Your Questions Answered
Introduction to electric bikes (or e-bike 101)
What is an electric bike?
An e-bike is just like a regular bike, but it includes an electric motor that is powered by a rechargeable battery. The motor provides pedal assistance, which makes carrying a heavier load, biking up hills, or riding into the wind (or all of the above) a lot easier.
Wombi e-bikes have four different levels of pedal assistance, which allow you to get as much or as little help as you want. The motor makes it easy for you to carry loads like kids or groceries, or to get where you’re going without getting overheated and sweaty. Ultimately, e-bikes help you to do more, ride more, and ride further.
You mentioned that e-bikes have a battery. Do I have to charge it?
Yes, you have to charge the battery if you want to use the electric motor. The charging process is as simple as plugging it in, just as you would with your mobile phone. To fully charge the battery for either the Tern GSD or Quick Haul, takes about 4 hours.
The battery can be removed from the bike for charging. This is super convenient if you want to take it up to your office with you to charge while you stare out the window and think about what you want to do next with your Tern.
Please only use the battery charger and cable that Wombi provides. Third party chargers and extension cables are not allowed.
So how long does a charge last? Using a single standard, fully charged battery, the Tern GSD will run between 32 and 65 miles with a single-battery configuration, depending on how heavily you rely on the pedal assist and how much load you carry. The Tern Quick Haul will run between 32 and 62 miles.
How fast will my e-bike go?
The pedal assistance you receive from your e-bike is limited to speeds up to 20 mph for the Tern HSD and GSD, and 28 mph for the Tern Quick Haul.
That said, you can ride your bike as fast as you want. Anything above the max assistance speed, however, will require you to either pedal hard or find a big hill.
How do I know I’ll fit on one of your e-bikes?
The Tern Quick Haul, HSD, and GSD are built to be extremely flexible in terms of who can ride them. The bikes each have handlebars and a seat which, when adjusted, accommodate any rider from 4’11” - 6’5” tall. And because the frames have low-step through heights, it’s easy to get on and off, no matter your size.
The best way to illustrate the flexibility of the Terns is to show you! We’d love to have you come by for a test ride. Go to our test rides page to book a time, stop by our shop, or get in touch at contact@wombi.usand we’ll organize your visit.
Could the battery catch fire?
Great news! This should not be a concern given the Bosch batteries on our Tern bikes meet the most rigorous battery safety standards – a standard called UL2849.
Unfortunately, with news of eBike battery fires spreading in the media, people have become worried about the dangers involved with e-bikes and scooters.
Find out more about why, if you opt for a Tern from Wombi you have no reason to worry.
All about subscriptions
Tell me about a subscription at Wombi?
A Wombi subscription is a monthly lease of one of our e-bikes. For a fixed monthly fee, with a two month minimum, you receive an e-bike (of course) that is fitted out with everything you need to get on the road (you’ll need to bring your own helmet), maintenance by our expert mechanics, and cover for theft or damage.
What is included with each bike?
Each of the Tern bikes is fully kitted out with almost everything you would need for your ride: front and rear lights, a heavy duty rack on the back, a lock, an alarm (fancy!) and, most importantly, insurance. The only thing you’ll need to provide is a helmet. Wombi also offers a range of accessories you can add on to suit your use, like child seats, panniers, or a rack for the front.
Why should I get a subscription instead of just buying an e-bike?
We designed our subscription to be the best way to start riding and keep riding an e-bike. Our subscription is a simple way to see if doing more of your life on an e-bike works for you. We get you riding quickly and give you the flexibility to see if an e-bike is right for you.
The subscription is good value – Wombi’s e-bikes are top quality, from the tires to the brakes to the motor and batteries. A subscription is also more flexible than owning a bike, because life changes and your needs might change. You can swap accessories, upgrade, downsize or give the bike back. You can even buy your bike, if you fall in love. It happens… You’ll never pay for maintenance, and our team can come to you for most repairs or bike/accessory swaps. Insurance, locks and alarms are costly but necessary items that don’t usually appear in the purchase price of a bicycle, but with a subscription you need not worry, because those things are included as well.
How do I cancel my subscription?
All you have to do is send us an email. Cancellation will take effect 4 weeks from the day of notice, at which point you will bring back your e-bike, the bike lock, keys, the alarm, charger and any accessories that were included in your subscription.
More about the subscription service
Can I come to test ride the bike first?
Absolutely. Head to this page to schedule a time, visit our shop, or send us an email to contact@wombi.us.
I am currently a subscriber and rider of the Tern GSD, but have decided that I would like to try the Quick Haul instead. Can I swap?
Yes, you can.
We allow one free swap within the first four weeks of your subscription, to ensure that you have found the best bike for you and your lifestyle. After the first four weeks of your subscription you can still swap, but we’ll charge you a fee of $100.
What about if I lose my key?
No problem - we’ll help you replace it, and charge a lost key fee of $120.
Can I use a Wombi e-bike for deliveries?
