Frequently Asked Questions

Click on a question to see the answer, and if you'd to like to know anything else about our services then don't hesitate to CONTACT US

What precautions are you taking to protect customers against coronavirus?

We're taking the ongoing coronavirus pandemic extremely seriously, for our safety as well as yours. Measures taken include:

Do you accept UK Government 'Fix Your Bike' vouchers, and how do these work?

UPDATE: The last date for allocating your voucher to a Registered Repairer was 9th Jun 2021 - any vouchers not allocated by that date are considered expired. 

Velo Square is a registered repairer under the UK Department for Transport's 'Fix Your Bike Scheme', as administered by the Energy Saving Trust.

Vouchers are issued by the Energy Saving Trust and full terms & conditions for the Scheme and the online voucher application portal can be found at: Fix Your Bike Scheme application portal 

Some important information about the Scheme:

IMPORTANT:  We can only undertake work on the specific bike that your voucher was issued against. Under the terms of the scheme, when we apply to redeem your voucher and be paid for our work we must provide photographic evidence that the bike we worked on matches that registered when your voucher was issued. Failure to do this will result in us not being pad for our work so please do not ask us to accept a voucher as payment for work on a different bike.

Why work from a bike and not a van?

When setting up Velo Square we were determined to break the 'man in a van' cliche of conventional mobile bicycle technicians. Working from a cargo bike offers huge flexibility in terms of locations that work can be undertaken. For example, you can't exactly drive a long-wheelbase van into your back garden or workplace reception area, can you? The smaller footprint means finding space at your home or work address is much less challenging and far more discreet. And, to top it all off, it means Pete gets to ride his bike more than he might otherwise. Win win win... or something like that.

Being pedal-powered also means there's a limit to how many services we can complete in a day, and that in turn means we don't feel the same same pressure to plow through as much work in a day as possible. This means we can spend more time working on your bike than other mobile maintainers might be able to, and that includes dealing with the little items that other maintainers often have to leave because of time pressure.

Being able to work in this way and having the time to get things just right - rather than 'just good enough' - is what sets Velo Square apart, and the benefit to you and your bike is significant.

Do you offer a collection and drop-off service?

Velo Square is a mobile service and completes 95% of work at your home or work address.

We may occasionally need to take your bike away for certain types of work but we will advise you of this in advance. Please note that we do not accept drop-offs or collections by customers other than in exceptional circumstances and by prior agreement.

Do you accept payment in cash?

No, with regret we are unable to accept payment by cash.

Instead, for your safety and security we take card payments via our iZettle contactless card-reader upon completion of all work.

What's the best way to clean my bike before a service?

A clean bike is a happy bike...

... and cleaning your bike is really pretty simple. You don't need lots of specialist products either, though we are admittedly big fans of Green Oil and Fenwick's products. And, while some specialist products definitely make things easier, you can clean your bike effectively in just a few minutes with just a few common household items.

And that's it: a nice clean bike that's easier for us to work on and that we don't have to clean before we can get started. 

We'd recommend spending just a few pounds on some good quality bike cleaning products (such as those from Green Oil or Fenwick's) so that when we've serviced your bike you can keep it in good running order for longer. Ask about this at your service appointment and we'll recommend some suitable products.

How long will my service take?

Time taken will vary subject to the service level and other service items you've chosen

Each service-level is allocated a specific amount of time that allows for the most common tasks we think are likely. Services may occasionally take slightly less time or slightly more. Where we believe your service may take longer than anticipated we'll advise you of this immediately. 

Should we discover significant issues or unexpected problems with your service then we may need to charge an additional fee to cover the time and any materials. Again, we will advise you of this immediately and will not begin any additional work without your agreement.

Proper bike maintenance and repair is detailed, often fiddly and time consuming work. Something that may not look overly complicated may still take time to do correctly and we'll never rush the job just to save time.

Will you fit parts supplied by customers or will you fit used parts?

We will, by prior negotiation, fit new parts supplied by you but we can accept no responsibility for incompatibility or other related issues, nor can we accept responsibility for any defects or subsequent related problems caused by those defects. If you wish to source parts yourself we are always happy to advise on suitable choices. 

We will never supply used parts for use on your bike. However, we can, by prior agreement, fit used parts that you supply, subject to you signing a waiver that indemnifies us against any failure of those parts and consequential injury or losses resulting. We have to go 'belt & braces' on this matter as there are very few insurers who will cover a business that supplies and fits used parts!

Where can you work on my bike and how much space do you need?

We carry out 95% of our work at your home or work address and the beauty of working from a cargo bike is that we don't need a lot of space to do it.

We need a clear, relatively flat and dry area of around 2.5 to 3 metres square which must be yours to use (not on a public highway, footpath or other right of way) and accessible without entering your home. We can work on your driveway, patio or even your lawn if the surface is firm and reasonably level. In poor weather we can even work in your garage, but you must not be in that space at the same time as us. Alternatively, we'll bring a portable shelter with us that sets up quickly on your driveway and packs away when we're done.