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:
- Difficulty understanding website terms or conditions
- Asking for additional support or clarification
- 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:
- Offering extended customer service hours
- Providing dedicated customer service representatives
- 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.