1. Service Requests and Scheduling
A submitted request is not confirmed until we accept and schedule it. Please provide accurate contact, bicycle, component, and service information. Requested drop-off and completion dates are estimates until confirmed.
Customers may cancel online until 24 hours before the scheduled booking date. Inside that window, please contact us directly. A late cancellation does not automatically create a fee or deposit forfeiture unless that consequence was disclosed and agreed to when the booking was made.
2. Drop-Off and Intake
The person delivering an item must be its owner or authorized by the owner. Remove cash, electronics, bags, loose accessories, and unrelated personal property unless they are needed for the requested work.
At intake we may record identifying details, condition, serial numbers, components, photographs, and existing damage. Tell us about crashes, unusual modifications, intermittent problems, prior repairs, intended use, and safety concerns.
3. Inspection and Estimates
An estimate prepared before intake or detailed inspection is preliminary. Final recommendations may change after inspection, cleaning, disassembly, measurement, or testing.
We will explain material findings and request approval before performing additional work that materially changes the authorized scope or price. Declining recommended work may limit what we can complete. Safety-critical concerns may be recorded on the work order and completion documents.
4. Parts and Special Orders
Parts availability and supplier timelines are not guaranteed. We will communicate significant delays when reasonably possible.
Special-order, custom, installed, modified, or specifically sourced parts may be final sale if that restriction is disclosed before purchase. Any required deposit and its cancellation treatment will be disclosed before payment.
If an approved part becomes unavailable or incompatible, we will request approval before substituting a materially different part or price.
5. Customer-Supplied Parts
We may decline to install a customer-supplied part if its origin, condition, specification, compatibility, or safety cannot be established.
Manufacturer and retail warranties on customer-supplied parts remain the customer's responsibility. We remain responsible for the quality of installation work we agree to perform, but not for defects inherent in a customer-supplied part.
Additional labour caused by missing hardware, incorrect specifications, defects, or incompatibility may require a revised estimate.
6. Testing and Safety
You authorize reasonable inspection, adjustment, diagnostic operation, and test riding needed to assess or verify authorized work unless you tell us otherwise before service. Test riding will be limited to what is reasonably necessary.
No inspection can guarantee discovery of every hidden or future defect. Stop riding and contact us if anything feels loose, unstable, damaged, or materially different after service.
7. Completion and Pickup
We will notify you when an item is ready. Please collect it promptly and keep your contact information current so notices reach you.
Storage charges will apply only if the amount, grace period, and start date are communicated before the charge is incurred. We will make reasonable attempts to contact you before treating property as unclaimed and will handle unclaimed property only in accordance with applicable law.
Payment for authorized work, approved parts, and disclosed charges is due before release unless other arrangements were agreed to.
8. Workmanship and Product Concerns
If you believe authorized work was performed incorrectly, contact us promptly and stop using the bicycle if safety may be affected. Give us a reasonable opportunity to inspect the concern.
Where our workmanship is deficient, we will correct it within a reasonable time without charging again for the same corrective labour. This does not cover normal wear, new damage, misuse, accidents, ignored maintenance, unrelated failures, unauthorized changes, or defective customer-supplied parts.
Manufacturer warranties may apply to products. We will reasonably assist with a valid warranty claim for goods purchased from us, but the manufacturer's process and remedy may control.
These policies do not limit statutory warranties or consumer remedies.
9. Merchandise Returns and Exchanges
Change-of-mind returns are not guaranteed. Unless a different policy was disclosed at purchase, requests to return regularly stocked merchandise should be made within 14 days with proof of purchase.
Accepted merchandise must be unused, uninstalled, complete, and in resalable condition with its original packaging. Special-order, custom, installed, modified, clearance-marked final-sale, and used items are not eligible for change-of-mind return unless we agree otherwise.
Defective, unsafe, or misdescribed goods are handled according to applicable law and any applicable manufacturer warranty.
10. Respectful and Safe Service
We may refuse service or ask a person to leave where conduct is threatening, discriminatory, abusive, fraudulent, unsafe, or unlawful. This does not affect payment or refund rights concerning work already authorized or goods already purchased.
11. Questions and Complaints
Questions about a service request, invoice, return, or these policies should be directed to Trackstand Cycleworks using the contact information published on our website. Please include the relevant request, work-order, or invoice number.