If you experience a fault with a Beryl bike or e-Scooter during your journey, please report it to us as soon as possible so we can investigate the issue and arrange any necessary maintenance.
Step 1: Report the Fault
If you experience a fault during your journey, please contact our Customer Support Team through the Beryl live chat as soon as possible.
Please provide as much information as you can about the issue, including the vehicle number and details of the fault. Where possible, photos or videos of the issue can also help our team assess the vehicle.
Step 2: Stop Using the Vehicle if the Fault Prevents Safe Use
As stated in section 13.5 of our Terms of Service, if you encounter an issue that prevents you from continuing to use the vehicle safely or prevents you from securely locking it, you must end your journey at your nearest available bay immediately.
Please do not continue riding a vehicle if the fault prevents you from using it safely.
If you continue your journey despite a fault that prevents the safe use or secure locking of the vehicle, you may not be eligible for a refund.
Step 3: Vehicle Inspection
If you are requesting a refund because of a vehicle fault, our dedicated maintenance team will need to inspect the vehicle to confirm the fault you have reported.
In accordance with section 13.9 of our Terms of Service, we may require documentation or other information to support your refund request.
Please allow up to 72 hours for the vehicle to be inspected and the reported fault to be assessed.
Step 4: Refund Review
Once we have received your report and the vehicle has been inspected, our team will review the journey and the charges associated with it.
If the reported fault is identified and the circumstances meet our refund criteria, the applicable charges will be reviewed and a refund may be issued.
If the fault cannot be identified, or if you continued to use the vehicle when you should have ended your journey at the nearest bay, a refund may not be applicable.
Important Information
To help us investigate your report fairly:
Report vehicle faults through our live chat as soon as possible.
Provide the vehicle number and a clear description of the fault.
Provide photos or videos where possible.
If the fault prevents safe use or secure locking of the vehicle, end your journey at the nearest bay immediately.
Do not continue riding a vehicle where the fault prevents you from using it safely.
Allow up to 72 hours for our maintenance team to inspect the vehicle and assess the reported fault.
Thank you for reporting vehicle faults and helping us keep Beryl vehicles safe and reliable for everyone.