Velosport Terms & Conditions

GENERAL

These terms and conditions constitute the entire agreement between us in respect of the use of our services and of our website and supersede any and all prior agreements, arrangements and representations.

Data and certain other information you provide is subject to the terms of our Privacy Statement, which can be accessed by clicking on the privacy statement link at the bottom of every page.

If any of these terms and conditions are found to be invalid then that provision shall not affect the validity of the remaining provisions which shall remain fully enforceable. No waiver by us of any term shall be deemed to be continuing or shall be deemed to be a waiver of any other term.

These terms and conditions will be interpreted and construed in accordance with the laws of England and Wales and will be subject to the non-exclusive jurisdiction of the English Courts.

DESCRIPTION OF SERVICES

Velosport.co.uk endeavours to provide a number of online services and resources including product information, related news, independent reviews, online retailing and service reservations. We may add, modify or remove services from time to time without notice.

Certain services may have their own, additional special terms and conditions. These will be made clear to you before you use those services.

PERSONALLY IDENTIFIABLE INFORMATION

Certain services, e.g. online purchases, require you to submit personal information such as your name and credit card number. Credit card details are held and administered by our payment partner WorldPay and are not stored on Velosport’s servers. By completing the purchase process, you are confirming that you are at least eighteen years of age or a minor with parental consent to use our web site.

In return for you using our website and benefiting from our services, you agree to: provide true, accurate, current and complete information about yourself where required, and to ensure that this information is kept accurate, complete and up to date.

You may register on our website in order to benefit from quick checkout procedures and to track your purchase history. The registration process, requires you to specify a username (usually your email address) and a password. You must ensure that you keep your username and password in a safe and secure place and that you do not disclose them to anyone. You are fully responsible for all activities which occur under your username and password. It is your responsibility to immediately notify us of any unauthorised use of your username and password or any other breach of security as soon as you become aware of it.

CODE OF CONDUCT

You are not permitted to use our website or any of our services for any reason or purpose which is unlawful, defamatory, harmful or objectionable and, in particular, you are not permitted to transmit anything which, in our opinion, harms our business or offends other users. You are not permitted to do anything which may disrupt in any way the operation of our website and services, nor are you permitted to do anything which would disrupt the use and enjoyment of our website and our services by any other user.

Other than as expressly permitted, by us, you are not permitted to use our website to engage in any commercial activity of any form.

We may record preserve and disclose anything which has been transmitted to our website where required by law or where we are acting in good faith.

DISCLAIMER & LIMITATION OF LIABILITY

All information posted on our website is accurate to the best of our knowledge and we make every effort to verify product information with our distributors and suppliers. Nevertheless, we will not be held responsible or liable for any inaccuracies

You agree that:

• Your use of the website and our services is at your sole risk. The website and services are provided on an as is and as available basis. We expressly disclaim all warranties of any kind, including but not limited to warranties of title, fitness for a particular purpose, merchantability and non-infringement of proprietary or third party rights;
• To the extent that it is lawfully possible to do so, we make no warranty that (a) the website and our services and/ or any information will meet your requirements, (b) your access to and use of the services will be error-free, (c) any errors or inaccuracies will be corrected. Further, if your use of the website results in the need for servicing or replacing equipment or data, this will not be at our risk and expense;
• No advice or information, whether oral or written, obtained by you through or from the website or from our services will create any warranty not expressly stated in these terms and conditions
• To the extent that we are lawfully able to do so, we will not be liable for any claims, losses and/ or damages of any nature resulting from: (a) your use or inability to use the website; (b) the services we provide (except where we expressly state that we have responsibilities or liabilities in these terms and conditions or other terms and conditions that relate to our other goods and/ or services we provide); (c) unauthorised access to or alterations of your transmissions or data; (d) statements or conduct of any third parties.
• In no event will our liability arising out of or in respect of these terms and conditions exceed £UK 100 nor will we be liable for any loss of profits, goodwill, loss of business, loss of data or any other indirect or consequential loss or damage whatsoever.

PROPRIETARY RIGHTS AND LICENCES

All creative content (including text, music, sound, photographs, graphics, video, page layouts, design) and other material that is contained on our web site or is part of our services, is protected by our and their copyrights, trademarks, service marks, patents or other proprietary rights and laws.

We own or are licensed to use all intellectual property rights (including all copyrights, patents, trademarks and trade secrets) in connection with and in all versions of the website and our services, the software we use to operate the web site and services and any data (including data obtained from you during the registration process) generated by users of the web site and services. You are not permitted, except where expressly authorised to do so, to change, copy, store, publish, rent, licence, sell or distribute in any way any of these intellectual property rights.

