Frequently Asked Questions | Spoke Herd India | Events / Rides / Shop / SpokePedia / Rentals / Marketplace
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FAQs

Frequently Asked Questions

How do I create a membership online account?

Visit spokeherd.com and click the button ‘become a member’ to start the process.

If you already have an account, log in to your account & get relevant links to the website and complete your profile information

What is the validity of spoke herd memberships?

Since these plans are annual, the validity will end 365 days from the time of signup. And will be automatically renewed on the 366th day.

What are the features of SHC membership?

All our members will are eligible to use our services like: Book rentals, shop SHC merchandise, participate in events, get our updates.

Can I gift a membership to someone?

Yes, you can gift a membership. However, we recommend that you have complete details.

How can I refer membership to others?

After you log in to your account, you will see a button for a referral. Just follow the steps. You will receive a confirmation mail once referred successfully.

How do I change my information/contact details in my profile?

You can edit all your personal information yourself by logging into your profile and making any changes you need.

Where can I see my membership status?

After you log in to your account, it will say on the top – valid or expired.

My account is locked. What do I do?

If you have entered your password incorrectly several times, we lock your account for security reasons. You can head over to reset your password on the sign-in page. Click on forgot password link provided, enter your registered email id, where you will receive the mail with the reset password link. Reset the password by clicking on the link provided in the mail and login into your account.

It also may be because the admin has barred you from using services.

Please email shc@spokeherd.com, and we will get back to you!

While trying to log in, I am getting an error “invalid username and password. What do I do?

Please double-check the email id and password you have entered. If the error persists, use the forgot password option given on the sign-in page to reset your account password and log in again.

I have not received a verification email/OTP. What should I do?

You can try it again, and if the same persists, you can mail us at shc@spokeherd.com.

Can I cancel my membership account?

Once you have registered, you cannot cancel your account. However, you can deactivate your account by writing to us at shc@spokeherd.com.

How do I place an order on the website?

Select the product you would like to buy and “Check serviceability” at your preferred Pincode

Add the product to your cart. You can continue shopping for other items or proceed towards checkout

Add a delivery address and use a preferred payment mode to confirm the order

How do I know if my order is confirmed?

An e-mail/SMS will be sent once you have successfully placed your order on our site. You will receive a tracking number via email once items have been shipped to your choose delivery address.

Are there any hidden charges when I purchase on the site?

We do our best to factor in all associated costs with the sale, and it gets reflected in the final invoice amount.

In case there are any unforeseen costs, we would get in touch with you directly and help with the next steps. We have factored in all the costs, and the MRP is the final price of the product. The only extra bit could be shipping.

How do I make changes to my order?

You can make changes from the “my account” page. Once an order has been processed, no modifications to the order are possible. Remember, orders are processed very quickly, and changes are not guaranteed.

How can I cancel my order?

You can cancel your order from the “my account” page. Once an order has been processed, cancellation is not possible. Remember, orders are processed very quickly, and cancellations are not guaranteed.

How can I track my order?

You can track your order via the “track your order” page. Once an order has been shipped, you will receive the tracking details in your registered email id.

How can I get an invoice for my recent order?

As soon as your order is confirmed/dispatched, you will receive the invoice in your registered email id.

What is the warranty applicable on all items sold on the website?

We are brand-certified authorized retailers for items that are sold on the site. All brand warranties specific to India will apply to their product.

Which cards/payment methods do you accept?

We support a number of payment methods including debit/credit cards, UPI, Wallets etc. Irrespective of the mode of payment, you can be assured that our trusted payment gateway partners use highly secure encryption technology to ensure your transaction and card details are kept confidential at all times.

Do you offer cash on delivery?

Yes! We have cash-on-delivery enabled for selected pincodes across India. You can enter your pincode on a product page and have access to detailed shipping and delivery details along with COD availability. Cash on delivery has an upper cap of Rs. 20,000 and has a service fee depending on the invoice amount and might be disallowed depending on the fraud rating matrix thrown up by the system to prevent misuse.

How can I change the payment method?

Sorry, once the order gets confirmed on our website, you cannot change the payment method.

