These terms apply to every booking made with Bike On, whether that is a bike hire, a delivery, a coaching membership or term booking, a holiday program or a private group session. They are written in plain terms so you know where you stand before you book.

By making a booking you accept these terms and the liability waiver. If anything here is unclear, ask us before you book.

The short version.

• Hire is charged per calendar day.
• Single-day hires can be cancelled without penalty up to 24 hours before the start.
• For all other bookings, changes more than 7 days out are refunded in full, 7 days to 48 hours out are refunded at 75%, and inside 48 hours there is no refund, whatever the reason.
• All coaching enrolment payments (monthly memberships and term bookings) are final. Monthly memberships can be cancelled at any time, but there are no refunds, credits or make-up sessions for the unused part of a month, for missed sessions or for weather.
• Coaching is run through our parent portal, and you are expected to use it and read our communications.
• Private group pricing is not a per-head price, so fewer riders does not always mean a lower price.
• Delivery is available in the Noosa area and selected regions of the Sunshine Coast, with the exact time confirmed on the day.

Bookings, payments and your waiver

These apply to every booking, on top of the section for the service you have booked.

Liability waiver

• Every rider must accept our liability waiver before any hire, session or program starts.
• For riders under 18, the waiver is completed by a parent or legal guardian.

Payments and charges

• Bookings are confirmed once payment has been made.
• Where a card is held on your booking or account, any charges under these terms (damage, late returns, rescue) are made to that card.

Changing or cancelling a booking

• The 24 hour no-penalty rule applies to single-day hires only, including self guided ride bookings. Hires of two days or more follow the standard terms.
• This applies to every reason for changing or cancelling, including weather, conditions, illness, injury and travel disruption.
• Unfavourable conditions are not a reason to cancel outside these terms. Where a credit or a new date is offered, it is at our discretion.
• Coaching enrolments (monthly memberships and term bookings) are final once paid, so the table above does not apply to them. See Coaching below.

If what you booked is not available

Now and then a bike or item becomes unavailable, for example because a previous hirer damaged it. We will offer the closest alternative. If you would rather not go ahead, we will refund the booking in full. We do not offer compensation beyond the cost of the booking.

Accurate details

Please make sure your booking shows the right bikes, sizes, accessories and rider details, including rider heights and ages. We cannot guarantee a swap or a redelivery if the wrong items are booked, and there is no refund where a rider cannot take part because the details given were wrong.

Bike hire

How hire days work

• Hire is charged per calendar day, or part of a day. It is not charged by the hour or in 24 hour blocks.
• Bikes must be returned by 4:00pm on the last day of hire, so we can get them ready for the next day’s riders.
• Bikes are collected from and returned to our shop, unless you have booked delivery. See Delivery and collection below.

Collecting the afternoon before

• You can ask to collect the afternoon before your hire starts. Note it on your booking.
• If the bike is available, early collection costs 50% of the full daily rate.
• Asking for early collection does not guarantee it. Book the dates you need, as we cannot accept cancellations because early collection was not available.

E-bike age and licence rules

Queensland law sets age and licence requirements for e-bike riders on roads, paths and public places. You declare the age and licence status of each rider when you hire, and you are responsible for riding within the rules for wherever you ride. Read our Queensland E-Bike Laws page before you book.

• Riders under 18 cannot hire on their own. An adult makes the hire on their behalf.
• Where a declaration seems unreasonable to rely on, we may ask for evidence of age or licence. We will not release an e-bike where a rider’s eligibility cannot be established, and no refund or credit is guaranteed in that case.

Looking after the bike

• Return the bike in the same condition it went out, to the same place you collected it from.
• Wear an Australian Standards approved helmet at all times.
• Only our fat tyre e-bikes may be ridden on the beach. A beach cleaning charge of $10 per bike applies to any fat bike ridden on the sand. It is included automatically when you book the Noosa North Shore Beach Ride. If you are hiring a fat bike on its own and plan to ride on the beach, please add the beach cleaning fee when you book. All other hire bikes must stay off the sand, and cleaning or damage charges apply if one comes back with salt or sand damage. If a fat bike comes back from the beach without the fee on the booking, we’ll add it at return.
• Do not ride at night unless the bike has lights fitted.

