Bike is Best Hire Terms and Conditions

Version 1.1, effective 16 October 2026.

These Terms and Conditions (the "Terms") are a legally binding agreement between Bike is Best Kenya Enterprise Ltd, a company incorporated in Kenya with its hub at Sote Hub, Bella Rosa House, Moyne Drive, Nyali, Mombasa ("Bike is Best", "we", "us", "our") and the person who creates an account, books, collects or rides a bike through our website, app, desk, SMS or USSD service ("you", "the Rider"). By ticking the acceptance box, creating an account, paying for a booking or taking a bike from us, you confirm that you have read, understood and agree to be bound by these Terms, by the Rate Card and by our Privacy Policy. If you do not agree, do not create an account or book a bike.

What changed in version 1.1: a plain statement of the risks of cycling and the rules that keep you safe, in place of a general waiver (clause 10); the late-return charge exactly as it is worked out (clause 6.4); the Rate Card, where it is published and how charges are itemised (clause 8); cancellation and refunds restated, with timings (clause 5); who may ride, including riders under 18 with a parent or guardian (clause 2); lights after dark (clause 7.2); extras only when you choose them, and the price you see is the price you pay (clause 4).

1. Definitions

• Bike means any bike we supply, a standard bike or an ebike, together with its battery, charger, helmet, lock, lights, reflectors and any extra supplied with it. An Ebike is a bike with electric pedal assistance.
• Booking means a reservation of one or more Bikes for a stated period, whether made online, through the app, by SMS or USSD, or at the desk.
• Hire Period means the time from the moment a Bike is handed to you (or delivered to you) until the moment it is returned to and accepted by our staff, including any extension.
• Hub means our desk at Sote Hub, Bella Rosa House, Moyne Drive, Nyali, Mombasa, or any other collection point we name in writing.
• Fees means the hire charges, extras, late-return charges, damage and loss charges and any other amount payable under these Terms, all in Kenyan shillings and shown before you pay.
• Rate Card means our published list of late-return, damage, loss and replacement charges and our deposit terms, described in clause 8.
• Working Day means any day from Monday to Saturday; the Hub is closed on Sundays.
• Verified Rider means a Rider whose phone number, email address and identity have been confirmed as described in clause 3.

2. Who may hire and who may ride

2.1 The person who books and pays (the hirer) must be at least 18 years old and legally able to enter a binding contract. By accepting these Terms you confirm that you are.

2.2 A rider under 18 may ride only on a Booking made by their parent or guardian, who is on the same Booking, rides with them for the whole Hire Period and is responsible for them under these Terms. We may ask for the ages of everyone riding and decline a Booking that does not meet this clause.

2.3 Ebikes may be ridden only by riders aged 18 or over.

2.4 Every rider must be able to ride a bike safely and must not be under the influence of alcohol, drugs or any medication that impairs their ability to ride.

2.5 We may refuse or cancel a Booking, or decline to hand over a Bike, if we reasonably believe these conditions are not met, if your identity cannot be confirmed, or if you have previously breached these Terms. If we refuse before handover, we refund everything paid for the Booking.

3. Your account and identity

3.1 Every Rider holds an account in their own name with a confirmed email address and a confirmed Kenyan mobile number. You are responsible for keeping your password and your phone secure and for everything done through your account. Tell us at once if you believe someone else has used it.

3.2 Before your first Booking, your identity must be confirmed either through our online verification partner (a national ID, Maisha card, passport, driving licence or alien ID, together with a liveness selfie) or by showing the same original document to our staff at the Hub. We keep only the result of the check, not the document number or images; see the Privacy Policy.

3.3 You must bring the same identity document to every collection. A Bike will not be handed over without it. If it cannot be shown, the Booking is cancelled and refunded in full.

3.4 A deposit is taken only as the deposit line of the Rate Card states, or as we tell you in writing before you pay. A deposit is recorded on your Booking and given back when the Bike is returned and checked.

4. Bookings, prices and payment

4.1 A Booking is confirmed when we have received payment in full through M-Pesa or card, or, for Riders we have approved for payment at the desk, when we have sent a reservation confirmation.

4.2 The price shown is the price charged. The total shown before you pay is the total for the hire and the extras you chose; nothing is added at payment. We may change prices for future Bookings; a confirmed Booking keeps its price.

