Good news — failed or short rides with issues are now refunded automatically.
If your bike didn't unlock / start, or you started a ride and ended it quickly due to a mechanical issue, the system will automatically refund the ride cost to you — no need to contact support.
Automatic refunds happen when:
The ride lasted less than 4 minutes, and
The bike traveled less than 100 meters
You’ll receive an in-app notification confirming the refund (please make sure notifications are enabled). However, please note that during the refund processing time, your wallet balance may temporarily drop below the required minimum. Once the refund completes, your balance will be reinstated.
If your ride was longer than this, or the bike did travel, and you still believe you were charged incorrectly, please contact us and we’ll be happy to investigate. In addition, if your bike rental request was denied due to insufficient funds in your account, no payment will be charged, but you need to ensure your wallet balance meets the minimum required amount for future rentals.
