Service Conditions - The Small Print

We aim to deliver the highest standards possible of technical workmanship and customer service. In order to provide this in a professional and a timely manner we ('The Service Provider') have put together these simple Terms and Conditions which you ('The Customer', ) agree to when you leave your bicycle, bicycle frame or bike part ('Item') with us for repair or service.

What you can expect from us

1.1   We agree to carry out any repairs to your item at your request provided that we

  • agree to undertake the repair work
  • are satisfied the repair can be completed safely
  • are satisfied the item will be safe to use in the ways intended by the manufacturer
  • have sufficient storage space required for the item while it is in our possession
  • have the appropriate tools or replacement parts to successfully carry out the repair or
  • can obtain the appropriate tools or replacement parts by any means deemed necessary by us

1.2   We will take due care to ensure that any item left for repair by you is stored and handled in a way that will not unnecessarily expose the item to the risk of damage.

In the event of damage where you believe the item has been damaged by us or other parties with access to our workshop or storage premises, we will take steps to verify the validity of the claim and, where liability is accepted, take appropriate measures to compensate you.

Where liability is not accepted by us, you may wish use an alternative dispute resolution (ADR) service. Information on using ADRs can be found at https://www.citizensadvice.org.uk/consumer/alternative-dispute-resolution/settling-out-of-court/using-alternative-dispute-resolution-adr/


1.3   We will give you either a confirmed collection date and time or an estimated date and time. This may be given in the form of either a date printed on the drop off receipt, orally either in person or on the phone or via text message. We will do everything we can to ensure that we meet the agreed completion deadline and where we cannot we aim to contact all our customers by either phone, email or text message to inform that we cannot. At that time a new collection date and time will be given. No liability will be accepted for alternative transport costs, loss of earning or business incurred by you while your item is in our possession.

1.4   We provide estimates and charge fairly for our service. We endeavour to provide the best possible service that meets your needs and budget. Before carrying out any repairs to your item we will provide you with a quote and will only proceed with the work if you approve and accept our quote. This may be done orally either in person or on the phone, via email or by text message. Where we deem it necessary we may insist on receiving confirmation of your acceptance of the quote in writing by text or email before we proceed with the repair.

 

What we expect from you


2.1   In order for us to carry out servicing operations we require contact information for the owner of the item being left in our possession or a person who has authority to make decisions on the owner's behalf. Ideally we require a first name, last name, post code, telephone number and email. The absolute minimum information you must provide is a first name and telephone number or email address. This is so we can provide an estimate and schedule of works to be carried out and so that we can notify you when the work is complete.

2.2   Once the work is complete we will send you either an email or text message to let you know that it is ready. We require that you pick up the item within seven calendar days of the notification message, unless agreed otherwise by us.

If we do not hear from you by the eighth calendar day then we will apply a storage charge of £1.50 per day starting that day. This charge will be payable in addition to any repair or service charges.

We will send at least two further reminders by text or email over the next two weeks. If by the third week we still have not heard from you then we will send a fourth and final text or email informing you that we may dispose of the item to recover the repair and / or storage charges.

2.3  To avoid these charges and possible loss of your item please pick up your item promptly and get in touch (preferably in writing) if for any reason you will not be able to pick it up on time. We will do everything we can to help you if you are not able to collect the item and you keep in touch with us regularly.