What should I do if the payment fails or not properly executed?

If there are any problems with your payments, you may receive credit in your account in 24-48 hrs. Try paying again to complete your purchase. If there is an issue with payments, we have your back and will ensure your issues get sorted out. You can contact us at shc@spokeherd.com.

I have paid, and my card has been charged but, I still haven't received confirmation?

No worries. We are on your side to ensure justice prevails. Just reach out to us, and we will ensure your issue gets sorted out.

Any hidden charges that I have to be aware of?

There are absolutely no hidden charges. The prices listed are final and all-inclusive. You only pay the total amount shown on your cart/ checkout page. There may be times courier charges that may apply.

How safe are payments on your site?

Security is our top priority. We utilize the technical services of well-known and highly secure payment processors razorpay.com to handle all financial transactions on the site.

Razorpay is a technology-first online payments company that employs a ‘no stones unturned’ approach to safeguarding the interest of both online businesses who use their products and their consumers.

As a payment provider, Razorpay uses the highest assurance SSL certificate on its website.

Being a PCI-DSS compliance company – on the Razorpay payment gateway, all the details entered by a user like their name, address, and credit/debit card data is used only to process and complete the order. Razorpay never stores sensitive information like CVV numbers, pins, etc.

For more information, Visit razorpay.com

How is cashback handled?

A cashback is a dispute against a particular transaction raised by the cardholder (end-user) and reported to their card issuing bank. A chargeback is a provision by banks and card networks such as Visa & MasterCard to protect buyers from unauthorized or fraudulent payments.

Once the cardholder files a complaint, the bank reports the same to Razorpay and initiates an investigative procedure.

How will the items be shipped to me?

All orders get shipped through courier services that deliver the packages to your address.

What is the estimated delivery time?

Once an order gets placed, we aim to process and ship out your products within 48hrs from our warehouses. An email with tracking details should be sitting in your inbox as soon as the items have shipped.

Note – logistics systems across the country seem to be notoriously decrepit and slow with updates. Many a time items have already reached the rider before the website shows a delivered status.

Delivery timelines depend on two key parameters; Product availability and Your location

Broadly speaking, our logistics partners deliver within 1 to 14 business days. Remember, business days exclude public holidays and Sundays. Remote areas take additional time.

In case there are any issues with delivery or stock availability, our support team will reach out to help with delivery information, refunds, or alternate product recommendations.

Where is my order?

You should receive tracking details in your registered email id as soon as your items have been shipped out. Please check the spam in case you have not received any email.

If you need any assistance on this, please contact us so that our support team can help you.

Can I change my delivery address?

You can change the delivery address before items have been shipped out from our warehouses. If you need any assistance on this, please contact us so that our support team can support you.

What do I do when my order is confirmed but hasn’t been shipped?

Our vendors typically take about two business days to pack and dispatch your order. If you need any assistance on this, please contact us so that our support team can support you.

Will the delivery be tried again if I am not able to collect my order the first time?

Yes! Our courier partner re-attempts the delivery the next working day if unable to deliver your order the first time around.

Why my order is delayed?

On the rare occasion that your order is delayed, please check your email & messages for updates. If you need any assistance on this, please do contact us to support you better.

My order shows, out for delivery, but no one has called

The courier service will contact you for the delivery of your order.

What can I return?

You have 7 days to return an item from the date of delivery.

Returns are eligible only in the following scenarios

  1. Item was delivered in a physically damaged condition
  2. An incorrect item has been delivered
  3. Item has manufacturing defects
  4. Sizing related exchanges are eligible on selected categories (More info available on each product page)

To be eligible for a return, please make sure of the following

  1. Products must be unused
  2. Products must be in their original condition with all original tags, manuals, and packaging intact
  3. Products should not be broken, opened, or tampered with
  4. You need to have a receipt or proof of purchase
  5. All promotional items shipped along with the purchased item must be returned

Returns and exchanges are not applicable for color or incorrect purchases. Products shipped would be as per the color described in the product title on the product page. Images on product pages can sometimes be misleading and are meant to be indicative.

For more info, please check our detailed returns policy.

Can items be returned after the time mentioned in the return policy?

