Terms & Conditions



  1. Who We Are

You are contracting with Bike Hero LTD (trading as Bike Hero) incorporated and registered in England and Wales as a Limited Company with number 13503167 whose registered office is at Unit 2 Ashley Business Centre, Hanworth Lane, Chertsey, Surrey, KT16 9GF. References to “Bike Hero”, “we”, “our” and “us” throughout the Terms and Conditions refer to this Company.

  1. VAT Registration

Our UK VAT Registration Number is GB 387750059.

  1. Contact Us
  • Email at enquiries@bike-hero.co.uk;
  • Telephone Customer Service on 01932 481177;
  • Write to us at our Head Office: Unit 2 Ashley Business Centre, Hanworth Lane, Chertsey, Surrey, KT16 9GF;


  1. Collect & Return Bookings 

Specific dates may be booked via our website for our Collect & Return service. We provide services (the "services”) listed on our website. We will be happy to undertake work on your bicycle as per our services and custom offering.

We will not take any payment ay point of booking. Full payment is required before the return of your bicycle.

You will receive a confirmation of your collection and return date via email and/or SMS.

Our driver will contact you on the collection/return date to confirm either an AM or PM collection/return approximately 2 hours prior to collection/return of your bicycle.

On arrival at the confirmed collection/return address our driver will contact you and will wait for 10 minutes. Please make sure you are prompt to leave your bicycle/collect your bicycle, otherwise the driver will need to leave to go to their next appointment.

Customers are advised to keep their mobile phone handy before their collection/return visit.

Special instructions and/or requests should be supplied at the point of booking.

  1. Bicycle Mechanic Recommendations (Services & Additional Work)

Prior to carrying out your booked service, our technicians will undertake an assessment of your bicycle to determine the condition of your bicycle and may contact you to advise of any additional work that may be required and/or parts that may require replacing. We will not undertake any additional work without your consent, however, if you choose not to follow our recommendations, we cannot guarantee that your bicycle will work as it should. We will, however, do what we can to make your bike roadworthy.

Bike Hero will not be liable for any economic losses arising in any manner whatsoever out of any delays to, or complications with, the fulfilment of any booking for or arising out of any bicycle servicing, repair and or maintenance work you have asked us to undertake, provided that nothing in these terms limits or excludes Bike Hero’s liability for death or personal injury caused by its proven negligence.


  1. Cancellation Prior to Collection of Your Bicycle

Each booking falls within a specific collection and delivery schedule and as such it is very difficult to manage last minute cancellations. However, we do try to be flexible and will happily reschedule your appointment if you find you can no longer make your appointment, subject to the following:

(a) You must give us 24 hours’ notice:

    1. ahead of your confirmed collect/return date if there are any times you cannot meet our driver
    2. 24 hours’ notice if you intend to cancel/change your collect/return slot

(b) If you are unable to meet our driver with your bicycle, please arrange for a colleague to do so instead and let us know.

  1. Cancellation Following Collection of your Bicycle but Prior to Commencement of Instructed Work

Once we have collected your bicycle, you have the right to cancel at any time before the instructed work has commenced. However, Bike Hero shall be entitled to charge any applicable collection/delivery costs prior to the return of your bicycle.

  1. Cancellation Following Collection of your Bicycle and Commencement of Instructed Work

Where costs have been incurred you will only pay for the work completed or the cost incurred, including any applicable collection/delivery charges. Payment for costs incurred will be required prior to the return of your bicycle. 


  1. Payment

Payment in full is required on completion of any work undertaken to your bicycle and prior to the return of your bicycle.

  1. Refunds and Exchanges

Service cancellations can be made up to 14 days after the day on which we accept your order. If we have started the supply of services to you, we reserve the right to charge you for any services supplied.

Product refunds or exchanges can be made up to 14 days after the day on which the products have been supplied. Products must be as new, unused and with all packaging intact. All refunds will be issued using the method used for payment.

Subject to your statutory rights (which shall not be affected by this provision), it is not possible to offer refunds or exchanges for any parts that have been used on your bicycle.

If you believe that any part we have fitted is faulty, we will liaise with the relevant supplier or manufacturer to establish any fault and provide repair or replacement where applicable. We also offer extensive guarantees on our work and parts (see separate section).

