Term's of Business

Thank you for coming to this page, Martin Wilkins founder & owner of Cycle Tech UK (High Wycombe) feel it is very important you take your time and read everything on this page and if you don't understand anything please talk to us or email me direct. I have also added links to offer more information.

Introduction:
I have been a mechanic for most of my working life, even before I left school I was fixing bicycles. And in that time I have seen a lot of bicycles with many different problems, from bikes that are being ridden that are totally worn out and unsafe to be used (Let alone being ridden on public roads) bikes that have been put together incorrectly or with the wrong parts.
Firstly I see myself as being very lucky to have a job I enjoy in our modern and busy lifestyles we all lead today. I actually like fixing bicycles and helping people to enjoy more time cycling. Some of you have already visited me at the Saturday Bike Clinic or I have visited you at your home and you find this service fits in with your busy life and commitments. It also gives me the chance to show you what is wrong/worn out with your bicycle, before you hand over your hard earned money. I am not here to try and rip people off, as there is plenty of work that keeps me very busy, but on the other hand I don't work for free. I want to be known for offering a good service and you feel you have had great value. Even when I am called to fit only a tube, it often also involves adjusting the brakes and gears after refitting the wheel, as I would not just do half a job! Some people do expect more for their money and don't expect their bike to need repairing or parts need replacing so often and the repair could even out value the bike. Often only having their bike repaired when something is wrong or becomes un-rideable, bit like going to the Dentist only when you have a tooth ach. People do find out sooner or later that their is more to bicycles than one first thinks. If parts are worn out they will need replacing. Bikes do not last forever, they also do need regular maintenance, checks before their is a problem and there are some checks that should be done before every ride! In the trade this check is known as The M check, also view How To Video. If you are unsure what these checks are, please ask and we are happy to email you a check list. This information can also be found in your handbook that comes when you perched your new bicycle, it should also include service intervals. (If not do ask) Every bicycle is different and is assembled with many parts, of different materials. Even if your bicycle has not been used for over a year, it will require an inspection. For example; tyres, tubes and brake pads can become perished, making your bicycle unsafe and inefficient. Ridding your bicycle with the tyres under-pressure will damage them and cause dangerous handling. Even cleaning your bicycle can make it unsafe to ride or rapidly wear out parts. Please see; Regular Cleaning. And Chain Wear & Care
Cycle Tech UK do see each customer and their bicycle(s) as being unique, with different requirements and when a bicycle does come though our workshop Cycle Tech UK want to offer the very best service and advice.

Good mechanics take their time with customer’s bikes, they do not rush procedures and they make sure to perform each step carefully. That means they will not be able to handle large number of customers. Good mechanics also get good referrals because they do an excellent job and make people feel good. Their diary quickly fill's up, since there are few good mechanics. Solo mechanics do not over book in jobs per day as they are not rushing from one customer to the next. Good mechanics care about the customer’s bike(s), you will be able to feel he difference when you ride your bike after its been serviced. 
Beyond good mechanics there are great mechanics, yet even they can make mistakes, they are human and bicycle mechanics is an art where it may take several visits to perform certain procedures. A good mechanic will advise, keep the customer informed and make any recommendations. 
To minimize any issues and fix your bike first time, a mechanic requires the customer to be present, especially if a new customer, to talk though work required, to be able to diagnose any symptoms and authorise any work that requires new parts or stripping down for further investigation. Good mechanics will be qualified to the industry standard, have liability insurance, correct tools, carry stock and have wholesale accounts of good quality parts suitable for your bike.

Good bikes are not necessary the expensive bikes, as these bikes maybe made for speed and not durability. With parts made to be light weight, derailleur gears that are being made too extreme for there use and where cyclists are expecting to much out of them. The way a rider changes gear and use of extreme gears can add rapped wear to components. Carbon bikes with a heavy rider of more than 14 stone is going to increase the bike to flex along with light weight wheels that are built with less spokes and spoke patterns that not built for heavy riders.
Your expectations maybe to high for riding bicycles, that will go on forever without having any problems and with maintenance that is just spraying a bit of oil!
Maybe parts don't seem to last as long as they use to or bikes/components are not built/made fit for purpose. A bicycle is a mechanical item that needs constant care, maintenance to perform well and you don't expect to work correctly with the drive chain gummed up with over oiling and dirt. 
 
