Beryl Avis 

Réponse de Beryl

11 mars 2026

Good Afternoon,

Thank you for taking the time to leave a review, and we are sorry to hear that you feel your experience has been unsatisfactory.

We would like to take the opportunity to clarify our policy so that other users are also aware of how this works.

As set out in our Terms and Conditions, if a vehicle is left unlocked at the end of a journey or the ride has not been successfully ended in the Starling Bank Bikes app, a £30 unlocked vehicle fine will be applied. This charge covers the operational cost of dispatching our on-street team to locate and lock the vehicle, and it also replaces any accumulated riding charges that may have been incurred while the bike remained unlocked.

We always recommend checking the app at the end of every journey to confirm that the ride has ended successfully. In the event that a locking issue is encountered, Section 13.6 of our Terms of Service requires users to provide a clear video recording demonstrating the fault at the time it occurs. Without this evidence, we are unfortunately unable to waive the fine, as we have no way of verifying the issue reported.

We are sorry if this feels frustrating, particularly if you did experience a genuine fault. We would encourage you to contact us directly so that we can look into the specific circumstances of your journey. If video evidence of the locking issue is available, please do share this with our team and we will review your case accordingly. You can reach us at support@beryl.cc.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Réponse de Beryl

11 mars 2026

Good Afternoon Faisil,

Thank you for your feedback. We greatly appreciate all forms of feedback, whether positive or negative, as it helps us to continuously develop and improve our business.

As our colleague explained on the day, no rear lock was detected when your ride ended, which resulted in the unlocked bike fee being applied. Our colleague looked into the issue and you were issued a refund immediately. You will see the refund approximately 1 to 10 business days later, depending on how quickly your bank is able to process the refund request.

Please bear in mind that refund times are dictated by your bank and are outside of our control. If the charge has not yet left your bank account, the pending transaction will be amended or cancelled completely.

We are sorry that your experience on this occasion did not meet your expectations and we hope you will give us another chance in the future.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Réponse de Beryl

6 mars 2026

Good Afternoon Matt,

Thank you for your feedback. We greatly appreciate all forms of feedback, whether positive or negative, as it helps us to continuously develop and improve our business.

We understand how frustrating it can be to feel like you're not being heard, and we genuinely appreciate all feedback as it helps us improve our service. We do want to take a moment to clarify our process, as we want all of our users to feel supported and treated fairly.

For manual locking bikes, it is a requirement that the bike is fully secured at the end of every journey, and users should always wait for the app to confirm the lock before leaving the vehicle. This step is important, as without confirmation the journey remains active and charges may continue to apply. We make every effort to communicate this clearly within the app and our guidance.

Where a locking fault or charge is disputed, we ask users to provide photographic or video evidence showing the locked vehicle or the issue encountered. As per our Terms of Service, if supporting documentation cannot be provided, we are unable to approve a refund immediately. However, we do not leave matters there. In all such cases, we arrange for an on-street team inspection of the reported vehicle within 48 hours. If the lock is found to be functioning correctly, no refund is issued. If a genuine fault is confirmed, a refund is automatically applied to the affected journey

We are sorry if our communications have felt robotic or unhelpful, as that is never the experience we want to provide. We would welcome the opportunity to review your specific cases directly. Please do reach out to our support team referencing this review, and we will ensure your concerns are looked into personally.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl