Terms & Conditions
Booking a CBT course
You can book your CBT on line or if you prefer call our office 0208 841 5506 9am - 5.00pm Mon - Fri
For any other type of booking you will need to call our office to check availability and to make a booking.
Methods of payment:- Acceptable methods of payment are cash or debit cards. We also accept Credit cards and American Express charge cards and corporate cards.. Please note that we no longer accept cheque payments.
CBT BOOKING POLICY:
Full payment will be required when making a booking
You may amend your CBT course date or cancel the booking completely any time up to 3 clear days before your course, this date is shown on your confirmation. If you cancel completely without a re booking, you would receive a refund less a 10% administration fee. Alternatively, if your not ready to confirm a new date we could hold your full fee in credit for a booking for another date without incurring any charges. After this date has passed the course is fixed and is non changeable under any circumstances and you would lose the course fee if you do not attend, amend the date or cancel the booking. If you have booked late ie. less than 3 clear days before the course the above date does not apply and the booking is non changeable or refundable.
Once a booking has been made or a course has started no refund of deposits or fees will be given if you cancel, fail to attend or complete your course for any reason or circumstance**
** If a CBT non attendance is due to a medical emergency reason and you should contact us by phone and if you can provide a doctors or hospital letter as evidance , we will consider a no penalty rebooking
WE WILL NOT BE ABLE TO TRAIN YOU IF:
You do not attend on time and miss the start of the CBT course,
You cannot present a valid original U.K (or Euro with D91) licence
You are unable to read a vehicle registration plate from 20.5 meters.
You are not appropriately dressed to partake in CBT training.
You are not medically fit to ride a powered 2 wheeler.
You cannot communicate in English and have not brought an interpreter along.
You do not have the balance to ride a push bike.
You are unable to place both feet on the ground when sitting on a scooter/motorcycle.
We regret in these situations you would not be able to join the session and would lose your course fee, and would therefore need to pay again in full should you wish to rebook in the future.
CBT Lateness and failure to attend :-. You are required to attend on time so please allow sufficient time for your journey to get to us. In particular CBT group session courses are regulated by legislation, they have a pre-set modular syllabus therefore they cannot be delayed or postponed for an individual. Late attendance can lead to you missing your training session and your fees being forfeit. We cannot offer refunds or compensation for missed training sessions or tests.
CBT course level cancellation:- We base our CBT courses on having the min. of 2 students booked on the course. If bookings do not achieve this min level , or bookings drop beneath this min. level we will need to reschedule your course to the nearest alternative date. If an agreeable alternative date cannot be found you would be entitled to a refund of the fee paid.
CBT continuation fee:- Once a course has started If you need to continue your course on another day/part day for whatever reason an additional £60 fee per day/part day would apply. This is subject to that the continuation is taken no more than 30 days after the original course date, otherwise after the 30 day period the full CBT price would apply. This offer is not applicable on personal instruction CBts where in the situation the full fee (CBT + 60%) would be payable again for each extra day or part day.
Novice riders:- If you have zero experience particularly if taking a geared CBT we would strongly recommend that were possible at least 5 days before your course you attend a free 1/2 hour taster session.. This will enable us get you up and running so your not struggling with control on the day.. If you cannot make a taster we will do our best to teach and assess you on the day, however please bear in mind that occasionally some people have great difficulty and it may become necessary to continue training on another day or days where a continuation fee of £60 per day would apply.
FULL Licence Courses:-
You will to call us to book your full licence course as theese courses cannot be booked on line or by email. Call our office 0208 841 5506 9am - 5.00pm Mon - Fri.
Deposit:- A deposit (part payment) of £200 min will be required at time of booking with the balance becoming due at the latest on arrival on the 1st day of your course.
You may amend your full licence course date or cancel the booking completely any time up to 14 clear days before your course.. If you cancel completely without a re booking, you would receive a refund less a 10% administration fee. Alternatively, if your not ready to confirm a new date we could hold your full fee in credit for a booking for another date without incurring any charges. After this date has passed the course is fixed and is non changeable under any circumstances and you would lose the course fee if you do not attend, amend the date or cancel the booking. If you have booked late ie. less than 14 clear days before the course the above date does not apply and the booking is non changeable or refundable. additionally If we have booked on your behalf either a mod1 or mod 2 test and the DVSA cancellation date has passed you would be liable for these fees as well. Please note that the DSA will not under any circumstance refund your Mod 1 or Mod 2 test fees.
Once a booking has been made or a course has started no refund of deposits or fees will be given if you cancel, fail to attend or complete your course for any reason or circumstance
Assessment:- Before booking or starting a full licence course where practical we would like you to attend a short free assment so we can check your suitability to full licence training and to advise of the correct duration of our courses. Please note that by booking a course that is either too long or short can be counter productive. Call us to book this free appointment
DVSA TESTS Mod 1 & Mod 2 As part of your full licence course we will book your Modules 1 & 2 test appointments on your behalf. THESE ARE YOUR TESTS ! Please be aware that if we are unable to train you due to lost training days due to your non attendance for part of your course or due to adverse weather conditions and there is insufficient time ( 5 working days) to cancel these tests you would be liable for cost of these tests. Additionally If you have asked us to book a Mod 2 test and you were unable to take or failed a mod 1 test or the test is not conducted by the DVSA due to the weather or you forget to take your documents or for any other reason you will not be able take a MOD 2 Test. In this situation you would need to pay for another Mod 1 fee and bike hire and additionally you would loose the Mod 2 test fee if less than 5 days notice is given. It is for this reason we suggest that you leave at least a week between mod 1 and 2 tests. Current DVSA charges are Mod1 £15.50 & Mod2 £75 (July 2019)
Lateness and failure to attend :- You must attend all the pre scheduled days of training in full. You are required to attend on time so please allow sufficient time for your journey to get to us. Late attendance can lead to you missing your training session and your fees being forfeit. We cannot offer refunds or compensation for missed training sessions or tests. Our full licence courses are sold as a package and we can not offer refunds for part elements/tests not attended.
Documents and check-in and general matters
Course timings:- Our courses usually start at 8.45am and finish at approx 3.30pm, bring any food or drink you may require, there is usually a lunch break which could be up to 2 hours on CBTs. After the CBT has been gained on full licence courses some times a lunch time visit to a café is made instead of return to base so bring some cash with you. Please check with your instructor! There maybe a variation of times on Mod 1 or Mod 2 test days
Licence:- Legally you must bring a valid UK Photocard licence or an old style u.k paper licence with a valid passport as I.D to partake in CBTs, training and DVSA tests. . If you have an EU licence you must bring your EU licence plus a D91 authorisation letter from the DVLA. All documents must be original, photo copies are not permitted. International licences are not permitted. If you fail to bring the correct documents with you we will not be able to train you and you would not be able to take any kind of training or DVSA mod 1 or Mod 2 tests would therefore forfeit your course and test fees.
Full licence courses:- In addition to your Photo card licence (or old style licence & passport).Once you have gained your CBT,Theory and Mod 1 certs, they must be presented daily to us on check in and carried with you at all times especially on test days! We will not be responsible if you forget to take your documents along for DSA tests and further test fees and bike hire charges would would apply for a rebooking.
Own Bike You may use your own bike for CBT training please ensure that its legal, is taxed and has L-plates fitted. We will need to see your insurance and Mot certificates. Remember that it would be an offence to ride on the public road to us if you do not have a current CBT so you will need to arrange a collection/delivery at your expense. If you fail to bring your documents or your machine is not roadworthy for an additional fee it maybe possible to hire one of our vehicles on the day, if this is not possible you would forfeit your course fee. If you want to use your own big bike for A2 or DAS training please contact us to make arrangements,
Clothing:- Please dress for the time of year and the activity. We would suggest that you wear a sturdy jacket and trousers and boots We will provide a safety helmet, day-glow tabard, and water resistance leggings. For hygiene reasons we recommend that you bring your own gloves. You may wear your own equipment, if so helmets must meet ECE 22.05 or BS6658. Followers of the Sikh religion are not required by law to wear a helmet, however many of our Sikh customers choose to wear a head scarf /bandana under a helmet..If your taking a full test with the DSA you will need to be wearing suitable clothing and footwear otherwise they will not conduct the test and you would loose the test fee. Please check with us if your ensure.
Non/poor English speaking:- To participate in training you will need a reasonable command of the English language, if this is not the case you must advise us and you will need to bring along a friend who is fluent to act as your interpreter. The interpreter will need to be with you for the full duration of the course and will need to ride pillion on the Instructors bike during any road ride element. If its found that we cannot communicate with you correctly and you have not provided an interpreter this could compromise your safety. In this event we will not be able to train you and the course will be terminated and fees would be forfeit. If the course is started without an interpreter but it becomes apparent that your lack of communication is compromising your safety and progress you will need to be rebooked at the fee of £60 to continue the course at a later date on the basis that you bring an interpreter with you.
Highway Code:- Although no formal test is given on a CBT course it is essential that you read a Highway Code prior to training. It is particularly import to understand the Highway code and the rules of the road if you are a provisional licence holder and/or someone who has recently arrived from a foreign country. You will need up to date knowledge of the code its rules, traffic signs and regulations. Remember you will be riding on public roads as part of your training and will need to demonstrate to your instructor correct safe procedures. Failure to do so may cause the training to be stopped and would result in the loss of fees.. .
Balance/Height:- In order to participate in training you will need to have the balance to ride a bicycle and additionally you will need for your feet to be able to comfortably reach the ground when sitting on our machines. For persons under 5' 1'' (scooters) 5' 3" (motorcycles) this could be an issue so if your in doubt its best to arrange to visit us to sit on a machine for size prior to making a booking. If its found that your balance/height would compromise your safety, we will not be able to train you the course will be stopped and your course fee would be forfeit
We have a range of 125cc, 500cc and 650 cc geared motorcycles and automatic 50cc, 110cc scooters for loan. On CBT courses we tend to use 50cc & 110 cc autos and 125cc geared motorcycle and scooters. Although we cannot make any guarantees please advise us if you have any particular machine requirements when booking , however on the day we may have to make a substitution if it becomes necessary. If you are taking a CBT on a geared machine without any previous experience we would strongly suggest you book a free 1/2 taster session with us at least a week before your course.
Instructors, Group Size and Bikes:- Our instructors are fully qualified and registered with the DVSA, some are CBT only others are further qualified for A1,A2,DAS and ERS. We try to keep you with the same instructor & on the same bike during your course but this isn't always possible due to scheduling, maintenance, holidays and rest days. We are happy to accept a request for a particular bike or instructor but cannot make any guarantees especially if your course involves multiple visits. Unless you have booked personal tuition our courses are based on group tuition as follows- CBT 4:1 site & 2:1 road. A2,A, or ERS max 2. Geared conversion and A1 max 3. We try to match students with others of a similar ability but sometimes even with the best planning it is not possible.
Eyesight:- It is a legal requirement to be able to read a number plate from a minimum distance of 20.5 metres with or without glasses or contacts, which must be worn throughout your training.. You must ensure you can meet this standard, you will be given an eyesight test from this distance at the start of a CBT course and also at the DSAs test centre if your taking a full licence. If you fail to meet this legal standard we will not be able to train you and a £60 rebooking fee would apply on CBT courses and the Test fee and bike/instructor hire on full test appointments.
