General

Our contract with consumers is covered by the Consumer Rights Act 2015 (the Act) and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These do not cover business to business sales including bikes supplied under the Cycle to Work Scheme. Goods purchased with finance are subject to the agreement with the finance provider.

We are under a legal duty to supply goods in conformity with the agreement between us, however we make no representations that goods are fit for any purpose other than that for which such goods are normally supplied. If you wish us to confirm that goods supplied are fit for any other purpose then you must expressly or by implication make this requirement known to us and request that confirmation in writing prior to the sales contract. This does not apply if the circumstances show that you do not rely on, or it is unreasonable for you to rely on, our skill or judgement.

Please be aware that new bikes need a period of bedding in and may be subject to rattles, squeaks and creaks. This is quite normal and the drivetrain in particular is likely to need adjustment to continue to operate satisfactorily. In addition to regular maintenance, bikes should be regularly checked by a professional for safety. One free safety and bike check is available for bikes brought to our workshop within 3 months of purchase. To do this please call and book your appointment with our customer service team referencing ‘free safety and bike check’. 0203 950 0270.

 

Road Usage

Bikes fitted with motors above 250W of power are supplied on the strict basis that these are for off road (private land) use only with the land owner’s permission and may not be used on the road, cycle paths, bridleways or anywhere else where the public have access. You must familiarise yourself with the law regarding use of electric bikes in the country where you will be riding, including the use of a throttle.

Returns

In the event of a request to return under the Act, or otherwise for business sales, you must return the goods to us for inspection. We do not pay for time or costs incurred in returning items. In the event of a return we will inspect the goods and either repair, replace or refund in accordance with the terms of the Act.

Please note that bikes require regular routine cleaning and maintenance to operate satisfactorily. Returns will not be accepted where it is apparent that satisfactory maintenance has not been carried out or the goods have been subject to misuse or abuse. Bulbs, brake pads / blocks, bearings, tyres, tubes, chains, sprockets, hangers and cables are regarded as consumables and will only be replaced if defective at the time of delivery.

All goods supplied must be immediately inspected upon receipt and we must be notified in writing within 72 hours of any apparent faults, defects or other issues. You agree that all communications between us may be via email.

Specifications

Manufacturers regularly change the specifications of their products and changes may be made to the components of models supplied. Most of these will be regarded as minor, however if any particular component specification is important to you then you must ask us to confirm this in writing prior to placing the order.

Pre-Orders/Reservations

Reservations (pre-orders) are final and subject to a charge, if cancelled, of £100 which represents our time and other costs in reserving and administering advance orders. Delivery timescales for pre-orders are estimated only and are subject to change dependent upon the supply. In the event of changes in the rate of VAT, duties, cost prices or any other costs or charges we reserve the right to adjust our sales prices accordingly.

Liability

To the extent that the law permits, any liability which may be incurred as a result of the use of a product sold or serviced by us is limited to the cost of repairing or replacing the failed product or component at our discretion, either within or outside of warranty periods, and does not extend to any loss or damage which may be caused as a consequence of misuse or failure of the products. Damages to the product, other property or any persons are the responsibility of the buyer and/or rider. We are not liable for any consequential loss or damage arising out of the fact that you are temporarily unable to use a bike or other product. By using a product sold or serviced by us you are stating that you have read this disclaimer and agree to hold us, our owner/s and any of our employees or directors free from all liabilities, that you agree you are using and operating the product at your own risk, and that no warranties or guarantees are made by us, expressed or implied, on performance or operation.

Statutory rights & Warranty

None of our terms affect your statutory rights. In addition to your statutory rights our products may be subject to various manufacturers’ warranties and guarantees. We will assist you in taking advantage of these warranties and guarantees provided the goods are returned to us within the relevant period. We do not pay for the costs involved in returning or re-delivery. Please see our warranty page for further details. Please also be aware that second hand bikes aren’t covered by warranties and guarantees which rest with the original purchaser.

Information About Us

MATE EBIKE UK Ltd, a company registered in England and Wales under company number 13455560 and with our registered office at Unit 006, Basepoint 377-399 London Road, Camberley GU15 3HL. To contact us, please email [email protected] and also see our contact us page.

Win a six month loan of a MATE X eBike Contest T&Cs:

