Learner–Instructor
Agreement.

This agreement records the terms on which TrueLane provides driving tuition and the commitments made by the learner and instructor. Its purpose is to create a safe, respectful and organised learning relationship, reduce misunderstandings and support steady progress towards independent, responsible driving—not simply passing the practical test.

Tuition is £60 per hour and is normally booked for two hours, unless another duration is agreed. Payment is due at least 48 hours before each lesson. The agreed duration, meeting point and any booking-specific details shown in TotalDrive form part of this agreement. The cancellation rule in section 6.2 applies unless TrueLane gives the learner a more favourable term.

If there is an inconsistency, a specific term clearly displayed and accepted in TotalDrive for the relevant booking will apply to that booking, subject always to applicable consumer law. TrueLane will communicate material changes before they take effect. Changes will not retrospectively alter a confirmed booking unless agreed or legally required.

• act professionally, lawfully and respectfully, prioritising safety and treating the learner fairly without harassment or discrimination;
• hold the registration or trainee licence required to provide paid car-driving instruction and display the relevant certificate when required;
• check the learner’s entitlement to drive and ability to meet the statutory eyesight requirement at the first lesson and when reasonably necessary thereafter;
• provide structured, learner-centred tuition suited to the learner’s experience, needs and agreed goals, including reasonable adjustments where appropriate and practicable;
• agree lesson objectives, give clear and constructive feedback, maintain a record of lessons and progress, and explain the skills still required;
• keep the tuition vehicle roadworthy, appropriately insured and suitable for instruction, with properly maintained dual controls where required;
• account for payments received, explain charges clearly and safeguard advance payments in accordance with the stated refund terms;
• advise honestly on test readiness and vehicle availability, without guaranteeing a test pass; and
• keep learner information confidential except where disclosure is authorised, legally required or reasonably necessary to protect someone from harm.

• hold a valid provisional licence for the vehicle category, comply with any licence restrictions and promptly disclose any change affecting entitlement to drive;
• be fit to drive at each lesson, including meeting eyesight requirements and not being affected by alcohol, illegal drugs, fatigue, illness or medication that makes driving unsafe;
• attend on time with any required licence or documents, give the agreed notice of cancellation and pay fees when due;
• follow lawful safety instructions and avoid using a handheld mobile device while driving;
• participate actively, ask questions, practise agreed skills, reflect honestly on performance and work towards jointly agreed goals;
• treat the instructor, staff, other road users, the tuition vehicle and property with respect;
• provide accurate information relevant to tuition, insurance and test arrangements; and
• tell the instructor promptly about anxiety, disability, learning needs or other circumstances for which support or an adjustment may be helpful.

5.1 Learner-centred plan.

Lessons will normally be one-to-one and adapted to the learner’s progress. The learner and instructor will agree realistic goals and review them regularly.

5.2 Reflection and progress record.

The instructor will record lessons and progress. The learner will be encouraged to assess their own driving, identify areas for improvement and take increasing responsibility for decisions. The learner may ask to see or discuss their progress record.

5.3 Between lessons.

The instructor may suggest reading, reflection or private practice. Any private practice is separate from paid tuition and must be lawful, correctly supervised and properly insured. The learner should tell the instructor about relevant private practice so it can inform the learning plan.

5.4 No guarantee.

Progress and test outcomes depend on many factors. TrueLane will provide professional tuition but does not guarantee that a learner will reach test standard within a particular number of lessons or pass a test.

6.1 Booking.

A lesson is confirmed when accepted by both parties. Tuition costs £60 per hour, normally for a two-hour lesson, unless another duration is agreed. Payment is due at least 48 hours before the lesson; an unpaid slot may be released to another learner. The agreed meeting point and duration apply unless varied by agreement.

6.2 Learner cancellation.

The learner must give at least 48 hours’ notice to cancel or rearrange a lesson. With less notice, TrueLane may charge only the direct loss caused by the cancellation, up to the lesson price, after taking reasonable steps to refill the slot. If the slot is refilled, no lesson fee will be charged. Relevant exceptional circumstances will be considered fairly.

6.3 Instructor cancellation.

If TrueLane cancels, the learner may choose a rearranged lesson or a credit or refund of the amount paid for the cancelled time. TrueLane will not keep payment and treat the cancelled lesson as delivered. TrueLane is not responsible for indirect losses caused by events outside reasonable control, but this does not affect rights that cannot legally be excluded.

6.4 Late arrival.

A learner’s late arrival may shorten the lesson without reducing the fee. If the instructor is late, reasonable equivalent time will be added or credited where practicable.

6.5 Prepayments and refunds.

If a lesson is cancelled with at least 48 hours’ notice, the learner may rearrange or request a refund. For a late cancellation, only the direct loss described in section 6.2 may be charged; the remainder will be refunded. If TrueLane cancels, the learner may rearrange or choose a credit or refund. Email info@truelane.co.uk to request a refund. Refunds will be returned to the original payment method within 14 calendar days after the final balance is agreed. An existing prepaid package remains subject to the terms agreed at purchase. Statutory consumer rights are unaffected.

