Incidents and disputes
How is an incident handled?
In the event of an incident, the rental agreement drawn up between the owner and the renter is the reference document.
We invite you to refer to it first and to try to find an amicable solution between the parties.
In the event of proven damage and in accordance with the rental agreement, the owner may withhold part or all of the deposit.
What should I do if, on the day of pick-up, the bike doesn't match the listing?
If, at pick-up, the bike doesn't match the listing:
- Refuse to take the bike.
- Take photos to prove that it doesn't match.
- Go to the booking concerned from your BikUp account, then click on Report an incident.
- Send the supporting evidence to
litige@bikup.app within 24 hours of the start of the rental (article 2.1.3 of the agreement)
Our team will then look into the situation and assess whether a refund is possible.
Can I contact the incident department by phone?
At present, incidents and disputes are handled by email only.
For any question, you can write to us at
litige@bikup.app.
What happens if I damage the bike during the rental?
In the event of damage during the rental, and in accordance with the rental agreement signed with the owner, the owner may be entitled to withhold an amount from the deposit to cover the necessary repairs.
I disagree with the owner, who should I contact?
In the event of a disagreement or dispute with an owner, you can contact our team at
litige@bikup.app. Report the problem as early as possible, ideally within 24 hours of the end of the rental and at most 72 hours, so that BikUp can suspend the payment to the owner while the dispute is mediated.
We'll look into the situation and try to help you resolve the dispute.
I've come across a suspicious listing or owner, what should I do?
If you spot a suspicious listing or behaviour:
- don't continue the conversation outside the platform,
- report it quickly to
moderation@bikup.app.
Remember to attach screenshots to make it easier to process your report.
Thank you for your vigilance and for helping keep the BikUp community safe.