Do you have an o2o lease bicycle and want to use the Bicycle Care Guarantee? Then follow these steps to get your bicycle repaired quickly without unexpected costs.
Important tip: don't try to fix the problem yourself. That way, you will avoid any uncertainty as to whether the damage is covered by the Bicycle Care Guarantee.
Step 1. Check whether the manufacturer’s warranty is still valid
The manufacturer’s warranty applies during the first few years, and you should contact your bicycle dealer directly to have the fault repaired via the bicycle manufacturer. Whether the manufacturer’s warranty is still valid depends on the start date of your bicycle lease contract. You can find this date in your o2o Biker account.
Has the manufacturer’s warranty expired and have you activated a Bicycle Care Guarantee? If so, go to step 3.
Step 2. Check whether the Bicycle Care Guarantee is active
Not sure whether you’ve added a Bicycle Care Guarantee to your lease contract? Go to o2o Biker and look under ‘Your bicycle’ and the ‘Your services’ section. You can also see whether this service is active in the overview of your lease quote or the annex to your employment contract.
Is the Bicycle Care Guarantee not active? Then have the fault repaired and pay using your maintenance budget. Do you no longer have enough maintenance budget? Then you need to cover the difference yourself.
Is the Bicycle Care Guarantee active? If so, follow the steps below.
Step 3. Notify VanBreda
Report the fault and the bicycle dealer’s assessment to VanBreda. At this stage, no final decision has yet been made regarding the validity of your claim under the Bicycle Care Guarantee.
You can do this in the o2o Biker tool. Go to the ‘Report damage or theft’ button in o2o Biker. Tick the Bicycle Care Guarantee (extended guarantee) under ‘Additional information’. Fill in all the requested information, such as the location of the fault. Then follow the steps indicated.
You can submit the claim without a quote. It is important that you include your bicycle dealer in your claim. Ideally, visit the bicycle dealer who supplied the bicycle (as stated on the declaration of receipt). If you do not have the repair carried out by the original bicycle dealer (as stated on the declaration of receipt), you are obliged to choose a qualified bicycle dealer from our network.
Vanbreda will then contact the bicycle dealer you have selected in your claim to request a quote.
Step 4. Take the bicycle in for assessment
Take the bicycle to the bicycle dealer you specified in the previous step of your claim.
The bicycle dealer will also check the age of the bicycle based on your BikeID. Together with the manufacturer, they will check which warranties still apply.
The bicycle dealer will draw up a quote for the repair, stating the frame number, which you can find using your OrderID.
If the repair has already been carried out, the quote and a detailed repair invoice are essential. These must state the claim number received, the work carried out or necessary, the numbers and prices of the spare parts, and the labour costs with labour time guidelines.
Step 5. Your claim is processed
As soon as we receive and review your claim, you will be informed whether the fault is covered by the general terms and conditions of the Bicycle Care Guarantee. Vanbreda may ask you for any additional information required to process the claim further.
Is the fault not covered by the General Terms and Conditions (i.e. the fault is the result of an accident, attempted theft, normal wear and tear, incorrect maintenance or use of the bicycle)? Then have the fault repaired and pay using your maintenance budget. Do you no longer have enough maintenance budget? Then you need to cover the difference yourself.
Is the fault covered by the General Terms and Conditions and is it repairable?Then the bicycle dealer may repair the fault, possibly following an assessment. The costs will be settled directly without you having to cover anything. The bicycle dealer will settle with you only the costs that are not eligible for reimbursement. This can be done via the maintenance budget or your own funds.
Do you still have some questions?
Check our Service Sheet on the Bicycle Care Guarantee.
Or contact our helpdesk. We will be glad to help you further.