During rental information
Well done on completing your reservation for your bike on Cycle.land! You can now ride on and discover all the great things your chosen city has to offer. If you haven’t heard from the bike owner since you made your initial arrangements, it might be worth getting in touch with them shortly before your rental period if due to start to make sure everything is still in place.
Locating and Testing the Bike
Once you have located the bike, we recommend that you give it a bit of a ride around before you properly take off to ensure things are working well: check in particular if the brakes and gears (where relevant) are up to scratch and if the saddle is at a height that is comfortable and safe for you to ride at (usually we know this when you can place the entire front part of your foot on the ground with you brake and stop (at a traffic light for example).
If you encounter any problems beyond your capabilities to fix (for example if the chain comes off you may be able to put it back yourself), make sure to lock the bike again where you found it and get in touch with the owner so that they can assist you on how to resolve the situation. If you are visiting Oxford, they may refer you to a trusted bike shop or you could visit our local partners Broken Spoke Bike Co-op. If you are familiar with Oxford, you maybe already know where to go. In any case, make sure to keep any receipts for reimbursement!
If the bike is in great shape when you test it, then go right ahead and ride on! We do hope you enjoy cycling around on it.
During your ride
We want you to make the most out of your ride, whether you are exploring the nearby countryside or just going from point A to point B. If you have any concerns or issues arise during your rental, contact the owner. They should be on hand to help you navigate any unforeseen circumstances. In most cases, they will be the person best equipped to help you. If the bike owner can't solve the problem, please contact us.
Looking after the bike
Look after the bike as if it were a dear friend’s or even your own, because at Cycle.land this is exactly how we want you to feel! Because cycling is so popular at Oxford, this means bike theft is also very common. We know that you will use you common sense when leaving the bike unattended, but the rule of thumb regular users live by is:
- Always lock the bike to a solid unmovable object (ideally a bike rack but could also be a lamp post or a street sign)
- Avoid leaving the bike somewhere dark or isolated overnight.
- Do not give the bike to anyone who asks for it unless they are someone you already know or trust.
Accidents happen, everyone knows that. Be want you to be safe in Oxford and so we have asked the bike owner to make sure the bike is a the best condition it can be in before you collect it.
Incidents can range from a simple though inconvenient puncture, to a situation where you and/or the bike might be compromised.
Here a a few scenarios and how you should address them:
Bike breaks down: this is frustrating, we know! But punctures and faulty breaks happen to the best of us. If this happens to the bike while you are using it, contact the bike owner as soon as possible. They will be the person who is most equipped to help you because they will be able to tell you where to get it repaired (we have briefed the owners about this). Make sure to keep any receipts so that you can make a claim later on for reimbursement. Bear in mind though, that if the damage to the bike is the result of misuse on your part, you will have to incur 40% of the charges to repair the bike. This is mainly because we also believe in fairness: if you break it, you fix it. But as a member of the community, we also have your back and we will pay 60% of the repair costs.
Bike gets stolen: Bummer! You went to unlock the bike after your traditional afternoon tea and the bike was nowhere to be found. Before you do anything else, go to the police and report the bike stolen. Make sure to give as much detail as you can remember, including whether or not the bike was locked to a solid unmovable object. Then message the owner to explain what has happened. Forward the copy of the police report to them or to us and we will take it from there. If you still need a bike while you are in Oxford, do not be put off and leave yourself stranded! Log in and rent another bike.
Incident that results in damages to the bike: We are glad you are unharmed in this incident, though it sucks that you got into a difficult situation. If the situation warrants it, go to the police and make a report straight away. This will allow us to claim insurance on the bike. Either way, contact the owner to let them know what’s happened and they should help you navigate the incident and recommend what to do next. Save any receipts for repair costs you incur so you can be reimbursed by us or the owner. Bear in mind though that if you are found responsible for the incident, you will be liable to pay 40% of the cost of repairs (we will pay the remaining 60%).
Incident that results in damages to the user: This is a worse case scenario for us! We certainly don’t want anyone to get hurt. If there is anything we can do to support your morale during this time, do not hesitate to get in touch with us. We will do everything we can to assist you.