Disputes
A deposit not returned in full, a bike that does not match the card, surprise charges at pickup, a tour that was not what the page promised - write to us. This page says what happens next, honestly, including what we cannot do.
Where to write and what to attach
- Write to us in the Telegram bot - that reaches us fastest and we answer there. Email works too. One message is enough, no forms.
- Attach what you have: booking reference or dates, partner name, photos, screenshots of the chat. Handover photos taken at pickup are the strongest evidence there is.
Timelines
- First reply within 24 hours. A resolution - usually within 7 days: we need to hear the partner and look at documents, and that takes real time.
- A dispute is handled by us personally, not by a form: we take it up with the partner directly, and they know a confirmed violation costs them the listing.
What we can do
- Get the partner to the table: partners answer us faster than a tourist they may never see again.
- Push for a deposit return or compensation, with the listing as leverage - up to removing the partner from the platform.
- Fix the record: a confirmed dispute changes what future clients see about this partner.
What we cannot do
- Refund you ourselves. We do not hold your money - payments go directly between you and the partner, so we physically have nothing to refund from. Our leverage is the partner’s reputation, not an escrow.
- Act as your lawyer or argue with the police or an insurer on your behalf. We can share what we know and how it usually works - representation is beyond us.
- Take sides before hearing both. A dispute is confirmed by evidence, not by who wrote first.
- Lean on a rental that never asked to be here. Most pages in the catalogue are put together from public sources: those rentals have no account with us, owe us nothing, and losing a page they never asked for costs them nothing. We will still write to them, but the honest answer is that we may not even reach them.
What it means for the partner
- Deposit fraud, repeated confirmed complaints or refusing to take part in a dispute removes the partner entirely - the listing goes down first, the conversation happens after.
- In a conflict of interest between a partner and a client, the client comes first. This is a platform rule, and partners join knowing it.
EastRide is not a party to the rental agreement. The agreement is concluded directly between you and the rental, and you pay them directly. We help resolve disputes, but we are not liable for their obligations.