Effective Date: June 2026

At CityBike, we aim to provide a smooth, safe, and reliable electric bicycle rental experience. This Refund & Cancellation Policy explains how booking cancellations, ride issues, refunds, and payment disputes are handled when using CityBike services.

By using CityBike services, you agree to this Refund & Cancellation Policy.

1. Booking Cancellations

Users may cancel a booking before the rental period starts.

Where applicable, eligible cancellations made before the ride begins may qualify for a full or partial refund depending on the circumstances, payment processing costs, and promotional conditions.

CityBike reserves the right to reject refund requests where services have already commenced or where misuse, fraud, or policy violations are suspected.

2. Failed Unlocks or Technical Issues

If a payment is successfully processed but:

• a bicycle fails to unlock,

• the ride cannot begin due to a verified technical issue,

• or the service cannot be reasonably delivered due to a system issue,

CityBike may provide a refund, ride credit, or alternative resolution after verification.

Refund eligibility will depend on system logs, ride records, and operational verification.

3. Ride Interruptions & Operational Issues

Refunds or ride credits may be considered where a ride is materially affected by:

• verified technical failures,

• vehicle malfunction,

• service outages,

• operational restrictions,

• or other circumstances determined by CityBike.

Temporary service interruptions, low battery conditions, weather changes, traffic conditions, or circumstances outside CityBike’s reasonable control may not qualify for refunds.

4. Improper Use & Non-Refundable Situations

Refunds may not be granted in situations involving:

• misuse of vehicles,

• unsafe riding behavior,

• violation of CityBike Terms & Conditions,

• operation outside designated service zones,

• improper parking,

• damage caused by negligence,

• suspension or restriction due to policy violations.

5. Payment Disputes

If you believe a payment has been incorrectly charged, please contact CityBike customer support promptly.

CityBike may review:

• ride records,

• GPS logs,

• booking details,

• payment records,

• operational system data,

before determining refund eligibility.

6. Refund Processing

Approved refunds will generally be processed to the original payment method used during booking.

Processing times may vary depending on:

• payment provider,

• banking institution,

• payment gateway processing times,

• card issuer timelines.

Refund timelines may vary and are outside CityBike’s direct control once processed.

7. Promotional Offers & Credits

Promotional passes, discounts, coupons, referral rewards, and ride credits may be subject to additional terms and may not be refundable or transferable unless required by law.

8. Changes to this Policy

CityBike reserves the right to update or modify this Refund & Cancellation Policy at any time.

Updated versions will be published on the CityBike website or mobile application.

9. Contact Information

For refund or payment-related inquiries, please contact:

CityBike
Website: https://citybike.lk
Email: support@citybike.lk