Frequently Asked Questions
If you just want an overview on how our bike subscriptions work, Take a look here
ORDERS + CLICK AND Collect
Can I get a bike not listed on your website?
We are currently only offering subscriptions on bikes listed on our website however we plan to add more bikes and options very soon
Can I use my bike for my business?
It's a condition of your subscription you agree not to use your bike for commercial purposes. eg Deliveroo, Uber Eats etc. Commuting to work by bike is absolutely fine.
I don't live near a store, can I get a bike delivered?
We are unable to geographically support customers in some areas of the UK at the moment therefore delivery is not an option we currently offer but we are actively exploring ways to make this possible.
Collecting your bike from one of our stores is a condition of your subscription .
Can I change my order?
Possibly, please contact our Customer Services team on 0117 452 6571 who will be able to assist you
My Subscription
What is the sign-up fee for?
To comply with our legal obligations to offer a subscription service, we must charge this fee.
What is an affordability check?
We think it's important and good customer service to make sure customers can afford a bike subscription before they commit. We use a company called DirectID to perform a simple affordability check based on your banking history. This check does not affect your credit score or any future credit applications. When you have completed the check, an affordability score is forwarded to us to make a decision. The score is based on three factors. #1 Your ID matches the subscriber #2 You have a live account with regular income #3 Your income is enough to cover the cost of your monthly payment.
What if my subscription application is declined?
Contact our Customer Services team on 0117 452 6571 who will be able to discuss this with you
When does my subscription start?
Although your pay your first month's subscription at the time of order, your subscription will not start until you collect your bike?
Can I view my subscription online?
Yes. Details of your original order and subscription are available in your online account.
Can I change my payment method?
Yes, you can add a new card to your subscription in your online account.
How long is my subscription?
Your subscription lasts for 12 months
How do I cancel my subscription?
Whether you are at the end of your agreement or want to end it early, contact our Customer Services team on 0117 452 6571 who will be able to assist you
When will my subscription payments be taken?
Your first payment will be taken along with your sign-up fee at the point of order. Your next eleven payments will be taken every calendar month thereafter. You will be notified by email of upcoming payments.
What happens if I don't have enough funds to pay my subscription or my card expires?
We will attempt to take payment upto three times before we contact you to try and resolve the issue. If your card has expired you can update your card details in your online account.
What if I can no longer afford to pay my subscription?
Contact our Customer Services team on 0117 452 6571 who will be able to assist you
INSURANCE & Warranty
What lock do you provide?
We will supply an Oxford Sold Secure Diamond level lock or equivalent. Customers can choose whether they take a D-Lock or Chain
What happens if my bike is stolen or damaged?
Report the crime to Police to obtain a crime number then contact our Customer Services team on 0117 452 6571 who will be able to assist you
I've crashed on my bike, is it covered?
If you crash and damage your bike then contact our Customer Services team on 0117 452 6571 who will be able to assist you
My bike is faulty, is it covered?
Your bike comes with a manufacturers warranty against faulty components and workmanship. If your bike develops a fault then contact our Customer Services team on 0117 452 6571 who will be able to assist you
Servicing
Am I responsible for servicing and maintenance of my bike?
Yes. Your are expected to maintain the bike to a reasonable standard including tyre inflation, chain lubrication and cleaning where necessary
Is servicing included in my subscription?
Yes. A 6 week safety check and 6 month interim service are included in your subscription. More details here
Are parts included?
Replacement parts are not included in your subscription unless they are deemed faulty.
How do I book my FREE Services?
When you subscribe you will be able to download your service vouchers in the My Downloads area of your online account. Contact a store to book your service and show them your service voucher and a copy of your original order when you take your bike in to them. They will do the rest.
What happens if I am unable to get my bike into a store?
Having your bike serviced by us is a condition of your subscription
Will I be reminded about servicing my bike?
Yes. We will send out service reminders via email or we may call you.