When will the E-Bike rent be debited?
The debit for the monthly amount will be made in advance. The rent will be debited for the first time on the day of your registration. This day will become your monthly billing date.

Example: You register on June 3. On that day the rent will be debited for the first time. Your billing date will therefore always be the 3rd of every month.

Please make sure that you have sufficient funds in your account or available through your credit card on the billing date.

What are the payment options?
All you need is a valid credit or debit card. Your rent can be paid for by online card payment or by direct debit (SEPA direct debit). Please note that SEPA payments can take up to 5 business days to process. 

What happens if my rent cannot be debited?
Please make sure that you have sufficient funds in your account or available through your credit card on the billing date.

Should we be unable to debit rent from your designated payment method, we reserve the right to partner with an external agency to collect the outstanding amounts. This may lead to withdrawal of your E-Bike.

Further information can be found in our T&C.

Is there an option to buy my vehicle?
Absolutely! You can purchase the bike after the minimum contract period has expired. Let us know if you want to take over your ride so we can make you an individual offer. Contact us at support@cycle.eco.

What should I do if I am involved in an accident?
Irrespective of who is at fault, please always contact the local police and – in case your E-Bike is damaged – contact us thereafter.

Damages to your E-Bike are covered by our “Peace of Mind” package, as long as they are not the result of intentional damage or gross negligence. Find out more under the section “Peace of Mind”.

What should I do if my E-Bike has been stolen?
As soon as you discover your E-Bike has been stolen, you must immediately report the theft to the local police.

Once you have the official police theft report, send it to us or bring it to your CYCLE store (please note: a report confirmation is not a valid police report). You need to contact us with the police theft report within a maximum of 24 hours of discovering your E-Bike was stolen. The theft report must contain the following information: the place and date of the theft, the internal CYCLE number of the bicycle and whether the bicycle was locked at the time of the theft. Reports which do not include this information are invalid. 

Berlin only: Use online reporting tool “Internetwache Polizei Berlin“.

In addition, we will ask you to bring back the key of your E-Bike’s lock to our location to prove that your E-Bike was securely locked at the time of the theft. In case you have lost the keys, you will have to pay the compensation as stated in the T&C. If your E-Bike was securely locked, we will cover the costs of replacement in full or partially. Find out more under the section “Peace of Mind” package.

I lost my battery. What do I have to do?
Please reach out to our team for assistance. In any case, you will be charged compensation. More information can be found in our T&C.

I lost my key. What now?
Please reach out to our team to inquire about a replacement key or lock. In any case, you will be charged compensation for the lost key. More information can be found in our T&C.

My kids bike seat got stolen. What now?
Unfortunately this accessory is not covered by our “Peace of Mind” package.

Is there a minimum term in the contract?
Yes. The minimum term is 6 months.

I would like to cancel my subscription. What do I have to do?
In our App, you can always cancel your subscription for the next billing period until 24 hours prior to the next billing date.

Should you have registered for a subscription with a minimum rental duration, you will need to wait first until this period is over.

Return your E-Bike with charging cable or other rented accessories BEFORE your next billing date, during our opening hours. At the latest, your E-Bike needs to be returned to us on the day before your next billing date. Please note that we are not open on weekends.

In case of non-compliance, your rental will be automatically extended for another month.

Is there a cancellation period?
The cancellation may depend on your subscription, but is normally 24 hours before the end of your current billing period.

Where can I pick up the vehicle or return it?
After you have made an appointment, you can pick up or return the E-Bike at our location in your city.

When returning your E-Bike, it should be in the same condition as when you received it, and the battery should be fully charged.s