Terms & conditions

1. General

1.1 Company information

Tri Velo Logistics Ltd is a limited company registered in the United Kingdom.

All prices quoted by Tri Velo Logistics are inclusive of VAT.

1.2 Changes to these Terms and Conditions

Tri Velo Logistics may update or amend information published on its website from time to time.

Any changes to these Terms and Conditions will not affect bookings that have already been confirmed, unless the change is required by law or has otherwise been agreed with you.

1.3 Inspection and security

For safety, security, regulatory or other legitimate operational reasons, Tri Velo Logistics reserves the right to inspect items presented for transportation. This may include opening packaging or inspecting a bike, rucksack, luggage or other items without prior notice where reasonably necessary.

Tri Velo Logistics may refuse to transport any item that is:

• prohibited by law or applicable regulations;
• considered unsafe;
• inadequately packaged or prepared;
• likely to cause damage to other bikes, property or persons; or
• otherwise unsuitable for transportation.

Where possible, we will notify you of any issue identified before transportation takes place.

2. The service

Tri Velo Logistics provides specialist bike transportation services for triathlon, cycling and other sporting events. Our standard service includes:

• collection of your bike from the agreed collection location;
• secure transportation of your bike to the event;
• transportation in accordance with our applicable insurance arrangements;
• making your bike available for collection at the event;
• collection of your bike from the agreed return location following the event; and
• secure transportation of your bike back to the return address specified in your booking.

Exact collection, transportation and return arrangements will be confirmed to you before the event, where reasonably practicable.

2.1 Customer rucksack allowance

When transporting your bike, Tri Velo Logistics will also carry one small rucksack per customer at no additional charge. The rucksack may contain items associated with participation in the event, including:

• wetsuit;
• cycling helmet;
• cycling shoes; and
• running shoes.

The rucksack must:

• have a maximum weight of 7.5kg;
• be securely closed and suitable for transportation; and
• contain only items that are suitable and permitted for transportation.

Customers should not place valuables, fragile items, prohibited items or personal documents in the rucksack.

The rucksack is transported as part of the customer’s booking and is subject to the applicable terms, conditions, limits and exclusions of Tri Velo Logistics’ insurance cover. Any rucksack exceeding the 7.5kg weight limit may be refused or may be subject to an additional charge, at Tri Velo Logistics’ discretion.

3. Customer responsibilities

You are responsible for ensuring that all information provided to Tri Velo Logistics is accurate, complete and up to date. This includes, but is not limited to:

• your name and contact details;
• event details;
• bike collection and return locations;
• collection and return requirements;
• customs declaration information, where applicable; and
• any other information requested as part of the booking process.

3.1 Customs declarations

Where a customs declaration is required, you are responsible for providing accurate, complete and truthful information. Tri Velo Logistics is not responsible for delays, additional charges, failed transportation or other issues arising from inaccurate, incomplete or incorrect information supplied by you.

3.2 Preparing your bike

You must ensure that your bike:

• is available at the agreed collection location at the agreed time;
• is suitable and safe for transportation;
• has been prepared in accordance with any instructions provided by Tri Velo Logistics;
• has removable accessories and loose items properly secured or removed;
• has personal belongings and valuables removed; and
• does not contain items that are prohibited or unsuitable for transportation.

You are responsible for ensuring that any items attached to the bike are adequately secured and suitable for transportation. Tri Velo Logistics is not responsible for delays, damage or failed collection resulting from inadequate preparation of the bike or inaccurate, incomplete or incorrect information provided by you.

3.3 Condition of the bike

The customer is responsible for ensuring that their bike is in a suitable condition for transportation and use. Tri Velo Logistics does not carry out a mechanical safety inspection or service of the bike before transportation. The customer is responsible for ensuring that the bike is safe and suitable to ride before use.

Tri Velo Logistics is not responsible for faults, defects, mechanical issues or component failure that were present before the bike was collected, unless caused by our failure to exercise reasonable care and skill.

3.4 Prohibited items

Customers must not place or leave any dangerous, illegal or prohibited items in or on their bike or rucksack. This includes, but is not limited to, flammable substances, hazardous materials, weapons and any other items prohibited by law or applicable transportation regulations.

Tri Velo Logistics reserves the right to refuse transportation of any item that we reasonably believe to be unsafe, prohibited or unsuitable for transportation.

3.5 Missed collection

If you are unable to make your agreed collection time, you must contact Tri Velo Logistics as soon as possible. If a collection cannot be completed because you were unavailable or failed to meet the agreed collection arrangements, alternative arrangements may be required for the bike to be delivered to Tri Velo Logistics. Additional costs may apply for alternative collection or delivery arrangements. Any refund will be considered in accordance with our Cancellation & Refund Policy.

