Hiisi Bespoke Delivery Terms

Effective date: 2026-05-25

Plain English summary

Here is what this document covers, in plain terms. The binding legal text follows below.

Every Hiisi Bespoke is built to your own specification — your frame size, your components, your colour. Because we build each bike for one rider, the rules around payment, cancellation, and refund are different from an off-the-shelf purchase.

Payment. You pay a €199 reservation deposit (plus any applicable taxes) when you submit the priority access form. That €199 covers your design consultation in full, no matter how long it takes. After consultation, you approve your specification and pay Invoice 1 (50 % of the remaining balance); when your bike is ready to ship, you pay Invoice 2 (the other 50 %). Bank transfer is the lower-cost payment method. Card payments may carry a surcharge — the current percentage is listed in our published price list and shown at checkout before you confirm, never as a surprise.

Cancellation. You can cancel at any time up to the moment you approve your specification and pay Invoice 1 — your deposit is refunded in full. Once Invoice 1 is paid, production starts and the order becomes non-refundable by default, because EU rules for made-to-order goods exclude the standard consumer right of withdrawal. If either side has to cancel later (force majeure, a specification that turns out to be impossible, or a long delay), Section 3.4 explains how your refund is calculated: we retain documented costs already incurred, capped by the production stage, and we pay the rest within 30 days of an itemised statement. If you stop paying while production is under way, you forfeit what you have paid and Pole keeps the bike.

Warranty. Every Hiisi Bespoke comes with a separate 5-year Frame Warranty — see polebicycles.com/pages/bespoke-warranty.

Shipping. Within the EU, we bear the risk until you take delivery. Outside the EU, we ship DAP and you handle import duties. Every shipment is insured. If a bike is lost or badly damaged in transit, we work out the remedy with you directly — keep in mind that producing a replacement takes about the same time as the original.

Who these Terms are for. Consumers ordering a Hiisi Bespoke. For businesses, a separate B2B Sales Agreement applies instead.

Questions. care@polebicycles.com. Finnish law applies. Consumer disputes can be taken to the Finnish Consumer Disputes Board (kuluttajariita.fi).

1. Scope and definitions

These Hiisi Bespoke Delivery Terms ("Terms") apply to consumer orders for a Hiisi Bespoke bicycle placed through polebicycles.com. Hiisi Bespoke is a made-to-order bicycle manufactured to the individual customer's specification — frame geometry, component selection, and finish are all determined per order and are not interchangeable between customers.

These Terms do not apply to business-to-business (B2B) orders — including orders placed by retailers, race teams, rental operators, fleet buyers, or any other business purchasing for commercial purposes. B2B orders are governed by the separate Hiisi Bespoke B2B Sales Agreement (polebicycles.com/policies/hiisi-bespoke-b2b-sales-agreement), which replaces these Terms in their entirety for such orders. Where an order placed through the consumer ordering flow is identified as a B2B order before Invoice 1 is issued, Pole will route the Customer to the B2B Sales Agreement process and these Terms will not take effect for that order.

These Terms supplement the Pole Bicycles Terms of Service (available at polebicycles.com/policies/terms-of-service, as in effect on the date Invoice 1 is paid). In case of conflict between these Terms and the Terms of Service, these Terms prevail with respect to Hiisi Bespoke orders.

In these Terms:

"Pole" means Mahtisonni Oy (trading as Pole Bicycles), Business ID 3444291-5, Riihimäentie 11 A 1, 40520 Jyväskylä, Finland.
"Customer" means the person or legal entity placing a Hiisi Bespoke order.
"Reservation deposit" means the €199 per-bike deposit (plus any applicable taxes) paid at priority access form submission.
"Approved specification" means the final bicycle configuration confirmed by the Customer in the Pole dashboard at the end of the consultation phase.
"Invoice 1" and "Invoice 2" mean the two production invoices described in Section 2.

2. Pricing and payment schedule

2.1 Pricing structure

All prices on polebicycles.com are exclusive of VAT. VAT is added at checkout and on invoices according to the Customer's shipping country and applicable EU rules, including the intra-EU reverse charge mechanism for B2B transactions where applicable. Pole is registered for VAT in Finland under VAT number FI34442915.

