iDrive2

Cancellation & No-Show Policy

1. Purpose

This Booking Cancellation & No-Show Policy (“Policy”) establishes the rules used by iDrive2 to record, classify and administratively manage cancellations and no-shows relating to bookings between Learners and Instructors through the Platform.

This Policy governs:

  • Booking cancellation classifications;
  • Late-cancellation classifications;
  • Learner and Instructor no-show classifications;
  • Applicable cancellation and no-show time thresholds;
  • Repeated cancellation or no-show behaviour for Platform reliability and account-management purposes;
  • Administrative review of disputed booking classifications; and
  • Platform consequences arising from repeated or serious booking-reliability issues. Booking cancellation and no-show classifications are administrative Platform records used for booking management, marketplace reliability, user safety, account administration and enforcement.

This Policy does not:

  • Govern refund eligibility, which is governed exclusively by the iDrive2 Refund Policy;
  • Govern lesson delivery obligations between Learners and Instructors;
  • Govern lesson fee collection, forfeiture, compensation, or private cancellation charges between Learners and Instructors; or
  • Make iDrive2 a party to any lesson arrangement or lesson-related financial dispute. iDrive2 does not process, collect, hold, transfer, settle or refund driving-lesson fees between Learners and Instructors and does not impose or collect lesson cancellation fees, no-show fees or other financial penalties arising from a booking.

All lesson-related financial arrangements, liabilities, and obligations remain strictly between the Learner and the Instructor.

Any private financial arrangement relating to a cancelled, rescheduled or missed lesson remains solely between the Learner and Instructor and is not determined, collected or enforced by iDrive2.

A Platform cancellation or no-show classification does not determine legal fault, contractual liability or financial responsibility between a Learner and Instructor.

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

2. Platform Role And Booking Classifications

iDrive2 operates solely as a digital marketplace platform providing discovery, booking coordination, communications and related marketplace functionality.

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. Booking cancellation and no-show classifications are Platform-generated administrative records only.

They do not:

  • Determine legal fault;
  • Assign contractual breach between a Learner and Instructor;
  • Impose or collect lesson-related financial penalties;
  • Resolve private financial disputes;
  • Determine entitlement to lesson-fee recovery; or
  • Constitute regulatory findings or conclusive proof of actual physical attendance. iDrive2 may use booking cancellation and no-show information for legitimate Platform purposes including reliability monitoring, marketplace integrity, safety review, account administration, dispute handling and enforcement of applicable Platform rules.

Any private rescheduling arrangement, replacement lesson, cancellation charge or other consequence agreed between a Learner and Instructor remains outside iDrive2’s payment and enforcement model.

3. Booking Cancellation & No-Show Rules

The Platform may record booking events including booking requests, confirmations, cancellations, expirations, completed bookings and no-show classifications.

Cancellation and no-show classifications are based on available Platform records, including authenticated booking records, timestamps, user actions and relevant system activity.

These classifications are used for Platform purposes only and do not determine whether either party owes money to the other.

4. System-Configured Cancellation Windows

Cancellation and No-Show windows are defined by system configuration and the applicable Platform policy or configuration version in effect for the relevant booking.

Default system configuration, unless otherwise specified in-app:

  • On-Time Cancellation: twenty-four (24) hours or more before the scheduled start time;
  • Late Cancellation: less than twenty-four (24) hours before the scheduled start time;
  • No-Show Grace Period — Learner: fifteen (15) minutes;
  • No-Show Grace Period — Instructor: fifteen (15) minutes; and
  • Dispute Window: twenty-four (24) hours after the scheduled session end time. These thresholds govern Platform classification and account-management purposes only and do not create a lesson cancellation fee or financial penalty.

All thresholds are subject to system configuration and may be updated prospectively in accordance with this Policy.

Where a different threshold is configured for a particular booking type or Platform feature, the applicable threshold should be communicated through the relevant Platform workflow before it is applied.

Exact thresholds displayed in-app at the time of booking shall prevail over any default thresholds stated in this Policy.

5. Learner-Initiated Cancellations

Where a Learner cancels:

  • The cancellation timestamp shall be determined by authenticated Platform records;
  • Classification shall be applied according to the applicable system threshold; and
  • Manual override shall be restricted to documented administrative review. Repeated Late Cancellations or No-Shows by a Learner within a rolling thirty (30)-day period may trigger administrative review.

