Refunds

Short version: bought something, haven’t ridden on it, and it’s been less than 14 days? You can have the money back. The longer version is only a little longer, and it’s here rather than buried in the terms.

The payment itself is taken by Paddle, who are the seller of record for it. The receipt comes from the Paddle entity named on it, and so does the line on your bank statement — not from us.

What’s refunded

You have 14 days from the purchase to change your mind, as long as what you bought is still untouched.

A ride pack comes back in full if none of its credits has been ridden or given away. Once one has, that pack stays bought.

On the monthly plan, the first payment comes back if you haven’t ridden on the plan yet. Renewals aren’t refunded. Cancelling stops the next one, which is covered below.

The line is drawn at riding because a ride, once ridden, can’t be handed back. After 14 days, or after the first ride, the purchase stands. A month you meant to ride and didn’t is still a month you had.

How to ask

Paddle sold it to you, so Paddle handles the refund. Use the link in the receipt email, or look the order up at paddle.net with the email address you paid with.

If you’d rather ask a person on our side, write to us through the Help page and we’ll sort it out with Paddle for you.

The money goes back to whatever you paid with. Banks usually take a few days to show it.

Cancelling a subscription

Cancel whenever you like. There’s no notice period and nothing to ask us for.

The subscription keeps working until the end of the period you’ve already paid for — you don’t lose the days you bought. After that it stops and doesn’t renew. We don’t charge you again.

Credits don’t expire

A credit is one ride. It has no expiry date, no monthly reset, no clock running on it. A pack you bought last winter and never opened is still ten rides.

So an unused pack isn’t money gone. It’s a ride you haven’t taken yet, waiting for the weather to turn or the legs to come back. The 14 days are for changing your mind. There’s no deadline on using what you kept.

It starts the moment you pay

Credits land on the account and the plan starts as the payment goes through. There is no delivery to wait for and nothing to send back — you have the thing you bought before you’ve closed the tab.

Having the credits on the account doesn’t count as using them, and neither does having the plan switched on. Riding does. Until then, the 14 days apply.

Where your law says otherwise

If the consumer law where you live gives you a right that overrides this policy — a statutory right to withdraw from a purchase, for example — that law applies and this page doesn’t take it away from you.

Paddle can issue a refund of their own accord where the law or the card scheme requires one. When they do, we don’t argue about it.

If something is actually broken

Charged twice, a pack that never showed up, a subscription that didn’t stop when you told it to — that isn’t a refund question, it’s a fault, and we’ll put it right. Start at the Help page.

Because Paddle takes the payment, a duplicate or wrong charge is theirs to reverse rather than ours. Start with us anyway and we’ll sort it out with them. Nobody should have to go and argue with a payment company on their own.