Last updated 01 May 2025
By purchasing a PassMeFast driving tuition package, you are agree to these Terms and Conditions. Please ensure that you have read and understood this document before continuing to point of purchase.
1 Definitions
1.1 In these Terms & Conditions, “you” or “your” refers to the learner driver and the purchaser booking a course (“Course”) of driving lessons (“Lessons”) and/or any of the practical driving and/or theory tests through PassMeFast. “PassMeFast”, “we”, “us” and “our” refers to PassMeFast.
1.2 PassMeFast is a registered trading name of Star Genie Limited, a company registered in England under company number 10093359 with its registered office at Floor 1, Building 8, Exchange Quay, Salford, England, M5 3EQ.
1.3 You can contact us at any time using the methods outlined at the “Contact Us” section of our website.
1.4 In these Terms and Conditions:
1.4.1 “working days” refers to days other than a Saturday, Sunday, or public holiday;
1.4.2 “DVSA” refers to the Driver and Vehicle Standards Agency; and
1.4.3 “Contract” means the contract between PassMeFast and you which comes into place at the point of purchase.
1.4.4 “Instructor” means a independent driving instructor allocated to you by PassMeFast who meets the requirements of a Suitable Instructor.
1.4.5 “Suitable Instructor” means a certified driving instructor who is local to you, certified by the DVSA and can take you to your practical test (subject to Sections 4 and 6.12) at the point of allocation. PassMeFast reserve the right to re-allocate a suitable instructor within 45 days of beginning the Instructor search. For the avoidance of doubt, a Non-Material Issue (as defined in Section 4.3) with an Instructor does not deem them to be an Unsuitable Instructor.
1.4.6 “Test” means a suitable theory or practical test which is offered to you which is plus or minus 14 days from your target completion date of that test, specified at the point of booking the Course.
1.4.7 “Unsuitable Instructor” means a driving instructor who is not deemed to be a Suitable Instructor (as decided by PassMeFast acting reasonably). For the avoidance of doubt, a Material Issue (as defined in Section 4) with an Instructor will deem them to be an Unsuitable Instructor (unless otherwise decided at the discretion of PassMeFast).
1.4.8 “Initial Minimum Payment” refers to the standard £350 Initial Minimum Payment to book your Course. There may be times when this varies and your Initial Minimum Payment may be higher or lower than this.
2 How do I book a Course?
2.1 Courses are available in all areas of England, Scotland and Wales. Pricing for specific locations at a given time, is available by entering your postcode into price finder on our website.
2.2 By booking a Course, you confirm that you hold, or are eligible for, a valid UK provisional driving licence.
2.3 Upon booking a Course, you will be required to complete an online details form (the “Details Form”). This is accessible via the PassMeFast Student Portal (the “Student Portal”) for which you’ll receive an invite via email at the time of booking a Course. Your Course can not be progressed until the “Details Form” has been completed, although payment may be taken from your account.
2.4 By making payment for your Course (see Section 7 below) PassMeFast agrees to act as your agent to help you prepare to pass your driving test by managing and booking your Test(s), connecting you to an Instructor and performing any further services provided for under the specification of your Course.
3 Our policy on Lessons
3.1 When you make a booking with PassMeFast, you are entering into a separate agreement for the Lessons which is solely between yourself and the Instructor who is self-employed and independent from PassMeFast. PassMeFast will not be a party to this agreement, nor shall PassMeFast be liable for any claims arising regarding your Instructor, except where we are at fault.
3.2 PassMeFast guarantees to you that any Instructor to whom you are connected shall be a Suitable Instructor. It is your responsibility to:
3.3 make arrangements as to timing and start location of Lessons with your Instructor directly; and
3.4 to raise and resolve any issues or concerns relating to the behaviour or performance of your Instructor with them directly in the first instance.
3.5 At the point of booking your Course, PassMeFast may enquire as to your preferences regarding:
3.5.1 your Instructor;
3.5.2 your Instructor’s car’s make and model for safety reasons; and
3.5.3 the timing of Lessons/Tests.
3.6 PassMeFast will attempt to match customers with an Instructor aligned to their preferences as indicated at point of booking a Course however we cannot guarantee this. Should your preferences, including your availability for Lessons, change after point of purchase, you should attempt to agree these changes with your Instructor in the first instance. PassMeFast can make no guarantee that your Instructor will be able to accommodate your revised preferences. If we cannot reallocate your Instructor due to a change in preferences and you wish to cancel your Contract with us, we will refund any unused Lesson hours at your Instructor’s rate, but we will retain all other fees paid to us by you under this Contract.
