Terms and Conditions (Customer Care Charter)

Introduction

Introduction
The following terms and conditions represent the basis upon which driving and courses are offered to you by your Sally's School of Motoring Instructor. Please note the contract for service is between yourself and the Instructor. Each instructor operates his or her own business under franchise from Sally's School of Motoring and has agreed to be bound by the following terms and conditions.Sally's School of Motoring is a separate entity which has been authorised to act as a booking agent for the instructor/ franchisee. (Please note that all major driving schools in the UK operate in this way with self-employed franchised instructors.)

1 General Conduct

All SSoM instructors are bound by a professional code of conduct. Your SSoM instructor will be courteous, polite, tidy and punctual. He or she will also conduct themselves in a professional and ethical manner at all times. Your SSoM instructor's car will be well maintained, clean and tidy. All cars used by SSoM instructors are fitted with dual controls as part of their standard equipment. The cars are fully insured for driving tuition. SSoM instructors comply with non-smoking regulations nor will they use your lesson time for any other form of business, personal or otherwise.

2 Qualifications

Your SSoM instructor will be licenced by the Driving Standards Agency (DSA) to give driving tuition. He or she will be up to date with the latest teaching techniques.

3 Eyesight and Driving Licence

Your licence must be produced on the first lesson; it must either be a valid provisional or full licence (depending on the level of instruction you are receiving). The driver must also be able to read a number plate at a distance of 20.5 metres (67 feet, which is about 5 car lengths) with glasses or contact lenses if normally worn.

4 Payments

Please note that deposits of 50% are required to book intensive driving courses and must be paid at least two weeks prior to starting the course. Block bookings must be paid in advance or cash on the day of the first lesson. Weekly lessons can be paid for on the day of the lesson.
Please note deposits for intensive driving courses will not be refunded if you decide to cancel the course within 2 weeks of its start date once it is booked with your instructor (see section 6 below). The remaining balance is payable in cash to the instructor at the start of the course or by cheque at least 10 working days before commencement of the course. Using Paypal, debit or credit cards may be used for payment 5 days before the start of the course. Any cancellations at the start or part way through the course will mean the full course fee is forfeited. Test bookings require 1 week's cancellation for any refund to take place. All refunds will incur a 5% handling charge. All agreements are made with your SSoM instructor, and are legal and binding. This does not in any way affect your statutory rights to be provided with the services you have bought (please see term 11)

Please note that a full refund will be given if your SSoM instructor is unable to meet your requirements, as booked

5 Customer Care Payment Scheme

Pay Pal, Mastercard, Visa etc

6 Lesson Cancellations

If you wish to cancel any of your lessons (intensives not included), please note that a minimum of 48 hours notice is required. Failure to do so will incur a penalty (i.e. that lesson fee will be forfeited, unless your SSoM instructor can get replacement work).
Your SSoM Instructor reserves the right to cancel your lessons if they feel that the road and weather conditions are dangerous or unsuitable, or that they have a Driving Test Booked, this being the case then your SSoM Instructor will re-arrange your lesson.

7 The Driving Test

a)Bookings.

Your Driving Test can be booked, either by your SSoM Instructor or by yourself. You must make sure that your instructor is happy with your test booking date as he or she will know if the date and time are convenient for all parties concerned. (i.e. you may book a test and your instructor may have someone else on test at that time)

b) Use of the vehicle.
Your instructor reserves the right to withhold the use of the car for the test, if in their opinion your driving is either dangerous or potentially dangerous. This is done in the interest of customer and public safety.

c) Test Cancellation
This school requires one weeks notice of cancellation for any test that has been booked through us for a refund to take place. The refund will be subject to a 5% handling charge. Failure to do so will result in the loss of your booking fee.
If the DSA cancel your test, through whatever reason, your SSoM instructor will endeavour to re-book your test at the earliest date available. If this is not satisfactory, then your SSoM instructor will help you to reclaim any expenses that occur, from the DSA.

8 Punctuality
It is in your own interests to be punctual for your lessons, your instructor will wait for a maximum of 15 minutes before the lesson will be abandoned and the lesson fee forfeited. If your SSoM instructor is late, due to unforeseen circumstances, then you should also wait a maximum of 15 minutes. Your SSoM instructor will either add on at the end of the lesson, any time that is owing to you. If this is not possible he or she will add it onto another lesson, or rebook the lesson at a convenient time.

9 Learner Comfort and Safety
It is in your own interest to be comfortable, both with your footwear and clothing. You do not want to wear anything that will restrict your movement in any way.
You must also tell your SSoM instructor if you are taking any medication, which may affect your ability to drive safely.
Please note that anyone who has the smell of alcohol on their breath will not be allowed to drive, and the money for that lesson will be forfeited.

10 Complaints
If you have a problem, please try and sort it out with your SSoM instructor straight away. However, please do not let the problem linger, contact SSoM on (01823 444996 )
If you booked your lessons with your SSoM instructor you will need to put your complaint in writing to Company Director, Sally's School of Motoring Limited,Registered Office Gabrieli, The Studio, Greenway Lane, Lower Henlade Taunton Somerset TA3 5NA

11 Your Statutory Rights
Nothing in these terms and conditions will reduce your statutory rights relating to the services provided. SSoM instructors have a statutory obligation to provide you with a good service. If you have any doubts about your statutory rights please contact your Local Trading Standards Department or Citizen's Advice Bureau.