Below are lot's of T's and C's relating to the different offerings we have. Please do e-mail us if you wish to have anything clarified. (firstname.lastname@example.org)
Have you paid in advance for your labour?
Great! We hope you used the discount code that is plastered all over the booking system. If not let us know and we’ll work something out for you. So why do we want you to pay in advance? In short, it is so we know you will turn up. What we really don’t like is customers’ not showing up for their appointments. It leaves us twiddling our spanners and exchanging pleasantries with each other. So, we hope, that by offering you a healthy discount off your labour that we can rely on your bike being with us for its booked in service.
If you haven’t paid in advance for your labour, we know there is a bigger chance of you not showing up. It’s nothing personal, it is maths. (Ok, it’s experience.) So given this, unless you pay for the labour when you book online we are unable to apply the booking discount.
Not all bikes make it out the other side.
Our mechanics work to high standards, we want the machine that we work on to give you trouble free riding for the next 3, 6 or even 12 months. We are not salesmen, we are here to have a frank and honest conversation with you about what you need from your bike and accordingly how many parts you shall need to fix or replace. If you decide your bike is un-economical to repair we shall not charge you. If you have already paid for your labour we are happy to refund you. If you decide that a new bike is a better decision we are happy to give you a 10% discount on the rrp of your new bicycle, if we supply it. We are happy to dispose of your old bicycle for you for a charge of £30.
We now have a selection of fairly decent and reliable courtesy bikes. They come equipped with mudguards and a rack. They are free to use to our customers who are having their bikes serviced with us, if they are reserved in advance and are available. There is no charge for the hire but whilst under the customers’ care of duty they are your responsibility. If they are stolen or are damaged beyond repair the cost to you, the customer is £400. When lending them we debit £1 from your debit or credit card, to be deducted from your service when you collect your bicycle. Any damage is chargeable at our normal workshop rates. We can lend you a lock but recommend you use your own as well. We also require our bikes back within 48 hours of you being notified of the completion of the work to your own bicycle. Otherwise our rental fees apply of £20 per day. Like all bikes, you may be unfortunate enough to suffer a puncture or some other form of mechanical breakdown. We shall do what we can in these instances to help you but we are un-likely to be able to come out and fix it, so you will have to fix it yourself or find a shop who can do it for you. In such instances, unless something is wrong with the bike already we are afraid that we will not be able to reimburse you the cost of repair. It is in the random nature of punctures which occasionally strikes us all down.
On the day of your booked in bicycle service.
We shall want to stay in touch with you. We can call or e-mail. If you need any parts, we’ll need to explain these to you during the course of the service. We won’t always be able to tell you in advance, so we shall need to be in touch with you or a responsible guardian throughout the actual day. If we do not hear back from you until the end of the day, we’ll quite probably have to move your service to the next available slot. This is rarely the following day, often we get booked up and the next slot could be a few days away. Please bear this in mind, if we can stay in touch then we can get the work done all the sooner! Let us know if this is a problem and we’ll spend some time with you when you drop your bike off going through which parts may be necessary.
Cancellation or re-booking of your booked in bicycle service.
Please give us at least 48 hours’ notice should you wish to cancel or postpone your service, this allows us to try and re-book the empty slot.
If you have paid for your labour online we cannot apply further discounts to the labour. Sorry! But the good news is we shall honour your club or membership discount on the parts. Wahay!
We do not price match parts on services. See below for more detail. We are open to a conversation on price if you want to replace your groupset, frame or make a big single purchase such as a new speedy bicycle or a turbo trainer etc.
Repairs and the Internet.
Our workshop labour rates are worked out in careful consideration with the margins we hope to achieve on the parts we fit. If we lose one of those two sources of income our workshops make a loss. We do not mind fitting customers’ parts that they have bought in with them as long as we are informed in advance. If the customer brings in the wrong parts however we lose a servicing slot for that day, so in these instances we reserve the right to charge the customer for a second booking slot. I.e the applicable service.
We do object to customers buying the parts which we suggest they need online. For this reason, we have learned to value our knowledge and not give out specific details including part numbers. If a customer insists on buying the parts we recommend online we shall have lost a servicing slot for that day. In this instance we shall:
A/: Re-book another slot and re-charge the customer for the service.
B/: Add a 40% surcharge onto the price of the service we carry out to make up for our loss in margin.
C/: Do both A and B. As that would still only average potential losses out to a normal income for us.
This sounds quite harsh, but we want to serve our customers in the best possible way. We offer a specialist service and our standards are high. We love having good relationships with our customers but good relationships are mutually beneficial. We are after all a business and we cannot rely on our labour rates alone.
Bikes are like children, sometimes it is far easier to just leave them at school all week. But space for us is a commodity and we need as much of it as we can get. One bike does not take up much space, but when you have 30 in your shop things start to get cramped. So stay in touch and please try and collect your bike within 48 hours of the service being finished. Unless otherwise agreed, after a week we will start to charge you £7.50 per day storage fees. After 30 days we shall be in a position to dispose of it or sell it to recoup costs. We have done this in the past. It is not a nice business but sometimes necessary.
Same day servicing.
We know you need your bike. We strive to finish our jobs on the same day of servicing, but this is not always possible. We carry a very large stock of parts but there are often parts which we have to order in. Bicycle suppliers work on 24-72 hour delivery schedules, so sometimes there will be a delay to your service, but we do our best to minimise this.
Buying things in our shops.
If you buy a product from us that was on sale or was sold with a known defect we reserve the right to use our discretion as to whether we shall accept it as a return or not and may refuse to refund or credit you if we have a good reason.