3.7 PassMeFast will, as your agent and on your behalf, purchase for you from your Instructor Lessons in such block booking package as may be offered by your Instructor (a “Lesson Block”). For example up to 10 Lesson period block. Reducing your Course hours is not possible once an Instructor has been allocated since you have purchased a set Lesson Block on booking your Course. PassMeFast will make payments to your Instructor in accordance with your Lesson plan (visible on the Student Portal). Each payment shall cover the full value of each Lesson Block and shall be paid by PassMeFast to the Instructor prior to you completing the first Lesson of that block. The total number of Lessons purchasable by PassMeFast on your behalf will depend on the Course purchased.
3.8 It is your responsibility to keep track of the number of Lessons undertaken with your Instructor, and any issues with Lesson scheduling should be raised in accordance with Section 6. You must have reasonable availability for Lessons on a weekly basis. Reasonable availability is dependent on the Course intensity selected and must include a minimum of 25 hours per week in total. You acknowledge that if you have restricted availability and cannot complete Lessons within core daytime hours (8am to 4pm) your Course may take longer than the Course completion times stated at the point of purchase of your Course.
3.9 The total Course hours include any breaks that the Instructor feel is necessary for the safety of both you and the Instructor, in accordance with any regulations.
3.10 You have six months after booking the Course to start your Lessons, unless agreed otherwise between you and PassMeFast. Initial Minimum Payment
3.11 When making an advance booking, usually because you are not yet 17 and/or you do not have a valid provisional licence you agree that we reserve the right to review the price of the Course on the date we are able to progress with the booking. This would typically be the date you turn 17, or the date you are able to provide us with valid provisional licence details.
4 Can I change or cancel my Lessons?
4.1 Each Instructor has their own policy regarding cancellation or rearrangement of Lessons. It is your responsibility to ask your Instructor what their policy is and to comply with their policy. As standard you must give 48 hours’ notice directly to your Instructor to cancel or re-arrange Lessons (unless otherwise notified by your Instructor). If you do not provide the correct notice to cancel or re-arrange Lessons, it will be assumed that you have forfeit those Lessons and the Instructor will still receive payment for those Lessons, in line with Section 5.
4.2 Once your Tests are booked and an Instructor has been allocated to your Course, the Fees (as defined in Section 7) are non-refundable unless otherwise set out in Section 3, Section 4 and Section 10.
4.3 It is not possible to change Instructor once allocated unless there is a material issue with your Instructor (as judged at the entire discretion of PassMeFast assessed on a case-by-case basis, we call this a “Material Issue”) or Section 5 applies below. Should we judge that there is a Material Issue with your Instructor which deems them to be an Unsuitable Instructor, will try our best to connect you with a replacement Instructor in such circumstances and you will not be charged an administrative fee for this reallocation, PassMeFast will purchase a fresh Lesson Block from your replacement Instructor out of the balance of the Course fees paid to PassMeFast. Examples of Material Issues with Instructors include: the Instructor not attending a Lesson on multiple occasions or conducting the Lesson in a manner judged by us to be wholly incompetent (unless due to your fault or a fault beyond their reasonable control) or the Vehicle being completely unsafe to operate causing a danger to you. Material Issues do not include by way of example, the Instructor being late or cancelling a Lesson due to reasons beyond their reasonable control such as bad weather, breakdown of the vehicle, ill health, bereavement and any issues you may have with the personality type of your Instructor (unless there has been a complete breakdown in trust and confidence as judged by us) (we call these “Non-Material Issues”). For the avoidance of doubt, a Non-Material Issue does not deem an Instructor to be an Unsuitable Instructor.
4.4 If we are unable to issue you with a replacement Instructor in accordance with Section 3 above we will refund you in accordance with our refunds policy (see Section 10).
4.5 Should you wish to change the number of hours that you have purchased for your Course, this is permitted before an Instructor is allocated to your Course. The maximum number of hours that a Course can be downgraded by is 10 hours and an administrative fee of £100 is payable.
4.6 Should you relocate or wish to change your Course due to a change in your location please contact us as soon as possible and although we will try to facilitate the required changes to your Instructor and/or Course we cannot guarantee this. This change is subject to you paying any cost difference associated with the change (ie. increased Instructor fees in your new area or you requiring a new vehicle type) and an administrative fee of £50 per change. You also accept that these changes may mean that your Course may take longer than the Course completion times stated at the point of purchase of your Course. In this case, you take on the risk posed by the changes and will not be eligible for a refund under our Money-Back Guarantee (see Section 8) should we fail to successfully rearrange your Course.