2.2 Payment schedule

Every Hiisi Bespoke order consists of three payments per bike:

Reservation deposit: €199 per bike (plus any applicable taxes), paid online at the time of priority access form submission. The deposit reserves a production slot and covers the design consultation in full, regardless of the actual time spent in consultation. The consultation is charged once by way of the deposit; additional consultation or re-specification time after the initial Approved specification is not separately chargeable to the Customer.
Invoice 1: 50 % of the remaining balance of the Approved specification. Issued the first business day following completion of the consultation phase.
Invoice 2: 50 % of the remaining balance. Issued when all bikes in the order are ready to ship.

Worked example — €15,000 Approved specification (excl. VAT).

Reservation deposit: €199 (plus any applicable taxes; paid online at priority access form submission).
Invoice 1: €7,400.50 = 50 % of the remaining €14,801 (due 7 days after consultation approval).
Invoice 2: €7,400.50 = the other 50 % of the remaining €14,801 (due 7 days after Pole notifies the bike is ready to ship).
Total price excl. VAT: €15,000.

VAT applicable to the Customer's delivery country is added to each invoice according to the rules set out in Section 2.1. Shipping costs (Section 6.3) are quoted and invoiced with Invoice 2.

2.3 Payment terms

Invoice 1 and Invoice 2 are payable within 7 days of the invoice date. For the avoidance of doubt, the payment term begins on the first business day following the end of the consultation. A payment reminder is sent on day 5. If full payment has not been received by day 8, Pole reserves the right to release the production slot to the next customer on the waiting list and cancel the order in accordance with Section 3.3.

The 7-day payment term reflects the fact that each Hiisi Bespoke production slot is a scarce resource reserved for the Customer from Invoice 1 issuance until payment is received. Delayed payment holds up not only the Customer's own production but the waiting list behind them.

For international SWIFT transfers, a copy of the payment confirmation sent to care@polebicycles.com within the 7-day term is accepted as evidence of timely payment, with final reconciliation upon receipt of funds.

2.4 Accepted payment methods

Pole accepts payment by bank transfer (SEPA, SWIFT) and by credit/debit card through the Shopify checkout. For bank transfers, the Customer bears any fees charged by their own bank or correspondent banks.

Credit and debit card payments are accepted subject to a card-payment surcharge equal to a percentage of the invoice amount. The current surcharge percentage is listed in Pole's published price list and is displayed at checkout before the Customer confirms payment, so the total cost of card payment is transparent in advance and never a surprise at the end of the transaction.

No card-payment surcharge is applied to consumer debit or credit cards issued within the European Economic Area, as required by Article 62(4) of Payment Services Directive (EU) 2015/2366 read together with the Interchange Fee Regulation (EU) 2015/751. The surcharge applies to card payments outside the scope of those rules — including commercial and corporate cards, cards issued outside the EEA, and higher-cost card schemes — and reflects the acquiring cost actually charged to Pole for those transactions.

Bank transfer carries no card-payment surcharge and is the lower-cost payment method where a surcharge would otherwise apply.

3. Cancellation and refund

3.1 Refund window — before Invoice 1 payment

The reservation deposit is fully refundable up until the moment the Customer approves the Approved specification and pays Invoice 1. During this period, the Customer may cancel the order at any time, for any reason, by written notice to care@polebicycles.com. The deposit will be refunded in full to the original payment method within 14 days of the cancellation notice.

This refund window explicitly covers the possibility that the Customer does not wish to proceed after the consultation: if the Customer does not approve the specification and does not pay Invoice 1, the order is treated as cancelled by the Customer and the deposit is refunded.

