Welcome to the Help Center
How can we help?
Explore our FAQs or reach out to our support team anytime.
The App
How do I rent a bike?
Open the Lake Drive Loop app, select a nearby hub, choose your bike, and start the reservation. Follow the prompts to complete the booking and visit us at the hub to unlock your ride.
Can you deliver the bike to me?
We currently operate on a hub-based system where bikes are picked up and returned at designated locations. This helps us maintain the fleet and provide reliable service to all riders. We will be starting delivery services in Georgina only. Stay tuned for updates on new locations!
Can I pause my ride?
No, rides cannot be paused. You are charged for the time reserved or used depending on your booking type. Ending your ride at a hub and starting a new reservation is recommended if you need to take a break.
Does the app show me scenic routes to follow?
Yes! The app includes curated route suggestions along local roads, trails, and scenic areas around Lake Drive. More route options and features are coming soon.
E-Bikes
How far can the bikes travel?
Typical assisted range is up to 60 km depending on terrain, assist level, and rider weight.
Do the bikes still work if the battery runs out?
Yes. The bikes can still be pedaled normally without electric assist.
Are helmets included?
Helmets are available at participating hubs and mandatory for all riders and passengers.
Are the bikes suitable for beginners?
Yes. Our step-through frames and smooth assist modes make riding easy for first-time e-bike users.
I don't know anything about the e-bikes?
No worries! Our sales representatives at the hubs can provide a quick demo on how to use the e-bikes, adjust assist levels, and share tips for a great ride.
How do I see battery levels before riding?
Sales representatives at our hubs can provide current battery information for available bikes. They will walk you through the options to find a bike that meets your needs and ensure you have a great ride.
Payments & Deposits
When is my security hold released?
Most holds disappear within 3–5 business days depending on your bank.
What payment methods are accepted?
Major credit cards are supported inside the app during booking.
Will I be charged if I return the bike early?
No. You are only charged for the time reserved or used depending on your booking type.
Do group bookings require deposits?
Some larger bookings may require confirmation deposits. Our team will contact you if needed.
Routes & Safety
Where can I ride?
Follow the curated routes on the app. Ride along local roads, designated trails, and scenic Lake Drive routes following posted cycling rules.
Are the bikes GPS tracked?
Yes. Bikes include tracking technology for rider safety and fleet management.
What should I do if I get a flat tire?
End your ride at the nearest hub and report the issue immediately by calling the support number in the app so our team can assist.
Who do I contact during a ride issue?
Use in-app support to call or contact our support number listed in the Help section anytime.
Still have questions?
Our team is here to help
Can't find the answer you're looking for? Reach out to our 24/7 support crew through any of the channels below.