You are not permitted to reproduce, sell or exploit for any commercial purpose any part of the web site or our services.

ADVERTISEMENTS AND PROMOTIONS

We may use our website to run advertisements promoting products and services we offer, as well as products and services of any person or corporation duly authorised by us to advertise or promote their product or services through us.

EXTERNAL LINKS

We may provide links to other websites or resources. These are provided purely as a matter of convenience and we do not endorse the contents of those websites. We are not responsible for the availability of these websites, nor will we be liable in any way for any loss or damage which you may suffer by using those web sites. If you decide to access linked third party web sites you do so at your own risk.

THE CONTRACT

After placing an order, you will receive an automated email acknowledging that we have received your order. All orders are subject to acceptance by us, which we will confirm to you by sending you a dispatch confirmation email that confirms that the goods have been dispatched by the delivery service provider. The contract between you and Velosport will only be formed when we send you the dispatch confirmation.

BIKE BOX HIRE

Terms and Conditions

▪ Bike Boxes must be returned to us in good condition. Charges will be incurred for any damage or vandalism incurred to the Bike Box whilst in the customers possession. This may include loss of deposit. The customer shall at all times treat the Bike Box with a reasonable level of care and shall ensure it is kept clean, subject to reasonable levels of wear and tear.

▪ The Customer shall take full responsibility for the security of the Bike Box during the hire period and shall, where appropriate, ensure the Bike Box is locked and secured at all times when not in use. If the Bike Box is stolen, the Customer will be charged for the replacement cost of the Bike Box.

▪ Velosport provides no insurance cover for the Bike Box or for personal property. The customer shall therefore be responsible to arrange for suitable travel insurance cover for the Bike Box and personal property for the duration of the Hire Period.

▪ The hire period is set out above. Please ensure the Bike Box is returned to us by the last day of the hire period, otherwise a charge maybe incurred. Please inform us as soon as possible if you require an extension due to unforeseen circumstances.

▪ Bike Boxes are hired at the Customer’s own risk and Velosport will not be liable for personal injury or damage to property whilst it is packed in the Bike Box, regardless of whether our packing service was used.

ONLINE BIKE FIT PAYMENTS

You can cancel your bike fit appointment up to 48 hours prior to your bike fit and receive a full refund. Cancelling your appointment under 48 hours Velosport will not supply a full or partial refund, unless previously agreed by a member of staff.

You can change the date of your bike fit appointment up to 24 hours prior to your bike fit. Changing your appointment any later than 24 hours before your appointment you may be subject to a late amendment fee, or cancellation of your appointment without return of your payment or deposit unless previously agreed by a member of staff.

Customers that book and attend a frame sizing and afterwards by a bike from us will have the price of the frame sizing refunded at the point the bike is purchased.

DISCOUNT CODES

• Online specific Discount codes can only be used online and are not applicable for telephone or in-store sales unless otherwise stated
• The offer applies to in stock products only unless otherwise stated
• Only one promotional voucher can be used per order, unless otherwise stated
• Voucher cannot be applied retrospectively to orders
• If a discount code includes a minimum spend the shipping cost is not inclusive of the minimum spend
• Velosport reserves the right to end any promotion early
• Discount codes will not apply to the following items or services unless otherwise stated: delivery fees, custom bike builds, already discounted items, workshop labour rates
• Items purchased using a discount code that are returned for refund or exchange may not be refunded the full price of the item due to the discount being applied to overall order price.

SUSPENSION AND TERMINATION

We may in our sole discretion suspend and/ or terminate registration or use of our website or our services at any time and we shall not be liable to you or any third party for any loss or damages suffered on account of such suspension and or termination. Typically, we would only do this where you have not used our services for some time or if we believe that you have acted inconsistently with those terms and conditions.

DELIVERY
We at Velosport use third party courier services to deliver goods. If any items are delayed by an event outside of our control then we will contact you as soon as possible to let you know and try to come up with a timely solution. Unless otherwise agreed, we will not be liable for delays caused by third party couriers, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Dispatch times may vary according to availability, logistics and timing and any guarantees made as to delivery times are subject to change. If there is a delay in delivering your items we will inform you of this via email and any items will be delivered as soon as possible.

COMPLAINTS
Velosport takes complaints and feedback seriously and we aim to deal with any complaints as quickly as possible.

For all compalints, please contact us with your name, order number, and contact information, and we will do all that we can to rectify the situation.

Complaints made via email should be sent to info@velosport.co.uk
Complaints via phone, please call 020 8780 1978 and select the department you would like to speak to.
Velosport treats complaints and feedback as a priority. We aim to respond within 24 hours.

