Onn Bikes Customer Care

How do I pay?

You can pay online using debit/credit card or e-wallets. You can also pay at the hub station during your vehicle pick-up.

Is fuel included in the tariff?

All the prices are exclusive of fuel. We provide minimal amount of fuel to get the vehicle to the nearest fuel station. In case there is excess fuel in the vehicle at the time of return, ONN Bikes is not liable for any refunds for the same.

Where can I pick up the bike from?

While booking your bike, you’ll be given an option to select a pick-up location in your vicinity.

What documents do I need to submit while booking?

Customer must handover his/ her original Driving License during pick up of bike at the station to the delivery executive. It is mandatory to handover a local address proof/ Company ID copy/ Hotel Receipt/ or any other recognised local address proof to the delivery executive

Will I be getting a complimentary helmet?

ONN Bikes provides one helmet with each booking. Second helmet is provided, if needed and is subject to availability.

How do I book?

You can either book online or via our app (available both on Android and iOS). Select the time and date for which you want the bike for, pick a bike/scooty and proceed to payment.

Can I extend the booking?

Extension of booking can be made and is subject to availability. Extension charges are similar to the booking charges and you can find them below
1.Extension prior to pick-up: Rs 50 plus charges for period extended
2.Extension post pick-up: Rs 250 plus charges for period extended
Please note that extension of vehicle is subject to slots available.

Can I reschedule the booking?

Rescheduling/modification of the booking can be made depending upon the next booking of that particular vehicle. Modification charges are as below
1.Modifications made 6 Hrs prior booking: ₹50
2.Modifications made 6-2 Hrs prior booking: ₹50 or 10% of the booking (which so ever is greater)
3.Modification made 2-1 Hrs prior booking: ₹100 or 20% of the booking (which so ever is greater)
4.Modifications made less than 1 hour prior booking – cannot be modified

Can I cancel the booking?

Yes, cancellation policy is as below
1.Cancellation made 6hrs or more prior to pick-up time: ₹100
2.Cancellation made 6hrs prior to pick-up time: 50% of Booking Fee
3.Cancellation made 2hrs prior pick-up time: 75% of the Booking Fee
4.Cancellation made after pick-up time: No Refund
Note: Refund will be processed through the original payment mode within 3 to 11 working days.

I cancelled my booking. In how many days will I get my refund back?

If you paid via debit/credit card or e-wallet, you should receive the refund within 3 to 11 working days. However, in case you don’t receive the refund within the above mentioned period, let us know so we can verify and process the refund within 24 Hrs of your query.

The bike broke down. What should I do?

Call our customer care number – 8432780780 and we’ll help you out. Customer care services are open from 8am to 12am, 7 days a week.

What if I return the bike late because the bike broke down? Will I be fined?

Call us and let us know what happened. If the reason is deemed genuine and we verify it from our GPS feedback, you will not be charged any penalties.

What happens if the bike has been damaged?

The repair estimate will be provided by our servicing manager. If the estimate is below INR 10,000, the customer has to bear the entire amount while returning the vehicle. However, in case the estimated amount surpasses INR 10,000, limit insurance will be claimed against the vehicle. The customer is liable to pay the estimated amount upfront. Once the insurance amount is received by the company, ONN bikes will add daily rentals to its downtime and refund back the differential amount. Please read our insurance policy for more information.

Do you provide a GPS holder?

What are your hub station timings?

All our hub stations are operational from 9am to 9pm, seven days a week. All pick-up/return should be completed latest by 9pm. In case the rider fails to pick-up/return the vehicle by 9pm, the pickup/return will take place on the next day and the applicable charges will be levied on the rider. No pickup/return request will be entertained post 9pm.

Is there a kilometer capping?

There is a kilometer capping mentioned in the confirmation mail. After exhaustion of free kilometer, the following charges will be applicable
1.For KTM and Dominar: ₹4/km
2.For Royal Enfields and Honda CBR: ₹3/km
3.For Bajaj Avenger: ₹2.5/km
4.For all other vehicles: ₹2/km

What are the late return charges?

1.Non geared vehicles: First 2 hours of delay would be charged at ₹100 + hourly rates
2.Royal Enfields: First 2 hours of delay would be charged at ₹250 + hourly rates
3.All Other Bikes: First 2 hours of delay would be charged at ₹200 + hourly rates
4.Post 2 Hours, subsequent hourly charges will be applicable on weekdays with model wise penalty (Mon–Fri)
5.On weekends(Sat-Sun): 24 Hrs rental charges will be applicable as per company policy.

Your delivery executive is not present at the hub station. How long do I wait?

Call our customer care at 8432780780 and give us your booking ID. We’ll sort it out on the go!

If the bike gets damaged due to floods, do I still have to pay for it?

At times of heavy rain and floods, customer is advised to park the bike at a safe location. All damages incurred, irrespective of the cause, have to be covered by the customer.

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