Terms & Conditions
Aceway Driving School
These Terms & Conditions explain the conditions that apply when booking or purchasing driving lessons, training, packages and related services from Aceway Driving School. Please read the relevant sections carefully before making a booking or payment.
Call us Today: 07914578436
Email us : [email protected]
Learner Driver Terms & Conditions
Learner Drivers & Instructors Terms and Condition
We are a small Family Business Driving School based in Birmingham. We offer pupils the ability to purchase driving lessons with our self-employed, franchised driving instructors via both our website (www.aceway.co.uk) and through our Head Office Call Centre between 9am-6pm, 7 days per week.
Payments can be made using a debit or credit card. Personal data, and/or information about you, that you provide to Aceway Driving School and/or your instructor may be used in accordance with our Privacy Policy, which can be found here.
Customer Services Team Contact Details and Availability
Aceway Driving School’s Customer Services can be reached via phone, email, social media, or via our Contact Us Form using the following details:
Phone line: 07914578436
Email address: [email protected]
Facebook: @acewaydrivingschool
Instagram: @acewaydrivingschool
The team can be reached on the following times:
Monday: 9am-5pm
Tuesday: 9am-5pm
Wednesday: 9am-5pm
Thursday: 9am-3:30pm
Friday: 9am-5pm
Driving Lesson Terms & Conditions
By submitting your driving lesson enquiry and booking through the Aceway Driving School website or by booking lessons over the phone via our Head Office, you are agreeing that you understand and accept the Terms and Conditions related to the provision of driving lessons with your Aceway Driving School Driving Instructor.
Your driving instructor may also ask that you sign a copy of our Driving Lesson Terms & Conditions.
All pupils should be aware that all Aceway Driving School’s Instructors are self-employed franchisees of the company.
Aceway Driving School is not liable for any payments made by the pupil directly to the instructor, as these monies are not paid to Aceway Driving School.
1. Pupils must be aged 17 years or older to be able to take driving lessons in accordance with UK law.
2. Pupils must certify that they hold a valid driving licence to drive Aceway Driving School’s tuition vehicles. Pupils must inform their Instructor immediately if they receive any endorsements on their driving licence during the period they are receiving tuition.
3. Lesson Cancellations
Pupils must give their instructor at least 48 hours' notice if they wish to cancel or rearrange a driving lesson. Where less than 48 hours' notice is given, the lesson may be charged at the full lesson rate. Exceptions may be considered at Aceway Driving School's discretion in exceptional circumstances.
4. Pupils should make payment for each lesson of instruction to their instructor prior to the driving lesson(s) taking place.
5. Pupils should Understand us or our Instructors, Do not accept cheques.
6. Aceway Driving School and its Instructors reserve the right to change the hourly lesson rate at any time for new driving lesson bookings. Instructors should ensure that they provide reasonable prior notification to Pupils.
7. Pupils and their Instructors must pre-agree the duration of any driving lesson(s). If for any reason outside the Instructor’s control it is not possible to deliver the full duration of a driving lesson, any remaining time will be added to a later driving lesson. It is the responsibility of the Pupil to ensure that this is logged within the pupil handbook or through another written medium.
8. Instructors reserve the right to rearrange lessons at short notice in the event of mechanical breakdown or other difficulty outside their control.
9. Pupils must pass the DVSA eyesight check before starting their driving lessons. Instructors are required to cancel driving lessons should Pupils fail this assessment.
10. Instructors are at liberty to refuse to proceed with a driving lesson if he or she has reason to believe that a Pupil is in any way under the influence of drink or drugs.
11. Instructors will endeavour to teach their Pupils the correct driving skills according to the recommended syllabus issued by the DVSA within the minimum number of driving lessons required.
12. Pupils should be aware that their Instructor’s primary objective is to promote road safety and in doing so, they may be required to take control of the vehicle. Instructors will make every effort to instruct Pupils to the highest standard but can in no way be held liable for any errors that Pupils may make whilst driving unaccompanied by their Instructor, either before or after passing their driving test.
13. The Instructor will accept no liability for accidents, injury or damage to any Third Party caused by the Pupil’s recklessness or negligence during a lesson.
