Terms and Conditions (Sally’s Customer Care Charter)


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. The Office at 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 instructors are bound by the Driver and Vehicle Standards Agency (DVSA) professional code of conduct. Your 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 instructor’s car will be well maintained, clean and tidy.

All cars are fitted with dual controls as part of their standard equipment. The cars are of course fully insured for driving tuition.

SSoM operates a Non Smoking Policy. Instructors will not smoke in their car when giving lessons nor will they use your lesson time for any other form of business, personal or otherwise.

2. Qualifications

Your instructor will be licenced by the Driver and Vehicle Standards Agency (DVSA) to give driving tuition. He or she will be up to date with the latest teaching techniques. Your instructor will have undergone a Criminal Records Bureau (CRB) police check.

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 the recognised distance.

4. Payments

All payments for driving lessons and intensive courses are made direct to your Instructor.

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.

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. All funds must have cleared prior to the start of the course.

If payment by credit or debit card is required, your instructor will invoice for payment at least 5 days before the start of the course.

Cancellations at the start or part way through the course will mean the full course fee is forfeited.

Test bookings require a minimum of 4 full working days cancellation for any refund to take place.

All refunds will incur a 5% handling charge.

All agreements must be made with your instructor.

This does not in any way affect your statutory rights to be provided with the services you have bought (please see term 11)

5. Customer Care Payment Scheme

Payments are made direct to your instructor, Sally’s school of motoring does not handle any money for the instructors.

6. Lesson Cancellations for regular weekly driving lessons

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 instructor can get replacement work).

Your 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 instructor will re-schedule your lesson.

7. The Driving Test

a) Bookings – Your driving test can be booked, either by your 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 their 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 – Your instructor requires 4 full working days notice of cancellation for any test that has been booked for a refund to be issued. The refund will be subject to a 5% handling charge.

If the DVSA cancel your test, through whatever reason, your instructor will endeavour to re-book your test at the earliest date available. If this is not satisfactory, then your instructor will help you to reclaim any expenses that occur, from the DVSA.

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 instructor is late, due to unforeseen circumstances, then you should also wait a maximum of 15 minutes. Your instructor will either add at the end of the lesson any time that is owing to you, or if this is not possible, 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 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 instructor straight away. However, if you have booked your lessons via Sally’s through our booking service, and not directly with your instructor, contact the Booking Office on 01823 452467.

11. Your Statutory Rights

Nothing in these terms and conditions will reduce your statutory rights relating to the services provided. Instructors have a statutory obligation to provide you with a good service, as does the SSoM Booking Line.