4.7 Should you decide to change your Course due to a change in transmission type we use reasonable endeavours to reallocate you an appropriate Instructor in your area. An administrative fee of £100 is payable. This may cause delays to the timeline of your Course.
4.8 PassMeFast cannot guarantee that the prices charged by a replacement Instructor will be equivalent to those of your original Instructor. A change of Instructor may therefore result in a change to the price of the Course. Additional Lessons may be added to your Course at additional cost via the Student Portal.
5 What should I do before, during and after a Lesson?
5.1 Any arrangements for the Lessons, including the start time and start location, shall be agreed between you and the Instructor directly.
5.2 You must bring your valid UK provisional driving licence and present it to the Instructor at the start of your first Lesson. You must bring your licence with you to all of your Lessons and Tests. Failure to do so may result in the Lesson and/or Test being cancelled without a refund.
5.3 It is your responsibility to be on time for your Lessons. As the Instructor may have other Lessons to deliver, the Lessons will not be extended to compensate for you arriving late.
5.4 The Instructor may refuse to proceed with a Lesson if you use abusive language or threatening behaviour, or if you fail to act on any reasonable request made by the Instructor. You must come prepared to the Lesson including with appropriate footwear to undertake the Lesson. The Instructor may also refuse to proceed if they believe you are under the influence of alcohol or drugs during the Lesson. PassMeFast accepts no responsibility due to the Lesson being cancelled or unable to be fulfilled due to your failure to comply with this Section 5.
5.5 Any concerns relating to your Instructor’s behaviour or performance should be communicated directly to your Instructor in the first instance. You should log any issues with your Instructor on the Student Portal so that we are aware of these, and contact our Customer Support team to discuss, within 72 hours of the scheduled Lesson. All issues referred to PassMeFast will be treated in confidence and whilst we shall endeavour to retain confidentiality where reasonably possible, there may be circumstances, deemed by PassMeFast, in which we will communicate with to your Instructor and/or contact the DVSA in line with their code of conduct. We may use the information provided by you in determining whether that Instructor should be connected to any future PassMeFast customers.
5.6 You must provide feedback via the Student Portal to indicate if a Lesson did not take place within 72 hours of the scheduled Lesson time. This will enable PassMeFast to efficiently, where possible, facilitate any disputes on your behalf. You must also endeavour to communicate to us any issues associated with your Lessons within 72 hours of the Lesson to enable PassMeFast to resolve any issues associated with your Course in a timely manner.
5.7 If you do not attend a Lesson, the Instructor will be entitled to keep the full tuition fee of the missed Lesson and the Lesson time will be deducted from your Course hours (unless otherwise agreed with your Instructor). No refunds will be due from PassMeFast in such circumstances for any reason.
6 How are my Tests booked?
6.1 PassMeFast shall use reasonable endeavours to find a Test that meets your preferences within 30 days from the earlier of:
6.1.1 the working day after receiving your accurately completed Details Form in accordance with Section 3 or
6.1.2 the working day after you make PassMeFast aware your theory test has been passed.
6.2 In the event that your Course is placed On Hold (see Section 11 below) prior to the booking of a practical driving test, any time spent On Hold shall not contribute to the 30-day search period for your booking.
6.3 The availability of Test dates is dependent on circumstances outside of the control of PassMeFast (including whether the DVSA website is available). As such, PassMeFast cannot guarantee the availability of Tests at a particular date, time or location, and make no representations or warranties to that effect.
6.4 We will send you by e-mail an appropriate test date within the timescales detailed at point of purchase. The details of your Test will be available in the Student Portal .. Should there be an extenuating circumstance which makes the date, time or location of the Practical Test unfeasible, you must contact our Customer Experience Team within 7 days to request an alternative Test date. If you reject 2 or more Practical Test dates our Money-Back Guarantee will no longer apply and your original timescales may be delayed.
6.5 The timescale for the practical driving test is included in the overall time of the Course. Depending on your location, up to 4 hours of your Course may be reserved for the driving test date.
6.6 In circumstances where you are not test ready, you may change or cancel your Theory Test, by giving PassMeFast at least 5 working days' notice before the date of your theory test using the methods outlined at the “Contact Us” section of our website. If 5 working days’ notice is not given to PassMeFast, you’ll be required to pay our standard test fees which are available on our website.
