How can I request a refund?

If you feel that you’ve been overcharged or that a payment has been charged to your account by mistake, please contact us via email (support@rideonleicester.com), providing as much information as possible, so we can review your request. 

Please be aware that refunds are not available if: 

1. You buy a plan but don’t use it before the date it expires

2. Your Subscription is renewed automatically and you then decide you want to end your membership after your subscription fee has been taken. Please note that you’ll receive an email 3 business days before your renewal payment with enough time before the automatic payment to cancel it. Unfortunately, once the payment of the plan is charged to your account, it cannot be cancelled. 

3. The e-bike was stolen or lost during your ride (including due to an oversight) you can't request a refund for the remaining trip cost. In addition, you may be liable for all the costs incurred by Santander Cycles Leicester to recover or replace the e-bike.