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Support Centre

Frequently Asked Questions

If you can’t find the answer to your question or you just want some help or advice, please get in touch and we’ll be happy to assist.

Getting started

No problem. Just give us a call and we’ll talk through your requirements and advise you of the options which would be best suited to you. Alternatively, you can book the service you think may be appropriate and simply make a note under ‘Extra details’ on the booking page and we will assess your bike when we arrive and give you a recommendation

If your bike is very dirty, we recommend that you give it a wipe down before you hand it over to us, as this will mean you get the most out of your service (and we will be required to add a cleaning charge for extremely dirty bikes). Other than that, we just ask that you have your bike ready for your service at the booked time (and remember we will arrive anywhere up to 1 hour from that time).

If you choose a mobile mechanic option, the servicing will be completed while you wait (at your home or work). For collection/delivery options, we aim to have your bike returned to you within 48 hours (provided you are available to take delivery). If you require new parts or components these may need to be ordered in, which will most likely delay the return of your bike by a few days – but we will also discuss this with you beforehand to ensure you are clear on likely turnaround times. We will always arrange a delivery date/time with you at least 1 day in advance. If there is no-one available to take receipt of your bike at the agreed delivery time, we will hold on to the bike until you are available however we can only keep hold of your bike for a maximum of 1 month, at which point we have the right to dispose of it unless otherwise agreed with you. Please note that if you are not available to take receipt of the bike at the agreed delivery time, a fee will be charged for re-delivery.

 

Unfortunately our system doesn’t currently allow you to book multiple bike services at the same time, although we are working to fix this. However, if you have more than one bike that you want serviced, simply book one service and send us an email advising us of the details of any additional bikes you would like serviced (remember to tell us what you service you require for them), and our driver will collect all of the bikes together on the date/time selected. Payment for any additional bikes can be made via a secure payment link (which we will send you once we have started the service).

We provide mobile bike servicing via our network of vetted, qualified local mechanics. All booking and payment is managed through our platform, and we provide customer service should you have any question or problems prior to or after your service. All you need to do is book a service via our website (including the date, time and location that suits you) and we will match you with a qualified local mechanic who will come to you and service your bike in a fully equipped mobile workshop. Some of our mechanics like to work in a traditional bricks-and-mortar workshop, but they will collect and return your bike for free (and we’ll always give you the option – if you prefer your bike is serviced on the spot, we’ll make sure to match you with a mechanic that can do that).

Collections and deliveries

If you choose a mobile mechanic option, the servicing will be completed while you wait (at your home or work). For collection/delivery options, we aim to have your bike returned to you within 48 hours (provided you are available to take delivery). If you require new parts or components these may need to be ordered in, which will most likely delay the return of your bike by a few days – but we will also discuss this with you beforehand to ensure you are clear on likely turnaround times. We will always arrange a delivery date/time with you at least 1 day in advance. If there is no-one available to take receipt of your bike at the agreed delivery time, we will hold on to the bike until you are available however we can only keep hold of your bike for a maximum of 1 month, at which point we have the right to dispose of it unless otherwise agreed with you. Please note that if you are not available to take receipt of the bike at the agreed delivery time, a fee will be charged for re-delivery.

 

Yes, but please cancel no less than 24 hours from your collection appointment in order to avoid any cancellation charges. Cancellations can currently be made by telephone or email (and we will email you back to confirm the cancellation.)

Yes. Just give us a call or send an email and we can amend your service and send you a confirmation email. You can also let the mechanic know if you require something different, and they will provide you with a quote for the additional work.

Sometimes delays do occur due to traffic, but our mechanics should always contact you to advise where possible. In the unlikely event that your mechanic does not show and you have not received any communication, please give us a call.

At the moment we can only return your bike to the same address it was collected from

Absolutely. The only requirements are that you or someone else is available to hand over the bike when we arrive at the location, and that there is sufficient access/parking within or near to the building.

We are a new company and at present, we are only operating in certain areas but we are planning to expand our service to different locations in the future. Please subscribe for updates via our homepage and we’ll keep you informed.

Unfortunately our system doesn’t currently allow you to book multiple bike services at the same time, although we are working to fix this. However, if you have more than one bike that you want serviced, simply book one service and send us an email advising us of the details of any additional bikes you would like serviced (remember to tell us what you service you require for them), and our driver will collect all of the bikes together on the date/time selected. Payment for any additional bikes can be made via a secure payment link (which we will send you once we have started the service).

