Cycle to Work - The Refund Process (for UK only)

Can employees get a refund for their Cycle to Work order?

Yes, the right of the user to cancel an agreement within 14 days, known as the 'Cooling Off Period' without penalty or reason, is a requirement of the Consumer Credit Act 1974. Therefore employees can get a refund on their Cycle to Work (CtW) Letter of Collection (LoC) so long as they haven't yet redeemed it for a bike or equipment and it's within 14 days of being dispatched.

The refund request option can be found on the website on the Order History page of Cycle to Work in SmartPay. 

Can an employee request a refund after 14 days?

An employee can request a refund within 14 days for any reason, as long as the Letter of Collection hasn’t been redeemed. After 14 days, and up to 120 days, refunds are only allowed for the following circumstances:

• Death in service
• Financial hardship of the individual
• Critical illness of the individual

The cancellation request needs to be submitted directly by the employer from their administration portal in SmartPay - via the Applications tab.

If the LoC was not redeemed the employer will see a cancel button against the application (as shown on the screenshot) and they will be able to select from a drop-down one of the three reasons for cancelling the application. This action will close the application and will automatically trigger the credit note for it.

Please note that the cancel button will not appear if the LoC was redeemed! 

What happens if the employee has already used their LoC?

If an employee has already used their LoC, unfortunately, they are unable to receive a refund. However, at the store's discretion, the employee may be able to exchange or swap their bike. In this case, we recommend that the employee contacts Halfords Business Services on 08450 778850 to discuss their options. The phone number is also found on their LoC.

How the process works: