Terms & Conditions

'Pedal Me' is a service operated by The Future Vehicles Company Limited, registered at 52-53 Ewer Street, SE1 0NR. The aim of Pedal Me is to provide fast, fun, clean, cost-effective travel around urban environments. We operate through a webapp (pedalme.app) and also take orders by phone, e-mail or via social media for those who’ve already set up accounts with us. We operate under the following terms and conditions.

1. For provision of ‘Pedal Me Passenger’; 'Pedal Me Cargo' and 'Pedal Me Trailer' services

1.1 ‘Pedal Me Passenger’ consists of a two-wheeled cargo bike with a rider certified to carry passengers with a total weight not exceeding 150 kg

1.2 ‘Pedal Me Cargo’ consists of a cargo bike, with a rider certified to carry cargo with a total weight not exceeding 150 kg.

1.3 ‘Pedal Me Trailer’ refers to one of our two-wheeled cargo bikes towing a large trailer, suitable for carrying up to 150 kg cargo on the trailer and 150 kg cargo (or passengers) on the bike; or up to 220kg on the trailer and less carried on the bike – to a max total cargo weight of 300kg.

2. Booking & Paying

2.1 You can book our services through pedalme.app in your browser.

2.2 Payment is taken directly through the Pedal Me app.

At the time of booking, a pre-authorisation is placed on the customer’s payment method. Upon booking confirmation, the price shown at confirmation is the price that will be charged, except where additional charges apply as set out in these Terms and Conditions.

We do not recalculate journey costs after completion. The confirmed price is final, subject only to:

  • any applicable extra charges (for example, additional waiting time or other charges set out below), and

  • timed bookings, as described below.

For timed bookings, the price shown at confirmation is an estimate based on the duration entered at the time of booking. The final charge for timed bookings is calculated based on the actual time spent on the job, in accordance with the applicable rates.

Pricing is based on the rates available at the time of booking. Rates may vary from time to time and higher charges may apply at certain times. Current pricing information is available in the Help & Support section of the Pedal Me website.

2.3 A cancellation charge applies, should you choose to cancel the journey for any reason with less than 90 minutes notice. Cancellation charges vary per service type as follows:

  • Large Cargo, Small Cargo and Passenger service: £15.91 incl. VAT

  • Tiny Cargo service: £11.46 incl. VAT

  • Micro Cargo service: £8.28 incl. VAT

  • Trailer service: £49.22 incl. VAT

2.4 Failed Jobs and Non-Completion

If a booking is not cancelled in accordance with these Terms, and a rider arrives at the pickup location, the job may be marked as failed where completion is not possible due to circumstances including, but not limited to:

  • the customer or recipient being unavailable or uncontactable;

  • access being unavailable or refused;

  • the cargo not being ready for collection;

  • the cargo being unsafe, prohibited, or unsuitable for transport; or

  • the booking having been incorrectly made such that the job cannot be completed as booked.

Where a job is failed after the rider has arrived at the pickup location, a charge of 50% of the booking price will apply.

In addition, any waiting time charges incurred prior to the job being marked as failed, in excess of the included waiting time for the relevant service, will also be charged in accordance with these Terms.

2.5 Prices shown in the app are fixed base prices. Additional charges may be added during the job, including for extra time, over-capacity cargo, or if the job needs to be edited because the cargo does not fit the selected service type. If no additional charges apply, the displayed price is the final amount charged.

2.6 We keep a record of all bookings and you are encouraged to provide feedback through the app to allow us to improve our service.

2.7 We reserve the right to decline any booking at our discretion, and services are provided ‘as available’. We will contact you as soon as possible if we’re unable to resource a job. Please book as early as possible to avoid disappointment.

2.8 Surcharges
Certain bookings may be subject to surcharges, which are applied based on booking parameters and system rules. These are a proportional increase or decrease to the calculated booking price, based on the factors listed. 

Surcharges may apply in circumstances including, but not limited to:

  • anti-social hours;

  • peak times;

  • short notice bookings;

  • restricted pickup time windows

  • administrative surcharge for booking on customer’s behalf;

  • priority bookings;

Surcharges relating to booking parameters (including anti-social hours, peak times, notice period, pickup time window, administrative requirements, and priority) are determined at the time of booking and, where applicable, are included in the price shown at confirmation.

An administrative surcharge may apply where Pedal Me staff create or amend a booking on behalf of a customer, rather than the booking being made directly by the customer through the app or website.

Surcharges that depend on how the job is carried out — including waiting time and thermal box usage — may only be identified and applied during the course of the job, in accordance with these Terms.

Whether a time-based surcharge (including anti-social hours or peak time surcharges) applies is determined solely by the pickup time window selected at the time of booking. The duration of the job beyond the pickup window does not affect surcharge applicability.

2.9 Extra Charges

In certain circumstances, additional charges may be added to the final booking price. These charges cannot always be determined at the time of booking, as they depend on how the job is carried out in practice. Where applicable, such charges are applied in accordance with these Terms and Conditions and are calculated automatically based on system records and rider actions.

2.9.1. Waiting Time

2.9.1.1 Definition of Waiting Time

Waiting time begins when a rider arrives within 100 metres of the task’s designated geopin and their status changes to “Arrived” in our system. Due to GPS accuracy and rider approach paths, this status may be triggered while the rider is still approaching the exact pickup or drop-off point. For this reason, each service includes a set amount of free waiting time.

