FAQ

General

 

  • Our delivery times are currently not affected by COVID-19.
  • Our premium delivery service is now also available again.
  • Our employees and partners follow current regulations: they always keep a safe distance and wear a face mask while on the job.

 

I am not a Bizbike customer

At the end of the FAQ page, you can fill in a contact form and ask your question. Additionally, you can call customer services during normal business hours at +32 56 900 655.

 

I am a Bizbike customer

Customers can ask our digital assistant Sara their questions. You can talk to Sara via this webpage and on your profile on My Bizbike. Click on the icon in the bottom right corner and start a conversation!

 

You can also easily ask questions via the Support function on My Bizbike. Additionally, you can call customer services during normal business hours at +32 56 900 655.

 

This can be done in different ways:
  • Enable digital assistant Sara to make an appointment
  • Go to "My appointments" on your My Bizbike profile 
  • Contact customer service at +32 56 900 655

This may also be useful:

To do this, complete the following steps:
  • Go to your profile on My Bizbike and click on "My Appointments".
  • As long as the status of an appointment is "Pending", you can change it.
  • If the appointment has already been confirmed ("Approved"), you can no longer change it yourself. In that case, contact customer services via "My Support" to change or cancel your appointment. One of our staff will make the changes for you.

 

Lifetime warranty

Frame: lifetime warranty on construction and/or material defects

7 years

Non-electric elements

2 years

Battery and electric elements

Exclusions
  • Parts that are subject to wear and tear such as tyres, chain and brake pads.
  • In the event of incorrect and/or careless use of the bicycle
  • Technical repairs that were not performed professionally
  • Parts that have been installed afterwards that do not correspond to the technical specifications of the bicycle
  • Parts that are not replaced in time
  • The effects of climate such as normal weathering of paint and chrome rust.

My warranty is still valid

If a part that needs to be repaired or replaced is under warranty, you can schedule an appointment for this via My Bizbike. You will not be charged for this. The technician who comes out will assess the warranty. 

 

My warranty has expired

 

You can request at home repair or replacement via My Bizbike. Parts that you can install on the bike yourself can be ordered via the Support function on My Bizbike. You will receive the invoice for your order soon afterwards.

 

*The warranty period always starts from the time of delivery

You can never cancel an appointment or order yourself. For this, you need to contact customer services:

  • Leave a message via "My support" on My Bizbike
  • Call +32 56 900 655

Delivery

When you schedule your delivery, you can choose the day that best suits you. You cannot choose the exact time. Depending on the supplier, you will receive an email with the estimated time one to three days in advance. Our partners try and stick to that time as closely as possible, but they may occasionally experience delays with another customer or in traffic.

 

Maintenance or repairs

When you make an appointment, you can choose the day that best suits you. You cannot choose the exact time. Three days before a mobile technician from Bizbike is scheduled to come by, you will receive an e-mail with the estimated time. Our technicians try and stick to that time as closely as possible, but they may occasionally experience delays with another customer or in traffic.

That depends on the brand you want to try out:

 

Visit one of the Bizbike Shops

De Bizbike Shop Genk opens its doors from April to October. You are welcome to come and test FUELL, Veloci, and Zübr bikes and ask questions from Wednesday to Sunday between 9:00 and 17:30. To ensure that your visit goes smoothly and safely, the bicycle shops work with appointments. It is very easy to book your visit. Go to the bookingtool and follow the step-by-step instructions.

 

Vist the Groep INTRO service points

The Groep INTRO Fietspunten and Mobyspots are open from April onwards, and you can visit them to test or buy Genius and Veloci electric bikes.

 

Can I take my bike home straight away?

Convinced it's the right bike for you? In Genk, you can take it home straight away! At all the other service points, you can order the bike and have it delivered to your house.

 

Make the most of your trial period

Are there no bike shops or service points near you? Have the bike delivered to your house and get the most out of the trial period:

  • Belgocycle, FUELL, Genius, Zübr: 14 days
  • Veloci: 30 days

We are experts in electric bikes and cycling mobility. We offer various brands of electric bicycles, which are produced in Belgium and maintained by us. The combination of user-friendly electric bicycles and optimal after-sales service beautifully reflects our goal: improving bicycle mobility in Belgium together.

