Frequently Asked Questions

Earn Commission with the Playa eBikes® Affiliate Program

Yes! Playa eBikes® offers an affiliate program for creators, entrepreneurs, and community members who want to earn rewards by promoting our eBikes and accessories. It’s a great way to support sustainable mobility and get rewarded for sharing products you believe in.

How to Apply

Getting started is easy. Just fill out our Affiliate Program application. Once we receive your form, our team will review your information and get in touch with next steps if approved.

Who Is a Good Fit?

We welcome applications from:

• Content creators and influencers
• Outdoor and cycling bloggers
• Eco-conscious community leaders
• Event organizers, affiliate marketers, and eBike enthusiasts

Have Questions Before Applying?

We’re happy to help! For questions about commissions, tracking, or fit, reach out to us at:
[email protected]

Yes — We Offer Discounts for Bulk eBike Purchases

If you’re purchasing multiple eBikes, Playa eBikes® offers special bulk pricing to make your group ride more affordable. Discounts vary based on the model, quantity, and current inventory — and we’re happy to provide a custom quote.

How to Request Your Bulk Discount

Simply fill out our Bulk Buying Program form. Tell us how many bikes you’re interested in and which models you’re considering. A member of our team will follow up promptly with personalized pricing and availability.

Need Help or Have Questions?

If you’d like to speak with us directly before filling out the form, feel free to reach out:

• Email: [email protected]
• Phone: (775) 447-1775

Other Ways to Save

We occasionally run seasonal promotions or special discounts that may apply to your purchase. Be sure to check with us about current offers — or follow us on social media for announcements.

Is Playa eBikes® Affiliated With Burning Man?

No — Playa eBikes® Has No Official Affiliation

Playa eBikes® is an independent company and is not affiliated with, endorsed by, or officially connected to the Burning Man Organization, Black Rock City LLC, or any of their registered trademarks or entities. We do not claim partnership, approval, or authorization from Burning Man in any form.

We Respect Burning Man’s Values and Rules

Although we are not affiliated, we recognize and respect the 10 Principles of Burning Man, such as Leave No Trace, Civic Responsibility, and Radical Self-Reliance. Our rental program is designed to support participants in preparing for the event responsibly — without offering commercial services on the Playa or implying brand association.

Compliance With Burning Man’s Commercial Use Policy

We strictly comply with Burning Man’s policy on commercial use and do not engage in any delivery, sales, or servicing activities on-site at Black Rock City. Any use of our eBikes at the event is initiated solely by the customer and is not connected to any official Burning Man program or vendor relationship.

Have Questions About Using an eBike at the Event?

If you plan to bring a Playa eBike® to the event and have questions about transportation, maintenance, or usage tips, please contact our team. We’re happy to assist — with full respect for the rules and boundaries set by the Burning Man Organization.

How to Schedule an eBike Pickup Time

Use the Calendar Link Sent to Your Email

After your booking is confirmed, you’ll receive an email with a calendar link to schedule your eBike pickup time. This allows you to choose a 2-hour time window that fits your travel plans. Please arrive during your selected slot so we can have your eBike ready and avoid delays.

Pickup Location Details

All rentals are picked up from our Playa eBikes® location at:

203 Corral Rd, Nixon, NV 89424

Here’s a live map for your convenience:

If You Miss Your Scheduled Slot

Arriving outside of your chosen 2-hour pickup window may mean your eBike isn’t ready or staff may not be available. If your plans change, you can update your time slot using the original calendar link in your confirmation email — as long as it’s within 4 hours of the scheduled time.

Need Help? Reach Out

If you’re outside that window or need assistance, the fastest way to contact us is via chat or support. We’ll do our best to help you make adjustments when possible.

For more details about the pickup process, see our related FAQ on pickup hours.

How to Schedule Your eBike Drop-Off Time

Pickup and Drop-Off Scheduling Link Sent Before the Event

You will receive a separate email from Playa eBikes® before the event that contains a link to schedule both your pickup and drop-off times. This email is not the same as your booking confirmation email. The scheduling link will take you to a calendar where you can select a 2-hour window for both pickup and return.

If You Don’t Schedule in Advance

If you do not schedule a drop-off time using the calendar link, you can schedule it in person at the time of pickup. You can also request a drop-off slot at any time during the event using the same calendar link sent to your email.