Damage, loss and theft

Bikes are inspected before collection or delivery. Normal wear and tear is fine. The person named on the booking is responsible for the bikes and equipment for the whole hire, including damage, loss, theft, confiscation, seizure and non-return.

Damage we will charge for includes:

• Structural or serious cosmetic damage to the frame
• Bent parts from crashes or transport
• Crash damage of any kind
• Rim damage from riding on a flat tyre
• Excessive tyre wear from skidding
• Damage to the charge port
• Rust or mould from poor storage
• Any other damage that should not happen in normal use

Repairable damage is charged at the cost of parts, labour and associated losses. Where a bike or item is lost, stolen, seized or not worth repairing, you may be charged the full replacement cost plus any recovery, transport, admin and loss of use costs. Lost parts and accessories are charged at cost.

Late returns

• Late returns are charged at the full daily rate for each day, or part of a day, that the bike is late.
• We do not usually offer half-day hires. Where we do, a late return is charged at the 3 hour rate for each 3 hour block, or part of one, that the bike is late.
• If a late return affects other customers or adds staff costs, those costs may also be charged.

Flat tyres and other faults

• We will help with faults like flat tyres or broken chains, but help may not be immediate.
• A fault does not end your responsibility for the bike. A bike left behind, for any reason, is treated as lost and charged at full replacement cost.
• Flat tyres are not grounds for a refund or discount.
• Please be self-sufficient, especially in remote spots. Ask us for a repair kit when you collect.

E-bike batteries

• E-bikes go out fully charged.
• Any range estimate we give is only an estimate, not a guarantee. Two riders on the same route can get very different distances, depending on their weight, the assist mode selected, gear use and how much effort they put in.
• We do not offer a pickup service for flat batteries. An e-bike can be ridden without assist, and you are expected to ride it back. If you cannot or will not ride it back, we will come and get you, and the rescue charges below apply.
• Ask our staff for tips on getting the most range if you are unsure.

Battery keys

• E-bikes are not issued with a battery key as standard. If you cannot store your bike indoors to charge it, you can ask for a key so the battery can be removed and charged inside.
• A $50 key deposit is taken on card (no cash) when the key is issued, and refunded when the key is returned.
• The bikes are your responsibility for the whole hire. Leaving them outdoors when they are not in use increases the risk of theft. See Damage, loss and theft.

Rescue and recovery

If we have to come and get you or a bike, for any reason that is not our fault, the cost is charged at a minimum of $75 per hour, in one hour blocks, from when we leave to when we return. Common reasons are flat tyres, broken chains, flat batteries, accidents, exhaustion and getting lost.

Any rescue from Noosa North Shore, for any reason including a mechanical fault, has an extra $60 on top of the time charge to cover ferry costs.

Delivery and collection

Heads up. With a single-day hire, delivery windows may mean you have your bikes for less time than if you collected in-store. All delivery and collection is subject to availability and confirmation. We will confirm your exact time on the day.

Collecting in-store

You are always welcome to collect and return at our shop, U12, 20 Venture Drive, Noosaville. We are open 8:30am to 4:30pm, 7 days. Bikes must be back by 4:00pm on the last day of hire.

All six of our self guided rides start and finish at the shop, which makes in-store collection the better choice for a single-day hire.

Delivery areas, costs and minimum orders

The fee covers one delivery and one collection per booking. If items on the same booking start or finish on different dates, each extra drop off or collection is charged separately. Below the minimum order for your area, delivery is not available and bikes need to be collected in-store.

For anywhere not listed, contact us before you book.

