REFUNDS / CANCELLATION / LATE RETURN POLICY.

At Copper Trails Bike Hire we understand there are times when our customers are not able to keep their bookings due to personal or COVID-related issues.  We therefore will look at each individual circumstances.  Notwithstanding, the following is a guide to our policy for cancellations and refunds.

Hiring of Bikes

CANCELLATIONS 48 HOURS PRIOR TO BOOKED DATE:  A credit voucher or full refund minus the booking/credit card fee is available if you contact us (in store or by phone) and cancel a booking more than 48 hours before the commencement of the booking date/ time.

CANCELLATIONS LESS THAN 48 HOURS PRIOR TO BOOKED DATE:  No refund is available if a booking is cancelled less than 48 hours before the commencement of the booking date/ time. We will happily reschedule or issue you a hire credit voucher if you contact us before close of business on the day before the booking commencement.

INCLEMENT WEATHER:  No refund is available due to weather conditions. 

LATE FEES FOR BIKES RETURNED AFTER SCHEDULED RETURN TIME:  All Bikes are due back in store at the scheduled time on the day of hire.  Late fees apply for bikes returned after the agreed hire time.  A fee of $20 for each 30-minute period will be charged, unless an extension has been agreed upon prior to scheduled return time.

Sales, Parts, and Accessories

 We are not required to provide a refund or replacement if the customer changes their mind. But they can choose a refund or exchange if an item has a major problem. 

This is when the item:

·           has a problem that would have stopped someone from buying the item if they had known it

·           is unsafe

·           is significantly different from the sample or description

·           doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

They will need to keep their proof of purchase – e.g. receipt, bank statement.

All new bike sales are covered under their respective warranties.

LAST UPDATED: January 2024