Drop-Off Timing and Our Availability Policy

It is important that you return your eBike during your selected 2-hour drop-off window. If you miss your scheduled drop-off and have not contacted us in advance, we may not be available when you arrive, and your eBike may be considered not returned. This could result in a deposit deduction. We are flexible, but communication is required.

If Your Plans Change

If you are delayed or need to change your return time, contact us via live chat or WhatsApp. These are the fastest ways to reach us, especially during Exodus. As long as you stay in touch, we will do our best to accommodate your situation.

For more details about picking up your eBike, visit our FAQ on how to schedule a pickup slot.

Comparing Playa eBike Models: Eco vs. Elite vs. Extreme

Each Playa eBike® model is built for a different kind of rider and use case — from compact, lightweight commutes to off-road endurance and high-performance cruising. Here’s a full breakdown to help you compare the Eco 350W, Elite 500W (720W peak), and Extreme 750W models across key performance areas.

🚴 Intended Use and Rider Profile

• Eco: Best for short-distance, casual riders who prioritize portability and simplicity.
• Elite: Great for riders who want comfort, versatility, and city-ready power.
• Extreme: Built for serious performance, longer rides, and rougher terrain — ideal for heavier riders or gear loads.

⚡ Motor & Power

Note: Higher wattage means better performance for inclines, payload, and acceleration.

🔋 Battery & Range

Tip: Larger voltage and capacity = longer rides and more power. Elite has higher voltage, but Extreme offers better real-world range due to efficient motor and frame.

🛞 Tires, Suspension, and Terrain

• Eco: 14″ wheels, 2.5″ width – suited for smooth surfaces and short commutes
• Elite: 20″ x 4″ fat tires, front suspension – good for mixed terrain and comfort
• Extreme: 20″ x 4″ fat tires, front + rear suspension – best for off-road or loaded travel

The Extreme is the most capable on uneven or dusty roads, followed by the Elite. The Eco is lightweight and nimble, but not ideal for rugged paths.

📦 Frame, Weight & Folding

Eco wins in portability. Elite offers a balance between power and foldability. Extreme is heavy-duty and best for stationary camp setups or powerful solo rides.

⚙️ Gears, Assist & Control

• Eco: Single speed, basic throttle and PAS
• Elite: 7-speed gear system, LCD display, 3 ride modes
• Extreme: 7-speed, 5-level PAS, LCD (S866), throttle and cruise control

Elite and Extreme are much more customizable in how you ride. Eco is simplified but sufficient for flat, urban travel.

📊 Summary Table

💡 Which One Should You Choose?

• Choose the Eco if you’re a minimalist, need portability, or plan short, flat rides
• Choose the Elite if you want a powerful, foldable eBike with comfort and flexibility
• Choose the Extreme for power, range, rugged use, or higher rider + gear weight

Still not sure? Reach out to our team or view each product individually:

• Eco 350W eBike
• Elite eBike
• Extreme 750W eBike

Important Safety & Policy Notice for Multi-Rider Use

While some Playa eBike models — such as the Elite and Extreme — are powerful enough to carry more than one person, Playa eBikes® does not endorse or authorize multi-rider use under any circumstances.

Why Multi-Rider Use Is Not Permitted

• All Playa eBikes are designed for single-rider operation only
• Our models do not include extended seats or passenger foot pegs
• Riding with a second person may compromise stability, control, and braking
• Warranty coverage and rental agreements may be voided if multi-rider use is suspected

Battery Performance & Wear Considerations

Riding with a second person may place additional strain on the motor, frame, and braking system — and significantly reduce battery life and riding range. These effects are not covered under our standard warranty or performance expectations.

Legal and Liability Statement

Riders assume all responsibility and liability for any outcomes resulting from unauthorized multi-passenger use. Playa eBikes® is not liable for injury, equipment failure, or damage resulting from use outside the manufacturer’s intended design specifications.

Our Recommendation

For your safety and to ensure full warranty and rental coverage, Playa eBikes® should be used by one rider at a time. If you require transport for two people, we recommend considering two individual bikes.

eBike Performance on Unpaved Roads and Playa Terrain

Designed for Mixed Terrain—With Limits

Playa eBikes® are designed primarily for paved roads but can handle certain unpaved surfaces. However, when used on loose dirt, gravel, or Playa dust, you may experience:

• Reduced top speed
• Shortened battery life
• Less efficient motor performance

In some cases, range can decrease by 50% or more when riding on soft or unstable surfaces. This is normal and not considered a defect.

