Terms of Business

We care about providing you with the full details of the contract being entered into between you, "the Customer", and us, Flair Training, "the Company". We have endeavoured to ensure that all our terms of business are fair and are designed to protect both parties should the need to refer to them arise.

(1) Course fees and payment

(1.1) Bookings are usually made by phone, but can also be made in person at our office or online. The booking details are entered on our candidate portal, and the customer is sent confirmation by email. The confirmation shows the services booked, the price and the date any balance is due (the "due date"). We will send a reminder by email shortly before the due date.

(1.2) The booking confirmation emails referred to in (1.1) are the customer's proof of entitlement to the products and services listed in them.

(1.3) Deposits, part payments, balance payments and instalments are refundable or transferable only as set out in our refund policy in Section (2).

(1.4) All courses must be completed within six months of the date the deposit is paid. After this time the contract will expire and any unused training is void. A customer may ask for this time limit to be extended, but the request must be made in writing or by email before the six months expire. The time limit allows us to guarantee that the course price will not increase during the contract. Extensions are charged at £50 per month or part month. If a course expires and the customer wishes to continue training, any price increase since the original booking date will be charged.

(1.5) Payment can be made by:

• Card, through Stripe, in our candidate portal or by calling our office
• Online bank transfer, or in person at any NatWest branch, to: Flair Training, sort code 60-03-22, account 96300493, reference: your name or Flair ID
• Cheque, payable to Flair Training

We will never ask you to pay into a different bank account by email or text. If you receive a message like this, call us on 01245 860347 before making any payment.

(2) Cancellations and refunds

(2.1) Cooling-off period. In accordance with the Consumer Contracts Regulations 2013, where a course is booked without face-to-face contact (for example by phone, email or online), the customer may cancel within 14 days of the booking. This is the "cooling-off period". It does not apply to bookings made in person at our office. To cancel, the customer must tell us clearly, by email to info@flairtraining.co.uk, in writing, or by phone followed by an email confirming it.

(2.2) Cancelling within the cooling-off period after training has been arranged. If the customer asks us to start any part of the course within the cooling-off period and then cancels, they must pay for what has been provided up to the point of cancellation. This includes training sessions given, course materials used, and DVSA, theory or medical bookings we have already paid for on their behalf that cannot be refunded to us.

A short-notice booking is one where in-vehicle training is due to start within 3 weeks of the booking date and a test date and training seat have been allocated to the customer. By making a short-notice booking, the customer asks us to buy the test and arrange the training straight away. If the customer then cancels, we will always try to find a replacement candidate to take up the dates. If we cannot, the allocated training sessions and tests will be charged in full, less anything we are able to recover.

(2.3) Cancelling after the cooling-off period. After the cooling-off period, money paid is not refundable except under (2.4) or (2.5), or where we are able to fill the customer's allocated training and test dates with another candidate. In that case we will refund the money paid for those dates, less the cost of anything already provided, any fees we have paid that cannot be refunded to us, and an administration charge of £35. The six-month time limit in (1.4) still applies to any training not cancelled.

(2.4) Licence refused, suspended or revoked. This term applies at any time, including after the cooling-off period. If the DVLA confirms in writing that it has refused to grant LGV provisional entitlement, or has suspended or revoked the customer's driving licence, all money paid will be refunded less an administration charge of £50 and any costs we have already paid on the customer's behalf that cannot be refunded to us, such as a medical already carried out or test fees.

(2.5) Exceptional circumstances. The Company may make a refund in other exceptional circumstances, such as unusual compassionate situations. In these cases an administration charge of £35 will be deducted. In some circumstances we may also allow the customer to transfer outstanding training to another person.

(2.6) A refund is not authorised until the Company has confirmed in writing that the customer is entitled to it.

(3) Driver training

(3.1) Driver training is given with a candidate-to-instructor ratio of 1:1 for 4 hours, or 2:1 for 8 hours. Each block is called a training session. We use our experience to plan the course around vehicle availability and DVSA test times. If the session times or ratio are not convenient, the customer may ask for changes before the course starts, at no charge.