Fitness:-If you have any medical condition including pregnancy, physical impairment or mental illness that may prevent you from safely participating in rider training you must bring this to the attention of Passmasters Rider Training prior to making a booking. You may be required to providing us with written evidence from a medical practitioner as to you suitability to train. Failure to disclose information to us could invalidate insurance cover and would result in the loss of any fees paid if we cannot train you. . If your instructor feels that a medical condition has not been disclosed which could compromise safety we may have to terminate training and you would loose any fees paid.
If you are training on one of our machines you will have fully comprehensive cover with no excess to be paid in the event of any accidental damage to the machine, property or our equipment. Any malicious or negligent damage would however be chargeable. All instruction, training and riding is completely at your own risk .In common with most training schools we do not provide personal accident or life insurance cover so we strongly recommend you obtain suitable cover.
Car parking and our office:- Car and bike parking is plentiful and free. Your car/bike and your property are left at our site and office your own risk and we will not be liable to and claims or losses
Conduct and behaviour
Passmasters reserves the right to terminate training and any further tuition at any time- should an instructor, member of staff or any third party be subject to violence, physical or verbal assault or threatening behaviour. Additionally if a customer shows an unsuitable or aggressive attitude, or is driving our vehicles dangerously or taking risks that could endanger themselves or others the training would also be terminated. In these events all fees would be forfeited.
Passmasters reserve the right to refuse training to any person or to transfer to a more suitable course should it become necessary.
Traffic offences: customers are liable for any parking tickets, traffic offences, prosecutions, points, and fines which they may commit/incur.
Drink and Drugs:- If your instructor suspects that you are under the influence of either Drink or Drugs the course will be terminated with no refund of fees
CUSTOMER SERVICE PLEDGE
OUR SERVICE STANDARDS:
When you visit us we will:
Greet you in polite and friendly manner
Help you with access or language requirements as best we can
Provide you with advice and guidance to achieve your goals
Provide a motorcycle to meet your individual needs for CBT (i.e. geared or automatic)
When you telephone we will:
Answer your call in a polite and professional manner
Answer your call as quickly as possible – our aim is to answer 50% of calls within 10 rings
Respond to all messages left on voice mail or answer phones within 1 working day
When you write to us or email us we will:
Acknowledge your letter or email within 3 working days
Explain why it will take longer, if we cannot reply in full within 10 working days
Reply to you in plain, jargon free English
OUR PLEDGES TO YOU:
To treat you with courtesy and respect
To provide training services that meet your needs
To be honest and open, take responsibility for your training and ensure you get the right advice and information
To ensure all communication with us is clear and helpful
To use your feedback to help us improve our training services in the future
WHAT WE ASK OF YOU:
Please treat our staff and premises with respect and consideration
Please give us all the information we need to deal with your enquiry
Please give us honest and constructive feedback so that we can improve our services in the future
Please tell us if you have particular access or language needs
We recognise on occasions we may get it wrong or not do something that you think should have been done
WHERE WE HAVE LET YOU DOWN WE WILL:
Try to put things right straight away
Give you an explanation as to what happened
Agree a solution with you, where we can
Use what we learn from our mistakes to help improve our services for the future
We will keep a hard copy of your CBT certificate and your personal details on our booking system (take a byte) for 2 years after completing your course. This is done in case you need a duplicate copy or a expiry reminder, after this period the copy and your personal details will be deleted and destroyed.
We do not store credit card details, online payments are handled by First Data and telephone orders and face to face transaction are handled by First Data or World Pay. We do not sell, distribute or lease your personal details with third parties unless we have your permission or are required by law**
** We need to share your information and driver licence details with the DVSA and DVLA in order to carry out CBT functions such as filling out your certificates and booking your mod 1 and mod 2 bike tests.
MCIAC online survey
We are going through the process of gaining MCIAC accreditation for a school that gives an excellent standards of training and service.
If you have given your written consent to participate they may contact you to give your feedback regarding your course experience and quality of service
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TERMS AND CONDITIONS
PASSMASTERS RIDER TRAINING
ALSO AT PASSMASTERS.CO.UK