Go Ebike loan conditions

Thank you for exploring the possibilities of electric bikes and finding out how these bikes can benefit your lifestyle and help you reduce your car use. To make sure you’re aware of your responsibilities when loaning a bike, we need you to carefully read this document prior to picking up your ebike.

PICK UP AND RETURN PROCESS

• You will need to show your NZ drivers license or passport (NZ or overseas) at pick-up.
• Bike Hub staff have the option to refuse the loan if we have serious concerns about your safety and skill level. 
• Many of our bikes are large and unwieldy and difficult to safely transport using a vehicle, so you must ride the bike home or take it on the train.

USE OF EBIKE AND ACCESSORIES

• Please note we are lending this bike to you in good faith. We recognise that cycling can be dangerous and trust you to take all necessary care to look after yourself and the bike. 
• If anything happens to the bike or accessories, you will be liable to pay an insurance excess.
• EcoMatters does not provide roadside assistance in the event of an issue with the bike.
• Our ebikes are for on road urban use in Auckland and can’t be used off-road. 
• Our insurance covers the use of the bicycle so it will cover your partner or other people using the bike. Anyone riding the bike must be 18+ years ( passengers may be younger). 
• All bikes are fitted with GPS trackers. Tracking data will be used for reporting purposes. 
• Riders and passengers must wear helmets at all times (helmets are available for loan).
• You must use child restraints at all times while carrying children.

SECURING EBIKES WHEN NOT IN USE

• Our ebikes are insured against theft, but only if they are secured properly. Please make sure you know how to lock your bike, and when this is necessary, as you might be liable for the cost of the bike otherwise.
• We expect you to secure your bicycle and other accessories in a manner that would mitigate certain reducible risks like theft. 
• Ebikes must always be securely locked with an approved lock (i.e. the lock provided) through the frame to an immovable object. The only exceptions are (1) when the ebike is kept inside your house, garage, or outbuilding, and all windows and doors are securely locked and thus fully enclosed; and (2) when you are at a coffee shop/restaurant/park and you can prove that your bicycle was never more than 5 metres away from you and in your direct line of sight.
• Ebikes kept on common property, even behind a locked gate (e.g. apartment complexes) must still be locked to an immovable object as described above. 

IN CASE OF AN ACCIDENT, DAMAGE OR LOSS

• You must notify [email protected] of any accidents, damage or loss as soon as possible.
• If the bike gets stolen, contact police and report the theft. Obtain a police crime report stating details of the bike (lost property reports will not be accepted). You must provide us the key and the remains of the lock (if relevant). 
• If the bike gets damaged, take detailed photos of the bike, the damage, and the location of the bike when it got damaged. Email us a detailed description of what occurred.

DEPOSIT AND REFUND POLICY

• If you cancel your booking before 12pm on the Wednesday prior to your pick up date, your deposit will be refunded in full. If you cancel later, or do not show up for your booking, your deposit will be kept by EcoMatters to cover our administrative time in arranging the loan.
• If the loan is refused due to the EcoMatters team having serious concerns about your safety when using the bike, the security deposit will be refunded within five working days. Your bank may also time to process the refund at their end.
• When the ebike and accessories are returned to us in good condition, at the agreed time and location, we will refund your deposit within five working days of the date of return. Your bank may also time to process the refund at their end.
• If the ebike and/or accessories are returned and there is significant damage to any loan item, your deposit will be kept by EcoMatters. EcoMatters reserves the right to decide what significant damage is, compared to normal wear and tear.
• If the ebike/ accessories are not returned at the agreed time, your deposit will be kept.
• EcoMatters reserves the right to make a final decision about the amount of deposit returned in any circumstances.

Page updated 3 April 2025