Customer service and refunds

Originally effective: 10 Oct 2022. Last updated: 28 Oct 2026.

1. How to reach us

DMV One Way is operated by LILIKOI, ul. Witelona 21, 51-617 Wrocław, Poland; NIP: 8981960458; REGON: 021527521. Use the contact form for account help, a complaint or a refund request. Choose the relevant topic and include the account email, an order reference if available, what happened and the remedy you request.

The form uses Cloudflare Turnstile to protect submissions against abuse. If it is inaccessible, unavailable or blocked by your browser, use the reveal email control or write to the postal address above. The form is preferred, not the only legally valid way to contact us. You do not need an active paid plan to make a complaint, exercise statutory rights or submit a privacy request.

Do not include passwords, login codes, full card numbers, card security codes or unnecessary identity documents. If evidence is needed, we will explain what is relevant and how to provide it with unrelated details removed. The initial form does not require an attachment.

2. Response and resolution

We review complaints and send a substantive response within 14 calendar days after receipt. We will explain the decision, the remedy offered and any genuinely necessary information still missing. A request for more information does not remove a statutory response deadline or the legal consequences of missing it. Where a different mandatory deadline applies, we follow it.

If a complaint is justified, the remedy depends on the issue and applicable law. It may include restoring access, correcting the selected entitlement, providing the promised service, reducing the price or refunding a payment. You may ask us to review a response by replying to the correspondence and explaining what you believe was overlooked.

3. Missing access, duplicate charges and wrong selections

If you were charged but cannot access your plan, tell us the account email, payment date, payment method and order reference if known. Do not purchase again solely because a payment is still processing. A pending bank authorisation is not always a completed charge.

Report an accidental duplicate purchase or wrong state/plan promptly. We will check the transaction and any use of the access, explain available correction or refund options, and preserve all statutory rights. Correcting an entitlement does not authorise us to charge a higher amount without your agreement.

4. Refund rights and change of mind

Paid plans are fixed-period, one-time access purchases with no automatic renewal. Ending your use or allowing access to expire does not create a new charge.

You retain any mandatory right to withdraw, cancel, disaffirm a minor's contract, or obtain a remedy for defective or undelivered service. We do not treat plan activation, visiting a page or accepting a privacy notice as an automatic waiver of those rights.

Where the applicable distance-contract law gives you a 14-day withdrawal right, you may exercise it within 14 calendar days from entering the agreement by sending a clear statement through the form, email or post. No special form is required. If the law provides a longer period because required information was not supplied, that longer period applies. Any lawful exception for digital content or services requires its actual statutory conditions to be met; these documents alone do not establish those conditions.

Suggested withdrawal statement: “I notify you that I withdraw from my agreement for plan/order, entered into on date. My account email is email. My name is name. Date: date.” Add a signature only for a paper notice.

Outside mandatory rights and the separate success guarantee, we do not promise an unconditional change-of-mind refund. You may still ask, and we will explain our decision. A refusal under a voluntary policy cannot override a right provided by law or the terms applicable when you purchased.

5. Success guarantee

If you selected and paid for the optional GUARANTEE with an eligible GOLD or PLATINUM purchase and fail your first official knowledge test after meeting the preparation conditions, you may qualify under the guarantee of success. The option costs USD 4 per package, plus any applicable tax, regardless of tier, duration or additional-state discount. An approved voluntary claim refunds the price actually paid for the covered access package and any refundable package tax; the separate guarantee fee and its associated tax are retained. Each extension or other purchase requires its own option. The guarantee document explains the study requirements, 21-day claim window, necessary evidence and eligible refund. Earlier purchases retain the guarantee terms offered when purchased.

The guarantee's preparation conditions apply only to that voluntary guarantee. They do not limit complaints about service quality, statutory withdrawal, a minor's rights or a payment-provider dispute.

6. Paying a refund

For an approved guarantee claim, we issue the refund within 14 calendar days after confirming eligibility. For a statutory withdrawal or other mandatory refund, the applicable legal deadline governs, including any deadline running from receipt of your notice rather than our approval.

We refund through the original payment method unless applicable law permits another method and you expressly agree to it without an additional fee. Bank and payment-provider processing time may affect when the credit appears. If the original method cannot receive the credit, we will arrange a lawful alternative with you.

We identify which purchase is refunded and any resulting access change. A full refund ends the access attributable to that purchase; it does not erase unrelated purchases or remove a statutory right. We will not refund the same payment twice. Your payment-provider complaint rights remain available.

7. Privacy and earlier purchases

Support messages and evidence are handled as described in the privacy policy. Use only the information necessary to explain your request and redact unrelated addresses, dates of birth, licence numbers and payment details in any later evidence.

The policy version applicable to your purchase continues to govern rights attached to that purchase, together with mandatory law. Revised policies do not retrospectively remove an existing guarantee or refund right.