6.7 In circumstances where you are not test ready, you may change or cancel your Practical Test, by giving PassMeFast at least 12 working days' notice before the date of your practical test using the methods outlined at the “Contact Us” section of our website. If 12 working days’ notice is not given to PassMeFast, you’ll be required to pay our standard test fees which are available on our website.
6.8 If you ask PassMeFast to change your Test appointments, PassMeFast reserves the right to charge an administrative fee of £50 to cover our costs. PassMeFast may, at our discretion, waive this administrative fee if you add additional hours to your Course.
6.9 PassMeFast is not responsible for Tests rescheduled or cancelled by the DVSA. If the DVSA does reschedule or cancel your Tests, you and PassMeFast will be notified by the DVSA.
6.10 PassMeFast accepts no liability for any losses howsoever arising out of the rescheduling or cancellation of your test by you, your Instructor or the DVSA.
6.11 You must be available to take a practical driving test between 08:00 and 15:30, Monday to Friday. If PassMeFast secures a weekend or evening practical driving test as requested by you, an additional charge of £50 will apply.
6.12 As the Tests require you to apply your own skill and knowledge, PassMeFast does not and cannot guarantee that you will pass any Test or that you will be prepared to take a Test including upon completion of the Course. All timeframes provided for on the PassMeFast website are for illustration purposes only taking account of prior performance trends. Failing a Test may significantly delay your progress. Your progress may also be delayed if you deviate from the timelines outlined in the Student Portal.
6.13 The Instructor reserves the right to refuse use of their car for the practical test if they determine your driving does not meet the necessary standard to take a practical driving test, on the grounds that it would be a risk to the health and safety of yourself, other road-users, or there is a risk of damage to the Instructor’s property and livelihood.
6.14 If you have a Test booked at the time you book your Course with PassMeFast that is not suitable, you must cancel this and provide PassMeFast access to your account via the DVSA website to rebook a Test aligned to the timelines outlined at point of purchase, on your behalf. Our time to book your Test will begin from the date you confirm our access.
6.15 If it takes you more than 6 months to pass your theory test, PassMeFast reserves the right to adjust the Fees in order for you to continue with the Course. Your booking may be placed on hold until the Fees are paid.
6.16 Upon successful completion of your Tests, any unused hours from your Course package shall be non-refundable. PassMeFast recommends that you speak with your Instructor about using unused hours for additional motorway tuition and tuition for skills such as anticipating road behaviours.
7 How do I pay for my Course?
7.1 The Course Fees (“Fees”), which are inclusive of VAT, are as listed on the PassMeFast website, and include:
7.1.1 PassMeFast’s administrative fee which covers connecting you to an Instructor, booking your Tests (subject to Section 7.2 below), managing your Test bookings and providing service throughout your Course;
7.1.2 the tuition fee for the Lessons from the Instructor; and
7.1.3 the DVSA driving test fee(s).
7.2 As standard, Fees are inclusive of the cost of one practical driving test. Theory driving tests and additional practical driving tests may be added to your Course package at an additional cost when booking with us. If PassMeFast is required to book more than one theory test for you, a payment of £55 must be made in advance of each additional theory test. If, after 12 months of unsuccessful theory test attempts you have not passed your theory test, PassMeFast reserves the right to cancel your Course, retaining the full Initial Minimum Payment, and refunding the outstanding amount due, except for any fees still due.
7.3 At the point of purchase, you will be required to pay an Initial Minimum Payment of £350 (“Initial Minimum Payment”) unless otherwise stated at the time of booking your Course. You may be required to make further payments (up to the full value of your Course) at this stage depending on the Course booked. You can make additional payments at any time in the Student Portal.
7.4 Unless paid in full at point of purchase, the Fees shall immediately become due and payable in full upon the allocation of an Instructor. PassMeFast will contact you to take the remaining amount of the Fees due.
7.5 In the event that payment is not made within 7 days of falling due, PassMeFast reserves the right to place your Course On Hold in accordance with Section 11 While On Hold, PassMeFast will not make any payments to your Instructor on your behalf and any Tests arranged by PassMeFast on your behalf may be cancelled, postponed or otherwise made available to waiting PassMeFast customers. In the event that your Course remains On Hold for more than 90 days, PassMeFast shall be entitled to cancel the Contract with you and retain all amounts paid by you in satisfaction of the Fees to cover any amounts paid by PassMeFast to your Instructor(s) and PassMeFast’s administrative expenses (including the Initial Minimum Payment).