Sorry! We do not accept returns after the 7 days as mentioned in our returns policy.

Can I return the shipment, if I ordered an incorrect item?

Sorry! Returns or exchanges are not applicable for color or incorrect purchases.

Returns are eligible only in the following scenarios

You can change the delivery address before items have been shipped out from our warehouses. If you need any assistance on this, please contact us so that our support team can support you.

  1. Item was delivered in a physically damaged condition
  2. An incorrect item has been delivered
  3. Item has manufacturing defects
  4. Sizing related exchanges are eligible only on selected categories (more info available on the product page)

We love happy customers. Just reach out and explain the issue and we will do our best to help!

What if I received the wrong/faulty/damaged product?

We’re committed to ensuring that the right product is delivered in full working condition. In case you have received an incorrect or damaged item, please contact us so that we can initiate an exchange at the earliest.

How to initiate a return/exchange?

You can initiate a returns/exchange by sharing product images/video on our WhatsApp no. +91-7060-505-706. Please ensure you highlight the area of concern so that we can speed up our assistance.

Are there any charges for returning the product?

We do not charge additional processing fees for returns. We expect the customer to send the item to be returned to us as this is the fastest way to handle returns in India. Once the item is received and reviewed, we will kick off the next steps in the return process.

Original shipping charges are non-refundable.

When will I get my refund?

Once we receive your item, we will inspect it and notify you that we have received your returned item. If your return is approved, we will initiate a size exchange/replacement at the earliest.

Equivalent store credit will be issued in case we’re unable to source the agreed-upon exchange/replacement. The store credit can be used to purchase items on our site.

What is the warranty policy?

All products are backed by the standard manufacturer’s warranty.

For any warranty issues, please get in touch at shc@spokeherd.com with us to help you better.

Where do the SHC rentals operate?

We are offering bike rentals in Delhi and NCRonly. Delivery & Collection services are also available.

To be eligible for a return, please make sure of the following

Is the cost of delivery and collection included?

Delivery and collection costs are not included in the rentals rates.

How do I rent a bicycle?

Since this is only a member-based service, you can log in to your account and select the bike you want to rent. You will reserve the bicycle by providing information like Date Time, No of Days. Once it gets approved, you will get an email to pay the rental fees upfront online. Once it is done, you will get a confirmation email with contact details and a security deposit. You may contact with info and pick up the cycle.

What are the kinds of bikes available on rentals?

As a community, we will provide you with all types of bikes. Mainly MTB’s, Roadies, Tandem & Electric Bikes.

What all does the rental service include?

With the bike, a helmet is complimentary, and we have a few exciting accessories - You may want to ask when you drop in next!

Is there a deposit fee on rentals?

Yes, there will be refundable deposit fees. The fees will depend on the bike hire. You may get the exact amount once you reserve the bicycle. For more details, contact us at shc@spokerd.com.

Why do I have to pay the security deposit?

Yes, we charge a nominal security deposit amount to secure our cycle/bike against damages, if any. However, this security deposit amount will not carry any interest and will be fully refundable to the customer if the cycle/bike gets returned in a good riding condition (normal wear and tear accepted).

How do I pay for the rentals of the bike?

Select the products you like and the rental tenure, and you will see the total rental value in your cart. Rental value to be paid in advance and can be paid online through the SpokHerd website.

What if there is a mechanical problem?

We ensure that the bicycles are inspected before it goes out. However, in case of any mechanical issue, you may contact the person who delivered. Typically there will be someone to assist you. There may be small fees.

Do you offer road assistance?

Yes, with a small fee.

Can I offer my bike for rental service?

Yes, you can list your bike for rentals only if you are a member.

What is the minimum rental period?

Yes, there is a minimum subscription period depending upon the cycle/bike you choose to rent.

What are available modes of payment?

You can pay us through net banking/credit card/debit card/payment wallet.

What happens if a rented bike is involved in an accident?

In case the rented cycle /bike is met with an accident, and/or damaged, you will be responsible for damage costs, repairing charges, legal fees (if any), other related costs- such as towing costs.

What should I do in case of a puncture?

