1. Refund / Returns Policy

1.1 General Principle

All bookings and packages are treated as a reservation of BikedPH's equipment, crew, ingredients, and time slot for a specific date, time, and venue. Because resources are allocated and third-party costs (ingredients, logistics, staffing, venue permits) are committed once a booking is confirmed, refunds are processed according to the tiers below rather than on demand.

1.2 Client-Initiated Refunds (Corporate & Private Events)

Refund eligibility for a confirmed and paid event booking is determined by how much notice is given before the scheduled event date:

• 30 calendar days or more before the event: 100% refund of amounts paid, less any non-recoverable third-party costs already incurred (e.g., paid venue permits, custom branding, or bulk ingredient pre-orders).
• 15–29 calendar days before the event: 50% refund of amounts paid.
• 7–14 calendar days before the event: 25% refund of amounts paid.
• Less than 7 calendar days before the event, or no-show on the event date: Non-refundable. The client may request a one-time reschedule credit at BikedPH's discretion, subject to Section 2.

Refunds are returned to the original mode of payment used at checkout or invoice settlement (credit/debit card, bank transfer, or e-wallet) within 7–15 banking days from approval, subject to the processing timelines of the card network, issuing bank, or payment facilitator.

1.3 Retail / Walk-Up Activations

For retail or public-facing activations where individual customers pay per cup, per ride, or per session (e.g., mall activations, festivals, brand pop-ups):

• All sales of prepared smoothies/shakes are final once the drink has been prepared and served, as these are made-to-order consumable food items, consistent with standard food and beverage industry practice.
• A refund or free remake will be issued if the product is defective, spoiled, incorrectly prepared, or does not match the order placed, provided the customer reports the issue on-site to the attending crew or event supervisor at the time of service.
• Refunds for retail transactions are issued via the same payment method used, or as store credit/replacement product at the customer's preference, at the discretion of the on-site supervisor.

1.4 Non-Refundable Items and Circumstances

The following are non-refundable under any circumstance:

• Deposits explicitly designated as "non-refundable" in a signed service agreement or event contract.
• Custom or personalized elements already produced or committed on the client's behalf (e.g., custom branded cups, printed signage, bespoke menu development).
• Consumables already prepared and served at the time a cancellation or complaint is raised.
• Delays or dissatisfaction arising from causes outside BikedPH's control, including but not limited to venue access issues, weather (for outdoor events), power supply problems at the venue, or force majeure events, subject to the rescheduling options in Section 2.

1.5 Service Quality Remedies

If BikedPH fails to deliver the agreed scope (e.g., fewer functioning bike-blender units than contracted, missing menu items, understaffing not attributable to the client), the client may request, in the following order of preference: (a) a make-good/service correction during the same event where feasible, (b) a partial refund proportionate to the shortfall, or (c) service credit toward a future booking. Complaints must be raised within 48 hours of the event for evaluation.

1.6 How to Request a Refund

Refund requests must be submitted in writing (email or the official BikedPH booking channel) together with the booking reference number, date of the event, and reason for the request. BikedPH will acknowledge all refund requests within 2 business days and resolve them within 10 business days of receiving complete information.

2. Cancellation / Termination of Service Policy

This policy governs the cancellation, rescheduling, and termination of blender bike activation bookings and service agreements between BikedPH and its clients.

2.1 Cancellation by the Client

Clients may cancel a confirmed booking by providing written notice through email or the official booking channel. Cancellation is effective on the date such written notice is received by BikedPH. Refund treatment for client-initiated cancellations follows the tiered schedule set out in Section 1.2 above.

2.2 Rescheduling in Lieu of Cancellation

Clients may request to reschedule a booking, rather than cancel outright, subject to the following:

• Requests made 7 or more calendar days before the original event date: one free reschedule to a mutually agreed alternate date within 60 days, subject to crew and equipment availability.
• Requests made less than 7 calendar days before the event: rescheduling is subject to a rebooking fee of up to 20% of the total package value, at BikedPH's discretion, to cover committed ingredient and logistics costs.
• Only one free reschedule is permitted per booking; subsequent changes are treated as a new booking subject to prevailing rates.

2.3 Cancellation or Termination by BikedPH

BikedPH reserves the right to cancel or terminate a confirmed booking under the following circumstances:

• Force majeure events, including but not limited to extreme weather, natural disasters, government-imposed restrictions, civil disturbance, or other events beyond BikedPH's reasonable control.
• Safety concerns at the venue that BikedPH reasonably determines could endanger crew, equipment, or attendees (e.g., inadequate power supply, structural hazards, lack of required permits).
• Non-payment of required deposits or balances by the agreed due dates.
• Breach by the client of the terms of the service agreement, including providing false information about venue, headcount, or event scope that materially changes the cost or feasibility of service.

