After receiving and examining your complete file, we will check whether the damage claim is covered under the Bicycle Care Damage terms and conditions.
There are several options:
Option 1. The damage file has been approved and
The bicycle is repairable
You as a cyclist, are then obliged to have the damage repaired. The costs are settled directly between o2o and the chosen bike dealer, with the exception of the standard excess amount of 25 euros excluding VAT, which you must pay.
After the repair has been carried out in accordance with the approved damage file, the dealer will forward the invoice to [email protected] stating the file number. The cost of repairing the bicycle after the accident and replacing the accessories concerned will be borne by o2o up to the purchase value of the bicycle.
The bicycle is irreparable (Total Loss)
You must take the bicycle to the dealer and must take all accessories as listed in the rental quote and, in the case of a speed pedelec, also the official documents (original COC (certificate of conformity), the two original registration documents, code Stromer) with you to the Dealer. It is important that these Accessories are also included.
We will process your damage file in the same way as we would in the case of a theft. As a result, your bicycle contract (and therefore the rental fee) will cease as soon as the file is approved. In such cases, o2o will also waive its right of recourse against the cyclist in respect of the damage incurred as a result of the accident (see Service Conditions of the Bicycle Care Damage).
Finally, o2o will provide you with additional assistance in searching for a new bicycle by providing a discount voucher due to Irreparable Damage (see Help centre article 'When do you receive a discount voucher due to Irreparable Damage?').
Option 2. The damage file has been rejected and
The bicycle is repairable
You as a cyclist, are then obliged to have the damage repaired entirely at your own expense. You can pay these costs in full or in part with the maintenance budget.
The bicycle is irreparable (Total Loss)
The bicycle remains with the dealer. You must bring all accessories as listed in the rental quote and, in the case of a speed pedelec, also provide the official documents (original COC (certificate of conformity) and the two original registration documents, code Stromer) to the dealer. It is important that these accessories are also included.
We will process your damage file in the same way as we would in the case of a theft. As a result, your bicycle contract (and therefore the rental fee) will cease on the date of rejection. In this case, o2o will not waive its right of recourse against the cyclist in respect of the damage incurred as a result of the accident (see Service Conditions of the Bicycle Care Damage).
Consequently, you will receive an invoice from o2o for the compensation of the damage to o2o resulting from the accident. The compensation will be calculated according to the rules governing the premature termination of the bicycle contract including takeover of the bicycle.
Do you still have some questions?
If so, feel free to contact our helpdesk. We will be glad to help you further.