Terms and Conditions – cycle metrics

Cycle Metrics Terms and Conditions

Issued November 2020

Welcome to Cycle Metrics. By using Cycle Metrics services you agree to these conditions. We feel it is important that you take your time and read everything on this page and if you don’t understand anything please contact us. Every customer and bike we see has unique requirements, to help us serve you as efficiently as we can and save you time, we have a set of Terms & Conditions.

Contents:

Item	Chapter
Responding to your needs	1
GDPR	1-2
Bike fitting	2-3
Servicing and repairs	3-4
The Fix your bike voucher scheme	4-5
COVID-19 operational advice	5-6
Payment terms and conditions	7-8
Work guarantee	8
Working conditions	9
Other information	9
The customer agreement	9

1. Responding to your needs

We have established Cycle Metrics with consideration of market research, with a view to provide products and services that meet customer needs. We understand this doesn’t always fit into neat little boxes of products and that your needs will all vary. From the customer enquiry form and our chats with you, we will always try to make sure we understand your needs, and therefore we will offer a range of services for you to choose from. We aim to have a long term relationship with our customers, because we want you to keep cycling. With your permission, we will send you regular updated and offers that you might be interested in.

2. GDPR – How we use your personal information:

If your enquiry has come directly to us and not via a third party, we will collect personal information including name, phone number, and email address as well as information regarding your enquiry such as make and model of your bike. We collect this information so that we can respond to your enquiry. We ask for telephone numbers in case there is a problem with your email address and to contact you directly should we require further information to fulfil your request.

If your enquiry has come to us from the contact form on the Cycle Tech UK website, Cycle Tech UK will hold your details by opting in or out, or if they can send you a yearly newsletter or service reminder. Cycle Tech UK will forward your details to Cycle Metrics as the nearest authorised mechanic to you. We will use this information to contact you about your enquiry and to provide you with a quote.

Cycle Metrics and Cycle Tech UK will not pass your details to any third parties or anyone else.

If you agree to the quote, we will keep your details during the duration of the work completed to enable us to contact you by phone, email or other suitable platforms that enable us to send through your video quote and information regarding the work completed where appropriate. We will ask you about your preferred and efficient method of communication.

Once we have completed the work or service for you, we will send you an e-mail asking you to opt in to our database to receive notifications, updates or information about new products and services.

We will keep your details (name, email, phone number, information about communication platforms and post code along with the job card) on a secure database for up to 1 year to enable us to keep records of the work we have completed for you and to send you a reminder of your annual bike service (if appropriate). If we do not hear from you again, we will delete all information apart from your email address from the database.

If you are a current, or past customer we would like to keep in touch. We will send you notifications of updates and new products and services via email. Should you no longer wish to receive these updates, you can reply to our email letting us know, and we will stop sending you this information unless you have already chosen to opt-out.

When we send a newsletter, email or service reminder you will have the choice to opt-out. You can opt out at any time.

You can request to see what information we hold about you at any time just send us an e-mail.

Bike Fitting

Rob holds a Level 1 Start Bike Fitting qualification and a Body Positioning (Level 2 equivalent endorsed by the International Bike Fitting Institute) awarded by Torke Cycling.

Cycle Metrics offers a tiered approach to bike fitting as detailed on the website. We can offer advice on which bike fit will suit your needs, but it is the responsibility of the customer to select the bike fit service that suits their needs and to understand what this service includes. This includes the duration of the bike fit. We will allocate an appointment slot for the bike fit. Please allow for an additional 30 minutes to your session, in case we need more time to complete the bike fit.

We are a mobile bike fitting service and do not operate from a shop or workshop. We can offer bike fitting at your home, or a village hall etc. We will ensure the space is suitable before conducting the bike fit. If the bike fit is completed at a customer’s home, the customer must ensure the workspace and work environment is suitable (see working conditions).

