Frequently Asked Questions

HOW DOES YOUR ONLINE SYSTEM WORK?

Customers select the location, type of item and size desired, and then choose from available items. You then select the rental dates/times and complete the checkout process to confirm your reservation. Once complete, you will receive a printable confirmation that details the pick-up location, map and directions, and balance due. Simply arrive at the specified time and location to complete the transaction and pick-up your item.

IS THERE AN AGE REQUIREMENT TO RENT THROUGH VELOLET?

While you may be any age to use a rental item, you must be 18 or older to reserve through the Velolet online system AND pick up a reserved item at specified rental location. Those under 18 will need a legal guardian to conduct transactions and sign applicable waivers.

DO I HAVE TO SIGN A LIABILITY RELEASE?

Yes, Velolet requires the user to agree to our terms and conditions, which includes a Liability Release, Waiver and Indemnification. In addition, some shops may have you sign additional waivers at the point you pick up the bicycle.

IS THERE A DEPOSIT REQUIRED?

We also require payment upfront to confirm the rental reservation. Each shop has different rules, some may charge a service fee that is non-refundable. Some require an authorization for the replacement cost of the item. Shops reserve the right to charge your credit card for the value of the item should there be damage or theft.

IS MY HOME ADDRESS DISPLAYED WHEN SEARCHING?

Your profile address is only accessible & viewable by Velolet employees, customer support and the shops you rent from after a reservation is secured with a credit card payment.

WHAT ARE THE FEES FOR USING VELOLET?

Depending on the shop settings, a Velolet Service Fee is added at checkout and is generally a small % of the total rental.

DO I PAY THE LISTER FOR ANYTHING WHEN I PICKUP OR DROPOFF THE RENTAL?

No. All rental payments are paid through the website.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, MasterCard, Discover, and American Express.

WHAT IF I RETURN THE RENTAL ITEM LATE?

You may be charged an additional amount for not returning the item at the specified time. If you are going to be late, contact the Lister immediately and let them know.

DO I NEED TO INSPECT THE RENTAL ITEM

YES! As part of the waiver you sign during completion of the rental reservation, you agree to inspect the item prior to riding it to make sure that all items are secure and working properly.

WHAT IF THE RENTAL ITEM DOESN'T FIT?

Sizing Help is provided to help you determine your best size. Please use it as a guide. If the item does not fit, it is up to The Lister and Renter to work to resolve the matter. Sometimes there are slight adjustments that can be made for a better fit. Where there is no option, Lister and Renter will need to work together to determine if the wrong size was chosen by the Renter or the Lister misrepresented the size on their website. Velolet will help resolve the matter should a satisfactory resolution not be made.

WHAT HAPPENS IF I GET A FLAT TIRE OR A MECHANICAL?

Much like taking your own item on ride and have an incident happen, your rental is no different. If you have a flat tire or mechanical, stop riding and move a safe distance off the trail or road. Please carry a cell phone and the number of the Lister and Velolet. Also, it is highly recommended that you carry a gear bag with you that has a spare tube, pump, and minor tools to help resolve the issue. In some instances the shop can help out in the process. There may be a fee for this service, however. In other instances where there is no ability to assist, you will have to make arrangement with local resources for a fix and/or return. If you see another cyclist on the road, wave them down and ask. Most are a very helpful bunch and will gladly assist another cyclist. It's kind of our return back to the sport.

WHAT IF THE RENTAL ITEM IS STOLEN OR DAMAGED?

You are financially responsible for rental items and equipment from the time it is released to your custody until the time it is dropped off at the specified rental location. State, local and federal laws may apply.

CAN SOMEONE ELSE RIDE THE RENTAL ITEM I RENT?

No. The Waiver, Release and Indemnification you signed is just for the person renting the item.

CAN YOU DELIVER THE RENTAL ITEM TO MY LOCATION?

Pickup and Drop-off shop locations and Delivery services are expanding daily through our Velolet Shop program. If there is a shop in your Rental Location, it will be made available as a "choice" during the Rental Reservation. Note shops determine their own rate for Pickup/Dropoff services. Those amounts will be added to your reservation. Note, if you select a shop no financial payments are to be made at the physical pickup or dropoff. All financial transactions take place through the Velolet Website. See Terms and Conditions for more details.

WHAT WILL A RENTAL ITEM RENTAL COST?

Pricing varies and is determined by Listers. They set their price for rental but Velolet does provide them guidelines for rental. As a Renter you can filter to adjust to your budget so that only items that fit your price range are presented.

DO I HAVE TO BRING MY OWN TOOLS, PUMP, TIRE IRONS, AND SPARE TUBE?

While most Listers will provide this for you, it's not required of them. Please plan accordingly and bring a small gear bag just to be safe.

DOES THE LISTER PROVIDE HELMETS, PEDALS & SHOES?

The listers are not required to provide these, but some will include or allow you to rent them in addition to the rental.

