FAQ

What is the Service Partnership exactly?

• You will get assigned repair cases for our customers in your area who need help with a repair.

• You have a 100% control of your own schedule, you decide when you want to set availabilities.

• We will ask you to perform specific fixes/replace specific parts on customers' bikes.

• Diagnostics are done beforehand by our Customer Support (CS) team.

Do I have to be available for a minimum amount of time per week for repairs?

• As per the Terms & Conditions, the minimum availability should be 4 hours per week.

• You will need to update your availabilities on a weekly basis, ensuring availability for the next 4 weeks.

• We regularly check availability. Should the availability be too low, we will look for another partner to help you out with the workload in your city.

What if a customer comes to my store without having contacted Cowboy first?

• If the customer requests a maintenance, you can provide the service (+ sell parts) and bill the customer directly with no interaction from Cowboy.

• If the customer has an issue under warranty, please refer them to Cowboy. They should contact hello@cowboy.com first.

  • The normal flow will be followed if the customer contacts us.

  • In the exceptional case (please avoid as much as possible), where a customer leaves their bike behind, you can contact hello@cowboy.com directly (please already mention the customer details). We will then help you diagnose the issue and create a ticket in our system. This is not the ideal flow and might be more work for you/us to manage, compared to the normal flow.

How do I get paid?

• After each repair, you fill in the follow-up form to give us information on how the repair went. This form will be sent to you by mail (Cowboy Gmail).

• At the start of each month, we send you an overview of the past month's work based on the follow-up forms we received.

• You send us an invoice for the amount of the overview (or, you send us an email if the overview seems incorrect to you).

• We pay you this invoice by its due date.

• Check our Partners Invoicing Guidelines for more information: sample invoice, VAT, etc...

When should I hand over my invoice

As statement in your contract: "3.3 Payment of Fees will be made on a monthly basis against submission of an invoice. Cowboy Partner will invoice the Fees to Cowboy on or before every fifteenth calendar day of the month for the Services performed during the immediately preceding month."

Please send your corresponding invoice by the end of the month and no later than 2 months after this email. Invoices for activities dating back from more than 2 months will only be accepted in exceptional circumstances. They require additional checks and we will only process them infrequently. This means your payment can be delayed by several months.

How can I set my availability in my calendar?

• Check the Repair Flow

How does a repair work?

• Check the Repair Flow

Who should I contact in which case?

Check our Communications Guidelines (CONTACT tab).