What to do if your bike is faulty
Your options for resolving a mechanical issue depend on whether you have already started your ride.
đ Option 1: You have NOT unlocked the bike yet
If you notice a fault (like a flat tire) before your ride begins:
Switch Immediately: Tap "Switch to another bike" in the app. Select a different bike at your current location and tap "Switch" next to its ID.
Cancel for a Refund: If no other bikes are available, tap the three dots on the bike card and select "Cancel Rental." You will be automatically refunded (usually within 5-10 business days).
đ˛ Option 2: You have ALREADY unlocked the bike
If the fault occurs mid-ride, you should take the bike to a drop-off hub to swap it. If you cannot reach a hub, park the bike safely where it is and end the rental in the app.
Initiate Switch: Tap the three-dot menu on the bike card and select "Switch to another bike." 2. Select Reason: Choose the reason for the switch (this helps our mechanics find the fault).
Choose a Hub: The app will show the nearest locations with available bikes. Select "Switch at this location."
Exchange: Once you arrive at the hub, tap "Lock and switch." Lock the faulty bike, then select your new bike from the list. Pro-Tip: Always give the "new" bike a quick 5-second check (brakes, tires, and chain) before you finalize the switch to ensure your next ride is smooth!
Alternative if not at a hub: If you cannot reach a hub, park the bike safely where it is and end the rental in the app. Ensure the bike is locked securely to avoid additional charges and reach out to support to let them know about the issue, just dropping an message is fine, please include the location of the bike.
