FAQs

All our bikes are topped up with lots of love, care and enough fuel to get you to the nearest fuel station. If you return the bike with excess fuel, we’ll pass on the favour the next one who comes by!

Our team will work their magic and have your bike ready and waiting for you in the pick-up point that you choose while booking. What documents do I need to show while booking? Come in with a smile, pose for a selfie, show off your driving license, submit a government verified ID proof for safe keeping with us, and drive away with your City Bike

We’ll give you a helmet to keep you safe but you’ll need to bring along the jacket and shades to go with it. We’ll even lend you another helmet if we find one to spare

Log on to citybikez.com or download our app on your Android/ iOS phone, drool at the wonderful options and select the bike of your choice, pick a date, time and most feasible pickup point, quickly make the payment and åwe’ll have your City Bike waiting for you

We know you’ll love the bike and the experience and come back for more. If you want an extension on your current booking, do let us know and we’ll do our best to accommodate you. Do bear in mind though that this is subject to availability. Extension charges are as follows:
1. Extension prior to pick-up: Rs 50 plus charges for period extended
2. Extension post pick-up: Rs 250 plus charges for period extended
Please note that extension of vehicle is subject to slots available.

If you change your mind about when you’d like to pick up your City Bike, do let us know and we’ll work out the next best time and date. Do keep in mind though that while we will try our best to provide the slot of your liking, rescheduling/modification of the booking would be subject to availability of the vehicle. Modification charges are as below:
1. Modifications made 6 Hrs prior booking: ₹50
2. Modifications made 6-2 Hrs prior booking: ₹50 or 10% of the booking (which so ever is greater)
3. Modification made 2-1 Hrs prior booking: ₹100 or 20% of the booking (which so ever is greater)
4. Modifications made less than 1 hour prior booking - cannot be modified

We don’t really see you not wanting to go out on your City Bike, but if you do cancel, here are some things that you need to keep in mind:
1. Cancellation made 6hrs or more prior to pick-up time: ₹100
2. Cancellation made 6hrs prior to pick-up time: 50% of Booking Fee
3. Cancellation made 2hrs prior pick-up time: 75% of the Booking Fee
4. Cancellation made after pick-up time: No Refund
Note: Refund will be processed through the original payment mode within 3 to 11 working days.

You may cancel but we know you won’t be able to stay away. If you paid via debit/credit card or e-wallet, you should receive the refund within 3 to 11 working days. However, in case you don’t receive the refund within the above mentioned period, let us know so we can verify and process the refund within 24 Hrs of your query.

While we take every care and precaution to make sure you have a wonderful experience with the bike, there might be things that are simply beyond our control. In the highly unlikely event of your City Bike breakig down, do call our customer care number - XXXXXX and we’ll promptly help you out. Customer care services are open from 8am to 12am, 7 days a week.

Rest assured we’ve got our eyes on you. All City Bikes come fitted with a GPS tracker to help make sure that both you and the bike are safe, In the unlikely event o a breakdown of your City Bike, do call us about it. We’ll check the tracking data to verify your claim and promptly find a solution. Rest assured you will not be penalized in case of a genuine verified vehicle breakdown.

We take great care of our bikes and trust will take just as much care, if not more. In the unfortunate event of an accident or damage to the bike, our servicing manager would assess the damage and help you with the estimate for repairs. You would be liable to pay for repairs estimated up to INR 10,000. For all sums above INR 10,000, you could insurance against the vehicle. You would be liable to pay the estimated amount upfront. Do bear in mind that once the insurance amount is received by the company, City Bikez will add daily rentals to its downtime and refund the differential amount. Please read our insurance policy for more information. Any damage caused to the bike, irrespective of the cause would be considered to be the sole responsibility of the user.

While most City Bikez do come with a GPS device holder, there may be vehicles that do not have this fitment.

All our hub stations operate from 9am to 9pm, seven days a week. All pick-up/return need to be completed latest by 9:30pm. In case the rider fails to pick-up/return the vehicle by 9:30pm, the pickup/return will take place on the next day and the applicable charges will be levied on the rider. No pickup/return request will be entertained post 9:30pm.

There is a kilometer capping mentioned in the confirmation mail. After exhaustion of free kilometer, the following charges will be applicable:
1. Dominar& Himalayan : ₹4/km
2. For Royal Enfields and Honda CBR: ₹3/km
3. For Bajaj Avenger: ₹2.5/km
4. For all other vehicles: ₹2/km

1. Non geared vehicles: First 2 hours of delay would be charged at ₹100 + hourly rates
2. Royal Enfields: First 2 hours of delay would be charged at ₹250 + hourly rates
3. All Other Bikes: First 2 hours of delay would be charged at ₹200 + hourly rates
4. Post 2 Hours, subsequent hourly charges will be applicable on weekdays with model wise penalty (Mon–Fri)
5. On weekends(Sat-Sun): 24 Hrs rental charges will be applicable as per company policy

We’d always be waiting to greet you with a smile at the hub station. In the unlikely even of an executive not being available to assist you during your slot, do call our customer care at 8378007800 and give us your booking ID. We’ll have it resolved in no time!

At times of heavy rain and floods, customer is advised to park the bike at a safe location. All damages incurred, irrespective of the cause, have to be covered by the customer.