This Refund and Cancellation Policy forms an integral part of the Mela Bike Terms and Conditions (“Terms”).

It applies exclusively to cancellations, refunds, credits, and payment reversals.

All matters relating to rider responsibility, equipment use, force majeure, mechanical issues, assistance, and liability are governed by the Terms. Where the Terms defer to this policy, the provisions below apply.

1. General Principles

Refunds and credits are assessed based on service availability and actual use, not on subjective satisfaction or post-ride preferences.

Acceptance of the bicycle at handover, as defined in the Terms, marks the start of the rental. Once the rental has commenced, refunds are limited to the specific circumstances described below.

Issues affecting refund eligibility must be communicated to Mela Bike as soon as they arise.

Issues raised only after the rental has ended will not be considered grounds for refunds or credits.

2. Cancellations Before Rental Start

Cancellations requested at least 24 hours before the agreed handover time are eligible for a refund of the rental amount paid, excluding non-refundable payment processing or transaction fees.

For group bookings of four (4) bicycles or more, cancellations requested less than 48 hours before the agreed handover time are not eligible for refunds, as bicycles are allocated, reserved, and removed from availability in advance.

Cancellations requested less than the applicable notice period, failure to attend the handover, late arrival that prevents timely handover, or same-day cancellations are not eligible for refunds. This applies to both individual and group bookings.

Once bicycles have been allocated, prepared, delivered, or blocked for a booking, the rental is considered operationally committed.

3. Cancellations After Rental Start

Once the rental has commenced, no refunds are issued for early returns, changes of plan, route choice, fatigue, weather discomfort, or dissatisfaction with performance, comfort, or riding conditions.

Abandoning a ride after handover does not entitle the Renter to a refund unless a qualifying event under Section 4 applies.

4. Mechanical Issues and Service Interruption

Mechanical issues are handled in accordance with the Terms.

Where a mechanical failure not caused by misuse prevents normal use of a bicycle and cannot be resolved through guidance or assistance, Mela Bike may, at its discretion and subject to availability, provide a replacement bicycle.

If no replacement bicycle is available and the affected bicycle cannot be used, a refund may be issued for the unused portion of that specific bicycle’s rental period only.

The provision of a replacement bicycle is the primary remedy. Waiting time, logistical inconvenience, or partial disruption do not, by themselves, entitle the Renter to a refund.

Issues classified as normal operation, rider error, or system protection behaviour under the Terms do not qualify for refunds.

5. Availability Shortfalls

Bookings are confirmed subject to equipment availability, as set out in the Terms.

If Mela Bike is unable to provide all bicycles included in a booking at the agreed handover time, the following applies:

  • Where 50% or more of the bicycles included in a booking cannot be provided, the booking is considered non-viable. In such cases, the Renter may cancel the booking and receive a full refund, provided that none of the remaining bicycles are taken into use.
  • Where the Renter elects to proceed with the use of any available bicycles, the booking is treated as partially fulfilled. In such cases, refunds are limited strictly to the bicycles that could not be provided.
  • Where less than 50% of the bicycles included in a booking cannot be provided, the booking is considered partially fulfilled. Refunds are limited to the bicycles that could not be provided, regardless of whether the Renter chooses to proceed.

Once any bicycle included in the booking has been taken into use, the rental is deemed to have commenced and the booking cannot subsequently be treated as non-viable.

6. Group Bookings and Partial Impact

After the rental has commenced, refunds are assessed per bicycle, not per group booking.

If only part of a group is affected by a qualifying issue, any refund applies only to the bicycle or bicycles that could not be used.

The inability or decision of one or more Riders not to ride does not affect refund eligibility for other bicycles in the booking.

7. Force Majeure and External Disruption

Force Majeure Events are defined in the Terms.

Where a Force Majeure Event makes it impossible for Mela Bike to provide the rental at all, a refund may be issued for the affected bicycles.

Where service is partially possible, delayed, or modified due to Force Majeure Events, refunds are not guaranteed and are assessed based on actual service provided, as permitted under the Terms.

Weather conditions that are uncomfortable, inconvenient, or subjectively discouraging do not constitute Force Majeure. Only conditions that make riding unsafe or service provision impossible are considered.

Rescheduling or credits may be offered at Mela Bike’s discretion but are not an entitlement.

8. Non-Refundable Items and Situations

Refunds will not be issued for:

  • early returns or changes of mind
  • normal bicycle behaviour or rider inexperience
  • dropped chains, flat tires, or wear consistent with normal use
  • electrical protection shut-downs consistent with system design
  • cosmetic complaints such as dust, grease, or minor scuffs
  • issues not reported during the rental
  • route choice, guidance availability, connectivity issues, or navigation difficulties
  • requests falling outside the agreed scope of service

9. Refund Processing

Approved refunds are processed within approximately 7 business days. Depending on payment providers and banking systems, it may take up to 10–15 business days for funds to appear.

Refunds may be processed through a different payment method than the original transaction where required by technical or platform constraints.

10. Conduct and Eligibility

In cases of abusive, aggressive, or unsafe behaviour toward staff or other customers, Mela Bike reserves the right to terminate the rental immediately without refund.

The person making the booking remains responsible for ensuring that all Riders are aware of and comply with the Terms and this Policy.