Terms of Service (Customer Care Charter)

Introduction

The following Terms and Conditions form the basis upon which Mo's Driving Academy ("MDA", "I", "me", "my") provides driving tuition services to you ("the student", "you", "your").

By booking and attending lessons, you agree to these Terms and Conditions.

General Conduct

I will be courteous, professional, punctual and respectful at all times.

My training vehicles will be maintained to a high standard and kept clean and tidy (weather permitting). All tuition vehicles are fitted with dual controls and are fully insured for driving tuition purposes.

I will not smoke or vape in the vehicle at any time and will not use your lesson time for personal business without your express permission.

Qualifications

I am legally authorised by the Driver and Vehicle Standards Agency (DVSA) to provide driving tuition within the United Kingdom.

I am committed to providing professional, student-centred driving tuition tailored to your individual needs and learning style.

Driving Licence & Eyesight

You must hold a current and valid UK driving licence (provisional or full) and produce it before or at your first lesson if requested.

You must be able to read a vehicle registration plate from a distance of 20 metres, with glasses or contact lenses if normally worn.

If corrective lenses are required to meet this standard, they must be worn during every driving lesson.

Safety, Comfort & Wellbeing

Safety is a shared responsibility.

You should wear suitable clothing and footwear that allows you to operate the vehicle safely and comfortably.

You are expected to give your full attention to the driving task at all times. If you feel uncomfortable, anxious, unwell or distracted during a lesson, please inform me immediately.

In emergency situations, I may take control of the steering wheel or use the dual controls where necessary to maintain safety.

If this occurs, I will explain my actions as soon as it is safe to do so.

I will always aim to remain calm, professional and supportive and will never use abusive, derogatory or inappropriate language.

Medical Conditions & Medication

You must inform me of any medical condition, injury, illness or medication that could affect your ability to drive safely.

If I believe your ability to drive safely is impaired due to illness, tiredness, medication, emotional distress or any other factor, I reserve the right to terminate the lesson or modify the planned activity.

Driving Under the Influence

For the safety of all road users, I reserve the right to refuse or terminate a lesson if I believe you are under the influence of:

• Alcohol

• Illegal drugs

• Legal highs

• Medication affecting your ability to drive safely

If a lesson is terminated for this reason, the full lesson fee will be payable and no refund will be given.

Mobile Phones

Mobile phones should be switched to silent mode during lessons unless being used as part of a driving-related activity approved by the instructor.

Any use of a mobile phone while driving must comply with current UK road traffic legislation.

Lesson Cancellations, Postponements & Non-Attendance

A minimum of 24 hours' notice is required to cancel or rearrange a lesson.

Lessons cancelled with less than 24 hours' notice may be charged at the full lesson rate.

If you fail to attend a scheduled lesson, I will normally wait up to 15 minutes before the lesson is abandoned.

In such cases, the lesson fee will be forfeited or become payable.

I reserve the right to postpone lessons where weather, road conditions or vehicle issues make it unsafe or impractical to proceed.

I cannot be held responsible for any costs incurred due to lessons being postponed or cancelled for reasons beyond my control.

Instructor Cancellations

While every effort will be made to honour all lesson bookings, there may be occasions when lessons need to be postponed or cancelled due to circumstances beyond the instructor's control.

Examples may include:

• Illness or injury

• Vehicle breakdown

• Vehicle accident or damage

• Severe weather conditions

• Family emergency

• Other unforeseen circumstances

Where possible, you will be given as much notice as reasonably practicable.

Any lessons cancelled by the instructor will be rearranged at a mutually convenient time. If a lesson cannot be rearranged, any prepaid lesson fees relating to that lesson will be refunded or credited towards future lessons.

Mo's Driving Academy cannot accept liability for any consequential losses, costs, expenses, missed appointments or inconvenience resulting from lesson cancellations or postponements beyond the instructor's reasonable control.

Payments

All lessons and lesson packages must be paid for in advance unless otherwise agreed.

Where lessons are purchased as part of a discounted bulk package, any refund requested before all lessons have been completed will be calculated using the standard lesson rate applicable at the time of purchase.

The discounted package rate will no longer apply to lessons already taken.

Any remaining balance will then be refunded.

Mo's Driving Academy reserves the right to amend lesson prices at any time. Any prepaid lessons or lesson packages will be honoured at the agreed purchase price.

Intensive Course Deposits

A deposit may be required to secure an intensive driving course booking.

The deposit covers administration, practical test booking services, course planning and the reservation of training dates.

Once a practical driving test has been secured and course arrangements have been confirmed, the deposit becomes non-refundable.

The remaining course balance must be paid in full before practical driver training commences.

Driving Test Bookings

Driving tests may be booked by you or by Mo's Driving Academy on your behalf.

Driving tests take priority over standard lesson bookings. As a result, lesson times may occasionally need to be rearranged to accommodate test appointments.

Where possible, adequate notice will be given.

If you book your own driving test, you must notify me as soon as possible to ensure vehicle and instructor availability.

I cannot guarantee availability if insufficient notice is provided.

Use of the Training Vehicle for Driving Tests

In the interests of public safety, I reserve the right to withhold the use of the training vehicle for a driving test if, in my professional opinion, your driving standard is unsafe or likely to result in a dangerous situation.

Any such decision will be explained fully and made in the interests of your safety and that of other road users.

Driving Test Cancellations

The DVSA requires a minimum of three clear working days' notice to cancel or rearrange a practical driving test without losing the test fee.

Failure to provide the required notice may result in the loss of your DVSA test fee.

I cannot accept responsibility for cancellations, postponements or delays caused by the DVSA.

However, I will do my best to assist in arranging an alternative test appointment where possible.

Complaints Procedure

If you have a complaint regarding any aspect of the service provided, please raise it with me as soon as possible so that I have the opportunity to investigate and resolve the matter fairly and promptly.

I am committed to maintaining high professional standards and welcome constructive feedback.

Your Statutory Rights

Nothing contained within these Terms and Conditions affects your statutory rights.

I have a legal obligation to provide services that are carried out with reasonable care and skill, fit for purpose and as described.

For advice regarding your statutory rights, please contact Citizens Advice or your local Trading Standards Service.

Contact Details

MDA - Mo’s Driving Academy today to check availability and book your driving lessons

📱 Call or WhatsApp: 07454 728272

📝 Contact form – we will get back to you as soon as possible.

🚗 MDA - Mo’s Driving Academy – helping learners drive with confidence.