A Rental is fully refundable if you cancel with over 72 hours (3 days) notice before the start of the rental. Cancellations between 24 to 71 hours will receive a 50% refund or be allowed to reschedule the booking at no cost for another time. Cancellations with under 24 hours notice will receive no refund
If upon delivery of the Bike or, within the first two (2) hours of the Bike Rental Period, the Renter reasonably determines that the Bike does not materially conform to the Bike Lister’s description of the Bike, then the Renter may notify Encore Bike Rentals of the problems and request a refund. Further, if Encore Bike Rentals does not deliver the Bike at the place and time agreed, then the Renter shall be entitled to a full refund.
If a Bike Rental must be canceled during the Bike Rental Period due to a mechanical failure, the Renter will be eligible for a full refund, if the cancellation takes place on the first day of the Rental Period. Otherwise, any refunds shall be calculated on a pro rata basis based on the number of days elapsed compared to the total number of days in the Bike Rental Period.
Weather Cancellations
If weather creates a safety concern or an unsafe environment, either before or during the rental period the guest may cancel without penalty. The Guest will be fully refunded, if this happens.
Natural disasters that prevent the Guest from traveling to Northwest Arkansas will result in a full refund for a Guest.
Examples include:
Severe storms
Earthquakes
Flooding
Tornadoes
Tsunamis
Wildfires
Blizzards or severe winter storms
Endemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area.
We may reach out for documentation to verify weather-related claims.
Cancellations due to an emergency or safety issue
We understand that emergencies happen. No penalties will be applied for valid cancellations with documented reasons, or for cancellations made for valid safety reasons. We may ask you to provide documentation for a cancellation due to an emergency.
Cancellations due to extenuating circumstances
If you need to cancel a Bike Rental because of an unexpected circumstance that’s out of your
control, we might be able to give you a refund or waive any penalties for canceling.
Before you cancel, please check that your circumstance is included in the list below and that you have the required documents.
Circumstances that require documentation
Death of a Guest, or an immediate family member. You’ll be asked to provide one of these documents:
Death certificate
Obituary
News article naming the deceased
Serious illness of a Guest, or any member of the traveling party. You’ll be asked to provide a general statement from a physician confirming that the person can’t travel, or be present to complete the Bike Rental. The statement must be dated after the Bike Rental was booked.
Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You’ll be asked to provide a copy of the official notice dated after the Bike Rental was booked, including the name of the person fulfilling the obligation.
Airport and road closures that make it impossible to travel to your destination. This includes closures caused by natural disasters like earthquakes or severe storms. You’ll be asked to provide a notice of the road closure or notice of the airport closure and proof that the flight was canceled.
Circumstances that require our review
There’s no required documentation for these circumstances, but our Admin Team will review each case to confirm that you’re directly affected.
Severe security advisories for political or civil unrest in the area that the guest is traveling from, traveling to, or that the booked Bike Rental is located in.
Examples include:
Violence
Heightened military presence
Severe damage to the area’s infrastructure
Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents.
Next Steps
If you’ve confirmed your circumstance meets the requirements above, first cancel your Bike
Rental and then contact us to file a claim. We’ll walk you through the process, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of the unexpected circumstance.
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