Cycle for MS: Conquer the Tour

Question 1

Transferring your place to someone else

Accepted Answer

If you are unable to attend an event, you may be able to transfer your place to someone else. Simply view your booking via the link in your confirmation email and, if the event organiser is currently permitting such transfers, click to Transfer to Someone Else.

You will be asked to enter the name and email address of the intended recipient - together with any custom message you wish to add - and on completion of the booking invitation sent to the recipient, your entry will be removed.

Click here for further information.

Question 2

Updating your user profile

Accepted Answer

When registering for an event, any details stored on your user profile will typically be pre-populated on the entry form. You can update these details (email address, name, date of birth, gender) via the Settings option in your login menu (displayed as your First Name when signed in).

The login menu will appear in the top-right of the page when viewed in a desktop browser, or can be accessed via the burger menu when viewing on a mobile device.

Question 3

Updating your booking/registration information

Accepted Answer

If any of the details provided during your registration for an event are incorrect/outdated, you may be able to update them yourself. Simply view your booking via the link in your confirmation email and, if the event organiser is currently permitting such updates, click to Update Booking.

You will be able to update any responses except your Name and Date of Birth, but must ensure you click Proceed at the foot of the page to save any changes. Note that you will not receive confirmation of any changes by email.

Question 4

How can I add an Item to my event booking

Accepted Answer

If you forget to do so during registration, or later change your mind, you can still purchase any merchandise/add-ons offered by the organiser of an event you have already booked.

Simply follow the link in your booking confirmation email to view/manage your entry, and select “Add Items to Booking” from the available options. You will then be taken to the the event merchandise page where you can add any items to your orders as necessary.

Question 5

Creating a user account after registration

Accepted Answer

Creating a user profile allows you to manage all of your bookings in one place and take advantage of any other benefits offered by an organiser.

These can include loyalty points earned for entering an event, a record of your results, or credit earned through any referral scheme in place.

If you didn’t elect to create a user profile during registration for an event, you can do so by viewing your booking via the link in your confirmation email and click to Create Account where indicated. You will be asked to provide a password, and can then use the same login credentials to sign in to your profile with any organiser using the eventrac platform to host their events.

Question 6

Save Your Details for Faster Booking

Accepted Answer

Login to your user profile and navigate to the Bookings tab, expanding the option to display Past Bookings if necessary. Click on the grey circled tick to the left of any bookings for which you wish the participant details to be available for selection when later utilising the Auti-Fill functionality on the entry form.

Note that this functionality will only be available if you are signed in to your profile during the booking process.

Question 7

I purchased Refund Protect with my booking, how do I submit a claim?

Accepted Answer

If you purchased Refund Protection with your entry, your confirmation email will include your claim reference, and links to both the website through which you can submit a claim, and the Terms & Conditions you accepted during purchase that will be applicable to any such claim.

Refund Protect is a service offered by a third party provider. Neither the organiser of the event - nor eventrac as the software provider through which the purchase was made - have any influence over the subsequent outcome of any claim submitted to the provider. You must contact them directly via email reply to the initial confirmation you receive when first submitting a claim.

Refund protection is not applicable if the event is cancelled/postponed by the organiser. In this case you will need to contact them directly to discuss your original entry.

Question 8

Creating a JustGiving Fundraising Page

Accepted Answer

If the organiser of your event has partnered with any charities, you may be given the option to create a fundraising page directly within the system.

If you didn’t elect to create a fundraising page immediately after completing payment for your event, you can do so by viewing your booking via the link in your confirmation email and clicking to Setup Fundraising Page where indicated. You will be asked to sign in to your existing JustGiving account (or create a new one), and then give permission for eventrac to create a fundraising page on your behalf.

Once approved, the next page will ask you to select your charity (if there are multiple charity partners, else the charity will be pre-selected), confirm and/or update the Page Title, set a fundraising target (if not already populated by the orgainser as an entry requirement), opt-in to future communications from the relevant Charity, and finally add your fundraising story.