3.6 Missed return

If you are unavailable at the agreed return time or location, additional charges may apply for:

• redelivery;
• an additional collection attempt;
• storage; or
• other reasonable costs incurred as a result.

Any applicable additional charges will be communicated to you where reasonably practicable.

3.7 Changes to collection and return times

Tri Velo Logistics may amend or adjust collection and return time slots where reasonably necessary due to operational circumstances. Where possible, we will provide as much notice as reasonably practicable and will seek to minimise any disruption caused by such changes.

4. Cancellations and changes

4.1 Customer cancellation

If you wish to cancel your booking, you must contact Tri Velo Logistics at hello@trivelologistics.co.uk and provide:

• your customer reference number; and
• confirmation that you wish to cancel your booking.

Your cancellation will be processed in accordance with our Cancellation & Refund Policy.

4.2 Cancellation by Tri Velo Logistics

Tri Velo Logistics reserves the right to cancel a trip or booking where this is reasonably necessary, including due to operational, safety, regulatory or other circumstances beyond our reasonable control. Where we cancel a booking, we will provide reasonable notice where practicable and will provide any refund to which you are entitled under these Terms and Conditions and applicable law. Any applicable refund will be processed in accordance with our Cancellation & Refund Policy.

4.3 Changes to a booking

You may request changes to your booking, including changes to:

• bike collection location;
• bike return location;
• contact details; or
• other booking information.

All requested changes are subject to availability and operational requirements. Additional charges may apply where a change results in additional costs.

4.4 Transfer of bookings

Bookings are personal to the customer and cannot be transferred to another person.

If you are unable to attend your booked event, you may request to transfer your booking to another eligible Tri Velo Logistics event taking place within the same calendar year, subject to availability and operational requirements. A £25 transfer fee will apply to each approved event transfer.

Where the price of the new event is higher than the original booking, you will be required to pay the difference in price before the transfer can be confirmed. Where the price of the new event is lower than the original booking, no refund or credit will be provided unless otherwise agreed by Tri Velo Logistics.

Event transfers must be requested in advance and cannot be guaranteed, particularly where the alternative event is fully booked or operational arrangements do not allow the transfer. Once a transfer has been confirmed, the booking will be subject to the Terms and Conditions and pricing applicable to the new event.

4.5 Booking change deadline

The standard deadline for requesting changes to booking details is 4 weeks before the scheduled race or event date. Requests received after this deadline should be made as soon as possible. We will consider late requests on a case-by-case basis, but we cannot guarantee that changes can be accommodated.

4.6 Circumstances beyond our reasonable control

Tri Velo Logistics will not be responsible for delays, disruption or failure to provide the service where this is caused by circumstances beyond our reasonable control. Such circumstances may include, but are not limited to:

• natural disasters;
• severe weather;
• civil or social disruption;
• government action or restrictions;
• road closures;
• transport or infrastructure failures;
• significant disruption to transport networks; or
• other circumstances that could not reasonably have been prevented or avoided.

Where such circumstances affect your booking, any refund or alternative arrangements will be dealt with in accordance with the Cancellation & Refund Policy and applicable law. We recommend that customers maintain appropriate insurance covering their bike, travel and any other relevant costs associated with disruption to their plans.

4.7 Additional costs

Where delays, disruption or changes arise from circumstances beyond Tri Velo Logistics’ reasonable control, the customer remains responsible for any additional personal costs incurred as a result. This may include, but is not limited to, additional travel, accommodation, event entry fees or other related costs, unless otherwise required by applicable law.

5. Insurance, damage, loss and transportation

5.1 Tri Velo Logistics insurance

Tri Velo Logistics maintains insurance covering bikes while they are in our care and during transportation. Each bike is covered up to a maximum value of £[insurance cover limit], subject to the terms, conditions, limits and exclusions of our insurance policy. Insurance cover does not necessarily mean that every type of loss or damage is covered.

5.2 Reasonable care

Tri Velo Logistics will take reasonable care when handling, loading, transporting, unloading and storing your bike. Nothing in these Terms and Conditions limits our liability for loss or damage caused by our failure to exercise reasonable care and skill where such liability cannot lawfully be excluded or limited.

5.3 Customer insurance

Customers are responsible for ensuring that they have appropriate insurance for their bike and any associated risks. We recommend that your insurance covers, where appropriate:

• transportation of your bike;
• travel to and from the event;
• use of your bike during racing or sporting activities;
• loss or damage outside the period in which your bike is in Tri Velo Logistics’ care; and
• any other costs or risks that may not be covered by Tri Velo Logistics’ insurance.

