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.

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.

REFUND GUIDE

How to Get a Beryl Refund for a Faulty Ride.

Here's what Beryl actually owes you, what their policy quietly says, and how to escalate — by country — if they ignore the request.

Last verified yesterday against Beryl’s own Terms · UK, US, and EU rights covered below

The short answer

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.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Beryl, cites the policy, escalates if ignored, and surfaces the win when the money lands.

Get yoink (App Store) →

What Beryl actually says

“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).”
— verbatim from Beryl’s terms

Pro-rata refund: yesStatutory cooling-off: 14 days in UK + EU on new subs

What you can claim, by region

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

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Beryl charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.
California ARL refund right
Refund if cancel was blocked or unclear.
If Beryl made it hard to cancel under California ARL, you’re entitled to a refund of charges taken since the obstruction. Multiple class actions (including against Adobe + Hulu) have set the precedent.
FTC enforcement actions
FTC has won refunds against subscription dark-patterns.
The FTC has secured $100M+ in refunds from companies running dark-pattern cancel flows (Amazon Prime, Vonage). Document Beryl’s flow, file at reportfraud.ftc.gov.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Beryl for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Beryl subscription, you’re entitled to a full refund of any payment taken — no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Beryl can’t ignore.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Beryl is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described” — your bank initiates, Beryl has ~45 days to defend. Works regardless of where Beryl is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described” — applies to subscription services that didn’t deliver. Resolution typically within 20 days.

The 4-step refund email

Email the right address
Use support@beryl.cc — the route yoink has verified actually gets read for Beryl.
Use a clear subject line
Subject: Refund Request — [your account email]

Send this body

Hi Beryl team,

I'm writing to request a refund for my recent Beryl subscription charge.

Under applicable consumer-protection law (the UK Consumer Contracts Regulations 2013, EU Directive 2011/83/EU, or US state auto-renewal laws — whichever applies in my jurisdiction), I'm exercising my right to cancel and to recover the payment in full. Please confirm by reply that the cancellation has taken effect and that the refund will be processed to my original payment method.

If your policy allows a pro-rata refund for any unused service, I'd appreciate that being applied here.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, see “If they refuse” below — Section 75 is the next stop.

Refund FAQ for 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.