Service & Collection Policy
This policy outlines the service, collection, storage and workshop procedures used by Balmain Bicycle Mechanic.
Service Authorisation
By leaving your bicycle with Balmain Bicycle Mechanic, you authorise the requested inspection, service or repair work to be carried out in accordance with this policy.
Where additional work is recommended, we'll normally contact you for approval before proceeding.
Estimates & Additional Work
Initial estimates are provided at no charge following a visual assessment. Some issues only become apparent during servicing or disassembly, so additional work may occasionally be identified once work has commenced.
Where additional repairs or replacement parts are recommended, we'll normally contact you for approval before proceeding. If we're unable to reach you and the additional work is reasonably required to safely complete the authorised service, we may proceed with those repairs.
Final invoices may differ from the original estimate where additional labour or parts are required.
Payment Terms
Payment Timing
All services, repairs and purchases must be paid in full prior to collection or dispatch.
Deposits
A deposit may be required for special orders, pre-orders, custom builds, restorations and selected first-time customer jobs.
Deposits secure workshop time, stock or supplier commitments and may be non-refundable where work has commenced or items have been ordered or allocated.
Work in Progress
Bicycles are assessed on arrival. Where additional work is identified, we'll contact you for approval before proceeding.
Approval of quoted work constitutes authorisation to proceed with the agreed scope of work.
Once a service or repair has commenced, labour performed and any parts ordered or installed are chargeable. If a customer chooses not to proceed after approval has been given, charges will apply for all work completed and costs incurred up to that point.
Assessment Fees
Standard Assessment
Workshop quotations are provided at no charge where the quoted work proceeds. If a quotation is prepared and subsequently declined, an Evaluation Fee of $25 may apply.
Additional Assessment
Not every bicycle can be accurately assessed during a standard visual assessment. Where additional professional assessment is required because of a bicycle's condition, previous modification, partial disassembly or prior repair, an Additional Assessment Fee of $50 may apply.
The Additional Assessment Fee replaces the standard Evaluation Fee and is not waived if the quoted work proceeds.
Release of Goods
Bicycles and goods will not be released until all outstanding charges have been paid in full.
Changes & Cancellations
We understand that plans can change. If you need to reschedule or cancel, please let us know as soon as possible.
Where work has not yet commenced, cancellations may be accommodated. Deposits may be retained or applied as store credit where workshop time has been reserved or stock has been ordered or allocated.
Once work has been approved and commenced, labour performed and any parts ordered or installed are chargeable in accordance with our Payment Terms.
Pre-orders, special orders and custom work may not be cancelled once supplier or workshop commitments have been made.
Missed appointments or late changes may require an administration fee and a deposit for future bookings.
Safety
Where safety-critical issues are identified, we'll advise you of the recommended work required to bring the bicycle to a safe and serviceable condition.
If recommended safety-critical repairs are declined, the bicycle may be deemed unsafe to ride. In such cases, we may limit or decline reassembly to a rideable standard.
Any labour performed and costs incurred remain chargeable in accordance with our Payment Terms.
Bicycles returned without recommended safety work completed are released as-is, and we cannot accept responsibility for issues arising from declined repairs.
Post-Service Adjustments
Following servicing, customers may return within 7 days for minor adjustment checks directly related to the original work performed, such as gear or brake fine-tuning.
This is limited to minor adjustments only and does not include additional repairs, replacement parts, wear and tear or issues unrelated to the original scope of work. Where further work is identified, we'll advise you and additional charges may apply.
Collection Timeframes
Bicycles
Once a bicycle is ready for collection, whether following servicing or after purchase, we'll notify you. Due to limited workshop space, bicycles should be collected within 7 days of notification.
Accessories & Parts
Purchased accessories or parts, including items ordered specifically for you, should normally be collected within 14 days of notification.
Storage Fees
Due to limited workshop space, bicycles remaining beyond 7 days may incur storage fees of $10 per day.
Uncollected / Abandoned Items
If bicycles, parts or accessories remain uncollected after 30 days, despite reasonable attempts to contact you using the details provided, they may be treated as uncollected goods and handled in accordance with applicable NSW regulations.
Balmain Bicycle Mechanic reserves the right to dispose of, recycle or sell abandoned items to recover reasonable costs associated with storage and inspection.
Workshop Conditions
Pre-Existing Condition of Bicycles
Many bicycles presented for service are used, older or may have existing wear, corrosion or previous repairs. While we take great care during inspection and servicing, Balmain Bicycle Mechanic is not responsible for pre-existing damage, hidden faults or previously worn components that become apparent during service.
If we discover significant issues during inspection, we'll normally contact you before continuing with additional work.
Additional Assessment
Not every bicycle can be accurately assessed during a standard visual assessment. Bicycles that have been modified, partly disassembled, previously worked on by the owner or a third party, or are otherwise of uncertain condition may require additional professional assessment before servicing can commence.
Additional assessment may be required to verify previous workmanship, identify non-standard components or modifications, assess compatibility and safety, or determine the extent of any rectification work required.
Where an Additional Assessment Fee applies, any rectification work identified will be discussed with you and quoted separately before work proceeds, unless immediate action is reasonably required to safely complete the authorised service.
Seized, Worn or Aged Components
Older bicycles or bicycles that have not been serviced regularly may have seized, corroded or heavily worn components. In some cases, removing or servicing these parts can result in components breaking, threads stripping or parts becoming unusable.
By authorising service, you acknowledge that this risk exists when working on older or heavily used bicycles. Where possible, we'll discuss these risks with you before proceeding.
Safety and Repair Decisions
Our priority is rider safety. If we believe a bicycle is unsafe to repair, unsafe to ride or requires work beyond what was originally requested, we may recommend additional repairs or decline to complete certain work. In these situations, we'll explain our recommendation and discuss the available options.
Test Riding
Bicycles may be test ridden by Balmain Bicycle Mechanic staff where necessary to diagnose faults or confirm that repairs have been completed correctly.
E-Bikes and Electrical Components
E-bikes and electrically assisted bicycles contain electrical systems, batteries and software that may require specialised diagnostic tools or manufacturer support. Balmain Bicycle Mechanic may decline to service or diagnose certain electrical or battery-related faults if appropriate tools, parts or manufacturer support are not available.
We are not responsible for faults relating to battery systems, motor units or software unless explicitly agreed as part of the service.
Customer-Supplied Parts
Customers are welcome to supply their own components for installation. A $25 surcharge per part applies to customer-supplied items, in addition to standard labour.
All customer-supplied components must be provided in original, unused packaging.
Installation of customer-supplied parts is at the sole discretion of Balmain Bicycle Mechanic. We reserve the right to decline installation where parts are unsuitable, incompatible or of uncertain quality.
While all care is taken, we cannot guarantee the compatibility, performance or longevity of customer-supplied components and accept no responsibility for faults arising from their use.
If accepted parts require additional labour or create unforeseen issues during installation, we'll advise you before proceeding where possible.
Relationship with Terms of Service
This Service & Collection Policy forms part of our Terms of Service and should be read together with them. If there is any inconsistency between this policy and the Terms of Service, the Terms of Service prevail.
Closing Statement
Our goal is to provide careful workmanship, honest advice and a professional workshop experience for every customer.