Find & rent bikes from the best independent bike shops in Europe using BICILET Bike Rental.

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Bike Rental Customers - FAQs 

Are you a bike shop owner with questions? Please click here!

For any questions that are not answered here, or to discuss something in more detail, please do not hesitate to get in touch with us. Email us!


Overview

What is BICILET Bike Rental and how does it work?

BICILET Bike Rental allows you to easily find and book bikes to hire. 

  1. Use the booking form on the home page to fill in the area you are going to, the dates you want a bike for, and the type of bike you want to hire. Or you can use the map to find shops where you are going.
  2. Choose from any of our partner shops - be sure to read the information provided by each shop. You can also ask the shop for more information on the bikes available when you make the request (this does not tie you to ordering from that shop).
  3. Fill in the booking form. This then submits a request to the shop, who have 48 hours to respond and confirm the request, or provide you with any further information required. They may also adjust the price to reflect longer or group booking discounts.
  4. Once this is confirmed, you pay BICILET Bike Rental the full amount offered by the bike shop for the rental. We will then pay the shop after the rental period has started, in case there are any issues.
  5. You arrange to pick up the bike with the shop.
  6. Happy riding!

Why should I use BICILET Bike Rental and not go direct to the shop?

There are a few reasons why you should use BICILET (and why shops prefer to use us): 

  • We make the search and comparison experience much more straightforward - no more hours spent searching / trying to undertstand what is available
  • We make the booking and payment process simple - no more organising via lengthy phone / email conversations
  • We give you a guarantee of the shop's quality. 
  • You pay exactly the same as you would if you went direct - we don't charge you anything.
  • We give you the reassurance of using a secure payment network, Stripe, and the comfort that if the rental is not as promised by the shop, you can get your money back.
  • We will help you find what you are looking for. Our team are all huge cycling enthusiasts, and love nothing more than helping other people enjoy cycling - and will work tirelessly to help you find the best bike hire available - so if one shop does not have what you are looking for, we will help you find another one that does!

Which regions does BICILET Bike Rental cover?

Our coverage is growing all the time as more suppliers join us. Just use the search engine or map to see where you can hire a bike! Have a destination you'd like us to cover? Let us know!

Does BICILET Bike Rental own the bikes / shops listed on the website?

No - we simply provide the platform to connect you with the shops. Our partner shops are responsible for the bikes / rental service provided.


Bookings

Is it possible to organise delivery?

Many of our partner shops do provide delivery services - just check their shop pages. The exact delivery will need to be organised with them (but can be added into the booking form, in the additional comments section). The contract for the rental is between yourself and the shop - BICILET Bike Rental do not currently provide a delivery service.

Are the prices the same as I would find them at the shop?

Yes - we guarantee that shops provide the same price as would be available if you went direct

Do I have to book online?

Yes - our booking platform is online only, and also enables our partner shops to have a clear booking request stream. We are always happy to chat to you though if you have more bespoke / complex requests. Get in touch and we can find a time to talk!

What do I do if I don't hear back from a bike shop?

It is very rare for a shop not to respond within the 48 hours that they have to reply, but if you don't hear from them, our team will work to help you find someone in our network that can provide you with what you need!

How do I view and send messages?

All messages will be sent to you via the website through our email notification system. They will also be stored centrally on the site. Go back to a previous email and click through to the website to see the full message history, and to send a message.

What do I do if I want to change a booking?

To change a booking, simply follow the link in your booking confirmation email. This may require you to liase / re-book with the shop, depending on the complexity of the change required. Get in touch if you want a hand - we'll be happy to help!

How do I cancel my booking?

To cancel your booking, simply find your booking confirmation email and follow the link to cancel your booking.

Can I get a refund?

Your eligibility for a refund depends on the length of time from the rental start that you cancel the booking. Please see our Terms & Conditions, which you agreed to at the time of booking.

How do I know I will get the bike I want? 

