FAQs & Resources

For us to sell you a product zero-rated for VAT it must be specifically designed to meet the needs of people with disabilities and you must sign an eligibility declaration form, confirming that you are ‘chronically sick or disabled’. We have indicated on our product pages which items may be eligible for zero-rated VAT. The services of adapting goods for people with disabilities may also be eligible for zero-rated VAT – please contact us to discuss your requirements. Click here to access the gov.uk website, which contains helpful information about the regulations relating to zero-rated goods/services and relevant eligibility criteria.

Our website has all our top selling models listed. We keep demo models of many, and mark this clearly on our product pages: but always check with us before visiting. We are not able to list every bike from each of our many suppliers, but we can advise and order for you. Also, we have a wide range of refurbished cycles: mainly two-wheeled city bikes and specialised adapted cycles. This stock changes daily and so our website can never show what we really have. Just ask us!

As a not-for-profit we take pride in giving impartial advice and in demonstrating or sourcing the products most suitable for your needs. Our years of experience allow us to broadly assess needs over the phone, but nothing beats a visit to Get Cycling in York where we have multiple products you can try out with our support. We have a large courtyard for trying cycles out, and we are situated next to York’s river cycle path network for extended test rides. To keep our prices low we rarely do individual home visits.

We will sell a cycle to you only after a conversation about your wishes and needs. It’s part of our duty of care. We will ask for inside leg measurements to make sure that the cycle is a suitable size. Where possible we try to get children onto the largest frame they fit comfortably on, to make the cycle last longer as they grow.

Since our cycles are very diverse, to meet all needs, we rarely need to adapt them in any extensive way, but we usually have the right specialised adaptations to hand if needed. All our bikes can be adapted for any user, and in rare circumstances we create customised equipment. Please talk to us about your needs.

Wherever possible we advise to go with a factory fitted electric assist system. These are often integrated into the frame and have internal routing. If a manufacturer doesn’t supply an e-assist option or you are looking to upgrade an existing cycle then we can retrofit a high quality motor.

We are also able to supply our document listing funders whom we know to have helped people with disabilities purchase equipment.

If costs are still a problem, talk to us about our refurbished cycles that we can usually supply for half the price (or less) of a new cycle.

Where there is a UK price list, we sell at RRP.

When a cycle comes from outside the UK, we take the following into consideration to cost your cycle.

Euro RRP Pricelist – The cost of the options selected are converted from Euro to Pounds.

We then add the cost of transport and import costs to the cycle. This generally works out at around £350.00 per cycle.

Finally, the cost of delivery to you from our workshop after final assembly.

https://www.getcycling.org.uk/deliveries/

We like to talk with all our customers before an order is placed. This is to ensure they have chosen the correct product and are aware of all the viable alternatives. If you are looking for funding, we will provide you with a quote to send to the funders who sometimes contact us directly to place an order. If you are self-funding the cycle, we will still provide you with a quote, so you have all prices outlined. We can take payments over the phone, instore or by BACS.

Of course, and care homes, too. We often supply fleets of cycles, and in a mixture of new and refurbished. A common arrangement is for us to bring a wide selection for demonstration, charging our basic travel costs (quoted in advance). These costs are later credited back if our hosts subsequently give us an order of a reasonable size.

If the cycle is in stock we will deliver as soon as possible. Some products need to be specially made at our suppliers and can take between 2 to 8 weeks to arrive with us. Our cycles are built and checked by our fully qualified mechanics before dispatch.  Delivery of our cycles is usually made by our own staff who can do a final setup of the cycle for you. If this is economically unfeasible, we will use external couriers for certain products. To find out more details about deliveries, please visit this page.

We offer a free first service, but you will need to bring it to us for that. However, our products are based on conventional cycle technology so they can be serviced by any competent bicycle mechanic. If you are struggling to find someone to service your cycle we can point you in the right direction. 

At Get Cycling, we hope you are happy with the products and services you receive from us. Our values are based on giving everyone the opportunity to cycle, with the right cycles and adaptations to meet individual needs. The work we do is very specialised, and we are always learning. We rely on open and honest communication and feedback from our customers to help us improve.

If you have feedback on what we did well, constructive criticism on how we can improve, or a complaint if you are unhappy with any part of our service, we would like to hear from you.

How to make a complaint or give feedback
Please contact our Chief Executive:

Chris Pengilley, CEO
📧 chris.pengilley@getcycling.org.uk
📍 Get Cycling CIC, 22 Hospital Fields Road, York, YO10 4DZ

Our process

• We will acknowledge your feedback or complaint within 7 days, unless our Chief Executive is on annual leave (this will be stated in an auto-reply).

• We aim to resolve complaints as quickly as possible. If we can give you a final response within 28 days, we will send you full details of the resolution.

• If we are unable to provide a final response within this time, we will write to explain the reason for the delay and let you know when you can expect a full reply.