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Why choose our “Full Protection Insurance”?
All Ship To Cycle shipments are covered by the courier's basic terms and conditions of carriage involved. However, these do not cover the actual value of the bike. Therefore, in the event of damage, theft or loss you would only be entitled to a minimal refund based on the actual weight of the shipment (approximately €6.00 per kg).
In addition to the Ship To Cycle shipping service, you can purchase the "Full Protection Insurance" coverage tailored to the door-to-door transport of your bike to give you peace of mind throughout your journey. We strongly recommend that you consider taking out this additional premium coverage so you can ship your bike with peace of mind.
Easy to activate with competitive rates based on insurable value ranges up to a maximum of €15,000 and the exclusive advantage of having no deductible or overdraft, in the event of damage to the bike, on compensation for a value of less than €5,000; in addition, Ship To Cycle offers immediate assistance and efficient management of the claims process from the opening to the settlement of the claim.
Regardless of whether the conditions of the "Full Protection Insurance" service apply, if purchased, or otherwise the general terms and conditions of carriage of the courier involved, in the event of damage, theft or loss of the bike, in order to proceed with the opening of the claim it is strictly necessary that the bike has been properly packed by the sender and that this has been documented with photos taken before entrusting the shipment to the courier.
The "Full Protection Insurance" is an ALL-RISK guarantee, which we offer as an additional premium service, only if combined with our bike transport service, to provide exclusive coverage in case of any damage that may be caused by the courier during the transport of the bike from the place of collection to the place of delivery, or in case of total theft/loss, for a maximum value corresponding to that declared by you for your bike when purchasing the Ship To Cycle transport service.
If the damage caused to the bike is less than € 5,000 the amount will be settled without any deductible or uncovered; while if the damage is equal to or greater than € 5,000, a 5% uncovered amount will be applied with a minimum of € 500.00.
The amount insured is the maximum limit of compensation possible.
Claims for damages shall be assessed based on current market values and currency exchange rates. For this reason, if special parts have been added to the bike, these must be documented by invoices or purchase receipts as well as photographs showing the presence of the parts in the packaging. If the amount insured is higher than the insurable value, the excess shall not be considered. If the amount insured is less than the insurable value, the damage shall be reimbursed in the proportion that the amount insured bears to the insurable value
If the reported damage is repairable, the insurance company will determine the investigation procedures and the amount of reimbursement based on the repair receipt or invoice submitted by you.
If the reported damage is not repairable, or in the event of total loss of the bike, the insurance company will, in any case, settle the claim after deducting the amount devaluation as indicated in the table below.
|Bike purchase date||Applicable devaluation on the invoice/receipt value|
|Within 12 months from purchase||No devaluation|
|12 to 24 months from date of purchase||10%|
|24 to 48 months from date of purchase||25%|
|Over 48 months||50%|
Timing and method of payment for refund
If you have chosen to include the "Full Protection Insurance" service when purchasing the transport service, following the opening of a claim for damage or loss of the bike during transport, the refund will be paid by bank transfer to the account number provided. The timing of the reimbursement varies, depending on the case, as the settlement is made only after the following actions have been completed:
Exclusions of refunds and other clauses
The following exclusions apply to the above:
In addition to the above, shipments destined and/or coming from or in transit to/from the following countries are excluded:
Adequate packaging of your bike
In order to prevent any kind of damage under normal transport conditions, it is your responsibility to ensure that the bike is properly packed and adequately protected before it is collected by the courier.
For this purpose, please refer to the instructions in the "How To Pack Your Bicycle" section of our website to better understand what packaging is appropriate for transport, how to properly disassemble and pack the outside/inside of the bike, and what you can put inside the bike box or the carton box
If the Ship To Cycle Customer Service finds the use of packaging (external and/or outer) inadequate for transport and/or the courier reports a reservation (during collection, transit or delivery) indicating "insufficient/inadequate packaging", the claim for damages may be rejected.
Ship To Cycle Customer Service, having no way to personally verify the type of packaging you used, reserves the right not to reimburse damages caused by insufficient and/or inadequate packaging for transport.
We therefore remind you that it will be essential, for the opening of any refund practice, to always take the following photos attesting to the correct process of packing the bike, as clearly indicated in the proper guidelines section of our website:
What to do when you receive your bike
Upon receiving your bike and in the presence of the courier, you must check that:
In the event of obvious damage to the packaging visible externally, it is essential to add a signature for "GOODS UNCHECKED" on the courier's delivery note (e.g., "damaged and/or crushed packaging" and/or "open package"), to allow us to immediately open a damage and liability file with the courier. The courier cannot refuse to register this signature.
Failure to record the signature may result in an impediment to the opening of the file for damages with all the consequences of the case.
What to do if your bike has been damaged
Upon receiving the bike, whether the packaging is damaged and/or tampered with or not, if it is damaged, it will be essential for you to forward the following to the email address firstname.lastname@example.org, referring to the order number of the shipment communicated during the purchase of the service (STCXXXXXX_XXXXX):
IMPORTANT: in any case it is necessary for you to send all the requested documentation to Ship To Cycle Customer Service within 48 hours of receiving the damaged bike, otherwise it will no longer be possible to activate the liability procedure against the courier and consequently forward the request for reimbursement to the insurance company.
In order to proceed with the management of the reimbursement, and the actual settlement of the damage, it will be strictly necessary for you to send a copy of the invoice or receipt certifying the repair, without which the insurance company will not be able to manage the file in any way.
Estimates, self-declarations or similar will not be accepted as valid evidence for the purposes of the actual economic reimbursement, for which you will be required to provide a bank account number on which to settle the reimbursement once the file is completed
What to do if your bike has been lost
Ship To Cycle Customer Service will constantly monitor your shipment to have updates on the whereabouts of your bike from collection to delivery and for this reason will always be ready to intervene with the courier in case of delays and/or anomalies in transit and, should the shipment no longer be traceable and/or declared as lost, promptly activate the procedure for holding the courier liable for gross negligence.
In these very rare cases, we will contact you to keep you constantly updated on the progress of the search for the untraceable package and possibly ask for your valuable cooperation in providing additional information and / or specifications about the packaging used and / or other useful details to find the bike. If the search by the courier, whose timing may vary depending on the case but in general is never less than two weeks, should not bring any final result, we will handle the practice of loss and subsequent refund on the basis of the conditions indicated in the paragraph "Timing and method of payment of refunds".
In the event of actual loss and/or initial failure to find the bike by the courier, Ship To Cycle will request the following from you, with reference to the shipping order number provided during the sale of the service (STCXXXX_XXX):
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