Muvon Bikes cancellation, no show and return policy

Last updated: November 15, 2026

This translation is provided for convenience. If it differs from the Spanish version, the one more favorable to you applies.

Cancellations

Time periods are counted back from the pickup time of your rental, in local time at the Muvon Spot.

24 hours or more before: we refund 100%.
Between 24 and 2 hours before: we refund 50% of the rental.
Less than 2 hours before, or no show: no refund of the rental.
If you didn't pick up the bike, we refund the bike coverage in full.

Cancel from your rental page, by WhatsApp at +52 55 9225 2233 or at info@muvon.mx. We go by the time we receive your notice and confirm in writing how much we refund.

If we cancel, the Spot is closed or there is no bike at your time, we refund 100% plus the compensation set by Mexico's Federal Consumer Protection Law (Ley Federal de Protección al Consumidor).

Changes

Up to 2 hours before pickup, you can change the date, time or Spot once, free of charge, subject to availability.

No show

We hold the bike for 30 minutes on hourly rentals and 60 minutes on daily rentals, counted from the pickup time. If you arrive within that time, we hand it over, but the rental still ends at the time you booked.

We message you on WhatsApp at the pickup time and again 10 minutes before we release the bike. If you let us know you're running late, we try to hold it longer if there's no other booking; if that costs extra, we tell you first.

If the waiting time runs out and you haven't arrived or contacted us, we release the bike and the rental is not refunded.

If you return early

We don't refund the time you didn't use.

If the bike breaks down

If the bike breaks down through no fault of yours, report it from your rental page. We give you another bike at the Spot or bring one to you within 30 minutes at most. If we can't, we refund the proportional part of the time you didn't use.

If it fails when we hand it to you or in the first 30 minutes, we refund 100%.

Rain and weather

Normal rain doesn't entitle you to a refund. Before picking up the bike, you can change the date once at no cost.

If the authorities issue an alert (for example, a tropical storm or hurricane) or we close the Spot for safety, we offer you another date or refund the time you didn't use.

If you return late

You have a 15-minute grace period. After that, on hourly rentals we charge each extra hour or part of an hour at your bike's hourly rate, which you see before paying. On daily rentals, up to 2 hours late is charged by the hour; more than 2 hours, one extra day.

If you don't return the bike

If 1 hour has passed since your return time and you haven't returned the bike, we contact you. If 24 hours pass and you haven't returned it or answered us, we consider it lost. We then charge you the replacement value of your bike model, which you see before paying, and we may file a police report.

If you return it later in good condition, we refund that amount, minus the late fee and any damage. Bike coverage doesn't cover a bike that isn't returned.

Damage charges

Before charging you, we send you photos and the cost of repair or replacement. You have 5 business days to dispute it. We don't charge for normal wear and tear or for defects you didn't cause.

Card guarantee

We don't ask for a deposit. When you book, you authorize us, through a separate checkbox, to charge your card saved in Stripe for the late, damage or replacement fees described here, always with evidence.

Refunds

We make refunds within 5 business days at most, in the same currency and by the same method you paid with.