 

Find out more about Bizbike

My Bizbike

Our customer service workers try to answer every question within two working days. During busy periods this can take a bit longer, but our staff still handles every question.

For this, you can contact customer service during normal business hours by calling +32 56 900 655.

For this, you can contact customer service during normal business hours by calling +32 56 900 655.

Arrange your own maintenance, repair or delivery for your electric bicycle via My Bizbike.

 

Choose your delivery date

Have you bought an electric bike from Belgocycle, FUELL, Genius, Veloci or Zübr? You can arrange when to have your e-bike delivered via the My Bizbike online portal. You can easily indicate when you are available, and our employees will deliver the bike to your home.

 

Plan your maintenance and repair

And there is more! You can also easily plan maintenance and any repairs via My Bizbike. Choose a time and date that suits you. Our Bizbike bike technician will then come by. 

 

Request a maintenance service online or let us know if you need an urgent repair.  A standard maintenance service takes 30 minutes and costs €49. If the maintenance takes a full hour, you pay €79. Are you unsure about making an appointment? Then you can also ask your question via "My Support", and hopefully we can help you that way! Because you have an account with us, we have all the necessary information, from product type to preferred location, so that our service is as efficient as possible.

 

Check your bike specifications

On My Bizbike, you have a personal profile page where you can consult all the information about your electric bicycle. It gives you an overview of the model, the parts, and the warranty. You can always change incorrect data.

 

You can also make changes to your personal information, such as your address and the telephone number Bizbike can contact you on. This is also where you can find your unique customer number. Note: you cannot change your address once the delivery is on its way!

 

My support

Do you need to order a part or do you have an urgent question? You can contact us 24/7 via this chat function. You will receive a direct answer from our customer service as soon as possible.

Our bikes

The bike is equipped with a motor that gives you electric support up to 25 km/h. This is more than enough for relaxed cycling against the wind or on an incline. Above 25 km/h, motor assistance cuts out so that you never reach a dangerous speed.

The electric bikes that we maintain and repair can carry up to 125 kg. This includes cyclist and luggage.

The battery has a lifespan of about four to five years. If you convert that to the number of times you can charge the battery, it gives you 600 to 1000 charges.

For security reasons, we do not keep spare keys for the bikes we have sold. If you've lost your key, you will have to have a new lock fitted. You can schedule a service date for this via the Support function on My Bizbike.

 

You'll find more information about this on the product page for your bike. You can also visit the FAQ page for your bike brand. Can't find an answer to your question? Contact the customer service department for the relevant brand.

Bizbike itself does not sell accessories, but oversees the service for the brands below. You can find accessories on their websites:

 

The bikes come with a smart Li-Ion battery, which makes it easy for our technicians to detect and solve problems.

 

 

It is advisable to ride on smooth, well-maintained roads as much as possible. You can cycle on cobblestone, sand or gravel roads, but that demands more of the bike. Non-electrical parts wear out more quickly and the battery may drain faster.

You can find the manual for your bike at the links below:

 

- Veloci
- Beaufort: on the product page

My bike model is earlier than 2017

 

The number will be engraved in the front of the frame, at the level of the front light.

 

My bike model is later than 2017

 

You'll find the serial number at the level of the bottom bracket and the rear wheel axle, on a white sticker. It's below the barcode and always starts with BIZ, VE, VEL or BF.

 

 

I haven't yet received a serial number. What should I do?

Don't panic! It's because your bike isn't ready for shipment yet. It will usually be ready one to two days before delivery.

The brands offer bikes with a front, middle or rear wheel motor.

 

  • Front wheel motor: the front wheel motor can be found in the front wheel.
  • Mid motor: with a mid motor (in the middle of the frame on the bottom bracket), you always keep your balance.
  • Rear wheel motor: The motor is located at the back of the rear wheel (the wheel that drives your bike). Riding with a rear wheel motor feels natural.

The location of your bike motor depends on the make and model. To be certain, check the product page for your bike.

