1. Policy Overview & Scope

This policy applies to all training programs, practical driving lessons, assessment preparation, and related heavy vehicle courses provided by Roadmaster Truck Driving School, including:

• Heavy Rigid (HR) Licence Training – Automatic, Synchromesh, and Road Ranger (Non-Synchromesh).
• Heavy Combination (HC) Licence Training and Multi Combination (MC) Licence Training.
• Customised practical lessons, refresher driving lessons, and vehicle hire for assessments.

By booking a course, paying a deposit, or participating in training with Roadmaster Truck Driving School, you acknowledge and agree to the terms specified in this policy.

2. Booking Confirmations & Fee Payments

To secure a training schedule, instructor availability, and vehicle allocation, bookings require payment of an upfront deposit or full payment as specified during enrollment.

• A booking is only confirmed once required payment has cleared and written/electronic confirmation is issued.
• Outstanding course balances must be fully paid prior to the commencement of the scheduled training session or assessment.
• Any promotional rates or package deals must be paid in full according to the terms of that specific offer.

3. Student Cancellations & Rescheduling Terms

We understand that unforeseen situations may arise. However, because our instructors and heavy vehicles are dedicated specifically to your booked session, the following notice periods apply:

4. Cancellations & Rescheduling by Roadmaster

On rare occasions, Roadmaster Truck Driving School may need to cancel or postpone scheduled training due to factors beyond our reasonable control, such as:

• Severe or unsafe weather conditions and hazardous road warnings.
• Mechanical breakdown or mandatory vehicle safety maintenance.
• Instructor illness, injury, or emergency circumstances.
• Department of Transport (DoT) or RTO assessor rescheduling.

In such events, we will contact you immediately to arrange a prompt rescheduling at no extra cost. If an agreeable reschedule date cannot be found, you will receive a full refund or credit for the affected uncommenced training session. Roadmaster is not liable for indirect or consequential expenses (such as travel or lost wages).

5. Eligibility, Licence Requirements & Student Responsibilities

Students must satisfy all Western Australia Department of Transport legal requirements and prerequisites before attending training:

• Holding a valid, unexpired Australian driver’s licence or learner permit for the required minimum tenure (e.g. 1 year on a Car licence for HR, 1 year on HR/HC for MC).
• Presenting physical, valid photo identification and required licence documentation upon arrival.
• Providing accurate personal information, medical status, and licence eligibility details.

If a session cannot proceed because the student arrives without valid documentation, has an active licence suspension, or fails to meet legal criteria, the session fee cannot be refunded.

6. Fitness to Drive & Session Termination

Safety is our top priority. Instructors retain the absolute authority to terminate a training session immediately if:

• The student is reasonably suspected of being under the influence of alcohol, illegal drugs, or impairing medication.
• The student exhibits unsafe, reckless, abusive, or dangerous driving behaviour.
• The student refuses to follow lawful, reasonable instructions given by the driving instructor or assessor.

If a lesson is terminated under these safety circumstances, no refund or credit will be issued.

7. RTO Partnership & Assessment Fees

Roadmaster Truck Driving School delivers accredited training and assessment in partnership with Deltawest Training (RTO 40599).

• Practical Driving Assessment (PDA) fees and third-party booking fees paid directly to licensing bodies or the RTO are governed by their respective cancellation policies.
• Once an assessment slot has been officially booked with the assessor or registered in the regulatory portal, those third-party fees are typically non-refundable by the governing authority.
• Any refund of RTO assessment fees will be subject to RTO guidelines and deductions for non-recoverable processing charges.

8. Australian Consumer Law (ACL) Compliance

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (Competition and Consumer Act 2010). Nothing in this policy excludes, limits, or modifies your statutory consumer rights.

If a service has a major failure (e.g., failure to provide the agreed training service without reasonable cause), you are entitled to cancel the service contract and receive a refund for the unused portion or compensation for its reduced value.

9. How to Request a Refund & Processing Timelines

All refund requests must be submitted in writing via email or through our official contact form:

• Required Information: Full student name, contact phone number, booking invoice/receipt number, date of scheduled training, and the reason for the refund request.
• Review Timeframe: Our administrative team will review your application and respond within 3 to 5 business days.
• Payment Method: Approved refunds will be processed via the original method of payment (bank transfer, credit/debit card, or electronic merchant). Card refunds generally appear in your account within 5–10 business days depending on your financial institution.

10. Complaints Policy

Roadmaster Truck Driving School is committed to providing high-quality training and maintaining positive learning outcomes. To ensure fair and prompt resolution of any concerns:

• Immediate Notification: If you experience any issues regarding vehicle condition, instructor delivery, or training quality, you must notify our office or management immediately during or right after the session so that prompt corrective action can be taken.
• Retrospective Claims: Retrospective complaints raised after a training session has already been completed or following an unsuccessful assessment attempt cannot be used to claim an unconditional refund where no concerns were raised during the lesson.
• Formal Investigation: All formal complaints submitted in writing will be logged, investigated objectively, and responded to within 3 to 5 business days in accordance with Australian standards and RTO partner guidelines.

11. Dispute Resolution & Enquiries

If you have any questions, concerns, or disputes regarding a cancellation fee or refund decision, we encourage you to contact our management team directly. We will make every genuine effort to achieve an equitable resolution in good faith.