3.2 After Invoice 1 payment — non-refundable

Once the Customer has approved the Approved specification AND paid Invoice 1, the order enters production and all paid amounts (reservation deposit and Invoice 1) become non-refundable, save where these Terms or applicable law expressly provide otherwise. In particular, where the Customer decides not to proceed for reasons of their own after Invoice 1 has been paid — for example a change of mind or circumstances, or a decision to buy elsewhere — the reservation deposit and Invoice 1 (the 50 % production payment) are not refunded. From this point Pole has reserved a scarce production slot and committed bespoke, non-recoverable costs to the order, which the Invoice 1 payment is intended to cover.

Each Hiisi Bespoke bicycle is manufactured to an individual Customer's specification following a dedicated consultation. Specification variables include frame size, colour, component configuration, and build details selected from a broad catalogue — with approximately 50 frame variations alone, combined with a wide range of component options. Pole does not hold Hiisi Bespoke frames or configured bicycles in stock. Each order triggers procurement of components and machining of the frame for that specific Customer, which cannot be re-allocated to another customer. The Approved Specification / Build Sheet confirmed by the Customer is documented and retained for each order as evidence of the personalised nature of the contract (see Section 10 for the documentation and retention process).

The EU consumer right of withdrawal under Directive 2011/83/EU does not apply to Hiisi Bespoke orders pursuant to Article 16(c) of the Directive, which excludes "the supply of goods made to the consumer's specifications or clearly personalised".

Invoice 2 is payable in full once issued and is equally non-refundable.

3.3 Pole's right to cancel

Pole may cancel a Hiisi Bespoke order in the following situations:

The Customer fails to pay Invoice 1 or Invoice 2 within the payment term set out in Section 2.3 and does not cure the non-payment within a further 7 days after written reminder.
The Customer's requested specification is technically impossible to manufacture, unsafe, or outside the published Hiisi Bespoke platform envelope, and no acceptable alternative can be agreed during the consultation.
The Customer provides false or incomplete rider information (e.g. height, weight, intended use) that materially affects the bike's fit or safe operation, and refuses to correct it.
Force majeure events as described in Section 7 prevent Pole from fulfilling the order within a reasonable adjusted timeline.

Where Pole cancels under sub-paragraph 2 before Invoice 1 is paid, the reservation deposit is refunded in full. Where Pole cancels under sub-paragraphs 2–4 after Invoice 1 has been paid, Pole refunds all amounts paid minus documented costs already incurred, calculated in accordance with Section 3.4. Where Pole cancels under sub-paragraph 1, no refund is due.

3.4 Staged cost structure

This Section 3.4 sets out how "documented costs already incurred" are calculated wherever these Terms provide that amounts are refunded to the Customer minus documented costs already incurred. It applies in the following cases:

Pole cancels an order under Section 3.3 sub-paragraphs 2–4 after Invoice 1 has been paid;
the Customer cancels under Section 4 after a delivery delay exceeding the communicated estimate by more than 20 weeks;
either party cancels under Section 7 (force majeure) after Invoice 1 has been paid.

It does not apply to cancellations by the Customer under Section 3.1 (before Invoice 1), and it does not apply where Pole cancels under Section 3.3 sub-paragraph 1 (non-payment by Customer), in which case no refund is due irrespective of stage.

How the refund is calculated. The amount Pole retains ("Retained amount") is the lower of:

the stage-based cap in the table below, applied to total order value (the sum of the reservation deposit, Invoice 1, and Invoice 2), or
documented costs already incurred at the cancellation date (as defined below).

The refund equals amounts paid by the Customer minus the Retained amount. If documented costs exceed amounts paid, Pole absorbs the difference — the refund cannot be negative, and no further charge is made to the Customer.

Stage-based cap on retained cost:

Stage	Production state at cancellation	Cap
A	Invoice 1 paid; no components ordered, no frame machining started	15 % of order value
B	Components ordered from suppliers; frame machining not started	45 % of order value
C	Frame machining in progress	65 % of order value
D	Frame bonded and finished; assembly not started	80 % of order value
E	Assembly and component build in progress	90 % of order value
F	Bike complete, awaiting shipment; Invoice 2 issued	100 % of order value

The stage caps are ceilings, not floors. If documented costs at Stage D are €8,000 on a €15,000 order, Pole retains €8,000 (documented cost) rather than €12,000 (80 % cap).