Unless otherwise configured prospectively in the Platform, review may be triggered where:

  • Three (3) or more Late Cancellations occur within thirty (30) days; or
  • Two (2) or more No-Shows occur within thirty (30) days. Where review is triggered, iDrive2 may consider relevant circumstances, available Platform records and any explanation or evidence provided by the Learner.

Measures following review may include:

  • Warning notices;
  • Temporary booking restrictions;
  • Temporary feature restrictions;
  • Administrative monitoring or account review; or
  • Other proportionate Platform measures permitted under the applicable Terms and policies.

Other proportionate Platform measures permitted under the applicable Terms and policies.

A Late Cancellation or No-Show classification does not result in an iDrive2 lesson-fee charge or financial penalty.

iDrive2 does not collect, impose, or enforce lesson cancellation fees.

6. Instructor-Initiated Cancellations

Instructor cancellations and no-shows may be tracked for marketplace reliability, booking integrity, user experience and Platform administration.

Default Monitoring Period

Metrics are calculated on a rolling thirty (30)-day basis, unless otherwise configured.

Default Threshold Triggers

Administrative review may be triggered where:

  • rate exceeds twenty percent (20%) of confirmed bookings in a rolling thirty (30)-day period;
  • Three (3) or more same-day cancellations occur within thirty (30) days; or
  • Two (2) or more Instructor No-Shows occur within thirty (30) days. Thresholds are system-configurable and may be updated prospectively.

Reaching a threshold does not automatically establish misconduct. It triggers administrative review of the relevant booking history and circumstances.

Measures following review may include:

  • Warning notice;
  • Ranking or Cancellation visibility adjustment;
  • Temporary booking restriction;
  • Temporary restriction of relevant promotional visibility where reasonably connected to the account issue;
  • Administrative review;
  • Temporary suspension; or
  • Other proportionate account measures in repeated or serious cases.

Safety-Related or Exceptional Cancellations

Cancellations due to documented safety reasons, including vehicle breakdown, medical emergency, regulatory restriction or another reasonably substantiated circumstance preventing safe or lawful lesson delivery, may be excluded from reliability metrics following administrative review.

A user should not be discouraged from cancelling or stopping a lesson where continuing would be unsafe or unlawful.

Submission of knowingly false or fabricated justification may constitute a breach of the Acceptable Use Policy.

7. No-Show Determination

A booking may be classified within the Platform as a No-Show where:

  • A confirmed booking exists in the Platform;
  • The applicable grace period has expired;
  • Available Platform records do not reflect timely cancellation or other system activity sufficient to prevent the applicable No-Show classification; and
  • No cancellation was recorded before the applicable classification point. No-Show classification is based on available Platform records, including booking confirmation logs, cancellation timestamps and relevant system activity.

iDrive2 does not independently verify actual physical attendance, arrival location, or real-world events outside the Platform environment.

Accordingly, a No-Show classification is a Platform administrative status and is not conclusive proof that a person did or did not physically attend the agreed location.

8. Disputing A Booking Classification

Users may dispute a cancellation or No-Show classification.

Dispute Submission Window

A dispute must be submitted within twenty-four (24) hours of the scheduled session end time, unless another applicable Platform rule provides a different period.

A late dispute may be considered where documented exceptional circumstances reasonably prevented timely submission.

If no valid dispute is submitted within the applicable dispute window, the recorded classification may remain unchanged for Platform purposes.

The Platform dispute window governs internal administrative review only and does not limit any non-waivable legal right or statutory period available under applicable law.

Submission Method

Disputes should be submitted through:

  • In-app dispute functionality; or
  • An official support or dispute channel published by iDrive2. Submissions through informal personal messaging or other non-designated channels do not ordinarily constitute formal dispute notice unless iDrive2 expressly accepts the matter into the formal review process.

Supporting Information

Users may provide relevant supporting materials, including:

  • In-app message history;
  • Timestamped communication records;
  • Location or GPS information voluntarily provided by the user, where relevant;
  • Instructor or Learner written confirmation;
  • System error screenshots; or
  • Other relevant information reasonably available to the user. iDrive2 does not require continuous GPS tracking and does not independently verify physical attendance.

