Transparency is Our Policy: The BYKCH Guarantee
At BYKCH, we value the "flow" of your journey above all else. We understand that travel plans can change unexpectedly, which is why our cancellation and refund process is as smooth as the "Clean Float" of our fatbikes.
Please read these guidelines before reserving your spot. We believe in being fair, specific, and—most importantly—responsive.
Need a Quick Change?
If you need to adjust your ride, don’t wait for an email. WhatsApp is the fastest way to reach us. Whether you’re stuck in Medina traffic or your flight is delayed, message us and we’ll help you find a solution in real time.
1. Defining Your Experience
To keep things simple, here’s how we define our services:
Tour:
A guided e-bike experience curated by Souhail and led by our local experts.
Rental:
A premium e-bike reserved for your independent discovery.
Start Time:
The exact time shown in your confirmation when your "Float" begins.
Meeting Point:
Our sanctuary at 141 Rue Boutouil Kasbah (unless stated otherwise).
2. How to Reschedule or Cancel
We prioritize speed and clarity. To change your booking, contact us immediately:
Via WhatsApp (Highly Recommended):
For instant coordination.
Via Email:
If you prefer a traditional approach.
3. Tour & Rental Cancellations
We allocate a specific zero-emission bike and a dedicated guide for every booking. Because of this limited availability, we apply the following refund thresholds:
48+ Hours Before Start Time:
Cancel more than two days in advance and receive a 100% full refund, no questions asked.
24–48 Hours Before Start Time:
Receive a 50% partial refund or the option to reschedule your ride to a later date (subject to availability).
Less than 24 Hours Before Start Time:
At this stage, your bike is prepped and your guide is ready. We cannot offer a refund, though we may offer a reschedule at our discretion if possible.
4. No-Shows & "Safe Start" Timing
We prioritize speed and clarity. To change your booking, contact us immediately:
Via WhatsApp (Highly Recommended):
For instant coordination.
Via Email:
If you prefer a traditional approach.
5. Weather Policy: Safety Over Everything
Marrakech is famous for its sun, but occasionally the weather (heavy rain, extreme heat, or high winds) can impact the "Clean Float."
Your safety is our top priority. If conditions are unsuitable for a premium experience, we will offer:
- A priority reschedule to a better time or day.
- A full refund if rescheduling doesn’t fit your itinerary.
6. Changes from Our Side (Rare)
In the rare event that BYKCH must adjust a booking—due to route restrictions, unexpected bike maintenance, or safety concerns—we will be proactive. You will be offered an immediate choice between a full refund or a reschedule that works for you.
7. Refund Processing
All refunds are processed instantly from our side back to your original payment method (via Stripe). Please note that while we move fast, your bank or card provider may take a few business days to reflect the balance in your account.
8. Still Have Questions?
Don’t let a policy detail stress your trip. Reach out to our team right now and we’ll make sure your booking is handled smoothly.
Still Have a Question?
Don’t let a policy detail stress your trip. Reach out to our team right now and we’ll make sure your booking is handled smoothly.