Delivery times

• Delivery is usually between 9:00am and 11:00am.
• We will contact you on the morning of delivery to confirm a time. Exact times cannot be guaranteed in advance.
• We will do our best to deliver close to any time you ask for, but it cannot be guaranteed.
• Delivery is only guaranteed for bookings made at least 24 hours before the delivery date. Requests made with less notice depend on driver availability.

Collection times

• Collection is on the last day of your hire, typically between 3:00pm and 4:30pm. The exact time is at our discretion within that window, and we will contact you on the day to confirm it.
• It is a condition of booking delivery and collection that the bikes are available for collection for the whole window.
• If they are not, you will need to return the bikes to our shop yourself. Where you cannot, late fees may be charged.

Before we deliver

• The booking must be paid in full and every rider’s waiver completed online.
• We must be able to reach you. If we cannot contact you, we will not deliver. Please make sure your contact details are accurate and that you can be reached on the morning of delivery and on the day of collection.

If we cannot deliver or collect

• If the person responsible for the booking is not at the delivery address at the confirmed time, we cannot guarantee a later redelivery.
• If the bikes are not available during the collection window, or we cannot reach you, we cannot collect them on our scheduled collection run. Any separate trip to collect them is charged at the full cost to us, including staff wages and fuel, plus compensation to other customers affected by the bikes not being back on time.
• Each extra day the bikes are not returned is charged at the full daily rate.

E-MTBs are not delivered

Electric mountain bikes must be collected from and returned to our shop, open 8:30am to 4:30pm, 7 days. You can ride straight from the shop into the Tewantin National Park trails.

Coaching

This covers our monthly memberships, term bookings, paid holiday programs and events, and private or custom group sessions.

All coaching enrolment payments are final. Payments for monthly memberships and term bookings are not refunded, credited or transferred, including if you cancel before a term starts or your rider stops attending.

The parent portal and communication

All coaching programs are run through our parent portal. It is the one reliable point of reference for session cancellations, holiday program bookings, important dates and updates, so nothing gets lost across emails and messages.

Programs are run on the basis that parents read our communications and use the portal. Discussions about issues such as missed sessions, lapsed enrolment and loss of a place in the program, or arriving at a cancelled session, caused by not reading communications, or not staying on top of the program, will not be entered into.

• By enrolling, you confirm you have read how the portal works and followed the setup instructions. If you are unsure about anything, including how to add other users, contact us.
• Save the portal to your phone’s home screen so it works like an app, or bookmark it: trail-master-6c7a667f.base44.app.
• Emails from the portal only go to registered users. If other family members need to receive emails or access the portal, add them to your account from the menu and have them create an account using that email.
• Many announcements, including cancellations, are also emailed, but we cannot guarantee your email provider will not send them to spam or another folder. If in doubt, check the portal.
• We are always happy to help, but if your question is already answered in the portal, such as whether a session is running in this weather, we will direct you back to it.
• All absences are communicated through the portal. The person who made the booking is responsible for making sure everyone relevant can access the portal to manage their rider’s attendance and see cancellations.

Monthly memberships

The short version. A monthly membership is paid a month in advance and renews automatically until you cancel it online. There is no minimum period. You can cancel at any time, but payments are final: there are no refunds, credits, transfers or other concessions for the part of a month you have already paid for. You keep using everything you are entitled to until the end of that month.

What a monthly membership covers

• A monthly membership is a monthly payment, charged in advance to the card on your account.
• It covers your rider’s place in their weekly term program, plus selected school holiday programs (see Holiday programs included in monthly memberships below).
• There is no minimum period, which makes a monthly membership a good way to try our programs.
• It renews automatically each month until you cancel it online. If you are not continuing, it is up to you to cancel.
• Your place carries over from term to term for as long as the membership continues. To change days or programs, contact us.

