Frequently Asked Questions

WHO USES VELOLET?

There are two types of members on Velolet: Listers who put their bikes for rent and Renters who rent them. Velolet aims to put these people and organizations in touch through one single standardized and centralized platform.

Frequently asked renter questions

HOW DOES YOUR ONLINE SYSTEM WORK?

Customers select the location, type of bike and size desired, and then choose from available bikes. 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 bike.

IS THERE AN AGE REQUIREMENT TO RENT A BIKE THROUGH VELOLET?

While you may be any age to use a rental bike, you must be 18 or older to reserve a bike through the Velolet online system AND pick up a reserved bike 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 bike 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 bike shop has different rules, some may charge a service fee that is non-refundable. Some require an authorization for the replacement cost of the bike. Bike shops reserve the right to charge your credit card for the value of the bike 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 bike shops you rent from after a reservation is secured with a credit card payment.

WHAT ARE THE FEES FOR USING VELOLET?

Depending on the Bike 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 BIKE RENTAL?

No. All rental and insurance 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 BIKE LATE?

You may be charged an additional amount for not returning the bike 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 BIKE

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

WHAT IF THE BIKE DOESN'T FIT?

Sizing Help is provided to help you determine your best size. Please use it as a guide. If the bike 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 bike 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 bike bag with you that has a spare tube, pump, and minor tools to help resolve the issue. In some instances the Bike 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 BIKE IS STOLEN OR DAMAGED?

You are financially responsible for rental bikes and equipment from the time it is released to your custody until the time it is dropped off at the specified rental location. Insurance is available for purchase at the time of your rental reservation and is highly recommended. State, local and federal laws may apply.

CAN SOMEONE ELSE RIDE THE BIKE I RENT?

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

CAN YOU DELIVER THE BIKES TO MY LOCATION?

Pickup and Drop-off bike shop locations and Delivery services are expanding daily through our Velolet Bike Shop program. If there is a Bike Shop in your Rental Location, it will be made available as a "choice" during the Rental Reservation. Note Bike Shops determine their own rate for Pickup/Dropoff services. Those amounts will be added to your reservation. Note, if you select a Bike 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 BIKE RENTAL COST?

Pricing varies and is determined by Listers. They set their price for rental but Velolet does provide them guidelines for bike rental. As a Renter you can filter to adjust to your budget so that only bikes 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 bike 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 bike 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 BIKE RENTAL PICKUP AND DROPOFF?

Each Lister sets its own hours. When selecting a specific bike 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 bike shops all over the country, we would love some help. If you don't find anything in an area and know of a bike 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 Bike with an "Inclement Weather Clause". This is at the Listers discretion that they do not want to expose the particular bike 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

Timeline Fees
Up to 72 hours prior to reservation 0% Rental fee + Service fee
48-72 hours prior to reservation 25% Rental fee + Service fee
24-48 hours prior to reservation 50% Rental fee + Service fee
0-24 hours prior to reservation 100% Rental fee + Service fee

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 bike 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. Bike 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, Service fees and Insurance 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 BIKE TO RENT?

You can narrow down your search results using the filters available on top left. These filters allow you to select search categories of bikes, price range, distance from the item, and type of Lister (local bike 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 bike rental request will be canceled and put back into Available inventory. We encourage you to make payment immediately to secure your bike and receive a Reservation Confirmation number. See Cancellation Policy for other information regarding canceling your reservation.

Frequently asked questions by listers / bike shops

I'M A BIKE SHOP/RENTAL LOCATION. HOW DO I LEARN MORE ABOUT JOINING VELOLET OR BECOMING A VELOLET BIKE SHOP?

Please contact us at hello@velolet.com

WHAT KIND OF BIKES CAN I PUT UP FOR RENT?

All types of bikes can be offered for rent.

DO YOU OFFER RENTAL INSURANCE?

No. Velolet does not currently offer insurance on rented bikes and equipment.

HOW DO I PUT MY BIKE UP FOR RENT?

Go to List Your Bike and just follow the steps. It's simple and straightforward. Note, image(s) of your bike as part of publishing your Listing are strongly encouraged in promoting your bike(s).

WHAT ARE THE FEES FOR USING VELOLET AS A LISTER?