14. Practical Driving Tests
Pupils are responsible for booking and managing their own DVSA practical driving test. Before booking a test where they intend to use their instructor's vehicle, pupils should agree their readiness and the proposed test date and time with their instructor. Booking a test does not guarantee that the instructor or their vehicle will be available.
15. Use of Instructor's Vehicle for a Driving Test
Instructors reserve the right to withhold the use of their tuition vehicle for a practical driving test if, in their professional judgement, the pupil is not at a safe and suitable standard, or where the instructor or vehicle is unavailable.
16. Pupils must make a payment to their Aceway Driving School Instructor directly for use of their tuition vehicle and time spent travelling to and from the test centre for a driving test. Payment for sitting a practical driving test is paid directly to the DVSA, however this does not include the use of a tuition vehicle.
17. Complaints
Any complaints regarding an Aceway driving instructor will be handled in accordance with Aceway Driving School's complaints procedure and, where applicable, the ADI (Approved Driving Instructor) Code of Practice.
18. Photographs, Videos and Customer Reviews
With the pupil's consent, the instructor may take photographs or videos of the pupil following their driving test and may invite the pupil to leave a customer review. Review requests may be sent by SMS or email by the instructor, Aceway Driving School, or a third-party review platform such as Trustpilot.
19. Nothing in these Terms and Conditions will affect any statutory rights you may have as a consumer.
20. Additional Instructor Terms
Instructors may have additional reasonable terms and conditions relating to their driving lessons, provided these do not conflict with these Terms & Conditions or the pupil's statutory rights. Any additional terms must be clearly communicated to and agreed by the pupil before they apply.
21. Changes to These Terms & Conditions
Aceway Driving School reserves the right to update or amend these Terms & Conditions from time to time. Any revised Terms & Conditions will be published on the Aceway Driving School website and will take effect from the date they are published, unless otherwise stated. Changes will not affect any statutory rights you may have as a consumer.
Driving Lesson Payments to Aceway Driving School
Pupils are able to prepay for their initial driving lesson(s) through the Aceway Driving School Bookings Team or website.
Where Aceway Driving School facilitates payment for driving lessons to be provided by an instructor, the payment process operates as follows:
Payment is made by the pupil to Aceway Driving School.
The funds are held in a Pupil account.
Aceway Driving School notifies the instructor of the booking when it is processed.
The instructor confirms with Aceway Driving School that the booking has been arranged with the pupil.
The pupil's payment will be transferred to the instructor within 3–5 working days.
Gift Vouchers
Aceway Driving School Gift Vouchers are applicable for a set number of driving lessons with their allocated instructor, and thus cannot be redeemed for cash. Gift Vouchers can only be purchased via the Head Office Phone Number.
Terms & Conditions
1. A refund cannot be offered for any outstanding balances by Aceway Driving School.
2. Aceway Driving School Gift Vouchers are to be paid for in entirety and redeemed from the individual instructor allocated to them.
3. Aceway Driving School Gift Vouchers cannot be transferred to another Aceway Driving School Instructor (but can be passed on to a purchaser’s friend or family member if the instructor is able to accommodate them).
4. The expiry date for Aceway Driving Gift Vouchers is determined by Aceway Driving School and noted upon the vouchers themselves.
Complaints
If you wish to make a complaint, please contact the Aceway Driving School Customer Services via email, or through one of the other channels listed above.
If you are a Aceway Driving School pupil, you will first need to provide us with the postcode or phone number given at the time of your initial booking, so the team are able to locate your record on our systems.
If you have never booked your lessons via Aceway Driving School and have only ever made payments directly to your driving instructor, then the team will require further details regarding your lessons and driving instructor.
If you are not an Aceway Driving School pupil but wish to raise a complaint about one of our instructors, the team will ask you for some information, such as the car registration plate number, to help us identify the instructor in question. The details and nature of all complaints are noted and raised internally for review. If the complaint requires further investigation, the team will aim to get back in touch with you with an update or outcome within 7 days.
Should you not be satisfied with the proposed resolution given to you by the Aceway Driving School Customer Services, we will provide you with the contact details for the relevant external body for you to escalate your complaint to if appropriate.
