Customer Care & Joint Commitment Agreement

Professional driver coaching. Clear standards. Shared commitment.

At Denovo Driving Tuition, we believe learning to drive is about far more than simply passing a test.

Driving lessons are coaching sessions designed to develop safe driving for life skills, not simply to pass the driving test.

Our coaching approach is built around professionalism, structure, accountability, and long-term driver development — ensuring every learner receives exceptional value, clear guidance, and a premium learning experience.

This agreement sets out the professional standards and shared responsibilities that create the best possible results for both learner and instructor.

This is a commitment to excellence rather than a legally binding contract.

Our commitment to you

As your driving coach, Denovo Driving Tuition will:

  • Deliver professional, structured, high-quality coaching
  • Provide lessons tailored to individual learning styles
  • Create a calm, respectful, and supportive learning environment
  • Offer honest feedback regarding progress and development areas
  • Maintain a safe, clean, fully insured tuition vehicle
  • Help build confidence, independence, and lifelong driving standards

We will ensure that lessons are productive, purposeful and outcome focused.

Our goal is not simply test success. Our goal is to help you become a safe, confident and responsible driver. This is an essential life skill that will help you to achieve freedom and independence forever.

Your commitment as a learner

  • Arrive on time, prepared and ready to learn
  • Engage positively with coaching and feedback
  • Take ownership of your progress and development
  • Communicate openly about challenges, concerns or confidence levels
  • Maintain respectful and professional conduct at all times

Progress is always strongest when learner and instructor work together as a team.

Lesson booking and cancellation standards

Instructor Commitment

Your lesson time is respected and protected. If Denovo Driving Tuition cancels a lesson without providing 48 hours’ notice, your next lesson will be delivered at 50% of the standard lesson fee as a gesture of goodwill and commitment to fairness.

Exceptions may apply in unforeseen circumstances, including:

  • Sudden illness
  • Vehicle breakdown or safety concerns
  • Family emergency
  • Severe weather conditions
  • Unsafe road conditions

Learner Commitment

Lesson time is reserved exclusively for you.

A minimum of 48 hours’ notice is required to cancel or rearrange a lesson. Where less notice is provided, 50% of the lesson fee will remain payable, unless exceptional circumstances apply.

This ensures fairness and protects allocated coaching time.

Safety and professional responsibility

Safety always comes first.

Learners must not attend lessons:

  • under the influence of alcohol or drugs
  • while impaired by medication affecting concentration or coordination
  • if unwell in a way that may compromise safe driving

Learners must notify their instructor of anything that could affect safe participation.

Denovo Driving Tuition reserves the right to:

  • pause or terminate a lesson immediately
  • stop the vehicle if safety becomes compromised
  • refuse continuation where unsafe or dangerous behaviour occurs

Where a lesson is ended for safety reasons, refunds may not be issued.

Driving test readiness policy

Booking a practical driving test should always be a professional joint decision. Learners must agree test dates with their instructor before booking.

This ensures:

  • Appropriate preparation time
  • Professional readiness assessments
  • Best possible chance of success
  • Safe, confident performance under test conditions

Denovo Driving Tuition reserves the right to decline use of the tuition vehicle if a learner is not yet considered test ready.

This decision is made solely in the learner’s best interest and in the interest of public safety.

Professional scheduling and availability

We work hard to maintain consistency.

However, lesson availability may occasionally change due to:

  • Instructor commitments
  • Annual holidays
  • Illness
  • Vehicle maintenance
  • Operational requirements

Flexibility and mutual understanding are appreciated and help maintain a strong coaching relationship.

Concerns and resolution

We are committed to exceptional customer care.

If concerns arise, learners are encouraged to raise them directly and professionally so they can be resolved quickly, fairly and respectfully.

Constructive communication leads to the best outcomes.

Privacy and data protection

Any personal information provided is held securely and used only for:

  • Lesson scheduling
  • Coaching records
  • Progress monitoring
  • Essential learner communication

Your information is never shared unless legally required to do so.

Current coaching investment

Standard Lesson Fee: £45 per hour

Block Coaching Package: £40 per hour

Payment is due the day before the start of each session (bank transfer) or at the start of each session in the car (cash) unless agreed otherwise.

Bank Details (Business Account)

Account Name: Denovo Driving Tuition

Account Number: 21425723

Sort Code: 09-01-29

The Denovo Standard

Denovo Driving Tuition is built on professionalism, trust, respect, and measurable progress.

By entering into this agreement both learner and instructor commit to:

  • Professional standards
  • Mutual respect
  • Honest communication
  • Personal Accountability
  • Safe Driving experience

Safe, confident and responsible drivers are not rushed into passing tests — they are coached to develop safe driving for life skills.

Learner Name: ___________________________________________

Learner Signature:  _________________________________________

Date: _________________________________________________

Instructor Name: _______________________________________

Instructor Signature: _____________________________________