Payment. Terms and conditions

Payment: If you decide to use Cycle Tech UK for repairs or servicing, all work and components must be paid for using cash, *cheque or **"BACS by arrangement" once all the work is completed.
*Cheques are payable to Cycle Tech UK

************Cycle Tech UK does NOT offer any type of credit************
  • Prompt payment in full requested at time of invoice.
  • To help keep cost down Cycle Tech UK does not accept Debit or Credit cards
  • You will receive a Invoice for work completed
  • Any parts remain the property of  Cycle Tech UK until paid in FULL
  • The Saturday Bike Clinic and Event days is CASH only payment
  • **Direct payment by BACS by pre-arrangement only 
  • Barclays Pingit 
  • *Payments by Cheque will incur an administration fee of 5% (Minimum charge £1.00)
  • Any parts or bicycles specially ordered must be paid in full beforehand and cannot be returned for credit.
Invoice and report
Every job Cycle Tech UK carry out you will be given an invoice, this will also include any additional work we may see; under Technicians Report.
For a full report, your bicycle(s) would need to be in for a Service or a Bicycle MOT check. For example; if you come to us for a inner tube or a gear adjustment (2 of the most common repair work we carry out) we will not always see any other faults with your bicycle and Cycle Tech UK are not responsible with these unreported faults with your safety or any damage caused.
Cycle Tech UK do care for your safety and the safety of your families bicycles, but with out full inspections and your understanding of mechanics it's causes a grey area of responsibility; please read Workmanship Guarantee below for full information.  

Many facts to consider; Some customers who bring bikes in for repair sometimes request one specific job to be done. If I have carried out a certain job and notice other issues with the bike. This is a polite notice of defect(s) or safety issues on your bike that we consider requiring attention and/or even dangerous:- The other is where I have carried out specifically requested work. This States: - This is a polite notice that we have carried out the work to your bike you have requested. No further inspection of the bike has been carried out so there may be other Faults/defects not noticed.
The customer signs the completed invoice, advice has been given over the phone or by email/text.
There are many more items to consider and issues that has not been listed on this page, if you don't understand anything please ask.

Appointment's:
Due to the nature of the business, and keeping on time for appointment's, there is a chance of running late. Cycle Tech UK will do their up-most to keep you informed.  
All work carried out at your home, we may need to speak with you in person this will require you or someone at all times who is responsible for authorising any extra work and payment.
Being able to interact with the Technician who is working on your bike, makes the job a hole lot easier to diagnose those annoying little problems first time. And we also like to give free advice on anything cycling!
I can get very busy with customers cycling needs, once they get hold of me, I can get a list of jobs and is hard for me to know how long it's going to take. In busy times you may need be available ether side of your booked in time as we may be running early or late, you will be advised.  

Contact and bookings:
Emails I try to check in the mornings, evenings and try to respond during the working day where possible. Same for text messages. The phone may be switched off after 6pm to 8am and may not answer a call during the working day due to being with a customer, teaching bicycle school or driving, please leave a message with your details or send a text and I will call back ASAP. If I am on holiday and you text, you will not get a response until my return.

Saturday bike clinic, can be by appointment or turn up/while you wait service. In all cases please call first. 
Our while you wait service may not always be available to each customer, as will depend on the days work load and type of work involved with each job. But we will try our best to have your bike ready same day.  

Workmanship Guarantee:
Cycle Tech UK 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 last 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, tampering and off-road excursions.

Cycle Tech UK 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 90 days, subject to appropriate use. The warranty does not apply to abnormal wear and tear.

From experience, bikes that retail for £200 or less often have poor quality components. The result of 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 as is typical with young people. 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.
Please read why the bike trade call these bikes BSO's

Having your bike(s) serviced or repaired on time:
We don't work to dead lines, but we will try our hardest to get your bike back only when is completed to a high standard and ready to use. 
Due to the nature of our business Cycle Tech UK can NOT guarantee a time of completion. We don't like to rush a job but to do a job to a high standard. In the unlikely event, Cycle Tech UK will do their up-most to keep you updated, as there may be a delay with parts out of stock at our suppliers, wrong parts delivered, parts been delivered to a different address or parts are now obsolete and may take more time to identify replacement parts. Also any work that has already been carried out elsewhere may pose a problem. To speed up completion time Cycle Tech UK will need your bike(s) at all times and Cycle Tech UK recommend having your bike looked at least 2 weeks before you require for an event or activity.   

Working conditions:
The Cycle Tech UK mechanic 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 work place provided must be free from children and animals to avoid any accidents or injuries.
The mechanic is not obliged to offer any service in a place where there is a Health and Safety risk.

Storage:
If Cycle Tech UK carryout work in our workshop and need to store your bike(s) and this has not been arranged first or that Cycle Tech UK have to store your bike(s) after work has been completed and you have been notified. There will be a daily charge of £20.00 per day for up to 28 days when Cycle Tech UK have the right to dispose of your bike(s) It's also unfair for customers who are waiting for their bike to be repaired and space has been taken up!

Complaints:

Step 1: It's important that you complain first to the business you're unhappy with – and give them a chance to look into your problem. They have eight weeks to do this. We can help by contacting the business for you, and telling them about your complaint.


Step 2: Ask us to look at your complaint. If you're not happy with how the business has dealt with your complaint, you can ask us to look into it for you. But the business you're unhappy with has eight weeks to look into your complaint first – before we can investigate your case.

 
 
 

 
 
 
 
 
Office hours Monday to Friday 9am to 5pm
There may be times that Cycle Tech UK need to amend these terms and conditions. On the rare occasion that this happens, Cycle Tech UK reserves the right to amend these terms and conditions without notice. It is the responsibility of the customer to ensure they understand the latest terms and conditions.

Thank you for your time to read the above

Martin

Your Cycle Technician
 

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