Go Ebike FAQs

Email [email protected] to let us know before 12pm on the Wednesday before your pick up date, to receive a full refund of your security deposit. 

If you don’t arrive to pick up your ebike at the scheduled time or haven’t cancelled your booking by 12pm on the Wednesday before your pick up date, your security deposit will not be refunded. 

First please email [email protected] to cancel your original booking before 12pm on the Wednesday before your pick up date, to receive a full refund of your security deposit.

You will then need to make a new booking at a time and location that suits you. We’re not able to change your booking on our side – you will need to make a new booking yourself.

Remember, if you don’t show up for your original booking or if you cancel your booking after the cut off time and date, your security deposit will not be refunded.

Bookings are open three months in advance, but we regularly add new time slots. Contact us at [email protected] and we’ll let you know when new time slots are available, so you can get in early and book.

Yes! You do need to know how to ride a bike, but our team will spend some time with you when you collect your ebike. During this time, they’ll show you how to use it, help you feel comfortable while riding and watch you take a test ride. If you still don’t feel confident after this intro session, you don’t have to take the bike. We’ll return your security deposit in these cases.

No, sorry. We allow one bike per booking. Each person needs to make their own booking to borrow an ebike.

This scheme is designed to help people try before they buy. It’s not designed to provide people with free ebikes for long periods of time. We may allow multiple loans so you can try different models, but preference will be given to first-time borrowers.

You can read the full terms and conditions and the waiver. You will need to sign each of these documents before you borrow an ebike, as part of the loan booking process.

Yes! We lend out helmets for free. Just ask a Bike Hub team member when you pick up your ebike.

No strings attached! We’re a charity which supports the community with the knowledge and tools to live more sustainably. Thanks to funders, we provide these free ebike loans to get more people riding, reduce carbon emissions and support healthier, low-cost ways to get around.

Our Bike Hubs aren’t contactable by phone  but you can visit in person. Check our Bike Hubs web page for each hub’s address and opening hours. 

If you need to change or cancel your ebike booking, email [email protected] before 12pm on the Wednesday before your pick up date to let us know. Check our frequently asked questions about cancelling or changing your booking for more information.

Check our Bike Hubs web page for each hub’s address and opening hours.

We can only answer questions that aren’t covered by these FAQs. Please make sure you’ve read through to see if your question is already answered before emailing us. If you do need to get in touch, email [email protected] – this mailbox is checked Tuesdays, Thursdays and Fridays only.