Last updated: 8 September 2026

These Terms & Conditions apply to all e-bike hires supplied by Tour De Forest.

By making a booking, paying for a hire, accepting delivery of an e-bike or permitting a named rider to use an e-bike, the lead booker agrees to these Terms & Conditions and confirms that all riders included in the booking have been made aware of the rules that apply to them.

References to “Tour De Forest”, “we”, “us” or “our” mean:

Tour De Forest
Trading name of: Tour de Forest Ltd.
Business/registered address: 36 St Thomas Street, Lymington, SO41 9NE
Company number, if applicable: 16781750
Email: bookings@tourdeforest.co.uk
Telephone: 07962 711 616

References to “you”, “customer”, “lead booker” or “hirer” mean the person making the booking and accepting primary responsibility for the hire.

1.1 A booking is not confirmed until Tour De Forest has accepted the booking and the required hire payment has been successfully received.

1.2 The lead booker must be at least 18 years old.

1.3 The lead booker is responsible for:

– providing accurate booking and contact information;
– ensuring that all riders satisfy the age and rider requirements in these Terms;
– ensuring all riders understand the relevant safety instructions;
– safeguarding all e-bikes and equipment supplied under the booking; and
– informing Tour De Forest promptly of any accident, breakdown, loss, theft or damage.

1.4 All e-bike rentals are subject to a minimum hire period of two days.

1.5 The hire period begins on the first booked day and ends when Tour De Forest collects or otherwise receives the equipment on the final booked day.

1.6 E-bikes and equipment remain the property of Tour De Forest at all times.

1.7 The customer must not sell, sub-hire, lend, pledge, dispose of or otherwise part with possession of an e-bike except by allowing an authorised rider included within the booking to use it.

2.1 The person making the booking must be at least 18 years old.

2.2 Riders of Tour De Forest e-bikes must be at least 14 years old.

2.3 Tour De Forest policy: riders aged 14 to 17 must be accompanied and appropriately supervised by a responsible adult aged 18 or over during the hire.

2.4 We may request proof of age for any rider.

2.5 Every rider must:

– be capable of safely riding and controlling a bicycle;
– understand how to operate bicycle brakes and gears;
– be capable of mounting and dismounting the bicycle safely;
– comply with the maximum rider/system weight specified for the particular e-bike; and
– not ride where illness, injury, medication, alcohol, drugs or another condition makes it unsafe to do so.

2.6 Tour De Forest reserves the right to refuse to supply an e-bike where we reasonably believe that a rider cannot safely operate it.

Where reasonably possible, we will first try to resolve the issue, for example by adjusting the bicycle or providing a more suitable bicycle if one is available.

3.1 The lead booker must present valid photographic identification at handover, such as a driving licence or passport.

3.2 The identification must reasonably match the booking details.

3.3 If suitable identification is not provided, Tour De Forest may refuse to hand over the equipment.

3.4 Where a hire cannot proceed because the customer has failed to comply with a clearly stated identification, age, payment or deposit requirement, any refund will be determined in accordance with our Cancellation & Refund Policy.

3.5 At handover, Tour De Forest may record:

– the e-bike identification or serial number;
– equipment and accessories supplied;
– battery and charger details;
– the condition of the e-bike;
– existing cosmetic marks or damage; and
– photographs of the equipment.

3.6 The lead booker should identify any concerns about the condition of the equipment at handover.

3.7 Acceptance of the equipment confirms that, so far as could reasonably be established at handover, the equipment was received in an acceptable condition.

4.1 Tour De Forest e-bikes supplied for normal use on public roads, cycle routes and permitted trails are Electrically Assisted Pedal Cycles (EAPCs) designed to comply with applicable UK requirements.

4.2 The relevant e-bike motor has a maximum continuous rated power of no more than 250 watts and electrical assistance is designed to cease at 15.5 mph (25 km/h).

4.3 Riders may pedal faster than 15.5 mph under their own power.

4.4 Riders must be aged 14 or over.

4.5 A compliant EAPC does not require the rider to hold a driving licence and does not need to be individually registered, taxed or insured as a motor vehicle.

4.6 EAPCs may be ridden where ordinary pedal cycles are legally permitted.

4.7 Riding on a pedestrian pavement is prohibited unless that area is specifically designated for cycle or shared use.

4.8 Riders remain responsible for complying with the Highway Code, traffic signs, local restrictions and all applicable laws.

5.1 Tour De Forest operates within and around the New Forest National Park.

5.2 Riders must respect the New Forest environment, other visitors, residents, animals and landowners.

5.3 On Forestry England/New Forest cycling routes, riders must remain on routes on which cycling is permitted and follow relevant signs and waymarkers.

5.4 E-bikes must not be ridden across unauthorised tracks, bogs, open heathland, animal trails or other areas where cycling is prohibited.

5.5 Riders must slow down and take particular care around:

– walkers;
– children;
– horses and riders;
– free-roaming ponies;
– cattle and other livestock;
– dogs;
– road crossings; and
– areas with restricted visibility.

5.6 Riders must not deliberately approach, feed, chase, touch or interfere with free-roaming New Forest livestock.

5.7 The customer may be responsible for additional recovery, cleaning or repair costs where an e-bike has been deliberately or negligently taken into prohibited or unsuitable terrain.

The following are prohibited unless Tour De Forest has expressly agreed otherwise:

6.1 Racing, competitive events or timed competitions.

6.2 Jumps, stunts, deliberate drops or other extreme riding.

6.3 Deliberately riding through deep water, bogs or terrain unsuitable for the bicycle.

6.4 Carrying a passenger unless an accessory specifically designed and supplied for that purpose has been provided by Tour De Forest.

6.5 Towing another bicycle, vehicle or person unless using equipment specifically supplied and approved by Tour De Forest.

6.6 Altering, modifying or attempting to defeat the e-bike’s speed restriction or electrical controls.

6.7 Tampering with the motor, controller, battery, display, wiring or other electrical components.

6.8 Using an unauthorised battery charger.

6.9 Allowing an unauthorised person to ride the e-bike.

6.10 Sub-hiring or commercially using the equipment.

6.11 Riding while impaired by alcohol, illegal drugs, medication or another substance that makes cycling unsafe.

6.12 Deliberate, reckless or unlawful riding.

7.1 Cycle helmets are strongly recommended for all riders.

7.2 Where Tour De Forest supplies a helmet, the rider is responsible for selecting an appropriate size and adjusting and fastening it correctly.

7.3 Customers may use their own suitable cycle helmet.

7.4 Helmets and other accessories supplied by Tour De Forest must be returned with the hire equipment.

8.1 Tour De Forest operates a mobile delivery service.

8.2 E-bikes will ordinarily be delivered by 10:00 on the first day of hire.

8.3 We will normally contact the lead booker approximately 24 hours before the hire begins to confirm the anticipated delivery arrangements or delivery window.

8.4 The lead booker, or another responsible adult agreed with us, must be available at the agreed delivery point to receive the equipment and complete the handover.

8.5 For deliveries to a campsite, holiday park, resort or similar location, the customer must provide sufficient information for our driver to locate them, including the pitch, lodge or accommodation number where available.

8.6 Where inaccurate or incomplete location information causes a material delay or failed delivery, we reserve the right to charge reasonable additional delivery costs actually incurred.

9.1 Core Delivery Zone: Delivery and collection are free for qualifying addresses within approximately 0–5 miles of our depot.

This generally includes areas such as:

– Beaulieu;
– Brockenhurst;
– Lymington;
– East End; and
– other qualifying locations within the core delivery radius.

9.2 Extended Delivery Zone: Locations approximately 5–10 miles from our depot may incur a delivery surcharge.

This can include areas such as:

– Lyndhurst;
– Sway;
– Milford on Sea;
– Ashurst;
– New Milton; and
– other qualifying locations within the extended delivery radius.

9.3 If applicable, the delivery surcharge, currently generally £15–£25, will be confirmed before the booking is completed.

9.4 Where a location falls outside our normal delivery area, customers should contact us before booking.

10.1 E-bikes will ordinarily be collected by 18:00 on the final day of hire.

10.2 The anticipated collection arrangements will normally be confirmed with the lead booker.

10.3 All equipment must be available at the agreed collection point, including:

– e-bikes;
– batteries;
– keys;
– locks;
– chargers;
– helmets supplied by us; and
– any other rented accessories.

