Damage & theft

  • What happens if my bicycle breaks down?

    If your bike breaks down while you're on the road, just call DirectLease Roadside Help: 0541 571 750.
    Together, we’ll make sure you get help and are back on your way as soon as possible.

    If that’s not possible, the roadside service will take you — and your bike — up to 25 kilometres, for example to your home or work.

    Note:
    If you started your trip with an almost empty battery, this service unfortunately doesn’t apply.

    Questions?
    Email: info@directlease.nl
    Telephone: 0541 - 571 710

  • What should I do if my bicycle is damaged or stolen?

    Damage

    We're sorry to hear there is a problem with your bicycle! Contact the dealer from whom you ordered your bicycle to have it repaired. If your bicycle is damaged, you can also visit your dealer. How convenient is that!

    For repairs of bicycles from online brands, see: https://help.hellorider.com/hoe-werkt-onderhoud-met-een-vanmoof-cowboy-of-veloretti

    Theft

    That is unfortunate. If your bicycle is stolen, you will not have to pay a deductible if you locked your bicycle and still have all original keys. The same applies to the battery, if it was locked on your bicycle and you still have all original keys.

      • Unfortunately, if you lost one or both of the original key(s), the insurance will not cover the costs of the bicycle.   The same goes for installing a new battery. Together with DirectLease, we will look for a suitable solution. Do not immediately file a police report when this happens. Instead, you should first contact gestolen@hellorider.com. In your email, please include your bicycle's frame number and your telephone number.
      • If you still have all the keys to your bicycle or if your battery was stolen, you must file a police report.     You can do so online via Politie.nl.
      • Send the police report (along with your bicycle's frame number and your telephone number) via email to gestolen@hellorider.com. Also send a copy of the police report together with all original keys in a sturdy envelop (preferably a padded envelop, as the keys can be sharp) to:
        • attn. Theft Administration Hellorider
        • Teleportboulevard 130
        • 1043 EJ Amsterdam

    Questions?
    Email: info@directlease.nl
    Telephone: 0541 - 571 710

  • What damage is acceptable when returning the bicycle?

    Minor user damage befitting the age of the bicycle and how heavily it was used is acceptable. Note that you will be charged for more significant damage that was not reported before you returned the bicycle. 

    Questions?
    Email: info@directlease.nl
    Telephone: 0541 - 571 710