5.4 Pre-existing damage, wear and mechanical issues

Tri Velo Logistics is not responsible for:

• pre-existing damage;
• normal wear and tear;
• mechanical failure arising from pre-existing conditions;
• component failure not caused by our negligence or failure to exercise reasonable care and skill;
• loose or inadequately secured accessories; or
• damage resulting from inadequate preparation or packaging by the customer.

This does not limit our liability where loss or damage is caused by our failure to exercise reasonable care and skill.

5.5 Front wheel removal and bike reassembly

For transportation purposes, Tri Velo Logistics may remove the front wheel of your bike. Where applicable, the front wheel will be reassembled at the event before the bike is made available to you.

You are responsible for checking your bike before riding it, including checking:

• the front and rear wheels;
• brakes;
• gears;
• quick-release mechanisms or thru-axles;
• handlebars and other relevant components; and
• any other components that may have been adjusted or removed for transportation.

You should not ride the bike until you are satisfied that it is safe and properly assembled. Tri Velo Logistics is not responsible for mechanical failure arising from pre-existing conditions, normal wear and tear, component failure or incorrect adjustment where such failure was not caused by our negligence or failure to exercise reasonable care and skill.

5.6 Valuables and accessories

Customers should remove valuables, personal belongings and non-essential accessories from their bike before collection. Tri Velo Logistics is not responsible for loss or damage to items that:

• were not declared where declaration was required;
• were inadequately secured;
• were left attached to the bike contrary to our instructions; or
• are excluded from our applicable insurance cover.

5.7 Rucksack contents

Customers are responsible for ensuring that the contents of their rucksack are suitable for transportation and appropriately packed. Tri Velo Logistics does not accept responsibility for loss or damage to valuables, fragile items, personal documents or other items that should not have been placed in the rucksack. The rucksack must not exceed the 7.5kg maximum weight limit.

5.8 Reporting damage or loss

You should inspect your bike and rucksack as soon as reasonably practicable after they are returned to you. Any visible damage, missing items or other concerns should be:

• photographed or otherwise documented;
• reported to Tri Velo Logistics as soon as possible, preferably before the bike is used; and
• supported by any relevant evidence, photographs or documentation.

Any claim should include your customer reference number and be submitted to hello@trivelologistics.co.uk. Failure to report damage promptly may affect our ability to investigate the circumstances or process an insurance claim.

5.9 Insurance excess

Where a claim is accepted under Tri Velo Logistics’ insurance policy, the customer will be responsible for the applicable insurance excess of £[excess amount] per claim, where applicable. Any claim remains subject to the terms, conditions, exclusions and requirements of the relevant insurance policy.

6. Cancellation & refund policy

6.1 Booking closure date

For the purposes of this Cancellation & Refund Policy, the Booking Closure Date is 4 weeks before the scheduled event start date. The time-based refund percentages below are calculated according to the time remaining between the date your cancellation request is received by Tri Velo Logistics and the Booking Closure Date.

6.2 Refund schedule

Cancellation received	Refund
Within 14 days of booking	100%
More than 5 months before the Booking Closure Date	75%
More than 4 months and up to 5 months before the Booking Closure Date	50%
More than 2 months and up to 4 months before the Booking Closure Date	25%
2 months or less before the Booking Closure Date	No refund

The 14-day cancellation provision takes precedence over the time-based refund schedule above.

6.3 Cancellations after the Booking Closure Date

Cancellations received on or after the Booking Closure Date are not eligible for a refund under the standard Cancellation & Refund Policy. This does not affect any rights or remedies that may apply under applicable law.

6.4 Event transfers

Where a customer wishes to transfer their booking to another eligible Tri Velo Logistics event within the same calendar year, the transfer provisions set out in Section 4.4 – Transfer of Bookings will apply. A £25 transfer fee will apply, and any increase in the price of the new event must be paid before the transfer is confirmed.

6.5 Refund processing

Where a refund is due, it will normally be made to the original payment method used for the booking. Refund processing times may vary depending on the payment provider or financial institution.

6.6 Refund requests

All refund requests or refund enquiries must include your customer reference number. Refund requests should be sent to hello@trivelologistics.co.uk. Please include your customer reference number and clearly state whether you are requesting a cancellation and refund or making an enquiry regarding an existing refund.

6.7 Statutory rights

Nothing in these Terms and Conditions is intended to exclude, restrict or limit any rights or remedies that you may have under applicable law. Where a statutory cancellation, refund or other consumer right applies, that right will take precedence over any conflicting provision of this Cancellation & Refund Policy.