WHAT SHOULD I DO IF I'M IN AN ACCIDENT?

Your health and safety is always a priority. If you are involved in an accident, you should seek appropriate medical assistance first, as well as contact local law enforcement. At your first reasonable opportunity, you should contact the Lister and Velolet for additional information and next steps.

WHAT HOURS ARE LISTERS AVAILABLE FOR RENTAL PICKUP AND DROPOFF?

Each Lister sets its own hours. When selecting a specific item through the reservation process, the Lister hours are indicated by location.

WHAT IF THERE IS NO RENTALS IN THE LOCATION I'M SEARCHING?

We are diligently working to add shops all over the country, we would love some help. If you don't find anything in an area and know of a shop, connect us and we'll give you some sweet swag!

HOW DO I RATE MY EXPERIENCE WITH THE RENTER OR LISTER

As part of every transaction, there is a Review rating. It is very important to complete this as both a Renter and a Lister. The quality ratings help increase the quality of the rental process. An email will be sent to the Renter and Lister after the Rental has occurred with instructions on rating the rental experience.

WHAT ABOUT THE CANCELING BECAUSE OF SEVERE WEATHER?

For the most part, your reservation is valid regardless of the current weather unless the Lister and/or Velolet feels that your safety may be jeopardized. However, if you experience weather-related conditions that you feel are severe and wish to cancel, please refer to the Severe Weather Conditions Policy. There may be cancellation fees involved if Renter cancels and the weather doesn't meet Severe Weather definitions according to our policy. Velolet will do its best to resolve any issues if they are not clear.

Please note, some Listers have listed their items with an "Inclement Weather Clause". This is at the Listers discretion that they do not want to expose the particular item they have listed in any weather-related conditions, regardless of whether it meets Severe Weather definitions. Please consider this when making a reservation.

WHAT'S YOUR CANCELLATION POLICY?

All cancellations are processed by logging into your Velolet account and canceling the reservation from within the "Rentals" tab

Please contact Velolet at hello@velolet.com if there are extraordinary circumstances (such as weather-related cancellations) that require a cancellation, Velolet will work with Renter and Lister to resolve the issue. Velolet will have the final say to cancel a reservation if we feel the Renter or Lister's safety may be jeopardized.

DO ANY SPECIAL TERMS OR CONDITIONS APPLY TO MY RENTAL? CAN I SEE THEM IN ADVANCE?

At the time of reservation and at item pick-up you must agree to our Waiver, Release & Indemnification. In addition the rental is subject to the Terms and Conditions as stated on the Velolet website.

HOW DO YOU PROTECT MY PRIVACY?

Under no circumstance do we provide unnecessary access to your personal or transaction information (except as might be required by law). For payment information, we use Braintree Payments and give you the option to store payment methods with their secure system. For complete details please refer to our Privacy Policy.

WHAT ARE THE FEES FOR USING VELOLET AS A RENTER?

Creating an account is free. Shops have the ability to require a non-refundable deposit for each rental. In order to secure your rentals, we require that they are paid for when created.

DO I HAVE TO PAY FOR MY RENTAL ONLINE?

Yes. The Rental and Service fees are all paid directly online when reserving a rental item. The Renter will NOT pay directly to the Lister any amounts

DO I HAVE TO PROVIDE VELOLET MY ADDRESS?

Yes. To establish your profile and join Velolet, it is essential that we have a record of your address. This is collected in compliance with privacy and personal information protection acts. (See Privacy Policy). Your address is needed for establishing rental agreements.

WHAT INFORMATION DO I PROVIDE TO VELOLET UPON JOINING?

When creating an Account, Velolet will request some profile and contact information to allow other Members to contact you when renting something to or from them.

HOW DOES VELOLET KNOW WHERE I AM?

Two things allow Velolet to locate you. One is the address that you give us when you join, and the second is the IP address of your computer. This latter method is only approximate.

HOW DO I PROVIDE A RATING FOR THE LISTER?

Velolet rating system will ask you to rate the Lister of the item and the quality of the item rented at the end of your rental period for that item. It is really important to complete this rating as it improves the quality of the Listers on the site and the rental process

CAN I REFINE MY SEARCH FOR RENTAL ITEMS?

You can narrow down your search results using the filters available on top left. These filters allow you to select search categories of items, price range, distance from the item, and type of Lister (local shop)

WHEN DO I HAVE TO MAKE PAYMENT ON MY RENTAL RESERVATION?

If your reservation is within 72 hours of your requested pickup time, credit card payment is required immediately to secure your rental. For all other rentals requests, you will receive a confirmation email for 3 consecutive days following your request. If you do not secure your reservation with credit card payment after 3 days, your rental request will be canceled and put back into Available inventory. We encourage you to make payment immediately to secure your item and receive a Reservation Confirmation number. See Cancellation Policy for other information regarding canceling your reservation.