Cancelling

• You can cancel at any time through your My Account page.
• If you do not cancel, the membership renews and is charged. Not cancelling is not grounds for a refund.
• There are no refunds, credits, transfers or other concessions for any unused part of a paid period.
• After cancelling, you can keep using every service your membership includes until the end of the period you have paid for.
• Monthly memberships cannot be paused, and we do not hold places. Once cancelled, your rider’s place is released and offered to families on the waitlist.

Managing your account

The person who takes out the membership is responsible for managing it online through My Account, including cancelling and keeping payment details current. Holiday programs are booked through the parent portal. Telling a coach, or sending us a message, does not cancel a membership. It is only cancelled once you have cancelled it in your account.

Attendance and value

• Enrolment reserves a place in a program with capped numbers. It is not charged according to attendance.
• Monthly memberships are priced on the basis that attendance goes up and down. Children commonly miss sessions through illness, injury, holidays, school events or family commitments.
• To stay fair and consistent across all families, we do not offer individual pauses, credits or extensions, and there are no credits or refunds for sessions a rider does not attend, for any reason.
• We do not move riders between groups to make up missed sessions. Groups are set by size and skill level, so it could never be offered widely, and it would not be fair to offer it to some riders and not others.
• Monthly memberships include eligible holiday programs at no extra cost, which gives significantly more riding than the weekly 1.5 hour session and further allows for missed or cancelled sessions.
• It is up to each family to decide whether a monthly membership is good value for them.

Weather

• Pricing is based on delivering roughly 7 weeks each school term, although we aim to run all 10 weeks whenever possible. Sessions lost to weather are already allowed for.
• A session cancelled for weather does not result in a credit, refund or make-up lesson.
• Although billing is monthly, there is no guarantee of how many sessions will run in any one billing month.
• Where an unusually high number of sessions are cancelled for weather, the impact is assessed across a whole term and its holiday period combined, not within any single billing month. Please keep this in mind if you are only joining for a month.
• We ride in the rain, with safety in mind. We will postpone, change or cancel a session when conditions are unsafe, such as storms or very heavy rain.

How the monthly price is calculated

• The monthly price is based on four sessions per month. For example, $160 a month is $40 a session.
• Billing falls on the same date each month rather than every 28 days, so some billing periods include a fifth session at no extra cost. Over a longer enrolment these extra sessions add up. They are a benefit of staying enrolled, and another way our pricing allows for missed or cancelled sessions.
• Play On! Sports Vouchers (formerly FairPlay) and other subsidies are valued at the four-sessions-per-month rate. They cannot be applied as a money credit. Instead, we move your next payment date back by the number of sessions the voucher covers. This can shift when your next five-session month falls.

Holiday programs included in monthly memberships

• You are not enrolled automatically. Every holiday program must be booked through the parent portal, subject to availability.
• Included programs are only available while your membership is active on the date of the program.
• Bookings are for the rider named on the membership and cannot be transferred.

Booking holiday programs

Holiday program places are limited and often book out. Do not book programs your rider does not plan to attend.

• Before booking, check that your rider wants to go, is available, and is not already committed to something else.
• If you need to cancel, use the cancel button in the portal as early as possible. Cancellations made the evening before or on the day rarely leave time to offer the place to another rider.
• Illness and genuine emergencies happen. However, late cancellations and no-shows are currently very high among members, compared with bookings paid for individually. Please do not book “just in case”.
• Repeatedly booking and not attending will mean future bookings are not accepted.

Term programs paid in full

Where a term program is paid for up front rather than by monthly membership, the same assumptions apply.

• Payment is final. There are no refunds, credits or transfers if you cancel before the term starts or your rider stops partway through, for any reason.
• Pricing assumes some sessions will be cancelled, based on delivering roughly 7 weeks each term, although we aim to run all 10.
• There are no credits, refunds or make-up lessons for sessions cancelled for weather, or for sessions a rider misses for any reason.
• We do not move riders between groups to make up missed sessions.
• If you are not sure your rider will want to ride the whole term, a monthly membership is the better choice.