"Documented costs already incurred" means, at the cancellation date:

Consultation and design engineering: a flat fee of €199 equal to the reservation deposit, regardless of the actual hours spent. The consultation is charged once; additional consultation or re-specification time after the initial Approved specification is not separately chargeable to the Customer.
Components and materials procured specifically for the Customer's Approved specification, at actual procurement cost plus any supplier restocking or cancellation fees, less any credit actually obtained by Pole from the original supplier or from genuine re-allocation to another pending order. Pole is not a reseller of OEM or aftermarket bicycle components and has no obligation to seek secondary buyers for non-returnable components or to hold them as resale inventory.
Subcontractor services committed or performed for the order, including outsourced CNC machining, surface finishing (e-coating), custom wheel building, and similar specialised third-party work — at actual invoiced cost plus any subcontractor cancellation or completion fees.
Frame machining, bonding, finishing, and assembly labour performed by Pole personnel and logged against the order, at Pole's labour rate of €130/hour (excl. VAT).
Logistics costs already committed for this specific order (e.g. inbound freight on components, custom packaging).

A partly-completed Hiisi Bespoke bicycle has no secondary market value to Pole. A Frame machined to the Customer's specific geometry and configuration cannot be re-machined for another Customer; components fitted to the Customer's build cannot be resold as new; surface finishes applied to the Customer's Frame cannot be reversed; and subcontractor work performed on the Customer's Frame is non-refundable to Pole regardless of the outcome of the order.

Pole is equally not a reseller of OEM or aftermarket bicycle components. Components procured specifically for the Customer's Approved specification are not held by Pole as resale inventory. Where a component cannot be returned to the original supplier for credit, Pole has no established secondary sales channel, no realisation process, and no reliable market value for the component; the storage and ad-hoc disposal of stranded components would itself consume resources that add to the cost of the cancelled order.

Accordingly, the staged cost structure is designed so that the costs Pole, its suppliers, and its subcontractors incur in procuring components and producing the unique physical product remain compensable even where cancellation leaves Pole in possession of the work-in-progress or of stranded components.

No obligation to credit subsequent resale proceeds. The staged cost structure is not reduced by any proceeds Pole may later realise from the sale or disposal of a cancelled-order bicycle, work-in-progress, or stranded components. Each Hiisi Bespoke is manufactured to an individual Customer's Approved specification — frame geometry, component selection, colour, and finish — and does not represent a marketable product as-is: a prospective buyer seeking a Hiisi Bespoke goes through Pole's consultation process and receives their own Approved specification at the same price, rather than purchasing another Customer's specification at full retail. Pole does not operate a secondary market for the Approved specifications of other Customers and has no obligation to market, discount, or account to a cancelling Customer for any resale value subsequently realised from a cancelled-order bicycle or its components. For the avoidance of doubt, where the Customer has defaulted on payment and Pole cancels under Section 3.3 sub-paragraph 1, no refund is due regardless of what Pole may later do with the bicycle.

Pole's labour rate of €130/hour (excl. VAT) is a commercial rate that reflects:

(a) direct wages and statutory social contributions for production and engineering staff;

(b) a proportional allocation of fixed production overhead, including factory premises, CNC machine depreciation and maintenance, production software, tooling, and insurance;

(d) a reasonable commercial margin required to sustain Pole's capacity to manufacture bespoke bicycles, including compensation for the capital and business risk inherent in small-series CNC manufacturing.

The rate is consistent with Finnish market rates for specialised CNC machining (typically €100–€150/hour excl. VAT) and senior engineering consulting (typically €80–€200/hour excl. VAT). The labour rate is reviewed annually and the rate in effect on the date Invoice 1 is paid applies to that order for its full lifecycle.

Process. Within 14 days of cancellation, Pole provides the Customer with a written itemised cost statement setting out the Retained amount by category. On request, Pole provides supporting documentation — supplier invoices, subcontractor invoices, and hours logs — subject to redaction of third-party confidential pricing. The refund is paid to the Customer's original payment method within 30 days of the itemised statement.

