iDrive2

Refund Handling Policy

1. Purpose

This Refund Policy governs:

  • Refund initiation and processing procedures;
  • Refund eligibility for Learner Subscriptions;
  • Refund eligibility for Instructor-sponsored listings, advertising and promotional placement services;
  • Refund eligibility for other paid Platform services purchased directly from iDrive2, where applicable; and
  • Chargebacks and payment disputes relating to payments made directly to iDrive2. iDrive2 operates a digital marketplace platform that provides subscription access, visibility tools, and booking facilitation functionality only, and is not a party to lesson delivery or lesson fee arrangements between Learners and Instructors.

This Policy applies only to payments made directly to iDrive2 or, where expressly stated, payments for iDrive2 services processed through an authorised app store or third-party billing provider.

This Policy does not apply to driving-lesson fees paid or payable directly between Learners and Instructors. iDrive2 does not process, collect, hold, transfer, settle or refund those lesson fees.

Refund eligibility following suspension, restriction or termination shall depend on the circumstances, applicable contractual terms, this Policy and applicable law. Suspension or termination does not automatically create a refund entitlement.

2. Platform Payment Model

Purchase of a Subscription or promotional service grants time-limited digital access or visibility rights only and does not guarantee:

  • Booking volume;
  • Ranking position;
  • Visibility level except where a defined placement or delivery commitment forms part of the purchased promotional package;
  • Revenue generation;
  • Commercial success; or

  • Performance outcomes. Payments processed by iDrive2 are limited strictly to:

  • Learner Subscriptions;

  • Sponsored listings;
  • Advertising campaigns;
  • Promotional placement services; and

  • Other expressly identified paid digital Platform services introduced by iDrive2. iDrive2 does not:

  • Process, collect, hold, safeguard, or transfer lesson fees between Learners and Instructors;

  • Operate a wallet, escrow, or stored-value facility;
  • Facilitate peer-to-peer financial transactions; or
  • Act as agent, intermediary, fiduciary, or trustee in relation to lesson transactions. Subscriptions and promotional payments represent consideration solely for the relevant digital access, advertising, placement, promotional visibility or other Platform service purchased from iDrive2.

Private financial arrangements between Learners and Instructors remain outside this Policy.

3. General Refund Principle

Refund eligibility depends on the type of service purchased, whether and to what extent the service has been activated or delivered, the applicable commercial terms, the payment channel used, the circumstances giving rise to the request and any rights available under applicable law.

Except where this Policy, the applicable commercial terms or applicable law provides otherwise, activation or delivery of a paid digital service does not automatically create a right to a full or partial refund merely because the user later decides not to use, continue using or benefit from the service.

For the purposes of this Policy:

  • A Learner Subscription is considered activated when the purchased subscription access has been successfully provisioned and made available to the Learner through the Platform; and
  • A Sponsored Listing, Advertising Campaign or other promotional service is considered activated in accordance with the start date, publication event, placement commencement or other activation point specified in the applicable purchased package or campaign terms. Scheduling a future Advertising Campaign does not, by itself, mean that the purchased campaign period has commenced unless the applicable commercial terms expressly provide otherwise.

Purchase of a Subscription or promotional service does not create ownership rights, performance guarantees or outcome-based entitlements.

Nothing in this Policy excludes, restricts or limits any non-waivable rights under applicable law.

4. Courtesy Cancellation For Learner Subscriptions

Where a Learner Subscription has been activated but no material use of the paid subscription functionality has occurred, iDrive2 may consider a one-time courtesy cancellation where the request is submitted within twenty-four (24) hours of activation.

Material use may include booking requests, messaging or contact functionality available only through the Subscription, or other material use of the paid subscription entitlement as shown by relevant Platform records.

A courtesy cancellation:

  • Does not create an automatic entitlement;
  • Does not replace or reduce any refund right available under applicable law;
  • Does not create precedent for future transactions; and
  • May be refused where material use has already occurred or where there are reasonable indicators of abuse. This courtesy arrangement applies to direct Learner Subscription purchases only unless iDrive2 expressly extends it to another paid service.