Model-Specific Terrain Performance

• Eco: Ideal for pavement and light dirt paths. Not recommended for loose sand or deep Playa dust due to its smaller wheels and limited torque.
• Standard: Better suited for compact soil and mild gravel. 500W motor and 4″ fat tires improve traction over the Eco model.
• Elite & Extreme: Best options for the Playa. High-torque motors, advanced suspension, and large fat tires handle dust, soft ground, and uneven terrain more effectively.

Ride Safely and Responsibly

No eBike performs the same on dust or gravel as on pavement. Use caution with throttle or pedal assist on loose surfaces. Avoid overloading your bike, and always adjust your expectations when riding on unpaved routes.

Choosing the Right Model?

If you’re planning for mixed terrain or a Playa environment, feel free to contact our team for personalized recommendations. We’re happy to help you pick the right eBike for your trip.

Policy Note

Performance variations on unpaved terrain are expected and not covered under warranty or return policy. For more info, see our Unpaved Terrain Policy.

Pickup Hours and Appointment Policy for Playa eBikes® Rentals

Standard Pickup Hours: 8:00 AM – 10:00 PM Daily

All eBike pickups must be scheduled in advance using the calendar link sent to you by email before the event. This link allows you to select your preferred 2-hour pickup window. Standard pickup hours are from 8:00 AM to 10:00 PM each day.

24/7 Pickup Requests Are Subject to Staff Availability

We understand that travel to and from the Playa doesn’t always follow a strict schedule. In limited cases, we may accommodate pickups outside of standard hours, including overnight — but this is offered solely at our discretion and based on staff availability. We are not required to provide 24/7 access, and uncoordinated arrivals may not be supported.

If you need a pickup outside of regular hours, you must contact us in advance using live chat or WhatsApp. We’ll do our best to help — but flexibility depends on capacity and operational safety.

Keep Your Pickup Appointment Active

To ensure your eBike is ready, arrive during your scheduled 2-hour pickup window. If your plans change, let us know right away. Failure to show up at your scheduled time without notice may result in delayed service or missed pickup.

Schedule Your Drop-Off Time Too

Return appointments are also required and can be scheduled through the same calendar link used for pickup. For full drop-off guidelines, visit our Drop-Off Time FAQ.

How to Return a Purchased eBike In Person

Step 1: Confirm Eligibility

This return process applies only to purchased eBikes. To be eligible, the bike must be new, unused, and in its original, unopened packaging. If the box has been opened or the eBike was not stored indoors, a partial refund may be considered based on its condition.

Rented eBikes are not eligible for refunds.

Step 2: Submit the Return Request

To start your return, complete the Return Form. Include your order number, contact info, pickup date, and details about the bike’s condition. If the box is still sealed or the eBike is unused, please attach photos or a short video as verification.

Step 3: Wait for Approval

We’ll review your submission within 3–5 business days. If your return is approved, you’ll receive instructions for an in-person drop-off at our designated location.

Step 4: Return the eBike

Bring the eBike to the specified location in its original packaging and condition. At this time, returns must be completed in person. We do not offer return shipping options.

Step 5: Receive Your Refund

Once we inspect the returned eBike and confirm it meets the return criteria, your refund will be issued to the original payment method. Please allow 5–7 business days for processing after the return is completed.

For more details, visit our Purchased eBike Return Policy FAQ or read the full Return Policy.

Conditions for a Refund

To qualify for a refund, your purchased Playa eBike must meet the following requirements. Rented eBikes are not eligible for returns or refunds.

Eligible Return Conditions

• The eBike must be unused and unassembled
• The box must be unopened and in original condition
• The eBike must have been stored indoors

Returns that don’t meet all of the above may still be accepted at our discretion. In such cases, a partial refund may be issued based on the bike’s condition, packaging, and signs of use or exposure.

Important Notes

All returns must be dropped off in person. We do not offer return shipping services at this time. For a full step-by-step guide, see our Return Process FAQ.

If you’re trying to return a rented eBike after use, please visit our Rental Return Checklist.

How to Drop Off Your Rented eBike After Use

Returning your rented Playa eBike is easy. Just follow the checklist below to ensure a smooth drop-off experience. Note: Rental returns are not eligible for refunds.

What to Bring at Drop-Off

• Your Rental Agreement Number
• Your full name and contact information
• Date and location of pickup
• Battery, charger, and keys (all required for full deposit return)
• Any accessories included with your rental
• Condition report — any issues, damage, or missing items

Where to Drop Off

Drop-off instructions will be provided by our team based on your original pickup location. In most cases, this will be the same site where you picked up your eBike. Please return the bike during business hours and allow a few minutes for inspection.

