Here are answers to some questions about the Fife Easy E-Bikes subscription service. If you have a question that isn’t covered here, please get in touch.

General questions

Cancellation

Servicing, repairs and damage

Theft and loss

General questions

How much does a subscription cost?

Our subscription fee begins at £50 a month for folding Raleigh Stow-e-way e-bike to £70 a month for a Ridgeback hybrid bikes and Lapierre Overvolt HT5.4 hardtail mountain bikes. Subscriptions entitle you to use the bike for social, domestic and commuting use with full support from our service team.

How long can I have the e-bike for?

One month subscriptions, paid monthly in advance. Fife Easy E-Bike subscribers are entitled to an e-bike, cycling training, priority repairs and insurance. Check the full service Terms and Conditions (to be written). You can subscribe for as long as you like.

What areas do you cover?

Subscribers must live in Fife. You can take your e-bike anywhere in the UK.

How can I get in touch?

You can email the Fife Easy E-bikes team on info@langtouncycles.org.uk, phone us on 01592 328920 or come into the shop during opening hours. Our address is Lang Toun Cycles, 245 High Street, Kirkcaldy, KY1 1JF.

How do I pay?

Setting up your payment is easy and secure. It’s part of the signup process on our website.

Payments are taken through Paypal on a monthly basis from the day your bike subscription starts until you tell us you want to cancel and the e-bike is returned to us. Our privacy policy ensures the safety and privacy of your information.

Do I have to sign a fixed term contract?

No. We offer a rolling monthly subscription. This means you have the flexibility to return the bike and cancel the subscription whenever you wish. Once you have told us you want to cancel and the e-bike is returned you will not be charged for any more months. We will not refund any payments that have already been made so please make sure to cancel your subscription and return the bike as close as possible before the renewal date to get maximum value.

Will I own the e-bike?

This is not a hire purchase or finance agreement. The e-bike remains the property of Greener Kirkcaldy throughout, regardless of the length of the subscription.

Can I buy the e-bike when I return it?

At the end of your subscription, the e-bike will be returned to the range of available to other subscribers. If you want to purchase the same model we can arrange one for you at full retail price.

Cancellation

Can I cancel at any time?

You can cancel the subscription whenever you wish. Once notification is made and the e-bike is returned you will not be charged again.

We will not refund any payments you have already made. Please cancel and return the bike as close as possible before the renewal date to get maximum value.

Servicing, repairs and damage

How often should I get the e-bike serviced?

This depends how much you use the e-bike. Generally, we recommend bringing the e-bike back to us for FREE service checks every three months.

If you get the e-bike serviced or repaired elsewhere:

  • This must be carried out by a qualified mechanic with certification in the relevant e-bike systems.
  • You are responsible for the cost of getting the bike services or repaired elsewhere
  • You MUST produce receipts for any work carried out on request.
  • We will NOT refund any costs incurred by getting the bike serviced or repaired elsewhere.

What counts as “general wear and tear?”

It’s normal for some parts to stop working or make noise over time. General wear and tear includes:

  • Punctures
  • Bad brakes
  • Broken chains
  • Ripped saddles
  • Broken spokes
  • Gear issues

We cover minor repairs and general wear and tear without any quibbles. We will prioritise these to get you back on the e-bike as soon as possible.

Significant accidental damage is covered by insurance and it may take more time to resolve. We will try to supply you with a substitute as soon as possible.

Damage due to deliberate abuse or negligence will result in the cancellation of your subscription and you will be charged for the cost of repair.

Something is wrong with the e-bike, how do I get a repair?

No problem! Just let us know and bring the bike to the shop as soon as you can. We will prioritise your repair and get you cycling again as soon as possible.

To arrange a repair:

  1. Call or email the shop with some information about the problem. If possible, please send pictures to help our mechanics diagnose the issue quickly.
  2. Arrange a convenient time to drop the bike off to us.
  3. We aim to resolve the issue within 48 hours. If the e-bike can’t be fixed within this time, we’ll aim to replace it with a substitute until the original is replaced (subject to availability).

If you are unable to bring the bike to us, we can arrange collection in exceptional circumstances. This collection service may incur additional charges.

What if the bike gets damaged?

  • Minor repairs and general wear and tear are covered by the priority servicing and repair agreement.
  • Significant accidental damage is covered by insurance once sufficient information is provided.
  • Damage resulting from deliberate abuse or negligence will result in the cancellation of your subscription and additional charges for repair.

Theft or loss

What if the e-bike is stolen?

It’s important to take steps to lower the risk of theft.

  • Always use the insurance approved Sold Secure Diamond level lock provided when you leave e-bike unattended.
  • Keep the e-bike in a secure place overnight (for example in your home, a locked garage, secure shed or storage cupboard).

In the unfortunate event that your e-bike is stolen, please contact us immediately. We understand this can be a difficult situation but we are here to help you. 

  1. Take pictures of the crime scene, including the cut lock if it is still present or the area that has been damaged to acquire the stolen bike.
  2. Get in touch with the police on 101 to report the crime. Be as detailed as possible and take note of the crime report number.
  3. Please email or call us to report the theft as soon as possible.
  4. We will be in touch and request the crime report number and may some ask questions about the bike theft.
  5. After the police report has been completed and all satisfactory steps are met, a new bike will be registered and assigned to you.

Note: unless the bike is recovered, we will only be able to cover you against theft once.

Important

Please note:

We have the right to refuse a replacement bike if they believe the bike was lost due to negligence.
We may also pursue criminal charges against a subscriber if they are implicated in the theft of the bike.

What if I lose the key for the lock or the e-bike?

Don’t worry, we’ve got you covered. We retain a copy of the key to your lock and your e-bike, ensuring your bike can be unlocked if necessary.

We can supply a new key for a fee of £15 per key, which covers the cost of cutting new keys. If you find the original keys, please let us know right away and return them to us. We will refund the cost of cutting the new key.

What if I lose or damage any of the accessories?

Unfortunately, our insurance does not cover damage or loss of the accessories we have supplied that are not an original part of the e-bike. You will be charged replacing these on a like-for-like basis.