4.3 Hourly hire is sold in the packages shown (1, 4 or 6 hours, or a full day). Hours in between are priced as the cheapest mix of packages and never cost more than the day price. Your return time is shown on your Booking.

4.4 A payment receipt is issued for every payment.

4.5 Extras are never pre-selected. Damage cover, delivery, a child seat, a second helmet, a phone mount and a pannier are offered at the prices shown, and you are charged for an extra only when you choose it. A delivery requires a complete address within the areas we list and a pickup time at least two hours ahead.

4.6 Where we give you an estimate (for example for a repair), the final charge will not exceed the estimate by more than 10%. If it would, you may insist on paying the estimate.

4.7 Your Bike is Best wallet is the same one you have in the app. If you choose to use it for a Booking, the amount is taken when the Booking is made and goes back to the wallet if the Booking is cancelled with a refund or lapses unpaid. Referral rewards are not exchangeable for cash and may be withdrawn if obtained by misuse.

4.8 A reservation held without payment lapses automatically if the Bike is not collected and paid for by the hold time shown; the Bike is then released to other Riders. Nothing is charged for a lapsed reservation.

5. Changes, cancellation and refunds

5.1 Free cancellation. You may cancel, or move the pickup time, free of charge up to two hours before the booked pickup time, and at any time within 15 minutes of making the Booking. Cancel from your booking page (the link in your confirmation message) or by asking the desk by WhatsApp, phone or in person. Everything you paid for the Booking, extras included, is refunded.

5.2 Late cancellation and no-shows. Inside two hours of the pickup time, or if you do not collect the Bike, the Fees for the Booking are not refundable, except under clause 5.4. By accepting these Terms you agree to this exception to the general rule that a cancelled agreement is refunded in full (Consumer Protection Act, section 80).

5.3 How refunds are paid. Refunds go back the way you paid: to the M-Pesa number used, within 24 hours; to the card used, sent at once and usually showing within 10 working days (Monday to Saturday) depending on your card issuer; for a Booking paid at the desk, in cash at the desk. A reservation that was never paid has nothing to refund.

5.4 When we cancel. If we cancel a Booking for a reason within our control (for example, a Bike is unavailable or unsafe), you choose between a full refund and a new date at no extra cost. If a Bike develops a fault during the Hire Period that is not caused by you and cannot be fixed or swapped within a reasonable time, we refund the unused part of the Fees.

5.5 You may extend a Hire Period from your booking page or at the desk, subject to availability and to the Hub's closing time, by paying for the extra time before the original return time.

6. Collection, delivery and return

6.1 At collection our staff will fit your helmet, check the Bike with you, record its condition and take photographs of it. By riding away you confirm that the Bike, helmet, lock and lights were in good order unless you pointed out a fault before leaving.

6.2 With the delivery extra we bring the Bike to the address you gave at the booked time and collect it from the same place at the end of the Hire Period. You must be present and reachable by phone at both times. If we cannot hand over or collect because nobody is available, the Booking is treated as collected and, respectively, as a late return.

6.3 You must return the Bike to the Hub (or hand it to our staff at the delivery address) by the end of the Hire Period and in any case by the Hub's closing time, in the condition you received it, with the helmet, lock, lights and every extra. Our staff record its condition and photograph it at return.

6.4 Late return. You have 15 minutes' grace after the booked return time. After that, each started hour is charged as the next hourly package for the bike type, for each Bike on the Booking, and never more than the day rate per Bike for each day. The charge is worked out when the Bike is returned, added to your Booking and printed on your receipt; the worked figures are on the Rate Card. A Bike not returned within 24 hours of the end of the Hire Period, without contact from you, is treated as lost under clause 8.4 and may be reported to the police.