  1. Eligibility: This Promotion is open to UK residents, aged 18 or over
    One entry per person allowed. No purchase necessary.
  2. Closing date: 25th July 2021 5.00PM
  3. To enter, entrants must subscribe to the matebike newsletter at this url: https://www.matebike.uk/boxpark/ between 9AM on the start date and 5PM on the closing date.
  4. Entries made after 25th July 2021, 5pm will not be counted.
  5. The Winner will be selected at random by MATE Bike UK marketing agency on 26th May 2021 and contacted directly by the agency to arrange collection of the loan bike.
  6. The winner will be announced on MATEBIKE UK Instagram stories after 26th May and the winner will be tagged.
  7. The winner must confirm whether he or she wishes to claim the prize within 3 days of receiving a notification per day. If the winner fails to do so, the winner shall forfeit the prize and MATEBIKE UK reserves the right to award the prize to a reserve winner selected at the same time as the original winner. In the event of unforeseen circumstances MATEBIKE UK reserves the right to substitute the prize for an alternative of equal or greater value. All reasonable efforts will be made to contact the winner before awarding the prize to a reserve.
  8. The prize is as follows:
    – 6 months loan of a MATE X
  9. The entirety of this prize is non-transferable and non-refundable. It must be taken as offered and will only be awarded to the Winner as specified in the entry Terms & Conditions.
  10. This prize must be fulfilled within 1 week of the Contest ending – the exact date will be advised by the MATEBIKE UK marketing agency upon winning.
  11. The exact MATE Bike will be decided by MATEBIKE UK staff members and the exact details will be advised upon winning.
    MATEBIKE UK will contact the prize winner to verify details for the prize.
  12. The winner and their chosen individual must be UK residents and currently residing in the UK.
  13. We accept that there will be some wear and tear during this loan period and advise that the winner confirms they will take good care of the loan bike.
  14. Any damage above and beyond regular wear and tear including but not limited to:
    – Broken bike parts
    – Paint chips bigger than 1cm
    – Dents to the frame, forks or wheels
    – Bike rendered unroadworthy
    In the above scenario’s, but not limited to, the loanee will be required to pay for the bike repairs upon return.
  15. The contest winner will be responsible for the bike loss if stolen or if deemed unroadworthy at the end of the loan period.
  16. MATEBIKE UK require that the Bike is kept locked inside your premises when not being used.
  17. MATEBIKE UK recommend that the bike is insured against loss for your own piece of mind. This can be done through home contents insurance or through the various cycle insurers available.
  18. The Promoters decision is final and no correspondence will be entered into.
  19. MATEBIKE UK reserves the right to verify all entries including but not limited to asking for address and identity details and to refuse to award a prize or withdraw prize entitlement and/or refuse further participation in the promotion and disqualify the participant where there are reasonable grounds to believe there has been a breach of these terms and conditions or any instructions forming part of this promotions entry requirements or otherwise where a participant has gained unfair advantage in participating in the promotion or won using fraudulent means.
  20. By entering the Contest you agree to being contacted for Contest and marketing purposes by email, mail or telephone, from which you may opt out at any time, and to your personal details being used to administer the Contest
  21. The Winner agrees to participate in publicity arising from the promotion in the form of use of their name and image in a congratulations Contest social media post
  22. Events may occur that render the Contest itself or the awarding of a prize impossible due to reasons beyond the control of MATEBIKE UK. Accordingly, MATEBIKE UK may at its absolute discretion vary, amend or withdraw the Contest and the Winner agrees that no liability shall attach to the promoter as a result thereof.
  23. To the fullest extent permitted by law MATEBIKE UK excludes all liability for any loss, damage or injury suffered by the prize winner and/or their guest as a result of accepting the prize.
  24. The Contest and these Terms and Conditions are governed by English law and each entrant hereby irrevocably submits to the exclusive jurisdiction of the English courts.

Klarna

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

– Financing

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

Slipstream

In cooperation with Slipstream Venture Co 1 Ltd, 261 Lewisham Way, London, United Kingdom, we offer you the following payment options. Payment is to be made to Slipstream:

– Consumer Hire

Further information and Slipstream’s user terms can be found here. General information on Slipstream can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Slipstream’s privacy policy.

Returns/Refunds and Cancellations

On premises contracts

All on premises contracts are final. We only accept returns or cancellations where goods are not of satisfactory quality, do not match a sample or do not match a model seen or examined as defined by the Act. You are encouraged to fully inspect goods prior to completing the contract and before leaving the premises.

Distance and off-premises contracts

The following sections only apply to distance and off-premises B2C contracts. All on-premises and B2B sales, including all bikes supplied under the Cycle to Work Scheme, are final. Goods purchased with finance are subject to the agreement with the finance provider.

Please note that if you wish to exercise your right to return goods under these provisions items must be NEW and UNUSED in order to receive a full refund. The retail sales value of a used item is generally 60% of the new and unused value. THIS APPLIES EVEN IF A BIKE HAS BEEN RIDDEN ONLY ONCE. Please therefore ensure that the item has not been used at all unless you are happy to receive only 60% of what you paid for it when new. Please USE A BOX and proper packing materials. Items damaged due to careless packaging will not be refunded. Sales of items specially ordered, including specially ordered sizes, or customised to customers requirements are final and may not be returned.

Other than for defective items we do not accept returns of tools unless they are returned unopened and in their original packaging.

Right to cancel

Under the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel distance and off-premises contracts within 14 days without giving a reason.

The cancellation period will expire 14 days from the date on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us, www.matebike.uk, Unit 7, Commonwealth Buildings, Woolwich Church Street, London SE18 5NS, 0203 950 0270, [email protected] of your decision to cancel the contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the below model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. We recommend that you send this by email however if you choose to do this by post then we recommend that you use a signed for service.

Effects of cancellation

Under the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel distance and off-premises contracts within 14 days without giving a reason.

The cancellation period will expire 14 days from the date on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us, www.matebike.uk, Unit 7, Commonwealth Buildings, Woolwich Church Street, London SE18 5NS, 0203 950 0270, [email protected] of your decision to cancel the contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the below model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. We recommend that you send this by email however if you choose to do this by post then we recommend that you use a signed for service.

Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

(a) 14 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from the contract to us. The deadline is met if you send the goods back before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods. This can be arranged by yourself or you can request us to quote you for collection.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. The retail sales value of a used item is generally 60% of the new, unused value. THIS APPLIES EVEN IF A BIKE HAS BEEN RIDDEN ONLY ONCE. Please therefore ensure that the item has not been used at all unless you are happy to receive only 60% of what you paid for it when new.

Model cancellation form

To: www.Matebike.uk, Unit 7, Commonwealth Buildings Woolwich Church Street, London SE18 5NS, 0203 950 0270, [email protected]

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods,

Goods ordered on [date] / Goods received on [date],

Name,

Address,

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Version 1.2.1 updated 09/12/2021