The short version
Subscription will not be cancelled unless the bike is returned. When you cancel, you'll need to return the bike.
The simple version: submit a return request at account.friiway.com → receive confirmation → drop off the bike → your subscription closes and your security deposit refunds within 1–3 business days.
If you're returning your bike for another reason (you're swapping to a different bike) your original subscription will be cancelled and your new subscription will be activated.
Before you cancel
A few things to know:
Two-month minimum. Friiway subscriptions have a two-month minimum commitment. If you're still inside that window, you can request cancellation but billing will continue through the minimum.
Cancel before your next renewal. Renewals process automatically. If your subscription renews on the 15th, cancel before the 15th to avoid the next month's charge.
Cancellation isn't instant — it's effective at the end of your current billing period. You keep the bike (and use it!) until your scheduled return.
How to cancel and return — the default process
Submit your return request at
account.friiway.com.Your shop confirms your cancellation request
Before the appointment, please:
Disable any app-based security pairings on your phone (so the next rider can pair fresh)
Gather the bike, battery, charger, key, and any included accessories
Give it a quick wipe-down so the shop can inspect easily
At drop off, your shop inspects the bike and confirms the return.
Your security deposit is refunded to your original payment method within 1–3 business days after the bike is confirmed back in good condition.
Don't have a portal account or can't sign in? Email [email protected] or contact your shop directly — we can start the return on your behalf.
Got a Friiway subscription through your employer's program?
If you're enrolled in an employer program through Friiway, your cancellation may have program-specific touches around timing, drop-off options, or how the benefit gets settled. You'll see a program-specific article in your Help Center with the details, or email [email protected] and we'll point you to the right place.
What gets refunded
Item | Refunded? | Notes |
Security deposit | Yes | Returned 1–3 business days after the bike is confirmed back in good condition |
Current month's subscription fee | No | Subscription fees aren't prorated; you have the bike through the end of your current billing period |
Add-on accessories purchased | No | Accessories you bought (lights, racks, etc.) are yours to keep |
Subscription credit toward a buyout | N/A | Subscription credit only applies if you're buying a bike. |
If your bike comes back with damage beyond normal wear, repair costs may be deducted from your security deposit (up to the deposit amount; you'd never owe more than the deposit). See Theft & Damage Protection Overview.
FAQ
Can I cancel from account.friiway.com? Not directly. The portal supports return requests, which is the bike-side of the process. For the subscription-side (the actual cancellation) the bike need to be returned.
Can someone else return my bike for me? Yes. Your shop will need the bike, charger, key, and accessories — they don't need you personally to be there.
Can I keep my charger or accessories? No — the charger and any included accessories belong to the bike. Add-ons you purchased separately are yours.
What if I lose the key? Let us know as soon as possible. There's a small replacement fee (typically $25 depending on the bike), deducted from your security deposit.
My bike is making a weird noise — should I get it serviced first? No, please return it as-is. Your shop will assess and we'll handle from there.