10.4 Equipment should be returned in a reasonably clean condition.

10.5 Customers are not expected to professionally clean the bikes and will not be charged for normal dirt arising from ordinary New Forest cycling.

10.6 Additional cleaning charges may apply where unreasonable cleaning is required because of misuse, for example deliberate riding through deep mud, bogs or prohibited terrain.

10.7 Where equipment is not available for collection at the agreed time because of the customer’s actions, Tour De Forest may charge reasonable additional collection costs.

11.1 A £250 security and damage deposit per e-bike is required.

11.2 We will normally send a secure payment link approximately 24 hours before delivery.

11.3 Customers are strongly encouraged to pay the deposit before our driver arrives because mobile telephone and card-terminal reception can be unreliable in parts of the New Forest.

11.4 Where the deposit has not been paid beforehand, we may attempt to collect it using a mobile card terminal before unloading the equipment.

11.5 We are not required to release an e-bike until the required deposit has been successfully authorised or received.

11.6 If the customer cannot provide the required deposit, the booking may be treated as a customer cancellation or failure to complete the handover and any refund will be determined under our Cancellation & Refund Policy.

11.7 The £250 deposit is security against liabilities under the hire agreement. It is not the maximum amount for which the customer may be liable where actual loss or damage reasonably exceeds £250.

12.1 After collection, Tour De Forest will inspect the e-bike and equipment.

12.2 We aim to complete the post-hire inspection within 24 hours of collection, where reasonably practicable.

12.3 Where the equipment has been returned complete and without chargeable loss or damage, we will promptly initiate the refund or release of the deposit.

12.4 The time taken for the money to reappear on the customer’s account may depend on the customer’s bank, card issuer or payment provider and is outside Tour De Forest’s direct control.

12.5 If we intend to make a deduction, we will explain the reason and, where appropriate, provide supporting information such as photographs, repair estimates, invoices or replacement costs.

13.1 Customers are not charged for normal fair wear and tear resulting from proper use of the e-bike.

13.2 Fair wear and tear can include reasonable signs of ordinary use and normal consumable wear.

13.3 Customers may be charged where loss or damage results from:

– negligent use;
– reckless or deliberate behaviour;
– an accident for which the rider is responsible;
– use in prohibited or unsuitable terrain;
– failure to secure the equipment;
– unauthorised modification or repair;
– improper battery charging or handling; or
– failure to follow reasonable instructions supplied by Tour De Forest.

13.4 Chargeable damage may include, where applicable:

– frame damage;
– wheel or rim damage;
– damaged forks;
– damaged displays or controls;
– motor damage;
– battery damage;
– charger damage;
– damaged electrical components;
– broken or missing locks;
– lost keys;
– missing lights;
– missing accessories; and
– other equipment requiring repair or replacement because of misuse or negligence.

13.5 Charges will be reasonable and based on the actual or reasonable cost of repair, replacement, parts, labour or specialist assessment.

13.6 Where the amount exceeds the deposit, Tour De Forest may seek payment of the reasonable outstanding balance.

14.1 Punctures can occur during normal riding and do not necessarily indicate negligence.

14.2 Customers must not remove or attempt to repair either wheel unless expressly instructed to do so by Tour De Forest.

14.3 The rear wheel contains motor and electrical components and must not be disconnected by the customer.

14.4 If a puncture occurs, contact Tour De Forest using the Breakdown & Rescue procedure in this document.

14.5 A normal puncture occurring during reasonable use on an authorised route will not ordinarily attract a negligence call-out charge.

14.6 Where tyre or tube damage results from obvious misuse or negligence, including deliberately riding in prohibited terrain, reasonable repair costs may apply.

15.1 Whenever an e-bike is left unattended, it must be secured using the lock supplied by Tour De Forest or another lock expressly approved by us.

15.2 The lock should secure the bicycle frame to a fixed, immovable object.

15.3 Where reasonably possible, the locking arrangement should also secure a wheel.

15.4 Customers must not leave e-bikes unlocked, even for a short period.

15.5 Keys must be kept secure and separately from an unattended bicycle.

16.1 Because Tour De Forest specialises in multi-day rentals, secure overnight storage is essential.

16.2 Overnight, customers must take reasonable steps to keep e-bikes secure and protected from theft and weather.

16.3 Wherever available, bicycles should be stored in a locked building, secure cycle store, locked garage or other secure area provided by the accommodation operator.