Sexual Harassment or Inappropriate Behaviour
We have a duty of care to all our employees, franchisees and pupils to ensure they are able to work and learn in a safe, comfortable environment, free from inappropriate behaviour including harassment, or any verbal or physical misconduct. Our commitment to providing a safe environment, particularly in relation to pupils taking lessons with our franchisees is underpinned by our rigidly enforced processes as follows:
1. All of our franchisees are subject to a police DBS check to ensure they have no criminal convictions before they are able to become a Aceway Driving School franchisee.
2. All franchisees are required to declare to Aceway Driving School immediately any new or pending criminal or driving convictions. Failure to do so could result in immediate termination of their franchise agreement with Aceway Driving School.
3. All franchisees are required to declare to Aceway Driving School immediately if they become aware that they are the subject of any allegations which could be interpreted as sexual harassment or inappropriate behaviour. This includes any allegations made against the franchisee when not on driving lesson duties. Failure to do so could result in the immediate termination of their franchise agreement with Aceway Driving School.
4. The complainant should be advised that they should report the matter to the DVSA and the police. Aceway Driving School will cooperate with the DVSA and the Police in their investigation.
5. Should the complaint be upheld by the Police or the DVSA, the franchise agreement will be terminated with immediate effect, and the outcome shared with the Police or the DVSA as appropriate.
6. Where a complaint is upheld, the relevant franchisee will be required to disclose to Aceway Driving School the names and contact details of all of their current pupils in order that they can be contacted by Aceway Driving School to make them aware that the franchisee no longer represents or is affiliated with Aceway Driving School.
Refunds
Refunds may be issued if you have made a payment for driving lessons with Aceway Driving School and no longer wish to continue or if your instructor is unable to continue teaching you and there are outstanding lessons that you have paid for.
Refunds are processed differently for payments made via the Aceway Driving School Bookings Team and for payments made directly to our self-employed franchised driving instructors.
Payments made via Aceway Driving School Website
If you purchase driving lessons through the Aceway Driving School Bookings website, your contact details will be sent on to your local driving instructor who will be in touch with you directly to schedule your driving lessons.
Payments made via this method are thereafter transferred to your driving instructor from Aceway Driving School once your instructor has verified that they have both received the booking details and that your lesson(s) have been booked in with you. If your instructor has not verified the lesson(s) that you are wanting to be refunded, Aceway Driving School will advise you of this and process your refund when you first contact us with your request, as the money will not have been transferred to your driving instructor. The refunded amount should be returned to you within 3-5 working days to the same card that you originally paid with.
If your instructor has verified the lesson(s) that you are wanting to be refunded, or if some lessons from a block booking originally paid to Aceway Driving School are outstanding, the Aceway Driving School Customer Services Team will advise you that we will first need to retrieve these sums, as the money will have already been transferred to your driving instructor.
Please note that if you cancel your block-booking payment part way through, your instructor is entitled to charge their full hourly rate for the lessons that have gone ahead. As the discounted lessons are based on purchasing a larger number of lessons, your refunded amount may be lowered to reflect this.
The Aceway Driving School Customer Services Team will request that you provide any evidence that shows the lesson(s) in question have not taken place. This could take the form of screenshots of correspondence between you and your instructor. At the same time, the team will contact your driving instructor to confirm that a refund is due.
Upon receipt of your evidence, and/or your driving instructor confirming that a refund is due, your refund will be processed within 3-5 working days of Aceway Driving School having retrieved the funds from your driving instructor. We will aim to reclaim these funds as soon as possible, keep you updated if there are any delays, and advise you once the refund has been received and is on its way back to you.
In the event of a dispute, the team would request that your instructor provide evidence that the lesson(s) had taken place. If no evidence can be provided within 7 days, we will look to issue a refund on their behalf.
Payments Made Directly to Your Driving Instructor
For driving lessons purchased through your instructor, it is important to note that as all our driving instructors are self-employed franchisees, any payments made directly to them will have been retained by them personally and not transferred to Aceway Driving School.
Where a pupil chooses to pay a driving instructor directly rather than paying Aceway Driving School through our official payment system, the payment is made directly to that instructor. Pupils should always request confirmation or a receipt for any payment made.