7.1 Safety decisions.

The instructor may change a route, take physical or verbal control, pause or end a lesson where reasonably necessary for safety. Dangerous, abusive or unlawful conduct may result in the lesson ending immediately; any fee decision will be reasonable and proportionate.

7.2 Devices.

While instructing, the instructor will not use a mobile phone, tablet or other hand-held device or receive calls, including hands-free calls. A tablet will be used only when safely parked with the engine switched off.

7.3 Learner’s vehicle.

If tuition takes place in the learner’s vehicle, the learner must ensure it is roadworthy, taxed where required, has a valid MOT where required, displays legal L plates (or D plates where applicable), and is insured for the learner and for paid professional instruction. The instructor may decline to use a vehicle that they reasonably consider unsafe or unsuitable.

7.4 Damage and penalties.

Each party remains responsible for their own unlawful acts. Responsibility for damage, insurance excesses, parking charges or penalties will be determined by the facts, the applicable insurance policy and the law; this agreement does not impose automatic liability regardless of fault.

8.1 Booking and management.

The learner must book and manage their own category B car practical test using the official GOV.UK service. Before booking, the learner should discuss readiness, timing, test centre and instructor availability, and use the instructor’s reference number where appropriate.

8.2 Readiness and use of the tuition vehicle.

Use of the tuition vehicle for a test is not automatic. It depends on prior agreement, payment of the stated fee, vehicle availability and the instructor reasonably considering the learner safe and sufficiently prepared. The instructor will give as much notice as reasonably possible if the vehicle cannot be supplied, particularly where this may allow the learner to protect the test fee.

8.3 Test-day requirements.

The learner is responsible for bringing the documents required by DVSA and arriving in time. The instructor will ensure any TrueLane vehicle supplied meets the applicable test and road-law requirements.

8.4 Accompaniment.

At the learner’s request, and subject to DVSA rules, the instructor may accompany the learner on the test and/or attend the examiner’s debrief.

9.1 Personal data.

TrueLane may use learner information to arrange and deliver tuition, keep progress and payment records, support safety, administer tests and meet legal, insurance and regulatory duties. Further details, including retention and individual rights, are set out in TrueLane’s privacy notice.

9.2 In-car recording and media.

Any dashcam, audio, video or telematics use must be explained. Before TrueLane publishes a learner image, video, testimonial or identifying detail, it will ask for explicit written consent for that specific content, identification and publishing channel using the Photography & Image Consent Agreement. Consent is optional, can be withdrawn for future use and will not affect tuition. Test footage will not be shared without the permissions required by DVSA and the learner.

9.3 Communications.

Learners must not post confidential, abusive or defamatory material about staff or other learners. Nothing prevents either party from giving an honest review, reporting a safeguarding concern, seeking legal advice or making a protected complaint.

Tuition must be professional and free from bullying, harassment, discrimination, sexualised behaviour, intimidation or retaliation. Concerns about conduct or safety should be raised promptly with TrueLane’s designated contact. Confidentiality may be limited where disclosure is required by law or reasonably necessary to address a risk of harm. Where the learner is under 18, communications and collection arrangements may include a parent or guardian where appropriate, while respecting the learner’s dignity and data rights.

1. Email info@truelane.co.uk with the subject “Complaint”, call 07506 012666, or write to TrueLane’s registered office. Explain what happened, when it happened and the outcome you would like.
2. TrueLane will acknowledge the complaint, investigate it fairly, keep an appropriate record and provide a written outcome as promptly as possible.
3. The learner may complain directly to the DVSA about an instructor’s service or conduct through the official driving-instructor complaint route or by emailing instructorconduct@dvsa.gov.uk. DVSA cannot recover money. Citizens Advice can give consumer advice, and the ICO handles data-protection complaints.

Nothing in this process prevents a safeguarding or police report, legal claim or use of statutory consumer rights.

Either party may end the tuition relationship by giving reasonable notice. TrueLane may suspend or end tuition immediately where there is a serious safety risk, violence, harassment, fraud, unlawful conduct, loss of driving entitlement, persistent non-payment or a material repeated breach. Where practicable, concerns will first be explained and an opportunity given to resolve them. Any final account and refund for unused prepaid lessons will be calculated under section 6 and applicable law.

13.1 Changes.

Any material change to prices, cancellation terms or other core conditions will be communicated before it takes effect. A change to this agreement should be recorded in writing or another durable form.

13.2 Severability.

If a provision is found unenforceable, the remaining provisions continue so far as legally possible.

13.3 Governing law.

This agreement is governed by the law of England and Wales, unless mandatory consumer law requires otherwise. The courts with jurisdiction under applicable law may hear disputes.

The learner’s agreement is recorded electronically through TotalDrive. By accepting these terms in TotalDrive, the learner confirms that they have been given access to this agreement, have read and understood it, and have had an opportunity to ask questions before accepting. No signature or date is required on this website copy.