16.4 Where secure indoor storage is unavailable, the e-bike must be locked through the frame to a substantial fixed object in the most secure reasonable location available.

16.5 Customers must comply with any specific security requirements given by Tour De Forest or required by the accommodation provider.

16.6 E-bikes must not knowingly be left overnight:

– unlocked;
– in an isolated public location;
– secured only to a movable object; or
– in a location where leaving the bicycle is prohibited.

17.1 Any theft or attempted theft must be reported to Tour De Forest immediately or as soon as reasonably practicable.

17.2 The customer must also report a stolen e-bike to the police and provide Tour De Forest with the police crime or incident reference number.

17.3 The customer must retain and return the supplied lock, including any damaged or cut lock, where available.

17.4 Customers must cooperate reasonably with Tour De Forest and its insurer in relation to a theft claim.

17.5 The customer’s financial responsibility following theft will depend on the circumstances, including:

– whether the e-bike was secured appropriately;
– whether these Terms were followed;
– whether the customer acted negligently or recklessly; and
– the terms applicable to any relevant insurance cover.

17.6 Where the customer failed to take reasonable security precautions or breached these Terms and that breach caused or materially contributed to the theft, the customer may be liable for the resulting uninsured loss, insurance excess or reasonable replacement cost.

17.7 Nothing in this section makes a customer automatically liable for the full replacement cost where the customer took reasonable security precautions and was not negligent.

18.1 Tour De Forest e-bikes use rechargeable lithium-ion batteries.

18.2 Batteries must be treated carefully and must not be:

– deliberately dropped;
– punctured;
– opened;
– dismantled;
– modified;
– submerged in water;
– exposed to excessive heat; or
– charged using unauthorised equipment.

18.3 Batteries and chargers should be protected from heavy rain and standing water.

18.4 Customers must report any physical damage or unusual behaviour immediately.

19.1 Approved Charger Only

Only the charger supplied by Tour De Forest for the relevant battery may be used.

Third-party, generic, aftermarket or incompatible chargers must not be used.

19.2 Charging Must Be Attended

The battery must not be left charging unattended for prolonged periods.

Customers must not charge the battery while asleep.

Overnight charging is prohibited.

19.3 Electrical Supply

Where reasonably practicable, the charger should be connected directly to a suitable mains wall socket.

Customers should avoid:

– overloaded extension leads;
– daisy-chained extension leads;
– damaged electrical outlets;
– damaged cables; and
– unsuitable temporary electrical installations.

19.4 Charging Environment

The battery should be charged:

– on a stable surface;
– in a ventilated location;
– away from significant heat sources;
– away from combustible materials;
– away from bedding and soft furnishings; and
– without covering the battery or charger.

19.5 Escape Routes

Batteries must not be charged in a way that blocks a hallway, doorway, staircase or other primary escape route.

20.1 Customers are responsible for checking whether their campsite, holiday park, hotel, B&B, holiday property or other accommodation permits e-bike battery charging.

20.2 Customers must comply with the accommodation provider’s electrical and fire-safety rules.

20.3 Batteries must not be charged inside tents or other locations where the accommodation operator prohibits battery charging.

20.4 Batteries must not be charged in motorhomes, campervans, caravans, awnings or temporary structures where doing so is prohibited by the site operator or where a safe electrical installation and charging environment are not available.

20.5 Where the accommodation operator provides a designated e-bike charging facility, customers should use that facility in accordance with its instructions.

21.1 Stop using or charging the battery immediately if it:

– becomes unusually hot;
– swells;
– leaks;
– emits smoke or fumes;
– produces an unusual chemical smell;
– is significantly damaged;
– produces unusual electrical behaviour; or
– displays a serious fault.

21.2 Disconnect the charger from the mains only where it is safe to do so.

21.3 Do not handle or move a damaged or unstable battery if doing so would expose anyone to danger.

21.4 Move people away from the affected area and contact Tour De Forest immediately.

21.5 If there is smoke, fire, significant fumes or an immediate risk to people or property:

evacuate the area and call 999.