The bike fit requires the customer to participate in the cycling activity on the bike fit equipment and, where appropriate, on a bike ride. Therefore the customer must be appropriately dressed, fit to participate in the activity, declare any concerns, medical conditions or injuries in advance, and supply and wear a safety equipment such as a helmet or high viz. We also suggest you bring a drink and additional clothing to keep warm whilst waiting.

The bike fit will include a free bike health check. We will supply you with a record of your health check and recommendations for any work that is required. It is our duty of care to inform you if you bike is unsafe to ride. If we find the bike is unsafe to ride on the road, we will not be able to include the post bike fit ride as part of the service. This can be re-arranged for you once your bike is safe for the road.

During the bike fit we will record personal information and data about you and your bike, including measurements. We will utilise this data to execute the bike fit and subsequently store the data in accordance with our GDPR policy. In storing this information we can assist you with future bike fits such as applying your measurements to a new bike.

We will adjust you bike during the bike fit to suit your measurements and cycling. We will explain these as we progress through the bike fit and ensure you are happy with what we are doing.

Servicing and Repairs

Cycle Metrics is a member of the Cycle Tech Group of Businesses (“Cycle Tech UK”). Customers may find us via the Cycle Tech UK website or directly via Cycle Metrics. As part of the UK’s largest network of independent mobile bike repair specialist, we offer a range of servicing and repair options. The network offers support, consistency of products and services, and quality assurance. Check out www.cycletechuk.co.uk for more information.

Our bike service and repairs offer is in line with Cycle Tech UK. Observe their Price Menu for our charges for inspections, checks, service and call out fees.

Rob holds a EAL Professional Level Two Certificate in Cycle Maintenance.

We will conduct the M-Check assessment on all bikes we see. This is a 32-point bike assessment, to identify any repairs or maintenance needed. We will provide customers with a short video/ technician’s report detailing the condition of the bike and the repairs or servicing work that is required. We will send this short video through to the customer ahead before commencing any work to be done. We will advise whether work is urgent and gain approval for any work to be carried out on the day. Alternatively, we will advise of any items to keep an eye for the future or requires replacing at a certain time or mileage.

Such advice shall amount to an opinion only and Cycle Tech UK or its Members shall not accept liability for any inaccuracies.

Where the customer is supplying the parts we reserve the right to charge extra for fitting parts the customer has supplied. Cycle Metrics has no responsibility for any returns of parts, damage to packaging or liable for warranty issues on the day or in the future, with failure to any parts not supplied by Cycle Metrics. We reserves the right not to fit parts that are not compatible and the right to charge for an on-site visit where parts have been supplied incorrectly and work cannot be carried out on the day.

If the problem with you bike is proving difficult to diagnose a second diagnosis or a more thorough inspection will be carried out as soon as possible, to identify service procedure, tools and parts. The goal is to identify the fault, prepare an estimate for the customer of the additional work and any parts and ask for approval. Then order parts if not in stock or any special order items as soon as possible and schedule in the additional work and keep the customer updated with a completion date.

We aim to complete your service and/or repair to a high standard as soon as possible. Some things are out of our control, parts required may be out of stock, deliveries may arrive late, or even lost, there may be further investigation required to the M-Check. We will do their utmost to keep you informed and updated with a time scale.

Please note that if your bike is an e-bike we are happy to refer you to the nearest specialist. We aim to offer a qualified mechanic in e-bikes in the future.

Riding at an event? Our advice for bikes that are required for an event is to be booked in for a service at least two weeks before to avoid disappointment, with a follow-up check of vital components and cables. These type of bikes and riders tend to put in a lot of miles in training and bike components have accelerated wear rates.

The Fix your Bike Voucher Scheme

In order for vouchers to be eligible for redemption:

The cycle owner must be over 18
The cycle owner must be a resident of England
The cycle owner must not have previously received a £50 voucher through the scheme

The repairs must be necessary to make cycles roadworthy and fit for purpose, this may include:

Inspection, adjustment, lubrication, tyre inflation. Or adjustment, repair, replacement of: – tyres, tubes, wheels and related components;
braking system components;
transmission system components;
any other essential components which prevent safe use of the cycle e.g. deteriorated grips or saddle, failed bottom bracket, failed headset bearings;
components for permanently fitted dynamo-powered lighting systems.

