EzLicence Avis 425

Got our booking cancelled due to the instructor is not available of the time that we booked.

Great customer service and overall easy booking system

I applied for a refund within 24 hours of making my booking, believing I was covered under their advertised cooling-off period. I cancelled the lesson almost immediately, no lesson took place, no instructor time was used, and no driving service was delivered.

Despite acting well within the cooling-off timeframe and not receiving any actual service, my refund request was rejected on the basis that I had “booked a lesson,” even though it was cancelled promptly and nothing was provided.

Their policy suggests refunds are available if the service hasn’t been used, but in practice they treat simply making a booking on the platform as “using the service.” This is not made clear upfront and does not align with what most people would reasonably understand as service usage.

I have now received my probationary licence and no longer need lessons, yet the only option offered was wallet credit for a service I do not require. The cooling-off period sounds reassuring when booking, but the way it is applied in reality is extremely restrictive.

Very disappointing experience. I recommend others read the refund terms very carefully before booking, as the cooling-off period may not work the way you expect.

My driving instructor was excellent and explained me everything to pass my driving test assessment

Stay away. $625 in my wallet and we don't need any lessons. They won't refund my money. Biggest scammers. DONT USE

My good impression with EzLicence is the ease of booking and detailed information about the instructors and vehicles. I purchased a 6-hr package for $564.30 with lessons booked with Kay at the price of $99/hour. The first booking with Mr Kay for 1 hour at that price, and he was a nice and calm instructor. I gave this app 5-star right after first lesson
After a few days, I log in my account to book for the next lessons, the price with Kay is $135/hour. I could not understand why the price is unreasonably so high. This means the money paid for the package is only enough for 3 more hours only, not 6 hours as it advertised. I 'd gave it 1 star but another star earned from easy of booking.

They were very quick with my refund request-I booked a couple hours and it turned out. I don’t need the remaining 2 hours since I already had my drivers license and I just needed it for some practice because I come from overseas.

The email landed in my spam folder. That’s why I couldn’t get back to them quicker.

But they are very nice and resolved my issue within two hours

Excellent driving instructor patient, clear, and very encouraging. I learned a lot and gained confidence quickly. Highly recommend!”

Instructor canceled after we paid for multiple lessons and we are now having trouble getting our money back. VERY DISAPPOINTED with the service.

Misleading information regarding refund policy. Applied for a refund during their promoted "48 hour cooling off period".

Response to my refund request was:
"Once you have cancelled your lessons, please submit a refund request through our online form within 48 hours of your original transaction.
We offer a ‘no questions asked’ refund during this cooling-off period, provided you have not used any services."

Cancelled my lesson as per the instruction and then resubmitted the online refund request form.

However, the response I received stated that my refund request was rejected because I had "booked services" (how do you make a payment without booking services?). Misleading and deceptive information regarding the 48 hour cooling off period (which was a factor in my decision to initially book with this company). If you aren't prepared to provide a refund as per your correspondence, then don't bother promoting your 48 hour cooling off period. Disappointing. Recommend others proceed with caution before booking with this company.

Amazing instructor Manoj booked 5 lessons and the test package to help prepare for my test and he helped me pass first go on manual

Nice and easy. Very understanding instructors

Very bad experience with candors

KUMAR from EZdrive you rock my friend thank you for all the advice help and encouragement last year and helping me get my license I really couldn’t of done it without your help you really went above and beyond for me much appreciated KUMAR

I completed my last drive today, picking up my Provisional 1 license on Monday.
If you're going to choose EZ license please choose Atif, I chose him for my first lesson and continued until my last. Very professional and nice, a wealth of knowledge around the Canberra area and really knows his stuff.

Just pay attention, be confident and you'll get there in no time!

SCAM, DO NOT BOOK. If you change your mind several days before your booking they will withhold your money and refuse a refund. AVOID!

Edit: After citing the exact ACCC quotation ezlicence failed to respond in any capacity to it. DO NOT BOOK

Firstly, my driving instructor was amazing! Secondly, I was unable to use a credit and get it rebooked and had passed my test which led to me not being able to use it. The team understood, replied quickly and refunded me as a gesture of goodwill. I absolutely adore this type of treatment and think it should be praised! Well done team.

all coach is kind and friendly， they always teach useful skill and remind me what to do to keep safe on the road

I reported an instructor for sexual harassment and inappropriate, sexually charged comments regarding minors, only to be told that they will “investigate internally” but I should not expect them to act upon it as they are only a “platform”. Overall, their response was dismissive, and exhibited a prioritisation of saving face over ensuring client safety.

During my lesson, my driving instructor, who is 20 years older than I, continuously commented on my breasts size, asked if my medical device was a recording device and expressed relief when I told him it wasn’t as he was worried he’d “get into trouble for leering,” and when I asked him if he leered at children too, he said that he believed some teenage girls are “ not as innocent as they look.”

Months later, after trying to follow up, I feel Ezlicense is still not taking my report seriously, and I cannot receive clarification regarding if an internal investigation occurred or not. I have expressed to Ezlicense that I do not feel they are taking this report seriously and that they have a responsibility to ensure their clients safety. So far the situation has caused me ongoing stress, anxiety and fear of resuming driving lessons with absolutely anyone.

I have not yet been allowed to update my star review of the instructor with a comment.

Thanks to this ongoing experience I still haven’t gotten my P plates, even though I planned on going for them 3 months ago, which has caused me major inconvenience, all because of the fear Neil caused me.

I understand their refund policy, but I feel I should be able to dispute this as I did not receive the service I paid for within my lesson. I received no instruction and spent the majority of it trying to get out of the situation without offending my instructor, as I was scared of what might happen if I did. I believe that consumer affairs would back this up.

Unfortunately many people in Australia have multiple encounters with harassment and abuse, including from driving instructors who abuse their position. Not only does it go against Ezlicense policy and breach the professional barrier and the position of trust, but it can be very triggering and re-traumatising for some people.

Based on the comments made by Neil, I worry that there may be other women or minors out there he could potentially do this to, who may be too frightened to speak up.

Ezlicense must do better going forward.

The instructor for my daughter was great. The issue is the way they "sell" the lessons . You load set amounts onto your "wallet" with them to buy lessons but the set value doesnt always match the amount charged for the lesson so if you have $$ left over they won't refund it. They retain the amount which isnt enough for another lesson but they wont refund it. My $40 leftover is just "donated" to them. Imagine this with every client that books on their website! Be careful booking with them. Many emails to them and they will not resolve it for me. (I initially had $170 left over but our instructor went on holidays - we booked another lesson with a different instructor so as to try to "get back " some $$)Disappointing experience.