5. Automatic Renewal Charges

Where autorenewal is offered, a Subscription may renew on the applicable renewal date using the authorised payment method or billing arrangement.

Users may disable autorenewal before the next billing cycle through the applicable Platform, app-store or billing settings.

Disabling autorenewal:

  • Prevents future renewal charges; and
  • Does not cancel or shorten the active Subscription period. A renewal charge does not automatically become non-refundable merely because it has been processed. Any refund request relating to a renewal shall be assessed under this Policy, applicable app-store or payment-provider rules, the applicable Subscription terms and applicable law.

Where a Subscription is purchased through an app store, renewal cancellation and refund rights may be controlled by the relevant store operator.

6. Refund Eligibility Scenarios

Refunds may be considered only in the following limited circumstances:

  • Duplicate payment for the same transaction;
  • Verified technical billing error resulting in an incorrect charge;
  • Payment taken where the relevant paid Platform service was not successfully provisioned or activated;
  • A material failure attributable to iDrive2 to provide the paid Platform service purchased, where an appropriate replacement, extension or other remedy cannot reasonably resolve the issue;
  • Cancellation before activation where the applicable commercial or campaign terms permit cancellation;
  • Partial or failed delivery of an Advertising Campaign or promotional service where the applicable campaign terms provide for a refund, credit, replacement placement or other remedy;
  • Payment processing error attributable to the relevant payment gateway or billing provider, where refund through iDrive2 is appropriate;
  • An approved courtesy cancellation under Section 3.1;
  • Any circumstance in which the applicable contractual terms expressly provide for a refund; or
  • A regulatory authority directive, court order or applicable legal requirement requiring a refund. Refund eligibility is assessed according to the circumstances of the particular transaction and does not guarantee the same outcome for unrelated transactions.

7. Refund Claim Submission Deadline

Any refund claim must be submitted within fourteen (14) calendar days from the date of the original transaction, through:

  • The designated in-app support interface;
  • The Advertiser Portal or relevant commercial support workflow, where applicable; or
  • The official iDrive2 support email or other official support channel published by iDrive2. Submissions through informal personal messaging, social-media accounts or other non-designated channels do not constitute a formal refund request unless iDrive2 expressly accepts the matter into its refund process.

The fourteen (14)-day period shall commence on the transaction authorisation date recorded by the applicable payment gateway or billing provider.

Failure to submit a refund claim within this period may result in the claim being declined, except where a longer period or other refund right is required under applicable law or applies under the relevant app-store or third-party billing rules.

This submission deadline does not exclude, restrict or limit any non-waivable rights available under applicable law.

8. Verification Standard

Refund requests may be assessed using relevant information including:

• Internal system logs;

• Transaction records relating to payments made directly to iDrive2;

• Payment gateway or app-store confirmations;

• Service activation and delivery records;

• Campaign or placement records;

• User-submitted information; and

• Administrative review documentation.

Platform records and payment-provider records may ordinarily be treated as reliable evidence of Platform and transaction activity, but no individual system record is necessarily conclusive where credible contrary evidence, technical error or other material information exists.

Refund decisions shall be based on the available evidence considered as a whole.

Relevant records may be retained in accordance with applicable internal retention, security, legal-hold and data-governance requirements and the Privacy Notice.

9. Administrative Review

Refund requests shall be subject to documented administrative review where review is required.

The person requesting the refund should provide information reasonably necessary to identify the transaction and support the basis of the request.

iDrive2 may request clarification or additional information where reasonably necessary before reaching a decision.

A refund decision is final for the initial refund-review stage unless:

  • Secondary internal review is available under the Dispute Resolution Policy;
  • New material information becomes available;
  • A material system or administrative error is identified; or
  • Applicable law or a relevant payment provider requires further review. Approval of an individual refund does not create a general entitlement or binding precedent for unrelated future transactions.

Repeated duplicative or abusive submissions concerning the same transaction may be declined where the matter has already been reasonably reviewed and no new material grounds are presented.