7. Your obligations during the hire

You agree that during the Hire Period you will:

7.1 keep the Bike in your personal care and control and not lend, sub-hire, sell or pledge it, or allow anyone else to ride it, except a rider on the same Booking;

7.2 keep left, obey the Traffic Act (Cap 403) and all traffic rules and signs, and ride with care for yourself, pedestrians and other road users. Every Bike is fitted with a front lamp and a red rear reflector, as the Traffic Rules (rule 25) require for riding after dark; you must switch the lamp on and keep the reflector clear and in place whenever you ride between sunset and sunrise or in poor light;

7.3 wear the helmet we provide (our rule, and the safest choice, though not a legal requirement for bikes);

7.4 lock the Bike through the frame to a fixed object with the lock provided whenever you leave it, even for a moment;

7.5 not carry a passenger (other than a child in a child seat we fitted), not exceed the Bike's stated weight limit, not ride on the beach or in the sea, through deep water, off marked tracks or on terrain the Bike is not built for, and not use it for racing, stunts, commercial deliveries or any unlawful purpose;

7.6 not tamper with, modify or attempt to repair the Bike, its battery or its electronics, and not remove any label or tracker;

7.7 stop riding and contact us at once if the Bike develops a fault, is involved in a collision or is damaged, and follow our instructions;

7.8 report any theft or loss to us immediately and to the nearest police station within 24 hours, and give us the police abstract;

7.9 not ride outside Mombasa County without our written agreement.

8. The Rate Card, damage, loss and charges

8.1 The Rate Card lists the late-return charge (clause 6.4), the charges for damaged or lost parts and accessories, the replacement value of a Bike, and our deposit terms. It is published at hire.bikeisbest.co.ke/legal/rate-card and displayed at the Hub, and it forms part of these Terms. A charge is only made at the price on the Rate Card in force on the day of your Booking, or, for something not listed, at an itemised estimate under clause 4.6.

8.2 Normal wear and tear is at our cost. You are responsible for loss of, or damage to, the Bike and its accessories during the Hire Period that is caused by you, by anyone riding on your Booking, or by your breach of these Terms, including theft while the Bike was left unlocked or unattended.

8.3 Rate Card charges reflect our actual cost of parts and labour and, for a lost Bike, its replacement value less a reasonable allowance for age. Any charge is itemised in writing, with the photographs taken at handover and at return, on your Booking and receipt, or within seven days of the return if the damage is found later.

8.4 A Bike that is not returned, or is returned beyond economic repair, is charged at its replacement value on the Rate Card, plus any Fees due to the date we are told.

8.5 Damage cover. If you chose the damage cover extra, you are not charged for accidental damage to the Bike during the Hire Period. Damage cover does not cover: theft or loss of any kind; a Bike left unlocked or unattended; damage caused while in breach of clause 7; damage to accessories (helmet, lock, lights, battery charger); or deliberate or reckless damage.

8.6 Charges under this clause are due within seven days of our itemised notice and may be settled at the desk or recovered as a debt. We may suspend your account until they are paid. You may dispute a charge in writing within those seven days and we will review it with you, photographs included.

9. Ebikes

9.1 Ebikes assist your pedalling up to the stated speed and stop assisting above it. Brake earlier than on a standard bike, especially downhill and in the wet.

9.2 The battery range shown is an estimate. If the battery runs low the Ebike still works as a normal bike. Do not open, charge with other equipment, immerse or expose the battery to fire. If the battery or motor fails during the Hire Period through no fault of yours, clause 5.4 applies.

10. Risks of cycling, and staying safe

10.1 The risks you accept. Cycling has risks that remain even when everyone takes care: falls, uneven or wet surfaces, potholes, sand, traffic, other road users, animals, heat and sudden weather. By riding you accept those inherent risks and take responsibility for deciding whether the route, the traffic and the conditions are right for you and for anyone riding on your Booking.

10.2 What we do. We maintain our Bikes to a safe standard, check each one before handover, fit a lamp and a rear reflector to every Bike, provide a helmet and a lock, and brief you at collection. If you find any fault, do not ride; tell us and we will swap the Bike or refund.

10.3 What you do. You follow the rules in clause 7, ride within your ability, and stop and contact us if anything goes wrong.

10.4 Our responsibility. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence or that of our staff, for fraud, or for any other liability that cannot be excluded under Kenyan law, and nothing in these Terms limits your rights under the Consumer Protection Act.

10.5 You are responsible for any fine, penalty, towing fee or claim arising from your use of the Bike in breach of the law or these Terms, and you agree to indemnify us against any such amount and any claim by a third party arising from your use of the Bike, except to the extent caused by our negligence.