You will have agreed with the supplier the type of bike that you want. If they fail to deliver it then you should contact them and, if necessary, escalate to BICILET Bike Rental.

What should I do if the shops cancels the reservation?

Don't panic! You will not lose any money, and we will work with the rest of our partner network to provide you with the bikes you need for your trip!

Why can't I book to start hiring a bike in the next two days?

Whilst most shops are very quick to respond, we like to give them 48 hours to respond and confirm availability. As many shops also accept "walk-in" bike hires, bike availability is not always updated live, which is why we like shops to confirm a booking before promising you that a bike is available.

If you do need a bike in the next couple of days, please do email us here, and we will help you find something directly ourselves.


Payment

When will I be charged?

You’ll be asked for payment for the total cost of your bike hire when it's confirmed by the shop, which happens as soon as the bike shop you have booked with accepts and confirms your request. You have 7 days to pay for the rental, otherwise the offer becomes invalid.

Regardless of how far in advance your reservation is booked, we hold the payment for the shop until the day after the bike has been collected to make sure everything is as expected with your rental.

How do I pay? And what methods of payment does BICILET accept?

Part of the benefit of using BICILET Bike Rental is that you pay us directly using our secure payments solution (we have partnered with Stripe, a secure payment facility, that accepts credit / debit / paypal). We will not pay the shop until the day after the rental has started in case there are issues with your bike, so you can rest assured.

How do I know my payment is secure?

BICILET Bike Rental processes all payment through Stripe, a highly secure payment facility, and does not hold any financial data itself.  The supplier is paid through Stripe and will not hold your information either.

Do I have to pay BICILET anything to use the site?

No, you'll be paying exactly the same price as you would in the shop. We simply take a commission from the total rental price, and provide you with an easy method of advance booking.

Is it possible to pay in a different currency?

You have to pay in the partner shops currency (so GBP if the shop is in the UK, or EUR if the shop is in France, for instance). We do not charge any commission / fees on the transaction though.

What if a bike shops wants a deposit?

Similar to car rental firms, some shops may require a deposit while you are renting, which you may need to provide when collecting the bike. This should be done on collection of the bike. Provided you do not damage / lose the bike, you will get this money back! 

How much information can the shop see about me?

The shop will only ever know your name, and no contact information will be visible to them (although they may request this from you if delivering a bike, or when you collect the bike)


Collecting & Using The Bike

What should I do if something is not as expected with my bike?

If you notice that something is missing, not working, or otherwise not what you expected when you collect your bike you should communicate this to the shop right away. Your shop will be in the best position to help you—giving them the chance to fix an issue can be the fastest way to make sure you get what you need, and can continue on with your bike rental as planned. Failing that, please do contact BICILET Bike Rental immediately. 

Situations that may be eligible for a refund generally fall into one of these categories - although we treat each instance on a case-by-case instance:

  • The shop fails to provide the booked bicycles
  • The listing of the bike booked is misrepresentative (examples include type of bike (road vs MTB), or a significantly different standard of bike than explicitly described on the website (eg you explicitly booked and paid for a full suspension MTB, and were given a basic hard-tail).
  • The bike is broken or unsafe.

BICILET Bike Rental will either provide you with a refund or use reasonable efforts to find and book you another bike for the same time period. The amount of refund will depend on the nature of the issue suffered.

What happens if I have a puncture or mechanical failure? 

You should check with the supplier what equipment the bikes come with – most will provide a puncture repair kit.  If you cannot fix the problem yourself then contact the rental company, some will have teams able to come and collect you (this is always worth checking with them first!).

What happens if the bikes or equipment get damaged or stolen? 

Your contract is with the bike rental provider. When you hire through BICILET Bike Rental you take on whatever insurance agreement the supplier provides - you should check with them for excess and liability. Some shops will ask to take a deposit on collection of the bike. You should check that you have adequate travel insurance to cover 3rd party liability as well.

Any other questions? Please get in touch here!

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