Can I get a refund on unused Beryl minutes?

Yes, usually. Beryl treats every refund case-by-case, but its terms explicitly allow refunds of the 'unspent portion of your current Riding Passes' when you're closing your account. Email support@beryl.cc from the address on your account, quote your account/registered phone number, and state clearly you want the remaining minutes refunded rather than credited. Minute Bundles are otherwise valid for up to a year from purchase.

Why was I charged for parking outside a Beryl Bay?

Ending your ride outside a Beryl Bay triggers an out-of-bay fee — commonly £5, or up to £25 for e-bikes in Brighton (with a further £80 if the bike isn't returned to the zone within 24 hours in some schemes). Beryl determines your parking location from the bike's GPS at the moment of lock. If you're sure you were inside the bay, email support@beryl.cc with a timestamped photo and your ride ID; they can review the GPS log.

I have a prepaid Minute Bundle. Why do I need funds available on my payment card?

Beryl runs a £1 pre-authorisation check on your linked card every time you unlock a bike. If the card is declined, you can't unlock — even with minutes remaining. This is both a valid-card check and an anti-fraud measure, and it also covers extra fees that a Minute Bundle doesn't include (unlock fees on some vehicles, out-of-bay charges, unlocked-bike fees). Keep at least £1 available and the card in date.

What if my Beryl bike wouldn't unlock or lock properly?

Section 13.5 of Beryl's Terms says that if a fault prevents you continuing or locking safely, you must end the ride at the nearest bay immediately. Section 13.6 requires a clear video of the fault as it happens. Do both, then email support@beryl.cc with the ride ID and video. Reviews confirm agents like Patricia and Sherry regularly reverse charges when evidence is provided — but push back hard if it's absent.

Beryl charged me after I ended my ride — how do I get my money back?

This is the single biggest complaint pattern on Trustpilot and the App Store: the app shows a ride ongoing even after locking. Email support@beryl.cc immediately with the ride ID, exact time you locked, and a photo of the bike in the bay. If a pending charge hasn't settled yet, Beryl will often show it as a 'reversal' rather than a refund. If it has settled and Beryl refuses, dispute the transaction with your card issuer.

Does Beryl have a free trial or free minutes?

There's no standing free trial. Beryl runs rotating city-specific promotions — Norwich Green Friday, Free Ride Week in Cornwall, Car Free Day, Beryl Bingo, Love Your Commute — that grant short free-ride windows via a voucher code you enter in the app. Codes are single-use, city-specific and expire. Check the Payment & Promotions section of Beryl's help centre for current offers.

How do I cancel my CycleSaver Beryl subscription?

CycleSaver is a salary-sacrifice cycle-to-work subscription, not a direct Beryl product — so cancellation goes through cyclesaver.co.uk and your employer's payroll, not through the Beryl app. Beryl's support can't stop the deduction. Contact CycleSaver's support with your employer name and pay-cycle date; expect the cancellation to take effect from the next full pay period.

Can I cancel Beryl through the App Store or Google Play?

No — Beryl charges your card directly (not via Apple/Google in-app purchase), so there is no Apple or Google subscription to cancel. Removing the app or the payment card from Beryl's app doesn't close your account or refund unused minutes; you must email support@beryl.cc. Deleting the card while a ride is active still leaves you liable for that ride's charges under Beryl's terms.

What if Beryl ignores my refund request?

First, chase support@beryl.cc quoting your original ticket and threading the same reply. If they refuse, invoke UK Consumer Rights Act 2015 (service must be provided with reasonable care and skill) in writing and ask for a final response. You can then escalate to your card issuer for a Section 75 or chargeback claim (Beryl operates in the UK as SMIDSY Limited) or refer the dispute to Citizens Advice.

How much are Beryl's extra fees?

Fees vary by city, but common ones: £5 out-of-bay parking (Bournemouth/BCP), £25 out-of-hub for Brighton e-bikes (£3.50 for pedal bikes), £10 'unlocked bike' fee if you leave a bike stationary and unlocked, and a £30 call-out fee some Trustpilot users report when Beryl dispatches staff to lock a bike. E-bike unlock is typically £1; pedal bike unlock is 50p or free depending on the pass.

