Our Services

Refund and Cancellation Policy

At Imfilo Arisaig E-Bike Adventures , we pride ourselves on offering a smooth, no-nonsense

rental experience. This policy outlines how we handle cancellations, refunds, and mechanical

issues, with fairness and clarity at the core.

1. Communication

We believe in honest, respectful communication. If you experience an issue, please bring it to our attention immediately. Most problems can be resolved quickly when addressed in the moment.
Issues reported only after the rental has ended may affect refund eligibility or goodwill credits.

2. Before You Ride

All renters receive a brief orientation and are invited to inspect the e-bike and ask questions before riding.
Accepting the bike and starting the ride means you agree that it is in acceptable condition. Later complaints about unreported issues will not be considered grounds for refund.

3. Mechanical Issues During Rental

Minor issues like dropped chains or shifting quirks are part of standard e-bike operation and do not qualify for a refund.
If a significant mechanical problem prevents use, we will do our best to supply a replacement promptly.
Time spent waiting for a replacement does not automatically entitle the rider to a refund, unless no alternative was possible.
Refunds will not be issued after a full or nearly full rental has been completed.

4. Electrical System Use

E-bikes are pedal-assist only — they are not scooters. Riders must pedal and shift appropriately.
Overheating motors due to gear misuse or over-assist (common on hills or under load) may shut down temporarily. This is a safety feature, not a defect.
These occurrences are not considered mechanical failures and are not eligible for refunds.

5. Cancellations

Cancellations made more than 24 hours in advance are generally eligible for a full refund, excluding payment processing fees.
Same-day cancellations are not refundable, especially for group bookings.
In cases of severe weather, force majeure, or inability to provide a replacement bike, we will issue a full refund for affected bikes.
If the customer declines a reasonable alternative or chooses to abandon the ride, refunds are not guaranteed.

6. Weather

We are flexible with rescheduling or offering credits in clearly unsuitable weather.
Refunds due to weather are not automatic and will not include payment processing fees.

7. Customer Availability and Conduct

Customers must remain reachable during rentals. Unresponsiveness during time-sensitive situations may affect eligibility for refunds.
Aggressive or abusive behavior may result in immediate termination of the rental with no refund.
Customers must not operate an e-bike while under the influence of alcohol, cannabis, or any other impairing substance.

8. Other Conditions

Switching bikes due to preference, asking for unplanned pickups, or rejecting courtesy advice are not grounds for refund.
Refunds are processed per unit rented, not per group.
Bookings made on behalf of others are the responsibility of the person who booked.
Complaints about basic cycling skills (e.g., shifting gears) are not valid grounds for refund.

10. Timing of Refunds

Approved refunds are typically processed within 7 business days, but may take up to 10–15 business days to appear, depending on your provider.
Refunds may not always return via the original payment method. We may request bank details for manual refunds.

11. No Refunds Will Be Issued For:

We are fair, flexible, and responsive when treated with respect. This policy exists to set clear

expectations for all customers. If you have questions, email info@imfiloarisaig.com and we’ll

be happy to help.

eBike Rental 1 hr