Service Terms

Last updated: 23/01/2026

These Service Terms & Appointment Policy (“Service Terms”) apply to all services provided by Bicycle Ltd (“we”, “us”, “our”), whether delivered in person or online.

Please read these Service Terms carefully before booking an appointment or consultation.

1. Who these terms apply to

These Service Terms apply to:

  • Consumers – individuals booking services for personal use; and

  • Business customers – anyone booking services in the course of trade, business, or profession.

Some terms apply differently depending on whether you are a consumer or a business customer. Where this is the case, we make this clear below.

2. About our services

We provide cycling-related services including (but not limited to):

  • In-person consultations and assessments

  • Online consultations

  • Written reports, recommendations, and advice

  • Related professional services

Unless stated otherwise, our services:

  • Are advisory in nature

  • Are based on the information you provide to us

  • Do not guarantee a specific outcome or result

3. Booking appointments

3.1 How bookings are made

Appointments must be booked in advance through our website or by direct agreement with us. A booking is only confirmed once any required deposit or booking fee has been paid.

3.2 Accuracy of information

You are responsible for ensuring that all information you provide to us is accurate and complete. Our advice and recommendations rely on this information.

4. Deposits and booking fees

A deposit or booking fee may be required to secure your appointment.

Deposits help cover:

  • Time reserved specifically for you

  • Preparation work carried out in advance

  • Lost revenue if appointments cannot be refilled at short notice

Deposits are applied in accordance with the cancellation terms below.

5. Cancellation rights – consumers

If you are a consumer, booking online or at a distance, you have a legal right to cancel your booking within 14 days of confirmation without giving a reason.

5.1 When the cancellation right may be lost

If you ask us to begin providing the service within the 14‑day cancellation period, you acknowledge and agree that:

  • You may lose your right to cancel once the service has been fully performed; and

  • If you cancel after the service has started, you may be required to pay for the services provided up to the point of cancellation.

This does not affect your statutory rights if the service is not provided with reasonable care and skill.

6. Cancellation and rescheduling – all customers

Outside of your statutory consumer cancellation rights, the following applies.

6.1 Cancellation more than 14 days before the appointment

You may cancel your appointment and receive a refund of your booking fee or deposit, minus any non‑recoverable fees incurred by us during the booking or payment process.

6.2 Cancellation between 14 and 7 days before the appointment

  • No refunds will be issued

  • You may reschedule your appointment to any available date

6.3 Cancellation within 7 days of the appointment

Your deposit will be retained in full.

6.4 Failure to attend or late arrival

We reserve the right to retain your deposit in full if:

  • You do not attend your appointment; or

  • You arrive too late for the appointment to be completed.

This is to cover lost time and revenue.

7. Rescheduling limits

  • Appointments may be rescheduled up to two times provided this is done more than 14 days before the appointment date.

  • If rescheduled within 14 to 7 days before the appointment, only one change of date will be allowed.

  • Any appointment rescheduled within 14 days will no longer qualify for a refund and must proceed on the newly agreed date.

Failure to attend the final rescheduled appointment will result in the deposit being retained, regardless of notice, unless we are able to fill the vacated appointment slot.

8. Online consultations

For online consultations:

  • You are responsible for having suitable internet access and equipment

  • We are not responsible for technical issues outside our control

  • Missed online appointments are treated the same as missed in‑person appointments

9. Written reports and recommendations

Where we provide written reports, recommendations, or advice:

  • These are based on the information available to us at the time

  • They are provided for guidance only

  • You are responsible for how you choose to act on them

We do not accept responsibility for outcomes resulting from actions taken based on our recommendations, except where required by law.

10. Professional standards

We will provide our services with reasonable care and skill, in line with applicable professional standards.

Nothing in these Service Terms limits or excludes your statutory rights as a consumer.

11. Liability

11.1 What we do not limit

Nothing in these Service Terms limits or excludes our liability for:

  • Death or personal injury caused by our negligence

  • Fraud or fraudulent misrepresentation

  • Any matter which cannot legally be limited or excluded

11.2 Consumers

If you are a consumer, we are responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill.

We are not responsible for losses that are not foreseeable.

11.3 Business customers

If you are a business customer:

  • Our total liability is limited to the total fees paid for the relevant service

  • We are not liable for indirect or consequential losses, loss of profit, loss of business, or loss of data

12. Force majeure

We are not responsible for delays or failure to perform services due to events beyond our reasonable control, including (but not limited to) illness, accidents, extreme weather, supply chain disruption, or government restrictions.

13. Termination

We may cancel or refuse to provide services if:

  • You breach these Service Terms

  • You act abusively or unreasonably towards staff

  • We believe providing the service would be unsafe or inappropriate

Where possible, we will provide notice and refund any unused portion of fees paid.

14. Governing law

These Service Terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction over any disputes.

15. Contact details

Bicycle Ltd
120a Sheen Road
Richmond Upon Thames
TW9 1UR
United Kingdom
Email: info@bicyclerichmond.co.uk