Aceway Driving School cannot process refunds for money it has not received. Any request for a refund of money paid directly to an instructor must first be raised with that instructor. Aceway may assist with communication or complaints where appropriate.
While we cannot accept any responsibility for any payments you make directly to your instructor, we will do our utmost to assist you as required. As a first port of call, you should contact your driving instructor directly with your refund request, as they should be able to personally refund you.
If your instructor does not return your contact for any reason, or if a dispute or delay arises, please do let the Aceway Driving School Customer Services Team know. We will aim to contact your instructor to request that they either arrange a refund as soon as possible or provide you with the reasoning as to why they feel a refund is not due.
If this does not resolve the issue, please get back in contact with the Aceway Driving School Customer Services Team and we will look to escalate your refund request at the earliest opportunity.
Reallocations
In the event that you wish to switch to a different driving instructor, the Aceway Driving School Customer Services Team will endeavour to arrange this for you, provided we can accommodate your preferred transmission and location.
If the instructor we have allocated you upon initial booking via Aceway Driving School cannot take you on, we will send your details on to another local instructor on your behalf.
If the other local instructors offer a different rate to what was originally purchased, we will get in touch with you to discuss the options available. In the event you do not wish to switch your booking to a different rate, we will be able to issue a full refund.
If you are looking to switch instructors part way through a block booking purchased directly via Aceway Driving School, your original instructor must first issue a refund for any outstanding lesson(s).
The Aceway Driving School Customer Services Team will request that you provide any evidence that shows the lesson(s) in question have not taken place, such as screenshots of correspondence between you and your instructor.
At the same time, the team will contact your driving instructor to confirm that a refund is due.
Upon receipt of your evidence, and/or your driving instructor confirming that a refund is due, we will aim to retrieve these funds as soon as possible and allocate them towards future lessons with your new instructor.
The team will get back in touch with you to discuss the reallocation options available to you, or to advise that a refund is on its way back to you if no other instructors are available.
Should you wish to change instructors after the lessons purchased with your initial booking have gone ahead, please note that any payments made to your original instructor directly cannot be transferred. We will still endeavour to find a new instructor to continue lessons, but you will be required to pay for the first lesson(s) with them upfront. Provided you did originally book through Aceway Driving School, the booking fee would not be charged.
Please note that if you cancel a block booking payment part way through, your instructor is entitled to charge their full hourly rate for the lessons that have gone ahead.
This may result in the refund amount being lower than expected. If your driving instructor has left Aceway Driving School, we will have requested that they send us a list of current pupils who will be needing a new instructor to take over for their lessons.
We also ask that the departing instructor make us aware of any driving tests these pupils may have booked. Once the Customer Services Team receive this list, we will contact each pupil, prioritising those with tests, to advise on the instructors available.
Aceway Driving School cannot guarantee the ability to find a new instructor for a pupil under any circumstance.
Test Covers
Pupils are responsible for booking and managing their own DVSA practical driving test. Under current DVSA rules, a driving instructor or another person must not book or manage a car driving test on behalf of the learner.
Aceway Driving School and its instructors can provide guidance on how to book a practical driving test correctly and, where appropriate, provide the instructor's reference number for use when searching for test availability.
Booking a driving test does not guarantee that an Aceway instructor or vehicle will be available on the selected date and time. Pupils must check and agree the test date and time with their instructor before confirming their test booking.
Aceway Driving School and its instructors reserve the right to refuse use of an instructor's vehicle for a practical driving test where the instructor considers the pupil not to be at a safe and suitable standard for the test, or where the vehicle or instructor is unavailable.
Where a pupil books or changes a test without first agreeing the date and time with their instructor, Aceway cannot guarantee instructor or vehicle availability.
Test covers enable existing Aceway Driving School pupils to find an alternative driving instructor to take them for their driving test if their original instructor cannot take them.
Aceway Driving School reserves the right to refuse searching for test cover if the pupil’s original instructor informs us that the pupil is not safe on the roads or that proceeding with the test could be dangerous in any way. Your instructor has the right to refuse taking you for your test if you have booked your test without speaking to them or without passing their mock test.