7.6 PassMeFast acts as your agent in connecting you with an Instructor. PassMeFast will, on your behalf, make payments to the DVSA and to your Instructor to cover the cost of your Tests and Lessons. You do not need to pay your Instructor directly. Should you choose to pay your Instructor directly for any tuition, we will not consider this to be an extension of our process and service to you. Any payments made directly by you to your Instructor shall not reduce, repay or otherwise count as payment towards the price of the Course. In addition, such payments are considered a breach of the Contract between you and PassMeFast, and we can terminate our Contract with you in such circumstances. If an Instructor advises you to make such payment, you must report this to PassMeFast immediately.
7.7 Payment can be made online via the website (including via personalised payment links which connect to the payment section of the website and offers Apple Pay and Google Pay as well as all major credit and debit cards) or over the phone using an eligible payment method as may be provided for from time to time.
7.8 Occasionally, promotional/discount/coupon codes may be made available. Subject to the specific terms and conditions applicable to such promotional/discount/coupon codes (as may vary from time to time), these can be redeemed as appropriate online via the coupon code field of the order summary page on the website or via the sales team. You can contact us using the methods outlined at the “Contact Us” section of our website.
7.9 The cost of the Lessons purchased by PassMeFast on your behalf shall not exceed the price of the Course. PassMeFast shall not make any payment on your behalf unless in prior receipt of sufficient funds from you to cover:
7.9.1 the cost of such payment, and
7.9.2 any administrative costs relating thereto.
8 Money-Back Guarantee?
8.1 The non-refundable Initial Minimum Payment will always be retained unless circumstances fall into our Money-Back Guarantee or you cancel the Contract within the first 14 days after your Booking (see Section 10) in which case a partial refund of the Initial Minimum Payment will be provided to you (as decided by us). The initial minimum payment is only refundable if:
8.1.1 PassMeFast is unable to secure a suitable theory test or practical driving test in line with our Course completion timescales within 30 days of receiving your fully completed Details Form - If you need to sit your theory test at the time of booking your Course, the 30 days will begin the working day after you inform us that you’ve passed the theory test
8.1.2 PassMeFast is unable to allocate a driving instructor within 45 days of you confirming your practical test date is suitable (unless Section 10.2 applies). For Courses without a practical driving test, the 45 days starts upon receipt of your completed Details Form.
8.2 In circumstances where you reject two or more Practical Tests, the Money-Back Guarantee will no longer apply.
8.3 There may be occasions where your Course can begin quicker if you start Lessons ahead of the allocation of your theory or practical test. If you agree to this, the application of the Money-Back Guarantee is amended such that you are only entitled to a refund of the theory and/or practical test fee should we not be able to source an appropriate test date within 30 days your course balance being paid (post ADI connection), and you would not be eligible to the refund of your Initial Minimum Payment or Lesson fees as a Suitable Instructor has been allocated.
8.4 If the availability for Lessons you provide is less than the reasonable availability, as described in Section 3.8 at any time, our Money-Back Guarantee does not apply in relation to the allocation of a driving instructor.
9 Third-party Payment Providers
9.1 In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, (“Klarna”) you may choose to enter into a credit agreement with Klarna at point of purchase. Klarna offer you the option to spread the cost of your purchase over 3 instalments, up to a total value of £2,500.
9.2 PassMeFast is also a credit introducer and appointed representative of Social Money Ltd t/a Payl8r, a company registered in England under company number 08054296 and is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number: 675283. registered with the Office of the Information Commissioner reference number 08054296. Payl8r also offer you the option to spread the cost of your purchase over a maximum of 18 monthly instalments, up to a total value of £2,500.
9.3 Any payment made to PassMeFast by Klarna, Payl8r or PayPal in satisfaction of a purchase made by or payment due from you shall be treated as a payment made by you in satisfaction of the Fees.
9.4 PassMeFast is not a party to any credit agreement entered into between you and Klarna, Payl8r or PayPal. PassMeFast make no representations or warranties as to the financial products or services offered by Klarna or Payl8r. The option to enter into a credit agreement at point of purchase does not amount to an endorsement or recommendation of any financial product or service. The appropriateness and utility of any financial product or service will vary depending on personal financial circumstances. Financial advice should be sought before entering into any credit agreement.
9.5 Further information about Klarna’s user terms can be found here: General information on Klarna can be found here. Klarna handles your personal data in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy statement.