Worked examples. The following scenarios illustrate how Section 3.4 applies on a €15,000 (excl. VAT) Approved specification where the Customer has paid the €199 reservation deposit and the €7,400.50 Invoice 1 before the cancellation event — total paid €7,599.50. Figures are illustrative only and do not bind either party for a specific future order.

Example A — Stage B, Pole cancels under Section 3.3(2). A component in the Approved specification becomes unavailable from the supplier and no acceptable alternative can be agreed. Documented costs at the cancellation date: €199 consultation + €3,800 non-returnable components and materials + €600 subcontractor deposit = €4,599. Stage B cap = 45 % × €15,000 = €6,750. Retained amount = the lower of cap (€6,750) or documented cost (€4,599) = €4,599. Refund = €7,599.50 − €4,599 = €3,000.50.

Example B — Stage D, force-majeure cancellation under Section 7. A force-majeure event continues past the 6-month threshold and the Customer elects to cancel. The Frame is bonded and finished; assembly has not yet started. Documented costs: €199 consultation + €4,900 components + €1,200 subcontractor finishing + 40 hours Pole production labour at €130 = €5,200 + €150 committed logistics = €11,649. Stage D cap = 80 % × €15,000 = €12,000. Documented cost (€11,649) is below the cap but exceeds amounts paid (€7,599.50). Retained amount is capped at amounts paid. Refund = €0. Pole absorbs the €4,049.50 difference.

Example C — Stage E, Customer cancels under Section 4 after a 20-week delay. Assembly is in progress. Because the delay is attributable to Pole, the Section 4 carve-out applies: Pole's own production labour (the 70 hours that would otherwise be charged) and the consultation fee are excluded, and only genuinely committed third-party costs may be retained. Retainable costs: €5,500 non-returnable components + €1,800 subcontractor services + €150 committed logistics = €7,450. Stage E cap = 90 % × €15,000 = €13,500. Retained amount = the lower of the cap (€13,500) or the retainable third-party cost (€7,450) = €7,450, further capped at amounts paid (€7,599.50). Refund = €7,599.50 − €7,450 = €149.50. Pole absorbs its own excluded labour, and the Customer may instead elect to take delivery of the components and work covered by the retained amount.

In Examples A and B, the €7,400.50 Invoice 1 has been committed against concrete production activity from Stage B onwards, so once Invoice 1 has been paid and procurement or production has begun, the Customer's practical expectation should be that the Invoice 1 amount will not be refunded on a late-stage cancellation. Example C is the exception: where a late delivery is Pole's own responsibility, the Section 4 carve-out excludes Pole's labour from the retained amount, so the Customer recovers more.

Disputes. If the Customer disputes the itemised cost statement, Section 8 (Governing law and disputes) applies; consumer customers retain their right to bring the matter before the Finnish Consumer Disputes Board.

4. Delivery timeline

The estimated production and delivery timeline is confirmed per order at the end of the consultation phase, based on the Approved specification and current component lead times. Some components (e.g. specialty suspension, custom wheels) may have lead times of up to 6 months, which is factored into the estimate communicated to the Customer.

Timeline variables include:

Component availability from third-party suppliers (fork, shock, drivetrain, wheels).
Factory production load at the time of the order.
The complexity and uniqueness of the Approved specification.
Quality inspection outcomes (if a component fails QC, it is replaced and the schedule adjusts).

The Customer is informed of the current production stage via the /pages/my-hiisi dashboard and by email at the following key milestones: frame machining complete, frame bonded and finished, components assembled, quality inspection complete, shipped. If at any point Pole becomes aware of a delay exceeding two weeks beyond the communicated estimate, Pole will notify the Customer in writing without undue delay and propose an adjusted delivery date.

