Terms of Service
Terms of Service
1. Company & Scope
These Terms apply to all purchases made through Dirtlab (the trading name of BIKELAB INC., incorporated in Taiwan) via bikelab-inc.com, email orders, and direct invoices. By placing an order you confirm you have read and accepted these Terms.
2. Products & Custom Goods
Bikelab frames are manufactured to order to the customer's specified size, colour, and component configuration. This matters legally:
- EU & UK: custom goods are exempt from the 14-day right of withdrawal under EU Consumer Rights Directive Art. 16(c) and UK Consumer Contracts Regulations 2013, Reg. 28(1)(b). Your withdrawal right does not apply once production has commenced.
- USA: no statutory cooling-off right applies to online purchases of custom goods under US federal law.
- Canada: goods “made to order to the consumer’s specifications” are exempt from cooling-off requirements in all provinces.
- Australia: change-of-mind returns are not available for custom goods. Statutory fit-for-purpose guarantees still apply.
3. Pricing & Currency
All prices are in USD unless stated otherwise on the invoice. Prices exclude import duties, customs clearance, and local taxes — these are the buyer’s responsibility. Quoted prices are valid for 30 days.
4. Orders & Payment
We reserve the right to refuse or cancel any order at our sole discretion, including orders that appear fraudulent, placed by resellers, or that violate these Terms. We accept PayPal and bank wire transfer (T/T). Payment terms are stated at checkout and on your proforma invoice.
You agree to provide current, complete, and accurate purchase and account information for all orders.
4a. Spare Parts & Service Parts — Eligibility & Verification
All spare parts, service parts, replacement components, and Bikelab-branded consumables listed on this site are sold exclusively to verified owners of Dirtlab-branded frames or Maxon BikeDrive motor kits purchased through Bikelab Inc. Parts are sourced, calibrated, and warranted for our specific frame and motor geometry. Compatibility with third-party products cannot be guaranteed and creates liability we do not accept.
Verification
At the time of order you will be asked to provide your Dirtlab product serial number. By submitting it you:
- Confirm the serial number belongs to a product registered to you or your organisation;
- Consent to Bikelab Inc. verifying it against our customer and production registry; and
- Acknowledge that submitting a serial number you do not own, a fabricated number, or a number belonging to another party constitutes misrepresentation and may constitute fraud under applicable law — including Taiwan (Criminal Code Art. 339), EU member states, the United Kingdom, the United States, Canada, and Australia.
Cancellation of ineligible orders
Orders that cannot be verified — where the serial number is absent, incorrect, falsified, or belongs to a product not owned by the purchaser — will be cancelled and the product amount refunded. Bikelab Inc. is not responsible for any transaction, processing, or service fees charged by your payment provider in connection with a cancelled ineligible order. Those fees are levied by your provider under their own terms and must be disputed directly with them.
No exceptions
We do not supply parts for frames, motors, or kits not purchased through Bikelab Inc., regardless of how those products were acquired. No exceptions are made based on proximity to our serial number format, partial matches, or unverifiable assertions of ownership.
5. Lead Times
| Product | Lead time from payment clearance |
|---|---|
| In-stock frame | 3–7 business days |
| Custom colour or non-stock size | ~30 days |
| Frame kit + Öhlins or DVO suspension | ~44 days |
| Frame kit + other suspension (SRAM, Fox, Marzocchi) | 60–80 days |
| Complete bike build | ~70 days |
Lead times are estimates. Bikelab will notify you if a lead time changes by more than 14 days. For pre-orders, lead time runs from factory production start — we communicate this date proactively.
6. Cancellation Policy
You must acknowledge the cancellation terms below at checkout before your order is confirmed. Proceeding to payment constitutes acceptance.
Stock items (in-stock, 3–7 day ship)
| When you cancel | Refund |
|---|---|
| Within 48 hours | 100% |
| After 48h, before shipment | 90% (10% allocation & admin fee) |
| After frame has shipped | 0% — no refund |
Custom / pre-order items (all made-to-order frames)
| When you cancel | Refund | Fee & basis |
|---|---|---|
| Within 24 hours of confirmed order | 80% | 20% = payment processing + administration (USD 75/h, max 2h) |
| 24 hours – 7 days | 70% | 30% + documented transaction costs |
| After 7 days, production not yet started | 60% | 40% + transaction costs + factory material costs |
| After production starts (painting/assembly begun) | Case-by-case — min 40% retention | 40% base + full documented production costs |
| Complete bike build, any stage | 0% | Non-refundable. Stated on all build quotes. |
Definitions
- Transaction costs: The actual payment processing fee charged to Bikelab for your transaction (e.g. PayPal 3.5% / wire USD 20–45). Itemised on your cancellation confirmation — not a fixed percentage.
- Factory material costs: Costs already paid to our factory for materials specific to your build (custom paint, frame variant). Documented with supplier invoices provided on request.
- Production commencement: The point at which the factory has begun physical work on your frame (paint, CNC, or assembly). Bikelab emails you the production start date proactively. Evidenced by our production order to the factory + factory confirmation, both timestamped.
- Administration fee: Internal cost for design review, order processing, and proforma preparation. USD 75/hour, capped at 2 hours (max USD 150).
How to cancel
All cancellations must be in writing by email to sales@bikelab-inc.com. Effective from the date and time your email is received. Phone calls and messaging apps do not constitute written cancellation.
Checkout acknowledgment (custom & pre-order items)
By confirming your order you declare: (1) This is a custom-manufactured product made to my specifications. (2) My right of withdrawal under EU Consumer Rights Directive Art. 16(c) / UK Consumer Contracts Regulations does not apply from the moment production commences. (3) The cancellation fees listed above apply from order confirmation and represent Bikelab’s actual documented costs. (4) I am authorised to make this purchase. (5) I have read and understood these Terms.
7. Shipping & Delivery
Bikelab ships worldwide via FedEx International Priority. Tracking is provided at shipment. Frame kit orders from end consumers ship DDP (Delivered Duty Paid). Parts, spare parts and accessories ship without duties and taxes paid; import duties and taxes on these are paid by the buyer. Dealer orders ship EXW; dealers pay their own duties. Bikelab handles all export documentation. Risk of loss passes to the buyer upon delivery to the address provided at checkout.
For orders above USD 500, Bikelab may require a signature on delivery as a buyer protection measure. If you are unavailable to sign, arrange redelivery with FedEx — do not refuse the parcel.
8. Warranty
Bikelab frames carry a 3-year warranty against manufacturing defects from the delivery date to the original purchaser. The warranty does not cover: normal wear and tear; crash or impact damage; misuse or failure to follow the assembly manual; corrosion from inadequate maintenance; third-party modifications; or competition use. The warranty is non-transferable.
To make a warranty claim: email sales@bikelab-inc.com with your order number, description, and photos. We respond within 10 business days.
Suspension and mounting — conditions of the frame warranty
- Use only fork and shock combinations that Bikelab has approved and checked for the frame. Changes to the shock, yoke, rocker or mounting hardware that Bikelab has not approved are at the rider's own risk.
- Flip chips from other brands are not allowed, even when they fit our yoke. They are untested; Bikelab supplies its own.
- Follow the shock maker's advice for yoke-driven frames. A shock that its maker does not allow on a yoke can damage the frame; such damage is not covered.
- Air pressure or coil spring rates far below the recommended values can let the suspension bottom out hard and damage the frame on impact. Such damage is not covered by the warranty. The Crash Replacement programme still applies.
- The PUSH ElevenSix shock must not be used: it is not made in 230 mm length and its piggyback is too long for the frame and yoke.
- For advice on any combination that is not listed, write to sales@bikelab-inc.com before you build.
9. Crash Replacement
Crash replacement is available for the following Bikelab-manufactured carbon frames, including those sold under the Transalpes name: C2, C3, E1 and E3 (all carbon variants). If one of these frames is damaged beyond repair by impact, the owner may purchase a direct replacement frame — current model equivalent — at the crash replacement price, plus shipping. Crash replacement is open to original purchasers and subsequent owners alike. Pricing is available on request from sales@bikelab-inc.com.
Owners of alloy-variant Transalpes frames may contact sales@bikelab-inc.com to discuss options — these are assessed case by case and handled differently from the carbon programme above.
Crash replacement does not constitute a warranty claim or an acknowledgement of liability by Bikelab Inc.
9. Returns & Faults
Frames arriving damaged in transit or with a manufacturing defect: contact us within 14 days of delivery with photos. Bikelab arranges collection or replacement at no cost. Custom frames are not eligible for change-of-mind returns. In-stock frames: contact us within 48 hours of delivery (undamaged, original packaging) — return at buyer’s cost after receiving a return authorisation number.
10. Dispute Resolution
Please contact us first at sales@bikelab-inc.com. Most issues are resolved quickly by email.
Chargebacks
Filing a chargeback without first contacting Bikelab is considered a breach of good faith. We document every order with: the signed checkout acknowledgment; order confirmation emails with cancellation terms verbatim; timestamped production photos (where applicable); shipping tracking and delivery confirmation. This evidence is submitted in full to payment processors in response to any dispute.
Governing law
These Terms are governed by the laws of the Republic of China (Taiwan). Disputes shall be submitted to the exclusive jurisdiction of the Taiwan courts, except where mandatory consumer protection laws in your country of residence require otherwise. EU consumers retain the right to bring claims before the courts of their EU member state.
EU Alternative Dispute Resolution
EU consumers may use the European Commission’s Online Dispute Resolution platform before resorting to legal proceedings.
11. Privacy
Your personal data is used solely to process and fulfil your order and comply with legal obligations. We do not sell your data to third parties.
12. Contact
BIKELAB INC. · No. 8 Lane 166 Fengli Rd, Tanzi District, Taichung 42754, Taiwan · sales@bikelab-inc.com