Help
Welcome to our Help pages, if you have a query about the site; please refer to these pages for the answer first before contacting Customer Services.
Register as a Bluecycle Plant buyer
Register by clicking on the 'Register to Bid' link on the Home page and complete the online form. Once completed, a confirmation email with your password will be sent to you with advice about payment methods.
Who can use my account?
The registered buyer is solely responsible for the account. Although you may have employees bidding on your behalf, you are responsible for all bidding activity.
Updating my profile/password/address
To update your password, log on and click the 'My Bluecycle Plant' tab. Click on the 'My Profile' box and follow the instructions.
To update your contact telephone number or email address, please call Customer Services on
0844 822 7800 or email theteam@bluecycleplant.com.
To update your home or business address, please send a copy of a utility bill with your name/company name and new address clearly shown together with your username or dealer ID to:
Bluecycle Plant Customer Services
Union House
182-194 Union Street
London SE1 0LH
Or fax it to 0844 822 7801.
Descriptions and images
It is important to remember Bluecycle Plant descriptions are an indication only. These descriptions are completed by the seller and are not a qualified engineer's assessment.
Images are used to supplement the description. When purchasing used plant and equipment, please pay close attention to both the images and the description. If you have any questions about descriptions, please contact Customer Services.
If an item is mechanical, it will be tested to check if it starts before it is uploaded to the site. If it starts, this will be detailed in the description as ¿started¿. However, there is no guarantee the item will start again when collected, as it will not have been tested since the previous checks were carried out.
Keys and documents
keys and documents will be indicated on the auction page. If you have any doubts concerning availability, please contact Customer Services prior to bidding.
Fees
When an item is won at auction, the customer pays the winning bid plus Buyer's Premium (BP), 5.5% of the winning bid (minimum £40) and any applicable VAT. If paying by credit/debit card, a credit/debit card fee will be charged.
If you decide you no longer want to honour your bid and wish to cancel your purchase, you will be subject to a cancellation charge. The amount will be determined by the value of your purchase. Customers will incur storage fees if the item has exceeded the specified 10 calendar days of free storage. A loading fee may also be levied if assistance is required to load the item. These payments should be made directly to the storage depot. Please contact the depot prior to collection to discuss possible charges.
Bidding
To place a single bid, enter the amount in the 'Single Bid' box. Ensure the bid placed is correct as bids cannot be changed or removed.
To place a proxy bid, enter the amount in the 'Proxy Bid' box.
Cancelling a bid
Bids placed cannot be cancelled. However, if you decide you no longer want to honour your bid and wish to cancel your purchase, you will be subject to a cancellation charge. The amount will be determined by the value of the purchase.
Carousel
The carousel can be found at the top of all pages of the site (except the home and external payment pages). It displays the next items to close and shows a different item every five seconds. If you want to speed up the carousel, click on the arrows at either end of the display.
If you're logged in and see an item you like, you can add it to Bidwatch or click on the item for more information and then place a bid, as you would for a item displayed in Latest Auctions. Don't forget, if you see an item on the carousel when our auctions are live, the auction will be about to close and you will need to act fast to place a bid!
The price displayed in the carousel is the current highest bid excluding VAT. To check if VAT is applicable, click on the item for more information.
Page Refresh
Our Push Technology refreshes pages automatically enabling you to see the winning bid without having to refresh the pages yourself.
Auction Extensions
Within the Bid Now box, five red arrows will start to flash to signify the 20-second countdown prior to an auction closing. If a bid is placed during this time, the lights will refresh and start counting down again for a further 20 seconds. This will continue until no bids are placed during that time and the auction will close.
Release Notes
Once payment has been received and cleared, Bluecycle Plant will forward a copy of the Release Note to your registered email address.
Alternatively, once payment has cleared, the Release Note can be accessed at any time by logging on to Bluecycle Plant, clicking the 'My Bluecycle Plant' tab, and clicking the 'My Orders' box. Click on the order number and the next page will have a `Print Release Note' icon at the top of the page.
When will the Release Note be sent by email?
If you pay by credit/debit card, your Release Note will be sent on the hour once funds have cleared.
Collections
Once payment has cleared and the customer has received their Release Note, arrangements for collection can be made. Please give the storage depot at least 24 hours notice prior to collection to enable them to access the item. Failure to do so could result in an item not being released. Before removing the item from the depot, it should be inspected. Please ensure this is completed as no refund or compensation will be considered after an item has been removed.
Auction issues
If a customer is unhappy with an item, or has concerns that it has not been described correctly, issues should be raised with the storage depot staff before leaving the depot. They will discuss the customer's concerns and contact Customer Services who will be happy to examine any matters brought to their attention.
Rejections
If a customer collects an item, they can only reject it while it's still on site. Issues should be discussed with depot staff who will be happy to discuss any concerns raised. If necessary, these will then be brought to the attention of Bluecycle Plant.
If the concerns are justified, the customer will be offered compensation. If the reasons are deemed unjustified, the customer's account may be suspended if they choose to reject the item. Alternatively, an item cancellation charge can be paid. The amount will be determined by the value of the purchase.
If the customer has nominated someone to collect the item on their behalf, it is their responsibility to ensure the collecting driver is aware of its description as once it has been removed from the depot, Bluecycle Plant will not discuss rejections or compensation, regardless of who collected the item.
If the depot has arranged delivery of the item, it should be inspected before the delivery driver departs. Any issues with the item should be discussed with Bluecycle Plant or the depot before the item is left in the customer's possession.
Refunds and compensation
If compensation or a refund has been agreed, Bluecycle Plant will arrange for the customer's account to be refunded. All refunds will be credited back to the same account they were originally paid from.
Complaints Procedure
If a customer is not satisfied with something Bluecycle Plant, or the storage depot has acted upon or failed to do, customers have the right to complain. Bluecycle Plant's complaints procedure is confidential, and has three stages to ensure all complaints are dealt with fully and fairly.
- If at the depot the customer or their agent has an issue regarding the purchased item
- Do not sign for the item or remove it from the depot
- Alert a member of the depot staff about the issues
- A member of depot staff will discuss the issues with you/your agent and Bluecycle Plant
- If an agreement has not been reached regarding an issue
- Note the name of the person from the depot who is dealing with the issue
- Contact Bluecycle Plant Customer Services and advise them of the problem, detailing previous conversations, the solution offered, and any unresolved issues. Customer Services will try to resolve the situation
- If you are still unhappy with the resolution offered, please forward a written complaint via email or letter to Customer Services. Bluecycle Plant will then investigate the situation in more detail
- Bluecycle Plant will aim for the complaint to be resolved within 10 working days. If this target cannot be met, we will advise you when you can expect a resolution.
- If the complaint has been investigated but the customer is still not satisfied
- The customer will be required to send a written notice of further complaint
- The Customer Service manager will investigate the complaint in detail. Once reviewed, they will issue a final company response in line with the standards above.
Account suspensions
Bluecycle Plant reserves the right to suspend or terminate a customer's account. Examples of cases that may lead to suspension include:
- Non-payment
- Un-honoured bids
- Misuse of website
- Unjustified item rejection
- Breach of Bluecycle Plant's Terms and Conditions
- Unacceptable behaviour/language towards Bluecycle Plant staff or partners
- Using an item won at auction with the previous owners signage still visible.
If an account is suspended, the customer will be advised of the length of the suspension. At the end of the period they will receive notification that the suspension has been lifted.
Appealing against a suspension
If a customer has information that may help their appeal, they should email Customer Services at theteam@bluecycleplant.com to request a review.