Vulnerable Customer policy
Introduction:
BikeproRacing recognizes the importance of protecting its vulnerable customers, including those who are:
• Minors: Under the age of 18
• Elderly: Over the age of 65
• Disabled: Physically or mentally impaired
• Financially disadvantaged: Experiencing financial hardship
This policy outlines our commitment to protecting these customers and ensuring they have a safe and positive experience on our website.
Vulnerable Customer Identification:
• We will not actively collect or store information about a customer's vulnerability.
• We will rely on customers to self-disclose their vulnerability if they wish to do so.
• We will train our customer service representatives to identify potential signs of vulnerability, such as:
o Difficulty understanding website terms or conditions
o Asking for additional support or clarification
o Expressing concerns about affordability or safety
Policy Principles:
• Fairness and Transparency: We will treat all customers fairly and transparently, regardless of their vulnerability. We will provide clear and concise information about our products, services, and policies in a way that is easy to understand.
• Accessibility: We will strive to make our website and products accessible to all customers, including those with disabilities. We will comply with relevant accessibility guidelines and standards.
• Affordability: We will offer a range of products and services at different price points to ensure that they are affordable for all customers. We will also consider offering discounts or payment plans for vulnerable customers.
• Safety: We will take all reasonable steps to ensure the safety of our customers, both online and offline. This includes providing information about safe cycling practices and product safety warnings.
• Support: We will provide appropriate support to vulnerable customers, such as:
o Offering extended customer service hours
o Providing dedicated customer service representatives
o Offering simplified return and exchange policies
Implementation:
• We will train all staff on our vulnerable customer policy and procedures.
• We will regularly review and update our policy to ensure it remains effective.
• We will encourage customers to provide feedback on our policy and procedures.
Additional Considerations:
• We will comply with all relevant laws and regulations relating to vulnerable customers.
• We will respect the privacy of all customers, regardless of their vulnerability.
• We will continue to develop and implement new initiatives to protect vulnerable customers.
