Damage
Sorry to hear you're having an issue with your bike. If your bike is damaged, contact the dealer where you ordered it — they will take care of the repairs. Even in case of damage, you can visit your local dealer. That’s easy and convenient!
For repairs related to online brands, check:
https://help.hellorider.com/hoe-werkt-onderhoud-met-een-vanmoof-cowboy-of-veloretti
Theft
This is always unfortunate. If your bike is stolen, there is no deductible if the bike was locked and you still have both original keys. This also applies to the battery, provided it was not left unattended and was locked to the bike, and you have all original keys.
Lost one or both original keys? Unfortunately, in that case, the insurance will not cover the cost of the stolen bike or battery replacement. We will work with DirectLease to find a suitable solution.
Please do not file a police report yet. Instead, first contact us via: gestolen@hellorider.com
Include your frame number and phone number in the email.
Still have both original keys? Then file a police report for the stolen bike (or battery). You can do this online at Politie.nl.
Afterwards, email your report with your frame number and phone number to: gestolen@hellorider.com
Also send a copy of the report and all original keys in a sturdy envelope (preferably a padded envelope, as keys can be sharp) to:
Attn: Theft Administration Hellorider
Teleportboulevard 130
1043 EJ Amsterdam
Questions?
Email: info@directlease.nl
Phone: 0541 - 571 710