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Bristol Servicing - Terms and Conditions and FAQs

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  1. Frequently asked questions

  2. About free servicing for key workers

  3. Terms and conditions

  4. Warranty and workmanship guarantee

 

1.  Frequently asked questions

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How do I book my bike in?

Step 1:  Fill out the short booking form on our website.

Step 2:  We’ll contact you within 48 hours to arrange a time to drop your bike in.

Step 3:  Our mechanics will assess your bike and call you with an estimate.

Step 4:  When your bike is ready we’ll email you a link to our secure online payment system.

Step 5:  Once we’ve received your payment we’ll contact you to arrange collection.

For safety reasons, please do not turn up to our workshop without an appointment. 

Click here for a map and directions.

 

How quickly can you fix my bike?

We will do our best to fit you in as soon as possible.  If this isn’t possible, we will contact you to discuss other options.

 

What happens if you can’t fix my bike?

We can handle pretty much any issue!  In some cases, if your bike is in really bad condition, we may recommend the more affordable option of buying one of our refurbished bikes.  You can browse our selection here.

 

How do I drop off / pick up my bike?

Our workshop is based in the carpark of HMP Bristol, Cambridge Road, BS7 8PS.  There is parking available on the surrounding roads. 

Click here for a map and directions.

You will need to lock your bike outside our workshop. 

•    There are bike racks outside our premises.  
•    A lock will be attached and we will send you the code.  
•    Lock your bike to the rack using our lock.  
•    The process works the same but in reverse when you come to pick up. 

 

What security measures are in place? 

Whilst we are not based inside the prison, our workshop is located on the prison estate and is protected 24 hours/day by security cameras.  We will only ask you to lock your bike up during the day when our staff are working. 

You can agree with us to pick your bike up outside our normal working hours, but that would be at your own risk.  We do not advise bikes being left out overnight, so if you are concerned about security, please stick to the agreed pick-up slot.

 

What happens if I can no longer make my pick-up appointment?

If you are unable to pick up your bike at the agreed time, please get in touch with us as soon as possible and we will arrange an alternative slot. 

We will be as flexible as possible regarding collections, however due to limited space, we reserve the right to charge for storage on un-collected cycles.

If we have had no contact from you after 30 days, we will be forced to dispose of your bike. 

 

How do I know how much the work will cost?

Once you have dropped your bike off we will assess it and contact you with a breakdown of the work and an estimated quote. 

If you have a limited budget, you are welcome to discuss your options with us.  However, we will not carry out work in part if it is not sufficient to make the bike safe to ride.

All work to be carried out will be agreed with you before work starts.

If the work will cost significantly more than the estimate we have given, the mechanic will call you to agree the costs before proceeding with the work.

 

How long will the service take?

Once the mechanic has assessed your bike they should be able to give you an approximate pick up date.

On the rare occasion that a job turns out to be bigger than expected, or there is a delay in getting parts, the mechanic will contact you as soon as possible to let you know.

 

How do I pay?

When your bike is ready we will email you a breakdown of the work, plus the total to pay.  

The email will include a link to our secure online payment system.

Once you’ve paid, we will contact you to arrange a pick up slot.

Please note, we cannot take cash payments at our premises. 

 

What Coronavirus measures are in place?

Our primary focus is to protect the health of our staff and customers.  Our staff are following Government guidelines, including strict cleaning and physical distancing measures.  All bikes are handled with gloves and will be fully disinfected before being worked on - and then again before collection.

We are providing drop-off and collection windows to reduce the chances of customers coming into contact with anybody else.  If someone else is dropping off or collecting their bike when you arrive, please wait for them to finish - and keep a safe distance of at least two meters at all times.

Help us stay safe: Please do not enter the workshop for any reason at any time.
 


2.  About free servicing for key workers

Key workers in Bristol can get a free service up to the value of £80.  This is the equivalent of our “Silver Service”, plus £20 worth of replacement parts. 

This is thanks to funding from Cycling UK.

 

How do I know if I’m a key worker?

The Government has issued guidelines to this effect.  Click the link and scroll down to see the list: Click here to check if you qualify as a key worker.

Can volunteer key workers benefit from the scheme?

Due to the high volume of requests for free servicing, we are prioritising employed key workers at the moment. However, people who are volunteering in a key worker role will also be considered if they are working four days per week or more.
 

How do I apply?

Simply fill out our short booking form and tick the box indicating that you are a key worker.  You will need to specify what your job is and give your workplace address.

 

What happens if it costs more than £80 to fix my bike?

If your work costs more than £80 you’ll need to pay the difference, but we will always check with you before going ahead with any work. When the job is done we will send you a PayPal invoice with a link to pay via their secure online system.

3.  Terms and conditions

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We aim to accommodate all bike types including mechanical issues on e-bikes. 

However, we are a small operation so during busy times some work may be beyond our capacity.  As always, if there are any issues we will contact you as soon as possible to discuss your options.

4.  Warranty and workmanship guarantee

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Our experienced mechanics work to the highest standards. They are qualified to a minimum of City & Guilds Level 2 / Velotech Gold / Cytech Level 2 qualifications – and have between 5 and 25 years’ industry experience.

All parts used on your bike are brand new and from well-known, quality manufacturers.  

 

What happens if I notice an issue?

Please get in touch as soon as you notice a problem.  We will prioritise getting your bike booked back in and any problems resolved to your satisfaction as quickly as possible. 

As before, please don’t turn up without an appointment. For safety reasons, anyone who does this will be turned away.

 

What’s covered under the guarantee?

All components we fit are covered by a manufacturer’s guarantee.  We will replace faulty items free of charge. 

 

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