Last updated: 22 June 2026 

​

These Terms & Conditions define the rights and responsibilities of both VIVELO Bikes 

(“VIVELO”) and the renter (“Customer”). By completing a booking or using a bicycle, the 

Customer agrees to these terms. 

​

1. Eligibility 

• Minimum age: 18 years 

• A valid government-issued ID is required at pickup. VIVELO reserves the right to scan or photograph the ID for the purpose of identification and debt recovery. 

• The person making the booking must be the primary user of the bicycle 

• If the bicycle will be used by any person other than the Customer, that person must be identified by name at the time of booking or pickup. VIVELO must approve any additional users before use. The Customer remains fully liable for the actions of any named additional user. Unidentified users void all protections under these Terms & Conditions. 

 

2. Rental Period 

• The rental period is as confirmed in the booking 

• Late returns may result in additional charges 

• Continued use beyond the agreed period without approval may result in penalties 

• Collection or return of bicycles outside VIVELO’s published opening hours may be arranged upon prior request and is subject to an additional surcharge of €30. This surcharge is non-refundable. 

• Early returns do not entitle the Customer to a refund of any portion of the rental fee. The full rental period charge applies regardless of when the bicycle is returned. 

 

3. Payment & Security Deposit 

Payment must be made by card. 

A refundable security deposit is required at the time of pickup. The deposit amount is calculated at 10% of the retail value of the rented bicycle as listed by VIVELO at the time of rental. 

Indicative deposit amounts (subject to change based on current retail value): 

• Cargo bikes: from €400 

• Fatbikes: from €250 

• City e-bikes: from €200 

 

The deposit will be refunded within 48 hours after return and inspection of the bicycle. 

Important: The deposit is not a limit of liability. If damage, loss, or theft exceeds the deposit amount, additional charges will apply up to the full amounts stated in Section 11. 

​

4. Payment Authorization 

By completing a booking or accepting a bicycle from VIVELO, the Customer expressly authorizes VIVELO Bikes to charge the payment card used for the rental for any amounts due under this agreement, including but not limited to: 

• Damage to the bicycle or accessories 

• Theft or total loss 

• Flat tire callout fees 

• Battery delivery fees 

• Helmet rental fees 

• Late return fees 

• Fines and administrative processing fees 

• Any unpaid rental charges 

 

The Customer agrees that VIVELO may retain and use the payment method on file for up to 30 days after the end of the rental period for the purpose of processing such charges. The Customer acknowledges that disputing a legitimate charge with their card provider when liability has been established under these Terms & Conditions constitutes a breach of this agreement. 

 

5. Condition of the Bicycle 

• The bicycle is provided in good working condition 

• At pickup, VIVELO will photograph the bicycle (front, back, left, right) and send the photos to the Customer via WhatsApp or email. This constitutes the official condition record at the start of the rental. 

• At return, VIVELO will photograph the bicycle again. Any damage visible in the return photos but not in the pickup photos is the full responsibility of the Customer. 

• The Customer confirms acceptance of the bicycle’s condition at pickup. Any damage not recorded in the pre-rental photos is the full responsibility of the Customer. 

• Any pre-existing damage must be reported before departure 

 

5a. Safety Equipment 

Helmets are available to rent at €2 per helmet per day, regardless of the rider's age. This applies to all helmets including children's helmets. The Customer is responsible for all helmets during the rental period. Loss or damage to any helmet will be charged at replacement cost (€39 per helmet). Use of a helmet is strongly recommended at all times. 5b. Battery Use 

All electric bicycles are provided with a fully charged manufacturer’s battery at the start of the rental. Bosch batteries are fitted to the Lovens and Dolly Joy models; Cangoo, Tenways, and Kobra models are fitted with their own manufacturer’s battery. 

The Customer is responsible for managing battery usage throughout the rental period. Battery range depends on factors including rider weight, terrain, speed, and assist level, which are outside VIVELO’s control. 

The following conditions apply: 

• The battery is provided fully charged at pickup. This is guaranteed by VIVELO. 

• If the battery runs out during the rental period, this is the Customer’s responsibility. VIVELO will not provide a rescue service or free replacement battery due to battery depletion. 

• The Customer may return the bicycle with an empty or partially charged battery. This is accepted at no charge. 

• If the Customer requires a charged replacement battery to be delivered during the rental, this may be arranged subject to availability at an additional delivery fee of €25 per delivery. 

Battery depletion during the rental period does not entitle the Customer to a refund, extension, or compensation of any kind. 

​

6. Damage Waiver 

An optional Damage Waiver may be added at the time of booking or pickup, for any rental duration starting from one day. 

If purchased, liability for accidental damage is reduced: 

• Cargo bikes: €4,500 → €400 

• City e-bikes: €2,000 → €350 The Damage Waiver does not cover: 

• Theft due to improper locking 

• Loss of accessories 

• Battery depletion or delivery fees 

• Intentional damage or misuse 

• Negligence 

 

7. Permitted Use 

• Use is limited to urban roads and designated cycling paths 

• Use must comply with all applicable traffic laws 

• Commercial use is permitted only if legal and agreed The following is prohibited: 

• Subletting or lending the bicycle 

• Off-road use, racing, or stunts 

• Riding under the influence of alcohol or drugs 

• Use outside normal and reasonable conditions 

 

8. Safety & Children 

• Riders must be at least 18 years old 

• Maximum of 2 children in cargo bikes 

• Children must use appropriate seats, belts, and helmets 

• The Customer is responsible for ensuring safe and appropriate use at all times 

 

9. Locks & Parking 

• A minimum of one lock is provided per bicycle and is included in the rental price. 

Additional locks are not provided unless specifically agreed at the time of booking. 