Determination Standard

Administrative review may consider:

  • Authenticated system logs;
  • Booking timestamps;
  • Cancellation timestamps;
  • Relevant Platform communications;
  • User-submitted supporting evidence; and
  • Other information reasonably relevant to the disputed classification. Authenticated Platform records may ordinarily be treated as reliable evidence of Platform activity, but no individual system record or automated classification is necessarily conclusive where credible contrary evidence or system error exists.

Review outcomes determine the Platform classification only and do not determine financial responsibility between the Learner and Instructor.

Where an internal review outcome is disputed further, the applicable Dispute Resolution Policy shall apply where secondary review is available.

9. Effect Of Cancellations And No-Shows On Platform Accounts

Cancellation and no-show records may contribute to reliability, account-management and Platform-integrity decisions.

iDrive2 may consider factors including:

  • Frequency of cancellations or no-shows;
  • Whether conduct is repeated;
  • Timing of cancellations;
  • Available explanations or supporting evidence;
  • Safety or exceptional circumstances;
  • Impact on other Platform users;
  • Relevant prior booking history; and
  • Whether the conduct appears deliberate, abusive or manipulative.

Possible Platform measures may include:

  • Warning notice;
  • Booking restriction;
  • Temporary feature restriction;
  • Ranking or visibility adjustment where relevant;
  • Administrative account review;
  • Temporary suspension; or
  • Permanent termination in serious or repeated cases. Any measure must relate to Platform use and does not create or enforce a financial penalty relating to the underlying lesson.

Cancellation or no-show information may also be considered under the Acceptable Use Policy, Safety & Conduct Policy or applicable Terms where the conduct separately raises fraud, abuse, safety, harassment or Platform-integrity concerns.

10. Safety And Lawful Cancellations

Nothing in this Policy requires a Learner or Instructor to proceed with or continue a booking where doing so would be unsafe, unlawful or reasonably inappropriate because of an immediate safety concern.

Examples may include:

  • Vehicle breakdown or unsafe vehicle condition;
  • Medical emergency or sudden inability to participate safely;
  • Intoxication or impairment;
  • Regulatory or licensing restriction;
  • Dangerous road or environmental conditions were continuing would create an unreasonable safety risk; or
  • Threatening, abusive or otherwise serious safety-related conduct. Where reasonably possible, the affected user should record the cancellation through the Platform and provide relevant information if administrative review is subsequently required.

Safety-related cancellation does not automatically excuse unrelated repeated booking abuse, and knowingly false use of a safety explanation may result in enforcement under applicable Platform policies.

11. Records, Privacy And Administrative Review

Booking cancellation, no-show and dispute records may include booking timestamps, account activity, communications, classification history, user-submitted evidence and administrative review records.

Such information shall be processed in accordance with the iDrive2 Privacy Notice and applicable law.

Access to restricted Platform communications or other higher-risk personal data for cancellation or no-show review shall be limited to authorised personnel where reasonably necessary and subject to applicable role-based access controls and access logging.

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

Nothing in this Policy authorises general monitoring of private activity outside the Platform.

12. Interaction With Other Policies

This Policy should be read together with the applicable:

  • Learner Terms & Conditions;
  • Instructor Terms & Conditions;
  • Acceptable Use Policy;
  • Safety & Conduct Policy;
  • Dispute Resolution Policy; and
  • Privacy Notice. Refunds relating to payments made directly to iDrive2 are governed separately by the Refund Policy.

Subscription cancellation, auto-renewal, Sponsored Listings, Advertising Campaigns and other paid iDrive2 services are governed by the applicable Terms, advertising contractual terms, campaign terms and Refund

Policy and are not governed by the booking cancellation rules in this Policy.

13. Contact

Questions concerning this Policy or a booking cancellation or no-show classification may be directed through the applicable in-app support or dispute functionality or through:

Email:

Where the Platform provides a designated dispute workflow, use of the general contact email does not replace that workflow unless iDrive2 expressly accepts the matter for administrative review through another channel.

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

14. Policy Updates

iDrive2 may update this Policy from time to time to reflect changes in the Platform, business operations, service features, booking workflows, cancellation classifications, no-show controls, reliability rules, 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, 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.

Changes to cancellation or no-show thresholds shall apply prospectively and should not retrospectively change the classification rules that applied to a booking before the relevant change took effect.

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 introduces or materially changes booking obligations, classification rules, dispute rights or account consequences, iDrive2 may require affected users to acknowledge the updated Policy or applicable revised Terms before continued use of relevant booking 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 booking functionality before the update takes effect.

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