If someone else is dropping off the eBike on your behalf, make sure they have your order information and can answer basic condition questions.

After the Drop-Off

Once we inspect the bike and confirm that all components are returned in working condition, we’ll release your deposit. Please allow 3–5 business days for processing.

If you accidentally landed here and are trying to return a purchased eBike for a refund, click here instead.

What Happens After I Submit a Warranty Claim?

Once you submit a warranty claim for your Playa eBike®, our support team begins a straightforward process to assess your case and resolve it as quickly as possible.

1. Claim Review & Acknowledgment

You’ll receive a confirmation email shortly after your claim is submitted. Our team will review the information you provided — including the issue description, proof of purchase, and any photos or videos, if applicable.

2. Technician Evaluation

After reviewing your claim, our technical team may reach out with follow-up questions or to request additional documentation. If needed, you may be asked to ship your eBike (or component) to our service center for physical inspection.

3. Decision & Resolution

Once the inspection is complete:

• If the issue qualifies as a manufacturing defect under warranty, we’ll either repair or replace the item at no cost to you.
• If the issue is not covered under warranty, we’ll provide you with a repair estimate or alternative solution.

4. Communication Throughout

You’ll be updated at each step of the process via email or phone. We aim to resolve most warranty claims within 7–10 business days after receiving the necessary information or returned item.

For More Details

For full warranty coverage guidelines, please visit our Warranty Claim Policy FAQ category or Warranty Policy Page.

Start a Warranty Claim With Playa eBikes®

If you’re experiencing a potential manufacturing issue with your Playa eBike, we’re here to help. Starting a warranty claim is quick and simple — just follow the steps below to get the process moving.

Step 1: Contact Our Support Team

Reach out to us with a description of the issue, including when it started and how it was discovered. Be sure to have your order number and proof of purchase on hand.

• Email: [email protected]
• Phone: (775) 447-1775
• WhatsApp: (775) 257-2508

Step 2: Confirm Warranty Eligibility

Warranty coverage applies to manufacturing defects that occur during the warranty period. While we don’t cover damage from misuse or general wear and tear, we’ll carefully review each case with your safety and satisfaction in mind.

Step 3: Inspection & Resolution

Once we receive your eBike, our technicians will perform a full inspection. If the issue is covered, we’ll provide a repair, replacement, or refund — depending on the situation. If approved, shipping costs may also be reimbursed.

Need More Details?

We’re committed to making warranty claims easy and transparent. For full coverage details and related FAQs, visit our Warranty & Product Protection FAQ category.

What’s Covered Under the Playa eBikes® Warranty

Our warranty policy is designed to protect you against unexpected issues caused by manufacturing defects. If your Playa eBike® experiences a malfunction due to materials or workmanship within the warranty period, you may be eligible for repair or replacement at no cost.

✅ Covered Issues (Manufacturing Defects)

The following types of issues are generally covered under warranty:

• Motor defects — including performance failures unrelated to misuse
• Battery defects — failure to hold charge, faulty wiring, or internal power issues (excluding damage from overcharging or exposure)
• Frame welds or structural integrity — cracking or breaking under normal use conditions
• Controller or display unit malfunctions — if occurring during the warranty period and not due to moisture or impact
• Wiring harness and electrical systems — provided they’ve not been modified or exposed to elements outside of IP ratings

❌ Not Covered (Exclusions)

The following are not covered under the warranty:

• Damage caused by accidents, misuse, or abuse
• Wear and tear — including tires, brakes, chains, and grips
• Water or dust damage — beyond the protection limits outlined in the eBike’s IP53 water resistance rating
• Modifications or tampering with original parts
• Failure to follow usage guidelines or maintenance expectations

📅 Warranty Eligibility Requirements

Coverage applies only when:

• The eBike is still within the warranty period defined at time of purchase (typically 1–2 years)
• You can provide valid proof of purchase
• The issue is reported through our official warranty claim form

Need to Confirm Coverage?

If you’re unsure whether your issue is covered, please contact us at [email protected] or call (775) 447-1775 before submitting a claim.

Information Required for Submitting a Warranty Claim

To process a warranty claim with Playa eBikes®, customers must submit a fully completed warranty form. Providing accurate and complete information is essential for timely evaluation and resolution of your claim.

