Frequently Asked Questions

Hiring a Bike & Go

• What type of bike is the Bike & Go bike?

  Bike & Go bikes are great for getting around – they are smart, practical and hardwearing. They have 11 amazing features including luggage carriers, integrated locks, chain and mud guard and many more. Click here to learn all about the features of a Bike & Go.

• Where can I hire a Bike & Go bike?

  There are 70 Bike & Go locations across the UK and as a Bike & Go member you will have access to all of them. Click here to see a full list of Bike & Go locations.

• Can I bring the bike back to another station?

  Yes, once you have hired a bike you can return it to any participating station free of charge. Click here to see all participating stations.

• Can I bring the bike back after closing time?

  At most stations, bikes can only be returned before ticket office closing time, usually the departure time of the last train. Some stations have a drop box where keys can be securely deposited outside of opening hours. These can be found next to the bike storage locations. Your rental period will only stop when the ticket office re-opens and keys are collected, so remember to check ticket office opening times.

• Can I keep the bike overnight?

  Yes, you can keep the bike for up to 72 hours. The bikes are also equipped with integral locks so you can securely lock the bike up to an immovable object.

• Can I hire a bike for longer than 24 hours?

  Yes, you are welcome to use the bike for a single period of up to 72 hours. You will be charged £3.80 for every 24-hour hire period.

• What if I don’t return the bike within 72 hours?

  You will be charged a late fee of £7.50 for each additional 24-hour period that the bike is not returned. If the bike is not returned within 7 days, you will be charged £400.00. This charge is in addition to the late fee and the daily rental charge accrued, but will be refunded if you return the bike to the station. For more information, please refer to our terms and conditions.

• Can I sign up to Bike & Go if I live outside the UK?

  Yes. When you register online you immediately receive a welcome email with a membership number. Simply show this email on your tablet/phone or printed to the staff at the ticket office. You do not need your membership card.

• Can I reserve a bike?

  It’s not possible to reserve a bike but you can check live availability on the location pages. We try to match supply and demand of bikes at our stations so normally there should be enough bikes available at each station. However, if you are with a big group please contact us on [email protected] to see if we can make arrangements for you.

• Do I have to wait for my membership card to hire a bike?

  No. When you register for Bike & Go you will immediately receive a welcome email. Simply show this email on your tablet/phone or printed to the staff at the ticket office. Your membership card will then arrive in the post. 

• What are the age restrictions?

  To register as a Subscription Holder, you must be 18 years or over, however the card holder (Card holder – is either the Subscription Holder and/or the person authorised by the Subscription Holder to rent a Bike & Go bike) needs to be aged 16 years or over.

Using a Bike & Go

• What if the bike is damaged when I collect it?

  You should always do a quick bike pre-check before you ride away. If the bike is damaged, report this to station staff, who will give you a new key for a different bike without any extra charge.

• What if the bike is lost or stolen?

  You should report this as soon as you possibly can by contacting us on [email protected] or letting us know within your Bike & Go account. Provided the bike was securely locked with the locks supplied, and you are able to return the key and provide a crime reference number, you are only liable for an excess of £50.00. If not, you may be responsible for a replacement fee of £400.00. For more information, please refer to our terms and conditions.

• What if the bike is damaged while in my possession?

  If possible, return the bike to the station where it was originally hired. Always notify station staff and report it by contacting us on [email protected].

• Do I need to wear a helmet?

  We recommend that you consider wearing a helmet, but this is not a legal requirement in the UK.

• What if I lose my key?

  Return the bike to the station where it was originally hired, and report it by contacting us on [email protected]

My Bike & Go account

• What payment methods are accepted?

  The following payment cards are accepted:

  

• What if I lose my Bike & Go Card?

  Please report it by contacting us on [email protected] or by logging in to your Bike & Go account. We will issue a new card and a replacement fee of £5.00 will be charged.

• How is my account debited?

  The credit or debit card you used to register is debited one or two months following your rental for all rentals over that period. You can log in to your Bike & Go account at any time to view your rental and payment history.

• How do I change my payment details?

  To change your payment card details you need to log in to Worldpay here. You will have received log in details from Worldpay when you registered for Bike & Go from [email protected] . If you need any assistance please contact us on [email protected].

• How do I change my customer data?

  Log in to your Bike & Go account to view and edit your personal details. Click here to log in.

• Who should I contact if I have further questions or comments?

  We welcome your feedback – please contact us on [email protected]. Alternatively, you can call our Customer Relations team on 0151 555 1111. The office is open Monday to Friday, from 09:00 to 16:00hrs (an answerphone is available outside of these hours).