Products and services

If you choose a mobile mechanic option, the servicing will be completed while you wait (at your home or work). For collection/delivery options, we aim to have your bike returned to you within 48 hours (provided you are available to take delivery). If you require new parts or components these may need to be ordered in, which will most likely delay the return of your bike by a few days – but we will also discuss this with you beforehand to ensure you are clear on likely turnaround times. We will always arrange a delivery date/time with you at least 1 day in advance. If there is no-one available to take receipt of your bike at the agreed delivery time, we will hold on to the bike until you are available however we can only keep hold of your bike for a maximum of 1 month, at which point we have the right to dispose of it unless otherwise agreed with you. Please note that if you are not available to take receipt of the bike at the agreed delivery time, a fee will be charged for re-delivery.

 

We service any road, mountain or hybrid bikes. At the moment we are unable to service e-bikes, track bikes, and other specialist bikes.

Yes, we are happy to service the bike regardless of the condition or age but there limitations to what can be achieved when bikes are in poor condition (we can sometimes work miracles but not every time!) We’ll also advise you on any limitations and how these may be resolved (for example, replacing components). If your bike is extremely dirty, we will require you to pay an additional cleaning charge as this will increase the time required to complete the service – however, we will always seek your approval before proceeding with this.

No problem. Just give us a call and we’ll talk through your requirements and advise you of the options which would be best suited to you. Alternatively, you can book the service you think may be appropriate and simply make a note under ‘Extra details’ on the booking page and we will assess your bike once when we arrive and give you a recommendation.

Absolutely. At BikeUp we are all cyclists and we have a great love of bikes, so looking after them and treating them well is of paramount importance to us.

Yes, your bike is fully covered whilst in our possession. We are fully insured for fire, theft and damage in both our workshop and whilst your bike is in transit.

All of our mechanics are professionally qualified (City and Guilds Level 2/Cytech 2+ or equivalent experience), are trained to industry standards and have substantial industry experience. We follow strict quality assurance procedures to ensure our mechanics are operating correctly and providing meeting industry leading standards. If for any reason you have concerns about the quality or standard of work completed by a BikeUp mechanic, please get in touch and we will investigate the matter.

We stock the parts and components required to conduct bike servicing (cables, bar tape, inner tubes etc) and we also stock a limited selection of related products such as chains, tyres, and cleaning kits. Simply select your service and proceed to booking to view and select any ‘Optional Extras’ (and remember that the quoted price includes fitting). If you have purchased any parts or components, we are happy to fit these for you (there will be a small charge if you book the Standard service, but otherwise we will do it for free as part of your service).

Yes. We offer a 3 months guarantee on the work we have carried out for you. There are some exceptions, and you should check our T&Cs for full details.

If there is an issue with the servicing work we have conducted please call or email us immediately and we will talk through it with you and arrange any rework that is required. Whilst we are diligent and take great care to ensure your bike is working properly, we would still urge you to giving it a short test ride when you receive it back, prior to taking on any public roads or trails and contacting us if you have any questions or concerns. Please also note that you are responsible for the ongoing maintenance of your bike, and we recommend you carry our regular safety checks to ensure it is functioning correctly.

Unfortunately our system doesn’t currently allow you to book multiple bike services at the same time, although we are working to fix this. However, if you have more than one bike that you want serviced, simply book one service and send us an email advising us of the details of any additional bikes you would like serviced (remember to tell us what you service you require for them), and our driver will collect all of the bikes together on the date/time selected. Payment for any additional bikes can be made via a secure payment link (which we will send you once we have started the service).

We will always check your spoke tension and wheel true as part of the service, and highlight any issues to you. In some cases, we may be able to make adjustments in order to true your wheels, but if your wheels are badly damaged or are specialist (such as expensive/carbon rims), you will need to take this to a wheel specialist. We will always discuss options with you and advise you on the best course of action.

Payment and billing

When you book a service we reserve the total amount on your card but we only take payment once we begin servicing your bike. We’ll also email you at that point to confirm that your card has been charged. Please note that we can only authorise payment for up to 7 days. If you wish to book a service more than 7 days in advance, we will be required to take the payment prior the appointment (but we will refund the amount of the appointment is cancelled for any reason). 

Every bike will be assessed when it reaches our workshop and if we identify additional issues we will always ask for your approval before proceeding with the work. Please note that we may require you to confirm your consent to any additional work by signature – this is for your protection as well as ours.

 

Provided you gave us at least 24 hours notice there will be no charge. See our T&Cs for full details (you can access them via the footer menu.)

We use a highly secure payment system called Stripe. You can read about their security on their website.

Corporate services

Yes. Please contact us by telephone or email to discuss options and pricing.

Yes, we are always looking to sign up suitably qualified, experienced mechanics. Please complete the contact form at the following link and we’ll get in touch with you to have a chat about opportunities: https://www.bikeup.co.uk/for-mechanics/

 

 

Still unsure?

Ask Us
Email Us On info@bikeup.co.uk
Or Call Us on 0141 370 2684

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