Dispute Resolution Policy for Rated Driving

At Rated Driving, we act as an agent, connecting learner drivers with self-employed, independent driving instructors. While we facilitate this relationship, we are committed to assisting in the resolution of disputes where appropriate.

Step 1: Address the Issue Directly

In the first instance, we encourage learners to raise any concerns directly with their instructor. Open communication often resolves issues swiftly and avoids misunderstandings.

Step 2: Submit a Dispute Resolution Query

If a resolution cannot be reached through direct discussion with your instructor, you may submit a Dispute Resolution Query via email to support@rateddriving.com.

When submitting a query, please include:

• A detailed description of the issue.
• Any relevant evidence (e.g., emails, messages, lesson records) to help us understand the situation.

To ensure that disputes are addressed promptly, all Dispute Resolution Queries must be submitted within 48 hours of the event in question.

Step 3: Rated Driving’s Role in the Dispute

As we act as an agent, Rated Driving may not intervene in all disputes. Our team will carefully review each query and exercise discretion in determining whether intervention is appropriate, or if it’s best for the matter to be resolved directly between the learner and the instructor.

Below are examples of cases where Rated Driving may typically intervene:

• Fraud or illegal activity.
• Harassment.
• App malfunction.
• Misrepresentation of identity on the platform.

The following disputes usually fall outside of our intervention scope and should be resolved between the learner and the instructor, unless extenuating circumstances arise:

• Cosmetic issues with the instructor’s vehicle.
• Parking tickets incurred during lessons.
• Disagreements about the number of lessons remaining.
• Judgements on readiness for a driving test.
• Lesson structure or content-related disagreements.

As a general rule, Rated Driving’s level of involvement increases with the severity of the dispute.

Step 4: Alternative Instructor Assignment

If the learner and instructor are unable to maintain a productive relationship, Rated Driving can arrange an alternative instructor at no additional cost. In such cases, learners should notify their current instructor and request a refund for any unused lessons before being matched with a new instructor via the Rated Driving platform.

Step 5: Financial Disputes

For disputes involving financial matters, we encourage both parties to attempt to reach an amicable resolution. If an agreement cannot be achieved:

• Both parties will need to submit a detailed report with supporting evidence.
• These reports will be shared with both parties to allow for counter-evidence or responses.

In some cases, a Rated Driving representative may suggest a mediation call involving all parties to facilitate a resolution.

If mediation does not resolve the issue, Rated Driving will make a final decision based on the available evidence. Failure to comply with this decision may result in the removal of your account from the platform and withholding of funds.

Step 6: Appeals and Independent Resolution

If new evidence comes to light, either party may appeal Rated Driving’s decision. However, it’s important to note that our decision does not limit your right to seek independent resolution, such as legal advice or recourse through a small claims court.

Disclaimer

While Rated Driving will make every effort to mediate disputes and ensure all parties have a positive experience using the platform, we act solely as an agent connecting learners and instructors. As per our terms of service, Rated Driving accepts no liability for the actions or relationships between learner drivers and instructors.