9.6 Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply https://www.klarna.com/uk/terms-and-conditions/
9.7 Further information about Payl8rs user terms can be found here Payl8r’s terms of service. Payl8r handles your personal data in accordance with applicable data protection law and in accordance with the information in its privacy statement: Privacy Policy | Authorised and Regulated by the FCA - Payl8r.
9.8 PayPal Pay in 3 is an unregulated credit agreement, so you will have fewer protections under this agreement than you would under a regulated credit agreement. PayPal Credit is a regulated credit product. Further information about PayPal's user agreement can be found here PayPal User Agreement.
9.9 If you choose to pay for your course for the initial payment or pay in full via PayPal, it is your responsibility to select either PayPal Credit or PayPal Pay-in-3 based on your personal circumstances.
10 Refunds
10.1 When you complete the Details Form and have confirmed you would like us to continue to start booking your Course and Tests for you ([please see the acknowledgement process when submitting your Details Form)], you waive your right to cancel your Course and the Tests under any cooling off periods provided under consumer law since you have asked us to begin to provide our services to you. In such circumstances you will not receive a full refund of the Fees if you cancel after this point. Your Initial Minimum Payment will be retained. You can contact us to cancel your Course using the methods outlined at the “Contact Us” section of our website.
10.2 Once the Tests are booked and a Suitable Instructor has been allocated to your Course, the Fees are non-refundable unless otherwise set out in this Section 10.
10.3 If you cancel your Course in accordance with Section 3 we will attempt to reallocate you with a new Suitable Instructor in the first instance. In such circumstances you will not be provided with a refund of the Fees if you wish to cancel the Contract unless we cannot provide a replacement Suitable Instructor within a reasonable time and/or without significant inconvenience to you (for example the timing of your Lessons and/or Tests is significantly delayed).
10.4 If we are unable to allocate you with a new Instructor in accordance with Section 4 due to a Material issue, you will be offered a refund but we shall be entitled to withhold from any amounts refunded funds to cover any hours used with your Instructor up to the date of cancellation, our fees and your Initial Minimum Payment to cover our administrative costs, the cost of which shall be particularised and made available to you prior to the refund amount being paid.
10.5 You will be entitled to cancel your Course in circumstances where there has been a material breach of the Contract by PassMeFast (as judged by PassMeFast) in such circumstances you will receive a refund of the Fees less the fees for any services we have provided to you up to the date of termination of the Contract (including the Initial Minimum Payment).
10.6 In addition to notifying us of your intention to cancel your Course using the methods outlined at the “Contact Us” section of our website, you should communicate your intention to terminate your arrangement with your Instructor directly.
10.7 A full refund will be offered on PassProtect if you are within the Cooling-Off Period unless you start taking Lessons, at which point the product is non-refundable. If your booking does not include Lessons, a full refund will be offered on PassProtect if you are within your Cooling-Off Period, unless you sit your practical driving test, at which point the product is non-refundable.
10.8 A full refund will be offered on PassMeTheory and PassProtect if you are within the Cooling-Off Period. If you attend a PassMeTheory session, you waive your right to a refund for the product.
10.9 Any refund given will be made back to the original payment method from which the original payment was made. Refunds can take up to 10 working days from the day they are processed to show in the receiving account.
10.10 Initiation of a chargeback via your bank will most likely result in a delay to your refund.
10.11 If our supply of our services to you (including booking your Course and the Tests) is delayed by an event outside our control, such as delays due to Instructor shortages or inability to book Tests, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us to end your Contract with us and receive a refund for of the Fees you have paid for in advance, but for services not received, less reasonable costs we have already incurred (including the Initial Minimum Payment).
10.12 We can end our Contract with you and claim any compensation due to us if:
10.12.1 you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;
10.12.2 you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service, for example, blocking PassMeFast on the DVSA booking system to book a test for you.
10.13 If you have purchased a Course, apply and fail to obtain finance via one of our finance partners detailed in Section 9, we will offer you a full refund within 14 days of your original booking date. If finance is failed after the 14-day period, your initial minimum payment will be retained and a £100 administrative fee charged to cancel or downgrade the Course.
10.14 In circumstances where you have long term medical issues, that prevent you from completing your Course within a 12-month period, a full refund will be made minus the initial minimum payment, any Course costs that have been incurred and an administrativefee of £150 covering Course cancellation. Evidence may be requested to substantiate the circumstances.
