Swap Service: Terms & Conditions and Refund Policy

These Swap Terms apply in addition to, and where they overlap take priority over, our General Terms & Conditions and Privacy Policy.

1. About the Swap Service

The Swap Service lets two driving-test candidates who already hold UK practical driving-test bookings with the Driver and Vehicle Standards Agency (the "DVSA") exchange their slots. Fast Pass is not the DVSA and is not affiliated with it. The swap itself is performed by the DVSA over the telephone with both candidates' consent; Fast Pass's role is limited to matching candidates, providing privacy-preserving messaging and calling, and connecting both parties with a DVSA agent on a three-way call.

2. Eligibility

To use the Swap Service you must (a) hold an active practical car driving-test booking with the DVSA, (b) be the candidate named on that booking; you may not act on behalf of anyone else, as the DVSA requires the candidate to be present on the call, (c) have at least one DVSA change remaining (the DVSA permits a maximum of two per booking), and (d) be outside the DVSA cancellation deadline (currently ten clear working days before the test). You may only swap a slot for one of the same DVSA fee category: a weekday test (currently £62) cannot be swapped with a weekend, evening, or bank-holiday test (currently £75). You are responsible for ensuring your booking information is accurate; if it is not, the swap may fail and the Refund Policy below will apply.

3. Sending and Accepting Swap Requests

You may browse compatible slots and send swap requests to other candidates, and may receive requests from them. Either party may withdraw, decline, or ignore a request before both have accepted it. No fee is payable until both parties have accepted. Acceptance does not by itself bind the DVSA; the swap is only effective once the DVSA has actioned it and both parties have confirmed in the app.

4. The Match Fee

The match fee is £19.99 per candidate. It covers matching, messaging, in-app calling, and the three-way DVSA call. It is in addition to any DVSA fees or surcharges which remain your responsibility. Currently, the DVSA does not charge a fee to swap a booking.

When you pay, the £19.99 is held against the swap and only charged to your card once the swap is treated as complete (Section 7). In any other case it is refunded to your original payment method under the Refund Policy. Depending on timing this may appear on your statement as a reversal of the original payment or as a separate refund; either way, you will not be charged. Messaging and calling features remain locked until both parties have paid.

The in-app payment screen states that, by paying, you agree to these Swap Terms. Completing the payment constitutes your acceptance of these Swap Terms in respect of that swap.

5. The 72-Hour Window

Once you pay, the other candidate has 72 hours from the moment your payment is confirmed to pay theirs. If they do not, you may cancel and receive a full refund. If you cancel before the 72 hours have elapsed (other than because they have since paid), you forfeit your match fee. The countdown is shown in the app. If neither party has paid, either may cancel without charge.

6. Messaging, Calling, and the Three-Way DVSA Call

Once both parties have paid, in-app messaging and voice calling unlock, intended solely to coordinate the swap. Calls are routed through our telephony provider and your real phone number is not shared. Either party can initiate a three-way conference call joining you, your match, and the DVSA's customer-service line so the DVSA agent can action the swap.

For dispute resolution, fraud prevention, training, quality assurance, and safety, in-app calls (including the three-way DVSA call) may be recorded by Fast Pass and/or our telephony provider. When both participants connect, an audio announcement notifies you that the call may be recorded; by remaining on the call after that announcement you consent to any such recording. If you do not consent, do not use the in-app calling feature; you may instead contact the DVSA separately, in which case the rest of these Swap Terms continue to apply.

You agree not to use the messaging or calling features for content that is unlawful, abusive, threatening, harassing, sexually explicit, discriminatory, or otherwise inappropriate, or that infringes another person's rights. We may suspend, restrict, or terminate access to the Swap Service if we reasonably believe it is being misused.

7. Performing and Confirming the Swap

The DVSA performs the swap, not Fast Pass. We cannot compel the DVSA to action it and cannot guarantee it will be completed. Both parties must remain on the line and provide the verification details the DVSA requests (e.g. booking reference, licence number, name, date of birth, address). The DVSA may refuse the swap for any reason, including: the candidate not being present, identity not being verifiable, either booking having changed since matching, the maximum number of changes already used, or any DVSA-side issue.

We cannot independently verify the booking details (test centre, date, time) that your match provides when listing their slot. It is your responsibility to verify the swap is correct during the DVSA phone call: when the DVSA agent reads back the slot you are about to receive, check that the test centre, date, and time match what you agreed in the app before instructing the DVSA to proceed. If anything does not match, do not confirm the swap with the DVSA, end the call, and contact [email protected].

After the DVSA has actioned the swap, both parties must confirm in the app. Once you confirm, your match fee is no longer refundable other than as required by law. The fee will be charged to your card when (i) both parties confirm; (ii) we reasonably assess the swap has completed but one or both parties have not confirmed within seven days of the original test date; or (iii) the canceller forfeits the fee under the Refund Policy.

8. Privacy and Safety

Your personal details, such as your email address, phone number, and home address are not shared with your match though the app. Sharing your first name is optional, only visible after both parties have paid, and may be un-shared at any time. Initials are visible by default. Do not share contact details in the in-app chat; there is no need to. If your match requests them, decline and report them to [email protected].

If your match is uncooperative, unresponsive, or behaves inappropriately, you can mute them or cancel the swap, and report them to us. We may, in our reasonable discretion, suspend or remove a user's access to the Swap Service. If you feel uncomfortable speaking to your match, we recommend having a trusted person with you.