Our subscription is designed for personal use. Unfortunately, our insurance does not cover delivery drivers (e.g. Uber Eats) and we cannot rent out a bike to someone for this use.
Eligibility requirements
What are Wombi’s eligibility requirements for a subscription?
To qualify for an e-bike subscription, you need
- To be at least 18 years old
- Government ID
- Credit or debit card in your name
- Be physically fit to ride a bike and know how to ride a bike :-)
- Not use the bike for illegal activities (like tricks, or riding under the influence)
What types of payment do you accept?
We accept credit cards and debit cards. Sorry no cash, checks, or cryptocurrencies!
What types of Government ID do you accept?
Government issued:
- Driver's License
- Identification Card
- Passport
We know that life happens and people move, so if your ID isn’t up to date with your current address then we ask you to provide a utility bill to verify your address.
Can I share my bike subscription with a family member, partner, or friend?
Yes, the subscriber can authorize a “secondary rider” as long as that rider is at least 16 years old.
What if I’m not 18 yet and want to subscribe to a Wombi e-bike?
Please see above.
Can you tell me about any fees?
We’ve tried to keep all costs to a minimum by including all the important stuff like maintenance and roadside assistance in the subscription cost, but nonetheless there are some fees that we think you should know about.
- Accessory Swap Fee: $30
- Bike Swap Fee: $100 (one free swap within first 4 weeks of subscription; after that $100)
- Lock Replacement Fee: $120. Fee in the case a key is permanently lost, stolen or damaged, requiring the key and locks to be replaced
- Late fee for payments 7 days or later: $15 or 10% of overdue amount, whichever is greater
Caring for your e-bike
How do I take good care of my bike?
Here are a few good practices we suggest.
- Keep the tires inflated. It’s best to check them often, before each ride if you can. We recommend 45 psi.
- Store the e-bike inside or under good cover – prolonged storage outdoors will cause damage, including rust. Inside storage is better for security purposes too. Don’t leave your bike parked overnight in public places (e.g., outside your office, school).
- Always lock your bike up using our 3-step locking system - If you plan on storing your bike in a parking garage or other communal bike storage area, securely lock your bike to an immovable object using the chain (1), engage the wheel lock (2) , and set the alarm (3). As secure as these areas seem, they are prone to bike theft.
And for some reason, vandals like to attack bikes parked in public places, so don’t leave your bike parked overnight in public places (e.g., outside your office, school).
What are the requirements for storing my bike?
Your bike must be stored under cover, not visible from the street or public place and always off street overnight. Inside your home is perfect, in the garage or shed is good too, as long as they are not shared and lockable. Storing in a public area like an open air garage or communal bike area is fine as long as they are secure and not accessible by the public. In these locations, and any location that isn’t secure, the bike must be locked up using our 3-system locking system: the wheel lock and chained to something solid, with the supplied alarm engaged.
All these details are important as they relate to our theft insurance and we may require you to provide evidence that you can meet these requirements.
Safety Questions
Am I required to wear a helmet?
If the local law requires helmets, then yes, you’ll need to wear one. But even if it's not required, Wombi strongly recommends wearing a properly fitting helmet whenever you're riding an E-Bike for your safety.
How do I transport my kids safely?
We require helmets on kids when riding in the passenger or child seats in the e-bike. They also need to meet the manufacturer's height and weight requirements for the passenger or child seats.
What happens if my bike gets damaged or stolen?
What if the bike gets damaged or stolen?
If your e-bike is damaged, lost, or stolen, immediately notify Wombi. If it’s damaged, please don’t ride the bike and notify us so we can get it repaired.
In cases of theft, email us a description of what happened, file a police report and provide a copy to Wombi, along with the original keys and charger.
Each bicycle is covered by insurance that carries an excess of $500. In the case of damage above $500 or theft, the subscriber would be responsible for the $500 excess payment, while insurance would cover the rest.
Damaged or lost parts, components or accessories valued up to $500 will be charged to the subscriber at the value of the item/s.
Will I be charged if my e-bike is stolen or damaged?
Yes, you may be liable for repair or replacement costs. In most cases, your maximum liability is capped at $500. However, if the damage or loss is due to your negligence or failure to follow the agreement, you may be responsible for the full retail value.
To be covered by insurance, your bike needs to be securely locked using our 3-step system: bike locked to an immovable object with the chain lock, wheel lock engaged, and alarm set. The bike must also be kept undercover and out of sight overnight. Read more about how to safely lock your bike here or check out this nifty video our teammate from our sister company, Lug + Carrie in Australia, Thomas kindly whipped up.
Does insurance cover my e-bike under this lease agreement?
Wombi doesn't automatically provide insurance for any damage, loss, or theft. Check out our FAQ on ‘What happens if the bike gets damaged or stolen?’ for more information on how that works.
However, if your bike is lost or damaged through no fault of your own (e.g., accidental damage or theft despite taking proper precautions and locking using our 3-step system), your liability is limited to $500.
The insurance included with a subscription does not cover personal injury or third party insurance, which a lot of our customers get from either their own insurance company, or from third party insurers.
