Rental Changes, Cancellations, Refunds & Safety Policy

Effective Date: July 20, 2026

Napatree Bikes is a delivery-based bicycle rental company. We want every customer to receive a bicycle that is safe, appropriate for the intended rider, and ready to enjoy.

Please review this policy before placing your reservation. By booking and accepting delivery, the customer agrees to the following terms.

1. Cancellations and Date Changes

Cancellations Made at Least 24 Hours Before Delivery

Customers may cancel a reservation at least 24 hours before the scheduled delivery without a cancellation fee.

If payment has already been made, the amount paid will be refunded in full.

Cancellations Made Less Than 24 Hours Before Delivery

Cancellations made less than 24 hours before the scheduled delivery are subject to a $50 cancellation fee.

If the reservation has already been paid, Napatree Bikes will deduct the $50 fee and refund the remaining balance.

Changes to Rental Dates

Customers who need to change their delivery or rental dates should contact Napatree Bikes as soon as possible.

Amounts already paid may be applied as a credit toward a rescheduled rental. All date changes are subject to bicycle availability and delivery scheduling. We cannot guarantee that the same bicycles or accessories will be available on the new dates.

After Delivery

Once bicycles have been delivered, the reservation is nonrefundable except when a refund is specifically permitted under the safety, defect, child-bike, or helmet provisions below.

No refund is provided because a bicycle was unused, used less than expected, returned early, or was no longer wanted after delivery.

2. Discounts and Promotional Pricing

Any discount or promotional offer must be applied before payment and delivery unless Napatree Bikes expressly agrees otherwise.

Discounts cannot be applied retroactively after the bicycles have been delivered. Promotional offers may be subject to their own eligibility requirements, dates, availability, and other stated restrictions.

When a refund is authorized, the refund will be based on the amount actually paid for the affected bicycle or accessory after any discounts. A refund will not exceed the amount paid.

3. Choosing the Correct Bicycle

Customers are responsible for providing accurate information about each intended rider.

When placing a reservation, please provide:

• The actual rider’s age and height;
• Whether the bicycle is for an adult, teenager, or child;
• Any relevant sizing or mobility concerns; and
• Any request for a child seat or other child-related equipment.

An adult bicycle should not be ordered for a child without first discussing the child’s age and height with Napatree Bikes. A bicycle that is appropriate for one rider may not be safe or comfortable for another rider of a different size.

The customer must not transfer a bicycle to a different rider when that rider cannot safely mount, dismount, balance, pedal, steer, or reach and operate the brakes.

4. Incorrect Size or Undisclosed Rider Information

Customers should inspect the size and fit of each bicycle before riding.

If a customer orders the incorrect size, provides inaccurate information, or does not disclose that an adult bicycle is intended for a child, Napatree Bikes will make a reasonable effort to provide a more suitable bicycle.

There is no fee for an approved bicycle swap. However:

• All swaps are subject to availability;
• Immediate or same-day delivery is not guaranteed;
• A particular model, style, or color is not guaranteed; and
• No refund or credit will be provided if a suitable replacement is unavailable.

Napatree Bikes is a delivery-based business, and replacement visits must be coordinated with existing delivery routes and staff availability.

5. Child-Bike Recommendations

Customers are encouraged to contact Napatree Bikes before booking a child’s bicycle.

When a customer provides accurate height and age information and Napatree Bikes recommends a bicycle based on that information, we will make a reasonable effort to exchange the bicycle if it does not fit the child safely.

If Napatree Bikes made the sizing recommendation and no suitable replacement is available, Napatree Bikes may provide a refund equal to 50% of the rental fee for the affected child’s bicycle.

This partial-refund provision does not apply when inaccurate or incomplete information was provided or when the customer independently selected the bicycle without consulting Napatree Bikes.

6. Bicycle Safety Issues and Material Defects

Customers must inspect each bicycle before use and remain alert for safety or mechanical concerns throughout the rental.

If a bicycle appears damaged, develops a mechanical problem, or may be unsafe:

1. Stop using the bicycle immediately.
2. Do not allow another person to ride it.
3. Do not attempt to repair, disassemble, or modify it.
4. Contact Napatree Bikes immediately.
5. Follow any instructions provided by Napatree Bikes.

Napatree Bikes may request photographs, video, or additional information to evaluate the problem.

When a bicycle has a genuine safety issue or material defect, Napatree Bikes will arrange to repair or replace the affected bicycle as promptly as reasonably possible. Immediate or same-day onsite service cannot always be guaranteed.

If Napatree Bikes cannot repair or replace the defective bicycle, the customer will receive a full refund of the rental fee paid for that bicycle only. Other bicycles and accessories included in the same reservation remain nonrefundable unless they are also affected.