Can I pause my Beryl ride instead of ending it?

Yes. Lock the bike and select 'pause my ride' in the app — you get up to 15 minutes with no per-minute charge while the bike stays reserved to you. If the 15 minutes expire without you resuming, the ride ends automatically and any out-of-bay charges apply based on where the bike is locked. Pausing outside a bay costs nothing extra as long as you resume in time.

UNRATED TO CANCEL

How to Close a Beryl Account & Refund Minutes.

Beryl typically charges £12.12 (one-off). Here's the fastest way to cancel and what to expect.

Last verified yesterday · data refreshes daily · 5 sources cited

The fastest way

Beryl has no ongoing subscription — you're billed per ride or per Minute Bundle. To close your account or dispute a charge, email support@beryl.cc (subject: 'Account closure & refund of unused minutes') or use in-app chat 07:00–21:00. Refunds are case-by-case; unused prepaid minutes are typically eligible. Most replies land within 24–48 hours.

£12.12 (one-off)typical charge

Or let yoink do it for you.

30 seconds. AI emails Beryl, handles retention, chases the refund. You approve once, then sleep.

Get yoink (App Store) →

The 4-step cancellation

Email the verified address
support@beryl.cc — the standard route for Beryl.
Use a precise subject
Subject: Cancellation Request — [your account email]

Send this template

Hi Beryl team,

I'm writing to request the immediate cancellation of my subscription tied to this account, effective today.

Under applicable consumer-protection law (UK Consumer Contracts Regulations 2013, EU Directive 2011/83/EU, or the FTC's Click-to-Cancel rule depending on your jurisdiction), I'm entitled to terminate this continuous service contract through the same channel it was formed in — please confirm by reply that no further charges will be made.

If your policy permits, I'd also appreciate a pro-rata refund for any unused portion of the current billing period.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Beryl plans you can cancel

Pay As You Ride (PAYR)
No recurring charge — you pay an unlock fee plus per-minute rate each ride. Simply stop riding; nothing to cancel.
Minute Bundle
Prepaid, non-recurring. Minutes are valid for up to one year from purchase.
CycleSaver Pedal Bike (salary sacrifice)
Managed via CycleSaver / your employer's salary-sacrifice scheme, not directly by Beryl. Cancel through cyclesaver.co.uk.
CycleSaver E-Bike (salary sacrifice)
Managed via CycleSaver salary-sacrifice, not Beryl's app.

Beryl’s refund policy

Beryl doesn't publish a fixed refund window — every request is reviewed individually. Unused prepaid minutes and clearly faulty rides (bike wouldn't unlock, battery died, lock failed) tend to be refunded, but you must email support@beryl.cc with your ride ID and any photo/video evidence. Beryl won't refund rides where you kept riding after a fault instead of ending at the nearest bay, or if an e-bike battery discharged mid-journey. Requests are handled 7:00–21:00 UK time.

“In certain circumstances, you may be eligible for refunds of fees paid for the Scheme. Each refund request will be evaluated on a case-by-case basis. To request a refund, please contact our customer service team (see "Getting in Touch with Us" section below).”
— Beryl terms

Pro-rata refund: yes

Asking specifically for money back, not just a cancellation? See the dedicated Beryl refund guide — same data, but framed around the policy + escalation paths.

What doesn’t work for cancelling Beryl

Based on 5 sources — Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Cancelling by uninstalling the app or removing your payment card — Beryl's terms say if a Bike keeps being used without a valid Riding Pass or card, per-minute fees continue to accrue. Uninstalling doesn't close the account or refund unused minutes — you must email support.
✕ Asking to close the account or dispute a charge over the phone — Multiple Trustpilot reviewers report phone agents refusing to process complaints and directing them to email customer services instead.
✕ Requesting a refund without video/photo evidence of a lock or bike fault — Beryl cites Section 13.6 of its Terms requiring 'a clear video recording demonstrating the fault at the time it occurs' — without it, unlocked-bike and out-of-bay fees are rarely waived.
✕ Claiming a refund after continuing a ride once a fault appeared — Beryl repeatedly cites Section 13.5: if a fault prevents safe riding or locking you must end the ride at the nearest bay immediately; carrying on voids refund eligibility.
✕ Claiming a refund for an e-bike battery running flat mid-ride — Beryl's terms explicitly exclude refunds when an e-bike/scooter battery fully discharges during a journey.
✕ Expecting an automatic refund after account deletion — Deleting the account doesn't trigger a refund — Beryl's ops manager tells users to reopen the account for the charge to be reviewed via support@beryl.cc.