21.6 Do not place yourself at risk attempting to fight a lithium-ion battery fire.

22.1 Customers may be liable for reasonable repair or replacement costs where battery or charger damage results from:

– use of an unauthorised charger;
– deliberate or negligent physical damage;
– water immersion;
– unauthorised opening or modification;
– failure to follow charging instructions; or
– other negligent or reckless handling.

22.2 Any charge will be based on the reasonable actual loss incurred and will not automatically be limited to the security deposit.

23.1 Every Tour De Forest e-bike is checked and maintained as part of our fleet maintenance process.

23.2 Mechanical issues can nevertheless occur during normal use.

23.3 If an e-bike becomes unsafe or unrideable, stop riding and contact Tour De Forest.

Examples of genuine equipment failure include:

– chain failure;
– sudden electrical system failure;
– motor fault;
– significant brake fault;
– controller or display failure; or
– another mechanical problem not caused by rider misuse.

23.4 Where there is a genuine equipment failure for which the customer is not responsible, Tour De Forest will provide reasonable breakdown assistance without a call-out charge.

If a bike becomes unrideable:

Step 1 – Move to a Safe Location

Move yourself and the bicycle away from moving traffic and avoid blocking the cycle track, road or access route.

Step 2 – Identify Your Location

Where possible, provide:

– the number of the nearest Forestry England waymarker;
– a What3Words location;
– a WhatsApp location pin;
– a nearby road;
– car park;
– pub;
– landmark; or
– other useful reference point.

Step 3 – Contact Tour De Forest

Call:

Support number: 07962 711 616

Explain the issue and your location.

Step 4 – Follow Our Instructions

Our team will assess whether:

– the bike can safely continue;
– simple guidance can resolve the issue; or
– a replacement/recovery is required.

Step 5 – Extraction Point

Commercial vehicles cannot access many New Forest off-road cycle tracks.

Where our vehicle cannot reach you, you may need to push the bicycle to the nearest accessible public road, car park or other safe extraction point.

Our team will help identify an appropriate location.

Step 6 – Replacement Bike

Where appropriate and reasonably possible, we will bring a replacement e-bike and swap it for the affected bicycle so that the hire can continue.

25.1 Battery range varies depending on factors including:

– assistance level;
– rider weight;
– terrain;
– hills;
– weather;
– tyre pressure;
– riding speed; and
– riding style.

25.2 Customers are responsible for monitoring the battery level and planning journeys accordingly.

25.3 A battery that has simply been discharged through ordinary rider use does not constitute a mechanical breakdown.

25.4 If electrical assistance runs out, the bicycle can still be pedalled as a conventional, although heavier, bicycle.

25.5 Tour De Forest is not normally required to dispatch a recovery vehicle solely because the customer has exhausted the battery.

25.6 Where exceptional circumstances arise, customers should contact us and we will assist where reasonably practicable. A reasonable call-out charge may apply if additional recovery is requested and the cause is not an equipment fault.

26.1 Genuine equipment failure: no call-out fee.

26.2 Normal puncture during permitted riding: no negligence call-out fee.

26.3 Misuse, deliberate damage, prohibited riding or serious rider negligence: a call-out fee may apply.

26.4 The minimum call-out charge for a recovery resulting from serious rider negligence, deliberate misuse or prohibited off-track riding is currently £25, together with any reasonable repair or recovery costs.

26.5 Any charge must reflect the circumstances and reasonable costs incurred.

27.1 Tour De Forest’s rescue service is principally for recovery or replacement of hire equipment.

27.2 We cannot guarantee passenger transportation following a breakdown, abandoned journey or severe weather event.

27.3 Our vehicle and insurance arrangements may not permit us to carry customers as passengers.

27.4 Customers should therefore have an alternative means of returning to their accommodation if they abandon a ride.

27.5 Where possible, Tour De Forest can provide details of local taxi operators, but taxi services are independent businesses and Tour De Forest is not responsible for their availability, charges or performance.