In case of a tire puncture, find the nearest bike mechanic and get the puncture fixed. As puncture of tires are unpredictable and depend upon various other factors like terrain, style of riding, etc. We do assist, at an additional cost.

Do I need to be present at the time of delivery of the bike?

Yes, you will need to be present at the time of delivery and drop.

What happens if I return the cycle/bike late?

The Customer /Lessee will have to pay an additional rental on a pro-rata basis for the additional no. of days/ months the cycle/bike used and a late fee.

When do I get my deposit back?

Once you deliver back the bike/ products after the ride, and upon successful Quality Check, we will immediately refund your security deposit via cash.

Do I have to return the bike to the same location where I picked it up?

Yes, cycle/bike to be returned at our designated delivery/pick-up locations only. However, we offer delivery and pick-up services for additional transportation costs.

What if I don’t like the cycle/bike?

We make sure all the products meet our quality standards and are in good riding condition (in the case of pre-used ones). We do pre-quality checks on every piece of cycle/bike before delivery. However, if you don’t like the products at the time of delivery – there will be no questions asked. Love it or return it.

What documents are required to submit for rentals of cycle/bike?

For our KYC process, we require the following documents at the time of booking the order:
Photo ID proof (any one):Passport/PAN Card / Driving License / Aadhar Card/ Election ID card.
Permanent Address Proof (Anyone): Latest Electricity Bill/ Gas Bill/Water Bill/Society Maintenance Bill/Ration Card
Present Address proof (If different from permanent address) (Any 1): House rent agreement / Address proof on company letterhead / Govt. issued proof / Bank Statement /NOC from the owner, if you are living in a rented house.

Additionally, we might need additional documents to process your order smoothly. We will contact you about the same if required.

Is there a contract to be signed? If yes, what are the terms?

Yes, you need to execute a contract with us. Please refer to the detailed Terms and Conditions available on the website.

Can I reschedule my booking?

There is no rescheduling of an existing reservation as bikes have already been booked and kept reserved for you by us. You may cancel your current booking and then book a bike at later date.

How to cancel my booking? What is the cancelation policy?

You can simply cancel your booking 48 hours prior. Its non-refundable.

What is an event?

An event is a scheduled ride that is coordinated/promoted by Spoke Herd. If you'd like to schedule a ride on your own or list your event, we suggest that you contact us at shc@spokeherd.com.

What types of events does Spoke herd host/support?

We host/support all types of cycling events: Group Rides, Group Workouts, Customised Rodes, and Races.

How do I register for an event?

You can register for any of our events through their pages by going to the 'Join' tab.

Can I book transport on the day of the ride?

We don't provide any transport service as of now.

Can I register on the day of the ride?

Yes, however, the entry fee will be slightly higher on the day. Please arrive 20 minutes before you hope to start cycling to allow you time to register. You can pay by cash or credit/debit card. We advise booking in advance to avoid disappointment and adhere to the event registration deadlines mentioned.

What happens if I have a medical problem on the ride?

Call the emergency number specified on the road map sent out on the day if you have an accident or become sick, or if you see an accident or a rider with medical issues, and we'll send a first-aider or ambulance to your place. Riders who tend to take medicines regularly should bring them along. If you have any questions, about your fitness or ability to complete the trip, please let us know.

I just booked on a ride and paid online - how can I be sure my registration was successful?

On successful purchase of a place on a ride, riders receive a confirmation email/SMS from Spokeherd/or the participating communities.

I lost my ticket, What should I do?

We'll have a record of your order at the event so you can pick up a new one from our administration tent at the start of the ride.

Do I have to wear a cycling helmet while riding?

Yes, bike events strongly recommend that all riders wear a helmet. Please refer to the induvial T&C of the event.

Can I transfer my booking from one ride to another?

Sorry, registrations to another ride are non-transferrable.

Is a copy of the route map available before the ride?

Please refer to the details on the particular events.

I have already registered - what do I need to do?

Come to the start area with your bib number. There will be cycle mechanics, coffee, and toilets at the start, and when you're ready, go to the Start Tent. If you're riding, please arrive a little early. For more, view details of the event.

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