurance determination, or admission of legal liability.

Except where expressly stated in an applicable policy, an internal dispute outcome does not create compensation rights, ongoing liability, or binding precedent for unrelated future Platform decisions.

Except where expressly stated in an applicable policy, an internal dispute outcome does not create compensation rights, ongoing liability, or precedent for future decisions.

15. Refund-Linked Disputes

Where a dispute results in approval of a refund relating to a payment made directly to iDrive2:

  • Refund eligibility shall remain governed by the Refund Policy;
  • Refund determination and processing timelines shall follow the Refund Policy;
  • Refund initiation shall occur within the applicable SLA after formal approval, where required by that Policy;

  • Final settlement timing remains subject to the relevant payment gateway, bank, card issuer, app store, or billing provider. Refund approval:

  • Does not constitute admission of fault;

  • Does not determine liability beyond the relevant refund decision;
  • Does not establish broader liability beyond the applicable platform policies and law; and
  • Does not apply to lesson fees paid directly between Learners and Instructors. A refund determination made through this Policy applies only to payments that iDrive2 is authorised to refund under the applicable Refund Policy and payment arrangement.

16. Chargebacks And Payment Disputes

Users are encouraged to use the Platform dispute and refund process before initiating a chargeback or payment reversal in relation to payments made directly to iDrive2, where it is reasonable and appropriate to do so.

Nothing in this Policy prevents a user from promptly notifying a bank, card issuer, payment provider, app store, law-enforcement body, or other appropriate party of a genuinely suspected unauthorised transaction, fraud, compromised payment instrument, or other matter requiring immediate external action.

Where a chargeback or payment dispute relating to a payment made directly to iDrive2 is initiated:

Where a chargeback or payment dispute is initiated:

  • Account access or affected paid functionality may be temporarily suspended or restricted where reasonably necessary pending investigation;
  • Active Subscriptions, Sponsored Listings, Advertising Campaigns, or promotional services affected by the disputed payment may be paused during review;
  • Access to affected paid features may be limited;
  • Relevant transaction records, activation data, usage logs, and system records may be submitted to the applicable payment processor or financial institution where lawfully permitted and reasonably necessary to respond to the payment dispute; and
  • Internal dispute handling may be stayed, limited, or coordinated with the payment dispute process where appropriate. The fact that a user initiates a chargeback or payment dispute without first using the iDrive2 internal dispute process does not, by itself, establish abuse or justify enforcement action.

Where a chargeback, payment dispute, or unauthorised transaction claim is reasonably determined, based on relevant evidence and any applicable payment-provider findings, to have been knowingly fraudulent, abusive, or materially misrepresented, iDrive2 may, to the extent legally permissible and proportionate:

  • Suspend or terminate the affected account;
  • Restrict or terminate access to unpaid or reversed paid Platform services;
  • Seek recovery of amounts lawfully due to iDrive2 and reasonable third-party chargeback or processor costs where recoverable under applicable contractual terms and law; and
  • Refuse future access to the Platform where proportionate to serious or repeated abuse. Abuse of payment dispute mechanisms may constitute a breach of the Acceptable Use Policy.

17. Secondary Review

The party who disagrees with an initial dispute outcome may request a secondary internal review.

Provided that:

  • The request is submitted within five (5) business days of the outcome notice;
  • The request identifies specific grounds for reconsideration; and

  • The request includes any material new information, demonstrable record error, or clear policy misapplication relied upon. A secondary review is not a rehearing by default and may be declined where:

  • No specific grounds are identified;

  • The request is repetitive or abusive;
  • No new material information is provided; or
  • The request merely repeats prior assertions without addressing the stated basis of the original decision. Where reasonably practicable, a secondary review should be undertaken by an authorised reviewer who was not the primary decision-maker in the original determination.

Secondary review outcomes shall be issued within a reasonable timeframe.

The secondary review decision is final within the Platform’s internal dispute process only.

Nothing in this section restricts recourse to the competent courts of the Kingdom of Bahrain or any non-waivable rights under applicable law.

18. Abuse Of Dispute Process

Users must use the dispute process honestly, proportionately, and in good faith.

Misuse of the dispute process includes, without limitation:

  • Repeated frivolous, duplicative, or bad-faith disputes;
  • Knowingly false or misleading allegations;
  • Manipulated or fabricated evidence;
  • Harassment through the dispute system;
  • Retaliatory complaints;
  • Repeated abusive attempts to reopen the same concluded internal matter without new grounds, while preserving any lawful external rights available to the user;
  • Abuse intended to pressure refunds, visibility restoration, or enforcement reversal without proper basis; or

  • Attempted manipulation of platform rules, refund logic, or payment review outcomes. Abuse of the dispute process may result in:

  • Warning notices;

  • Reasonable controls on repetitive or abusive submissions, without preventing genuine safety, legal, privacy, regulatory, or other protected reports;
  • Temporary booking or account restrictions;
  • Temporary suspension; or
  • Permanent termination in serious or repeated cases. A good-faith dispute does not constitute abuse merely because the user is unsuccessful or because the allegation cannot ultimately be substantiated.

