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FREQUENTLY ASKED QUESTIONS

How can I get my bike serviced?

Please take a look at the service options on our service page, and when you've decided which one suits you best, add it to the shopping basket. If you're not sure which one to choose, please contact us. Most services are carried out by our Mechanic at your home or other location convenient for you.

How can I get my new bike assembled?

Please take a look at the new bike assembly options on our service page, and when you've decided which one suits you best, add it to the shopping basket. If you're not sure which one to choose, please contact us. All new bikes are assembled by an experienced Mechanic at your home or other location convenient for you.

Why do you need my email address ?

We ask for your email address so that we can keep in touch with you, about the service you have requested from us. We will use your email address to confirm your order and advise you of progress, so that you are kept up to date.

Why do you need my mobile number?

We ask for your mobile number so that we can keep in touch with you about the service you have requested from us. Our mechanic may text or call you to say that they are on their way to you, or that they are delayed. We know your time is precious so we try to keep you up to date, and we think it's polite to keep in touch.

What forms of payment do you accept?

Our website accepts all card payments for new bike assemblies and servicing. Payment for the agreed parts required, additional work, and repairs should be paid in cash to your mechanic.

How do I know my payment details are secure?

This site uses SSL encryption software, which is the industry standard. It encrypts all your personal information - including name, address and credit or debit card number - so that it cannot be read as it travels over the internet. You will know you are in a secure area of the site when a padlock appears in the frame of your browser. You will be warned if you are about to leave the secure area.

What happens after I've paid?

When we receive your order and payment, our Customer Service Team will contact you to confirm your order. Your job will be processed and allocated to a CAN Approved mechanic in your area. Your CAN mechanic will then contact you to discuss the work involved and arrange a convenient home visit appointment.

What about parking and Congestion Charge fees?

Please be prepared to reimburse our CAN Mechanic directly for any parking or congestion charges incurred.

Where will the mechanic work on my bike?

Your CAN mechanic is likely to work on your bike outside your home or workplace, ideally on a path or drive. If the weather is poor, then a garage, porch or other covered area could be useful. If the work needs to be carried out in a workshop environment, the bike will be taken away and returned when the work is completed.

Will the work be dirty and messy?

It really depends on what work needs to be carried out. Your mechanic will use protective covers if required, and will ensure that they leave the work area clean and tidy to your satisfaction.

Will you dispose of the packaging?

We are not licensed to take away empty packaging for disposal but we will leave any packaging tidy until it can be disposed of by yourself, or collected by your council.

Can you fit accessories?

Yes we can, but as it can be fiddly and time consuming we have a small fitting charge in addition to a service or assembly. Unfortunately we are unable to carry out home visits just to fit accessories alone.

Can you upgrade the parts on my bike?

Yes, we are happy to assist you with your specification and give you a quote for upgrading the parts on your bike.

Will you fit parts I have purchased elsewhere?

Yes. We would need to check that the specification of the parts you have ordered suits your bike, before agreeing to fit them.

Can you build a bike to my own specification?

Yes, we can work with you to build your perfect bike.

What is your guarantee policy?

Servicing and Repair Guarantee :

All mechanics are experienced / trained professionals who work to high standards and we guarantee their workmanship for 3 months. Unfortunately we cannot maintain our guarantee where bikes not been maintained correctly or have been misused, abused , or tampered with.

The guarantee on parts varies with the parts supplied, which may be from a variety of sources or manufacturers.

New Bike Assembly Guarantee:

  • New Bikes costing up to £395.00 RRP - 1 month
  • New Bikes costing over £395.00 RRP - 3 months

How can I speak to someone?

Our contact office hours are 9.15am - 5.15pm. If our lines are busy, or the office is closed, please leave us a message and we will get back to you as soon as we can.

How do I make a complaint?

Please contact us by telephone or email with the relevant information and we will contact you as soon as possible to discuss your concern.

We are committed to the highest standards of customer care but if you are unhappy with the service you have received, please let us know. You can contact our Customer Service Team by telephone on 01924 477363; by email Customer Service; or by post at Cycle Assembly Network Ltd, Unit 12b Wilton Court Ind Estate, 851 Bradford Road, Birstall, West Yorkshire, WF17 8NN

How do I cancel my home visit?

Please contact us as soon as possible if you wish to cancel your home visit. If you would like to change your appointment to a more convenient time then we would be happy to rearrange it for you.

What are your working hours?

Our office contact hours are 9.15am - 5.15pm. Monday to Friday. If our lines are busy, or the office is closed, please leave us a message and we will call you back as soon as we can.

Do CAN mechanics work weekends?

CAN Approved Mechanics work variable and flexible hours. Every effort is made to be available when it's convenient for you. Mechanic availability may vary in different locations, and be subject to seasonal lead times.

Why haven't I heard of you before?

Cycle Assistance Network is the new way to access bicycle care and servicing in the internet age. Many people now buy bikes online without access to the support and maintenance services which are essential to keep your bike safe, roadworthy and in good working order. Your local bike shop should be more than happy to help, but if taking your bike to the shop is fraught with hassle,Cycle Assistance Network is here to help.

What reassurance can you give me about your business?

A CAN Approved Mechanic has gone through our registration process before being awarded Approved status. All our Mechanics have qualifications and/or experience to work on your bike. We are covered by Public Indemnity insurance for your complete peace of mind.

Do you have any jobs available?

We are always looking for friendly, hard working, self-motivated, and trustworthy individuals to join our team. If you are interested in working with us, please send us your details by email, post or complete our contact form contact us and if we have any suitable roles available, we'll get back to you.

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