Required Information

Be sure to include the following when submitting your claim:

• Full Name: The name associated with the original order
• Date of Purchase: As listed on your receipt or order confirmation
• Reason for Warranty Claim: A clear description of the issue or defect
• Photographic Evidence: A link to high-quality images (and videos, if possible) showing the issue and overall condition of the unit
• Best Contact Information: Email and/or phone number where our team can reach you
• Additional Notes (Optional): Any other relevant information to support your claim, such as unusual sounds, behavior during use, or recent handling conditions

Important Legal Notice

By submitting a warranty claim, you confirm that all information provided is truthful and accurate to the best of your knowledge. Submitting false or misleading information may void your warranty coverage and could lead to claim denial.

Warranty coverage is valid only for issues that meet the terms outlined in our Purchase Agreement and Warranty Policy. Claims submitted with incomplete or unverifiable details may be delayed or rejected.

Need Help Filling Out the Form?

You can access the warranty claim form here: Warranty Claim Form. If you have questions, please contact us before submission at [email protected] or call (775) 447-1775.

Weather Protection and Riding Tips for Playa eBikes®

Playa eBikes® are designed with outdoor use in mind and feature an IP53 rating for weather resistance. While they’re not fully waterproof, they’re built to handle light rain and dust with ease — perfect for most riding conditions when used responsibly.

What Does IP53 Protection Mean?

• Dust: Minimal dust ingress is permitted but won’t affect performance
• Water: Safe against light rain or spray at angles up to 60°

This means your eBike is ready for most typical environments — just not extreme ones like downpours, deep puddles, or sandstorms.

Smart Usage Recommendations

• Avoid riding in heavy rain, deep water, or extreme dust storms
• Keep your eBike covered or stored indoors when not in use
• Never submerge components or pressure-wash the bike

Keep Your eBike in Great Shape

While normal exposure is expected, excessive water or dust damage isn’t covered under warranty. Following the care tips above helps ensure reliable performance and protects your investment.

For full guidelines on dust and water exposure, see our Ingress Protection Policy.

Deposit Refund Timing

Your deposit is reviewed and processed after the eBike has been returned and inspected. If there are no issues, your refund is typically initiated within 3 business days of inspection.

Refund Timeline

• Standard processing: Within 14 business days after inspection
• Refund method: Returned to your original payment method
• Potential delays: Damage, missing accessories, or excessive dirt may delay processing

If your eBike qualifies for a full deposit refund, no action is required — we’ll handle it automatically after inspection.

Deposit Deductions

If any issues are found with your return, part or all of your deposit may be withheld. For more details on potential charges, visit:
When a Deposit May Be Forfeited

Questions or Follow-Up?

If you haven’t received your refund after 5 business days from your bike’s return, or if you’d like to follow up, please submit a Customer Concerns Form. We’ll review and respond as soon as possible.

Lost Key or Charger Policy

If you return your eBike without one or more included accessories—such as a key or charger—your deposit may be partially forfeited to cover replacement costs. Accessories must be returned in full and in working condition to avoid deductions.

Applicable Charges

• One or both keys missing: $150 (flat fee)
• Charger missing or damaged: $75

Fees are based on standard replacement costs and may change over time. If you return only part of a set (e.g., one of two keys), it is treated as a full loss for that category.

Need to Report a Lost Item?

If you’ve lost your charger or keys, please notify us by submitting a Customer Concerns Form. This allows our team to review your case and respond quickly.

More Information

For a complete list of deposit deduction scenarios, including missing accessories, please visit:
When a Deposit May Be Forfeited

Accessory Requirements for Returns

All included accessories—both keys, the charger, and the battery—must be returned with your eBike. Failure to return any of these items may result in a partial or full forfeiture of your deposit.

Standard Charges for Missing Accessories

Accessory-related deposit deductions typically include the following (subject to change):

• Missing keys or battery: $150
• Missing or damaged charger: $75

Additional deductions may apply if the eBike is also not operational, damaged, or unreturned. For a full list of possible fees and forfeiture scenarios, please visit our related policy:

• When a Deposit May Be Forfeited

Lost an Item or Have Concerns?

If you misplaced a key, charger, or battery — or believe a charge was made in error — please submit a Customer Concerns Form. Our team will review your case and respond as soon as possible.