Where BikedPH cancels for reasons other than client breach or non-payment, the client will be offered, at their option, a full refund of all amounts paid or a rescheduled date at no additional charge. Where BikedPH cancels due to client breach or non-payment, amounts already paid are treated under Section 1.4 (non-refundable) and any additional costs incurred by BikedPH up to the point of cancellation may be invoiced to the client.

2.4 Termination of Ongoing / Multi-Event Agreements

For clients under a retainer, multi-event, or recurring activation agreement, either party may terminate the arrangement by providing 30 calendar days' written notice. Events already confirmed and scheduled within the notice period will proceed as booked (or be subject to Sections 2.1–2.2) unless both parties agree otherwise in writing. Termination does not relieve either party of payment obligations for services already rendered.

2.5 Effect of Cancellation/Termination

Upon cancellation or termination, BikedPH will cease all further preparation for the affected event(s), issue any applicable refund per Section 1, and provide the client with a final statement of account. Any dispute regarding cancellation or termination should be raised in writing within 15 calendar days of the cancellation notice.

3. Delivery / Fulfillment Policy

BikedPH does not ship or deliver physical products to customers. "Delivery" and "fulfilment" under this policy refer to the on-site setup, staffing, and operation of blender bike units and the corresponding smoothie/shake service at the client's chosen venue, date, and time. This policy sets out how service fulfilment is scheduled, confirmed, and executed.

3.1 Service Area and Scheduling

BikedPH provides activation services within its published service area (Metro Manila and surrounding provinces, or as otherwise agreed for out-of-town bookings). Standard bookings require a minimum lead time of 7 calendar days from confirmation to event date; rush bookings within this window may be accommodated subject to crew, equipment, and ingredient availability, and may carry a rush fee.

3.2 Booking Confirmation

A booking is considered confirmed only upon: (a) written agreement on event date, time, venue, headcount, and package inclusions, and (b) receipt of the required deposit or full payment as stated in the client's invoice or contract. BikedPH will issue a written confirmation (email or official booking document) summarizing these details once both conditions are met.

3.3 On-Site Fulfillment

On the day of the event, BikedPH's crew will:

1. Arrive at the agreed venue within the load-in window specified in the booking confirmation, typically 60–90 minutes before the scheduled service start time, to allow for setup, sanitation, and safety checks.
2. Set up the contracted number of blender bike units, ingredients, and service area per the agreed package and floor plan.
3. Operate the activation for the contracted service duration, preparing and serving smoothies/shakes to participants or guests as outlined in the package.
4. Break down and clear all equipment and waste from the venue within the agreed teardown window following the end of service.

3.4 Client Responsibilities for Fulfillment

Timely fulfillment depends on the client providing, at no cost to BikedPH, the following by the agreed load-in time:

• Venue access and any required building permits, load-in clearances, or security passes.
• A stable power source adequate for the number of units booked, unless BikedPH's self-powered/manual-blend units are used or generator rental is separately arranged.
• A level, covered, and safe area for setup, appropriately sized for the contracted number of bike units and crew.
• Accurate headcount and any dietary/allergen information at least 5 calendar days before the event, to allow correct ingredient sourcing.

Delays or fulfillment shortfalls caused by the client's failure to provide the above are not treated as a service failure by BikedPH and are not eligible for the refund remedies in Section 1.5.

3.5 Delays and Force Majeure

Where fulfillment is delayed or prevented by traffic, weather, venue access issues, or other circumstances beyond BikedPH's reasonable control, BikedPH will notify the client as soon as practicable and make commercially reasonable efforts to adjust service (e.g., shortened setup, extended service time where possible, or partial service). Materially incomplete fulfillment due to such causes will be assessed under Section 1.5 (Service Quality Remedies) on a case-by-case basis.

3.6 Retail / Public Activation Fulfillment

For retail and public-facing activations (malls, festivals, brand activations), fulfillment is considered complete for each individual transaction at the point the smoothie/shake is handed to the customer. Service hours, headcount capacity, and menu availability for such activations are as posted at the activation site or as agreed with the hosting venue/brand partner.

3.7 Contact for Fulfillment Concerns

Any concerns about scheduling, setup, or on-site service should be raised immediately with the on-site BikedPH supervisor, or in writing to BikedPH's official contact channel, to allow for prompt resolution during or immediately after the event.