Our Policies

Our Policies

COVID-19

From the very outset of Covid-19, we have been monitoring and receiving advice from our local, national and global community of qualified health experts along with researching WHO, BMA and government guidelines for best practise.  This led to us closing our doors on March 16th and contacting our four local hospitals to offer support of gifted bicycles as well as servicing, a week prior to government lockdown.  Gifting over £3,000 of bikes to NHS staff, keyworkers and members of a Health Study group we initiated gave support at the first spike of the pandemic in London.  To ensure the safety and wellbeing of our community and volunteers, since reopening, we have implemented strict measures to mitigate and manage safe working during this time of global pandemic and uncertainty.
Booking by appointment only
All servicing is now via appointment only, with sufficient time between appointments to maintain physical distancing between community members.  To contact, phone is best, email second, though we cannot always respond immediately to phone calls.  We are no longer offering Zoom consultations nor training via Zoom as we do not have capacity for this.  We’re investing heavily in building and training our team at the moment to meet growing demand.
Volunteer-only workshop access
Since reopening, and until further notice, our workshop is only accessible to volunteers.  There are clear public guidelines on the outside of our workshop, along with markings for physical distancing, and clear volunteer guidelines within our workshop for volunteers to adhere to safe working practices.  All volunteers have been briefed and consulted and are in agreement with measures to maximise the safety and wellbeing of each other and our community, in order to mitigate the risk of catching or passing on Covid-19.
Reduced access, shared responsibility
We have increased the working distance between volunteers and wherever practicably possible, maintain 2m distancing at all times.  Bikes are received outside the workshop and our policy of charging £25 for receiving heavily dirt-laden bikes has been changed so that ALL bikes entering the workshop must now arrive in a clean condition.  We are not expecting highly polished bikes, but we cannot spend up to half an hour cleaning a bike before we can assess or service it.  As well as minimising risk and spread of Covid-19, taking responsibility for cleaning your bike before bringing it to us means we are able to support more community members during extremely busy times.  We are grateful to our customers for understanding this request and taking ownership of this small task.
Payment and handling
Whilst we always prefer to receive payment via electronic banking as this is the most efficient and mutually cost effective method, we still accept card payments and the surface of our contactless card reader is cleansed after each use.  Some of our community do not have cards or access to electronic banking or prefer to use cash.  Whilst this is inconvenient for us and also adds risk, we remain open to receiving cash payments from clients and beneficiaries.  We are an inclusive workshop and do not wish to exclude members of our community due to access of payment means, perhaps beyond their immediate control.
PPE and Cleaning
As a workshop that has always supplied volunteers with high quality protective gloves, aprons and eye glasses where appropriate, mandating their use through policy, we are proactive with safety measures for handling and risk management.  Having chosen to use the 100% ecological brand Green Oil at the outset for aerosol lubricants, chain oils and degreasers, we have also minimised risk further for mechanics as most other workshops still use chemical products that are known to irritate and aggravate the skin and airways.  We have tripled the amount of Isopropyl Alcohol we are using, largely for surface sanitisation, and in September finally received bulk shipment of Zoono, the same antimicrobial surface sanitiser used by TFL and Network Rail, further reducing risk.  We have always had strict policies of cleaning workbenches after every shift and cleaning and inspecting tools after every use.  This is reinforced through signed policy agreements and our ‘best practise’ habits have proven invaluable during this time as safety is second nature.  Doors and contact points are also now cleaned after touching – much more regularly than before.
Handwashing
From the outset, our workshop has been equipped with antibacterial handwashing foam and we provide our own supply of handwashing liquid soap for volunteers.  We require that hands are washed before and after every shift and as usual, that gloves are worn at all times wherever practicable and replaced if torn or damaged.
Track & Trace and Disclosure
We strongly request that any clients or beneficiaries who are suffering from symptoms of Covid-19, such as a high temperature, persistent cough or lack of taste/smell do NOT come to the workshop or any events we are hosting or supporting.  We strongly request that any clients or beneficiaries who have contracted Covid-19 and may have put our volunteers or other community members at risk, contact us at the earliest available opportunity so we may inform and alert anyone who may have subsequently come into contact with the virus.  We do not live in 1984, so will not be policing disclosure with Orwellian surveillance technologies. What will see us through this pandemic is trust, respect, mutual support, accountability and responsibility.  We are confident that the nature of clients and beneficiaries we engage with means we will be informed of risk, and with all the preventative measures we are undertaking, we believe we’re creating a safe environment within which to continue delivery of our services and offerings.