However, nobody can stop you from taking your own car for the test if it meets the test requirement. Remember your instructor car is their tools and their livelihood and income depend on their car. So, if they think you are not driving their car safely or you have any chance of having an accident in your test, or for any reason they cannot trust your driving to go on the test with their car or if they think by letting you go for the test they are putting their car, other road users and examiner in danger, they have a duty of care to refuse lending their car to you for the test, no matter how many lessons you had.
In all cases, we will ask for your driving test details and thereafter contact potential instructors, providing them with this information. If an alternative instructor is found who can accommodate your driving test, the Customer Service team will pass along your given contact details to them, so they are able to make arrangements with you directly.
The Customer Services team will also advise you that they have done this.
Aceway Driving School cannot guarantee the ability to find test cover under any circumstance. We are also unable to offer compensation for test fees paid, as payment is made to the DVSA and not Aceway Driving School or your Instructor.
Important – DVSA Practical Test Bookings
Learner drivers are responsible for booking, paying for and managing their own DVSA car practical driving test. Under current DVSA rules, driving instructors and third parties cannot book or manage a car driving test on behalf of the learner. Aceway Driving School and its instructors can guide pupils on how to book their test and provide the instructor reference number where appropriate.
Before booking or changing a practical test, pupils must agree the proposed date and time with their instructor. Booking a test does not guarantee that an Aceway instructor or vehicle will be available.
Learner Triple Guarantee Terms
About our TRIPLE GUARANTEE!
We offer a TRIPLE GUARANTEE
Guarantee number 1
First Lesson Satisfaction Guarantee
Now that you want to end the lesson. In that case you will be fully refunded! No question asked! But, if you have booked more than 1 hour for your session, and your session went pass the first hour, now you have automatically accepted to pay the full price for your full session.
So, please remember, if you don’t like anything, please let your instructor know before your first hour ends, so they can drop you off and give you a full refund. If you don’t ask them to terminate the lesson before the first hour, even if only 5 minutes has passed from the first hour, then you are liable to pay the full price for the whole lesson to your instructor.
So, Eligibility
1. This guarantee applies only to your first lesson booked with us.
2. You must book and pay in advance for a 2-hour session to qualify.
Cancellation for Refund
1. If you are dissatisfied after the first hour, you must inform the instructor immediately.
2. You must ask the instructor to cancel the remaining hour and arrange for you to be dropped off before the second hour of teaching begins.
3. You must then notify us to request the refund. Refund Policy
1. Upon receiving your request, we will instruct the instructor to refund you in full for the entire 2-hour booking.
2. Refunds will be processed without any questions or disputes Exclusion
1. If the second hour of the booked session begins—even in part—the entire 2-hour lesson will be considered delivered and fully chargeable.
2. This condition is in place to prevent misuse of the guarantee.
Guarantee number 2
If you don't pass your first practical driving test, Aceway will pay the DVSA fee for your second practical driving test, subject to the eligibility conditions below.
To qualify for this guarantee, you must have agreed with your instructor that you were ready to book and take your first practical driving test. You must book and manage your own DVSA practical driving test in accordance with current DVSA rules.
You must also have passed an Aceway mock driving test before your first practical driving test and have evidence from your instructor confirming the mock test pass.
Without evidence of a passed mock test from your instructor, you will not qualify for this guarantee.
The guarantee covers the DVSA practical driving test fee for your second attempt only. Any driving lessons, test-day lesson time, use of an instructor's vehicle or other associated costs are not included unless expressly agreed separately.
Guarantee number 3
Free Refresher Driving Lesson Within 12 Months of Passing Your Driving Test
Aceway Driving School offers former pupils a free one-hour refresher driving lesson within 12 months of passing their practical driving test.
This is particularly useful for pupils who do not start driving regularly or do not get their own car immediately after passing. The refresher lesson is designed to help you get back behind the wheel and rebuild your confidence.
To qualify, you must have been an Aceway Driving School pupil and claim your free refresher lesson within 12 months of the date you passed your practical driving test.
If more than 12 months have passed since you passed your driving test, the free refresher lesson can no longer be claimed and any refresher training must be booked and paid for at the normal applicable rate.
