About Us

We “Domex Bikes Ltd” operate the websites www.domexbikes.co.uk and www.domexbikes.com. We are registered in England and Wales under company number 15340602 and have our registered office at Unit C, Surrey Business Park, Weston Road, Epsom, KT17 1JG.

1. Services

  • We offer mobile bicycle repair services within the London & Surrey area.
  • Our employed, qualified mechanics can diagnose and repair a wide range of bicycle issues at your convenience.
  • A full list of services offered is available on our website www.domexbikes.co.uk or by contacting us directly on 0330 400 4000.
  • We do not accept bookings from outside our coverage area.

2. Booking and Appointments

  • To book a service you must be over 18 years of age and the owner/keeper of the bicycle/e-bike.
  • Bookings can be made online or by phone.
  • A one-off call-out & assessment fee will apply.
  • We strive to arrive on time for appointments, but unforeseen circumstances may cause delays. We will communicate any delays promptly.
  • To ensure a smooth repair process, please have your bicycle readily accessible for the mechanic upon arrival.

3. Estimates and Pricing

  • The call-out & assessment fee will include the basic diagnostic/assessment fee to assess the problem/work required with your bicycle.
  • We will provide a transparent quote for repairs before any work commences. This quote will include the cost of parts and labour.
  • You are free to decline the repair if the quote does not meet your expectations, but you will still be charged the Call-out/assessment fee.
  • We reserve the right to adjust the quote if unforeseen issues arise during the repair process. We will always discuss this with you beforehand.
  • Customer agrees to pay for the agreed fee on the agreed payment terms. Customer will be issued an e-receipt, no hard copy will be available. After the service the customer  will receive a service report via email which will show the work completed and any recommendations. You can also review all information by logging into My Repair on the website.
  • If the work required is more complex than originally quoted then Domex Bikes reserves the right to re-book for an additional visit or terminate the repair. Any additional work required will be quoted for separately.

4. Payment

  • Payment is due in full upon completion of the repair service.
  • We only accept payment by Debit or Credit card via a payment link sent to you by text and/or email. We accept only Visa and Mastercard.

5. Warranties and Guarantees

  • We warrant our repairs for a period of 28 days against faulty workmanship, excluding normal wear and tear.
  • This warranty covers repairs but does not extend to parts, which will have their own manufacturer’s warranty of usually 12 months.
  • Damage caused by misuse, neglect, accidents, or improper use of the bicycle is not covered under warranty.

6. Parts and Materials

  • We use high-quality parts from reputable brands for repairs.
  • We will always discuss part options with you before proceeding with the repair.
  • We reserve the right to use alternative parts of equivalent quality if necessary due to stock availability.
  • For “Special order parts” you will need to make payment before any order is placed. All parts remain the property of Domex Bikes until paid in full.
  • To help the environment, Domex Bikes may use recycled components where possible and safe. In this case the customer will be informed and charged accordingly.

7. Customer Satisfaction

  • We are committed to providing excellent customer service.
  • If you are not satisfied with the repairs, please let us know immediately, and we will do our best to provide you with a resolution.

8. Liability

  • We are not liable for any delays or cancellations caused by circumstances beyond our reasonable control (e.g., severe weather, traffic disruptions, sickness).
  • We are not liable for any damage to your bicycle caused by pre-existing conditions or normal wear and tear.
  • Domex Bikes will not be liable for any damage to property, lost income, profits, economic or commercial losses and third-party claims.

9. Cancellations

  • At the latest, you must inform us by 4pm on the previous working day if you wish to cancel a booked appointment without a cancellation fee.
  • Same-day cancellations or missed appointments will be charged the call-out fee.

10. Data Protection

  • We collect and store your personal information for booking purposes and future service reminders.
  • We will never share your information with third parties without your consent.
  • You can request access to or deletion of your personal data at any time.

11. Governing Law

  • These terms and conditions are governed by English law.

12. Entire Agreement

  • These terms and conditions constitute the entire agreement between you and us regarding the provision of mobile bicycle repair services.

13. Complaints

We always endeavour to provide the best service and/or products we can to our customers. However, we recognise that, on rare occasions, our customers may not be fully satisfied. To ensure we can put things right, please observe our Complaints Policy below:

  1. Observe and check the work carried out as soon as the repair or service is complete and you are happy with it. In the unlikely event that there is anything you are not completely satisfied with please follow our procedure for logging a complaint.
  2. Email. Email us : help@domexbikes.co.uk with your job reference number and/or with your full name and address including your post code.
  3. Phone. Call us on: 0330 400 4000
  4. Post. Write to us: Domex Bikes Ltd, Unit C, Surrey Business Park, Weston Road, Epsom KT17 1JG (please request a proof of receipt)
  5. In all the above an escalation reference will be created and we will endeavour to acknowledge receipt of your complaint within 2 business days providing you with a timeline for the next steps.
  6. In any case, your complaint will be reviewed, considered and a response provided with input from all relevant personnel including most senior management.

If we are unable to resolve your complaint using our own procedure, you may address your complaint with your local Trading Standards Office or Consumer Ombudsman.

14. Variation to Terms & Conditions

  • We have the right to revise and amend these terms and conditions from time to time.
  • You will be subject to the policies and terms and conditions in force at the time that you order goods and or services from us.