Refund policy
Omnibike E-Bike Subscription Service Return & Refund Policy
Updated on 01/24/2025
1. 90-Day Satisfaction Guarantee
We want you to love riding with us. If you are not completely satisfied with your e-bike subscription, you can return your e-bike for a full refund within the first 90 days of your subscription. To be eligible for a full refund, the e-bike must be returned in good working condition, reasonable wear and tear accepted, and free of damage. To initiate a return, please contact our customer service team within 90 days of your delivery date. We will arrange a convenient time for pick-up.
2. No Penalty Early Termination after the 90 Days
Within the initial 90-day period, you may cancel your subscription at any time without penalty. Your subscription will continue until the end of your current billing cycle after cancellation is initiated. Please note that monthly subscription fees are non-refundable after the initial 90-day period.
3. Early Return Household Restriction
To ensure fair use of our generous return policy, if an e-bike is returned early from a household, that household is not eligible for a new subscription for 12 months from the date of return.
4. Conditions to Prevent Misuse
E-bikes must be returned in acceptable working condition, free of excessive damage or missing parts. Damage beyond reasonable wear and tear may result in additional fees deducted from your refund. The e-bike subscription is for personal use only. Reselling, unauthorized rentals, or any misuse of our e-bikes will void refund eligibility. We reserve the right to review all return requests. We may deny a refund based on an excessive return history or evidence of policy misuse at our discretion.
To ensure the fairness and sustainability of our e-bike subscription service, we ask that all returned e-bikes meet the following conditions:
● Acceptable Working Condition: E-bikes must be returned in safe and functional condition. This means all essential components, including the motor, battery, brakes, lights, and display, should be operational and free from defects that hinder the bike's safe operation.
● Free from Damage: While we understand that normal wear and tear is expected, e-bikes should be free from excessive damage or signs of misuse. "Excessive damage" goes beyond minor cosmetic imperfections and refers to damage that affects the e-bike's functionality, safety, or significantly diminishes its value. Examples of Damage Beyond Reasonable Wear and Tear:
○ Frame: Significant dents, cracks, or bends in the frame beyond minor scratches or scuffs.
○ Motor: A burnt-out motor, damaged wiring, or water damage to the electrical components of the motor.
○ Components: Missing or severely damaged parts, such as a missing battery, broken pedals, a bent or broken handlebar, a damaged display screen, or flat tires beyond normal wear.
● Reasonable Wear and Tear: We consider "reasonable wear and tear" to be minor cosmetic imperfections, such as minor scratches, scuffs, or fading paint, that result from normal use of the e-bike over time. The level of acceptable wear and tear may vary depending on the age and model of the e-bike and the duration of the subscription.
● Missing Parts: All original parts and accessories, including the battery, charger, keys, controller, motor, and any provided tools, must be returned with the e-bike. Missing parts will be considered damage and may result in additional fees.
● Personal Use Only: E-bike subscriptions are intended for personal use only. Reselling, unauthorized rentals, or commercial use of the e-bike will void the refund eligibility and may violate the terms of the subscription agreement.
● Refund Review: We reserve the right to review all return requests and assess the condition of returned e-bikes. We may deny a refund or deduct fees based on excessive damage, missing parts, evidence of policy misuse, or an excessive return history. Damage beyond reasonable wear and tear may result in additional fees deducted from your refund.
5. Return Process
To initiate a return, please contact our customer service team at Support@JoinOmnibike.com with your subscription details. We will provide instructions on how to return your e-bike. E-bikes returned to our facility without prior authorization will not be accepted.
6. Damages and Issues
Please inspect your e-bike upon delivery. Contact us immediately if the e-bike is defective, damaged, or if you receive the wrong e-bike. We will work with you to evaluate and resolve the issue promptly.
7. Refunds
Once your returned e-bike is received and inspected, we will notify you of the refund decision. If approved, the refund will be automatically credited to your original payment method within 10 business days. Please note: it may take some time for your bank or credit card company to process the refund. If it has been more than 15 business days since we approved your return, please contact us at Support@JoinOmnibike.com.
8. Exchanges
Currently, we do not offer direct e-bike exchanges.
We are committed to providing a seamless and customer-friendly e-bike experience. If you have any questions, please do not hesitate to contact us.
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FAQs:Frequently Asked Questions
Q: How long do I have to decide if I want to keep the e-bike?
A: You have a 90-day satisfaction guarantee. If you decide the e-bike isn't right for you, you can return it for a full refund within the first 90 days of your subscription. To be eligible for a full refund, the e-bike must be returned in good working condition, with reasonable wear and tear, and free of significant damage.
Q: What happens if I want to cancel my subscription after the 90-day period?
A: You can cancel your subscription at any time after the initial 90-day period without penalty. However, please note that monthly subscription fees are non-refundable after the 90-day period. Your subscription will continue until the end of your current billing cycle after you initiate a cancellation.
Q: What if someone in my household returned an e-bike? Can I still get a subscription?
A: To ensure fair use of the return policy, a household is not eligible for a new subscription for 12 months from the date an e-bike is returned from that household. This helps ensure that services are available to genuine customers.
Q: What condition does the e-bike need to be in when I return it?
A: The e-bike must be returned in acceptable working condition, free of excessive damage or missing parts. Damage beyond reasonable wear and tear may result in additional fees being deducted from your refund. Please refer to our Return and Refund Policy.
Q: How much is the additional fee?
A: For e-bikes that are returned within 90 days, depending on the e-bike conditions, the maximum fees we will charge can be $500. This will approximately cover the cost of major repair or missing parts.
Q: What happens if I resell the e-bike or use it for business purposes?
A: The e-bike subscription is for personal use only. Reselling, unauthorized rentals, or any misuse of the e-bikes will void refund and service eligibility.
Q: What if I need to return the e-bike because it arrived damaged or defective?
A: Please inspect your e-bike upon delivery. If the e-bike is defective, damaged, or if you received the wrong e-bike, contact customer service immediately. They will work with you to evaluate and resolve the issue promptly.
Q: How do I return my e-bike?
A: Contact the customer service team with your subscription details to initiate a return. They will provide instructions on how to return your e-bike. E-bikes returned to the facility without prior authorization will not be accepted.
Q: When will I receive my refund?
A: Once the returned e-bike is received and inspected, you will be notified of the refund decision. If approved, the refund will be automatically credited to your original payment method within 10 business days. It may take some time for your bank or credit card company to process the refund. If it has been more than 15 business days since the refund was approved, contact customer service at Support@JoinOmnibike.com.
Q: Can I exchange my e-bike for a different model?
A: Currently, direct e-bike exchanges are not offered.