For extra coverage, you may want to check if your personal insurance, such as renters or homeowners insurance, covers the bike.
What’s considered “negligence” in this context?
Negligence means failing to take reasonable care of the bike, such as leaving it unlocked, not using our 3-step locking system, or in unsafe conditions that a reasonable person would avoid. If your actions directly lead to the damage or theft, this may count as negligence, and the $500 cap won't apply.
How can I protect myself from being liable for high costs?
Here are a few steps to minimize your liability:
- Always lock your bike securely following our 3-step locking system when not in use.
- Store it in a safe, dry location to avoid damage from weather or theft.
- Follow Wombi's guidelines for proper use and maintenance to prevent damage from misuse.
- Consider adding the bike to your personal insurance policy for extra protection.
If I report my bike stolen, will I still be charged for my subscription?
Once you report the theft, return the keys and charger, provide a copy of the Police Report, and pay any required costs under Section 9 of our Terms & Conditions, your subscription payments will be paused until Wombi provides a replacement bike (at our discretion).
Will Wombi always replace my bike if it's lost or stolen?
Not necessarily. Wombi may choose not to repair or replace a lost or stolen bike, in which case the agreement would be terminated. You won't be charged further subscription fees after making any required payments.
What happens if the bike is damaged but still usable?
If the bike is damaged, you should stop using it immediately and report the damage to Wombi. Continuing to use a damaged bike may put you at risk for further liability if someone gets injured or more damage occurs.
Theft prevention and security
What is the “3-step locking system”?
It’s fast and easy!
- Securely lock your bike to an immovable object using the chain
- Engage the wheel lock
- Set the alarm
Done!
How should I store my bike overnight?
Your bike must be stored under cover, not visible from the street or public place and always off street overnight, locked with our 3-step locking system. Read more here.
Can I put a personal GPS device (like an AirTag) on my bike?
Yes, you're welcome to add your own GPS tracking device, like an AirTag or Tile Mate, to the bike. Just make sure it doesn’t interfere with the bike's functionality or safety features, and remember to remove it when you return the bike at the end of your subscription. Please note that Wombi isn’t responsible for the performance or security of personal tracking devices and your usual responsibilities regarding theft and safe usage still apply.
Purchasing your Wombi
Can I buy one of your bikes?
Yes! If you have been a subscriber for at least 12 months, you can buy your bike. The price will depend on how long you’ve been a subscriber and the age of the bike. Get in touch with us at contact@wombi.usand we will be more than happy to discuss.
Will the bike I purchase be the one I’m riding now?
Yes, if you meet the criteria above, the bike you purchase will be the bike you’re subscribing to and riding.
If I had a gap in my subscription, but have subscribed to a Wombi for 12 months total, can I still purchase my bike?
Depends on the bike - reach out to us at contact @wombi.usand we will be more than happy to discuss.
What happens if I swapped bikes during my subscription?
The 12-month count restarts with every bike swap, but if you have any questions feel free to reach out to us at contact@wombi.usand we can give you more details.
Corporate programs
I’m a business owner. Can I rent or buy your bikes for my business?
Yes, you can.
We think our bikes can be great tools for many types of businesses. If you are interested, contact us at contact@wombi.usand we can discuss your needs and what we can offer.
Los Angeles
In which parts of Los Angeles do you operate?
We operate in most areas of Los Angeles, however there are a few differences in the subscription depending on where you live.
For customers who live within 6 miles of our shop, we include:
- free delivery at the start of each subscription and pickup at the end.
- free on-site servicing, where we make minor repairs at your house, while you wait.
- free delivery and pickup for any service that needs to be completed at our shop.
And for those who are beyond 6 miles from our shop in Los Angeles, you may still able to get a subscription, however there will be an additional mileage fee. For customers further than 7 miles, Wombi will make a determination on ability to service.
What’s your address and when are you open?
We are located at 8586 Washington Blvd, Culver City, CA.
We are open Tuesday through Saturday, 9:30 AM to 5:30 PM.
Get in touch at info@wombi.us if you want to schedule some service, swap some accessories, or test ride one of the Terns.
Seattle
In which parts of Seattle do you operate?
We operate in most areas of Seattle, however there are a few differences in the subscription depending on where you live.
For customers who live within 6 miles of our shop, we include:
- free delivery at the start of each subscription and pickup at the end.
- free on-site servicing, where we make minor repairs at your house, while you wait.
- free delivery and pickup for any service that needs to be completed at our shop.
And for those who are beyond 6 miles from our shop in Seattle, you may still able to get a subscription, however there will be an additional mileage fee. For customers further than 7 miles, Wombi will make a determination on ability to service.
What’s your address and when are you open?
We are located at 8558 Greenwood Ave N, Seattle, WA 98103.
We are open Tuesday through Saturday, 9:30 AM to 5:30 PM.
Get in touch at info@wombi.us if you want to schedule some service, swap some accessories, or test ride one of the Terns.