10. Compliance With Applicable Law

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

Where this Policy conflicts with a mandatory legal requirement, that requirement shall prevail to the extent of the conflict.

11. No Proration

Partial or prorated refunds are not ordinarily provided merely because a user:

  • Cancels an active Subscription early;
  • Uses the service less than expected;
  • Becomes inactive;
  • Requests a mid-cycle downgrade or plan change;
  • Experiences reduced organic ranking, visibility or search placement;
  • Is dissatisfied with marketplace demand; or

  • Fails to obtain expected bookings, inquiries, revenue or commercial results. However, this section does not prevent a full or partial refund, service credit, extension, replacement placement or other remedy where:

  • The applicable commercial terms provide for such a remedy;

  • iDrive2 materially fails to deliver the purchased paid service;
  • Only part of an Advertising Campaign or promotional package is delivered and an appropriate remedy is due under the applicable campaign terms;
  • A refund is approved following administrative review; or
  • Applicable law requires a full or partial refund. Where access is suspended or terminated because of serious user breach, refund eligibility shall be determined under this Policy, the applicable Terms and applicable law rather than being automatically forfeited.

12. Refund Initiation & Processing

Refund requests involve separate stages of:

• Submission;

• Administrative review;

• Approval or rejection;

• Refund initiation; and

• Final settlement through the relevant payment provider.

13. Review Timeline

For clarity, refund-related timeframes under this Policy operate in sequence and serve different procedural purposes:

  • Within twenty-four (24) hours of activation, a discretionary courtesy cancellation may be requested under Section 3.1, where applicable;
  • Within fourteen (14) calendar days of the transaction date, a refund claim must be submitted under Section 4.1;
  • Within ten (10) business days after receipt of a complete refund request, iDrive2 will issue a refund determination under Section 6.2;
  • Within seven (7) business days after formal refund approval, iDrive2 will initiate the approved refund under Section 6.3; and
  • Following refund initiation, final settlement shall occur through the relevant bank or payment processor in accordance with Section 6.4.

14. Refund Determination Timeline

Refund determinations shall be issued within ten (10) business days from receipt of a complete refund request submitted through the designated support channels.

Where additional verification, system review, or payment confirmation is required, the review period may be reasonably extended upon notice to the claimant.

For the purposes of this section, a “complete refund request” means a request containing sufficient transaction details and submitted through the officially designated support channels.

15. Refund Initiation

Where a refund is formally approved following administrative review:

  • Refund initiation shall occur within seven (7) business days from the date of documented approval recorded in iDrive2’s internal system;
  • Refunds shall be returned to the original payment method only; and
  • No cash refunds shall be provided. For the purposes of this section, “refund initiation” means submission of the refund instruction to the applicable payment gateway.

16. Settlement Timelines

Settlement timelines are determined by banking institutions and payment processors and are outside the direct control of iDrive2.

Indicative settlement timelines, which are non-binding estimates, are:

  • Benefit Pay: 3–7 business days;
  • Card refunds: 5–14 business days. Failure to initiate an approved refund within the defined seven (7) business day period due solely to internal administrative delay may constitute non-compliance with this Policy by iDrive2.

Delays caused by payment gateway processing cycles, banking procedures, card issuer controls, user payment method restrictions, or force majeure events do not constitute service non-compliance.

Refunds cannot be redirected to alternative payment methods unless required by applicable law.

17. App Store & Third-Party Billing Platforms

Where Subscription or promotional payments are processed through the Apple App Store, Google Play Store, or any third-party in-app billing system:

  • Refund requests must be submitted directly through the respective store provider;
  • Refund eligibility shall be governed by the applicable store’s refund policies and billing terms;
  • iDrive2 does not control, override, or adjudicate refund decisions made by such store providers; and
  • Any refund approved by the store provider shall be processed in accordance with the store’s internal procedures. Nothing in this section limits any non-waivable rights under applicable law.

18. Chargebacks & Payment Disputes

Users are encouraged to use the applicable iDrive2 refund or dispute process before initiating a chargeback relating to a payment made directly to iDrive2 where it is reasonable and appropriate to do so.

