As you have read in the previous section, working as a Runner (being a freelancer), provides 100% freedom and flexibility. But you have responsibilities towards your customers, because they are legally buying the repair from you – not BikeRunner as a company. 

So in other words, with the freedom, there also comes responsibility:

• You are responsible for the quality of your work. You have to make sure yourself that “you know what you are doing”. Never try to repair what you do not have experience or competence in doing. 
• The customer buys the repair service from you, not from the company BikeRunner. This also means that if the customer won’t pay you because they are not happy, then neither BikeRunner, or you, get paid. (BikeRunner will of course always try and help you to solve such a situation though). 
• As your own boss, you are responsible for getting the tools and spare parts that you need, to perform the task you have accepted. 
• You are responsible to manage your own time, plan your trip to the order etc – so that you make sure that you can keep what you have promised to the customer. You are also responsible to ask BikeRunner for help, if you are not able to do that, so that we can help. 
• You are responsible to at all times have a good service-minded communication with both BikeRunner and the customer. 
• You are responsible to keep track of your expenses, so that you pay your tax as a private freelancer, or VAT as an independent entrepreneur. 

Disputes 

With that said – BikeRunner is your personal marketing, sales, finance and support departement – so you can focus on repairing bikes. If something goes wrong, we are always here to help you. If that is communicating with the customer, or finding a new Runner for your order, or if something goes wrong with the bike.

BikeRunner can mediate any situation with your customer if you need help. Also – if a customer is unhappy, sometimes they contact BikeRunner, and sometimes they contact you. If they contact BikeRunner – our job is to represent you towards the customer, but also the customer towards you. Since that is the case – if no mutual agreement can be made between you and the customer – BikeRunner will always act and communicate according to the Law of Sales and services. This law has very specific rules about what the customer and you need to do to make/handle a complaint (for example that they have to let us know immediately, and you have both a duty and the right to check and try to mend the problem).

Insurance

BikeRunner has also acquired an insurance for you and the customer, for all orders through the platform. 1 euro of all orders goes directly to the insurance – and it covers both if you break something on the bike, and if the customer (or other things) gets injured because of your repair. The insurance does not cover the actual thing that you are repairing – meaning if you put a tube in, that got damaged because you didn’t use tire irons, you have to replace the tube yourself. But if the engine on an electric bike broke because you didn’t plug it in correctly after mounting the tire back on, the insurance cover. The excess fee of the insurance is 1000 DKK (134 euro). 

Guarantee

When signing up as a Runner, you agree to give customers through the platform a 5 day guarantee of not puncturing again. The way to understand this, is that if a customer punctures again within 5 days, usually the Runner missed something (there was one more hole in the tube, the tub got damaged when you put it in, a stone/glass is still in the tire etc.), or he/she should have done another repair (he changed the tube, but the tire was in really bad shape, so was causing the puncture).

This is part of you being responsible for the quality of your work. You are free to assess and recommend any repair. If a customer does not agree to the recommended repair, you believe the bike needs – you can waive the guarantee for this customer. If you waive the guarantee, make sure you have that in writing. You can also write it in the comments section of the invoice, so there is no question about it, if the bike puntures again within 5 days.