28.1 If an accident occurs, riders should first make the situation safe and obtain appropriate medical assistance.

28.2 Call 999 where there is serious injury, danger or another emergency.

28.3 Any accident involving one of our e-bikes that results in injury, damage to the e-bike, damage to property or involvement of another person should be reported to Tour De Forest as soon as reasonably practicable.

28.4 Where safe and appropriate, customers should obtain:

– photographs;
– names and contact details of other people involved;
– witness details;
– vehicle registration details;
– insurance information where relevant; and
– police incident details.

28.5 Customers should not make admissions or promises concerning Tour De Forest’s legal liability to another party.

28.6 Customers must cooperate reasonably with Tour De Forest and its insurers following an accident or claim.

29.1 The New Forest is an outdoor environment and weather conditions can change.

29.2 Ordinary rain, showers, cold weather or typical seasonal conditions do not automatically make an e-bike hire unsafe or entitle the customer to a refund.

29.3 Riders remain responsible for assessing conditions during their journey and should not continue where they reasonably believe doing so would be unsafe.

29.4 Tour De Forest may suspend, delay or cancel a hire where we reasonably consider conditions unsuitable or unsafe, including because of:

– severe weather warnings;
– flooding;
– dangerously high winds;
– major forest closures;
– emergency restrictions; or
– another significant safety issue.

29.5 Where Tour De Forest cancels the hire before it begins for safety reasons and cannot provide a reasonable alternative, the customer will be offered an alternative date or a refund for the affected hire.

29.6 If a customer voluntarily abandons a ride because of ordinary weather conditions, this does not automatically entitle the customer to a refund.

Bookings reserve specific e-bikes for specific dates and may prevent Tour De Forest from accepting other customers.

The following cancellation policy therefore applies unless otherwise agreed.

30.1 Cancellation More Than 7 Days Before Hire

Where the customer cancels more than 7 full days before the first day of hire, Tour De Forest will provide a full refund of the hire charge.

30.2 Cancellation Between 3 and 7 Days Before Hire

Where the customer cancels between 3 and 7 full days before the first day of hire, Tour De Forest may retain a reasonable cancellation charge of up to 25% of the affected hire value, with the remaining amount refunded.

Where we are able to rebook the affected e-bikes without material loss, we may waive or reduce this charge.

30.3 Cancellation Less Than 72 Hours Before Hire

Where cancellation occurs less than 72 hours before the scheduled hire begins, the booking is normally non-refundable because the e-bikes have been reserved and we may be unable to rehire them at short notice.

However, Tour De Forest will act reasonably and may offer:

– a date change;
– a credit;
– a partial refund; or
– another appropriate solution,

particularly where we are able to rebook the affected equipment.

30.4 No-Show or Failed Handover

Where the customer:

– fails to attend the agreed handover;
– cannot be contacted;
– fails to provide required identification;
– does not meet the clearly stated minimum age requirement; or
– fails to provide the required security deposit,

the booking may be treated as a late customer cancellation.

30.5 Illness or Personal Circumstances

Illness, travel disruption or changes in personal circumstances do not automatically create a right to a full refund outside the cancellation periods above.

Customers are encouraged to consider suitable travel or holiday insurance.

Tour De Forest may nevertheless exercise reasonable discretion depending on the circumstances.

30.6 Changing the Booking

Requests to change:

– dates;
– number of bikes;
– delivery address; or
– hire duration

should be made as early as possible.

Changes are subject to availability and may result in a change to the price.

30.7 Cancellation by Tour De Forest

If Tour De Forest cannot fulfil the booking because of equipment failure, operational problems, severe weather or another circumstance affecting our ability to provide the service, we will first try to provide:

– an equivalent or better replacement bike;
– alternative dates; or
– another reasonable solution.

If we cannot provide the affected hire, we will refund the amount paid for the part of the booking we cannot provide.

31.1 Where an e-bike develops a genuine fault during the hire, Tour De Forest’s first priority will be to replace or repair the affected equipment so that the hire can continue.

31.2 Where we cannot provide a suitable replacement or otherwise restore the affected hire within a reasonable period, we will provide an appropriate refund or price reduction for the affected bike and affected period.

31.3 A problem affecting one e-bike does not automatically entitle the entire group to a refund where the remaining equipment continues to be available and usable.

31.4 Nothing in these Terms affects the customer’s statutory rights where goods or services supplied by Tour De Forest fail to meet requirements imposed by consumer law.

32.1 Cycling is an outdoor activity involving inherent risks.

These may include:

– uneven or loose surfaces;
– potholes;
– gravel;
– tree roots;
– changing weather;
– traffic;
– pedestrians;
– other cyclists;
– horses;
– livestock;
– wildlife;
– falls; and
– collisions.

32.2 Riders are responsible for making reasonable decisions concerning their own riding ability, speed, route and conditions.

32.3 Riders must ride at a speed appropriate to their ability and surroundings.

32.4 Acceptance of the ordinary inherent risks of cycling does not remove any legal duty owed by Tour De Forest to its customers.

33.1 Nothing in these Terms excludes or restricts Tour De Forest’s liability where it would be unlawful to do so.

33.2 In particular, nothing in these Terms excludes or restricts liability for death or personal injury caused by Tour De Forest’s negligence.

33.3 Tour De Forest remains responsible for exercising reasonable care in the inspection, maintenance and supply of its hire equipment.

33.4 The customer remains responsible for loss, damage, injury or third-party claims to the extent that they arise from the customer’s or rider’s:

– negligence;
– deliberate conduct;
– reckless behaviour;
– unlawful riding;
– misuse of the equipment; or
– material breach of these Terms.

33.5 Customers are responsible for damage they negligently or deliberately cause to third-party property.

33.6 Tour De Forest is not responsible for losses that could not reasonably have been foreseen when the contract was entered into.

33.7 Tour De Forest does not exclude or limit any rights or remedies that a consumer has under applicable consumer law.

34.1 Tour De Forest will not be responsible for failure or delay caused by circumstances genuinely outside our reasonable control.

Examples may include:

– severe weather;
– road closures;
– forest closures;
– emergency restrictions;
– major accidents;
– fire;
– flooding; or
– other exceptional events.

34.2 Where such circumstances materially affect a booking, we will act reasonably to provide an alternative, rearrangement, refund or other appropriate solution depending on the circumstances.

35.1 We want customers to raise any problem promptly so that we have an opportunity to resolve it.

35.2 Complaints should be sent to:

Email: bookings@tourdeforest.co.uk
Telephone: 07962 711 616

35.3 Please include:

– booking name;
– booking reference;
– dates of hire; and
– an explanation of the issue.

35.4 We will investigate complaints fairly and aim to provide a substantive response as soon as reasonably practicable.

36.1 Tour De Forest processes personal information for purposes including:

– administering bookings;
– taking payment;
– delivering and collecting equipment;
– customer communication;
– fraud prevention;
– safety;
– handling incidents and claims; and
– complying with legal obligations.

36.2 Further information about the personal information we collect and how it is used is contained in our Privacy Policy, available on the Tour De Forest website.

36.3 Customers using WhatsApp location sharing, What3Words or similar services during a rescue should be aware that those third-party services operate under their own privacy terms.

37.1 We take reasonable care to ensure website descriptions, prices and availability are accurate.

37.2 Minor differences in the colour, specification or appearance of an individual hire bike do not constitute a breach where a suitable equivalent bike is supplied.

37.3 Where we discover a genuine pricing, availability or booking error, we will contact the customer promptly and provide an appropriate solution.

38.1 We may update these Terms from time to time.

38.2 The Terms applying to a booking will normally be those provided or made available to the customer when the booking is made, unless a change is required by law or is expressly agreed with the customer.

If any provision of these Terms is found to be unlawful or unenforceable, that provision will be treated as modified or removed to the minimum extent necessary and the remaining provisions will continue to apply.

40.1 These Terms are governed by the law of England and Wales.

40.2 Customers resident in the United Kingdom retain any mandatory rights they have concerning where legal proceedings may be brought.

By completing the booking and accepting the equipment, the lead booker confirms that:

– they are at least 18 years old;
– the information supplied in the booking is accurate;
– all riders meet the applicable age requirements;
– they have read and accepted these Terms & Conditions;
– they will make the relevant safety information available to all riders;
– they accept responsibility for safeguarding the hired equipment during the hire; and
– they understand the cancellation, deposit, damage, battery, security and breakdown provisions.