FAQs

RENTAL

What is included with my rental?

You will get an e-bike, helmet and lock. A charger is available upon request for rentals over 4 hours.

What constitutes a daily rental period?

Our 1-day rentals are same-day, based on our business hours. The longest possible rental period in a day being from 6:00 AM to 7:30 PM. Reservations running after 7:30 PM will be charged an additional/subsequent day(s).

REFUNDS

What is your Refund Policy?

In the event of advance cancellation, the following charges apply:

• 15-7 days prior to the start of the bike rental: 100% reimbursement (minus (-) $20 processing fee).
• 6-2 days prior to the start of the bike rental: 50% reimbursement (minus  (-) $20 processing fee).

In case the Customer-Renter needs to cancel a rental within 24 hours, or in case of a no-show at the agreed time and place, the Customer-Renter has no right to any form of reimbursement. Explur will reserve the right to keep the payment paid when making the reservation. 

What happens in the case of rain / inclement weather?

• In such cases on the day scheduled, the customer will be offered to reschedule their reservation within 6 months. For out of state customers, a refund (minus - $35 processing & admin fee) can be provided upon proof of residence.

REQUIRED HEIGHT & LEVEL OF EXPERTISE

What is the height and level of expertise requirement?

While we don't have a minimum age requirement for our e-bikes, the recommended height is between 5'3" and 6'.5". 

It's important to know that they are quite different from regular bicycles. They do have a low step-thru frame, making it easier for riders of various heights to get onto.

On the other hand, because they have a heavier weight (partly due to the battery) and thicker tires (26" fat tires), they require a rider who is very confident and experienced. Otherwise, the ride could feel a bit intimidating for new or less experienced bikers.

DAMAGES

What is the procedure to handle a flat tire?

It is the Customer-Renter’s responsibility in case of puncture of inner tube to have it repaired. If unable to get it repaired, we charge $40.00 for tube replacement / labor. If the bike needs to be collected, we charge $35.00 (plus assessed damages).

If another e-bike is requested to replace the damaged one (assuming availability) we charge $30.00. 

What is the procedure to handle damages?

When returning the e-bike(s) / accessories the Customer-Renter and the Owner will check the e-bike(s) together for damages. In case there are damages that have not been caused by normal wear and usage of a bike, the Customer-Renter will have to pay Explur for the damages. The damages will be valued by Explur. The Customer-Renter is responsible for any damages he/she caused to himself, to others, or to property while using the bike.

BATTERY LIFE

What is the power range?

The range can reach between 25-60 miles in multiple mode combinations (pure electric mode, pedal assist mode, normal pedal mode and boost mode). Range also varies depending on road conditions, weather, rider weight, etc.

What if I feel I will need a longer battery life?

An original 3A charger is available upon request with your rental. Full charge can take 4-6 hours. Refrain from using chargers other than the one provided by Explur.

RENTAL AREA / LOCATION

What is your rental area?

Explur currently rents to riders in the Research Triangle area of Cary, Durham, Raleigh, Morrisville and Apex. 

Does Explur deliver e-bike rentals to vacation homes or hotels?

Yes. We will still require the customer-renter to be available at time of delivery.

Where is your shop located?

For now, our service operates entirely online, allowing you to reserve your e-bike and have it delivered directly to your chosen location. While we don't currently have a physical location for in-person rentals, we are working towards opening one in the future. Our goal is to provide a convenient and accessible experience for all our customers.