  1. Pricing

Offers are for retail customers only.

All pricing on this website is in pounds sterling and is inclusive of UK Value Added Tax. Unless explicitly stated, the cost of fitting any parts purchased is not included in the price. The price of the goods and/or services shall be the price specified by Bike Hero in the Order Confirmation issued to you.

Our website contains a large number of goods and services and it is always possible that, despite our best efforts, some of the goods and/ or services listed on this website are incorrectly priced. We verify the prices included in your order to us as part of our processing procedures so that, where goods and/or services are incorrectly priced we may, at our discretion, either contact you for your instructions in relation to your order or reject your order and notify you of such rejection.

Bike Hero reserves the right, before the relevant contract is formed in accordance with these terms and conditions, to change the price of the goods.

  1. Quotations and Additional Work

All quotations are valid for 7 days from the date of issue, unless they include a specific promotional offer which has an earlier expiry date. The expiry date of promotional offers will be clearly marked.

Once work has started you will be informed immediately of any additional work identified. A new printed quotation will be produced on request and work will only be carried out with your agreement.

  1. Locale

Transactions may only be made through this website by residents of, and/or individuals, located in the United Kingdom.

All services ordered or booked on this website are carried out at our workshop in the UK. 

  1. Disclaimer:

Selection of the Correct Parts for your Bicycle

During the course of your service Bike Hero will assess your bicycle and provide recommendations for any worn and/or damaged parts that require replacing. Bike Hero will provide all the relevant components that may require replacing. We will not begin to replace any components without your consent. However, if you choose not to follow our recommendations, we cannot guarantee that your bicycle will work as it should. We will, however, do what we can to make your bike roadworthy.

However, in the event Bike Hero agrees to fit bicycle components supplied by you or a third party Bike Hero accepts no responsibility for and excludes all liability for any losses suffered as a result of any of our customers selecting and/ or ordering incorrect bicycle components (e.g. provided that nothing in these terms limits or excludes Bike Hero’s liability for death or personal injury caused by its proven negligence).

When purchasing your bicycle components from third parties (including online retailers) please be very careful in your selection of bicycle components. You will remain liable for all charges/costs incurred in fitting of bicycle components supplied by you or a third party, even in the event that such components (in the reasonable opinion of Bike Hero) are incompatible with your bicycle.

Bike Hero reserves the right to refuse fitting replacement parts supplied by the customer that would render the bike unsafe to use.


  1. Storage Charges & Disposal of Your Bicycle

Under normal conditions, no storage charges will be applied, however, storage charges will be payable to Bike Hero in relation to any abandoned bicycles or bicycles not collected from Bike Hero for a period of 5 working days following completion of the work undertaken by Bike Hero on such bicycle.

Storage charges will be payable at the rate of £10.00 per 24 hours.

Bike Hero retains the right to dispose of any bicycle that has remained in our possession for more than 2 (two) months.

  1. Removed Parts

Removed parts will be disposed of by Bike Hero. Disposal will be in accordance with current environmental regulations and legislative requirements. A fee may be charged for this service.


  1. General Guarantee Conditions

The guarantees apply from the date of original purchase.

Guarantees are not transferable and only apply to the person who made the original purchase.

Please ensure you retain your invoice, as proof of purchase is necessary before work can be carried out under the guarantees.

All parts originally purchased at Bike Hero are covered by these guarantees, however, parts failing as a result of improper use, criminal or malicious damage, fire, theft or where the parts have been used for racing, hire bicycles or (in the reasonable opinion of Bike Hero) in an incorrect manner, are excluded.

If work is required to be carried out other than by Bike Hero, approval must be obtained in advance from Bike Hero Customer Service. The guarantee may be invalidated when parts are repaired by a garage or individual other than by Bike Hero. Bike Hero is not responsible for any part removed from the bicycle or adjusted by any person other than Bike Hero.

These guarantees do not cover any defect caused by reasonable wear, tear or corrosion, or any costs incurred through loss of use. Manufacturer’s conditions of sale apply to all goods sold.

