Beryl Avis 

Réponse de Beryl

27 févr. 2026

Good Morning Thomas,

Thank you for your valuable feedback. We greatly appreciate all input, whether positive or negative, as it helps us continually improve our service.

Availability in busy areas can fluctuate at peak times, and we actively monitor usage data and rebalance bikes throughout the day. Consistently empty bays are not the experience we aim to provide.

We apologise for the inconvenience caused by the bike unlocking issue. We understand how frustrating this can be and assure you that our team is committed to resolving such problems promptly. Users are only charged for active journeys, and we gain nothing from failed unlock attempts. If you experience unlocking issues, reporting them via the app ensures the bike is removed from service to prevent further inconvenience.

Ride durations are rounded to the nearest whole minute for billing, consistent with our pricing structure, and detailed in Section 9 of our Terms and Conditions: https://beryl.cc/terms

Customer Support reviews cases where rides cannot be ended due to app errors, and refunds are issued where faults are identified.

We are not “rounding up” rides for gain, nor are we intentionally leaving faulty bikes in service. Bikes with low battery or mechanical faults are flagged and removed by our on-street team as quickly as possible. Vehicles unavailable in the app are not available for hire. When selecting a bay, the app displays the bike number for reference.

We appreciate your recognition of our Customer Support team and apologise that you have needed to contact them frequently. This is not the standard we aim for.

Please be assured that we remain committed to improving our service and providing a better experience for all riders.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Réponse de Beryl

19 févr. 2026

Good Morning Alistair,

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. Please accept our sincere apologies for the inconvenience this has caused you.

We take maintenance and safety seriously, and I assure you that we will inspect the bikes thoroughly to address any faults. Your feedback is invaluable in helping us identify areas for improvement, and we are committed to ensuring that our bikes are in top condition for all users.

To better assist you, may I kindly request your Beryl account details via email to support@beryl.cc

We’ll strive to do better.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Réponse de Beryl

13 févr. 2026

Good afternoon,

Thank you for your feedback. We genuinely appreciate all feedback, whether positive or negative, as it helps us continuously develop and improve our service. Please accept our sincere apologies for the inconvenience this has caused.

We take maintenance and safety very seriously, and I want to assure you that the bikes will be thoroughly inspected to identify and resolve any faults. Your comments are invaluable in helping us improve reliability and overall user experience. I will also ensure your feedback is shared with our operations team.

Please contact our support team at support@beryl.cc so we can investigate this further and arrange a refund for any incorrect charges.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Réponse de Beryl

12 févr. 2026

Good Afternoon Ani,

I would like to express my gratitude for your valuable feedback. We greatly appreciate all feedback, whether positive or negative, as it allows us to continuously develop and improve our business.

We actively monitor and maintain our fleet. We make vehicles unavailable for hire when they need servicing or inspection due to customer and staff reports. This also applies to vehicles that are out of battery. If a vehicle is not visible in the app, it means it is unavailable for hire. Please check the app for all available vehicles. When you click on a Bay in the app, you will be able to see the vehicle number.

Your concerns about bike maintenance, charging, and bay availability have been shared with our operations team to help improve the service. We really appreciate riders reporting any issues so we can act quickly.

Beryl takes misuse of our vehicles very seriously. All our Beryl bikes and Beryl e-scooters are equipped with GPS technology that allows us to track journeys. In order to identify users misusing vehicles, we kindly ask you to report the incident via our Beryl E-Scooter Misuse Form. We can then track the scooters in our system and contact the users. Once the report is complete, we will only contact you if more information is required.

If you are concerned about the illegal use of an e-scooter, we also suggest reporting the incident to your local police force. Calling 101 or using online reporting tools are available if it is not an emergency.

We are committed to providing a safe and convenient way for people to get around the city, and we take feedback like yours seriously to make our service better. If you would like to provide further details or report specific issues, please contact our support team directly at support@beryl.cc so we can investigate further.

We’ll strive to do better.

Kind regards,

Scott Campbell
Customer Service and Operations Manager
Beryl