A delay beyond the communicated estimate does not give the Customer a right to cancel the order or reclaim paid amounts unless the actual delivery date exceeds the original estimate by more than 20 weeks. In that case, the Customer may cancel by written notice and receive a refund of paid amounts minus documented costs already incurred, calculated in accordance with Section 3.4. However, because such a delay is attributable to Pole, the Retained amount in this case excludes Pole's own production labour and overhead (cost category 4 in Section 3.4): only genuinely committed third-party costs — non-returnable components and materials, subcontractor fees, and committed logistics — may be retained, and the Customer may elect to take delivery of any components or work so retained. Nothing in this Section limits the Customer's mandatory rights where delivery is delayed, including the right to set a reasonable additional period for delivery and to cancel if it is not met.

5. Warranty

5.1 Separate Hiisi Bespoke Warranty

Every Hiisi Bespoke bicycle is covered by the separate Hiisi Bespoke Warranty, available at polebicycles.com/pages/bespoke-warranty. That document is the authoritative source on warranty matters and sets out in full:

Pole's 5-year Frame Warranty for the first registered owner, worldwide;
The statutory EU consumer protections — product liability and expected-lifespan defect liability — and Pole's contract-based extension of equivalent protections to Customers outside the EU;
Scope of cover (manufacturing defects in the Pole-manufactured Frame), third-party component warranties, and Category 5 (CAT5) intended use;
Exclusions (fatigue, wear, crash damage, modifications, commercial use, etc.);
Burden of proof, remedies, and replacement-Frame terms;
The Crash Replacement Programme.

The Hiisi Bespoke Warranty is incorporated into these Terms by reference. In case of conflict between these Terms and the Hiisi Bespoke Warranty in relation to warranty coverage or the claims process, the Hiisi Bespoke Warranty prevails.

For B2B orders, warranty terms are set out in Section 8 of the separate Hiisi Bespoke B2B Sales Agreement in place of the Hiisi Bespoke Warranty, and this Section 5 does not apply.

5.2 Warranty-return shipping

Where Pole authorises a warranty return for inspection or repair under the claims process set out in the Hiisi Bespoke Warranty:

Within the EU: inbound shipping of the Frame to Pole is arranged and paid by Pole for valid claims; return shipping after repair is paid by Pole.
Outside the EU: where Pole confirms the claim as a manufacturing defect, Pole reimburses the documented inbound shipping cost of the Frame to Pole's facility up to a cap of €350 per claim, provided the shipping method and cost are agreed with Pole in advance; any excess, and the full inbound cost of claims not confirmed as a manufacturing defect, is borne by the Customer. Return shipping after repair is paid by Pole.

The Customer must not ship the Frame or bicycle back to Pole without prior written authorisation. Unauthorised returns may be refused.

6. Shipping and delivery

6.1 Risk of loss

For consumer orders within the European Union, risk of loss and damage passes to the Customer at the moment the Customer (or a third party nominated by the Customer, other than the carrier) takes physical possession of the bicycle. This is mandatory under Article 20 of EU Directive 2011/83/EU.

For consumer orders outside the European Union, the default delivery term is DAP (Delivered at Place, Incoterms 2020). Under DAP, Pole delivers the bicycle to the agreed address and bears the risk and cost of carriage up to that point; the Customer is responsible for import duties, VAT/GST, and customs clearance at the destination. Alternative Incoterms (e.g. EXW, DDP) may be agreed in writing before Invoice 2 is issued.

Loss or damage in transit. Every Hiisi Bespoke shipment is covered by comprehensive carrier insurance arranged by Pole. If the bicycle is lost or badly damaged during carriage and risk sits with Pole under this Section, Pole will work with the Customer to agree the remedy. Because each Hiisi Bespoke is manufactured to the Customer's individual Approved specification and is not held in stock by Pole or by any distributor, producing a replacement bicycle takes approximately the same time as the original production. The specific remedy — a re-produced replacement Hiisi Bespoke, a refund of all amounts paid, or another solution agreed in writing — is determined case by case in light of the recovered condition of the shipment (if any), the available insurance recovery, the Customer's preferences, and the expected lead time for replacement. Pole will propose options to the Customer in writing without undue delay once the loss or damage is confirmed.