Paid holiday programs and events

This covers holiday programs and events paid for on their own, outside a monthly membership.

• A booking gives you a limited place in that program. The standard change and cancellation terms above apply.
• If we cancel a program or day, including for weather, you can choose a credit or a refund.
• If a rider chooses not to attend because of the weather, there is no credit or refund.
• If a rider misses one or more days for any other reason, we do not guarantee a credit or a place in another program. Where there is space in another program in the same holidays we will try to help, but it is not guaranteed.

Private and custom groups

• Private and custom group sessions are priced for the group as a whole, based on coaches, time, planning and venue. They are not calculated on a cost per head basis.
• A change in rider numbers does not necessarily mean a change in price. Fewer riders on the day does not reduce the price.
• If numbers increase, we will confirm whether extra coaches are needed and whether the price changes.
• Changes or cancellations made less than 7 days before the session are not refunded. This includes weather that we do not consider significant, and illness. Any credit is at our discretion.
• If we cancel because conditions are unsafe, we will offer a new date or a refund.

Bikes and gear

Parents are responsible for making sure their rider’s bike is safe, working and suitable for the session. We have a duty of care to every rider, so if we consider a bike unsafe or unsuitable, the rider cannot ride. Parents cannot give permission for their child to ride a bike we consider dangerous. If a bike cannot be made safe at the session, the rider will need to be collected. There is no refund or credit where a rider cannot take part because of an unsafe bike.

A suitable bike has:

• Working hand brakes on both wheels (no foot brakes)
• Gears that work properly and are well maintained
• Tyres that are inflated, in good condition and with reasonable tread
• Wheels and other parts that are secure
• Handlebar ends that are plugged
• Wheels of at least 20 inches. Some programs need 24 or 26 inch wheels, so check the program page.
• All parts fitted are secure and functional

Every rider must bring:

• A correctly fitted Australian Standards approved helmet. We strongly suggest a full face helmet.
• Enclosed shoes, ideally MTB shoes
• Water, and a way to carry it
• A spare tube that fits their bike

Water and a spare tube are compulsory.

• A rider without water, and a way to carry it, will not be permitted to ride. Parents cannot give permission for their child to ride without water. It presents an unreasonable risk to the rider, and managing a thirsty rider affects the whole group.
• A rider without a spare tube that fits their bike will not be permitted to ride. Offering to collect your child if they get a flat is not a workable solution.
• There is no refund or credit where a rider cannot take part because they do not have water or a spare tube.

We also strongly recommend knee and elbow pads and full finger gloves. Coaches carry a lot of gear already, so please do not expect them to carry riders’ water or snacks.

Arriving on time

• Sessions leave at the stated start time. Arrive early enough for your rider to be ready to ride.
• We do not typically wait for late arrivals. If your rider is late, the group may already have gone.
• Parents are expected not to send riders into the forest to look for their group. Riders often find the wrong group, which creates problems for that group and its coach.

Session cancellations

• If a session is cancelled, a notice appears on the session card in the parent portal, and the portal emails registered parents.
• If conditions clearly prevent riding, we cancel early. When the weather is uncertain, we may wait until about 3:00pm to make the most informed decision.
• Our shop staff see the same information as the portal, so they will not know a session is cancelled until the notice appears there. Please do not call or visit the store to ask whether a session is running. Refresh the portal instead.

Changes to these terms

We may update these terms from time to time. The version on this page when you book is the one that applies to that booking. For monthly memberships, the current version applies from your next billing date.

More information

If you are not sure how these terms apply to your booking, ask us before you book, or visit us at U12, 20 Venture Drive, Noosaville.

• Bike hire and delivery: call (07) 5474 3322 or email hire@elementoutdoors.com.au
• Coaching: call (07) 5474 3322 or email ride@bikeon.com.au

Please note. This page is a plain-English summary of how our bookings work. It sits alongside the liability waiver every rider accepts, and your rights under Australian Consumer Law are not affected.