Investigate unexpected costs
There can be multiple reasons why additional costs occur on your invoice. Below you will find the most common causes with suggestions why this happens
My first payment is higher than expected
The first payment is collected the month after picking up the bike. This is usually higher than the regular monthly fee. It consists out of 2 parts:
- The payment for the days for month you registered in.
- The pre-payment for the coming month
Furthermore, if you have a subscription that you can cancel monthly, you will also pay a one time fee up to €19,90 and €39,90 for E-Bikes.
Every month the direct debit will take place in the first week of the month. Every month there will be prepayment for the current month. For example, on the 1st of June there will be a pre-payment for the month of June.
I handed in my bike but I am still charged
Already handed in your bike, but still receiving a charge? This is often due to the last payment.
Swapfiets has a termination period of one month, When you cancel your subscription, you still have to pay for one month, until the end of your contract. This is also the case if you hand your bike in before your end date. It can therefore be the case that you still receive an invoice from us even though your bike is already handed in.
For example, you terminated your account on the 14th of August, then the subscription is active until the 14th of September. This means the final payment is for 14 days of September.
Why is € 0.01 / € 1 charged?
Verification is required when you use a credit or debit card to sign up for a new subscription or change your payment method. To verify your payment method we make a small charge between € 0.01 / € 1 depending on where you are located. Since these costs consist of bank charges, this is non-refundable.
Other reasons for higher costs
There are a few other reasons you may be seeing a charge that is more than you expected.
Fees: In some countries, card companies may charge an extra fee for cross-border transactions. Some countries may change the currency even though we charge in local currency.
Plan changes: If you or someone in your household recently changed your subscription, think of cancelling, changing bike- or subscription type, your invoice will reflect the changes.
In the event of damage and wear and tear to the bicycle other than what can be expected from normal use there could be additional costs involved. This is also in the case of a missing bike, key or battery. These extra costs are charged, together with the monthly fee, and are also mentioned on the invoice. Find an overview of the possible costs here.
In case you received a surcharge it will be charged in the upcoming month.
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