(Applicable to eBike & Scooter Rentals) Last Updated: December 08, 2025
At eBikes Vanuatu, we strive to provide flexible and enjoyable rental experiences while maintaining sustainable operations for our brand-new 2026 fleet. However, all rentals are subject to the following non-negotiable terms, designed to balance customer needs with business viability. These policies align with industry standards observed in similar bike, scooter, and e-bike rental operations worldwide (e.g., no weather-related refunds, strict notice periods, and discretionary approvals). By booking a rental, you acknowledge and agree to these conditions in full.
1. Cancellation Notice Requirements
Minimum Notice Period: All cancellations must be submitted at least 24 hours prior to the scheduled rental start time via phone (+678 750 0360) or email (ride@ebikesvanuatu.com). Cancellations received with less than 24 hours’ notice, including no-shows or last-minute changes, are not eligible for any refund consideration.
How to Cancel: Verbal cancellations (phone) or written (email) are accepted, but we recommend written confirmation for your records. We will acknowledge receipt within 24 hours.
Early Bookings: For reservations made more than 7 days in advance, a longer notice period (up to 48 hours) may apply at management’s discretion to allow rebooking opportunities.
2. Refund Eligibility
Full Refunds: Subject to management’s sole discretion, a full refund (less any applicable fees) may be issued if:
Cancellation occurs more than 24 hours before the start time.
The rental has not yet commenced (i.e., vehicle not collected).
eBikes Vanuatu is unable to fulfill the booking due to unforeseen operational issues (e.g., fleet maintenance beyond our control), in which case we will offer a full refund or alternative equivalent rental at no extra cost.
Partial Refunds: For multi-day rentals cancelled mid-period (with sufficient notice), a pro-rata refund may be considered at management’s discretion, but only for unused days and excluding the first day’s hire fee.
Rescheduling Option: Instead of a refund, eligible customers may reschedule to another available date within 30 days, subject to availability and no additional fee.
3. Non-Refundable Circumstances
Refunds will not be issued under any circumstances for:
Change of Mind: Simply deciding not to proceed after booking confirmation.
Weather or Environmental Conditions: Poor weather, rain, storms, high winds, or any adverse conditions during the rental period (including full-day rain). Like cruise ship operators, we do not refund for “acts of nature” or forecasts that deter use—Vanuatu’s tropical climate is unpredictable, and rentals are weather-independent.
Early Returns: Vehicles returned before the end of the agreed rental period, even if unused (e.g., due to fatigue, itinerary changes, or personal preference). Once collected, the full rental fee is non-refundable.
Operational Delays Beyond Our Control: Delays in boat transfers, port closures, or third-party transport issues (e.g., ferry not arriving)—mirroring cruise line policies, these are the hirer’s responsibility to anticipate.
No-Shows or Late Arrivals: Failure to collect the vehicle within the agreed window without prior notice.
Misuse or Breach: Any violation of the Rental Agreement (e.g., exceeding weight limits, riding in prohibited areas) voids refund eligibility.
These exclusions are standard across the industry to prevent revenue loss from short-notice disruptions.
4. Refund Process and Fees
Approval and Processing: All refunds are at the absolute discretion of eBikes Vanuatu management. If approved, refunds will be processed within 5-7 business days of cancellation confirmation. Funds may take an additional 3-5 business days to appear in your account due to banking delays.
Refund Method:
Original payment method (credit/debit card) where possible—no fees apply.
Bank transfer (for cash/ alternative payments): Subject to a $45 AUD (approx. 6,000 VUV) administrative and international transfer fee, deducted from the refund amount. This covers our actual banking costs.
Currency: Refunds will be issued in the original currency of payment (VUV or AUD), less any fees. No refunds in cash after payment processing.
Dispute Resolution: Any disputes regarding refunds must be raised in writing within 7 days of the rental end date. eBikes Vanuatu’s decision is final and binding.