Instructor Training Triple Guarantee Terms
Becoming a driving instructor is a serious investment of your time and money. We believe a professional training provider should be prepared to stand behind the training and support it provides.
That's why eligible trainees accepted onto our full instructor training programme are protected by our Triple Guarantee.
GUARANTEE 1
QUALIFY OR YOUR MONEY BACK
Complete your agreed training programme and successfully pass our required mock assessment. If you then require additional training following an unsuccessful DVSA attempt, we'll provide the agreed additional training at no extra training cost. If you still don't successfully qualify under the conditions of our guarantee, we'll refund your eligible course fee. You must pass your trainer mock test to qualify for this.
GUARANTEE 2
A POSITION WITH ACEWAY
Once we've accepted you onto our instructor training programme, we'll guarantee you the opportunity to join Aceway Driving School when you successfully qualify, subject to meeting our professional and franchise standards.
GUARANTEE 3
PUPIL SUPPORT + NO CONTRACT
Build your career without being tied down.
Once qualified, we'll support you with pupil opportunities to help build a busy diary.
And with Aceway, there is no franchise contract tying you in.
Stay because you want to — not because you have to.
Full eligibility, working requirements and guarantee terms apply. See the conditions below before enrolling.
How the Aceway Triple Guarantee Works?
Our guarantees are designed to give committed trainees greater confidence when investing in their new career. In return, we expect you to complete the agreed training, follow the training plan and meet the conditions relevant to each guarantee.
Guarantee 1 — Qualification Guarantee
To qualify for this guarantee, you must:
• Complete the full agreed Aceway Instructor Training programme.
• Attend and participate in the required training.
• Complete any agreed practice or development between sessions.
• Reach the required standard in Aceway's mock assessment before attempting the relevant DVSA test.
• Follow the training and development plan agreed with your trainer.
If you meet these requirements but are unsuccessful at the relevant DVSA stage, Aceway will provide the additional training covered by the guarantee. If you remain unsuccessful after completing the guarantee process, the applicable course-fee refund will apply in accordance with our full terms.
Guarantee 2 — Guaranteed Position With Aceway
Once accepted onto our full training programme, we guarantee you the opportunity to join Aceway after successfully qualifying, provided you continue to meet our professional standards.
This includes being reliable, professional, customer-focused and operating in accordance with Aceway's service and brand standards.
Guarantee 3 — Pupil Support & Freedom Without a Contract
PUPIL SUPPORT WITHOUT BEING TRAPPED
Our support doesn't stop when you qualify.
Once you join Aceway, we'll actively support you with pupil opportunities to help you build and maintain a busy teaching diary.
For instructors choosing to work a minimum of 40 hours per week, a well-filled diary at current lesson rates provides the potential to generate £40,000+ annual turnover.
However, pupil demand can naturally fluctuate due to seasonality, local demand, competition and other market conditions. We don't believe you should be financially trapped if circumstances change.
That's why Aceway has NO franchise contract.
You're free to leave Aceway and work independently or join another driving school if we're unable to provide the level of pupil opportunities you're looking for.
Where appropriate, we'll even help you identify or recommend another driving school or opportunity so you can continue building your career.
We want you to stay with Aceway because you're happy with the pupils, support and value you receive — not because a contract forces you to stay.
£40,000+ refers to potential business turnover rather than guaranteed take-home income. Actual turnover and profit depend on factors including hours filled, availability, cancellations, lesson rates and business expenses.
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SERVICES
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TRIPLE GUARANTEE
We offer a TRIPLE GUARANTEE
1. First Lesson Satisfaction Guarantee
If you decide not to continue after the first hour of your initial 2-hour lesson, the guarantee applies subject to our full terms.
2. Second Test Paid
If you don't pass your first driving test, Aceway will pay for your second test when the eligibility requirements are met.
3. Free Refresher Lesson
Receive a free 1-hour refresher lesson within 12 months of passing, subject to our Triple Guarantee terms.
Aceway Driving School Birmingham
📍 Aceway Driving School – Edgbaston, Birmingham, UK
🕒 Opening Hours:
Mon–Fri: 9:30AM–8PM
Sat–Sun: 10:30AM–1PM
📧 Email: [email protected]
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