10.15 If you have booked a Course with Us, and not disclosed your requirement for an Extended Practical Test, in the first instance we will offer to downgrade you to a lessons only course. If this is not reasonably practical for you, we will provide a refund less your initial minimum payment and a £100 administrative fee. We do not offer extended tests.
10.16 If you have paid in full and encounter financial hardship and need to cancel your course, your initial minimum payment will be retained, any additional product fees associated with your Course retained and an administrative fee of £150 will be retained to cancel your course. In circumstances where you have only paid the initial payment, this will be retained and no administrative fee will be charged.
11 On Hold & Expired Bookings
11.1 If your Course is placed “On Hold” in accordance with this section, PassMeFast will cease all work relating to your Course until any necessary steps by you, including payment in full of any outstanding amounts, have been undertaken.
11.2 PassMeFast reserves the right to place your Course On Hold if:
11.2.1 You instruct PassMeFast to place your Course On Hold;
11.2.2 PassMeFast has attempted to contact you for any reason, and it has been 7 days without response;
11.2.3 PassMeFast has notified you of a Test appointment and you have not responded to either confirm or reject after 7 days; or
11.2.4 You have failed to pay your any amounts due and payable to PassMeFast within 7 days of a formal request to do so (see Section 7).
11.3 If your course is placed on hold for any reason, the Money-Back Guarantee will no longer apply unless agreed otherwise.
11.4 If your Course is on hold and you wish to reactivate it, you will be charged a £50 administrative fee.
11.5 In the event that your Course is reactivated, PassMeFast reserves the right to increase the Fees in line with Course prices as advertised at the time of reactivation.
11.6 If your Course is On Hold for over 90 days, your Contract will end with us, all fees will be non-refundable and the Money-Back Guarantee will no longer apply unless agreed otherwise.
11.7 When a Course is expired, it may be re-opened if you have paid 50% or more of the balance. A £150 administrative fee is chargeable to re-open the Course and in circumstances where the balance has not yet been paid in full, the remaining balance is payable within 14 days of re-opening the Course. If the re-opened Course expires again (by going on hold for 90 days or more) the Course will not be re-opened. Only Courses that have expired within the last 12 months may be re-opened.
12 PassProtect
12.1 PassProtect is only available on Courses including a practical driving test. It is a fast-tracked re-test package deal offering two fast-tracked practical tests for the price of one (RRP £150). PassProtect is not an insurance product.
12.2 If not purchased at the point of purchasing your Course, PassProtect can be purchased via our sales team or the Student Portal at any point before you start your Lessons.
12.3 The fast-tracked tests purchased as part of PassProtect are non-transferrable and no money will be refunded if re-tests are not required.
12.4 PassProtect does not include any additional tuition hours. Extra Lessons must be booked separately via the Student Portal or the sales team.
13 PassMeTheory
13.1 PassMeTheory is a package deal offering online tuition and resources to increase your changes of passing your driving theory test.
13.2 You can add PassMeTheory to your booking for an additional fee as stated on our website. PassMeTheory can also be purchased via our sales team or the Student Portal at any time after booking.
13.3 You may reschedule any session you have booked via your student portal, up to 24 hours before the session starts. PassMeFast cannot guarantee that any attempt to your session with less than 24 hours' notice will be successful and, in the event that you fail to give at least 24 hours’ notice, you risk remaining allocated to the scheduled session that shall be entitled to proceed in your absence and you shall not be entitled to reschedule or be refunded for the scheduled sess.
13.4 If you book a session and do not attend it, the scheduled session that shall be entitled to proceed in your absence and you shall not be entitled to reschedule or be refunded for the scheduled session.
13.5 If PassMeTheory has been added to your Course as part of a promotional offer, this cannot be refunded or exchanged for another Course.
13.6 PassMeFast is not responsible for any technical issues you experience due to poor internet connection or technical difficulties not caused by circumstances in the control of the Instructor.
14. Essentials Package
14.1 The Essentials package constitutes the allocation of a local ‘Suitable Instructor’ to deliver the Course of hours that you purchase. It does not include a fast-track practical test.
14.2 You must have good availability for lessons Monday to Friday, 8am to 6pm. This will be used to match you to a ‘Suitable Instructor’. You acknowledge that if you have restricted availability and cannot complete lessons within core daytime hours (8am to 6pm) your Course may take longer than the Course completion times stated at the point of purchase of your Course.
