We would rather refund your money than keep you in lessons you don't want. This policy sets out exactly how refunds work at Novack Driving Academy Sdn. Bhd., so there are no awkward conversations later.

The Short Version

Unused lesson hours in a valid package are refundable at any time within the package's six-month validity.
Hours already taken are charged at the single-hour rate (RM 110), not the discounted package rate, and the difference is refunded.
Refunds are paid within 14 days of approval, by bank transfer to the original payer.

Cooling-Off: First 7 Days

If you cancel within seven days of purchase and have taken no lessons, you receive a 100% refund — no questions, no deductions, no processing fee. If you took one lesson in that week and decided we're not for you, we deduct only that single hour at RM 110 and refund the rest.

After the Cooling-Off Period

The refund for a partially used package is calculated as:

Refund = Package price − (hours taken × RM 110)

Example: you bought Test-Ready Twelve (RM 1,190) and took five lessons. Refund = RM 1,190 − (5 × RM 110) = RM 640. If the calculation ever comes out negative, you owe nothing extra — the refund is simply zero.

Special Cases

Medical grounds: with a medical certificate, we waive the single-hour recalculation and refund the straight pro-rata value of unused hours, or freeze the package for up to twelve months — your choice.
Relocation: moving outside our coverage area is treated the same as medical grounds on sight of reasonable evidence (tenancy, employment letter).
Academy fault: if we cannot provide your lessons — instructor unavailability we can't resolve, coverage withdrawal — you receive a full refund of all unused hours at the package rate, plus any test-day fees already paid.
Expired packages: hours past the six-month validity are not refundable, but we allow a one-time two-month extension if you ask before expiry.

What Is Not Refundable

Hours already delivered (beyond the recalculation above)
Lessons forfeited under the late-cancellation rule in our Terms & Conditions
Third-party fees already paid on your behalf (e.g. JPJ test slot fees), which follow the third party's own refund rules

How to Request a Refund

Email [email protected] with the subject "Refund Request", or message +60 12-336 8154. Include your name and the phone number used at booking.
We confirm the calculation with you in writing within three working days.
Once you approve the figure, payment is made by bank transfer within 14 days.

Disagree with a calculation? Reply to the confirmation email and a manager — not the original handler — will review it within five working days.