Try Before you Bike FAQ
Q. How long can I keep my bike?
When you place an order through Try Before You Bike you sign up to a rolling one month hire contract which can be cancelled at any time with no penalty fees or hidden charges.
Q. How do I cancel my order?
It is easy to cancel your order and there are no fees for doing this. You just go to your Peddle My Wheels account and click on the 'Cancel and Collect' button and book a collection and follow the instructions.
Q. What payment types do you accept?
Any debit or credit card.
Q. What times do you deliver and collect?
Our delivery and collections team operate Monday to Friday between 10am and 5pm.
Q. Can someone accept delivery on my behalf?
No, we need you to be present so we can check your photo ID.
Q. I have a discount coupon, how do I use it?
When you reach the 'cart' stage enter your coupon code details and the system will reduce the monthly hire fee by the value of the coupon for the period the coupon is set to run. Please be aware that once the period of the coupon's subsidy expires you start paying the full monthly hire fee and the free period does not reduce the price of the bike.
Q. Where can I find details of any discount offers?
Q. Do I need theft and damage insurance?
Yes. There is a link to our partners, Laka, at the end of the order process which includes one month's free insurance.
Q. Can I buy the bike and accessories?
Yes you can choose to purchase your bike and accessories at any time whilst hiring them. You log into your Peddle My Wheels account and follow the online instructions to purchase the bike. The cost of purchasing the bike reduces monthly.
Q. Is my bike under warranty if I purchase my hire bike?
We give a 3 year warranty on any frame issues caused by manufacturing, 2 years warranty on electrical manufacturing faults and 12 months warranty on all other parts.
Q. Do you accept Cycle to Work schemes?
Yes. Please email info@peddlemywheels.com for more details.
Q. Can I buy a bike without accessories?
No, the accessories that come with the bike are part of the package.
Q. Do you help with any maintenance problems with the bike?
If there is a warranty issue it is our responsibility but otherwise, it is your responsibility to maintain the bike and service the bike. We have a partner network of bike mechanics who can help if you need them.
Q. Do I get free cycle training with the bike?
If you order a bike using a discount coupon OR you have ordered a cargo or accessible cycle our in-house team of cycle instructors will deliver up to two hours of free cycle training upon delivery of your goods. This is mandatory with these orders so please make sure you keep some time aside for when the goods are delivered. Our third-party partners deliver all other orders. In these cases, you will need to book your own training session through your council at a time that suits you.
Q. Can anyone order a bike?
No. You must live, work or study in the borough that the scheme is active in. Proof will be needed to be shown upon delivery of the bike from one of the following documents - council tax bill, tenancy agreement, enrolment papers, employee contract PLUS photo ID.
Q. Does my one month bike hire start when I order the bike?
No, the month starts from when the bike is delivered so you always get a full month's use of the bike. However, we do have to take payment before you receive the bike.
Q. Are the bikes new?
New, nearly new or pre-loved - you choose. When you are selecting your bike use the filters to see new, nearly new or pre-loved bikes. Nearly new bikes and pre-loved bikes will be cheaper should you wish to purchase the bike.
Q. What condition does my bike have to be in when returned and do I need to also return the accessories?
If there is any damage that costs us to repair it you will be charged for parts. If there is some wear and tear appropriate for the use there is no charge for this. All accessories must be returned with the bike including keys for locks and battery (if you have an e-bike) otherwise there will be an additional charge.
Q. Can I swap bikes for another model?
No. You need to cancel your existing order and start a fresh order if you want a different bike.
Q. Do I have to pay a deposit?
No.
Q. Why can one only take part in certain boroughs?
The scheme is supported by local councils, so is only available in the areas where this has been funded.
