FAQ.

Every rental includes a professionally serviced bike, one spare inner tube, tire levers, a mini pump, and a multitool. Helmets are available upon request at no extra charge. Additional accessories can be rented or purchased separately.

We offer a full range of bike sizes for men and women, with tailored sizing recommendations for each bike type. If you’re unsure about the right size, please provide your height when booking or contact us directly. We’ll help prepare the best fit for you. Plus, we offer a complimentary bike fit setup for all rental bikes in Mallorca to ensure your comfort and performance.

Not necessarily. We offer a wide range of standard pedals free of charge upon request, including Shimano SPD-SL, SPD, Look Keo, Wahoo, Crankbrothers Eggbeater, Time Xpresso, and flat pedals for regular shoes. Standard helmets (Smith Signal Mips) are also available free of charge. Premium helmets are available for an additional fee. If you prefer to use your own pedals or accessories, feel free to bring them — we’ll install them at no extra cost.

Yes, you can choose from our available rental bikes when you book. We recommend reserving early, especially during peak seasons (March–May and September–November), to ensure you get your preferred bike.

Late returns will be charged at twice (x2) the daily rental rate for each extra day or part of a day. We appreciate your understanding and respect for our scheduling and operations. If needed, we are happy to review each case individually to find the best solution for both parties.

Contact us immediately via phone, Telegram or WhatsApp. We offer roadside assistance depending on your echelon Protect+ package. Otherwise, we will arrange a shuttle or replacement bike as quickly as possible.

Roadside technical assistance is included with our 00 | Zenith package as part of the echelon Protect+ coverage. For all other packages, assistance can be arranged upon request for an additional fee.

Yes, please refer to our cancellation policy for reservations and fees. Modifications are subject to availability.

We do not offer standard discounts for groups, as organizing group rentals requires additional preparation and logistics. Instead, we focus on delivering exceptional service before, during, and after your reservation—often going beyond what others include in their pricing. Several value-added services are already provided free of charge, which effectively serve as a built-in benefit.
As for long-term rentals, discounts are already reflected in the prices listed on our website—no additional codes or requests needed.

A: We offer 1-day local tours, multi-day Grand Tours, private custom rides, and cycling camps suitable for a variety of fitness and experience levels.

Tours range from beginner-friendly to advanced. Each listing specifies the recommended level. Our guides will tailor the pace to the group’s abilities where possible.

We specialize in private guided tours and rides, focusing on a more personal and attentive experience—no open groups. Based on our experience, the ideal group size is up to 6 riders per guide. So, if you’re coming with a larger group (e.g. 10 riders), we’ll split you into smaller groups based on fitness level and assign two guides to ensure the best experience for everyone.

Absolutely. Contact us to design a personalized route and experience tailored to your preferences and skill level.

Yes, all our guided tours include sports nutrition—such as energy bars, gels, and drinks—from trusted brands, with free refills provided during the ride. For Grand Tours and cycling camps, we offer extended nutritional support, including multiple feed zones along the route to keep you fueled throughout the day.
‍
If you have dietary restrictions, food allergies, or religious considerations, please let us know in advance—we’ll do our best to provide suitable options tailored to your needs.

Your safety is our top priority. Tours may be rescheduled or canceled in case of severe weather conditions. While each situation is evaluated individually, we generally consider a tour to be non-ridable in the following conditions for 1-day rides:

• Wind speeds over 25 km/h (16 mph) in high mountains
• Wind gusts over 45 km/h (28 mph)
• Rainfall exceeding 8 mm/hour
• Active thunderstorms
‍
For Grand Tours and custom guided rides, decisions are made on a case-by-case basis and discussed directly with the group.
Please refer to our Cancellation Policy for full details on weather-related rescheduling or refunds.

Yes, you can visit our shop to try on all available apparel before purchase.

Yes, we ship worldwide using trusted carriers. Shipping costs vary by destination and package size.

Delivery times depend on the destination and shipping option chosen, typically 3-7 business days within Europe.

Returns are accepted within 10 days of delivery if items are unused, unwashed, and in original packaging with tags. Shipping costs for returns of non-defective items are the customer’s responsibility.

Please contact us immediately. In many cases, we will arrange a replacement or refund without requiring a return.

We accept major credit and debit cards (Visa, MasterCard, American Express) via Stripe and PayPal, as well as secure bank transfers.

Yes, all prices on our website include applicable VAT as required by Spanish and EU law.

Yes! We offer TAX Free shopping for eligible personal purchases made in our offline boutique, processed through our partner Global Blue. If you’re shipping products outside the European Union, we also provide TAX Free options for international orders.

Please note: TAX Free only applies to personal (non-business) purchases and may require minimum spend thresholds. Our team will assist you with the documentation at checkout.

Cancellation fees vary by product (rentals, tours). For details, please see our dedicated cancellation policy page or contact customer service.

Refunds and returns for rentals and shop items follow specific conditions outlined on our website. Items must meet return criteria to qualify.

Shipping is handled by trusted couriers with tracking provided. Shipping fees are calculated per order and are the customer’s responsibility.

Bikes are not fully insured against theft or loss. Customers can opt for “echelon Protect+” damage coverage at booking.

No, we don’t require a security deposit. However, we do securely hold your credit card details for bike rentals or tour reservations. A valid government-issued ID (such as a passport or driver’s license) is also required at pickup to verify your identity.

Our main shop and office are located on Mallorca, Spain.

We’re open Monday to Sunday, 9:00 am to 6:00 pm.

Our bikes are not fully insured against theft or loss. Customers can choose to add “echelon Protect+” damage coverage during booking. Please note that you remain fully responsible for the bike. For full details, please refer to the Bike Hire Terms section.

We provide our services in English and Ukrainian. We are also actively learning Spanish to serve you better!

Yes, we collaborate with a wide range of partners, including hotels, fincas, and property management agencies across Mallorca and Europe. If you’re looking to offer unforgettable experiences and premium cycling services to your guests, we’d be happy to review your request to join our partner network.

Absolutely. We offer full support for cycling events and training camps, including bike fleets, professional mechanics, and logistics coordination. Upon request, we can also provide a support van service for groups.

Yes, we design and operate custom multi-day cycling holiday packages. These are perfect for individuals, groups, or companies looking for unforgettable cycling experiences—ideal even for team-building events.

Visit our website and follow the booking steps for rentals or tours. You’ll receive email confirmation once complete.

You can request changes or cancellations by contacting our customer service. Online modification options depend on product and timing.

We use Booqable for rentals and Stripe/PayPal for payments, ensuring security and convenience.

Email info@echeloncyclinghub.com or call +34 610 129 102 for assistance.

You are responsible for the bike during the rental period. We recommend purchasing “echelon Protect+” as damage coverage. Theft or loss is fully liable to the renter.

Yes, wearing a helmet is mandatory by Spanish law and essential for your safety. Helmets are included with all our rentals free of charge (Standard helmet - Smith Signal Mips)

We offer optional damage coverage through “echelon Protect+” service. This does not cover theft or personal injury.