Frequently Asked Questions

  • How do you hire?

    Hiring a machine is simple.

    You just need to choose your preferred machine(s) and proceed to the checkout to make your initial payments. Once that payment has been made, you will be prompted to set up an account in order to sign your hire agreement, provide proof of identification and set up your direct debit. You can check out our full guide on how to set up an account here.

    Once we have received your completed hire application, we will then contact you to arrange delivery of your machine. Delivery can be arranged for any weekday, or a Saturday for an additional charge. Please note that delivery will take place between 9am and 5pm.

  • Do I need to keep the packaging?

    Yes, if your machine arrives in cardboard packaging, please keep this box as you will need it to prepare your machine for return.

  • Will I receive a new machine?

    The equipment that we offer for hire has been chosen for their robust nature and long life span. Each machine that we send comes from our hire pool has been serviced and maintained to ensure it is in the best condition before dispatching to you.

  • Can I take out a hire-to-buy contract?

    We no longer offer hire-to-buy on any of our machines, all of our equipment is available as hire only.

  • What happens if I change my mind?

    In the event that you change your mind about hiring, please contact us.

  • How do I get my machine collected?

    When you are ready to return your machine, please contact us via phone, email or via our collection form and we will contact you to arrange collection of your machine. Please note that we require 30 days notice for the cancellation of your hire agreement and machine collection.

    To prepare your machine for collection:

    Please ensure your machine is the condition that it arrived in. If we receive a returned machine in an unclean condition, then you will be charged £20 from your deposit to have the machine cleaned.

    If your machine came with packaging, please re-box the machine.

    On the day of collection, please ensure that the machine is in an easily accessible room, and does not need to be carried downstairs.

  • How much notice do I need to give in order to have my machine collected?

    We need 30 days notice in order to arrange the collection of your machine(s).

  • How quickly do you deliver?

    Delivery is advised at 3-4 weeks following a successful application. If we have an earlier slot available in your region this will be offered to you.

  • What if I am not in to accept delivery?

    If you are unavailable on the day of your requested delivery, please give at least 3 working days notice to allow us to rebook your delivery/collection for a more convenient day.

    In the event of a failed delivery or collection, you will be charged to have the courier rebooked. The redelivery charge is £60 for all machines.

    Also, for mid-term service appointments, we charge a £50 re-scheduling fee for missed appointments.

  • Who is eligible for hire?

    We offer our hire services to anyone based in mainland UK that satisfies our hire criteria.

    We perform a hard credit check on all applicants to determine your eligibility, in the event that your hire application is unsuccessful, we will contact you to inform you and return any fees paid to the account that you paid with.

  • What ID needs to be provided to hire a machine?

    You need to provide a high-quality scan or photo or a valid address document showing:

    - Your name

    - Personal address

    - Date of issue

    - A clear logo or name of the sender (utility provider, bank, local council etc)

    - Nature of the document (e.g. subject of the letter, type of bill)

    A valid submitted document can be:

    Bank or credit card statement

    Utility bill - Gas, electric, phone (we do not accept mobile phone bills) Council tax bill

    To be accepted, your name and personal address on the documents must match the identification you have provided.

  • Will I be credit checked?

    Yes, we perform a hard credit check on all applicants. This credit check will appear on your credit report.

  • Can I purchase the equipment that I have on hire?

    Please note that the equipment we offer is available as a hire only contract, and not hire to buy. Unless advised otherwise, we do not offer equipment for purchase.

  • Do I have to pay by Direct Debit?

    Yes, we collect all monthly payments via direct debit, this is the safest and most secure method. We cannot accept payment upfront for any machine hire.

    Your direct debit will be collected on the same day every month as the day that you receive the machine. You will be notified by our payment provider, GoCardless, 4 days before your direct debit is due.

  • What is the minimum hire period?

    The minimum hire period for all machines except the Wattbike is 3 months. The Wattbike is available for a minimum of 1 month at a flexible rate of £99 per month.

  • What does the delivery/collection charge cover?

    This charge covers the cost of both shipping the machine to the delivery address and collection of the machine upon completion of the hire agreement. You only need to pay this fee once.

    Due to the size and weight of each piece of equipment, we need to work with specialist couriers to ensure that each machine is delivered and collected efficiently and safely.

  • Do I have to pay an delivery/collection charge per machine?

    Yes, each machine carries it’s own delivery/collection charge to cover the delivery and the collection of the machine.

  • How will my refundable deposit be processed?

    Once we have received the machine back to our warehouse, we will inspect the machine for any damages, if there are no issues, then we will automatically return your deposit to the account that you paid with.

    If there is any damage to your machine outside of expected wear and tear, or if the machine requires a deep clean, then you will be invoiced accordingly and the remainder of your deposit return.

    The time it takes for your deposit to be refunded can vary depending on your bank, but please expect up to 10 working days upon receipt of the machine for your deposit to be returned.

  • What do I do if the machine requires maintenance?

    Please head to our servicing and maintenance page for our full guide on what to do in the event of a machine fault.

  • What is the difference between a Pro and a Trainer model of Wattbike?

    The difference between the Trainer and the Pro model of Wattbikes lies in the resistance, the Trainer offers 0-2000w and the Pro offers 0-3760w of resistance. The Trainer model will suit most people looking to improve fitness or manage their weight, but the pro model offers a wider resistance range for athletes looking to train and improve performance. As the cardio machine of choice for Olympiads, Rugby Players and athletes worldwide, the Wattbike is the perfect tool for your training.

  • Can I connect my hire Wattbike to Zwift and other indoor cycling apps?

    All of our hire machines come with a Model B, Bluetooth enabled monitor featuring ANT+ capability. To connect the Wattbike to popular cycling apps such as Zwift, Strava and Sufferfest, you will need to purchase an ANT dongle which is available via the Wattbike website.

Have questions? Speak to an expert via email or visit our support centre

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