Waiting time ends when the rider marks the task as “Completed”. This should only be done once the cargo or passenger has been fully loaded onto the bike, including any necessary strapping, securing, and protection from the weather, to ensure both rider and cargo safety.2.9.

2.9.1.2 Included Waiting Time

Each booking includes free waiting time per task / stop point, depending on the service type:

  • Large Cargo: 10 minutes included per task

  • Small Cargo: 8 minutes included per task

  • Tiny Cargo: 5 minutes included per task

  • Micro Cargo: 4 minutes included per task

  • Trailer: 20 minutes included per task

  • Passenger: 5 minutes included per task

Any waiting time beyond the included allowance may be charged as set out below.

2.9.1.3 Waiting Time Safeguards

Our system detects when a task is completed outside of the geofenced area surrounding the task’s geopin, for example if a rider forgets to mark the task as completed immediately after loading. In such cases, all waiting time charges for that task are automatically waived, to protect customers from accidental overcharging.

2.9.1.4 Charges for Additional Waiting Time

Additional waiting time beyond the included allowance is charged per minute, by service type, as follows:

  • Large Cargo: £0.63 incl. VAT per minute

  • Small Cargo: £0.63 incl. VAT per minute

  • Tiny Cargo: £0.63 incl. VAT per minute

  • Micro Cargo: £0.43 incl. VAT per minute

  • Trailer: £0.74 incl. VAT per minute

  • Passenger: £0.49 incl. VAT per minute

Waiting time charges apply per task and are calculated automatically based on system timestamps. Surcharges apply to these values, when booking a job you can check the final price per minute of extra waiting time,  by hovering your mouse over the “?” tooltip next to the displayed price. 

2.9.2. Thermal Box Usage

All of our bikes are equipped with two foldable thermal boxes.
Use of these boxes incurs a charge of £5 incl. VAT per booking, which covers cleaning time and replacement costs for damaged boxes.

2.9.3. Over-Capacity and Incorrect Booking Charges

3.1 Over-Capacity Penalty

If the cargo does not fit within the limits of the booked service, an over-capacity penalty charge of £10 (including VAT) may be added to the booking price. Customers are responsible for ensuring the correct service is selected at the time of booking.

Cargo size and service type guidance is available here: https://drive.google.com/file/d/1IcRG89TurLqdFXjRIwi2pDXUVUpJDYGr/view?usp=sharing

3.2 Cancellation Due to Incorrect Booking

If the cargo cannot be safely carried on the bike due to being incorrectly booked, we reserve the right to fail the booking and apply a 50% charge, in line with our cancellation terms.

3.3 Rebooking with Correct Service

In cases of severe misbooking — for example, a booking made as Tiny Cargo where the cargo clearly falls within the parameters of a Large Cargo service — we reserve the right to rebook the job using the appropriate service type. This may apply where the price difference exceeds the over-capacity penalty charge.

3. 'Pedal Me' Passenger Journeys

3.1 Passengers must take responsibility for themselves, their own possessions and actions while travelling with us. Please ensure you keep your belongings secure whilst travelling, in particular mobile phones etc.

3.2 Our bikes are fairly hardy, but passengers are responsible for damage to, or necessary cleaning of our bikes and equipment resulting from use of our services where such damage or soiling is beyond reasonable wear and tear or from unreasonable conduct.

3.3 We carry insurance to £5 million against injury to passengers.

4. Terms of carriage for 'Pedal Me Cargo' And ‘Pedal Me Trailer' Journeys

4.1 Our employees may cancel the journey at any time if they are concerned for either their own or the safety of your goods.

4.2 We can carry large items on our bikes (up to 150 kg), but not all will fit – if you are uncertain contact us direct to check whether your load will fit on our bikes. You can do this by e-mailing jobs@pedalme.co.uk or calling 0203 189 1612. If the rider cannot carry the load in one go we may need to charge you for a second job. Our trailers can carry larger items (up to 150 kg on the trailer, as well as 150 kg on the towing bike), again, get in touch if you have any queries.

4.3 Do please inform us in advance if we are transporting particularly fragile or time sensitive items, and make sure you communicate clearly with us pickup location; contact details; dropoff location and drop off contact details. We cannot be responsible for delay, damage or loss as a result of a failure to communicate these details with us.

4.4 If we are unable to make a delivery for any reason, then the client is responsible for the cost of the return trip if required.4.5 Pedal me is insured to £25,000 load value for loss or damage in transit.

4.5 Transit shall commence when the cargo is loaded on the cargo bike and the rider is ready to depart the pick-up point.

4.6 Transit ends when delivery is either

:i) Offered to the recipient, resident or responsible party at the delivery address

ii) Left in a safe place in accordance with instructions from the recipient or client

iii) Returned to the client

4.7 Any delivery timescales presented are estimates and Pedal Me is not responsible for any loss of revenue caused by late delivery. We will offer refunds where delay is beyond what might reasonably be expected, and the delay was our fault. We won’t refund delays incurred through delays at collection, wrongly addressed booking or poor instructions.

4.8 The client is responsible for the return of their own external packaging equipment such as crates or thermal boxes. If a return is not arranged then these may be held or disposed of.