Repairs which are NOT eligible:

replacement or upgrade of existing safe and roadworthy components;
replacement or repair of removable or battery powered lighting systems;
provision of any additional parts or accessories, whether attached to the cycle or for the rider’s use;
replacement of any part or component, even if the replacement is necessary and otherwise eligible, by a component of disproportionate value where a component of a quality and value more closely matching the original is reasonably available. In other words, it is not permitted for new parts to represent very significant upgrading not essential for roadworthiness.

Vouchers will cover up to £50 per cycle towards the Eligible Repairs and parts that need replacement as part of the Eligible Repairs. The cycle owner will need to pay the remainder cost if the cost is greater than £50.
If the cost of the service is below £50, the voucher will only cover for the effective cost of the transaction (less than £50).
A maximum of 1 voucher can be claimed per customer address, and only 1 voucher per cycle.
Vouchers must be valid at point of redemption.

*Please note: Regardless of the repairs you are requesting we are obliged to do a full safety, roadworthy check and report to give an estimate of overall conditions of the bike(s) first. (Known as the M-Check) on any bike, we work on.

Any additional work that we deem necessary will be advised to you for your approval prior to any work being undertaken. If you do not agree to the additional safety work or if any associated worn parts that are not being replaced at the same time, we will not be able to perform any repairs on your bike.

The M-Check is £35.00 and is not charged if the repair is carried out. The voucher does NOT cover the M-check.

What ID do I need to provide?

Accepted forms of customer identification are either:

A valid driving licence photo card with address, or one of the following:
Passport,
National identity card (non-UK),
Residence permit;
A bank card, building society card or credit union current account card;
An armed forces identity card

PLUS

one of the following, less than 3 months old, paper or electronic:

Utility bill,
Council tax bill,
Mortgage statement,
Council/housing association rent card,
Benefit book

COVID-19 OPERATIONAL ADVICE

How your bicycle mechanic will operate:

Collections

We will allocate an appointment time. When arriving at a customer’s address we will call you to alert you of our arrival. We will remain outside and maintain a two-metre distance from the door. If we cannot get hold of you by phone we will ring the doorbell, then step back to the two-metre distance and wear a face mask.

The customer can then bring their bike outside the house and leave it in a suitable place before stepping back inside the house or to a two-metre distance away.

We will handle the bike wearing gloves and disinfect the entire bike- paying particular attention to contact points such as the handlebar, brakes, gears etc. – before conducting any work on it or loading it into our method of transport.

Deliveries

When we return your bike we will arrange an appointment time and notify you of our arrival. We will remain outside, maintain a two-metre distance and wear a face covering.

We will disinfect the bike wearing gloves to make it as safe as possible for your customer to handle. We will leave the bike in a suitable place for you to collect it while maintaining the two-metre distance. We will ensure that you have collected your bike by taking a photo at a distance of you collecting your bike.

When we are working on your bike

We will wear gloves whenever handling bikes. We will follow government guidelines and wash hands frequently for 20 seconds and catch coughs and sneezes in tissues. We will frequently clean and disinfect objects and surfaces that are touched regularly, using standard cleaning products.

Bike Clinics

Bike clinics can operate. Bike clinics are performed outside and measures will be taken in line with COVID-19 restrictions:

During restrictions, we will operate by the rule of 6. We will have no more than 4 people waiting in the designated “clinic” space at any one time.
We ask that customers book an allocated time slot for arrival and do not hang around (although we would love to chat!) once any work is completed.
We ask that customers wait outside the designated “clinic” space until they have been asked to enter.
Hand sanitiser will be available on site and we ask customers to use this pre and post visit to the clinic.
Face masks should be warn.

