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  3. Billing
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    Duplicate Charge

    Unsure of why you were charged twice?

    First, please make sure that you were not charged usage fees. Usage fee pricing structure for trips longer than 30 minutes is the following: 

    RIDE LENGTH

    USAGE FEE
    0-30 minutes included in your Membership package price
    Each additional 30 minutes2.50 TL
    Still unsure why you were charged? Please fill out this form and a customer service representative will get in touch with you shortly. 

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    Refund request

    To submit a refund request, please fill out this form and a member of our customer service team will reach out to you within two business days.

    Refunds can only be processed within 90 days of charge.

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    Incorrect rental duration

    Confused about the duration of one of your trips?

    Sometimes, when a bike is not successfully docked, trips will run until the bike is docked by another customer or Velespeed staff member. Please fill out this form to tell us more about your trip history or any discrepancies.

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    Unknown charges

    If you’re unsure of the reason for certain charges from Velespeed that appear on your credit card statement, please be aware of the following policies:

    1. Usage Fees: If you keep a bike out for longer than 30 minutes at a time, you will be charged additional fees based on how long you have the bike out. 
    Usage fees for casual users:

    RIDE LENGTH USAGE FEE
    0-30 minutes included in your Membership package price
    Each additional 30 minutes2.50 TL
    2. Lost Bike Fee: If a key has been missing from the system for more than 30 days, the 1200 USD missing bike fee will be charged to the credit card on file.
    If you are still confused about certain charges, chat one of our live customer service reps, or fill out this form and we will get back to you promptly.

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