• The bicycle must always be secured to a fixed, immovable object. The preferred locking point is a designated bicycle staple rack (an inverted U-shaped metal hoop fixed into the pavement), a bicycle rack, or a permanently fixed post or railing. 

• The following are NOT considered acceptable locking points and securing a bicycle to them will be treated as failure to lock: trees, benches, street furniture, temporary fencing, movable bollards, or any object that can be lifted, removed, or broken. 

• Failure to properly secure the bicycle to an approved fixed object may be considered negligence and will result in full liability in the event of theft or loss. 

 

9a. Keys 

The Customer is responsible for returning all keys provided at pickup. Keys must be handed back to VIVELO staff at the time of return. 

Failure to return a key — whether lost, forgotten, or taken — will result in: 

• Replacement key charge as listed in Appendix A 

• A locksmith or lock replacement fee where applicable 

• A daily inconvenience fee of \u20AC50 per day that the bicycle cannot be rented out as a direct result of the missing key, up to a maximum of 5 days (\u20AC250) VIVELO staff will check for key return at the time of bicycle return. The Customer is advised to keep the key with their personal belongings throughout the rental period and to hand it back personally at return. 

 

10. Damage, Loss & Theft 

10.1 Responsibility 

The Customer is fully responsible for the bicycle during the rental period. 

10.2 Liability (with or without Damage Waiver) 

• Cargo bikes: up to €4,500 

• City e-bikes: up to €2,000 

• Fatbikes: up to €2,500 

This includes: damage, theft, and total loss. These amounts represent the maximum liability per bicycle under normal rental conditions. In cases of gross negligence, intentional damage, or theft due to improper locking, VIVELO reserves the right to claim actual replacement cost where it exceeds the stated cap. 

10.3 Paintwork Damage 

Paintwork damage is assessed at return against the pre-rental photos taken at pickup. Three tiers apply: 

• Minor scratches (surface only, no primer exposed): €35 flat fee 

• Deep scratches or gouges (primer or metal exposed): €90 flat fee 

• Repainting required (large area, multiple panels, or structural damage to finish): actual cost of professional repainting, minimum €220 for standard bikes, minimum €390 for cargo bikes. Photographic evidence will be provided. 

Any paintwork damage not recorded in pre-rental photos is the full responsibility of the Customer, regardless of Damage Waiver status. 

10.4 Theft Procedure 

In case of theft: 

• Notify VIVELO immediately 

• File a police report within 24 hours 

• Provide a copy of the report to VIVELO 

Failure to follow this procedure may result in full liability. VIVELO reserves the right to place a hold on the payment card on file for the applicable liability amount pending receipt of the police report. Once VIVELO receives a valid police report confirming the theft, any hold will be released or adjusted accordingly. If no report is received within 7 days of the theft notification, VIVELO may convert the hold to a charge. 

​

11. Flat Tires 

Flat tires are the responsibility of the Customer. In the event of a flat tire, the Customer must contact VIVELO immediately. VIVELO will arrange assistance based on the straight-line distance from the shop at Carrer de Pere Aleixandre 8, Valencia: 

• Within 5 km (straight-line distance from the shop): VIVELO will provide a free replacement bicycle, subject to availability. No callout fee applies. 

• Beyond 5 km: VIVELO will come to the Customer’s location to fix the flat tire. A callout fee applies: €40 base fee, plus €15 per 10 minutes of travel time from the shop (one way), calculated at the time of the callout. 

Example: a Customer located 30 minutes from the shop will be charged €40 + €45 = €85. Flat tires are not covered by the Damage Waiver. 

​

12. Negligence 

Full liability applies in cases of negligence, including but not limited to: 

• Failure to lock the bicycle to a fixed object 

• Leaving the bicycle unattended without proper security 

• Use in prohibited conditions 

• Ignoring safety instructions 

 

13. Breakdown & Repairs 

• Any issue must be reported immediately 

• The Customer must not carry out repairs without approval 

• Unauthorized repairs will not be reimbursed 

• VIVELO may offer assistance or replacement at its discretion 

 

14. Liability 

• Cycling involves inherent risks 

• The Customer is responsible for any injury or damage caused while using the bicycle 

• VIVELO is not liable for accidents, injuries, or damages arising from use of the bicycle, except in cases of proven defect or gross negligence attributable to VIVELO 

 

15. Fines & Violations 

• The Customer is responsible for all fines or penalties incurred during the rental period 

• VIVELO may charge an administrative fee for processing fines 

• Fines may be charged to the payment card on file within 30 days of the rental end date 

 

16. Cancellation Policy 

• Free cancellation by Customer up to 24 hours before the start time 

• Within 24 hours: non-refundable 

• No-shows: non-refundable 

• If VIVELO cancels a confirmed booking for any reason within its control, the Customer will receive a full refund. If a substitute bicycle of equivalent or greater value is available and accepted by the Customer, no refund will be due. 

 

17. Weather 

Weather conditions do not qualify for refunds. 

​

18. Data Protection 

Personal data including name, ID details, contact information and payment data is processed in accordance with GDPR. This data is used solely for rental administration, identification, and debt recovery where applicable. ID images are deleted within 30 days of the end of the rental period unless a dispute is ongoing. Payment data is retained for up to 30 days after the rental end date and then deleted. Customers may request access to or deletion of their personal data by contacting info@vivelobikes.com. 

​

19. Governing Law 

• These terms are governed by Spanish law 

• Any disputes shall be subject to the jurisdiction of the courts of Valencia, Spain 

 

RENTAL AGREEMENT — CUSTOMER CONFIRMATION 

By renting bikes at VIVELO BIKES, the Customer confirms that they have read, understood, and agree to the VIVELO Bikes Terms & Conditions in full, including all liability clauses, the damage price list in Appendix A, and the payment authorization in Section 4.