Cancelation Policy

1 Prior to adding any product to the cart or completing a booking transaction on Livelo’s website, the Hirer is required to acknowledge and accept Livelo’s published Terms and Conditions, including this Cancellation and Refund Policy. The online booking system prevents checkout until this acknowledgement has been made. By accepting these Terms, the Hirer confirms their understanding and agreement to Livelo’s cancellation and refund conditions.

2 Livelo reserves the right, in its absolute discretion, to cancel a Hire at any time, whether for safety reasons or any other reason. In such cases, Livelo may, at its discretion:

(a) re-schedule the Hire at the Hirer’s convenience;

(b) issue a refund voucher to the Hirer (for purchases made through a third-party Reseller); or

Livelo shall not be liable for any additional loss or damage (including travel or other out-of-pocket expenses) relating to such cancellation. For purchases made through a Reseller, that Reseller is responsible for redeeming the refund voucher and making any reimbursement to the Hirer.

3 A Hirer who wishes to cancel their own booking must notify Livelo via email to ride@livelo.bike at least 48 hours before the start of the rental period (midnight on the day the rental starts). Written confirmation from Livelo approving the cancellation must be received for the cancellation to be valid.

4 Livelo may, at its discretion, offer to transfer a booking to another date instead of cancellation.

5 If a Hirer elects to cancel the booking rather than reschedule, the following applies:

(a) 30+ days’ notice: 85 % refunded to the credit card used, 15 % issued as Livelo store credit.

(b) 7+ days’ notice from rental start date: 75 % refunded to the credit card used, 25 % issued as Livelo store credit.

(c) More than 72 hours’ notice from rental start date: 50 % refunded to the credit card used, 50 % issued as Livelo store credit.

(d) Within 72 hours of rental start day: No refund.

6 Event Bookings

Event bookings are any bike hire bookings placed for events listed under “Event Bike Rental” menu on Livelo’s website. Any bookings placed in a location duration the described event are considered Event Bookings for the purposes of this policy. If you wish to seek clarification as to the event bookings status of your rental, please contact Livelo at ride@livelo.bike.

For Event Bookings the following conditions apply:

(a) 8 weeks or more notice from rental start date: 50 % refunded to the credit card used, or 100 % issued as Livelo store credit valid for 24 months from the original booking date.

(b) 3 weeks or more notice from rental start date: 20 % refunded to the credit card used, or 100 % issued as Livelo store credit valid for 24 months from the original booking date.