Frequently Asked Questions (FAQ)

Shimano E-Bike STEPS Error W013/W103/W106
Getting an error at startup? This usually means the system detected pressure on the pedals during power-up. Just switch the bike off, take your foot off the pedal, and power it back on. Easy fix!

1. How do I hire a bike from Destination Dover?

To hire a bike, download the Destination Dover Bike Hire App from the Apple Store or Google Play. Once registered, you can use the App to find available bikes at our Stations. Unlock a bike by scanning the QR code or entering the bike's ID number manually.

2. What types of bikes are available?

We offer both manual and electric bikes. Choose based on your preference and the type of ride you're planning.

3. What are the costs associated with hiring a bike?

We have two main payment options:

Pay-As-You-Go:

  • Manual Bikes: £5 for the first hour, then £2 per half hour.

  • Electric Bikes: £7 for the first hour, then £3 per half hour.

Explorer Pass: A day pass for unlimited riding, which must be used within 30 days of purchase.

Other Promotional Passes: Where applicable and from time to time, other promotional passes can be activated or purchased from us directly and will be available for use immediately.

4. Is there a deposit required?

Yes, we require a £7 to start a bike ride or a pre-authorisation deposit: £40 for manual bikes and £56 for electric bikes. This is a temporary hold on your card to cover potential charges and is released after the bike is returned.

5. Can I hire more than one bike at a time?

Yes, you can hire up to four bikes at a time. However, you must ensure that each additional rider is aware of and agrees to the hire agreement terms.

6. What happens if I return the bike late?

Bikes must be returned within 12 hours. Late returns may incur the maximum day rate for bike hire: £33 for Manual bikes and £49 for Electric bikes. In some exceptional cases may incur a replacement fee: £1295 for a manual bike and £3650 for an electric bike.

7. What should I do if the bike gets damaged or stolen?

Immediately report any damage or theft to our customer support team via the contact details in the App or on our website. Please do not attempt any unauthorised repairs.

8. Are helmets provided?

We encourage all riders to wear helmets for safety, but we do not provide them. Please bring your own helmet or rent one locally.

9. What if there's a problem with the bike during my ride?

If you encounter any issues, please report them through the App or contact our customer support. We strive to maintain our bikes in top condition, but your feedback helps us improve our service.

10. Is there a minimum age requirement for hiring a bike?

Yes, all riders must be at least 18 years old.

11. How do I pay for the bike hire?

Payments are processed through the App using a valid credit or debit card. You can also top up your in-app wallet for a smoother rental experience.

12. Can I cancel my booking?

Once the hire period starts, no refunds are issued. Please plan your ride accordingly.

13. What if I have an emergency while using the bike?

In an emergency, contact local emergency services immediately. For other issues, our customer support is available to assist you.

14. Are there any restrictions on where I can ride the bikes?

Yes, certain areas are restricted for riding. These areas will be indicated in the App. Please respect local traffic laws and avoid prohibited zones.

15. How is my personal data handled?

Your data is handled according to our Privacy Policy, which you can find on our website. We use your information to manage your account and provide our services.

16. What should I do if I experience issues with the App?

For any technical difficulties with the App, please contact our customer support team for assistance.

17. What happens if there are no available bike spaces at the Station when I want to return the bike?

If a Station is full, please notify us via the App or customer support. Follow any instructions provided to ensure the bike is returned safely.

18. How can I contact customer support?

You can reach our customer support team through the contact information provided in the App or on our website. We are here to help with any queries or issues you may have.

We hope this FAQ helps you enjoy a smooth and enjoyable experience with Destination Dover Bike Hire!

Acknowledgement of Safety and Risk

Cycling carries inherent risks, particularly when undertaken on public roads and shared spaces. To help minimise these risks, please adhere to the following safety guidelines:

  • Helmet Use: For your safety, we strongly recommend wearing a helmet while using our bikes. Please note that Destination Dover does not supply helmets.

  • Compliance with Local Laws: You are required to follow all applicable traffic laws and regulations, including respecting rights of way and designated cycling routes.

  • Assumption of Risk: By hiring a bike, you acknowledge that cycling involves risks, including the possibility of accidents resulting in injury. Destination Dover is not liable for hazardous riding conditions, such as poor weather, road surfaces, environmental factors, or interactions with vehicles or pedestrians. You are responsible for assessing conditions and deciding whether to proceed.

By proceeding with the bike hire, you confirm that you have read, understood, and accepted these safety guidelines and risks. You are solely responsible for your own safety and use the bike at your own risk.

Additional Cycling Resources:
For further guidance on cycling safety, insurance, and training, you may refer to Cycling UK, which provides a range of resources for cyclists, including membership benefits such as insurance and training courses.