Frequently Asked Questions
Q: What's included in my monthly subscription fee?
A: Your rollingly monthly subscription fee includes the use of your chosen bike and any optional accessories for a one (1) month period. The monthly fee also includes delivery, collection, and theft and damage insurance coverage.
Q: Can I order any bike?
A: No, you can only order bikes available in your borough. First, select your local council of residence, work or study from the dropdown filter. This will display the bikes available in your area. Upon delivery, you'll need to prove you live, work or study in that borough by providing photo ID and one of the following documents: council tax bill, tenancy agreement, enrollment papers, or employee contract.
Q: How long can I keep my bike?
A: Your monthly subscription period is for one month and will continue rolling for consecutive months until you cancel or purchase the bike. The subscription can be cancelled anytime after the first month, with no penalties or hidden charges.
Q: How do I get my bike and how do I return it to you if I no longer want it?
A. We include delivery and collection in your subscription fee.
Q: Do I need separate bike insurance?
A: No, theft coverage is included in your subscription. Please review the terms and conditions section six (6) so you understand your responsibilties and the fee you are liable for if the bike is stolen.
Q: Can I buy the bike and accessories?
A: Yes. You can purchase the bike and accessories by logging into your account and clicking the "Buy" button. The bike and accessories depreciate in value at a rate of 85% of the monthly fee. If you are interested in purchasing your bike you should regularly check your account to see what the current price is. We’ll also send you a monthly email reminder.
Q: How do I know how much my bike and accessories will cost to buy?
A: The price of the bike and any mandatory accessories (price in brackets) are displayed on the bike's image before you order. The price is the cost of the bike plus these mandatory accessories. Prices for any additional accessories (also shown in brackets) you choose will be added to the price. After purchasing the bike, your account will show both the 'original price' and a continually decreasing 'buy now' price which factors in the monthly depreciation of the goods.
Q: Is there a warranty if I purchase a bike?
A: Yes. Peddle My Wheels offers our own 3-year warranty on frame manufacturing issues and a 12-month warranty on all other parts including electrical parts. Depending on the age of the bike there might be a valid manufacturer warranty which will supercede this if the warranty period is longer.
Q: Can I buy a bike without the essential accessories?
A: No, the essential accessories are included as part of the bike package.
Q: Who handles bike maintenance during my subscription?
A: We cover warranty-related issues. Routine maintenance is your responsibility.
Q: Do I get free cycle training?
A: Where available we will provide links to free cycle training offered by your local council. You can then book a session at your convenience. Our delivery team will give a 10-20 minute induction to help get your started.
Q: When does my subscription start?
A: Payment is processed immediately upon order, but your one (1) month rolling subscription starts when your bike is delivered.
Q: Are the bikes new?
A: You can choose between new, nearly new, or pre-loved bikes. Use the filters when choosing your bike. The total value of the bike reflects the bike's condition.
Q: What condition should the bike be in when returned, and do I need to return the accessories?
A: You'll be charged for any damage requiring repair beyond normal wear and tear. All accessories, including keys for locks and batteries must be returned otherwise you will be charged a replacement fee.
Q: Can I swap bikes for another model?
A: No, you'll need to cancel your current subscription and place a new order for a different bike.
Q: Is a deposit required?
A: No deposit is necessary.
Q: Why is the service limited to certain areas?
A: This scheme is supported by local council funding and is therefore only available in participating boroughs.
Q: How do I use a voucher code from my council?
A: Check here to see if there are any valid offers in your council: Council Vouchers. Enter your voucher code at the "cart" stage. The subsidy will be automatically applied and discounted from your total.