During the three-way call with the DVSA, you will need to provide personal verification details (such as your name, address, date of birth, or licence number) so the DVSA can perform the swap. Because your match is also on the line, they may hear some of these details. This is unavoidable: the DVSA requires both candidates to be present and verified on the same call to action a swap. If you are unwilling to share a particular piece of information, you may ask the DVSA whether they will accept an alternative. If a personal-safety or privacy concern prevents you from completing the swap, contact [email protected] and we will cancel and refund any match fees paid in connection with that swap.

9. Cancellations

Either party may cancel an accepted swap before both have confirmed it complete; once both have confirmed, contact [email protected]. Cancellation is final and automatically refunds the other party where applicable; that automatic refund cannot be reversed. If you believe you are owed a refund (e.g. your match is uncooperative or the DVSA could not action the swap), do not cancel; contact [email protected] first to mediate. Financial consequences are set out in the Refund Policy below.

If you change or cancel your DVSA booking after matching, your swap will be marked incompatible and you will be deemed to have caused the cancellation; the same applies if your match changes theirs. Deleting your Fast Pass account during an active swap will cancel the swap, with refunds processed under the Refund Policy.

10. No Guarantee, Limitation of Liability

The Swap Service depends on other candidates wishing to swap. We do not guarantee a match will be available, that a request will be accepted, that the other party will pay, that the DVSA will be reachable or willing to action the swap, or that any swap will complete. The match fee pays for the matching and coordination service, not for a guaranteed test exchange.

To the fullest extent permitted by law, our total liability to you in connection with the Swap Service is limited to the match fees you have paid us in respect of the swap in question. We are not liable for the conduct of the other candidate, for the DVSA's decisions or actions, for missed tests resulting from a failed swap, or for any indirect, special, or consequential losses. Nothing in these Swap Terms limits liability that cannot be limited by law (including for death or personal injury caused by negligence, or for fraud).

11. Changes to these Swap Terms

We may update these Swap Terms from time to time. The version published at https://fastpassdrivingtests.uk/terms-conditions when you initiate or accept a swap is the version that applies to that swap.

Refund Policy: Swap Service

This Refund Policy explains what happens to your £19.99 match fee when a swap does not complete. Defined terms are as in the Swap Terms above. Refunds are processed via Stripe to your original payment method and typically appear within 3–5 business days.

A. Quick Reference

B. Rules

1. Pre-payment cancellations. No charge is made if you withdraw or decline a request, or cancel after acceptance but before any payment.

2. You paid; partner has not. The 72-hour timer runs from the moment your payment is confirmed. If you cancel after 72 hours and your partner has not paid, you will be fully refunded. If you cancel before 72 hours (other than because the partner has since paid), you will forfeit your match fee. The countdown is shown in the app.

3. Partner paid; you have not. Either party may cancel. Your partner is automatically and fully refunded; no charge to you.

4. Both paid; not yet confirmed. If either party cancels after both have paid, the canceller forfeits their match fee and the non-canceller is automatically and fully refunded. This automatic refund cannot be reversed. If you believe the cancellation is the other party's or the DVSA's fault, do not cancel; contact [email protected] first to mediate. If you cancel before contacting us, you give up your right to request a refund.

5. Mediated refunds. Where a swap cannot be completed for a reason that is not your fault, we will, at our reasonable discretion and on supporting evidence, refund your match fee. Reasons that ordinarily qualify include: (a) your partner is uncooperative, unresponsive, or behaves inappropriately; (b) your partner's booking is changed or cancelled, making the swap impossible or undesirable; (c) the DVSA could not action the swap for reasons unrelated to your conduct; or (d) a genuine personal-safety or privacy concern prevents you from completing the call (Section 8 above). Email [email protected] before cancelling in the app where possible.

6. Reasons that do not qualify for a refund. A refund will not be issued where the swap fails because of conduct or information for which you are responsible, including: the DVSA refusing because the candidate was not present on the call; you having already used your maximum DVSA changes or otherwise being ineligible (you are responsible for checking before matching); you having cancelled or changed your booking, or having provided incorrect booking details, without your match's agreement; you simply changing your mind or not attending the call; or you being abusive or otherwise in material breach of these Swap Terms.

7. Confirmed swaps. Once both parties have confirmed in the app, the match fee is charged and is not refundable through the app. If you believe a confirmation was made in error, contact [email protected] as soon as possible.

8. Account deletion or booking removal. Deleting your account or removing your booking during an active swap cancels the swap; any match fees paid are treated under paragraphs 2–4 as if you had cancelled.

9. Falsified or materially inaccurate details. Booking details (test centre, date, time) submitted by users when listing a slot cannot always be independently verified by Fast Pass. If a swap fails because the other party submitted falsified or materially inaccurate booking details, the affected party will be fully refunded their match fee and the falsifying party will forfeit theirs. The same applies if the other party falsifies their identity or eligibility (e.g. claims to be the candidate when they are not). Report any suspected falsification to [email protected] with any supporting information; we will investigate and apply this rule based on our reasonable assessment of the facts.

10. Admin cancellations. We may cancel a swap where we reasonably consider it necessary (e.g. suspected fraud, abuse, account deletion, mediation). Refunds are issued under the principles above and our reasonable assessment of the facts.

11. Statutory rights. Nothing in this Refund Policy affects statutory rights you have as a consumer that cannot be excluded by contract.

C. How to Request a Refund

Automatic refunds under the rules above require no action; they are processed when the swap is cancelled. For all other requests, email [email protected] from the email address registered to your Fast Pass account, including: the name on the account; the swap in question (your partner's initials and the date/time/centre); a brief explanation; and any supporting evidence. We aim to respond within five business days.