Your Questions Answered

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. Send the email to contact@wombi.us. 

Each bicycle is covered by insurance in excess of $500. In the case of damage above $500 or theft, the subscriber would be responsible for the $500 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.

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.

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.

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.

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.

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).

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.

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.