Refunds Policy

Last updated: 10 June 2026

This Refunds Policy explains what happens if you request a cancellation, change or refund for an order placed on bookmytheorytest.com.

We are an independent booking assistance service and are not affiliated with DVSA or GOV.UK. The official DVSA theory test fee is payable to DVSA, and DVSA rules apply to changes and cancellations of the test appointment.

1. What you paid for

Your total price usually includes two parts:

Official DVSA theory test fee (the amount charged for the appointment); and
Our service/admin fee (our booking assistance work, support, and any optional add-ons purchased).

Examples (shown for clarity; your exact breakdown is shown at checkout): a £46 payment is £23 DVSA fee + £23 service/admin fee. A £65 payment is 2×£23 DVSA fees + £19 service/admin fee.

2. When our service starts

Our service typically starts immediately after payment. This may include validating your details, preparing the booking and starting booking activity. Because performance begins quickly, refund eligibility depends on whether we have already started work and/or placed a DVSA booking.

3. Consumer cancellation rights

If you are a consumer, you may have a 14-day cancellation right for distance purchases in certain circumstances. However, if you request that we start the service immediately and we begin performance during the cancellation period, your right to cancel may be affected and a proportionate amount may be payable for work performed.

Nothing in this policy removes your statutory rights.

4. Refund rules (by scenario)

A) Before we place the DVSA booking

If you contact us before we have placed the DVSA booking, we will normally be able to cancel. In this case:

The DVSA fee portion is typically refundable because the appointment has not been created.
Our service/admin fee may be refundable in full or in part depending on the work already carried out.

B) Incorrect, incomplete or missing customer details

If you provide incorrect, incomplete, inconsistent, invalid or missing details, we may be unable to place your DVSA theory test booking. This can include, but is not limited to, issues with the candidate’s name, date of birth, address, email address, phone number, driving licence number, test type, preferred test centre, preferred date/time or support/accessibility requirements.

If we identify an issue with your details, we may contact you by email, SMS and/or phone using the contact details provided in your order. You are responsible for responding to our requests and providing the corrected or missing information as soon as possible.

If you do not provide the required missing or corrected information within 14 calendar days of our first request, or sooner where your preferred test date, test centre or DVSA booking availability cannot reasonably be secured because of the delay, we may place your order on hold, cancel the booking request or close your order.

If no DVSA booking has been placed, the unused official DVSA test fee portion of your payment will normally be refunded.

Our service/admin fee may still be retained in full or in part because our booking assistance service may already have started. This may include reviewing your application, validating or checking your details, preparing the booking request, checking test centre/date/time availability, maintaining and managing your order, providing customer support, and contacting you by email, SMS and/or phone to request missing or corrected information.

Where we retain any service/admin fee, the amount retained will be reasonable and proportionate to the work already carried out. If we have not started work, or if we are at fault, we will not retain the service/admin fee except where permitted by law.

Nothing in this policy affects your statutory rights.

C) After we place the DVSA booking

Once a DVSA appointment has been created/placed:

Our service/admin fee is generally non-refundable except where required by law (for example, if we fail to provide the service with reasonable care and skill).
The DVSA fee portion is refundable only if DVSA permits a refund under DVSA rules and timelines.

D) Short-notice cancellations, no-shows, incorrect documents

If you cancel too late under DVSA rules, do not attend, arrive late, or are refused entry for missing/incorrect documents or eligibility issues, DVSA may keep the test fee. In these cases, the DVSA fee portion is usually not recoverable and our service/admin fee is not refundable.

E) DVSA timelines for changes/cancellations

DVSA typically requires 3 full working days (Mon–Fri) notice to change or cancel without losing the DVSA fee. Sundays do not count as working days. See our guidance: reschedule your theory test.

5. How to request a refund or cancellation

Email contact@bookmytheorytest.com and include:

Your full name
The email used at checkout
Your BookMyTheoryTest booking reference (if available)
What you want: cancel / change / refund
If changing: preferred new dates/centres

We aim to respond within 1 business day (24h).

6. Refund method and timing

Refunds are sent back to the original payment method where possible. Banks can take 5–10 business days (sometimes longer) to show a refund. If a DVSA refund is required first, timing will depend on DVSA rules and processing.

7. Disputes / chargebacks

If you do not recognise a charge or believe there is an issue with your order, please contact us first. We can usually resolve problems quickly.

If a chargeback or payment dispute is filed with Stripe, your card provider or your bank, we may provide evidence to help resolve it. This may include your order details, package selected, payment breakdown, checkout consents, timestamp, IP address and user agent where captured, confirmation emails, communication logs, SMS/email reminders, fulfilment status, refund records, and copies of the Terms and Refunds Policy you agreed to at checkout.

If we identify fraud, suspected fraud, unauthorised use or misuse of the chargeback process, we may pause processing while investigating and may cancel or refund any recoverable amounts where appropriate.

This does not affect your statutory rights.