A sizing preference, comfort preference, cosmetic condition that does not affect safe operation, or problem caused by an accident, misuse, unauthorized repair, improper transportation, or failure to follow instructions is not considered a material defect.

7. Helmet Policy

Napatree Bikes provides bicycle helmets with its rentals. Helmets are required for all riders under 18 and for any other rider required to wear one by applicable law. We strongly recommend helmets for every rider, regardless of age.

Customers may also use their own properly fitting, bicycle-certified helmets.

Checking Helmet Fit

The responsible adult must inspect and fit each helmet before the rider uses the bicycle.

A helmet must:

• Fit securely on the rider’s head;
• Sit in the proper position;
• Remain secure when the rider moves their head;
• Have straps and a buckle that fasten correctly; and
• Be free from visible damage.

A child’s age alone does not guarantee that a particular helmet will fit. Head sizes and shapes vary. Napatree Bikes may provide more than one helmet option for a child when practical, but the supervising adult remains responsible for confirming the final fit before the child rides.

Damaged or Improperly Fitting Helmets

Do not use a helmet that:

• Is cracked, crushed, or visibly damaged;
• Has broken or damaged straps;
• Cannot be buckled;
• Will not remain securely positioned; or
• Does not fit the rider properly.

If a provided helmet is damaged or does not fit safely, the rider must not use the bicycle. Contact Napatree Bikes immediately.

Napatree Bikes will make a reasonable effort to provide another helmet. Because we are a delivery-based business, an immediate or same-day replacement cannot be guaranteed.

The customer may also purchase a properly fitting, CPSC-compliant bicycle helmet locally. Napatree Bikes may reimburse the customer for the purchase when:

• Napatree Bikes approves the purchase and reimbursement amount in advance; and
• The customer provides a receipt.

Do not assume that any helmet purchase will be reimbursed without first receiving approval from Napatree Bikes.

If a properly fitting helmet cannot be obtained through a replacement, an approved local purchase, or a customer-owned helmet, the rider must not use the bicycle. If the affected bicycle has not been used, Napatree Bikes will refund the rental fee paid for that bicycle.

No customer should allow a child or other legally required rider to use a bicycle while waiting for a replacement helmet.

8. Child Seats

Customers must inspect a child seat before use and ensure that it is securely attached and appropriate for the child.

Do not use a child seat that appears damaged, loose, unstable, incomplete, or improperly attached.

Contact Napatree Bikes immediately and do not place a child in the seat or ride the bicycle until Napatree Bikes has evaluated the issue.

Napatree Bikes will make a reasonable effort to repair or replace a defective child seat. If we cannot provide a safe replacement, we will refund the amount paid for the affected child-seat rental.

Parents and supervising adults are responsible for following all instructions, securing the child properly, observing applicable age and weight restrictions, and ensuring that the child wears a properly fitting helmet.

9. Baskets and Locks

Baskets and locks are complimentary accessories. They are provided at no additional charge and do not have a separate refundable value.

Customers should notify Napatree Bikes if a basket or lock is missing, damaged, or unusable. We will make a reasonable effort to provide a replacement, subject to availability and delivery scheduling.

Replacement baskets and locks are not guaranteed. Because these items are complimentary, a missing, damaged, or unavailable basket or lock does not qualify the reservation for a refund, discount, or credit.

10. Availability and Replacement Deliveries

Napatree Bikes does not operate a walk-in storefront. Bicycles and accessories are delivered and collected according to scheduled routes.

Although we will respond to reported problems as promptly as reasonably possible, we cannot guarantee that an employee will be able to return immediately or provide same-day replacement service.

Customers must stop using any bicycle, helmet, child seat, or other equipment that may be unsafe while waiting for instructions, repair, or replacement.

11. Customer Responsibility

The person making the reservation is responsible for:

• Providing accurate rider information;
• Reviewing the bicycles and accessories at delivery;
• Ensuring that each bicycle is appropriate for its intended rider;
• Ensuring that helmets fit and are securely fastened;
• Supervising all minor riders;
• Preventing use of equipment that may be damaged or unsafe;
• Contacting Napatree Bikes promptly when a problem is discovered; and
• Following all safety instructions provided by Napatree Bikes.

Nothing in this policy authorizes a customer to continue using equipment that may be unsafe.

12. Contacting Napatree Bikes

Report safety concerns, defects, sizing problems, or requested reservation changes as soon as possible using the contact information provided in your reservation confirmation.

Please include:

• The name on the reservation;
• The delivery address;
• The bicycle or accessory affected;
• A description of the issue; and
• Photographs or video when available.

This policy supplements the Napatree Bikes rental agreement, customer acknowledgments, and any applicable waiver. Nothing in this policy limits any right or responsibility that cannot legally be limited.