1. Interpretation and Application 1.1 'Driving School', 'we', 'us', or 'our' means Rev Up Driving Lessons, a sole trader business operated by [Your Full Name]. 1.2 'Instructor' means the driving instructor providing tuition on behalf of the Driving School. 1.3 'Client', 'you', or 'your' means the person receiving driving tuition. 1.4 These Terms form the entire agreement between you and the Driving School for the provision of driving tuition. 1.5 By booking or attending a lesson, you confirm that you have read and agree to these Terms. 2. Provision of Lessons 2.1 Lessons are provided by the Driving School or an Instructor authorised by the Driving School. 2.2 All instructors are approved and licensed by the Driver and Vehicle Standards Agency (DVSA) and comply with the DVSA Code of Practice. 3. Entitlement to Drive 3.1 You must hold a valid UK provisional or full driving licence entitling you to drive the relevant category of vehicle. 3.2 Your licence must be produced at your first lesson and may be checked periodically thereafter. 3.3 You must be medically fit to drive and able to read a number plate at 20 metres. 3.4 You must inform us immediately of any medical condition, disability, conviction, endorsement, or disqualification affecting your entitlement to drive. 3.5 The Instructor may refuse or cancel a lesson if they reasonably believe you are not legally entitled or fit to drive. 4. Insurance 4.1 The tuition vehicle is fully insured for driving instruction purposes. 4.2 You remain legally responsible for any traffic offences committed whilst driving. 5. Conduct and Behaviour 5.1 You must treat the Instructor and others with respect and follow all reasonable instructions given in the interests of safety. 5.2 The Driving School operates a zero-tolerance policy towards verbal or physical abuse, harassment, threatening behaviour, discriminatory language, or social media defamation. 5.3 The Instructor may terminate a lesson immediately if they reasonably believe your behaviour, sobriety, or state of mind makes it unsafe or inappropriate to continue. In such cases, the lesson fee will not be refunded. 5.4 The Driving School reserves the right to terminate tuition with immediate effect in serious cases of misconduct. 6. Lesson Bookings and Payment 6.1 Lesson fees will be confirmed prior to booking. 6.2 Payment is required in advance or at the start of the lesson by prior agreement. Credit is not offered. 6.3 Payments may be made by cash or bank transfer. 6.4 The Driving School reserves the right to amend lesson fees with reasonable notice. 7. Intensive Courses 7.1 Intensive bookings of 4 or more consecutive hours, or multi-day courses, must be paid in full in advance. 7.2 Where cancellation occurs after payment, no refund will be payable unless the booking space can reasonably be reallocated. 7.3 If reallocated, a reasonable administrative deduction may apply. 8. Cancellation Policy 8.1 A minimum of two clear working days’ notice is required to cancel or rearrange a lesson. 8.2 A 'working day' excludes Saturdays, Sundays, and Bank Holidays. 8.3 Notice must be received before 9:00am two working days prior to the scheduled lesson. 8.4 Failure to provide adequate notice will result in the full lesson fee being payable. 9. Driving Tests 9.1 Driving tests must not be booked without confirming Instructor and vehicle availability. 9.2 Use of the Driving School vehicle for a test is subject to the Instructor’s reasonable assessment that you are at test standard. 9.3 The Instructor may withdraw use of the vehicle if they reasonably believe you are not test-ready or if safety concerns arise. 10. Refunds 10.1 Clients are entitled to a refund of unused prepaid lessons. 10.2 Where block booking discounts apply, lessons taken will be recalculated at the standard hourly rate before refund. 10.3 A reasonable administration fee, capped at £40, may be deducted. 10.4 Refunds will be processed within 14 days. 11. Liability 11.1 Nothing in these Terms limits liability for death or personal injury caused by negligence. 11.2 The Driving School shall not be liable for indirect or consequential loss. 12. Governing Law These Terms are governed by the laws of England and Wales. Feedback/Reviews and Complaints 1. Our Commitment Rev Up Driving Lessons is committed to providing a high standard of professional driving tuition and customer service. If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns promptly so that we can investigate and resolve the matter fairly and efficiently. 2. How to Make a Complaint Complaints should be made as soon as possible and ideally within 7 days of the issue arising. Complaints may be made verbally or in writing. Written complaints should include your full name, contact details, lesson date(s), and a clear description of the concern. Complaints should be sent directly to Rev Up Driving Lessons at: [Insert Email Address] 3. Informal Resolution In most cases, concerns can be resolved quickly by discussing the issue directly with your instructor. We encourage open communication to resolve misunderstandings or concerns at the earliest opportunity. 4. Formal Investigation If the complaint cannot be resolved informally, it will be treated as a formal complaint. We will acknowledge receipt of your complaint within 5 working days. An investigation will be conducted, which may include reviewing lesson records, dashcam footage (where applicable), and speaking with the Instructor. We aim to provide a full written response within 14 working days. If additional time is required, you will be informed. 5. Outcomes Following investigation, outcomes may include: • Explanation or clarification • Apology where appropriate • Refund or partial refund (where justified) • Corrective action to prevent recurrence Any decision will be made fairly, reasonably, and in accordance with our Terms and Conditions. 6. Escalation If you remain dissatisfied after receiving our final response, you may refer your complaint to the Driver and Vehicle Standards Agency (DVSA). DVSA will consider complaints relating to instructor conduct or professional standards. 7. Record Keeping All complaints will be recorded and retained securely in accordance with our Privacy Notice. Complaint records may be used to improve service standards and ensure compliance with regulatory requirements. 8. Confidentiality All complaints will be handled confidentially and sensitively. Information will only be shared where necessary to investigate the matter or where required by law.