Whilst we endeavour to pre-stretch new gear and brake cables, you may find that your gears and/or brakes may require additional adjustment following your service. Please see our website help section for details on how to make these basic adjustments. Alternatively, please contact us at enquiries@bike-hero.co.uk and we will be happy to help.

These guarantees do not extend to any monetary or compensatory claim, in particular consequential or additional losses.

All Bike Hero guarantees are in addition to your statutory rights.

  1. Parts

All new parts/bicycle components are covered against manufacturing defects for one year from the date of purchase. The parts may have to be returned to the manufacturer for inspection, in which case Bike Hero will follow the standard procedure laid down by the relevant manufacturers.

Before any work can be carried out under guarantee, Bike Hero will conduct a full inspection. This guarantee will not be offered and will not subsequently apply if you do not authorise the fitting of all additional parts considered necessary for the completion of your service. 

  1. Labour/Servicing

All workmanship is guaranteed for a period of 3 months from the date of the work being undertaken.

  1. How to Claim Under Your Guarantee

Take your bicycle or bicycle component to the Bike Hero workshop together with your guarantee, your original receipt and any other paperwork provided to you. Please be sure to keep your original paperwork safe as a failure to produce this could impact on your ability to claim.


  1. Point of Legal Contract Creation

Online Purchases

When you make a booking and/or place an order via the website to purchase services from, and/or to have goods fitted by Bike Hero, this constitutes an “offer”.

Bike Hero will send you an email confirming receipt of your order and containing the details of it (the “Order Confirmation”). This constitutes the “acceptance”, irrespective of whether any payment has been taken previously by Bike Hero.

In the event that Bike Hero does not accept your offer and/or does not issue an Order Confirmation to you, Bike Hero shall make a full refund of any payments made by you as part of the ordering process.

These terms are the only terms upon which Bike Hero will contract with you for the purchase of its services through its website, they shall govern the contract to the entire exclusion of all other terms or conditions.


Bike Hero retains the right to refuse to accept your order solely at its discretion. If there is concern that there is an attempt to place an order dishonestly, fraudulently, by impersonating someone else or by attempting to use payment details which have been stolen, we will make additional checks and if appropriate involve external authorities.

  1. Use of Website Content

The contents of this website (including without limitation all website design, text graphics, the selection and arrangement thereof and all software compilations, source code, software and other material) are the copyright of Bike Hero or its technology providers/contributors. You may view this website and print or download any part(s) of it for personal, non-commercial purposes only. You must not modify, copy, publish, transmit, display, perform, distribute, reproduce, license, create derivative works from, transfer or sell any information or other content, goods or services obtained from this website without Bike Hero’s prior written consent.

  1. Links to Third Party Websites

This website may contain links to websites operated by third parties other than Bike Hero. Such links are provided for your reference only. Bike Hero does not control such websites, and is not responsible for the contents of these websites. Bike Hero’s inclusion of links to any such websites does not imply any endorsement of the material on such websites. Any use of that site by you or any arrangements entered into by you with the owners of those websites is at your own risk.

  1. Liability Disclaimer

All content provided on this website is for information purposes only and does not in any manner create a legal contract express or implied between Bike Hero and you except only when agreed by Bike Hero in relation to an order of goods and/or services made by you through this website which is accepted by Bike Hero.

Without limiting the foregoing, the information, software, goods, and services published on this website may include inaccuracies or typographical errors. Changes are periodically made to the information herein. Bike Hero and/or its respective suppliers may make improvements and/or changes in this website at any time. Bike Hero and/or its respective suppliers make no representations about the suitability of the information, software, goods and services contained on this website for any purpose. All information, software, goods, services and materials including text, graphics and are provided "as is" without warranty of any kind. To the extent permitted by law, Bike Hero and/or its respective suppliers hereby disclaim all warranties and conditions with regard to such information, software, goods and services, including all implied warranties and conditions of fitness for a particular purpose, title and non-infringement. Bike Hero does not warrant that the information available via this site is accurate, complete or current.