On submission of the form, you will then be returned to your booking which will now display the linked Fundraising Page and a summary of your current fundraising total (refreshed daily). Your individual page will also then be linked to the main event page on JustGiving, contributing to the overall total.

Question 9

Joining a Waiting List

Accepted Answer

If an event has sold out and the organiser has enabled one, you can join a waiting list - so you still have a chance to take part if places become available. You’ll need to provide the same details as if you were entering the event, but you won’t be charged at this stage. Any extras or add-ons that would ordinarily be available during registration can be purchased if you are later invited to complete entry.

If a place does become available, and you are next on the waiting list, you will receive an email invitation with a direct link to review the details you originally provided and then complete payment. The invite will only be valid for a short period (1 or 2 days, for example) so you will need to take action as soon as possible. If you don’t respond in time, your invite will expire and be offered to the next person on the list. You can also reject the invitation if you are no longer interested in participating.

Question 10

Who are pie?

Accepted Answer

Who are pie? pie develops and delivers bespoke rides throughout the UK and Europe. We offer fully supported group cycling tours for companies, charities and private groups, only to your specific brief.

Question 11

Is pie B Corp accredited?

Accepted Answer

Yes! If you are looking to make sure your events provider has the highest sustainability and eco- friendly credentials look no further! We are delighted to announce we are a fully accredited B Corps business!

Question 12

What does being B Corp accredited mean

Accepted Answer

B Corps is a global system of accreditation measuring in fine detail, a business’s effect on the environment, the community, their employees, their governance, and how they work with their customers.

Question 13

How much does an event cost?

Accepted Answer

There is no fixed cost for our events as they are all bespoke and designed to your specific brief. For more details on costs please get in touch and we can put together a proposal for you.

Question 14

Do the events start and end on set days

Accepted Answer

All our events are specific to the clients brief and are available to start and end on any day of the week you would like.

Question 15

How long is an event?

Accepted Answer

This depends on your route. For example, London to Paris is usually over 3 days, however we can adjust any routes to be spread over as many (or as few!) days as you like.

Question 16

How many people can go on an event?

Accepted Answer

There is no minimum or maximum number required for an event. However, we will ask you your expected numbers so we can make sure we have sufficient staff to work on the event and to source accommodation, book travel etc.

Question 17

What does a typical day look like?

Accepted Answer

In the morning everyone will have breakfast at their accommodation. They will have the chance to fill up their water bottles and pick up ride snacks i.e. gels, cereal bars, electrolyte tablets. Our bike guides will go through a safety briefing before you depart and make sure everyone in the group is briefed for the day. There are usually three stops each day - AM stop, lunch stop and PM stop, where snacks and tea/coffee will be provided for you. Lunch will be a substantial meal. At the end of each day, your luggage will be waiting for you at the finish/hotel along with post ride snacks. If on a multi-day event, there will be a dedicated area to store your bikes overnight where work can be done on the bikes if needed. On some nights’ accommodation may be split across 2 or 3 hotels but everyone will have dinner together.

Question 18

Will I have access to my luggage during the day?

Accepted Answer

We will be transporting your main luggage and day bags throughout each day. You may have access to your day bags at lunch time. Typically, cyclists have day bags for items of clothing they may need later in the day or into which they can discard items they no longer want i.e. rain jacket, arm warmers etc. Although we try to provide access to day bags at lunch, please be aware the vans have many jobs to fulfil and can be called away for urgent matters. You may wish to ride with a saddle bag, handlebar bag or cross bar bag.

Question 19

How can I make sure my bike is suitable for the ride?

Accepted Answer

We recommend you visit a bike shop and speak to them about your upcoming ride. They should be able to advise you on how best to set up your bike properly. We strongly recommend you get a full service on your bike before the event. For details on how to perform your own check, watch this video.