Creating an Account if free, listing bikes is free. We do deduct have a transaction fee we deduct from your rental income to cover credit card processing, customer service and administrative services.

WHAT HAPPENS IF AN ITEM IS RETURNED BROKEN OR NOT RETURNED AT ALL?

This kind of situation is governed by the rental agreement made and signed between the Renter and the Lister. As stated in the agreement, Renters can be charged for theft/damage. Contact Velolet immediately and we will work with you to resolve the matter.

DO I HAVE TO GIVE VELOLET MY BUSINESS ADDRESS?

To establish your profile and join Velolet, it is essential that we have a record of your address. This is collected in conformity with privacy and personal information protection acts. It is important to distinguish between your business address, and the actual Location of the bike(s) for rent, since they can be different.

WHAT HAPPENS IF MY RENTER DOESN'T SHOW?

The Renter will be charged in-full the entire amount of the reservation.

CAN I REFUSE A RENTAL REQUEST?

If for whatever reason you cannot rent the requested item to the prospective Renter, you can refuse the transaction when the Renter will contact you after making a reservation online. In this case, please notify the Renter as soon as possible as he or she only has 72 hours to cancel the transaction online before being charged the Velolet service fee.

WHY DON'T I SEE THE ITEM I POSTED FOR RENT?

Your bike listings are instantly registered in the Velolet database once they are published for rent. There are steps required however that are mandatory (Description, Location, Availability) to Publish your listing. Please follow the necessary steps and your bike will be listed immediately.

HOW DO I REMOVE OR DELETE ONE OF MY ITEMS THAT IS CURRENTLY RENTED?

The status of your Bikes are defined in the "Inventories" section of your account. You can deactivate item for specific periods at any time or archive them. If there is an existing reservation for a Bike that is no longer available, the Renter will have the option to accept a replacement or cancel their reservation.

Other frequently asked questions

CAN MY COMPANY ADVERTISE ON YOUR SITE?

Yes, please contact Velolet at hello@velolet.com for more information.

HOW DOES VELOLET WORK?

There are two types of members on Velolet: Listers who put their bikes for rent and Renters who, well, rent them. Velolet aims to put these people and organizations in touch through one single marketplace.

WHO CAN SIGN-UP ON VELOLET?

There are no special conditions for joining Velolet. Individuals, local bike shops, race support companies, teams, groups, public organizations or associations can all join our community.

ARE PAYMENTS SECURE?

www.velolet.com and other Velolet properties are secured by SSL certificates and payments are directed via Braintree Payments.

WHAT HAPPENS WHEN SOMETHING GOES WRONG? (LOSS, DAMAGE, NO SHOW AT RENTAL POINT)?

For any rental transaction, whether online or in the real world, a rental contract, or agreement, is established between the Lister and the Renter to confirm the deal and its conditions. This contract is available for display within the description of the items listed for rent. The consequences of an incident are governed by this contract and of course by any legislation that is in effect.

WHAT IS A RENTAL REQUEST?

A Rental request is issued when a Velolet user wants to rent a listed bike, and asks the Lister through Velolet if he would accept or decline, considering the starting and ending dates chosen for the rental.

HOW CAN I CONTACT VELOLET FOR SUPPORT?

Even if you haven't created a Velolet account and completed your profile, you can contact us at hello@velolet.com. That will always be listed at the bottom of the web page.

HOW ARE THE MEMBERS OF VELOLET EVALUATED (RENTERS OR LISTERS)?

Velolet has a ratings feedback for every transaction for both the Renter and the Lister. This feedback is very important and helps to improve the quality of our Renters and Listers on the website and builds trust and confidence within the Velolet community:

IF I AM REPRESENTING A LOCAL BIKE SHOP, RACE SUPPORT GROUP, TEAM OR CLUB ORGANIZATION, CAN I SIGN UP AS THAT GROUP?

Yes. A group can sign-up and be billed exactly as an Individual.

I CAN'T REGISTER ON VELOLET

Please make sure your browser accepts cookies and your firewall is not blocking information being sent out.

I CAN'T SIGN IN ON VELOLET!

Contact us directly at hello@velolet.com

WHAT DO I DO IF I FORGET MY PASSWORD OR USERNAME?

To ask for a password or login name reminder, click on the forgot my password link on the sign in page.