How does coverage work?
Premium Protection goes beyond standard carrier liability, covering your bike for up to EUR 20,000 in case of loss or damage during transit.
Why standard carrier liability may not be enough
Under the CMR Convention that governs road freight in Europe, standard carrier liability is calculated by weight at approximately EUR 12 per kilogram. A 20 kg bike worth EUR 3,000 would only be covered for about EUR 240.
Up to EUR 20,000
Coverage for the full declared value of your bike, not just its weight.
Photo-verified
Pre-shipment photos document your bike's condition, making claims straightforward.
5-day resolution target
Our team aims to review and resolve claims within 5 business days.
Claims reviewed by experienced bike mechanics
Every claim is reviewed by our in-house team of experienced bicycle mechanics who understand bikes inside and out. They assess damage based on your pre-shipment photos, the delivery condition, and their deep knowledge of frame integrity, component wear, and packaging standards.
This means your claim is not handled by a generic support agent reading from a script. Our mechanics can tell the difference between transit damage and pre-existing wear, evaluate whether a carbon frame is structurally compromised, and recommend fair repair or replacement costs based on real market knowledge.
We hire mechanics with hands-on workshop experience because we believe claims should be assessed by people who actually work on bikes, not by people who have never turned a wrench.
Document your bike before shipping
7 photos are required to activate your coverage. These serve as evidence of your bike's condition and are essential for processing any claim.
Step 1: Before packing (3 photos)
Left (drive) side
Fully assembled bike showing drivetrain, cranks, and frame.
Right (non-drive) side
Fully assembled bike showing frame, brakes, and non-drive components.
Wrapped in front of box
Wrapped components laid out in front of the open box.
Step 2: Sealed box (4 photos)
Inside the box
Wrapped bike positioned inside before sealing.
Box front view
Fully sealed box from the front, all seams taped.
Box side view
Sealed box from the side, properly closed on all edges.
Order ID on box
Your order ID written clearly on the exterior.
How the claims process works
Always accept the delivery, even if the box looks damaged. You have 48 hours from delivery to inspect the bike and file a claim through your shipment dashboard.
Step 1
Review
Our bike mechanics compare your pre-shipment photos against the reported damage to understand what happened.
Step 2
Investigation
We work with our carrier partners to determine what occurred during transit and gather any additional evidence.
Step 3
Resolution
We aim to resolve your claim within 5 business days. We keep you updated throughout the process.
What may be covered
- Lost shipments - Up to the declared value if confirmed lost in transit
- Damage during transport - Repair costs or partial compensation based on damage extent
- Missing components - Parts documented in pre-shipment photos but missing on delivery
What is not covered
- Normal wear and tear (tires, chains, brake pads, bar tape, cables)
- Pre-existing damage not documented in pre-shipment photos
- Damage from inadequate packaging outside our guidelines
- Claims filed after the 48-hour inspection window
- Cosmetic damage that does not affect functionality
Important conditions
Do not use or ride the bike while a claim is being processed
Do not carry out repairs before they are approved by our team
Keep the original packaging and materials for inspection if requested
Respond to claim communications within 4 business days
All 7 pre-shipment photos must be submitted before the label is generated
Disclaimer
Premium Protection is not insurance. It is a voluntary protection plan offered by buycycle to provide additional coverage beyond standard carrier liability. The terms outlined on this page are for informational purposes and do not constitute a guarantee of payment. buycycle reserves the right to assess each claim individually and to request additional evidence or documentation before reaching a resolution. Coverage is subject to compliance with all photo documentation requirements, packaging guidelines, and the conditions described above.
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