Refund policy

Bicycle sales and appointment-based services

Momentum Hub provides bicycle-related products, repair services, maintenance work, and associated support. The details of an order or service arrangement may include the bicycle or component involved, the agreed work, labour estimate, parts required, appointment window, inspection findings, and any limitations communicated before work begins.

Refund eligibility can differ between physical goods and services already performed. A refund request does not automatically mean that a transaction qualifies for a refund, replacement, or adjustment. Each request is reviewed against the original agreement, the circumstances reported, relevant evidence, and applicable law. Nothing in this policy is intended to exclude or limit a right that cannot legally be excluded or limited.

Changes and cancellations

• Contact the workshop as early as possible if you need to cancel or reschedule a repair appointment. Include the original appointment details and your preferred alternative so availability and any parts arrangements can be reviewed.
• Short-notice changes may affect scheduling where technician time, diagnostic work, or components have already been allocated. Any applicable cancellation charge or other adjustment must be assessed against the terms agreed for the service and applicable law.
• If a bicycle cannot be delivered or collected as arranged, contact the workshop to agree on a practical alternative. Delays may affect the completion schedule, particularly when additional inspection or parts procurement is required.
• If the requested repair scope changes after inspection or work has started, additional labour or parts may be needed. The revised scope and any additional cost should be clarified before further work is authorised, except where otherwise permitted by law or the existing agreement.
• If a repair cannot proceed because a required component is unavailable or incompatible, the workshop can discuss suitable alternatives, a revised timeframe, or other options based on the original arrangement.

Refund and service review

Situation	How it is reviewed	Possible next step
Service did not take place	Review the appointment confirmation, work agreed upon, cancellation history, and any communication about access, availability, or parts.	Reschedule the service, clarify the booking terms, or assess whether a refund or other adjustment is appropriate.
Repair scope or estimate dispute	Compare the original request, inspection findings, approved estimate, authorised additional work, and final service record.	Explain the work performed, correct an administrative error if identified, or consider an appropriate adjustment where justified.
Concern about repair quality	Review the service date, bicycle details, work completed, reported symptoms, and relevant photographs or inspection information supplied by the customer.	Arrange a follow-up inspection, discuss corrective work, or determine another reasonable outcome based on the findings and applicable obligations.
Defective or incorrect component	Review the item supplied, purchase details, compatibility, installation history, reported fault, and any manufacturer warranty conditions that apply.	Assess eligibility for repair, replacement, refund, or a manufacturer warranty process, subject to applicable law and the circumstances of the claim.
Change of mind about a purchase	Review the type of product, purchase channel, condition of the item, delivery status, stated return terms, and any statutory cancellation or return rights.	Explain the available return options and any relevant conditions. Eligibility may differ for used, installed, customised, or special-order components.
Duplicate or incorrect charge	Compare the transaction record, invoice, payment confirmation, and any adjustments already issued.	Correct a confirmed billing error and explain the expected processing steps for any approved reimbursement.

Product returns and component condition

If you are requesting a return for a bicycle, accessory, or replacement component, contact Momentum Hub before sending the item back. Provide the purchase reference if available, identify the item, explain the reason for the request, and describe whether it has been installed or used. Do not dismantle, modify, or discard a suspected defective component before receiving guidance if doing so could make the issue more difficult to assess.

Return requirements may depend on the product type and applicable law. Items should be handled carefully while a request is being reviewed. Any inspection, packaging, shipping, restocking, or other charges must be consistent with the agreed terms and applicable legal requirements. Products that are worn, damaged, customised, installed, or ordered to a specific specification may require additional review; these circumstances do not override any mandatory consumer rights.

Repair concerns and safety

If you believe a bicycle remains unsafe after a repair, stop riding it and contact the workshop promptly. Describe the symptoms, when they occur, and the work recently completed. If possible, provide clear photographs of visible issues without attempting a repair that could create further damage or risk.

A follow-up inspection may be needed to establish whether the concern relates to the original work, a separate component fault, normal wear, new damage, or another cause. The appropriate remedy will depend on the inspection results, the original service agreement, and applicable consumer protection requirements. A request for review should not be treated as a confirmed finding until the relevant facts have been assessed.

How to submit a request

Email the workshop with the transaction or appointment date, a description of the bicycle or component, the service or product involved, and the outcome you are requesting. Include an invoice or order reference if one is available. For a repair concern, explain the symptoms and when they were first noticed. Photographs or other supporting information may be useful where they help clarify the issue.

Do not include payment card numbers, account passwords, identity documents, or other sensitive credentials in your message. Send only the information needed to identify and assess the request. Momentum Hub may contact you for reasonable additional details if the initial information is insufficient to review the matter.

Review and processing

Each request is reviewed individually. Where further information or an inspection is necessary, the time required to reach a decision may depend on the availability of the bicycle, relevant components, transaction records, or manufacturer information. If a refund or adjustment is approved, the applicable amount and processing method will be communicated to you. The time for funds to appear may depend on the payment provider or financial institution.

Submitting a request does not guarantee approval. However, a request will be considered in light of the available information, the terms that apply to the transaction, and any rights provided by law. If a request cannot be approved in full, the reason and any available alternatives should be explained where reasonably possible.

Contact for refund questions

For refund, return, billing, or repair-quality questions, email [email protected] and include the relevant purchase or appointment date, bicycle or component details, and a concise description of the issue. You can also contact the workshop at +1 (909) 503-5999 . Please avoid sending unnecessary confidential information. This policy may be updated when service procedures or legal requirements change.