Cancellations & Refunds

 Our cancellation policy is very straight forward:

Cancellation Policy

We understand that sometimes, plans can go awry. However, from the time that you make a booking, bikes are held for you in anticipation of you coming. We cannot give refunds because your changed your mind. 

When you book, we ask that you pay the full amount up front. We no longer take deposits or verbal reservations.

Change of Mind Policy

Please make your bookings carefully. If you have made a booking and wish to cancel within 72 hours of making such booking, we will not issue a refund. We will only issue gift vouchers to the value of the hire for you to use at a later date.

If you make a booking within 48 hours of your chosen date and time, we expect you to turn up and we will not issue refunds for cancellations or changes in booking quantities.

Up to five (5) days before your booking
Free of Charge*
If you cancel your booking or adjust your booking quantity, date, or time, prior to 5 days the pickup date and time, there is no cancellation fee.
Within 5 days, but more than 2 days (48 hours).
Vouchers or 50% of the total hire*
For cancellations within 5 days we will issue gift vouchers, valid for 2 years, for the value of the bike hire (excluding card transaction fees) that you can use towards a future booking. IF you insist on a cash refund, we will only refund 50% of the booking value. If you reduce your booking numbers, we will only issue gift vouchers for the difference, no cash refunds.**
Within 48 hours
100% of total hire
If you cancel or adjust your booking within 48 hours, there will be a cancellation fee equal to 100% of the total hire amount. No refunds will be given.
On the day of pickup
100% of total hire
If you cancel or adjust your booking on the day of pickup there will be a cancellation fee equal to 100% of the total hire amount. No refunds will be given.
After Pickup
100% of total hire
If you do not show up and the booking date and time has passed or once a hire has started, no refunds will be given.

*card processing fees are not refunded and not included in refund calculations.

**This is assuming “fair warning” for us to be able to re-sell the bikes reserved by you. If there is more than a 25% change in booking numbers, we will refund only 50% of the booking change.

Please note, all cancellations or changes to a booking must be done by email. All emails can be sent to

We take all cancellation requests into consideration, pease let us know if there are unusual or exceptional circumstances that casued the cancellation.

Cancellation due to weather

Bicycling is an outdoor event, and it may be windy or raining during the winery tour. We don’t generally cancel for unsettled weather unless we consider it to be too uncomfortable or dangerous to cycle during our operation hours.

For this to occur we would have a weather forecast for Hastings district showing rain in excess of 1.5mm per hour for two or more hours or winds in excess of 30 km/h during the period of 11am to 4pm on the booked date. These readings are taken from the MetService website. Please note, Napier and Hastings have different forecasts and can experience different weather on the day.

If the weather doesn’t look enticing for a bike ride, please call us first to confirm the forecast. Weather is rarely as bad as it looks, so give us a call first.

If you still want to cancel because the weather is too wet or windy for you to cycle, we do allow booking cancellations within 24 hours with the following terms:

  1. We can organize the next available day to book you in for a bike ride, please let us know at the time of cancellation which day you would like to come on. This is subject to availability on your proposed date.
  2. We can issue you with a gift voucher to the value of the booking you made. This can be used within 2 years of issue.

Unfortunately we cannot do bank, card or cash refunds for weather cancellations.

Once a hire has started or the booking date and time has passed and you have not been in contact, no refunds will be given.

Cancellation by On Yer Bike

On Yer Bike Hawke’s Bay Ltd reserves the right to cancel bike hires without prior warning due to weather or other related conditions. If a cancellation is due to poor weather conditions such as heavy rain or strong winds, we will endeavor to either reschedule your booking on the next available day, subject to availability or find an alternative date.

Should we not be able to find a suitable alternate date for any reason, a full refund of any deposit or payment made to On Yer Bike Hawke’s Bay Ltd will be given.

Gift Vouchers

On Yer Bike Hawke’s Bay Ltd is under no obligation to refund a gift voucher that is simply unwanted or disliked.

Gift Vouchers may be purchased directly by a customer online or issued by On Yer Bike Hawkes Bay Ltd in lieu of a booking that has been cancelled within 5 days of the booking date that no refund can be issued for as per out terms and conditions.

All Gift Vouchers are sold or issued on a no refund, exchange or cancellation basis and you agree to these terms and conditions when purchasing a Gift Voucher.

At not stage can a Gift Voucher, once issued, be exchanged in part or whole for cash.

Gift Vouchers will expire 24 months from issue date. After expiry, the Gift Voucher is no longer valid. All transactions will be declined and any outstanding balance will be forfeited to On Yer Bike Hawke’s Bay Limited. To find out the expiry date on your Gift Voucher and check your balance, please send us an email with your 12 digit voucher number.

Gift Vouchers should be held in a secure place, as any person holding the Gift Voucher may be able to use it to make purchases.

Lost or stolen Gift Vouchers will not be replaced. Any unused balance left on expiry will not be refunded.

Subject to any rights you may have at law, including under the Consumer Guarantees Act, all Gift Vouchers are sold on a no refund, exchange or cancellation basis.

Changes to this policy

We do review and update our refunds and cancellation policy on a regular basis. This page is considered a true and accurate representation of our current policy and supercedes any previous policies that we may have issued in whole or in part.