The short version
Your subscription can't be canceled until the bike goes back to your shop. To get started:
Submit a return request at account.friiway.com
Return your bike during business hours
Your shop checks the bike over and confirms the return
Your shop cancels the subscription and refunds your security deposit — usually 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.
How it works
1. Submit your return request at account.friiway.com.
2. Before you bring the bike in, 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
3. Bring the bike to your shop. You can drop it off during store hours without an appointment.
4. Your shop checks the bike over and confirms the return.
5. Your deposit is refunded to your original payment method, usually 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 shop's current price. Return the item and your shop will 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. You can submit a return request there, but your shop completes the cancellation once the bike is back with them.
Can someone else return the bike for me? Yes. Your shop just needs 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 your shop 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? Your shop can still process the 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 shop charges for that part — a Bosch Smart System charger, for example, runs about $199. As soon as it reaches them, they'll refund the difference.
Can't reach your shop? Get in touch with Friiway and we'll help you get to the right place.