How your bike fit will operate:

During a national lockdown and when tier three (very high risk) restrictions are in place we will not be able to offer a bike fitting service. We will ensure that we re-schedule any appointments as soon as these restrictions are lifted as a priority.

During tier two (high risk), and tier one (medium risk), we will be able to offer a bike fitting service but will offer additional health and safety measures in line with government guidelines.

Our bike fitter and customers are asked not to attend the appointment if they display any of the three symptoms of COVID-19 or are self isolating.
Ideally, the bike fitting will be one to one. No more than 4 people can accompany you to a bike fit.
Hand sanitiser will be available and must be used pre-and post bike fit.
Bikes will be disinfected pre-and post- bike fit.
We ask that face coverings are warn at all times, apart from when the cyclists is on the bike.

Payment terms and conditions:

Cycle Metrics do not offer any type of credit, late payments or accounts, and customers always pay in full before we return goods or for services supplied. We will provide our bank account number and sort code.

The minimum charge for servicing / repairs is £25.00 for a call out and £15.00 if you bring to a pop-up bike clinic). The minimum fee is not added to the invoice if service or repair is carried out on the day or your bicycle is taken to our workshop. This will include an M-Check inspection, that will include an idea of cost and any advice).

Our minimum charge for a bike fit is £50.00, and we offer a tiered pricing strategy to ensure you book a bike fit to suit your needs. If you attend a bike fit and change your mind about which bike fit you need or cut the bike fit short for any reason, the minimum charge will be £50.00.

Cancellations made within 24 hours of the appointment will be subject to our minimum charges.

If you agree to our quote, please confirm at this point your payment method and how you can be contacted to authorise any extra work?

A bike service or bike check will flag up additional work to be carried out. We will provide a detailed explanation of any work to be carried out as recommendations, including any urgent work and if the bike is unsafe. We will also advise of any items to be monitored for the future or requires replacing at a certain time or mileage. We will gain approval for any work to be carried out.

All jobs we do will be issued with an invoice of work carried out. This may include a job report for extra work required or saying your bike is not safe to ride.

Special ordered “parts” or bikes need to be paid in full at the point of order and cannot be returned for credit, any balance of repair or service paid on completion.

Prompt payment in full requested at the time of invoice. Late payments (not paid on time) will incur an 8% above the bank of England’s base rate, together with compensation at the rate of £40 per invoice.

Any reasonable extra time-on-site may be chargeable. All parts remain the property of Cycle Metrics until paid in full

Payments Accepted: Cycle Metrics accepts immediate payments by BACS transfer, PayPal or Cash. Cycle Metrics does not accept Payments by Cheque

For orders parts, that the customer has asked for and they are not required as a fault is else-wear. Attempts will be made to return parts, subject to post & packaging that the customer may be liable for subject to the supplier accepting returns.

Next-Day Parts Delivery – Cycle Metrics are not liable for items that don’t arrive next day or out of stock items that show in stock at the time of ordering. Out of Cycle Metrics control, there can be problems with the supplier or the delivery firm. We will do our best to keep you updated.

When customers leave their bike(s) for servicing or repairs without pre-arranged storage, and if unpaid within 28 days, Cycle Metrics will assume abandonment and take legal steps of ownership.

7. Work Guarantee:

Cycle Metrics guarantee all our work with our Common-Sense warranty. You expect a job to be done properly and our parts to be suitable for the job and completed in a reasonable amount of time, as is your right. Therefore, if there is any aspect you are unhappy about, then get in touch and we will discuss how to resolve your issue amicably. Similarly, we would not expect you to ask us to be responsible for damage caused by accidents, carelessness, off-road excursions, using any type or water pressure when washing your bike and Neglect (lack of care and maintenance)

Cycle Metrics warrant that their work will be done to a professional standard and any defective work will be corrected free of charge to the customer. Work will be guaranteed for 30 days, subject to appropriate use. The warranty does not apply to abnormal wear and tear. Neglect (lack of care and maintenance) No liability for failure can be accepted by Cycle Metrics for such alternative use, amendment or modification.

