Payment Process

How does Velotooler process payments?

Velotooler's payment system is designed to make transferring money between bicycle users and bicycle mechanics as simple and reliable as possible. Here's how it works:

Bicycle users submit their credit card information to Stripe when they create a repair request.

Stripe issues a charge for the amount and Velotooler releases the money to the bicycle mechanic within 7 days, after the mechanic request is completed.

If a repair request is created but expires, or was not able to be fixed by a mechanic, the original charge on the bicycle owner's credit/debit card gets refunded on the same day, without charging the customer for the repair request.

Use of public.about.payment_process.Stripe Payment system is required to make a reservation or create a repair request. This helps ensure that both parties are protected under our Terms of Service, cancellation policies, User Refunds, and other safeguards. Stripe automatically includes service fees for Velotooler in each transaction, and some government-required taxes where applicable.

Velotooler Fees

Velotooler charges both the user and mechanic after each successful repair request.

• Velotooler charges a bicycle user 10% fee of a bicycle repair request.
• Velotooler charges mechanics with their own velotooler verified insurance policy a 10% fee on the bicycle repair request price, prior to the added 10% customer service charge.
• Velotooler may charge a cancellation fee if you book a request.

Velotooler Corporate Fees

Corporate fees specified in the contract and set on the negotiations.

Velotooler Refunds

Velotooler provides a full refund to a bicycle user on the same day if a repair request expires or if a request is marked as "unable to fix" by a mechanic. A bicycle user can also start a refund process within 5 days after a repair request is completed.

A bicycle user can use the "I am not happy with a bicycle mechanic" button and rate a mechanic when a repair request gets done. Velotooler team will process the request and will determine if a refund is applicable. Please note that after you rate your mechanic, we consider it as a done service and won't show the refund option anymore. You will also be able to get a full refund by clicking the "cancel" button while a request is still open (not accepted by a mechanic).

Cancellation Fee

If a repair request is canceled by the user after the mechanic has accepted the requested time, a penalty up to the full cost of the service may be appropriate. Each mechanic sets their own cancellation policy and you will see this at checkout.