Refund policy

Last updated: July 23rd 2026

Overview

We want every cyclist who rents from us to have a great ride. If something changes between booking and your start date, this page explains how refunds work.

The full legal terms live in our rental contract, which you sign at handover. This page is the plain-English summary.

Cancellation policy

How much you can get refunded depends on how far ahead you cancel.

More than 72 hours before your start date — full refund.

Between 72 and 24 hours before — 50% refund.

Less than 24 hours before, or no-show — no refund.

To cancel, email us at hello@vtt971.com with your booking reference. We'll confirm the refund and process it within a few business days.

Changes to your booking

If you need to change the dates, the bike, or the duration of your rental, get in touch at least 24 hours before your start date. We'll do our best to accommodate, depending on availability. No charge for changes accepted within that window.

If you want to shorten your rental, we can refund the unused days — but only if you let us know more than 72 hours before your start date. After that, no refund.

When we'll always work something out

A few situations where we won't apply the standard policy:

Bad weather

If the weather makes riding genuinely dangerous, heavy rain that won't stop, a storm, official weather alerts we'll either reschedule your rental at no charge, or refund you in full. Your choice.

Illness or injury

If you can't ride because of illness or injury, send us a medical certificate within 72 hours of your start date. We'll offer either a reschedule at no charge, or a refund of up to 100% depending on the situation.

If we cancel

If we have to cancel a mechanical issue with the fleet, dangerous conditions, anything affecting safety we'll offer a reschedule at no charge or a full refund.

A few things the refund policy doesn't cover

Bike not suiting you at pickup. All our bikes are described in detail on each product page. If you decide at handover that the bike doesn't suit you, we can't refund but we'll do our best to talk through options if there are other bikes available.

Late return fees. If you return a bike late, late fees apply (€15 per hour per bike). These aren't refundable.

Deposit deductions. If a bike comes back with damage or missing parts, the cost of repair or replacement is deducted from your €350 or €500 deposit. The remainder is refunded in full.

How to request a refund

Email us at hello@vtt971.com with:

• Your name

• Your booking reference

• The reason for the request

• Any supporting documentation (medical certificate, etc., if relevant)

We aim to respond within 48 hours and process approved refunds within a few business days. Refunds go back to the original payment method.

Questions

For anything related to a specific booking, email hello@vtt971.com.

For everything else about how we run things, our FAQ and Terms of service have the full details.

Changes to this policy

We may update this policy from time to time. The current version is always here. The cancellation terms that apply to your booking are the ones in effect when you booked.