10.6 Weather. A shower passes; shelter and carry on, the Hire Period keeps running. You may move or cancel free of charge up to two hours before pickup under clause 5.1. If we call off rides because of a storm or lightning, clause 5.4 applies. If a storm stops a ride early, tell us and we will consider, in good faith, a credit for the unused time.

10.7 In an emergency call 999 first. Then call or message the Hub; the number is on your booking page.

11. Our liability for other loss

11.1 Subject to clause 10.4, our total liability to you for any other loss in connection with a Booking, whether in contract, tort (including negligence), under statute or otherwise, is limited to the Fees you paid for that Booking.

11.2 Subject to clause 10.4, we are not liable for loss of profit, loss of opportunity, indirect or consequential loss, or for loss of or damage to your own property carried on or left with a Bike, except where caused by our negligence.

11.3 We are not liable for any failure or delay caused by events outside our reasonable control, including severe weather, road closures, civil disturbance, strikes, failures of payment, telecommunications or power networks, or acts of government. If such an event stops a Booking going ahead, clause 5.4 applies.

12. Group rides, events and tours

12.1 Registration for a group ride, guided tour or event is a Booking for the purposes of these Terms. A guided tour is led by our guide and you must follow the guide's instructions; a group ride is informal and each Rider is responsible for their own riding.

12.2 Paid places are refundable in full if withdrawn at least 24 hours before the event day; after that the Fee is not refundable except under clause 5.4. Free places may be withdrawn at any time. Guests you register are your responsibility and must meet clause 2.

13. Messages and communications

13.1 We send you messages about your Bookings by SMS, WhatsApp or email, in the channel you chose: codes, confirmations, pickup and return times, reminders, charges and one request for a review after a ride. These are part of the service and contain no advertising.

13.2 Marketing messages (offers and news) are sent only if you opt in; the box is never ticked for you. You can stop them at any time, free, by replying STOP to an SMS or WhatsApp message, by the unsubscribe link in an email, or in your profile.

13.3 Notices from you to us may be sent by WhatsApp or SMS to the Hub number, by email to info@bikeisbest.co.ke, or in writing to the Hub. Notices from us to you are sent to the email address or phone number on your account.

14. Accounts, suspension and termination

14.1 You may close your account at any time from your profile. Records we must keep by law are kept as the Privacy Policy describes.

14.2 We may suspend or close your account, and refuse future Bookings, if you breach these Terms, give false information, fail to pay a charge, or behave abusively towards our staff or other Riders. Where a Booking is cancelled under this clause before handover through no fault of yours, we refund it.

15. Privacy

Your personal data is handled as set out in our Privacy Policy, which forms part of these Terms. By accepting these Terms you also accept the Privacy Policy.

16. General

16.1 These Terms, the Rate Card, the Privacy Policy and your Booking confirmation are the whole agreement between you and us for each Booking and replace any earlier discussion or representation.

16.2 If any part of these Terms is found to be invalid or unenforceable, the rest continues in force.

16.3 A failure by us to enforce any right under these Terms is not a waiver of that right.

16.4 You may not transfer your rights under these Terms. We may transfer ours to a successor of our business on notice to you.

16.5 Acceptance of these Terms online (by ticking the box or paying) is an electronic signature under the Kenya Information and Communications Act and has the same effect as a handwritten signature. We keep a record of the version you accepted, and when. Every version stays readable on our website, so you can keep or print the text you accepted.

16.6 We may update these Terms or the Rate Card. The current version, with its version number and effective date, is published on our website. Changes apply to Bookings made after the effective date; you will be asked to accept new Terms before your next Booking. A confirmed Booking keeps the Terms and Rate Card it was made under.

17. Complaints, law and disputes

17.1 If something goes wrong, tell us first: WhatsApp or call the Hub, or email info@bikeisbest.co.ke. We aim to answer within two working days and to resolve any complaint within fourteen days.

17.2 These Terms are governed by the laws of Kenya, including the Consumer Protection Act 2012; nothing in these Terms limits any right you have under that Act. Any dispute that cannot be resolved between us may be referred to mediation and, failing that, to the courts of Kenya.

Bike is Best Kenya Enterprise Ltd · Sote Hub, Bella Rosa House, Moyne Drive, Nyali, Mombasa · info@bikeisbest.co.ke · +254 795 951 331

See also the Privacy Policy.