Company Policies

1. About Us

Drive-Well Academy is a DVSA-approved driving school based in Bristol, providing professional driving instruction across postcodes BS1-BS16. We are committed to delivering high-quality, safe, and effective driving education to help learners pass their test with confidence.

2. Booking Policy

2.1 How to Book

Lessons can be booked via:

• Phone: 07514 377 171
• Email: info@drive-well-academy.com
• Website booking form
• WhatsApp

2.2 Booking Requirements

• Learners must hold a valid UK provisional driving licence before their first lesson
• Learners must be at least 17 years of age (or 16 for those receiving PIP at the enhanced rate)
• Learners must meet the minimum eyesight requirements for driving
• Learners must disclose any medical conditions that may affect their ability to drive

2.3 Lesson Duration

• Standard lessons: 2 hours
• Intensive courses: Available by arrangement
• Pass Plus courses: 6 hours minimum

3. Cancellation & Rescheduling Policy

3.1 Cancellation by Learner

3.2 Cancellation by Instructor

If we need to cancel a lesson due to instructor illness, vehicle breakdown, severe weather conditions, or emergency circumstances, we will provide as much notice as possible, reschedule at no extra cost, and offer priority rebooking.

3.3 Late Arrivals

• If a learner is late, the lesson will still end at the scheduled time
• Lost time cannot be made up or refunded
• If the instructor is late, the full lesson time will be provided or time added to the next lesson

4. Payment Policy

4.1 Payment Methods

We accept:

• Bank transfer (BACS)
• Cash
• Card payments
• Online payment via website

4.2 Payment Terms

• Individual lessons: Payment due before or at the start of each lesson
• Block bookings: Full payment due upon booking
• Intensive courses: 50% deposit required, balance due before course start

4.3 Refunds on Block Bookings

• Unused lessons from block bookings are refundable at the single lesson rate
• The difference between block and single lesson rates will be deducted
• Refund requests must be made in writing via email

5. Lesson Conduct & Expectations

5.1 Learner Responsibilities

Learners are expected to:

• Arrive on time and ready for their lesson
• Bring their provisional driving licence to every lesson
• Wear appropriate footwear (flat, enclosed shoes)
• Be in a fit state to drive (not under the influence of alcohol, drugs, or excessive fatigue)
• Inform the instructor of any changes to health or circumstances that may affect driving
• Treat the instructor and vehicle with respect

5.2 Instructor Responsibilities

Our instructors will:

• Arrive punctually and prepared for each lesson
• Provide a clean, roadworthy, and fully insured vehicle
• Deliver patient, professional, and structured instruction
• Adapt teaching methods to suit individual learning styles
• Provide honest progress assessments
• Maintain all required DVSA certifications

5.3 Unsuitable Condition for Lessons

Lessons will not proceed if the learner appears to be under the influence of alcohol or drugs, is excessively tired or unwell, does not have their provisional licence, wears inappropriate footwear, or behaves in an aggressive or inappropriate manner. In such cases, the full lesson fee remains payable.

6. Vehicle & Insurance

6.1 Training Vehicles

• All vehicles are fully insured for learner drivers
• Vehicles are regularly serviced and maintained to DVSA standards
• Dual controls are fitted for instructor intervention
• Vehicles display L-plates at all times during lessons

6.2 Insurance Cover

Learners are fully insured while under instruction in our vehicles. This insurance does not cover deliberate damage to the vehicle, theft of personal belongings, or third-party claims arising from gross negligence.

6.3 Damage Liability

Learners are not held liable for accidental damage during normal instruction. However, deliberate damage or damage caused by driving against instructor advice may result in the learner being held responsible for repair costs.

7. Test Bookings & Arrangements

7.1 Driving Test Bookings

• Learners are responsible for booking their own practical driving test via the DVSA website
• We recommend booking your test only when your instructor confirms you are test-ready
• We can provide guidance on test centre locations and availability

7.2 Test Day Hire

• Test day vehicle hire is available
• A 2.5-hour lesson before the test is required
• The lesson fee includes use of the vehicle for the test
• Test fee (payable to DVSA) is the learner's responsibility

7.3 Photography & Success Stories

When you pass your driving test, we may ask to take a photograph of you with your pass certificate. By agreeing to have your photo taken, you consent to Drive-Well Academy using this image on our website, social media pages, and marketing materials to celebrate your success and inspire future learners. You may decline to have your photo taken or request removal of your image at any time by contacting us.

8. Complaints Procedure

We take all complaints seriously. If you are dissatisfied with any aspect of our service:

1. Contact us directly via phone (07514 377 171) or email (info@drive-well-academy.com)
2. Provide details including your name, contact information, date(s) and nature of the complaint, and desired resolution
3. Investigation - We will acknowledge your complaint within 48 hours and aim to resolve all complaints within 14 days

If you remain dissatisfied after our internal process, you may contact the DVSA, Trading Standards, or Citizens Advice Bureau.

9. Data Protection & Privacy

9.1 Information We Collect

• Name, address, and contact details
• Provisional driving licence number
• Lesson records and progress notes
• Payment information

9.2 Your Rights

Under UK GDPR, you have the right to access your personal data, correct inaccurate data, request deletion of your data, object to processing, and data portability. For data requests, contact: info@drive-well-academy.com

10. Health & Safety

• Vehicles undergo regular safety checks
• First aid kit carried in all vehicles
• Breakdown cover in place for all lessons
• Do not attend lessons if you have symptoms of infectious illness
• Lessons may be cancelled in severe weather at the instructor's discretion

11. Equal Opportunities

Drive-Well Academy is committed to providing equal access to driving instruction regardless of age, gender, race or ethnicity, religion or belief, disability, or sexual orientation. We will make reasonable adjustments to accommodate learners with disabilities or additional needs. Please discuss your requirements with us before booking.

12. Safeguarding Policy

Drive-Well Academy is committed to safeguarding the welfare of all learners, particularly those under 18 or vulnerable adults. All instructors hold enhanced DBS (Disclosure and Barring Service) clearance and will maintain professional relationships at all times.

Acceptance of Terms

By booking lessons with Drive-Well Academy, you confirm that you have read, understood, and agree to these terms and policies.

Last updated: December 2024