Regulations in a bicycle workshop - what to look for?
Many times when talking to bicycle workshop owners we are asked if it is necessary to describe the rules of the workshop or what should be the proper rules and content? These questions are important as the regulations clearly define the rules of the workshop, which the customer agrees to by returning the bike. We have stressed many times that such a document should be placed in a visible place.
To begin with, a customer who gives his bike to a bike repair shop enters into a verbal contract for the service. Of course, each party has its own rights and obligations, which will not be described in detail here, without consulting experts. However, we would like to touch upon the rules of bicycle repairing.
It is known that no one reads the rules and regulations until something happens or something has to be proved in court. It is a document, which at least in a small degree protects the owner against often quarreling customers, but also against improper performance of services and its consequences. It is worth noting that if the service accepts complaints about its repairs, it must also do so on some basis, and such a process should also be described.
Starting from the beginning.
The beginning of each rules and regulations, no matter how long or short, should define all names and entities that will appear in the document. At the beginning it is worth to describe what the service is together with the data from the office together with the main activity profile e.g. "bicycle equipment service, performing repair services of bicycles and bicycle parts delivered to the service by the customer".
It is also necessary to describe the concepts:
- Who is the "customer" coming to the service,
- What is a "repair" (in our understanding),
- What is a bicycle repair receipt, does the customer have to sign it and what does it involve,
- What is the "equipment" being serviced and whether, for example, it should be washed or not, and what if any permanent damage is found that threatens the life or health of the user,
- What is " the regulations" and finally the legal basis.
In the next few paragraphs you need to describe the rules of performing repair services and situations, for example, related to incurring predetermined costs. It is not uncommon for customers to refuse to accept the bike at the workshop, so you can also describe when this refusal occurs. It is not necessary to mention that in case of not collecting the bike within e.g. 3 days after sending the notification about the completion of the repair, a parking fee of a certain amount per each day of delay should be charged.
In case of defects or damages discovered during the service, it is worth taking pictures right away. This procedure should also be described in the regulations. Customers are different and they can come up with different things, but before starting work you can already be protected against being accused of something. Proper and clear procedure will always effectively deter the client from different combinations. In addition, it is necessary to think through the complaint procedure and clearly describe how it should proceed.
RODO and final provisions
If the bodyshop uses software to collect customer data, it is also worth adding a few words about this. Especially what are the needs for collecting this data. If the bicycle workshop has a monitoring system that registers customers' faces, then in addition to information on the door/building about cameras, it is also worth writing at least one point about why and for what purpose such registration takes place.
The final provisions should include information about the fact that in matters not regulated by the provisions of the Regulations the legal regulations apply, the right not to accept the Regulations and thus the lack of consent to perform the service and information about the date of entry into force of the Regulations.
In summary, the shop rules should be displayed in the workshop so that the customer can easily read them. In addition, it doesn't hurt to remind the customer each time he returns the bike to the workshop about the regulations and the need to read them. It is good practice to inform the customer about everything in such a way that each party is aware of their rights and obligations. Looking at different types of regulations in bicycle workshops, relatively well written regulations should have 1-2 pages. It is known that during the season there is no time to remember about all the things concerning customer information, so the proper placement of such rules of service should take care of the matter.