We understand that situations arise when a change to lesson day or time maybe required due to issues at work, sickness etc. However the instructors have a large number of pupils with varying degrees of flexibility and their own family commitments to plan around too.
Whilst each instructor will strive to accommodate changes and move pupils around, it is not as easy as it may seem.
It is often time consuming and disruptive, both to the instructor’s private family time, the other pupils being asked to change their lesson. Additionally it can impact the pupil on a lesson at the time the short notice request is received.
Therefore we ask that as soon as you become aware of a problem, which may result in you, requiring a change of lesson day/time (within a Monday to Sunday week cycle) you contact the instructor at the earliest opportunity so as they can do their best to accommodate this change.
However despite their best efforts it sometimes impossible to re arrange lesson changes at short notice, so a strict cancelation policy will be followed.
To secure a place in the instructor’s diary we require a £50 deposit, mobile number, picture of the pupil’s licence and an e mail address. (The individual instructor will send the bank details) Once we have received this the instructor will confirm the start date.
The deposit is part payment towards the first lesson or block booking.
All lesson monies thereafter are to be paid online and directly to the instructor 7 days in advance of the lesson unless agreed otherwise.
If we can start your lessons sooner, we will be in touch.
Should you change your mind about starting lessons with us then the deposit is refundable* if cancelled with more than 7 days of the agreed start date.
The instructors all work very hard to undertake lessons and manage their diaries within office hours.
Due to the nature of the profession there are many times that they have to undertake additional work outside these hours and so a small amount of additional administration is to be expected.
Providing a great Customer experience is important to us, but we need your co operation and understanding so as all instructors and customers have a good work/life balance and get quality family time to rest & relax.
We don’t want to be impacting your family time either so we will endeavour to only send messages between 8am and 6pm.
To ensure this policy can be adhered to and we maintain our exceptional levels of customer service and support, we need your help and co operation.
All cancellations must be made and rearranged within contactable hours.
These hours are 9am to 6pm Monday to Sunday. If you message outside these hours then the 48 hour criteria will not have been met.
|Lesson Day Booked|
Last day to Cancel by 6pm
In the event that pre-pay deals are not completed before you pass the practical test with us, any used training time will be re-calculated at the normal lesson rate and the remainder refunded accordingly.
Practical test – hire of the driving school car for use during the practical test will be charged at the normal lesson rate.
Your Driving Instructor reserves the right to withhold the use of the driving school car for practical test, if in their opinion the chances of passing the test are unrealistic.
Practical test cancellation – In the event of the driving school car being unavailable on the day of the practical test for reasons of illness to your driving instructor, or for reasons of mechanical failure, test fees incurred by you will be refunded in full.
In the event of the practical test being cancelled by the driving standards agency, it is normal practice for the test fee to be refunded by them, however lessons booked on the day will be subject to the 48 hrs late notice cancellation and will require payment. (Some of these fees can normally be claimed back from the D.V.S.A).
Complaints procedures please inform the office of any complaints that you may have and we will endeavour to address the situation. In the event that you are not satisfied, you may then make reference to the registrar of approved driving instructors who will consider the matter and advise accordingly.
*£50 deposit will be refunded minus £5, as we will be adding you to all our systems (such as Theory Test Pro etc) and then there is the admin involved in taking you off all they systems & processing the refunds. We have very few people who do change their mind but I’m sure you understand that DSW can’t give online learning tools that are paid for, away for free. We trust that most people who go on the waiting list will start their lessons and getting your theory work started/completed before starting to drive puts you at a great advantage.