How Beryl will try to keep you

Beryl may respond with a retention offer — a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Support asks you to accept a partial (e.g. 50%) refund and close the ticket”
You say: Reply insisting on a full refund, cite Consumer Rights Act 2015 (service not performed with reasonable skill and care), attach ride ID + timestamped photo/video of the faulty bike or lock, and ask them to escalate to a Customer Operations Manager (Scott Campbell is named in Trustpilot responses).
They’ll say: “Support blames you for leaving a bike 'unlocked' or 'out of bay' based on an on-street inspection done after you left”
You say: Point out that a later inspection can't prove the bike's state at the moment you ended the ride. Reference GPS end-ride timestamp in the app, provide any photo you took at the bay, and request the fee be waived pending a fleet inspection report.
They’ll say: “Agent insists Section 13.6 requires video evidence you didn't record”
You say: Acknowledge the clause but argue that under UK Consumer Rights Act 2015 a hidden evidence burden inside T&Cs can't override the statutory right to a service performed with reasonable care. Ask for the fault log/inspection outcome for that specific bike.
They’ll say: “'Unlocked bike' £10 or 'out-of-hub' £25 fee applied after the ride”
You say: Request the internal fault log and GPS trace for that bike ID. Note that Beryl's own help centre warns of this fee and Trustpilot responses confirm reversal when a genuine fault is proven — insist on that same treatment.
They’ll say: “'The charge is only pending, so no refund action is needed'”
You say: Ask for written confirmation that the pre-auth will drop off within 7 business days and, if it settles, that a matching refund will be issued automatically. Escalate to your card issuer for a chargeback if it settles unrefunded.

Your rights when cancelling

Consumer law varies by where you live. The strongest hook for your country is the one to lead with when you contact the company — pick the one that applies and quote it in your email.

United States

FTC Click-to-Cancel Rule (2024+)
Cancel must be as easy as sign-up.
The Federal Trade Commission’s Click-to-Cancel rule requires Beryl to make cancelling at least as simple as signing up — same channel, same number of clicks. If they buried the cancel button or forced a phone call, they’re in violation; report to reportfraud.ftc.gov.
California ARL (auto-renewal law)
Renewal must be cancellable online.
California Business & Professions Code §17602 forces any company billing California residents on auto-renewal to provide an online cancel mechanism. Lawsuits have been won on this; companies often refund quickly when it’s cited.
Restore Online Shoppers’ Confidence Act (ROSCA)
Negative-option billing must be clearly disclosed.
Federal law (15 U.S.C. §8401) requires Beryl to clearly disclose any negative-option / auto-renewal terms before charging. Buried terms = potential federal violation. Report to the FTC alongside any FTC complaint.

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of Beryl’s own policy.
Consumer Rights Act 2015
Services must be as described.
If Beryl’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

European Union

Consumer Rights Directive 2011/83/EU
14-day right of withdrawal across all EU states.
EU-wide statutory right to withdraw from any distance-sold contract within 14 days. Mirrored into local law in every member state. Beryl must honour it regardless of where they’re headquartered.
Digital Content Directive (EU) 2019/770
Refund rights for digital content failures.
Specific to digital subscriptions — gives you the right to a price reduction or contract termination when Beryl’s digital service is not as advertised, with no time limit beyond the contract period.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes — “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Beryl has ~45 days to defend.

Common questions about cancelling Beryl

Beryl has no in-app 'delete account' toggle for a full closure with refund — you email **support@beryl.cc** (or use in-app chat, 07:00–21:00 UK). Ask them to close the account and refund any unspent Minute Bundle balance. Beryl's terms state that if you close your account with active unused Minutes or Ride Passes, you 'may be eligible for a refund' — get in touch to discuss.