Rental Terms & Conditions

These terms and conditions form the agreement between you (the customer) and GoZoom regarding the rental of our cargo bikes and any associated equipment.

1. Rental Agreement

This agreement is made between you and GoZoom, the provider of the cargo bike as specified in your rental agreement form. Please read this document and your rental agreement form carefully.

2. Rental Period & Daily Return

You are responsible for the cargo bike and any additional items for the entire duration of your rental.

• You must keep all items safe from damage, loss, or theft, use them appropriately, and avoid misuse or excessive wear and tear.
• Any theft, loss, or damage to the cargo bike or extras during your rental is your full financial responsibility.
• For multi-day rentals, you must return the cargo bike to GoZoom at 12 Clarges Street, W1J 8AE by the end of each business day (5pm, Monday to Friday), regardless of circumstances. The bike may not be kept at your accommodation or any other location overnight. You may collect it again the next morning during business hours (9am to 5pm, Monday to Friday).
• The cargo bike must be returned during our business hours to a GoZoom staff member at the agreed location. If you return the bike outside business hours or before it has been checked in, you do so at your own risk and remain responsible until it is officially checked in.
• Reservations must be made at least 24 hours in advance.
• The cargo bike and any optional extras must be returned in the same condition as when provided, allowing for reasonable wear and tear.
• Please inspect the cargo bike and any extras before leaving our premises. If you notice any damage not previously recorded, please ask us to document or address it before your rental begins.

3. Costs & Security Deposit

You are required to pay the amounts specified on your Rental Agreement Form, including any optional extras for the rental period. All prices include VAT. Rental fees and the security deposit are collected via Stripe. GoZoom does not store your full card details.

• A refundable security deposit is charged at checkout. The amount is shown during booking. The deposit is returned in full once the bike and all keys, locks, and extras are returned in acceptable condition and on time.
• You must pay for any extension of the rental period, including late returns of the cargo bike or extras. Late returns will incur a £10.00 fee per hour.
• You are fully liable for the cargo bike and any extras from the moment they are handed to you until they are officially checked in on return. This includes full financial responsibility for theft, loss, or damage — with no cap and no exceptions.
• If any keys are lost (including keys for the bike, battery, and supplied locks), you will be charged a flat fee of £200.00 to cover replacement and re-keying.

4. Use of the Cargo Bike

You must exercise reasonable care and skill when using the cargo bike and any extras. The bike must be used in accordance with the law, including the Highway Code, and only for lawful purposes.

Locking requirements: We provide a D-lock, a motorcycle security chain lock, and the bike has a standard lock fitted. Whenever the bike is not in use, you must secure it with all three locks — the standard bike lock, the D-lock, and the chain lock. Failure to use all three locks does not reduce your liability if the bike is stolen.

• Any punctures that occur during your rental are your responsibility to repair. You should notify us if a puncture occurs during your hire period as we might be able to assist you with a replacement.
• If you experience any faults with the cargo bike or extras during your rental, please contact us immediately so we can address the issue if it is a manufacturing fault, or return the bike to the agreed location for assessment.

5. Cancellation & Refunds

You may cancel a confirmed booking by contacting us at hello@gozoom.uk. Refunds depend on how much notice you give before your first booked rental date.

• Full refund: if you cancel at least 2 full calendar days before your first booked rental date. For example, if your rental starts on Friday, you must cancel by the end of Wednesday at the latest.
• No refund: if you cancel with less than 2 full calendar days' notice before your first booked rental date.
• Approved refunds are returned to your original payment method via Stripe. Processing times depend on your bank or card issuer.
• Cancelling a booking does not affect your liability for any amounts already due under these terms.

6. Unused Days

If you return the cargo bike and any extras before your rental period ends, you will not receive a refund for unused days.

7. Accidents, Theft, and Damage

Thefts do happen. GoZoom does not provide separate insurance. For theft or loss, your responsibility is the same as if you owned the bike: you are liable for the full replacement cost, with no cap and no exceptions. You will also forfeit your security deposit.

If the cargo bike or any extras are damaged during your rental, you are liable for the full repair or replacement cost. You will also forfeit your security deposit.

You must notify both the police and GoZoom within 24 hours if the cargo bike is stolen, involved in an accident (including a collision with a car or other vehicle), or sustains any damage, even if no third party is involved.

• Damage (including road accidents): If the cargo bike is damaged — for example in a car accident, collision, fall, or any other incident — you will forfeit your security deposit and be charged for the cost of repair. If a satisfactory repair is not possible, you will be charged for a replacement cargo bike at full cost.
• Theft or total loss: If the cargo bike or any extras are stolen or lost, you will forfeit your security deposit and be charged the full replacement cost.
• In the event of theft, you must provide a police crime reference number. In the event of an accident, you must provide an accident reference number where applicable.
• You remain liable for the full replacement or repair cost even if the theft or damage was not your fault, was caused by a third party, or occurred while all three locks (the standard bike lock, D-lock, and chain lock) were properly in use.
• GoZoom will charge your payment card via Stripe (or pursue payment by other means) for all amounts due, including forfeited deposits, repair costs, and replacement costs.
• A copy of your photo ID will be taken as security at the start of your rental.

8. Payments & Third-Party Services

To operate bookings and payments, GoZoom uses trusted third-party services. By booking with us, you acknowledge that your data may be processed by these providers as described in our Privacy Policy.

• Stripe — processes rental payments and security deposits. Card details are handled by Stripe; GoZoom does not store your full card number. See Stripe's Privacy Policy.
• Google Calendar — booking dates and basic customer details (such as name and email) are recorded in our calendar to manage availability and reservations.
• Resend — sends booking confirmation emails to you.
• Google Analytics — used on our website to understand how visitors use the site. See our Privacy Policy for details.

By completing a booking, you authorise GoZoom to charge your payment card (via Stripe) for the rental fee, security deposit, and any additional amounts due under these terms, including repair, replacement, key replacement, and late-return charges.

By signing the rental agreement, you agree to all the terms outlined above. You also authorise GoZoom to charge your payment card for any costs incurred during your rental period.

I confirm that I have read and understood the rental terms and the rental agreement form. I acknowledge and agree that GoZoom may charge my account for any costs arising from late returns, neglect, lost keys, or in the event of damage, loss, or theft — including forfeiture of my security deposit and the full replacement or repair cost of the cargo bike and any extras, with no cap and no exceptions. I understand that thefts do happen and that I am responsible for theft or loss as if I owned the bike. For multi-day rentals I must return the bike to GoZoom each evening. Whenever the bike is not in use I must secure it with all three locks: the standard bike lock, the D-lock, and the chain lock.