Claims and disputes
How is a claim handled?
In the event of a claim, the rental contract established between the owner and the renter is the reference document.
We encourage you to refer to it first and try to find an amicable solution between the parties.
In case of proven damage and in accordance with the rental contract, the owner may retain part or all of the deposit.
What should I do if, on the day of pickup, the bike does not match the listing?
If, at the time of pickup, the bike does not match the listing:
- Refuse to take the bike.
- Take photos to document the non-compliance.
- Go to the relevant booking in your BikUp account, then click Report a claim.
- Send the supporting documents to
litige@bikup.app.
Our team will review the situation and assess the possibility of a refund.
Can I contact the claims department by phone?
At this time, claims and dispute management is handled exclusively by email.
For any questions, you can write to us at
litige@bikup.app.
What happens if I damage the bike during the rental?
If damage occurs during the rental and in accordance with the rental contract signed with the owner, the owner may be entitled to retain an amount from the deposit to cover the necessary repairs.
I disagree with the owner. Who should I contact?
In case of disagreement or dispute with an owner, you can contact our team at
litige@bikup.app.
We will analyze the situation and try to assist you in resolving the dispute.
I find a listing or an owner suspicious. What should I do?
If you notice a suspicious listing or behavior:
- do not continue the discussion outside the platform,
- report it promptly to
moderation@bikup.app.
Please include screenshots to help us process your report.
Thank you for your vigilance and for helping keep the BikUp community safe.