6.2 Shipping of multi-bike orders

For orders containing more than one Hiisi Bespoke bicycle, Pole reserves the right, at its sole discretion, to ship the bikes together in a single consolidated shipment or separately as each bike completes production. The shipping method for each bike is chosen by Pole based on production timing, packaging efficiency, and carrier logistics. Pole will notify the Customer at least 3 business days before each shipment of the expected delivery date and tracking number.

6.3 Shipping costs

Shipping costs are quoted at the time of Invoice 2 based on the delivery address and final package dimensions. For destinations within the EU, Pole offers standard shipping with a named bicycle-specialist carrier. For destinations outside the EU, Pole quotes actual carrier cost with no markup.

Indicative shipping costs: within the EU approximately €150–€300 per bicycle depending on destination; to the United States approximately €350 per bicycle. Shipments involving dangerous goods (e.g. integrated battery for e-MTB configurations) incur an additional handling fee of approximately €100 per shipment on top of the carrier rate. Final shipping cost is quoted at Invoice 2 based on the actual destination, package dimensions, and applicable dangerous goods classification.

6.4 Delivery address and access

The Customer is responsible for providing an accurate delivery address and for being available to accept delivery. If delivery is refused or cannot be completed due to the Customer's unavailability or inaccurate address details, re-delivery costs are charged at the actual cost invoiced by the carrier, typically €50–€150 depending on country and carrier. Pole provides the carrier invoice on request.

6.5 Acceptance and inspection

The Customer should inspect the package on delivery and note any visible damage on the carrier's delivery receipt before signing. Damage discovered after unpacking should be reported to care@polebicycles.com without undue delay and in any case within the complaint window provided by applicable consumer law, with photos and a description. For Finnish consumers, that window is set by the Finnish Consumer Protection Act (Kuluttajansuojalaki 38/1978), Chapter 5 (the consumer's duty to give notice of a defect). Such reports are handled under the warranty process in Section 5.

7. Force majeure

Pole is not liable for any delay in, or failure to perform, its obligations under these Terms caused by events beyond its reasonable control, including but not limited to: natural disasters, fire, flood, earthquake, severe weather; acts of war, terrorism, civil unrest; strikes, labour disputes, supplier insolvency; epidemic, pandemic, or governmental public-health measures; power or internet outages affecting the factory; import/export restrictions, customs delays, or changes in applicable law; and any failure of critical third-party suppliers (including component manufacturers) from which Pole cannot reasonably source replacements.

In the event of a force majeure event, Pole will:

Inform the Customer in writing without undue delay, including an estimate of the impact on the delivery schedule.
Propose an adjusted timeline once the extent of the disruption is known.
Continue to perform its obligations as soon as reasonably possible after the event ends.

If the force majeure event continues for more than 6 months from the date of Invoice 1 payment, either party may cancel the affected order by written notice. In that case, Pole refunds all amounts paid minus documented costs already incurred, calculated in accordance with Section 3.4.

8. Governing law and disputes

These Terms are governed by the laws of Finland, excluding its conflict-of-laws rules and excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG).

The parties shall first attempt to resolve any dispute arising out of or in connection with a Hiisi Bespoke order through amicable negotiation by contacting care@polebicycles.com.

If amicable resolution is not reached within 30 days, the dispute shall be settled by the District Court of Jyväskylä (Keski-Suomen käräjäoikeus), Finland, as the court of first instance.

This choice of court does not override a consumer's mandatory rights as to where proceedings may be brought. A consumer may always bring proceedings in the courts of their country of domicile, and may be sued by Pole only in the courts of the consumer's country of domicile, where mandatory law so provides (in the EU, Regulation (EU) No 1215/2012, Articles 17–19). The Jyväskylä District Court therefore applies in particular where the Customer is not a consumer, and where a consumer chooses that court.

Consumer customers also retain the right to submit disputes to the Finnish Consumer Disputes Board (Kuluttajariitalautakunta, kuluttajariita.fi), or to a competent dispute-resolution body in their own country, before or instead of bringing proceedings in court.

Nothing in this Section limits a consumer's mandatory rights under applicable national law.

