Accounts:

• Can riders still use their bikes?

  • Yes.

• Who should Riders contact in case of an issue?

  • They should contact customer support through the chat available on the support section of our website.

• Can we terminate our contract?

  • Yes you can cancel your contract according to the Terms and Conditions in the MSA/agreement as VanMoof US is still operational.

• Will Riders be invoiced?

  • Yes, in case a bike is not usable, the normal processes still apply.

• To whom do we direct legal correspondence?

  • Please contact Customer Support

Orders:

• Can I order a new bike?

  • For the moment, we are pausing subscription sales during this period.

Delivery:

• When will my order be delivered?

  • We are working to find a solution to this and will revert back as soon as possible.

Access & VanMoof App

• Is the VanMoof App still active?

  • Yes. The App is active. It runs on your phone and via Bluetooth

• Will I lose access to my account or bike?

  • No. The App is active. And you can also use your manual code to unlock your bike.

Repairs:

• Can I schedule a repair?

  • Yes, please schedule a repair through our website. 

• Are Certified Workshops still available for service in the US?

  • Yes.

• Can I get a swap?

  • Yes, availability permitting.

• Can I pay for repairs myself?

  • Yes.

• Is the Google Mobile Van service still available?

  • Yes, repairs can be booked.

• Is the Peace of Mind Theft/Maintenance service still active?

  • Yes.

• Can I get my bike back?

  • Yes, availability permitting.

• When will my bike be repaired?

  • It will depend on the nature of the repair and the spare parts availability; we anticipate there could be long repair times.

Cancellations:

• Can I buy out my bike from the subscription?

  • Yes. Please contact customer support.

• Can I cancel my subscription?

  • Only if the order is undelivered or is past the first term. If the subscription is still within the first contract term, the contract is valid as the US entity of VM is in operation; should that situation change there will be the opportunity to cancel.

• How do I cancel my subscription?

  • If you're past the first contract term (e.g., 12 months), you can cancel your contract on a monthly basis. 

  • Please return the bikes to the VanMoof brand stores to process the cancellation and indicate which company the subscription is linked to so we can appropriately update our systems. We advise to check the current returns capacity in your preferred VanMoof brand store. Space is limited and this may result in return refusal or needing to return on a different day.

  • To cancel undelivered orders, please contact customer support to process your cancellation.

Refunds:

• Can I get a refund?

  • No - it's a subscription model and can be cancelled any month after the minimum duration. For undelivered orders, please contact customer support to process your refund.

• Can I get a refund for monthly fees paid while the bike was inoperable?

  • The process for refunds in this case remains unchanged. Please contact our Customer Support team.

Returns:

• How do I return my bike?

  • Bikes can be returned within 14 days to a VanMoof brand store.