This Refund Policy explains how refund and remedy requests are handled for digital products purchased from Drive Easy (operated by LITIGATION LIMITED). Because our products are digital in nature and access is usually provided promptly after purchase, the rules around refunds are somewhat different from those that apply to physical goods.
We strongly encourage you to read this Policy, along with our Terms & Conditions, Payment Policy, and Shipping Policy, before completing your purchase — so that you are fully informed about your rights and our obligations. If you have any questions before buying, please contact us at info@drive-easy.co.uk and we will be happy to help.
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Nature of Our Products
All products sold on drive-easy.co.uk — including individual courses, course bundles, downloadable guides, and any optional extras — are digital products. They are delivered electronically, typically within minutes of a successful payment being confirmed, via email or secure access links.
Because digital content is delivered and accessed immediately, and because it cannot be physically "returned" in the way that a physical product can, the refund rights applicable to our products differ from those that apply to tangible goods. This is consistent with UK consumer law, which specifically addresses the treatment of digital content.
Why Digital Refunds Work Differently
Under the Consumer Rights Act 2015 and UK consumer protection law, a trader is not required to offer a refund for digital content once the consumer has given explicit consent for the content to be delivered before the end of any cancellation period, and has acknowledged that the right to cancel is lost upon delivery. By completing checkout on drive-easy.co.uk, you acknowledge these terms and consent to immediate delivery.
We have structured our courses with clear descriptions, previews where available, and a straightforward support process — so that you can make a confident, informed purchase. If you are unsure whether a course is right for you, please reach out to us before buying rather than after.
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Our General Refund Position
Refunds are not ordinarily available once access to digital content has been granted or the digital content has been made available to you. This is because, at that point, the product has been delivered in full and cannot be "un-delivered" or returned.
Below is a clear summary of the most common scenarios and how we treat them. We have tried to be as straightforward and transparent as possible:
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Change of mind
We do not offer refunds simply because a customer has changed their mind, decided they no longer want the course, or has chosen not to use the content they purchased. We encourage you to review course descriptions carefully before buying.
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User-side technical issues
We do not offer refunds for problems caused by your own device, internet connection, browser, software configuration, or failure to meet any published technical requirements. If you experience technical difficulties, please contact us first — we can often resolve these quickly.
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Failure to pass a test
Our courses are designed to support your learning and test preparation, but we cannot guarantee outcomes. We do not offer refunds on the basis that a customer did not pass their theory or practical driving test after using our materials.
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Purchased the wrong course
Please review all course details carefully before purchasing. We cannot offer refunds where a customer has purchased the incorrect course by mistake. If you are unsure which course is right for you, contact us before buying and we will guide you.
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Duplicate charge
If you were charged more than once for the same order — for example, due to a technical error during checkout — we will investigate promptly and issue a full refund of the duplicate amount as quickly as possible.
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Non-delivery we cannot resolve
If you did not receive access to your purchased content and we are unable to resolve the access issue within a reasonable time despite reasonable effort on our part, we will consider a refund or re-delivery as appropriate.
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Product materially different from description
If the content delivered is materially and substantially different from what was described at the time of purchase — not merely a matter of expectation, but a genuine factual discrepancy — we will investigate and offer an appropriate remedy.
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Required by law
Where a refund is required by applicable consumer protection law — regardless of the circumstances described elsewhere in this Policy — we will honour that obligation in full.
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How to Request a Refund or Remedy
If you believe you have a genuine issue with your order that falls within the circumstances described above, please follow the steps below. Acting promptly gives us the best chance of resolving things quickly and fairly.
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Contact us as soon as possible
Get in touch via our contact form or by emailing info@drive-easy.co.uk. The sooner you reach out, the faster we can investigate and assist you.
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Include your order details
Please provide your full name, the email address used at checkout, your order reference number (found in your confirmation email), and a clear description of the issue you are experiencing.
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We may ask for further information
To investigate your request fairly and thoroughly, we may ask for additional information — such as screenshots, error messages, or details about your device and browser. We appreciate your patience and cooperation during this process.
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We investigate and respond
We will review your request and aim to respond within a reasonable time. Where a refund, replacement, re-delivery, or other remedy is appropriate, we will confirm our decision and, if applicable, process the refund to your original payment method.
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Refund processing time
Where a refund is approved, we will process it as promptly as possible. The time for the refunded amount to appear in your account will depend on your bank or card provider — typically between 5 and 10 business days after we initiate the refund.
Please do not initiate a chargeback with your bank before contacting us first. Chargebacks initiated without giving us the opportunity to resolve the issue are considered a violation of our Terms & Conditions and may result in access to your purchased content being suspended during the dispute process.
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Remedies We May Offer
Where we determine that a remedy is appropriate — either because the circumstances fall within this Policy or because it is required by law — we will consider the most suitable option based on the nature of the issue. Possible remedies include:
Full or partial refund to your original payment method, where the issue warrants it and no other remedy is more appropriate.
Re-delivery of the purchased content, where the issue relates to non-delivery or a technical access problem that can be resolved by resending access details.
Replacement with an equivalent product of equal value, where the original product was materially different from its description.
Account credit or course substitution, where agreed between both parties as a fair and practical resolution.
The remedy offered will be proportionate to the issue reported. We reserve the right to assess each request individually and to offer the most appropriate resolution rather than automatically defaulting to a cash refund in every case.
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Your Statutory Rights
Nothing in this Refund Policy affects, overrides, or limits any rights you may have under applicable consumer protection law that cannot be excluded by contract. This includes rights under:
The Consumer Rights Act 2015 — which sets out your rights in relation to digital content, including the right for it to be of satisfactory quality, fit for purpose, and as described.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — which govern cancellation rights for distance contracts, subject to the digital content exemption described in Section 1 of this Policy.
Any other applicable statutory right that cannot be excluded or limited under the laws of England and Wales.
Your Rights Always Apply
If you believe your statutory rights have not been respected, you can seek further guidance from Citizens Advice (citizensadvice.org.uk) or contact your local Trading Standards office. You may also have the right to seek alternative dispute resolution (ADR) before taking legal action.
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Contact Us
For refund-related enquiries, access issues, or any questions about your order, please get in touch with our support team. We aim to respond to all enquiries promptly and to find a fair resolution where one is warranted.
