Replacement bikes
The five working day promise.
A replacement arrives within five working days of us receiving your police reference.
What arrives
The same plan and the same size as the bike you lost. If we cannot match it exactly from the city fleet, we will say what we can send and when the right one would arrive, and let you choose.
Your subscription
It carries on. The price does not change and the clock on your minimum term does not restart.
The lock in the app
The new bike replaces the old one on your app account when it is handed over. The stolen bike stays marked stolen and cannot be unlocked.
More in Theft and cover
Still stuck? Talk to us.