Buyer Protection is a service designed to protect eligible buyers when purchasing a used eBike through our marketplace.

It gives you added confidence that:

• your payment is handled more securely
• your money may be refunded if the bike does not arrive or is seriously not as described
• the seller only receives funds once the agreed sale process is complete
• you have 48 hours from delivery or collection to inspect the bike
• there is a clear process if something goes wrong
• key listing information is recorded before purchase
• delivery support is available where applicable
  

Buyer Protection only applies to eligible purchases completed through our approved payment process.

1. Find your eBike

Browse premium used eBikes listed by private sellers and approved used partners. Each listing includes key information such as brand, model, size, motor system, battery details, condition and seller-provided descriptions.

2. Pay securely through our platform

To be protected, payment must be made through our platform. This creates a clear transaction record and reduces the risk of fraud.

You should not pay the seller directly. Payments made outside the platform are not covered by Buyer Protection.

3. Delivery or collection takes place

Once the sale is agreed, the bike is delivered or collected depending on the listing and available options.

Where available, we arrange nationwide delivery of the eBike fully assembled.

This avoids the uncertainty of arranging your own courier or receiving a partially dismantled bike in a box.

Delivery options may vary depending on the seller’s location, the buyer’s location and the type of bike.

4. Inspect the bike within 48 hours

Once the eBike has been delivered or collected, you have 48 hours to check and inspect the bike.

During this period, you should confirm that:

• the bike matches the listing description
• the make, model and size are correct
• the motor and battery details match the listing
• the condition is as described
• the battery and charger are included if stated
• any agreed accessories are included
• there is no major undisclosed damage
• the bike has arrived safely if delivery was arranged
  

If there is a serious issue, you must report it within the 48-hour inspection period.

5. Seller payment is released

If no serious issue is reported during the 48-hour inspection period, the sale may be treated as accepted and payment may be released to the seller.

This gives buyers time to check the bike while also giving sellers a clear and fair payment process.

6. Support if something goes wrong

If there is a serious issue with the transaction, we will review the information provided by both buyer and seller and help work towards a fair outcome.

This may include issues such as:

• the bike not being delivered
• the bike being materially different from the listing
• missing key items that were clearly included in the sale
• problems with the agreed delivery process
  

Buyer Protection is designed to support genuine disputes, not general buyer’s remorse or issues that were clearly shown or described before purchase.

Our Buyer Protection includes a money-back guarantee on eligible purchases.

This means you may get your money back if:

• the bike does not arrive
• the bike is seriously not as described
• the wrong bike is supplied
• key items clearly included in the listing are missing
• there is a serious issue with the approved delivery process
  

To qualify, the purchase must be completed through our approved payment process and any issue must be reported within the required timeframe.

The money-back guarantee does not cover change of mind, normal used-bike wear, minor cosmetic marks or issues that were clearly shown or described before purchase.

Buyer Protection may cover eligible issues such as:

The bike does not arrive

If you pay through our approved payment process and the bike is not delivered, we can investigate and help protect your payment.

The bike is significantly not as described

If the bike is materially different from the listing, we can review the evidence and help resolve the issue.

Examples may include:

• incorrect make or model
• incorrect motor or battery information
• major undisclosed damage
• missing battery or charger
• inaccurate ownership or sale information
  

Delivery-related issues

Where delivery is arranged through our approved delivery service, we can help investigate problems that occur during the delivery process.

Buyer Protection does not usually cover:

• changing your mind after purchase
• normal signs of use on a pre-owned eBike
• minor cosmetic marks or wear
• issues clearly shown in the photos or description
• incorrect size choice if the size information was provided
• faults that develop after the bike has been received and accepted
• accessories or extras not listed as included
• purchases completed outside our approved payment process
• direct bank transfers to the seller
• cash payments
• off-platform agreements
  

Private seller bikes are used items and may show signs of wear. Buyers should carefully review the listing and ask questions before purchasing.

We offer different types of listings.

Marketplace listings

Marketplace bikes are usually sold by private sellers. These bikes are not fully inspected by us unless clearly stated.

Buyer Protection helps make the transaction safer, but it does not mean the bike has been mechanically checked or comes with a warranty.

Approved Used bikes

Approved Used bikes are inspected before sale and may include additional benefits such as a warranty, servicing checks or aftersales support.

If you want the highest level of reassurance, we recommend choosing an Approved Used eBike.

To get the most from Buyer Protection, you should:

• read the full listing carefully
• check all photos
• ask the seller questions before buying
• make sure the bike size is suitable
• keep all communication on-platform where possible
• pay only through the approved marketplace payment method
• report any serious issue promptly after delivery
• keep photos, messages and delivery information as evidence
  

Buyer Protection may not apply if the transaction is completed outside our platform.

Buying a used eBike can save you hundreds or even thousands of pounds compared with buying new. But because eBikes are valuable, technical products, buyers need more confidence than they would on a standard classifieds website.

Our aim is to make buying used eBikes safer by combining:

• premium eBike listings
• clearer product information
• secure payment options
• nationwide delivery
• dispute support
• optional approved used bikes with warranty

If there is a serious issue with your purchase, contact us within 48 hours of delivery or collection.

Please provide:

• your order details
• a clear description of the issue
• photos or videos of the problem
• screenshots of the listing
• relevant messages with the seller
• delivery information, if applicable
  

We will review the information provided by both buyer and seller and help work towards a fair outcome.