Our bikes are available in the following frame sizes:

 

Women's bikesMen's bikes
Under 160 cm: frame size 46 (currently sold out)165 cm to 185 cm: frame size 51
160 cm to 180 cm: frame size 48180 cm to 190 cm: frame size 53
Over 180 cm: frame size 52

Over 190 cm: frame size 59

How can I change my frame size?

After you have ordered your bike and received your login details for My Bizbike, and before you schedule your delivery, send a message to customer service via "My Support" on My Bizbike

Payment options vary from one brand to another. For more information, you can contact the customer service department for the relevant brand.

Most locks are AXA brand. Veloci's bikes from 2021 onwards will come with a Tonyon U-lock. The locks have the ART-2 security label. This means they meet the requirements for most insurance policies. You can request a certificate for this at any time by using the Support function on My Bizbike.

All tyres have side reflection and an anti-puncture coating. In other words, fantastic tyres!

Payment and order

 

That depends on the brand of bike you buy and where you buy it:

 

Online

 

Payment can be made digitally via bancontact, credit card or bank transfer.

 

Bizbike Shops

Payment can be made digitally with bancontact, credit card, bank transfer or digital ecocheques. These options are available for the following brands:

  • FUELL
  • Genius
  • Veloci
  • Zübr

 

Our dealer's bike shops

The owner of the bike shop will determine payment options. Only Beaufort bikes are for sale through distributors. 

You can try out your Belgocycle, Genius, FUELL en Zübr at home for 14 days. There is a 30-day return policy for Veloci bicycles. Does the bike not meet your expectations?

 

Step 1: Contact customer service

You can easily do this via the support function on My Bizbike. One of our employees will schedule an appointment for you.

 

Step 2: Confirm the appointment

Are you not free that day? Then choose a date that suits you. Once the appointment has been confirmed, you will receive an e-mail one day before with the estimated time when the bicycle will be picked up.

 

Step 3: Your bike gets picked up

One of Bizbike's partners will pick up your bike for free.

 

Step 4: Your payment will be refunded

After checking for damage and traces of use in the Bizbike workshop, you will receive a full refund.

 

Our bikes are available in the following frame sizes:
Women's bikesMen's bikes
Under 160 cm: frame size 46 (currently sold out)165 cm to 185 cm: frame size 51
160 cm to 180 cm: frame size 48180 cm to 190 cm: frame size 53
Over 180 cm: frame size 52

Over 190 cm: frame size 59

How can I change my frame size?

After you have ordered your bike and received your login details for My Bizbike, and before you schedule your delivery, send a message to customer service via "My Support" on My Bizbike

At the moment, it is only possible to pay with digital ecocheques in Bizbike's bicycle shop:

 

The bike shops are open between April and October 2021. You are welcome to come and test FUELL, Genius, Veloci, and Zübr bikes and ask questions from Wednesday to Sunday between 9:00 and 17:30. To ensure that your visit goes smoothly and safely, the bicycle shops only work with appointments. It is very easy to book your visit. Go to the bookingtool and follow the step-by-step instructions.


Expédition et livraison

Have you paid for your bike, but received no emails from Bizbike with your My Bizbike login details and an invitation to arrange your delivery? This is not intentional! Please contact us between 9 am and 5 pm on weekdays on +32 56 900 655. Please contact us between 9 am and 5 pm on weekdays on +32 56 900 655. We'll find out what went wrong!

Just received your bike? Some tips before you start cycling:

  • Is the battery slotted correctly into place?  Turn on the battery. You can then turn on the display as well.
  • Start pedalling: the electric assistance should already be switched on. 
  • Use the manual gears. This will allow you to cycle uphill easily and prevent parts from being overloaded. Parts will not need to be replaced as quickly.
  • The bike provides assistance up to 25 km/h. For safety reasons, there is no assistance when you stop pedalling or brake.
  • When you are cycling, focus on the road, not the display. Adjust your speed to the traffic and weather conditions.
  • After 10 minutes of inactivity, the battery and display will turn off automatically.
  • Buy a sturdy second lock and always secure your bike, both indoors and outdoors.
You'll also find a number of helpful videos on the Bizbike YouTube channel:

There are various options for scheduling your bike delivery yourself. This does not apply to Beaufort bikes.