Question 20

Will you send me files of the route

Accepted Answer

The vast majority of our rides are guided, so it is unlikely you will be given the route files. The entire group will be divided down into smaller groups of 8-10 people each riding at a slightly different pace. Each of these groups will be accompanied by a pie bike guide. They will lead you from one stop to the next. There will be the option to move between groups for a slightly faster or slightly slower ride. The pie guides are your navigators and mechanics, so you don’t have to wait for a mechanic’s van. For more serious mechanical failures, our support vans carry a spare bike and comprehensive toolboxes for the guides to delve into.

Question 21

What bike is best for this event?

Accepted Answer

The most suitable bike for most of our events is a road bike. Road bikes are generally a lighter option and will be beneficial when you meet some of the steeper terrain on the journey. You will be cycling many miles each day, so it is important you feel comfortable with your bike and put in plenty of training on the bike you will use for the ride. Ask in your bike shop for advice on the best gearing. Please ensure that your bike is fully serviced, and in good working order before the start of the event.

Question 22

How to make my bike suitable for hills?

Accepted Answer

For information on how to set up your bike for the hills, read our handy guide. We would also recommend you go to your local bike shop and discuss with them your upcoming ride.

Question 23

Do I need to bring my own food?

Accepted Answer

The vast majority of food will be supplied by pie throughout the ride. We always aim to get the most nutritious and beneficial food for your ride, and we cater for all dietary requirements. If you have specific snacks you wish to bring with you then you are welcome to do so.

Question 24

What kit do I need to bring?

Accepted Answer

We usually recommend you bring the following things on the trip. However, it is important to check the cyclist information document you will be sent in advance of the ride as some countries will have specific laws around bells, lights, reflectors etc.

Bike (a road bike is highly recommended)
Helmet (mandatory)
Bike pump (that either fits on your bike, or transported in your cycle jersey)
Spare tubes to fit your wheels
1 or 2 water bottles in cages on your bike
Cycle shorts
Cycle jersey
Cycle gloves
Wet weather gear
Sun-cream
Change of clothes for lunch if you wish
Any specialist equipment needed for your bike
Energy Gels (optional) – we will provide SiS
Mobile phone (with zip lock bag to put it in in case of rain)
Cash in local currency
Water bottles and bottle cages in your bike

Question 25

Do I need to bring any spare bike equipment?

Accepted Answer

Whilst pie carry a wide range of spare parts and tools that fit most bikes, we can’t guarantee we’ll have the exact part you need.

Our advice is that you bring with you any specialised parts and tools for your bike for example; Rear Derailleur hangar, Gear batteries, Charging cables, Brake Pads etc

Question 26

What training do I need to do?

Accepted Answer

pie has a section on the website dedicated to training programmes. This link provides you with several training options that will help you train for the event. We recommend you consult a medical professional before you start your training and seek advice frequently to prevent injury. Training Guides

Question 27

Do you have any nutrition advice?

Accepted Answer

We recommend you speak to a dietician or nutritionist for the best advice. However, we have put together some basic information for you on our website. Nutrional Advice

Question 28

Do you offer bike insurance?

Accepted Answer

We do not offer bike insurance. However, we are a proud partner of YellowJersey who offer specialised bike insurance. pie event riders get a 10% discount with this code: PIEEVENTS10. Find out more here.

Question 29

Do you rent bikes for your events?

Accepted Answer

We do not have our own bikes for rent, but we usually have a spare or 2 on the event for emergencies depending on the size of the event. We work with On your Bike who have offices in London, Birmingham and East Grinstead to offer you a rental bike service if needed. Find out more here.

Question 30

What is a carnet?

Accepted Answer

A carnet, also known as an ATA Carnet, is an internationally recognized customs document that allows for the temporary import or export of goods without paying duty or valueadded taxes. All goods are declared in advance of transport and can be stopped and checked at customs on departure to/from the EU/UK or entry to/from the UK/EU.

Question 31

Why do I need to submit a customs declaration form (ATA Carnet) when going to Europe?

