Terms & Conditions
To avoid any misunderstandings, here are our pupils’ terms and conditions. We have tried to make them as easy to read as possible for you:
About NENA Driving School
NENA Driving School is the trading name for NENA LIMITED. It shall be referred to throughout these terms as NENA Driving School or the company. NENA LIMITED company number is 11322459.
At NENA Driving School, our driving instructors are all self-employed; therefore, we act as their agents, taking bookings and transferring payments to them. The contract for driving lessons is between pupils and their instructors.
Once you have made a payment to us, we will forward the amount to the driving instructor as you complete your lessons. If you would like a refund, please approach your instructor first. If you are unhappy with this, we recommend paying your instructor for each lesson individually. However, you cannot take advantage of a block booking discount if you pay per lesson.
- For your financial peace of mind and protection, we strongly advise block payments should be made through NENA Driving School. We cannot be held responsible for large cash payments you decide to pay to your instructor during your lessons.
- NENA Driving School instructors will provide the pupil with a dual-controlled car in a clean and roadworthy condition.
- All NENA Driving School instructors will professionally represent themselves and be competent in appearance.
- NENA driving school has a strict, no-smoking policy.
- NENA Driving School instructors will abide by an equal opportunity policy. They will not discriminate against race, colour, creed, gender, sexual orientation, etc.
Your NENA Driving School instructor is entitled to withdraw their car for the usage of your test when they feel you need more time to be ready.
You are allowed to take your driving test if you do not pass a mock driving test, as long as your instructor is confident you still have a reasonable chance of passing.
Very occasionally, instructors can become ill at short notice. If this happens, we will try our best to find you another instructor, but we cannot guarantee anything at such short notice.
If the instructor’s car is not road-worthy for your driving test, your instructor and NENA Driving School will do their utmost to find you a like-for-like vehicle. However, we cannot guarantee an identical car.
The driving test fee includes a warm-up of 40 minutes of driving before the test.
Payments to your Allocated Instructor
Any block bookings paid to the instructor directly by cash or bank transfer are solely between the pupil and the instructor.
You are required to give your instructor a minimum of 48 hours notice if you wish to cancel/change your lesson. If you inform in less than 48 hours or if it’s a block booking, which includes the discount, then your instructor is entitled to charge you the regular lesson rate or the prorated amount. If the lesson is changed/cancelled by the instructor due to unavoidable circumstances then we will give you the next available slot for the lesson.
You are responsible for presenting your valid UK provisional driving license before starting your first lesson. Failure to do so entitles the instructor to cancel any lessons you have booked within 48 hours, and you may be charged.
Refund and Complaints Policy
A full refund for a pre-booked lesson will only be issued if zero hours have been used and you have paid NENA Driving School directly by cash, debit/credit card or bank transfer. You should contact us in writing within 30 days of the purchase date to receive a refund.
Any block booking partial refunds will be charged as a single hourly rate.
If you booked a lesson and didn’t turn up without a 48-hour notice, it will be deducted from your block.
In the unlikely event that you are not fully satisfied with a recent driving lesson with us, please inform us of the reasons why by completing the online form or by sending us an email. We will look at your email and contact you as quickly as possible.
If you experience difficulty booking with your instructor, contact us before your lessons expire to avoid disappointment.
If you book an intensive course with NENA Driving School and choose to cancel before commencing any lessons – you will lose 50% of the course payment unless a minimum of 3 weeks’ notice is given. Your instructor has committed to you. An intensive course requires a lot of planning. Driving instructors are self-employed, so the 50% deposit secures your lesson times in the instructor’s diary. If you have commenced an intensive course and choose to cancel, you will forfeit any remaining hours you have paid for.
If you have problems or wish to complain, please consult your allocated NENA Driving School instructor first. If you are still unhappy, then put this in writing by completing the online form. Please include your best contact number, and our office manager will contact you as soon as possible.
If your complaint concerns your test preparation, please tell us in advance so we can help you. This gives you and us the best possible chance of passing the first time.
Please understand that every instructor has their way of teaching. If you have any issues regarding your lessons, then please speak to your instructor or alternatively contact us.
Offers and Price Changes
NENA Driving School is entitled to change driving tuition offers and prices at any time. Lesson prices are subject to change depending on location and whether you learn in an automatic or manual vehicle.
Use of Personal Information
After you have passed your driving test, your instructor will ask you for a photograph or video. By agreeing, you allow us to use the photograph in our testimonials section and possibly elsewhere as promotional material.
NENA Driving School upholds and is in accordance with the Data Protection Act (1998) and GDPR.
Progress Card Terms and Conditions
Your instructor will give you a Progress Record and Appointment Card, which has an abridged version of the terms and conditions on the back, and ask you to agree to and sign them.