Nothing in this Policy prevents a user from promptly contacting a bank, card issuer, payment provider, app store, law-enforcement body or other appropriate party regarding 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:

  • Affected account functionality may be temporarily restricted where reasonably necessary pending investigation;
  • The Subscription, Sponsored Listing, Advertising Campaign or other paid service associated with the disputed payment may be paused where reasonably appropriate;
  • Access to the affected paid functionality may be limited; and
  • Relevant transaction records, activation records, usage records and system information may be submitted to the applicable payment processor or financial institution where lawfully permitted and reasonably necessary to respond to the dispute. The fact that a user initiates a chargeback or external payment dispute without first using the iDrive2 refund process does not, by itself, establish fraud, abuse or bad faith.

Temporary restriction during investigation is precautionary and does not constitute a determination of fault or liability.

19. Fraudulent Or Abusive Payment Disputes

Where relevant evidence and, where applicable, payment-provider findings reasonably establish that a chargeback or payment dispute was knowingly:

  • Fraudulent;
  • Abusive;
  • Materially misrepresented; or

  • Otherwise used in bad faith to reverse a valid payment despite knowing that the relevant paid service was properly supplied, iDrive2 may, to the extent legally permissible and proportionate:

  • Suspend or terminate the affected account;

  • Restrict or terminate access to the paid service associated with a reversed or unpaid charge;
  • Seek recovery of amounts lawfully due to iDrive2 and reasonable third-party processor or chargeback costs where recoverable under the applicable contractual terms and law; and
  • Restrict future access to the Platform in serious or repeated cases.

A genuine payment dispute that is unsuccessful does not by itself constitute abuse.

Abuse of payment-dispute mechanisms may constitute a breach of the Acceptable Use Policy.

20. Account Reinstatement

Where account functionality was restricted because of a payment dispute, reinstatement may depend on:

  • Resolution of the payment dispute;
  • Payment of any amount lawfully due;
  • Reasonable identity or payment verification where justified by fraud or security concerns; and
  • Compliance with applicable Platform Terms and policies. Reinstatement decisions shall be proportionate to the circumstances and shall not be based solely on the fact that a user exercised a legitimate payment-dispute right.

Nothing in this section limits any non-waivable rights under applicable law.

21. Interaction With Other Policies And Terms

This Policy operates together with the applicable:

  • Learner Terms & Conditions;
  • Instructor Terms & Conditions;
  • Dispute Resolution Policy;
  • Acceptable Use Policy;
  • Advertising Disclosure Policy;
  • Privacy Notice; and
  • Applicable advertising order, campaign package, Subscription terms, app-store terms or othercommercial terms relating to the relevant paid Platform service. Booking cancellations and no-shows between Learners and Instructors are governed separately by the Booking Cancellation & No-Show Policy and do not create a right to an iDrive2 refund of private lesson fees.

22. Contact

Questions or refund requests relating to payments made directly to iDrive2 may be submitted through the relevant Platform support workflow or through:

Email:

Where a transaction was processed through an app store or external billing provider, the user may also need to use that provider’s designated refund or dispute process.

Use of the general contact email does not replace any specific refund workflow required by the applicable payment provider or Platform interface unless iDrive2 expressly accepts the request through that channel.

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

23. Policy Updates

iDrive2 may update this Policy from time to time to reflect changes in the Platform, business operations, service features, payment methods, Subscription models, advertising products, refund 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.

An update to this Policy will not, by itself, retrospectively alter the commercial terms of a paid service purchased before the revised Policy took effect, except where required by applicable law or where the applicable contractual terms validly provide otherwise.

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.

Where a material update changes refund eligibility, payment obligations, dispute procedures or other material user rights, iDrive2 may require affected users to acknowledge the revised Policy or accept updated applicable Terms before future purchases or continued use of affected paid 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.

If a user does not agree to an updated Policy, the user must discontinue use of the affected paid Platform service before making further purchases or renewals.

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