(3.2) Where a session includes a DVSA driving or reversing test, the test itself and the travel to and from the test centre are included in the session time. A 4-hour training and testing session starts and finishes at our training centre.

(3.3) Once a session has been confirmed in writing or by email, if the customer cancels it the training time will be lost unless we can find another candidate to take it. If we can reschedule, an administration charge of £25 applies. There is no charge where the cancellation is for medical reasons and covered by a doctor's certificate.

(3.4) Alcohol, drugs and illness. If the Company or its trainer considers a candidate to be under the influence of alcohol or drugs, that session and all outstanding sessions will end and all fees will be forfeited.

If a candidate arrives unwell, for example with flu-like symptoms or any illness that makes it unsafe or unreasonable for the trainer to share the cab with them, the trainer may end the session or not start it. A DVSA examiner may also refuse to conduct a test if they consider the candidate unwell, and the DVSA does not refund the test fee or pay compensation when this happens. In either case the session is treated as a cancellation by the customer under (3.3): the training time and any test fee are lost unless we can find a replacement candidate, and any further training or test is charged at the current rate.

All candidates should arrive fresh, well and ready to train. If you feel unwell before a session, tell us as early as possible so we can try to find a replacement candidate.

(3.5) The Company is not responsible for personal items left in a training vehicle or on its premises.

(3.6) Smoking and vaping are not permitted in any training vehicle.

(3.7) We will keep customers in the same vehicle and with the same instructor as far as possible, and will only change them for reasons such as mechanical failure, holidays or sickness. We cannot guarantee the same vehicle, instructor or test centre for initial training or for retests.

(3.8) If the instructor considers that the candidate has not reached a high enough standard to take the DVSA practical test safely, training will continue until the end of the session but the test will not go ahead and the test fee will be lost. In these rare cases the customer pays for the next test.

(4) Retest training (free, half price or paid for)

(4.1) Retest training covers vehicle hire only. It does not include the DVSA reversing or driving test fee, which the customer pays at the current rate. Free or half-price retest training is limited to one training session per retest attempt.

(4.2) Free or half-price retest training will take place at the same test centre as the previous test, because the candidate will know the area and have a better chance of passing. Sometimes the DVSA cannot offer a test there, although other test centres may be available. In that case the candidate can choose one of these options:

1. Wait until a test becomes available at the previous test centre. Flair has no control over this and the wait may be considerable. Flair may require the candidate to attend one or more free observation days, as described in (4.11). This keeps the entitlement to free or half-price training.
2. Add an extra session to the free or half-price one, charged at our current price, to become familiar with the new test routes. This keeps the entitlement to free or half-price training.
3. Take the free or half-price session with no extra training and test at another centre. This ends any further free or half-price retest training, and all later retests are charged at the current price.

(4.3) Where a booking includes a retest training session, the test itself and travel to and from the test centre are included in the session time. A 4-hour training and testing session starts and finishes at our training centre.

(4.4) A candidate whose previous test report shows two or more serious or dangerous faults, or an ETA (examiner takes action), or any combination of these, will need at least two retest training sessions. 13 or more driving faults count as a serious fault.

(4.5) Where (4.4) or (4.7) applies and the customer does not want to book a second session, we will allow this, but it ends any further free or half-price retest training and all later retests are charged at the current price.

(4.6) If a candidate ends their driving test early, or the examiner ends it early on public safety grounds, the candidate will need at least two retest training sessions. If a test ends early because of mechanical failure, (4.4) applies only if the test report or examiner shows that two or more serious or dangerous faults had already been recorded.

(4.7) If a candidate does not book a retest within 2 months of failing a test, they will need at least two retest training sessions for the next retest.

(4.8) Where (4.4), (4.6) or (4.7) applies, the candidate still receives one session free or at half price and pays for the second session at the current rate.

(4.9) A candidate entitled to free or half-price retest training who misses any part of their original scheduled training, including arriving late for a session, will have broken their agreement and must pay for any further tuition. This prevents candidates missing training and then claiming free or half-price training after a fail.