In no event shall Bike Hero and/or its suppliers be liable for any of the following losses or damage (whether such damage or losses were foreseen, foreseeable, known or otherwise): 

    1. loss of data;
    2. loss of revenue or anticipated profits;
    3. loss of business;
    4. loss of opportunity;
    5. loss of goodwill or injury to reputation;
    6. losses suffered by third parties; or
    7. any direct, indirect, punitive, incidental, special exemplary or consequential damages arising out of or in any way connected with the use of this website or with the delay or inability to use this website, for any information, obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability or otherwise provided that none of the foregoing and/ or nothing in these terms limits or excludes Bike Hero’s liability for death or personal injury caused by its proven negligence.

You warrant to Bike Hero that you will not use this website for any purpose that is unlawful or prohibited by these terms, conditions, and notices. It is always recommended for you to run an antivirus program on all material downloaded from the internet.

  1. Trademarks

All trademarks, service marks, and trade names that appear on this website are proprietary to Bike Hero (UK) Limited. Trademarks should not be copied without the prior written permission of Bike Hero.


  1. General

Bike Hero is conscious that you trust us with your private information which is necessary to process your order. Other than where stated within these Terms and Conditions and with our chosen payment card service provider, you have our assurance that your information will not be shared with other organisations outside Bike Hero Ltd, unless those organisations are working on behalf of Bike Hero or we are compelled to do so by law.

Bike Hero (UK) Limited is fully registered within the terms of the Data Protection Act in the United Kingdom. Our registration number is 13503167.

  1. Your Data Protection Rights

Individuals may obtain details of their own data which is held and/ or processed by Bike Hero. For details of how to obtain such details, for which a charge will be made, please contact Customer Service.

  1. Unsubscribing

If you prefer that we do not contact you with further Bike Hero information or disclose any non-public personal information about you to any non-affiliated third parties, other than required by law, you may opt out.

To opt out, please either:

  • Email enquiries@bike-hero.co.uk;
  • call the Bike Hero Customer Service Department on 01932 481177;
  • write to Bike Hero Customer Service, Unit 2 Ashley Business Centre, Hanworth Lane, Chertsey, Surrey, KT16 9GF.

Please include your name, address, and other identification information and any other applicable information. Your request will apply to any of the information we have obtained in any transaction.

It may take between 48-72 hours from the time we receive your request to opt-out and to remove you from our database. Please be aware that you may still receive offers during the period that your request is being processed.

  1. Privacy Policy

Please see your Privacy Policy for more details. We shall always process your personal information in accordance with the law.

  1. Complaints / Alternative Dispute Resolution

In the event that you are not satisfied with the goods or service you have received from us, or if you wish to contact the Company regarding any other matter, please contact our Customer Service Department using the contact details provided in the “Contacting Us” section of these Terms and Conditions.

If, having contacted our Customer Service Department, you are still dissatisfied with the goods or service received from us, the Company does participate in an Alternative Dispute Resolution Scheme, as described in the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Please ask our Customer Services Department for details.

  1. Unsolicited E-mail

If you believe you have received an unsolicited commercial email please forward the email you received in its entirety to: enquiries@bike-hero.co.uk.

  1. Governing Law and Jurisdiction

These terms are governed by and shall be interpreted in accordance with the laws of England. You hereby consent to the exclusive jurisdiction and venue of courts in England in all disputes arising out of or relating to the use of this website. Use of this website is unauthorised in any jurisdiction that does not give effect to all provisions of these terms and conditions.

  1. Relationship of Parties and Third Party Rights

You agree that no joint venture, partnership, employment, or agency relationship exists between you and Bike Hero as a result of the use of this website. Only you and Bike Hero shall be entitled to enforce these Terms and Conditions. No third party shall be entitled to enforce any of the terms, whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.

  1. Severance

If any part of these terms are determined to be invalid or unenforceable pursuant to applicable law including, but not limited to, the warranty disclaimers and liability limitations set forth above, then the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of these terms shall continue in effect.

  1. Updates

Bike Hero reserves the right to add, remove or amend the terms and conditions contained in this site without prior notice.

  1. Entire Agreement

These terms are the only terms upon which Bike Hero is prepared to deal with a purchaser through this website and they shall govern the contract arising from any order made through this website that is accepted by Bike Hero to the entire exclusion of all other terms or conditions.

These terms constitute the entire agreement between the user and Bike Hero with respect to the use of this website and they supersede all prior communications and proposals.