 

  • Go to "My appointments" on your profile on My Bizbike
  • Can' t find it? Contact customer service on +32 56 900 655

 

  • The bike is removed from the box and the box is taken away
  • The saddle and handlebars are adjusted to the right height
  • Pedals are installed correctly
  • Professional gives an extensive explanation about how the display and battery work, among other things
  • Option to go on a test ride to see whether everything is in order

Only €60 extra for Veloci customers.

Free for Belgocycle customers.

 

  • Bike is taken out of the box
  • Saddle and handlebars are adjusted
  • Pedals are installed correctly

Bizbike sends all its packages via DPD. The day before delivery, you will receive an email with the parcel's estimated arrival time.

Our bikes are delivered by a Bizbike staff member or one of our partners:

Maintenance

With the following tips you can ensure that the battery retains a high capacity for a long time:
  • Charge the battery at least once a month. The battery does not have to be completely empty before charging.
  • Never let the battery run completely empty. This can seriously affect battery performance.
  • You can charge the battery up to 600 times. On average, this corresponds to a period of 4-5 years.
  • Store your battery in a dry and protected place at room temperature.

Are you new to Bizbike? Then request your free first maintenance worth €49. This can be done within 500 km or within 6 months of delivery, whichever comes first. Have you had the bike for a while? Request your annual maintenance. Maintenance costs €49, excluding any replacement parts.  You pay for it with Bancontact.

 

There are different ways to request maintenance.

Curious about what the technician does during maintenance? In short: everything that guarantees your safety!

Regular checks can save you a lot of unnecessary damage (and therefore a lot of unnecessary costs!) in the long run. Bizbike leads by example and offers the first maintenance free of charge.

Are you new to Bizbike? Then request your free first maintenance worth €49. This can be done within 500 km or within 6 months of delivery, whichever comes first. Have you had the bike for a while? Bizbike recommends that you service your electric bicycle at least once a year.

In short: everything that guarantees your safety!

  • Check: are your bike, saddle, and pedals adjusted correctly?
  • Lubricate chain
  • Adjust brakes and gears
  • Inflate (inner) tubes
  • Examination of bicycle parts for wear
  • (Possible) replacement of bicycle parts that show wear

Repair

You have two options:

 

Order a new part via "My support" on My Bizbike

  • As soon as the payment has been received, we will send the part. Currently it takes 5-10 days.
  • The new part is not covered by warranty.

 

My Bizbike Schedule an appointment via "My appointments" on My Bizbike

  • A mobile technician from Bizbike comes by to replace the part.
  • The mobile technician also decides whether or not the new part is covered by the warranty.

Since 1 January 2022, Bizbike has applied the following rates for the annual maintenance of the bicycle and/or the replacement of parts:
30 minutes (this is the time for a standard maintenance)

€49


45 minutes€75
60 minutes€95
Additional time (charged per quarter of an hour)€50 per hour

 

These prices include transportation and VAT but exclude any parts that need to be replaced. You can pay with your bank card via our mobile payment terminal or with cash. Eco vouchers are not accepted.

There are two options:

 

The mobile technician does not have the part to hand

  • A Bizbike employee will send a request for a new appointment as soon as possible. If you accept it, another technician will come along with the correct part.
  • Has maintenance already been performed? Then you pay the technician on site.
  • Did the technician not perform any maintenance? Then you don't have to pay.

The mobile technician cannot help you

  • In rare cases, the technician cannot help. Then, we will schedule a time to collect the bike.
  • If you accept the collection request, Bizbike will pick up the bike for free.
  • Once the bike has been repaired in the Bizbike workshop, you will receive another request, this time for delivery.
  • Sometimes it can take a while before your bike can be repaired because the defective part is not in stock. In that case, it never hurts to contact customer service for an update on the repair. You can do this via "My support" on My Bizbike.

  • The average waiting time for a repair is 7 to 14 days, depending on the region, type of repair, and time of year. That can sometimes be a little longer.
  • What about urgent repairs? We do our very best to come by and solve the problem as soon as possible. In that case, contact us via "My support" on My Bizbike or at +32 56 900 655.

