Frequently Asked Questions
Offers
Launch offer
We’re celebrating the launch of our e-cargo bikes by offering a deal you can’t miss. From 30/10 you can use the cargo bikes at a reduced rate of just £12 per month without unlock fees with our launch pack. You can find and activate this offer in the app ‘Wallet’
Once activated, you get the first 30 minutes of every rental free. After the first 30 minutes, a standard rate of £1/30 minutes will apply, with a max rate of £10 per 24 hours.
Please note: This membership will not auto-renew. This offer can only be applied once per customer. Discounted rates are for a maximum of 1 bike at any time. This offer is only valid in Bristol and Bath.
Return
What should I do if I accidentally end my rental?
If you quickly learn that your bike wasn’t correctly returned to an official station, you can go back and re-rent it. Rentals of the same bike are combined automatically for the user. The final rental period is calculated from the start time of the first rental and the return time of the second rental. The pause between the two rentals is also added to the rental time.
Can I return a WESTcargo bike anywhere?
Each cargo bike must be returned to its original home station. If you return your bike anywhere outside of the bike’s home station, it will, unfortunately, result in a £25 service fee.
If I find and rent a bike away from a station, where should I return it?
You can return the bikes only at home stations. Returning outside of a home station will result is a £25 service fee.
Parking
Should I lock my bike when unloading cargo?
Just activate the park mode in the app and then press the Frame Lock lever down to lock the bike.
How do I keep the bike stable for loading and unloading?
When loading and unloading, ensure that the bike is on the stand and stable.
How much do rentals cost?
We offer a basic rate where you unlock your rental for £1 then ride to your destination & back for 5p per minute.
If I find and rent a bike away from a station, where should I return it?
Regardless of the location of the rental, each bike must be properly returned to its home station. This can be found on the bike sticker or app rental info screen.
How can I safely unload my cargo bike without returning it?
Just open the app and press ‘park’ then press the Frame Lock lever down to lock the bike. To release the lock, you can click to continue your ride in the app.
Where can I park?
Please be aware of your surroundings whilst parking your cargo bike.
Do not block the street, pavement, blind lanes, driveways, or emergency routes. Ensure there is always enough space for vehicles to move around your bike.
WESTcargo bikes
How do I take a break?
Just activate the park mode in the app and then press the Frame Lock lever down to lock the bike.
How do I use a cargo bike?
We require all users to complete training before renting a WESTcargo bike. However, you can learn the essentials by clicking this link.
I’m carrying something heavy, is there a weight limit for cargo?
The maximum weight supported in the cargo trunk is 80kg.
The cargo bike I want to rent is damaged. What should I do?
You are responsible for checking the cargo bike for any possible damage before you start your journey. If you notice a defect, please report immediately via the app so the cargo bike can be removed and repaired as soon as possible.
Do I need a license to use a cargo bike?
No, you won’t need a licence, vehicle registration or helmet to rent a cargo bike. Due to the powerful electric motor, we recommend wearing a helmet.
Is there an age limit to use the cargo bikes?
The use of the cargo bikes is permitted for 18+ only. A birthdate is mandatory when registering and necessary for account activation.
What should I do if I find a problem during the ride?
If you have already started your ride and discover a defect, please immediately stop your ride and call customer services or report the issue through the app.
How do I find official stations?
Our stations can be found through the nextbike by TIER app.
Pricing
Are there extra fees?
Any WESTcargo bike returned outside of its home station will be subject to a £25 fine. To correctly return a WESTcargo bike, you must return it to its official home station – this is typically the same location from which you rented the bike.
When will I be charged for my ride?
Any charges resulting from your ride will typically be charged to your payment method no later than 48 hours after your rental has ended.
Customer Account
I’ve paid the deposit but I can’t rent. What do I do?
If you’re experiencing issues with renting, be sure to check the verification email sent to your inbox upon registering, click the link and return to the app. If any issues still persist please contact customer services via ‘support’ in the app.
Is there a registration fee?
Upon registration a £5 deposit will be taken as a security deposit and will be used to verify your account. This deposit then becomes a credit on your account. If you wish to close your account, you may request a refund of the remaining balance (if applicable) at that time.
How can I cancel my account?
To cancel your account, send a cancellation request to info@nextbike.co.uk. Please make sure you include your full name, address and the telephone number linked to your account.