COMPLAINTS ABOUT A FINANCIAL SERVICE OR PRODUCT

Follow Velosports complaints procedure. If you are unhappy with the response (or do not respond within 8 weeks) you can take your complaint to th financial Ombudsman service.

The Financial Ombudsman Service
www.financial-ombudsman.org.uk
Telephone: 0300 123 9123
Monday to Friday 8am - 8pm
Saturday 9am - 1pm

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Vulnerable Customer Policy

Purpose

The Purpose of this policy is to ensure that the operations and offering of Velosport do not negatively impact vulnerable customers. For the purposes of this policy, vulnerable customers are customers whose ability or circumstances require us to take extra precautions in the way that we sell our products and services.

Identifying a vulnerable customer

All our staff are trained to identify vulnerable customers, enabling the business to take additional steps to assist those customers.

For us to identify a vulnerable customer, we have selected certain groups of customers that may be vulnerable. We appreciate that not all customers that fall into these groups are vulnerable, and these groups will not pick up all vulnerable customers. However, we will consider customers individual circumstances where a potential vulnerability exists. These groups have been identified below.

• Customers with communication difficulties
• Customers with a reduction in physical or mental capacity
• Customers with health issues – illness, whether physical or mental, severe or long term
• A sudden diagnosis of serious illness to the customer or close family member
• Personal circumstances of the customer
• The customers age – particularly older or younger people

Signs we look for from the customer

• Does the customer ask us to speak up or speak slower
• Does the customer understand what we are saying? Or do they miss important bits
• Does the customer appear confused about what is being offered
• Does the customer ask any unrelated questions
• Does the customer keep repeating themselves
• Does the customer have a language barrier
• Does the customer say that they do not understand their bank statement, a previous phone conversation, or recent written correspondence.

Engagement with vulnerable customers

If a member of our team believe we are engaging with a vulnerable customer, we will:

• Immediately make a record of this and make sure we adhere to this policy
• Provide additional opportunities for the customer to ask questions about the information we have provided
• Show patience and emphasis were appropriate
• Seek confirmation that the customer has understood the information that has been provided
• Ask the customer to explain to us what they understand the agreement to be
• Do not make assumptions about the customers’ needs
• Listen for what is not being said. For example, lack of questions about price, lack of commitment
• Ask if there is anybody able to assist customer. If not, and we believe this will be beneficial, we will make arrangements to finish the procedure at a later date
• Offer the customer the opportunity to complete the transaction after a period of further consideration

If we cannot assist the customer, we will try to make them understand what alternative options are available to them.

CYCLESCHEME AND CYCLE TO WORK VOUCHER

Any Cyclescheme or other cycle to work incentives and finance applications that are used to purchase bikes that are on sale at the point of purchase and any Hunt wheels will be subject to a 10% uplift charge. Sale bikes cannot be used with Cycle to work schemes.

DEMO BIKES
Velosport does not allow test rides of new bikes unless prevously agreed with the manager/business owner.
We have a Brompton Electric bike that customers can you test ride to get a feel for the bike. To test a demo bike you will have to leave a form of photo id and a credit card at the store. We will charge 1p to the card and ask you to fill a form with your details.
Please call or email the store to enquire about our demo options.

WORKSHOP
If a mechanic judges that a repair or service cannot be completed due to safety or any other reason after being started, Velosport reserves the right to charge for any work already carried out on the bike.

Discounted Service Plans are valid for 12 months from the purchase of a new bike. They are not redeemable for any other repair or service. The general service plan includes labour only, any parts needed will need to be payed for on top. Services of any kind will need to be booked in advance, either online or in store.

Ventoux Sports LTD T/A Velosport
252 Upper Richmond Road
Putney
SW16 6TQ
020 8780 1878
info@velosport.co.uk
www.velosport.co.uk
Company Number: 10574425

FCA reference: 984986

Ventoux Sports Ltd T/A Velosport is authorised and regulated by the Financial Conduct Authority and is the broker and not the lender. Our registration number is 984986. Ventoux Sports T/A Velosport offers credit products from Secure Trust Banl PLC trading as V12 Retail Finance. Credit is provided subject to affordability, age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.

Ventoux Sports Ltd T/A Velosport acts as a credit broker and not a lender. We offer credit products from Secure Trust Bank PLC trading as V12 Retail Finance. Ventoux Sports Ltd is authorised and regulated by the Financial Conduct Authority and is the broker and not the lender. Our registration number is 984986. Terms and conditions apply. Credit is provided subject to age and status. Minimum spend applies. Please note that not all products offered are regulated by the Financial Conduct Authority.

Sale items cannot be purchased using finance.