WATTBIKE HOME SERVICE TERMS & CONDITIONS 

1. Booking the Correct Service Tier 

• Our home servicing is offered on a tiered basis. It is the customer's responsibility to select the appropriate service tier when booking. 
• If you are unsure about which tier is suitable for your Wattbike or the issue you are experiencing; please contact our Customer Services team before booking. We are happy to help you choose the correct option. 
• If, following inspection by the service engineer, it is determined that a higher service tier is required than the one originally booked, any additional charges must be paid in full before the engineer is authorised to carry out the additional work. 
• Where payment cannot be taken during the appointment, the engineer will only complete the work included within the service tier originally booked and paid for. Any remaining work will need to be arranged once payment has been received. This scenario is treated as a partially completed appointment, not a failed appointment, and does not attract the rebooking fee described in Section 8. 

Please note that Customer Services are available Monday to Friday 9am until 5pm. Telephone lines operate during limited business hours (Mon - Thurs 10:00 - 16:00 & Fri 10:00 - 13:00), so if payment authorisation cannot be obtained during these times, any additional work may need to be scheduled for a later appointment.

2. Diagnosis 

• Where possible, we will diagnose your bike before your appointment if required, based on the information provided. However, a full diagnosis can only be confirmed once our engineer has inspected the bike in person. As a result, the required level of service or repair may differ from the initial assessment. 

3. Additional Work 

• Our engineers will always endeavour to leave your bike in a safe, usable condition where possible. 
• If, during the service, it becomes clear that your bike requires work covered under a higher service tier, the engineer will advise you accordingly. Any additional work requiring an upgrade must be authorised and paid for through our Customer Services team before it can be completed. 
• Where only a single additional part is required to complete the service, we may fit the part during the appointment and collect payment after the visit. Any additional parts supplied will be recorded and must be signed for by the customer before the engineer leaves. 

4. Guarantee 

• All labour carried out during a home service is covered by a 90-day workmanship guarantee from the date of service. 
• Replacement parts are covered by their own individual product warranties, which may differ from the labour guarantee. 
• The workmanship guarantee covers only the work completed during the service visit. It does not include transport costs, call-out charges, or labour unless otherwise agreed by Wattbike. 
• If the same fault reoccurs, or a replacement part fitted during the service fails within 90 days of the service being completed, Wattbike will arrange a further service visit and cover the cost of the return visit.

4.1 Guarantee Exclusions 

The 90-day workmanship guarantee does not cover faults or damage caused after the service visit, including but not limited to: 

1. Excessive or commercial use of the bike.
2. Corrosion or damage caused by sweat, moisture, or inadequate cleaning and maintenance.
3. Accidental damage, misuse, neglect, or improper storage.
4. Wear and tear of consumable components through normal use.
5. Repairs or modifications carried out by anyone other than Wattbike or a Wattbike authorised service provider.
6. The workmanship guarantee applies only to the work completed during the home service and does not extend to new faults or issues unrelated to the work carried out. 

4.2 Making a Claim 

To be eligible under the workmanship guarantee: 

1. The fault must be reported within 90 days of the original service taking place.
2. The fault must be reported within 10 days of the customer first becoming aware of it.

Where appropriate, Wattbike may choose to supply replacement parts for customer self-installation if the repair is deemed suitable and safe to complete without an engineer attending. 

To report a fault or concern, please send full details including any photos or videos to support the claim, and any troubleshooting steps attempted via our Contact Form.

5. Return to HQ 

In some cases, a repair cannot be completed during a home visit and the bike may need to be returned to Wattbike HQ for further inspection or repair. Any repair work completed above the booked tier, will need to be paid additionally by the customer. 

If, following inspection at our HQ, the additional repair is found not to be required, any agreed transport or shipping charges will still apply, as these costs relate to the collection, transportation and assessment of the bike, and are payable regardless of the outcome of that assessment. 

6. Right to Refuse a Service 

Wattbike reserves the right to refuse or discontinue a home service at any time. This may include, but is not limited to: 

1. Health and safety concerns.
2. Unsafe or inaccessible working environments.
3. Evidence of misuse or unauthorised modifications.
4. Aggressive, abusive or threatening behaviour.
5. Any other circumstance where completing the service is not considered appropriate.

Where Wattbike exercises this right, a travel and administration fee of £90 will be charged to cover the cost of the engineer's attendance and associated administration. Any fees already paid for work not carried out, beyond this travel and administration fee, will be refunded back to the original payment method.  

7. Customer Responsibilities 

The customer is responsible for ensuring: 

1. The bike is accessible and safe to work on.
2. Adequate working space is available for the engineer.
3. Accurate information is provided when booking the service - e.g. details of known faults or issues; correct address & contact details.
4. The correct service tier has been selected.
5. Any additional charges authorised during the appointment are required to paid in full within one business day.

8. Cancellations, Rebooking and Failed Appointments 

If you need to cancel or rearrange your home service appointment, you must provide at least one full business days' notice before your scheduled appointment. Customers living in a surcharge area must provide three full business days' notice due to the additional travel arrangements required. 

To cancel or rearrange your appointment, please contact Wattbike Customer Service Team and the engineer who is handling your booking as soon as you are able. This is to ensure that we can appropriately replan routes and minimise wasted time.  

8.1 Failed Appointments 

An appointment will be treated as a failed visit where the engineer is unable to carry out the service due to circumstances within the customer's control, including but not limited to: 

1. The customer is not present at the agreed appointment time.
2. The engineer cannot gain access to the property.
3. The bike is not available for service.
4. The working environment is unsafe, unsuitable, or does not provide adequate space to complete the repair.
5. The bike has not been prepared as agreed and the service cannot reasonably be completed.

Failure to provide the notice required above, or a failed visit as described in this section, may result in a rebooking fee being charged before another appointment can be arranged. This rebooking fee is set at £90 and covers standard administration and rescheduling. Where a failed visit results in engineer travel costs, accommodation, congestion or ferry charges, or other reasonable expenses beyond what the rebooking fee is intended to cover, Wattbike reserves the right to recover these additional costs separately, itemised and evidenced on request. 

If the engineer is delayed or prevented from carrying out the service due to reasons attributable to the customer, Wattbike cannot guarantee that the service can be completed on the same day. 

8.2 Servicing Appointments - Rescheduling by Wattbike

Wattbike will provide a minimum of one (1) business day's notice if a scheduled service engineer appointment needs to be cancelled or rearranged. This notice period does not apply where the cancellation arises from circumstances beyond Wattbike's reasonable control, including but not limited to engineer illness or injury, vehicle breakdown or road traffic issues affecting travel to the appointment. In such circumstances, Wattbike will notify the customer as soon as reasonably practicable and will use reasonable endeavours to rearrange the appointment at the earliest available opportunity, prioritising the customer's rearranged booking ahead of new appointment requests.

9. General 

Our engineers will always aim to complete your service during the scheduled visit and provide the best possible outcome. However, due to the nature of mechanical diagnosis, some faults can only be identified once the bike has been inspected in person, and further work or parts may occasionally be required. 

10. Your Statutory Rights 

Nothing in these terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2015.