Frequently Asked Questions

RENTAL AREA / LOCATION

What is your rental area?

We currently rent to riders in the Research Triangle area, including Cary, Durham, Raleigh, Morrisville, and Apex.

For locations more than a 20-minute drive from our pickup vicinity (Emerald Downs Road, Cary), we are still happy to serve you with either a minimum rental of 2 bikes for at least 4 hours, 4 bikes for 2 hours, or a single bike at our daily rate of $99.

If you are unsure whether your address falls within our standard service area, feel free to reach out and we will gladly confirm!

Where is your shop located?

Being a fully mobile business, we do not currently have a physical location for in-person rentals. Our service operates entirely online, allowing you to reserve your eBike and having it delivered directly to your chosen trail or location. Our goal is to provide a convenient and accessible experience for all our customers.

Does Explur deliver eBike rentals to vacation homes or hotels?

Yes, we will gladly deliver to wherever you are staying. We will still require the customer-renter to be available at time of delivery.

RENTAL ITEMS INCLUDED

What is included with my rental?

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

DAILY RENTAL PERIOD

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. 

INCLEMENT WEATHER

What happens in the case of rain / inclement weather?

• The customer may reach out and reschedule their reservation within 6 months from the date of the original reservation. 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 our eBikes 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 confident and experienced. Otherwise, the ride could feel a bit intimidating for new or less experienced bikers.

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.

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.