(4.10) Free or half-price retest training applies only to the DVSA practical driving test. If a candidate fails the manoeuvres test (reversing and uncoupling), additional training is charged at the current rate.

(4.11) If a candidate entitled to free or half-price retest training fails the DVSA test, Flair may require them to attend additional observation training before another test, so that they have had enough remedial training to reach test standard. This may be driving, observing another candidate under instruction, or a full mock test conducted by an ex-DVSA LGV examiner. This always applies if the retest is more than one month after the failed test, and may apply in other circumstances. If a test does not go ahead because the trainer considers the candidate not yet at test standard, observation training will always be used first, and a candidate entitled to free or half-price retest training will need an additional paid session before the next test. If a candidate declines the additional training, any further free or half-price retest training ends and all later retests are charged at the current price.

(4.12) The Company may cancel a free or half-price retest option included in a booking, in which case the customer will receive a full refund of what they paid for that option. Reasons may include, but are not limited to, no suitable test dates, a candidate's limited ability to take instruction, or the safety of other road users.

(4.13) If a candidate chooses to use part of their driving training for extra reversing practice, any free or half-price retest training is forfeited. This ensures candidates receive their full scheduled driver training before the practical driving test.

(5) DVSA and driver testing

(5.1) The Company cannot be held responsible for a practical test being cancelled by the DVSA (Driver and Vehicle Standards Agency).

(5.2) If the DVSA cancels a test, the customer will be charged for one extra training session's vehicle hire. This can usually be reclaimed from the DVSA, and we will help the customer make the claim. It cannot be reclaimed if the DVSA cancelled the test because of bad weather, poor light, a problem with the vehicle, or a problem with the candidate, such as becoming unwell during the test. If the test is cancelled because of a problem with our vehicle, there is no charge to the customer. Details are on gov.uk.

(5.3) Tests bought from the DVSA on the customer's behalf are subject to the DVSA's terms and conditions. If the DVSA increases a test fee after the customer has booked with us, the customer must pay the increase.

(5.4) The customer must show the examiner the correct documents at the start of each practical test. These include, but are not limited to, a current driving licence showing the correct entitlement, and the theory, CPC case study or reversing test pass certificate. If they are not produced, the test will not go ahead and all fees for it are lost. The documents needed depend on the test and the candidate's existing entitlements; gov.uk lists what to take, and we will remind candidates before each test.

(5.5) Where we book a practical or theory test for the customer, we will check the date is acceptable. If the customer later asks us to change it for any reason, an administration charge of £10 per test applies.

(5.6) Where a customer asks us to book a theory or CPC Module 2 retest after failing, an administration charge of £15 applies.

(6) Other terms and complaints

(6.1) If training is lost through a mechanical breakdown or an instructor being unavailable for any reason, the Company will provide the same amount of training at no extra cost.

(6.2) The Company accepts no liability for indirect losses, such as loss of wages, arising from (5.1) or (6.1). Nothing in these terms limits our liability where the law does not allow it to be limited, including for death or personal injury caused by our negligence.

(6.3) If we move our training base, future training will be offered from the new location. No compensation is paid for extra travel unless the extra distance is more than 50 miles, in which case the additional cost will be reimbursed at our current travel rates.

(6.4) Complaints. If a customer is unhappy with any part of their training, they should tell us as soon as possible so we can put it right. Complaints should be sent by email to info@flairtraining.co.uk, or in writing, within 14 days of the event. We aim to reply within 7 days, and usually much sooner. Our training vehicles are fitted with trackers, and we may use the record of a training session when looking into a complaint about training time. If a candidate would prefer a different trainer for future sessions, we will do our best to arrange it.

(6.5) These terms are available on our website and from our office. When booking, customers confirm in our candidate portal that they have read and accepted them, and a link to them is included in every email we send.

(6.6) These terms do not affect the customer's statutory rights.

Document reference TC0127, issued 12 November 2026.