Suggested sources of information that are clear and simple to read can be found at the World Health Organisation, the NHS and Public Health England

 

PRIVACY AND GDPR

On 25 May 2018 the new General Data Protection Regulations (GDPR) came into force. Under the terms of these regulations we are required to inform you about your personal data that we hold and how and by whom it can be accessed.
Permission to store and process your data
As someone who is a client or beneficiary or interested in the work of Pro Bike Service C.I.C, we need to record personal data, some of which is held digitally and some as hard copy – for example Service Form data – to be able to assist you with our work, also to keep you updated with news and events.
We need your permission to store and process your data for this purpose.
What is personal data?
Personal data is information which can be used to identify you. This includes your name, email address, postcode and may include other information such as the make and model of your bike/s.
Where is the data stored?
Your information is stored electronically on our disk-level encrypted Linux machines and encrypted backup drives, WordPress running from our secure hosted Internet Server and Malichimp.  Emails sent via our contact page are also subject to Google API’s terms of service for reCAPTCHA as stated on the base of our contact page.  Any hard copies of data are filed securely within a locked cabinet located within our high security workshop or locked within our office. Both electronic and paper systems can only be accessed by those volunteering for Pro Bike Service CIC with the appropriate security level clearance permissions.  In the rare event that data needs to be shared with trusted supporting service partners – for example, Loughborough University London as part of our Collaborative Projects programme – then signed Non-Disclosure Agreements and Data Protection Agreements will be in place. We are happy to share these detailed agreements with you on request.
How will your data be used?
Your data will be used to record work needed and delivered on your bike or micro-mobility vehicle, for stock and inventory control and other internal systems processing needs such as this, also to collect data and analytics which allows us to serve you better or contact you to inform you of services or events you have expressed an interest in.  There may be instances where we share data with a third party as required by law, for example if we believe a bike to be stolen we will investigate this and if a theft is confirmed, we will share the associated personal data with the Police for the purposes of securing community wellbeing.
What is a Data Controller?
A Data Controller is someone with the responsibility for controlling your data and ensuring that your data is processed according to the law.  For example, they are responsible for making sure that the information held about you is accurate and that it is kept secure. Lawrence Mohammed, CEO and Founder, is the Data Controller responsible for Pro Bike Service CIC’s data, or more succinctly, the data that data that Pro Bike Service CIC stores and manages on your behalf.
Action to be taken by you
We do not require you to take any action at this time and will assume that unless otherwise expressed, you consent to us recording personal information about you as per the information disclosed above.  To be clear, our social enterprise model is based on strong values and beliefs, including Stewardship and we take our role as stewards within our realm of Active Mobility very seriously.  We believe that your personal data should be owned by you, not us, and we seek to protect this as we seek to protect our community and environment.  Suggested further reading about GDPR can be found on the Information Commissioner’s Office website.

 

SALE OF GOODS

General
We rarely (and are not intending to) sell retail parts or goods directly from our workshop as we believe it is more convenient and cheaper to purchase these online, or more appropriate to purchase these from a local independent retailer set up for this.  In the rare instances we are asked to sell goods directly, we ensure these are of satisfactory quality, fit for purpose and correspond to the description provided. In the event that a good is faulty or damaged, if this is pointed out or the buyer has every opportunity to inspect the items before purchase and the fault would have been obvious, we are not required by law to refund or replace the good. 

Pricing
The gift economy model of our business is very different to the standard retail models and as such, since inception, proved difficult to navigate in terms of law, rights, customer and retailer protection.  By law, Pro Bike Service CIC or our clients/beneficiaries can withdraw from a sale at any time up to the exchange of cash, or payment by credit/debit card or electronic transfer, after which point a contract would become legally binding. For instance, if a client/beneficiary pays for goods which have been under-valued, and we realise we have made a pricing mistake as the client is leaving the premises, there is absolutely no redress for us. Any dispute must be resolved before goods are paid for.  As payments for services and training are made AFTER work is delivered, we are not sure how this stands. In essence, we aim to deliver exceptionally good services and offerings for our community and trust that our clients and beneficiaries will pay according to their means for these.  All items for sale should be priced either individually or a price given next to the item.  The nature and variance of bicycle parts and multi-part storage containers in our small workshop (focused on servicing and training rather than sales) means that not all parts will be price marked individually in their container. This information however will be recorded on our inventory and accounting systems and is visible in the workshop.

Second hand goods
Under the General Product Safety Directive, Pro Bike Service CIC ensures that all goods sold are safe – this applies to everything from an inner tube upwards. The definition of ‘safe’ is complying to the nearest relevant standard, in the case of bicycles, BS EN Standards 14764 etc.  Even though second hand bicycles are excluded from the standards themselves, this legislation means that they should comply in every way possible, bearing in mind the age, condition and price of the cycle.  We always ensure that all refurbished or custom-built bikes are as closely compliant to standards as possible, including the fitment of appropriate reflectors and bells (unless expressly requested by a client or beneficiary).  All bicycles or frames that are donated, sold or gifted are also checked and/or logged with Bike Register, the national database used by the Police. Where appropriate, log books will be made available and transfer of ownership online is recommended so that the new owner has registration of the bicycle to their primary address. This is encouraged as it provides traceability in the unfortunate event of theft/damage/loss. Refurbished or Custom Built bicycles will have been thoroughly checked but it should be understood that all bicycles require servicing and maintenance, especially if ridden regularly or stored outside. We offer training courses as well as bicycle servicing and are happy to offer these and/or tips and advice required to maintain your bicycle.  Suggested further reading can be found at your Local Trading Standards Office

 

INTERNAL POLICIES

We have numerous other policies; from Code of Conduct to Manual Handling, Equal Opportunities to Complaints, Fire Safety to Self Assessment Display Screens documents.  If you would like to see the latest revision of any of these, feel free to contact us.