9. Intellectual property and documentation

Pole retains all intellectual property rights in the Hiisi design, geometry, brand, and visual identity. Transfer of physical ownership of a bicycle to the Customer does not transfer any intellectual property rights.

Pole has the right to photograph, film, and otherwise document each Hiisi Bespoke bicycle during and after production, and to use such material in Pole's marketing, editorial content, archive, and brand communications across all media, without additional compensation or consent from the Customer.

Pole will not identify the Customer personally (by name, image, or other identifying information) in such materials without separate written consent. Any Customer-facing story, interview, or portrait content is handled through a separate opt-in consent process.

The Customer is free to photograph, share, and publish images of their own Hiisi Bespoke bicycle on personal and social media channels.

10. Personal data and consultation records

10.1 Data collected during consultation

During the consultation, Pole collects personal data including rider measurements, riding style, and intended use. Pole processes this data to perform the contract (GDPR Article 6(1)(b)) and, for retention beyond delivery, on the basis of its legitimate interest in establishing, exercising, or defending legal claims (Article 6(1)(f)).

Where relevant to fit or safety, the Customer may be asked about injury history. Such health-related data is special-category data under GDPR Article 9. Pole processes it with the Customer's explicit consent (Article 9(2)(a)); where it is retained to defend against a potential claim relating to fit, safety, or a defect, Pole also relies on Article 9(2)(f) (establishment, exercise, or defence of legal claims), so that the necessary record remains available even if consent is later withdrawn.

10.2 Consultation recording

The authoritative record of each order is the Approved Specification / Build Sheet, which the Customer confirms in the Pole dashboard at the end of the consultation. This written record — not any recording — is the primary evidence of the Approved specification and of the personalised, made-to-order nature of the order under Section 3.2, and is what Pole relies on for the right-of-withdrawal exclusion.

Pole does not record consultations by default. With the Customer's explicit prior consent, a consultation may be audio- or video-recorded purely as an optional convenience (for example, so that the Customer and Pole can revisit what was discussed). Recording is never a condition of placing an order, and declining has no effect on pricing, lead time, or the treatment of the order. Any recording is stored on encrypted, access-controlled systems, is accessible only to authorised Pole personnel, and is deleted once the Approved Specification is confirmed and the order delivered, unless it is needed for a specific live warranty or dispute matter.

10.3 Retention periods

Retention periods reflect how long Pole may need the data to fulfil the order and to establish, exercise, or defend legal claims:

Order, Approved Specification / Build Sheet, and rider information relevant to fit and safety: retained for 10 years after delivery. This covers the 5-year Frame Warranty, the up-to-10-year product-liability period (Tuotevastuulaki 694/1990), and the defence of defect claims over the product's expected lifespan under the Consumer Protection Act.
Any optional consultation recording (where the Customer consented): deleted once the Approved Specification is confirmed and the order delivered, unless required for a specific live warranty or dispute matter (see Section 10.2).
Special-category data (e.g. injury history): retained only as long as necessary for the purpose for which it was given and, where a claim is reasonably foreseeable, for the defence of legal claims; otherwise deleted promptly after the Approved Specification is finalised.
Invoicing and accounting data: retained for 6 years as required by the Finnish Accounting Act (Kirjanpitolaki 1336/1997).

After the applicable period the data is deleted or anonymised.

10.4 Further information

Personal data processing is described in full in Pole's Privacy Policy at polebicycles.com/policies/privacy-policy. The Customer's rights under the GDPR — access, rectification, erasure, restriction, portability, and objection — are exercised by contacting care@polebicycles.com.

11. Changes to these Terms

Pole may update these Terms from time to time. The version in effect at the moment the Customer approves the Approved specification and pays Invoice 1 applies to that order for its full lifecycle, regardless of later updates. Updates are published at polebicycles.com/pages/bespoke-delivery-terms with a visible version date.

12. Contact

Mahtisonni Oy / Pole Bicycles Riihimäentie 11 A 1, 40520 Jyväskylä, Finland Business ID: 3444291-5 · VAT: FI34442915 · EORI: FI3444291-5 Email: care@polebicycles.com