14.3 An Essential Package Course constitutes a Course intensity of 2-3 hours of lessons per week
14.4 As part of your package you’ll have full access to our Student Portal and any Customer Experience support required is via our dedicated Email Support Team who are contactable at [email protected]. Telephone support is not available for this product.
14.5 You may upgrade by calling in on 0333 123 4949 and speaking to the CX team. A payment is required to upgrade. They will explain any changes that need to be made to your learning journey to facilitate an intensive course
14.6 Money-Back Guarantee is valid in the circumstances below in which you would receive your Initial Minimum Payment back plus any additional payments that you have made.
14.7 Our refunds policy is set out in Section 10, this extends to our Essentials Package
14.8 Our On hold and Expired Bookings policy set out in Section 11 extends to our Essential Package
15 Our liability to you for losses
15.1 PassMeFast is responsible for losses you suffer caused by us breaking this Contract unless the loss is:
15.1.1 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your Course booking meant we should have expected it (so, in the law, the loss was unforeseeable).
15.1.2 Caused by a delaying event outside our control, including any breaches, actions or omissions by you or by any third party including your Instructor(s). As long as we have taken the steps set out in the Section 10 we're not responsible for delays outside our control.
15.1.3 Something you could have avoided by taking reasonable action, including following our reasonable instructions.
15.1.4 A business loss. You are purchasing the Course as a private consumer, not in connection with business. Consequently, PassMeFast shall not be liable to you for any losses connected with business in any way, including loss of profit, loss of business, or loss of business opportunity.
15.2 PassMeFast is not party to the contract between you and the Instructor for the Lesson. This doesn’t affect any liability that PassMeFast may have for any loss or damage caused by a breach of any legal duty owed by PassMeFast to you.
15.3 You agree to inform PassMeFast of any issues you experience regarding your Course in a timely manner. Any issues that occur prior to the final day of your Course which are only brought to PassMeFast’s attention after your Course has been completed will not be considered by PassMeFast.
16 How we use your Personal Data
16.1 Any personal data provided to PassMeFast by you will be held and processed in accordance with our Privacy Policy, the Data Protection Act 2018 and applicable data protection law as may be enacted and amended from time to time. By continuing to point of purchase, you acknowledge and consent to PassMeFast holding and processing your data in accordance with our Privacy Policy and for the purposes set out below.
16.2 Your data will be used as follows:
16.2.1 to arrange and manage theory and practical driving tests;
16.2.2 to arrange for a driving instructor to contact you regarding Lessons;
16.2.3 to process your payment for the tuition fees and the test fees;
16.2.4 to contact you as may be necessary concerning your tuition, and
16.2.5 to contact you with your consent regarding marketing communications (alerts, promotional material, newsletters, etc.).
16.3 PassMeFast will only give your personal information to other third parties where the law either requires or allows PassMeFast to do so.
16.4 To manage your test booking, PassMeFast will log in to the DVSA website using your details as provided by you on your Details Form, so that PassMeFast receives notifications from the DVSA. By agreeing to these Terms and Conditions, you consent to PassMeFast receiving notifications on your behalf from the DVSA for the purposes of managing your Tests. PassMeFast will contact you should any DVSA notifications be received.
17 Other important terms
17.1 PassMeFast has a zero-tolerance policy regarding abuse, harassment, or violence—whether physical or verbal—towards our staff and reserves the right to terminate our Contract with you in the event that your behaviour poses a risk to our staff. In the event of such termination, PassMeFast shall be entitled to retain the full amount of any amounts paid by you in satisfaction of the Fees (including the Initial Minimum Payment) to cover any amounts paid to your Instructor(s) and PassMeFast’s operating expenses.
17.2 These Terms and Conditions are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
17.3 We can change the Courses we offer:
17.3.1 to reflect changes in relevant laws and regulatory requirements, for example changes made by the DVSA; and
17.3.2 to make minor technical adjustments and improvements, for example to address a security threat or to make updates to the Student Portal.
17.4 We can transfer our Contract with you, so that a different organisation is responsible for supplying your Course. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the Contract. If you're unhappy with the transfer you can contact us to end the Contract within 30 days of us telling you about it and we will refund you any payments you've made in advance for the Course not provided.
17.5 You may change the nominated learner to someone else if we agree to this. There will be an administrative fee of £200 associated with the transfer.
18 Complaints procedure
18.1 We take all customer complaints seriously. Should you wish to make a complaint, please email us at [email protected]. We aim to respond to and investigate all complaints fully within 10 working days.