19. Confidentiality, Privacy And Disclosure

Dispute submissions, internal review notes, investigation details, supporting materials, and internal outcomes may contain confidential, sensitive, personal, security-related, or legally protected information.

Users must not unlawfully disclose another person’s personal data, confidential information, restricted Platform information, or legally protected material obtained through a dispute process.

Users must not knowingly misrepresent dispute materials or outcomes in a fraudulent, defamatory, threatening, harassing, retaliatory, or otherwise unlawful manner.

Nothing in this Policy imposes a general prohibition on a user discussing their own dispute, seeking advice, exercising legal rights, making a lawful complaint, or disclosing information that they are otherwise lawfully entitled to disclose.

This section does not restrict:

  • Lawful reporting to competent authorities;
  • Disclosure required by law or court order;
  • Disclosure to legal advisers, insurers, or professional advisers on a need-to-know basis;
  • Lawful exercise of data-protection, consumer, regulatory, payment, or court rights; or
  • Any non-waivable rights under applicable law. iDrive2 may disclose dispute-related information only where there is an applicable lawful basis and where disclosure is reasonably necessary and proportionate for fraud prevention, payment disputes, legal compliance, safety response, insurance cooperation, or enforcement.

Any disclosure of personal data remains subject to the Privacy Notice and applicable data-protection requirements.

20. Platform Role And Dispute Process Boundary

iDrive2 acts solely as a digital marketplace platform and provides the internal dispute mechanism described in this Policy for Platform-administration purposes.

Operation of this dispute process does not mean that iDrive2 assumes responsibility for driving instruction, private lesson agreements, lesson payments, real-world user conduct, accidents, insurance matters, or other matters outside iDrive2’s Platform role.

An internal review, refund determination, booking classification, safety decision, account decision, or other Platform outcome does not constitute an admission of legal liability by iDrive2 or any user.

The allocation and limitation of liability between iDrive2 and users is governed by the applicable Learner Terms & Conditions, Instructor Terms & Conditions, applicable advertising contractual terms where relevant, and applicable law.

Nothing in this Policy excludes or limits liability where such exclusion or limitation is prohibited by the laws of the Kingdom of Bahrain.

21. No Waiver Of Legal Rights

This Policy establishes an internal Platform dispute mechanism only.

It does not prevent any user from pursuing any remedy that cannot lawfully be waived, restricted, or excluded under applicable law.

Use of the internal dispute process does not, by itself, waive a user’s right to pursue an available external remedy.

Failure to use the internal dispute process does not waive any right that cannot lawfully be made conditional on prior internal review.

No failure by iDrive2 to enforce any part of this Policy in one instance shall constitute a waiver of its right to enforce it in any other instance.

22. Governing Law And Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of the Kingdom of Bahrain.

Any dispute arising out of or relating to this Policy, the Platform, or any internal dispute outcome that proceeds beyond the Platform’s internal process shall be subject to the jurisdiction of the competent courts of the Kingdom of Bahrain, subject to any mandatory or non-waivable rights or jurisdictional requirements under applicable law.

23. Contact

Questions or requests relating to this Policy or the iDrive2 internal dispute process may be directed to:

Email:

Landing Page: www.iDrive2app.com

Where a formal dispute must be submitted through a designated in-app, Advertiser Portal, or other Platform workflow, contacting the general email address does not replace that submission requirement unless iDrive2 expressly accepts the matter into the formal dispute process.

Submission of an inquiry or complaint through the above contact channel does not constitute formal legal notice, service of process, or initiation of legal proceedings.

Formal legal notices must be served in accordance with applicable law to:

Condor Gulf Technologies, Kingdom of Bahrain

iDrive2 will review and respond to inquiries within a reasonable timeframe; however, response times may vary depending on the nature and complexity of the matter.

Nothing in this section limits any rights or remedies available under applicable law.

24. Policy Updates

iDrive2 may update this Policy from time to time to reflect changes in the Platform, business operations, service features, dispute workflows, review procedures, legal or regulatory requirements, or operational practices.

Where required by applicable law or where iDrive2 considers the update to be material, iDrive2 will provide reasonable prior notice through one or more appropriate channels, which may include in-app notification, publication on the public landing page, Advertiser Portal notice where relevant, account notice, or email communication, where applicable.

Updated versions of this Policy shall become effective on the effective date stated in the revised version, unless otherwise required by applicable law.

Any update shall apply prospectively only and shall not retroactively affect rights, obligations, completed transactions, or concluded matters prior to the effective date, unless required by applicable law.

A dispute already formally submitted before the effective date of a revised Policy will ordinarily continue under the applicable process in effect when it was submitted unless applying an updated procedure is required by law, agreed by the affected parties, or reasonably necessary without materially prejudicing a party’s existing rights.

Where a material update introduces or materially changes dispute obligations, submission requirements, review rights, or enforcement consequences, iDrive2 may require affected users to acknowledge the updated Policy or accept revised applicable Terms before continued use of relevant Platform functionality.

Continued access to or use of the Platform after the effective date constitutes acceptance of the updated Policy to the extent permitted by applicable law and subject to any separate acknowledgement or re-acceptance requirement applicable to the affected user.

If a user does not agree to an updated Policy, the user must discontinue use of the affected Platform services or functionality before the update takes effect.

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