Terms of service

Most of our NEW bikes are built to order. To allow us to build your bike to your specification we ask for 7 working days. We’ll confirm every order by email and give you an accurate delivery date, but expect your order dispatched within 7 working days.

Brake set up – We will always set up the front brake to be connected to the Right Hand brake lever for all UK destinations. For International orders outside of the UK, we will use the international standard of Front Brake to the Left Hand brake lever. If you prefer your setup different to these policies, just let us know once you’ve placed your order.
Ex demo / clearance items are fully built bikes and usually ready for dispatch within 48 hours. We’ll confirm every order by email and give you an accurate delivery date.

Parts / accessories / apparel - If showing in stock we’ll aim to get those dispatched within 24 hours.

Pre orders – in some cases we will offer pre orders for parts coming soon. These will always have an accurate delivery date. Once the item returns to stock, we’ll dispatch your order and email you the tracking info.

We accept all major credit and debit cards via our secure payment basket powered by stripe. You can also pay via Paypal.

Alternative Payment Methods: We also accept Bank Transfer and Cash. Bank Transfer orders will be shipped following the funds clearing into our account. Please contact us directly if you would rather pay by one of these methods.

If you have any queries on these payment methods, give us a call or email on +44(0)191 4932654 or info@vielosports.com

We reserve the right to cancel your order prior to dispatch if we believe it to be fraudulent or due to circumstances perceived to be suspicious.

Retention of Title: Title to your Vielo order shall remain vested in Vielo Sports LTD and shall not pass to you [the Buyer] until the purchase price for your Vielo order has been paid in full and received by Vielo Sports LTD.

Our Process For Dealing With Potentially Vulnerable Customers

A person is unable to make a specific decision if they cannot understand information about the decision to be made, cannot retain that information in their mind, cannot use or weigh that information as part of the decision-making process, or cannot communicate their decision.

Definition of vulnerable customers:

  1. Elderly individuals aged 65 and above.
  2. Customers with disabilities, including physical, sensory, cognitive, or mental health impairments.
  3. Customers experiencing financial hardship or debt-related difficulties.
  4. Customers with limited English proficiency or communication barriers.
  5. Individuals identified as vulnerable by a recognized authority or social service agency.

 Identification and training:

  1. All employees will undergo regular training (Every 6 months) to recognize signs of vulnerability and understand the appropriate actions to take.
  2. Frontline staff will be trained to proactively identify vulnerable customers through attentive observation and active listening.
  3. Managers and supervisors will receive additional training to handle complex cases and provide necessary support.


A person with mental health problems who is in debt is particularly vulnerable due to their (potential):

  • Lack of money management skills
  • A reliance on benefit income
  • Fluctuations in income or inability to work
  • Unmet housing, care or treatment needs
  • Poor communication skills
  • A relationship breakdown

Assessing a person’s mental health is complex but needs to be recognised in early contact and addressed appropriately. If we believe a person may be vulnerable, we will ask 3 key questions:

1. Does your mental health affect your financial situations?
2. Does it affect your ability to deal with or communicate with us?
3. Does anyone help you to manage your finances such as a family member?

Signs we look out for when identifying vulnerability in customers:

  • Do they ask you to speak up or speak more slowly?
  • Do they understand what you are saying, or do they miss important bits?
  • Do they appear confused about what is being offered?
  • Do they ask any unrelated questions?
  • Do they keep wandering off the point in the discussion and talk about irrelevant things or things that don’t make sense?
  • Do they keep repeating themselves?
  • Do they take a long time to answer questions or say that someone else deals with these things for them?
  • Do they have a language barrier?
  • Do they say they don’t understand their bank statements, a previous phone conversation or recent written correspondence?


