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Aceway Driving School Terms & Conditions
Learner Drivers & Instructors Terms and Condition
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: info@aceway.co.uk
Facebook: Aceway1
Instagram: @Aceway_Driving_school
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. Pupils must provide their instructors with a minimum of 24 hours’ notice to cancel a driving lesson. Should the Pupil fail to give the instructor adequate notice, then the Pupil is liable to pay the full driving lesson fee.
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. Driving tests may only be arranged with the prior agreement of both the Instructor and the Pupil.
15. Instructors reserve the full right to withhold the use of their tuition vehicle for a driving test.
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. Any complaints are to be dealt with in accordance with the ADI (Approved Driving Instructor) Code of Practice.
18. If the Pupil consents, the Instructor may take photographs / videos of the Pupil after their Driving Test and request a Customer Review. The Pupil will receive the review request via SMS or email sent by either the Instructor, Aceway Driving School, or Third-Party Review companies such as TrustPilot.
19. Nothing in these Terms and Conditions will affect any statutory rights you may have as a consumer.
20. Instructors may set their own additional driving lesson terms and conditions for their Pupils, beyond those stated here. These will only be valid should the pupil physically sign an agreement to them.
21. Aceway Driving School reserves the right to change and amend these Terms and Conditions at any time without prior notice. In the event that any changes are made, the revised Terms and Conditions shall be posted on www.aceway.co.uk
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. Aceway Driving School are not contracting with the pupil directly but are simply facilitating payment for services to be provided to the pupil by the Instructor. The payment facilitation process operates as follows:
1. Payment is made by a Pupil to Aceway Driving School
2. Funds are held in a ‘Pupil’ account
3. Aceway Driving School notifies the Instructor of the booking at the time it is processed.
4. The Instructor confirms with Aceway Driving School that the booking has been arranged with the pupil.
5. Pupil payments 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.
5. Due to Covid-19, subject to review, we are allowing 3-month extensions to voucher expiry dates for those who reach out to the Aceway Driving School head office team.
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
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.
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
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.
Pupils should always look to book their driving tests after checking with their instructor first that they are available, however we also understand that requiring a test cover is sometimes unavoidable due to unforeseen circumstances.
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.
Triple Guarantee Terms
TRIPLE GUARANTEE
We offer a TRIPLE GUARANTEE
1 - When you book your first lesson with us, if you decide you don't wish to proceed after the first hour, you should let your instructor know 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.
2 - If you don't pass first time, your second test will be paid for!
To qualify for this, you must only book your test after you reached an agreement with your instructor to book your test, and you must have a mock test pass proof from your instructor to show that you were ready to go for the test. Without a pass mock test sheet, you will not be given this guarantee. Again, without a pass mock test sheet this guarantee is cancelled automatically.
3 - A free refresher lesson within 2 years of passing (ideal for those that don't get a car straight away). You will have the option of having one-hour free refresher Driving lesson from your instructor if you have been one of our former pupils. That is to help you get back behind the wheel again. You are only allowed to claim this free refresher lesson if you are within the first year of getting your pass certificate. If you have passed your driving test more than a year ago you have to book your lesson and pay for it in full.
TRIPLE GUARANTEE
We offer a TRIPLE GUARANTEE
1 - When you book your first lesson with us, if you decide you don't wish to proceed, you will be fully refunded!
2 - If you don't pass first time, your second test will be paid for!
3 - A free refresher lesson within 2 years of passing (ideal for those that don't get a car straight away).
See Terms and conditions
Openning Time
Monday 9:30AM–8PM
Tuesday 9:30AM–8PM
Wednesday 9:30AM–8PM
Thursday 9:30AM–8PM
Friday 9:30AM–8PM
Saturday 10:30AM–1PM
Sunday 10:30AM–1PM
ACEWAY DRIVING SCHOOL
Address: Birmingham, UK
Phone: 07914578436
Copyright by Aceway Driving School 2022
