What is Cyclesite and how does it work?

Cyclesite is a UK marketplace for buying and selling used bikes. Sellers photograph the bike's serial number when listing, and we check it against stolen bike databases before it goes live. Buyers browse for free, message sellers, and pay through Stripe with escrow protection. Listing fees start from £10.99.

Is it safe to buy a second-hand bike on Cyclesite?

Yes. The serial number photo that sellers provide when listing does two things: it proves the seller physically has the bike, and it lets us check the serial against stolen bike databases. If the bike comes back as reported stolen, the listing is blocked. Payments go through Stripe with escrow, so your money is held until you confirm you're happy. If something goes wrong, our dispute team can step in. You can also check any bike yourself for free at cyclesite.co.uk/stolen-bikes.

How much does it cost to sell a bike?

Listing fees start from £10.99 for a standard listing. Auction listings may include additional fees. There are no hidden charges, and you can see the full pricing breakdown on our pricing page before you list.

What bikes can I find on Cyclesite?

Everything from road bikes and mountain bikes to electric bikes, gravel bikes, hybrids, kids' bikes, and folding bikes. You'll find popular brands like Specialized, Trek, Giant, Canyon, Cannondale, and Brompton, plus smaller and boutique brands. Listings cover the whole of the UK, with bikes available in London, Manchester, Birmingham, Edinburgh, Bristol, and hundreds of other towns and cities.

How are payments handled?

Secure payments are available through Stripe. When you choose to pay through the platform, your money can be held in escrow until you've confirmed the bike matches the listing. Buyers and sellers can also arrange payment directly if they prefer.

Retailer Complaint Handling

This policy explains how retailers can raise a complaint with Cyclesite about a platform decision that affects their business, and the timelines we work to. It supplements the general Complaints Procedure, which applies to buyers, private sellers and other users.

1. Scope

This policy covers complaints from retailers about:

Moderation decisions on their listings (holds, edits, removals, relegation from premium placement).
Account suspensions or terminations.
Payout holds, delays or reversals instigated by Cyclesite (excluding those required by Stripe).
Application of the Retailer Agreement, the Retailer Packages Terms, or the Listing Content Standards.
Billing disputes on Retailer Packages that are not already covered by the Refund Policy.
Feed ingestion, integration or API problems caused by Cyclesite.

Payment processing issues (authorisation, chargebacks, KYC verification) are handled by Stripe Payments UK Ltd under their own procedures.

2. Before You Complain

Many issues can be resolved quickly without a formal complaint. Before you raise one:

Check the notification we sent. Moderation decisions include the rule that was applied.
Check the relevant policy pages linked above.
Check the retailer dashboard for any pending action on your part.

If the issue is still unresolved, raise a complaint using the route below.

3. How to Submit a Complaint

Email support@cyclesite.co.uk with the subject line “Retailer Complaint” and include:

The retailer account name.
A short description of the issue.
The listing ID, order ID, invoice number or support-ticket reference, where relevant.
The outcome you are asking for.

We recommend email so we have a written record. We will accept a complaint raised through the retailer dashboard, but we will ask you to confirm the key facts by email.

4. Timelines

Acknowledgement within 5 working days. We confirm receipt and tell you who is handling the complaint.
Substantive response within 28 days. In most cases we will reach a final view within this window.
Complex cases. If a complaint needs longer (for example, it turns on a police or regulator referral), we will tell you before the 28-day mark, explain why, and give a revised date.

5. How We Decide

When investigating a complaint we:

Review the original decision, the evidence it was based on, and the policy it applied.
Consider any new information you have supplied.
Involve a second reviewer who was not part of the original decision.
Apply the policy consistently with other similar decisions.

Possible outcomes:

Uphold the original decision, with reasons.
Reverse the decision and restore listings, refund fees, or reinstate the account as appropriate.
Partially uphold the decision (for example, confirm a suspension but shorten its length).
Update a policy where the complaint reveals a gap, and apply the revised policy to the case.

6. Escalation

If you disagree with the final response, reply to that email asking for escalation. The complaint will be reviewed by a Cyclesite director who has not been involved previously. We aim to respond to an escalation within a further 14 days.

7. Independent Review

If you remain dissatisfied after escalation, you may refer the matter to:

The UK Competition and Markets Authority for concerns about platform conduct under the Digital Markets, Competition and Consumers Act 2024.
The UK Information Commissioner’s Office at ico.org.uk for data-protection concerns.
The courts of England and Wales, in line with clause 9.

We also engage constructively with any alternative dispute resolution body that you and we agree in writing to use.

8. Confidentiality

We treat complaints in confidence, share them only with colleagues and advisers who need to see them, and keep a record for at least 3 years so we can spot patterns and improve the platform.

9. Governing Law

This policy is governed by English law. The courts of England and Wales have non-exclusive jurisdiction over any disputes.

10. Contact

TPSTORES LIMITED (trading as Cyclesite)

Company Registration: 13238473

Registered office: 128 City Road, London, EC1V 2NX, United Kingdom

Email: support@cyclesite.co.uk

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Retailer Complaint Handling