Would you like to make use of the Bicycle Care Damage service? If so, please follow these steps:
Step 1. Take a picture
Take a clear picture of each damaged, defective and replaceable part, and the complete bicycle.
Step 2. Report the damage to o2o
You must report the damage to o2o within two calendar days (48 hours) after the accident occurred. You can do that via o2o Biker, under Your bicycle via the Report damage or theft button, and you simply follow the steps indicated.
When making your report, you also choose the bike dealer where you will return the bicycle. The frame number and OrderID can also be found in o2o Biker.
If the other party to the accident is known and you have a correctly completed European Accident Statement, send a copy of it to [email protected].
Step 3. If necessary, report the damage to the police
Report the damage to the local police within three calendar days after the accident, in case the damage is the result of vandalism or an accident involving third parties and/or if anyone has suffered physical injuries.
At the police station, you must have a police report and a certificate of declaration, vandalism or traffic accident drawn up that includes a detailed description of the facts. As a minimum, you must ensure that the following information is included:
The frame number of the bicycle.
The reason and cause of the accident and damage.
The time of the accident, damage incident or identification thereof.
A description of the location and, if relevant, how the bicycle was secured and anchored.
The details of the other party, if known, and who was at fault.
The fact that the bicycle is owned by o2o BV with company number 0647.826.178 and registered office at Burggravenlaan 31, 9000 Ghent.
And other relevant information.
Cases of vandalism to the Bicycle can also be reported digitally via Police on Web (under Theft and Damage - File a complaint).
You must then send the copy of the official report or the certificate to [email protected] within 5 calendar days after receiving it.
Is the bicycle a speed pedelec?
Is the bicycle a speed pedelec and did a third party suffer a loss in the accident? If so, your Civil Liability insurance may need to be involved.
Have you taken out Civil Liability insurance covering damage to third parties in your o2o Bicycle Contract (for speed pedelecs only)? If so, fill in the details that can be found in the Terms and Conditions of that Civil Liability Insurance for speed pedelecs.
If your own Civil Liability insurance (civil liability/family insurance) needs to be involved, enter the details of your own insurance.
Report the damage to o2o and to the police at the same time
Are any details that you need to fill in to submit a full report in o2o Biker unavailable? If so, enter the information you have at that time via o2o Biker within the time limit stated above. You must then send any subsequent additional questions and documents for the damage file directly to [email protected].
To ensure correct and fast handling, o2o works with Vanbreda Risk & Benefits. The declaration made by you in o2o Biker will therefore undergo further processing by Vanbreda Risk & Benefits (as the claims handler). Any questions or additional information regarding the declaration via o2o Biker must therefore be addressed directly to [email protected].
Step 4. Return the bicycle to the dealer
take your damaged bicycle to the dealer where you originally ordered it, or to a dealer of your choice.
Important: do not have the bicycle repaired yet. The dealer will first draw up a Damage File and send it to [email protected], indicating your file number. The repairs to the bicycle can only be carried out after the file has been approved by o2o or Vanbreda.
Do you still have some questions?
If so, feel free to contact our helpdesk. We will be glad to help you further.