 

Security

 

  • You do not have to register a normal electric bicycle. You have to register a speed pedelec.
  • Insurance for an electric bicycle is not mandatory but recommended. This way you are protected in a number of cases, such as accidents and theft. With a speed pedelec you always need insurance.

Our e-bikes are designed to give you a safe and stable bike ride:
  • The bike is equipped with a motor that gives you electric support up to 25 km/h. After that, the motor support is cut off. This allows you to easily cycle into the wind or on a slope, without your bike going at a dangerous speed.
  • Furthermore, our bicycles are equipped with brakes specially designed for electric bicycles. This way you always come to a safe stop!

A helmet is not mandatory on an electric bicycle, but it is recommended. It is mandatory to wear a helmet on a speed pedelec! You can reach speeds of up to 45 km/h.

Is your bike insured? A cost estimate will then have to be drawn up first.
  • It is best to schedule an appointment for this.
  • Our technician will come by on the agreed day and prepare the estimate.
  • You provide this estimate to your insurance agent.
  • Repairs can only be carried out with the written agreement of your insurance company. Make an appointment for that too.

Is your bike not insured? Good and bad news: we can immediately proceed with repair, but unfortunately you bear the costs yourself.

Some safety tips:
  • Stay attentive while cycling.
  • Wear bright colours that are more clearly visible. You can't go wrong with reflective clothing - especially a high visibility jacket.
  • If it rains, you should be extra careful. Adjust your speed, and be extra careful when cycling over slippery surfaces such as sewer covers.
  • Make sure your bicycle is in great working condition. Feel free to schedule a maintenance service.

Contact

For questions regarding your bike, visit your bike brand's website:

Do you have a question about Bizbike's service? You can contact us online via the contact form below or by telephone on +32 56 900 655.

From 11 May 2021, Bizbike's newest specialist will help you with questions about delivery, maintenance, and repair! She answers to the name of Sara. However, there is something a bit different about our newest staff member: she is a digital assistant. We decided to onboard Sara because we want to help customers as quickly and efficiently as possible. And Sara will be available 24/7!

 

Here are some tips for a successful interaction with Sara:

  • Answer her questions as well as possible. If Sara offers a few different answers, it is best to chose one of them.
  • Do you want to ask a question yourself? Make it short and to the point: a few key words should be enough.
  • Sara is new to the company and still has a lot to learn. It is possible that you won't find the answer to your question, especially at the beginning. You can visit the FAQ page or contact customer service via "My support" on My Bizbike. A phone call to +32 56 900 655 can also help.

Do you want to share your experience with Bizbike?
  • What did you think of the delivery service?
  • Have you been in touch with our customer services?
  • Has a technician already come by for maintenance or repair?

We want to hear your opinion! Future customers will also benefit from hearing about your experience. That's why we invite you to leave a review:

A favour for a favour. That's why we are raffling off a free maintenance service worth €49 (excl. parts) every three months! How can you win? By leaving a review with your customer number on Google Reviews and/or Trustpilot. We will contact the person who wrote the winning review via My Bizbike. What if I am unhappy about my experience? 

Do you have some feedback or a complaint about...

 

Your bike delivery?

What you can expect with standard or basic delivery:
  • Bike is taken out of the box
  • Saddle and handlebars are adjusted
  • Pedals are installed correctly

What you can expect with premium delivery:

  • Bike is unpacked and the box is taken away
  • The saddle and handlebars are adjusted to the right height
  • Pedals are installed correctly
  • Professional gives an extensive explanation about how the display and battery work, among other things
  • Option to go on a test ride to see whether everything is in order

If this was not the case, please contact us via "My support" at My Bizbike or call us at +32 56 900 655. Our goal is for deliveries to go as planned. We want to work towards improving our service together!

 

Bike maintenance or repair?

Did the appointment not go the way you expected it to? Let us know what went wrong through the support function on My Bizbike or call us at +32 56 900 655. We will try and find a solution together. It is never our intention to leave you hanging.

Haven't found your answer?
Ask your question here!

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