At Mela Bike, we take pride in providing a no-nonsense rental experience. That said, cycling — like any outdoor activity — comes with a few moving parts. This policy outlines how we handle cancellations, refunds, and mechanical issues, with fairness as the guiding principle.

Communication First

We believe in direct communication and fairness. Customers who experience an issue are expected to bring it to our attention during or immediately after the rental. Most problems can be resolved quickly when addressed in the moment.

Complaints raised only after the fact, without giving us the chance to respond, may affect our willingness to issue future goodwill gestures or credits.

Before You Ride

At the time of handover, all customers are given a brief explanation of bike operation and are invited to inspect the bike and ask questions. This is the moment to raise any concerns. Minor issues can often be adjusted on the spot, and if necessary, bikes can be swapped.

Accepting the bike and beginning the rental implies full acceptance of its condition at that time. Later complaints about issues that were not raised at handover will not be accepted as grounds for a refund.

Mechanical Issues During Rental

Mechanical hiccups can occur during use. Here's how we handle them:

  • Dropped chains, minor shifting quirks, or other small issues do not qualify for refunds. These are part of normal bicycle operation and can typically be resolved in seconds.
  • If a major mechanical issue arises and the bike cannot be used, we will do our best to provide a replacement promptly.
  • The inconvenience of waiting for a replacement does not entitle the rider to a refund, unless the ride was effectively canceled and no alternative was possible.
  • Using the bike for the full or majority of the rental period and requesting a refund afterward will not be entertained. Refunds are based on functionality, not retroactive dissatisfaction.

Non-Mechanical (Electrical) Issues

Electric bikes are still bikes — not scooters. They require pedaling and proper gear use, especially when climbing hills. They do not have throttles, and attempting to climb steep inclines in the smallest gear without shifting appropriately will result in frustration and possible strain on the system.

During summer months, especially when carrying heavy loads or using maximum motor assistance, motors may overheat. This is not a defect but a normal safety feature: the motor will shut down automatically to protect itself.

This can happen more frequently when the rider is inexperienced, overloading the motor while failing to shift properly. In most cases, the issue resolves itself after a few minutes of cooling down.

These situations do not constitute mechanical failure and are not grounds for refunds.

Cancellations

  • Cancellations made at least 24 hours in advance are generally eligible for a full refund, excluding payment processing or transaction fees.
  • Same-day cancellations are not eligible for a refund, particularly for group bookings, as bikes are already reserved and cannot be rebooked at short notice.
  • In cases of force majeure, complete inability to provide service, or when no replacement bike is available, we will issue a full refund including any transaction fees — but only for the specific bikes affected.
  • A "full refund" refers strictly to the bike(s) that could not be used, not the entire group’s booking unless all bikes were impacted.
  • If an issue arises and the customer is given a reasonable timeframe for resolution or a viable replacement option, but chooses to abandon the ride, no refund is guaranteed.
  • Requests for a ride in the company van to return to a pickup point or elsewhere are not part of standard service and may only be offered at the company's discretion, depending on driver availability and space.

Weather

  • If weather conditions clearly discourage riding, we are flexible and open to rescheduling or issuing a credit.
  • However, weather-related cancellations are not automatically eligible for refunds. Any consideration for refunds will still exclude payment processing fees.

 

Other Conditions

  • If a customer becomes unreachable through the contact methods provided (e.g., does not answer calls or messages during an active rental), especially in time-sensitive cases such as locating the rider to provide assistance, a replacement bike, or to resolve a mechanical or logistical issue, this may affect refund eligibility or result in additional charges.
  • While we strive to offer route suggestions and share our local knowledge, these recommendations are provided as a courtesy. Lack of guidance due to time constraints, app incompatibility, poor connectivity, or other logistical limits does not constitute grounds for a refund. The website already includes suggested routes and recommended rides.
  • If a booking is made through a third-party platform or intermediary (e.g., hotel desk, online tour reseller), Mela Bike is not responsible for any misinformation or omissions provided by the third party. Refund decisions will be based solely on what was confirmed directly by Mela Bike.
  • Requests made during the ride that fall outside of our normal service scope (e.g., switching bikes due to preference, asking for unplanned pickups) are not guaranteed and, if declined, do not qualify for a refund.
  • The person making the booking is considered the primary point of contact and is responsible for ensuring that all members of the party are aware of the policy and conditions of the rental.
  • In the event of aggressive or abusive behavior toward staff or other customers, Mela Bike reserves the right to terminate the rental immediately without refund.
  • If only part of a group experiences an issue or chooses not to ride, refunds will be considered per unit rented, not per group as a whole.
  • Bookings made on behalf of others (hotels, guides, friends) are bound by the same terms. The person making the booking assumes full responsibility for ensuring all riders understand the policy.
  • Complaints due to misunderstanding basic bicycle operation (e.g., how gears work, how to adjust seat height) do not constitute a failure of service and are not grounds for a refund.

Timing of Refunds

Approved refunds will be processed as quickly as possible, generally within 7 business days. However, depending on the payment provider and banking systems involved, it may take up to 10–15 business days for the refunded amount to appear in your account. We appreciate your patience and understanding.

Refunds may not necessarily be processed through the same payment channel used during booking or payment. In some cases, we may request your bank details in order to issue the refund manually. This is particularly relevant in situations where third-party platforms or payment processors limit refund capabilities after a certain time.

 

No Refunds Will Be Issued For:

  • Dropped chains or gear issues that don’t prevent normal use.
  • Flat tires not caused by pre-existing faults.
  • Early returns or changes of mind mid-rental.
  • Cosmetic complaints like grease, dust, or minor scuffs.
  • Post-ride complaints not communicated during the rental.
  • Customer inexperience or lack of familiarity with riding.
  • Electrical system protection shutdowns due to overheating or improper use.

 

Final Note

We’re generous and fair — within reason. If you treat us with respect and communicate clearly, you’ll find us cooperative. This policy exists to protect everyone’s time and effort and to set expectations for an honest real-world experience.

Questions?

If you have any questions or require clarification before booking, feel free to reach out. You can contact us at info@mela.bike and we’ll do our best to assist you.