Your Playa eBike Ships Mostly Assembled — Just a Few Simple Steps Left

Playa eBikes® arrive approximately 85%–90% assembled. The most important components are pre-installed, so you’ll only need to complete a few easy steps to get riding.

What Will I Need to Do?

Typical final steps include attaching the:

• Front wheel
• Handlebars
• Pedals
• Seat post

The process usually takes 20–30 minutes and requires no technical experience.

What’s Included in the Box?

• Your eBike frame (partially assembled)
• Removable battery
• Battery charger
• Two keys
• May include: Basic toolkit, tire pump, or printed instructions (based on availability)

Do I Need Tools?

If a toolkit isn’t included, you can use standard household tools such as a wrench and Phillips screwdriver. If you need help, we can also provide a digital installation guide or video walk-through upon request.

Need Help or Want It Fully Assembled?

Prefer a hands-off approach? You can add professional assembly service at checkout for an additional fee. This ensures your eBike arrives fully assembled and ready to ride — no setup needed.

Yes — Explore Our Full Line of Playa-Ready eBike Accessories

We offer a wide range of accessories to enhance your ride, improve safety, and personalize your Playa eBike® experience. Whether you’re prepping for an event or everyday riding, we’ve got you covered.

• Playa Easy Use Cup Holder – Keeps your drink secure and within reach while riding.
• Multifunctional Repair Kit – Essentials for quick fixes on the Playa or trail.
• Premium Portable Charger (3,000–10,000 mAh) – Recharge phones and accessories during long days.
• 3-in-1 Multi USB Charging Cable – Compatible with Micro USB, USB-C, and Lightning devices.
• USB Splitter – Power multiple accessories from one port.
• 1L Leakproof Hydration Pack – Stay cool and hydrated hands-free.
• LED Bike Wheel Lights – Boost visibility and stand out at night with vibrant colors.
• Playa LED Strip – Customize your ride with fun, functional lighting.
• Waterproof Handlebar Bag – Keep essentials safe and dry while riding.
• Folding eBike Travel Bag (20″) – Protect your eBike in storage or during transport.
• Anti-Theft Folding Lock – Peace of mind when parking at camp or on the go.
• Front Basket – Carry extra gear, groceries, or Playa essentials.

You can add these accessories during checkout or purchase them separately anytime from our Accessories shop.

Can I Get My eBike Delivered to Burning Man?

No, we do not offer on-site delivery or servicing at Burning Man. This is due to event restrictions that prohibit unauthorized commercial activity on the Playa.

For bulk orders, we may be able to assist with trailer-based group pickups prior to the event. This is offered on a case-by-case basis, depending on timing and availability.

For individual rentals or purchases, customers are responsible for arranging pickup. If you’re unable to pick up your eBike personally, we may be able to help connect you with someone in your group or camp who can transport it for you. This is an informal courtesy and not guaranteed.

To ensure a smooth experience, we recommend planning your pickup at our designated location ahead of your departure. Learn more about coordinating a pickup time or pickup hours here.

Also, please note that we are not affiliated with the Burning Man organization, and all services comply with their policies.

How to Get Help With Your eBike Rental Deposit

Use the Form for All Deposit Questions

Have a question about your rental deposit? The fastest way to get help is by filling out our Customer Concerns Form.
You’ll also find the link on our Rental Terms & Deposit Policy page.

Use this form if you:

• Have questions about charges
• Want to dispute a fee
• Need to check your refund status

Filling out the form makes sure your request is documented and sent to the right person.

When You’ll Hear Back

We review every request within 7 business days.
To avoid delays, include:

• Your rental agreement ID
• Your return date
• Any photos or documents that help explain the issue

More Info About Deposits

For full details on deposit amounts and refund rules, read our Deposit Policy.

You can also check these FAQs:

• When is a deposit refunded?
• When is a deposit forfeited?
• What are the return conditions?

How to Contact Playa eBikes Customer Support

Start With Our Contact Form

The fastest and most reliable way to reach Playa eBikes® support is by using our official contact form. Your inquiry will be routed to the right department for quicker, more accurate assistance. Whether you’re asking about a rental, deposit, return, or general info, this is the best place to start.

Other Ways to Get in Touch

We also offer support through live chat, WhatsApp, email, Facebook, and Instagram. No matter which method you use, we aim to respond within 2–3 hours — often faster. During peak event times, our support team is available 24/7. If we miss your message, we’ll usually respond within one hour.

Phone Support Hours

You can call us daily between 8:00 AM and 6:00 PM. For the fastest resolution, we still recommend starting with the contact form.

If your question is about deposit issues specifically, you may also want to visit our FAQ on how to contact us about deposit concerns.

Definition of “Not Operational”

An eBike is considered “not operational” if it cannot be safely ridden or powered on at the time of return. In these cases, full or partial forfeiture of your deposit may apply, depending on the severity and cause.

Examples of Non-Operational Conditions

• Battery is dead, missing, or unable to hold a charge
• Motor or pedal-assist system fails to function
• Severe frame damage affecting ride safety
• Electrical issues that prevent startup or throttle use
• Software lockouts or unresponsive systems

How It Affects Your Deposit

If your returned eBike is determined to be non-operational, it may be classified as:

• Repairable: A partial deduction is made from your deposit
• Total Loss: The full deposit may be forfeited

To review the full policy, visit:
When a Deposit May Be Forfeited

Disagree With an Assessment?

If you believe your bike was incorrectly marked as non-operational, please submit a Customer Concerns Form. We’ll re-review your case and notify you of the outcome.

Playa eBikes® Deposit Amounts

Rental deposits for Playa eBikes® are calculated based on the difference between the retail price and the discounted purchase price of the model at the time of rental. This ensures that if you later decide to keep your eBike, the deposit already covers the remainder of the full purchase value.

How the Deposit Works

Here’s a simplified example:

• If the Playa Elite has a retail price of $1,199 and your purchase price is $825 (due to a promotion), your rental deposit is $374.
• If you used a discount code and paid $625, your deposit increases to $574.

This system gives you the option to keep the eBike after the event by simply not returning it—your deposit would then be applied toward the full purchase price.

Deposit Forfeiture in Other Scenarios

Your deposit may also be partially or fully forfeited if:

• The eBike is returned with missing accessories (keys, charger, or battery)
• The bike is returned damaged or not operational
• Excessive cleaning is required
• The eBike is not returned at all

All deposits are reviewed individually upon return. For more details, please visit:

• Under What Conditions Will My Deposit Be Forfeited?
• Under What Conditions Will My Deposit Be Refunded?

Need Help Understanding Your Deposit?

If you’d like a breakdown of how your deposit was calculated or want to discuss your return options, submit a Customer Concerns Form and our team will review your case.

How to Get Help With Your eBike Rental Deposit

Use the Form for All Deposit Questions

Have a question about your rental deposit? The fastest way to get help is by filling out our Customer Concerns Form.
You’ll also find the link on our Rental Terms & Deposit Policy page.

Use this form if you:

• Have questions about charges
• Want to dispute a fee
• Need to check your refund status

Filling out the form makes sure your request is documented and sent to the right person.

When You’ll Hear Back

We review every request within 7 business days.
To avoid delays, include:

• Your rental agreement ID
• Your return date
• Any photos or documents that help explain the issue

More Info About Deposits

For full details on deposit amounts and refund rules, read our Deposit Policy.

You can also check these FAQs:

• When is a deposit refunded?
• When is a deposit forfeited?
• What are the return conditions?

Deposit Deduction Notifications

Yes, if any part of your deposit is withheld due to damage, missing items, or other return issues, you will receive a detailed notification by email.

What the Notification Includes

• The reason for the deduction
• The amount being withheld
• Any supporting details (e.g., missing charger, eBike not operational)

You’ll receive this email within 14 business days of your eBike return. If no issues are found, your full deposit will be refunded automatically without notice.

Disputing a Charge

If you believe a deduction was made in error, please submit a Customer Concerns Form for review.

More Information

To review scenarios that may lead to a deposit deduction, visit:

• Under What Conditions Will My Deposit Be Forfeited?

What Happens If My eBike Is Damaged?

Returned eBikes are carefully inspected to determine if they are in fully operational condition. If any damage is found, here’s what to expect:

All Damage Is Assessed After Return

Every eBike is inspected during check-in and again after the event. If any damage or functionality issues are identified, we will notify you by email before any deposit deduction is made. Photos or documentation may be included depending on the case.

Repair Fees and Deductions Come from the Deposit

If damage or missing items are confirmed, the repair cost or replacement fee will be deducted from your deposit. For full details, see the following related FAQs:

• Under What Conditions Will My Deposit Be Forfeited?
• Deposit Fees for Missing Items or Damage
• What Does “Not Operational” Mean?
• Lost Keys or Chargers
• Accessory Return Policy

You Will Be Notified and Can Dispute Charges

If a deduction is necessary, you’ll receive a detailed email that outlines the reason, amount, and evidence (if applicable). If you believe the charge is incorrect or unfair, you can submit a formal dispute using the Customer Concerns Form.

How to Stay Informed and Avoid Surprises

For general refund timelines and how we handle undamaged returns, see:

• When Will My Deposit Be Refunded?
• Conditions for a Full Refund

When a Deposit May Be Forfeited

Your rental deposit may be partially or fully forfeited depending on the condition of the eBike and any missing components at the time of return. Below are the most common reasons a forfeiture may apply:

• One or more accessories are missing (keys, battery, or charger)
• The eBike is damaged and requires repair
• The eBike is returned in non-operational condition
• The eBike is excessively dirty and requires cleaning
• The eBike is not returned at all

Typical Charges (Subject to Change)

While exact deductions may vary based on the situation, typical charges include:

• Missing key or battery: $150
• Missing or damaged charger: $75
• Cleaning fee: $50
• Repairable damage: $75
• eBike returned but not operational: Full deposit forfeiture
• eBike not returned at all: Full deposit forfeiture

Need Help or Want a Review?

If you believe your deposit deduction was made in error or have questions about a charge, please submit a Deposit Inquiry Form. Our team will review your submission and respond promptly.

Related Deposit Policies

• Accessory Return Requirements
• What Does “Not Operational” Mean?
• Damaged eBike Return Process

Clean eBike Returned, But Not Fully Operational

Returning your eBike in clean condition is helpful, but not enough to guarantee a full deposit refund. To qualify, your eBike must also be fully operational at the time of return.

What Counts as “Not Fully Operational”

An eBike is considered non-operational if it cannot be safely ridden or powered on. Examples include:

• Battery is missing, dead, or unable to hold a charge
• Motor or pedal-assist system fails to engage
• Critical mechanical issues (e.g., broken brakes, damaged frame)

How This Affects Your Deposit

• Minor issues: A partial deduction may be applied (e.g., $75 repair fee)
• Major issues or total loss: Full deposit may be forfeited

We evaluate all returned bikes individually. Cleanliness helps, but functionality is essential.

Want Us to Review Your Return?

If you believe your eBike was returned in working condition but was marked non-operational, you can request a formal review by submitting the Customer Concerns Form.

Related FAQs and Policies

• What Does “Not Operational” Mean for eBike Return?
• Under What Conditions Will My Deposit Be Forfeited?

Eligibility for Deposit Refund

Your deposit will be refunded in full if the eBike is returned on time, fully operational, clean, and with all included accessories—both keys, the charger, and the battery.

Conditions That Qualify for a Full Refund

• The eBike is returned on or before your scheduled return date
• No damage or mechanical issues are found during inspection
• All accessories are returned: keys, battery, and charger
• The eBike is reasonably clean and does not require special cleaning

If all conditions are met, your refund will be processed within 3 business days after inspection. Funds are returned to your original payment method.

Related Deposit Deductions

If your eBike is returned late, damaged, dirty, missing accessories, or not operational, your deposit may be partially or fully forfeited depending on the severity.

Have Questions or Concerns?

If you believe you’re eligible for a full refund but have not received it, please submit a Customer Concerns Form and our team will follow up as soon as possible.

What Happens After I Submit a Warranty Claim?

Once you submit a warranty claim for your Playa eBike®, our support team begins a straightforward process to assess your case and resolve it as quickly as possible.

1. Claim Review & Acknowledgment

You’ll receive a confirmation email shortly after your claim is submitted. Our team will review the information you provided — including the issue description, proof of purchase, and any photos or videos, if applicable.

2. Technician Evaluation

After reviewing your claim, our technical team may reach out with follow-up questions or to request additional documentation. If needed, you may be asked to ship your eBike (or component) to our service center for physical inspection.

3. Decision & Resolution

Once the inspection is complete:

• If the issue qualifies as a manufacturing defect under warranty, we’ll either repair or replace the item at no cost to you.
• If the issue is not covered under warranty, we’ll provide you with a repair estimate or alternative solution.

4. Communication Throughout

You’ll be updated at each step of the process via email or phone. We aim to resolve most warranty claims within 7–10 business days after receiving the necessary information or returned item.

For More Details

For full warranty coverage guidelines, please visit our Warranty Claim Policy FAQ category or Warranty Policy Page.