Steps we take if we believe a customer may be vulnerable:

  • We speak slowly, clearly and explain fully
  • We are patient and empathise where appropriate
  • We don’t rush as it may sometimes take the customer time to get relevant information together such as account details
  • We keep on the subject under discussion
  • We do not make assumptions about a customer’s needs
  • We clarify understanding at every point and always ask if there is anything else they would like us to explain
  • We ask the consumer to explain to us what they understands the agreement to be
  • We offer alternative types of communication – phone, post, email, in person
  • We do not make assumptions that the person we are dealing with is sighted as they may be unable to read or understand serial numbers or account numbers
  • We do not make assumptions that the customer we are talking to can hear everything we say as they may have a hearing impairment
  • We always remember that the customer we are speaking to may sometimes be forgetful or overly trusting and believe that a sales representative is always acting in their best interest
  • We understand that some customers may be lonely and welcome the opportunity just to talk to someone
  • We give the customer time to explain their circumstances fully and don’t interrupt or appear impatient
  • We also listen for what is NOT being said, for example, lack of questions about price, lack of commitment, timing of responses, extended silences
  • We always ask if there is a better time to discuss matters as some customers may perform better at different times of the day
  • We ask if there is anyone else the customer may need to talk to before making the decision


Prior to forming the contract:

  • We ensure that the consumer demonstrates that they have an understanding of the decision they needs to make, why they need to make it and that they understands the consequences of making, or not making that decision.
  • We ask if they needs to discuss the matter with anyone else, or if they would like us to explain anything else, or if there anything else we can do further to help
  • We are always prepared to repeat anything to clarify understanding
  • We do not assume that the customer fully understands all the implications of the agreement and explicitly and clearly confirm all the key features
  • We suggest that they talk it through with someone else and offer to re-contact them. If appropriate we suggest that a third person could be present


Post Contract:

  • If we identify particular communication needs, we store that information so future contacts are handled appropriately with their permission.
  • We record that we are satisfied that the customer completely understood everything that was discussed
  • We allow customers to make a personal declaration about his capabilities or communication needs and store this information with their permission
  • Any records that are held are with the full knowledge and consent of the customer and are deleted when the relationship no longer exists in accordance with GDPR.


If we identify a customer who may be in need of specialist advice which we are unable to offer, We will refer them to, or we will seek guidance from an appropriate organisation such as:

  • Stepchange
  • Money Advice Trust
  • CAB
  • Samaritans
  • Age UK
  • Alzheimers Society
  • Mind

Sources of guidance we my choose refer to:

  • Equality Act 2010
  • Mental Capacity Act 2005
  • CONC 2.10 Contact with customers
  • Mental Capacity Guidance
  • Irresponsible Lending Guidance
  • MALG Consumers with mental health problems & debt
  • MALG 12 steps to treating vulnerable consumers fairly

Complaints Handling Policy & Procedure
Vielo Sports LTD are committed to providing a high-quality service to all our clients. When something goes wrong, we need to know about it and deal with it promptly and efficiently to help us check the quality of our service, improve our standards and maintain our exceptional reputation.

If you have a complaint
Firstly, please contact the person that has been dealing with your order/matter. We are happy to deal with your complaint by phone in the first instance, or by letter or email, as you prefer. If you wish to address someone else, please contact our Complaints Manager (Below).

What happens next?
1.If the matter cannot be resolved after a conversation or initial correspondence, an email will be sent to the client acknowledging the complaint. The complaint can be escalated to the complaint manager if the customer request so.

2. Upon receipt of the email from the client, the complaint will then be investigated. This will normally involve the complaints manager reviewing the matter file and speaking to the member of staff who acted.

3. A detailed written reply to the complaint will then be sent to the client, including suggestions for resolving the matter, within 21 days of complaint email being escalated to the complaints manager.

4. If the client remains dissatisfied at this the Managing Director, Ian Hughes, will arrange for a review of the decision and work with them to identify their continuing concerns.

5. Vielo Sports LTD will write to the client within 14 days of receiving any request for a review, confirming the final position of the complaint together with an explanation.

6. If the complaint remains unresolved, the client has the right to refer their complaint to the Financial Ombudsman, an independent organisation set up to deal with complaints of this matter. Full details are available from them, but it is useful to note that any complaint should be made within 6 months.
Complaints Manager:
Trevor Hughes
0191 4932654
info@vielosports.com

The Financial Ombudsman Service
www.financial-ombudsman.org.uk
Telephone: 0300 123 9 123
Monday to Friday, 8am to 8pm
Saturday, 9am to 1pm
Find out about call charges
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR