TERMS OF SERVICE

1. Introduction

These Terms of Service apply to all customers using the suspension servicing and repair services provided by MotoTherapy.

By sending components to us, paying a deposit, or instructing us to begin work, you agree to these terms.

2. Nature of Service

We provide specialist motorcycle suspension services including but not limited to:

            •          Fork and shock absorber servicing

            •          Seal replacement and internal inspection

            •          Oil change and re-valving

            •          Motorcycle steering damper servicing

            •          Damping and spring evaluation

            •          Diagnostic strip-down and inspection

            •          ESA-related suspension servicing where applicable

All work is performed as a mechanical service-based contract, not a goods supply contract.

3. Booking & Deposit

            •          A non-refundable deposit is required to confirm all bookings

            •          The deposit secures workshop time and covers initial strip-down labour and handling

            •          No work will commence until the deposit is received

4. Customer Responsibilities

The customer must:

            •          Ensure components are clean and safe for transport where possible

            •          Package items securely for shipping

            •          Provide accurate information about faults or intended service requirements

            •          Cover all shipping costs unless otherwise agreed

We are not responsible for courier handling, delays, or loss in transit.

5. Inspection & Additional Work

Upon strip-down and inspection:

            •          We may identify additional worn or damaged components

            •          The customer will be contacted before additional work is carried out where costs exceed the agreed scope

            •          If the customer declines recommended additional work, the unit may be reassembled only if safe to do so, or returned disassembled at customer risk (depending on condition)

6. Pricing

            •          Prices are quoted based on initial customer information

            •          Final pricing may vary if additional faults or wear are discovered during strip-down

            •          Any changes will be communicated before proceeding where possible

7. Risk & Liability

            •          Risk transfers to the customer once goods leave our workshop after completion

            •          We are not liable for courier damage or loss

            •          We are not liable for misuse, incorrect installation, or incorrect setup after return

Our liability is limited to the cost of the service provided unless otherwise required by law.

8. Warranty

We provide a limited warranty on workmanship only.

Warranty does not cover:

            •          Normal wear of seals, bushes, or oil

            •          Contamination from external conditions

            •          Incorrect installation or setup

            •          Damage from crashes or misuse

9. Turnaround Times

Any timeframes provided are estimates only and may vary depending on:

            •          Parts availability

            •          Workshop load

            •          Complexity of internal damage found during strip-down

We will always aim to complete work as efficiently as possible.

10. Right to Refuse Work

We reserve the right to refuse or cancel work if:

            •          Components are unsafe or beyond economical repair

            •          Customer behaviour is abusive or unreasonable

            •          Required parts are unavailable and no alternative solution exists

11. Governing Law

These terms are governed by the laws of England and Wales.

RETURNS POLICY

1. Overview

This returns policy applies to all suspension servicing work carried out by MotoTherapy (“we”, “us”, “our”). This includes motorcycle fork and shock absorber servicing, rebuilds, seal replacement, internal modifications, damping adjustments, IFP setting, and related diagnostic or inspection work.

As this is a bespoke, labour-based service, different from retail goods, your statutory rights under the Consumer Rights Act 2015 still apply, but returns are handled in a service-based context rather than product returns.

2. Non-Refundable Deposit

A non-refundable deposit is required before any work begins.

This deposit covers:

            •          Initial inspection and assessment

            •          Strip-down labour of suspension units

            •          Administrative handling and workshop booking time

            •          Return packaging preparation (where applicable)

            •          Partial contribution toward workshop overheads

Once work has commenced (including strip-down), the deposit becomes non-refundable under all circumstances, including cancellation by the customer.

3. Customer Shipping Responsibility

Unless otherwise agreed in writing:

            •          The customer is responsible for shipping items to our workshop

            •          The customer is responsible for return shipping from our workshop

            •          Risk of loss or damage in transit remains with the customer until items are received by us and again after dispatch from us

We strongly recommend insured and tracked shipping both ways.

4. Cancellation Policy

If a customer cancels:

            •          Before dispatch to us: no charges other than any agreed admin fees (if applicable)

            •          After receipt but before strip-down begins: deposit still remains non-refundable due to intake processing and workshop allocation

            •          After strip-down begins: full deposit retained, and additional charges may apply depending on work already completed

5. Completed Work & Satisfaction

Once servicing has been completed:

            •          Suspension units will be tested/checked prior to return where applicable

            •          The customer is responsible for correct installation and setup on the motorcycle unless installation service has been explicitly included

If a genuine workmanship fault is identified, we will:

            •          Inspect the unit

            •          Repair or rectify the issue at our discretion

            •          Not provide cash refunds for completed labour unless required under statutory rights

6. Exclusions

We are not responsible for:

            •          Damage caused by incorrect installation after return

            •          Failure due to worn or undisclosed components not replaced during agreed scope of work

            •          Ride setup issues (spring rate, sag setup, geometry changes) unless tuning service was purchased

            •          External contamination or damage after return delivery

7. Warranty on Workmanship

All servicing includes a limited workmanship warranty for 6 months.

This covers:

            •          Oil leaks due to seal installation error

            •          Assembly faults

            •          Incorrect internal setup relative to agreed specification

It does NOT cover:

            •          Normal wear and tear

            •          Seal wear from contamination

            •          Damaged components not replaced during service

            •          Use outside normal road/off-road conditions

PRIVACY POLICY

1. Who We Are

This Privacy Policy explains how MotoTherapy (“we”, “us”, “our”) collects, uses, and protects your personal information.

We provide motorcycle suspension servicing and repair services, including fork and shock absorber rebuilding, inspection, and related workshop services.

2. What Information We Collect

We may collect and store the following personal information:

            •          Name

            •          Address (for collection/return shipping)

            •          Email address

            •          Phone number

            •          Motorcycle details (make, model, year, modifications)

            •          Service history and job notes

            •          Payment information (handled via third-party payment providers where applicable)

            •          Courier tracking details (for inbound/outbound shipments)

We do not intentionally collect sensitive personal data.

3. How We Collect Your Information

We collect information when you:

            •          Contact us via email, phone, or messaging

            •          Submit a service enquiry or booking

            •          Send suspension components to us

            •          Complete payment or deposit transactions

            •          Communicate during the service process

4. How We Use Your Information

We use your information to:

            •          Provide suspension servicing and repair work

            •          Arrange shipping and returns

            •          Communicate about your job or service updates

            •          Issue invoices and manage payments

            •          Maintain internal service records for warranty and quality purposes

            •          Comply with legal and tax obligations

5. Lawful Basis for Processing

We process your personal data under the following lawful bases:

            •          Contract – to provide the services you request

            •          Legal obligation – for accounting and tax records

            •          Legitimate interest – to manage workshop operations, customer records, and service history

6. Data Storage & Retention

We keep personal data only as long as necessary:

            •          Service records: typically, up to 6 years (for tax and liability purposes)

            •          Contact details: retained while you remain a customer or until you request deletion

            •          Communication records: retained for service reference and dispute resolution if needed

7. Sharing Your Information

We only share your data when necessary, such as:

            •          Courier companies (for shipping and returns)

            •          Payment processors (e.g. Stripe, PayPal, bank transfers)

            •          Accountants or legal advisors (if required by law)

We do not sell your data or share it for marketing purposes.

8. Data Security

We take reasonable steps to protect your data, including:

            •          Secure password-protected devices/accounts

            •          Limited access to customer records

            •          Secure storage of digital records

However, no system is completely secure, and we cannot guarantee absolute security.

9. Your Rights (Under UK GDPR)

You have the right to:

            •          Access the personal data we hold about you

            •          Request correction of inaccurate data

            •          Request deletion of your data (where legally possible)

            •          Object to or restrict certain types of processing

            •          Request a copy of your data (data portability)

To exercise any of these rights, contact us using the details below.

10. Cookies & Website

If we operate a website:

            •          We may use basic cookies for website functionality and analytics

            •          You can disable cookies in your browser settings

11. Contact Information

If you have any questions about this Privacy Policy or your data, contact:

MotoTherapy

Email: arnold@mototherapy.co.uk

Location: Orchard Cottage, London Road, Teynham, Sittingbourne, Kent, ME9 9PS, United Kingdom

12. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always apply.