Frequently Asked Questions
Getting Started 
Renting out your bikes 
Renting a bike 
Payment & Service fees 
Booking & Cancellation 
Vouchers & Credits 
Ratings & Feedback Sometimes you really need to cancel a rental. It happens. Learn how to cancel a booking and under what circumstances a refund will happen.
How do I cancel my booking?
To cancel a booking please inform the Lister directly through the chat and explain why you want to cancel the ride. Use the button “Cancel Booking” on the right side, and follow the steps.
When can I cancel a booking?
You can cancel a booking anytime before the rental takes place. Please note that if you cancel the booking last minute it will be very difficult for the Lister to rent the bike to someone else. Cancellations after the start of the rental are not possible.
Please note that we follow a cancellation policy. You can find more information in our Terms and Conditions.
In which case do I get a refund of the rental price?
There are a few possibilities on how much of the rental price you can get refunded, depending on the timeframe in which you cancel.
1. Less than 24 hours prior to the rental start: you won’t get a refund.
2. Between 24 and 48 hours prior to the rental start: you will get a refund of 25% of the rental amount, excluding the service fee.
3. Between 48 and 72 hours prior to the rental start: you will get a refund of 50% of the rental amount, excluding the service fee.
4. More than 72 hours prior to the rental start: you will get a full refund of the rental amount, excluding the service fee.
Is the listnride service fee refundable?
The listnride service fee is not refundable if you cancel the rental. If the Lister cancels the booking, the service fee will be refunded as well as the full rental price.
What happens if the Lister cancels the booking?
If the Lister cancels the booking you will get a full refund of the rental price as well as the listnride service fee.
I couldn’t cancel on time but my case is extraordinary. Do I still get a refund?
You will get a refund in several cases, even if you didn’t cancel on time:
1. You got injured and are therefore not able to rent the bike. Please send us the doctor’s confirmation and we will coordinate everything from here.
2. You couldn’t travel to your destination because of travel restrictions in your country, illness or a delay of public transport. Please send us a confirmation to and we will coordinate everything from here.
3. You have state-imposed obligations. Please send us a copy of the original message and we will coordinate everything from here.
How can I postpone a rental?
Please inform the lister through the chat that you want to postpone the rental. You can find the chat under “My Bookings”. Then, select the “Cancel” button. You will convert the booking into a voucher which will be directly added to your credit balance. You can now request the bike again and select the required dates. But be aware: the voucher needs to be used in less than four weeks, if you don’t use it, it will expire after that date. We suggest you request the bike right afterwards so you don’t forget it - the rental can take place anytime you’d like.
What happens if the Rider withdraws the request before I could confirm it?
If the Rider withdraws the request you can not confirm or decline it anymore. This can also mean that the Rider is no longer interested in that specific bike. Don’t worry, this can happen. Sometimes his or her plans changed or the Rider found another bike - hopefully one of yours! If you want to know his or her reasons you can still send a message in the chat and ask.
I accepted the request by accident - what can I do?
If you accepted the request by accident please inform the Rider immediately through the chat and explain why you want to cancel the booking. Under “My Bookings” you can then select the specific booking and send the message.
You can then select the button “Cancel booking” on the right side, together with the booking information, and follow the steps.
What happens if the Rider wants to postpone the rental?
You will receive an email which tells you that the booking was cancelled. You can find that information under “My Bookings” as well. But don’t worry, the Rider is going to request the bike again for another date - you’ll just need a bit of patience!
How do I cancel a booking as a Lister?
Please inform the Rider through the chat why it is not possible to rent out your bike to him or her. Under “My Bookings” you can select the specific booking and send the message.
You can also find the button “Cancel” on the right side, together with the booking information. To cancel the booking you need to click on the cancel button and follow the steps.
Do I still get paid out if the Rider cancels the booking?
This depends on how long the Rider cancelled in advance. There are a few possibilities:
1. After the rental has already started: you will get paid out the full amount of the rental price.
2. Less than 24 hours prior to the rental start: you will get paid out 75% of the rental price.
3. Between 24 and 48 hours prior to the rental start: you will get paid out 50% of the rental price.
4. Between 48 and 72 hours prior to the rental start: you will get paid out 25% of the rental price.
5. More than 72 hours prior to the rental start: you won’t get paid out.
How can I help the Rider find a new bike if I need to cancel?
You can of course propose one of the other bikes you have. If you don’t have any fitting bikes you could as well propose bikes from other listers to make it easier for the Rider to find an alternative.