Warranty – bikes, parts supplied and fitted by Cycle Metrics are subject to the manufacturer warranty inspection/return. All postage and packaging are chargeable. Any associated parts that require replacing are chargeable. Labour is chargeable.

Warranty – customer supplies the parts. Cycle Metrics has no responsibility for any returns of parts, damage to packaging or liable for warranty issues on the day or in the future, with failure to any parts not supplied by Cycle Metrics.

If you need to get something fixed when it’s under guarantee, please get in touch with us by email and we will arrange to view the bike/issue in question. You will need to supply the invoice for the original work and we will fix any issues free of charge within 30 days from the date of invoice. If at all possible we will fix the problem on the spot, but sometimes that won’t be possible because of the nature of the issue. This excludes the usual wear and tear including using any type of water pressure when washing your bike.

If Cycle Metrics supplied and fitted it, Cycle Metrics will cover any problem in the component caused by a manufacturer’s defect – and fix it free of charge, up to 30 days from date fitted or there will be a Labour charge. This excludes the usual wear and tear including using any type of water pressure when washing your bike.

If you claim on the manufacturer’s warranty, after 30 days, and Cycle Metrics supplied and fitted the part. Cycle Metrics will return the part for warranty repair or replacement from the manufacturer or their authorized distributor ‘our supplier’. there will be a Labour charge involved after 30 days from fitting.

From experience, bikes that retail for £200 or less often have poor-quality components. The result of a failure of important components such as brakes, gears, and pedals can lead to a loss of control leading to life-threatening situations and as such may not be safe to use on public roads, especially if given rough treatment. If presented with a bike where we can see poor quality components, we will advise you of the limitations of the bike and where appropriate recommend upgrades.

10. Working conditions:

When conducting servicing and repairs at a customers address we will carry out all work with the minimum disruption to the customer. However, it is the customer’s responsibility to ensure that there is a suitable and safe place to work on the bike. If no suitable premises are available, Cycle Tech UK reserves the right to make an additional charge for the carriage of the cycle to a suitable place of work.

Where the service is required to be carried out indoors, the mechanics will take reasonable precautions to protect any floor coverings, decorations, and furnishings from damage.

The workplace provided must be free from children and animals to avoid any accidents or injuries.

When utilising a venue sourced by Cycle Metrics, we will be responsible for ensuring the safety of our customers.

We are not obliged to offer any service in a place where there is a Health and Safety risk.

The mechanic is responsible for risk assessment and the Control of Substances Hazardous to Health (COSHH).

Other information

As a member of Cycle Tech UK, we have been granted permission to use The Trade Mark and Logo in accordance with the License Agreement, in the Territory on or in relation to the business.

Due to the nature of the business, and keeping on time for appointment’s, there is a chance of running late. We will do our up-most to keep you informed if we are having any problems on route.

The Customer agrees to:

You certify that you are the owner of any bicycle(s) that you have authorised Cycle Metrics to service, repair or adjust as part of a bike fit. Any other bike or bikes that you have arranged on behalf of friends or work colleague to be serviced at the same time, means you will be responsible for arranging payment, authorising any extra work, organising the bikes to be ready for service and the working area is safe.
Make the bike(s) available at the agreed appointment time.
Be available through the time slot of a bike fit, be appropriately dressed and safe to ride your bike, including a bike helmet.
Change or cancel your appointment with at least 24 hours notice.
Follow COVID-19 guidance.
The terms and conditions detailed in this document including GDPR and our payment terms.

There may be times that Cycle Metrics need to amend these terms and conditions. On the rare occasion that this happens, Cycle Metrics reserves the right to amend these terms and conditions without notice. The latest Terms of Conditions will be dated as per the latest review. It is the responsibility of the customer to ensure they understand the latest terms and conditions