Accepted Answer

pie are required to account for everything on the event going in each direction – UK<-> EU & EU <->UK – including bikes. pie will only be able to take bikes out to the EU which will also be coming back from the EU in our freight vehicles.

Question 32

What information is required for the European customs declaration form (ATA Carnet)?

Accepted Answer

- Description of the bike (e.g. Specialized Tarmac, Trek Madone etc)
- Bike’s serial number (usually found somewhere towards the bottom/underside of your bike)
- Weight of bike in kgs (including wheels, saddle bags etc.)
- Value (what you insure it for / what it would sell for)
- Country of origin (where it was manufactured)

If you do not complete this form, we will not be able to transport your bike in our vehicles to and from Europe. This form identifies your bike and once completed you will not be able to change your bike

Question 33

What if I need to change my bike after submitting my customs declaration (known as a carnet)?

Accepted Answer

If you need to change the details of the bike you plan to bring on a European event please tell us ASAP by email, info@pieevents.co.uk or phone 01932 46 00 90. If we have already submitted the details to customs, then you will have to arrange your own transportation of your bicycle to/from the UK because pie will not be able to add the bicycle onto the carnet after the information has been submitted to customs. If you do not inform pie of any changes to your bicycle it could result in long delays to everyone receiving their bicycle, and hefty fines.

Question 34

How would my bike travel back  if it’s taken off the carnet?

Accepted Answer

If you are cycling to Europe on your event (eg a London to Paris), we would recommend you travel back with your bicycle. You will need to source a bike transport box. We can only transfer boxes and bags that will travel flat. If you are on an event within Europe you will need to source a bike box to take your bike out to Europe and back again. Anything that leaves the UK in our vehicles has to return via the freight vehicle on a carnet.

Question 35

When will the bicycle be loaded onto the freight vehicle?

Accepted Answer

This varies depending on where the event is taking place. Details will be given to you specifically for your event in the cyclist information document. Please check that in the first instance. If you are still unsure, you can email us on info@pieevents.co.uk or call us on 01932 46 00 90

Question 36

What additional items am I able to take on my event?

Accepted Answer

Unfortunately, due to European customs laws, we are unable to transport consumable items in our support vehicles. Items such as spare inner tubes should be carried in your personal luggage.

Please note there are also restrictions on foods being taken into and out of the EU, so we advise checking in advance with customs if you were planning on bringing any snacks with you.

Question 37

Can I cancel, transfer or postpone my place on an event?

Accepted Answer

These will be specific to your event, please contact us to find out more.

Question 38

Do you offer travel to and from the start/end locations?

Accepted Answer

Usually, we do not offer transport to or from the start/end of an event. However, as every event is different, please make sure to check the Cyclist Information Document or contact us.

Question 39

Do you offer transfers to and from the airport / railway station at the start and end of the event?

Accepted Answer

Usually we arrange for transfers to and from the airport / railway station if the majority of a group is travelling in and out of an airport / railway station at the start and end of an event, however this will be specific to your event so please check the Cyclist Information Document or contact us.

Question 40

If we need to contact someone on the day, who should we contact?

Accepted Answer

There will be details on how to contact the Event Manager in your cyclist information document. Also, at registration you will be asked to scan the QR code on the sign in desk. This will take you to a page with event emergency contact details on. This is usually the event manager from pie, bike guides and medic. We recommend you screenshot this page in case of poor signal should you need it.

Question 41

Can my family/friends take part in the event?

Accepted Answer

Only those registered on the event can take part in the ride. If you have friends or family who wish to come and support you, they will need to arrange their own travel, accommodation, food etc.

Question 42

Can you help me with fundraising?

Accepted Answer

pie does not deal with any fundraising or handling of funds meant for charities. For support on fundraising please contact the charity directly.

Question 43

Can I amend my personal details once I have registered?

Accepted Answer

Yes, please . You should be able to login to the system and make the necessary changes yourself.

Cycle for MS: Conquer the Tour

pie Events

Cycle for MS: Conquer the Tour