The short version
Your subscription can't be canceled until the bike comes back to us. To get started:
Submit a return request at account.friiway.com
We'll confirm and arrange how the bike comes back
Once it's back and checked over, your subscription is canceled
Your security deposit is refunded to your original payment method within 1–3 business days
Returning your bike to swap onto a different one? Your current subscription ends and a new one starts — see Swapping Your Bike.
Before you cancel
Two-month minimum. Friiway subscriptions have a two-month minimum. If you're still inside that window you can request cancellation, but billing continues through the minimum.
Cancel before your next renewal. Renewals process automatically. If your subscription renews on the 15th, return your bike before the 15th to avoid the next month's charge.
How it works
1. Submit your return request at account.friiway.com. Don't have an account or can't sign in? Just get in touch and we'll start it for you.
2. Return your bike to a New Wheel location during business hours. No Appointment required.
Subscribing through an employer program? Pick up and return details may differ.
3. Before the bike goes back, please:
Disable any app-based security pairings on your phone
Gather the bike, battery, charger, key, and any included accessories
Give it a quick wipe-down so it's easy to check over
4. We check the bike over and confirm the return.
5. Your deposit is refunded to your original payment method within 1–3 business days.
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 | Fees aren't prorated — you have the bike through the end of your billing period |
Add-on accessories you purchased | No | Lights, racks and similar are yours to keep |
Unreturned charger, battery, key, or included accessory | Partially | The replacement cost is deducted from your deposit at your local shop's current price. Return the item and we'll refund the balance |
If the bike comes back with damage beyond normal wear, repair costs may be deducted from your deposit — up to the deposit amount. You'd never owe more than the deposit. See Theft & Damage Protection Overview.
Questions we get a lot
Can I cancel directly in the portal? Not on its own. The portal is where you submit the return request, which is the bike side of things. The subscription is canceled once the bike is back with us.
Can someone else return the bike for me? Yes. We just need the bike, charger, key and accessories — you don't need to be there in person.
Can I keep the charger or accessories? No — the charger and any included accessories belong to the bike. Anything you bought separately is yours.
What if I lose the key? Let us know as soon as you can. There's a small replacement fee, typically $25.
What if I can't find the charger or an accessory? We can still process your return so the bike is freed up for the next rider. The replacement cost of anything missing is held back from your deposit, priced at what your local shop charges for that part — a Bosch Smart System charger, for example, runs about $199. As soon as it reaches us, we refund the difference.
I'm on an employer program — is anything different? Some programs include collection from home or campus. Check your program's article for what applies to you.