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Important Information About Bike Rentals

*PLEASE READ CAREFULLY*
Your Rental:

You, the customer, are responsible for ensuring the preservation of the rental property for the duration of your rental stay; and will be responsible for the cost/loss to Cross Island Bike Rentals if the rental bike or included equipment (examples: locks, baskets, etc.) are lost, stolen, or damaged. See our Terms and Conditions for full rental agreement.
We like to keep things simple here at Cross Island Bike Rentals and in that spirit,

We have just 2 RULES for bike rentals:

1.  KEEP YOUR RENTAL BIKES LOCKED, at all times, when you are not using them or are leaving them unattended.
(In the event that a bike is lost or stolen, the credit card on file will be charged a lost/stolen bike fee starting at $350 for beach cruisers. Rental bikes determined lost or stolen that are found at a later date may receive a refund of the cost for the lost/stolen bike fee.)

2.  DO NOT RIDE YOUR RENTAL BIKES IN SALT WATER!! 
  • There is a $20 minimum charge, per bike, for rental bikes that sustain Salt Water Damage. 
Salt water is extremely corrosive and will damage the chains and bearings of a bike in a single ride through!
This includes shallow waves and tidal pools, puddles, and streams on the beach.

  • Geared Bicycles, including electric bikes, are NOT PERMITTED on the beach. Please, keep them to the bike paths and roadways only!
"There are streams of shallow water high on the beach that we occasionally have to cross when we're out on the beach. Are those okay to ride the bikes through?"
NO, there are no exceptions. These streams and pools of water are salt water pools and fill up with the high tides. Please, carry your bike over these "tidal pools", ride around them, or otherwise avoid them altogether to avoid incurring additional charges due to salt water damages.
"The dry, fluffy sand is hard to ride through. Is it okay that we ride them on the wet sand?"
"Loose sand" is dry, fluffy, and not packed down. This is the sand you find high on the beach and close to the dunes. We do not recommend trying to ride on the loose sand. "Packed sand" is hard, flat, and gets packed down while submerged under the high tide. Dry "packed sand" is the best for bike riding. This is found in between the "loose sand" near the dunes and the current water line. "Wet sand" is sand soaked with ocean water. Although "wet sand" can be packed down making it good for riding a bike, it is full of salt water that can quickly corrode the bikes. The salt water in "wet sand", or when riding through shallow waves or tidal pools, kicks up into the bike's mechanisms, causing chains, bearings, etc. to rust very rapidly, and will result in additional charges on your rental. Bike components may even seize and lock up with little exposure to the salt water. We ask that you avoid "wet" sand/salt water and recommend riding bikes on the dry "packed sand" only.

TIP: You may need to wait until low tide to get the best beach riding experience.
Booking:
"How to rent a bike attachment(ex. kiddie kart, cargo cart, childseat) only?"
Attachments for bikes cannot be rented on their own. We do not permit the attachment of our bikes/equipment to bikes/equipment that do not solely belong to Cross Island Cruisers, LLC. Attachments must be rented with an adult bicycle in order for the reservation to be valid.

Bikes and attachments are delivered fully assembled.
"How long is a 1-Day Rental?"
A 1-Day rental runs for a full 24 hours. Rental begins upon shop pickup or at time of delivery.
Multi Day Rentals, lasting for 2 or more days, are calculated on an open to close basis for rental days. Weekly rates are available with special pricing with a morning return only on the final day of your rental (example: Saturday to Saturday morning).
"Is there an hourly rate?"
Currently, our shortest rental is a 1-Day rental. You're always welcome to rent bikes at the daily rate, if only for a few hours.
"It's after 10AM on the day of delivery, why have the bikes not been delivered yet?"
Any 10 AM "Start Time" listed in the online booking system or in email is for the booking system's reference only. It does not denote time of delivery. We do our best to tend to all orders as quickly and as efficiently as possible. Please contact us if you need your bikes by a specific time in order to help you make the best arrangements for your party.

Rentals begin on the day they are delivered, regardless of the time they are received. The day of delivery is considered Day 1 of your rental. For Multi Day rentals, days are not on a 24 hour basis, but calculated by open to close, pricing is grouped by duration length accordingly. This also applies to the rental return time. Only 1-Day rentals are for 24 hours, starting at the time of delivery/store pickup. Pick-up/return times are chosen within the booking questionnaire for morning or evening return. Weekly Rentals (Example: Saturday to Saturday) are priced for a morning pick-up only. Evening pickups/returns for a Weekly rental are available as an 8-Day rental. Please have bikes available for collection on the last day of your rental by having bikes available for pickup by 8:00AM on the last day of your rental; or by 3:00PM if you've selected an evening return window(3PM-7PM).
"I booked an online reservation for 7 days, but need them from Saturday to Saturday (example week day). Why is the reservation stating that it ends a day early?"
You will want to select the 1 Week duration length from the drop down menu for your rental. Rentals lasting over 2 days do not operate on a 24 hour basis, days are determined by business open to close to account for one day. The first day of a Rental starts on the day of delivery, regardless of the time of delivery. The collection/pickup day is considered the final day of the rental, regardless of the collection/pickup time you've selected. Multi-day pricing is grouped by the number of days in a rental. See currently listed prices for details.

(Example: A 7 Day rental that starts on Saturday will be delivered on the scheduled Saturday, and picked up Friday the following weekend, with a morning or evening collection window selection. Weekly rentals do not differ in pricing for a morning pickup only. A Week rental that starts on Saturday will be delivered on the scheduled Saturday, and picked up the following Saturday morning after 8am. 8 Day rentals have the same weekly rental length(Saturday to Saturday) with an evening pickup option available.)
Delivery:
"How will I know when the bikes have arrived?"
You will receive a call or text message from the delivery driver once they have arrived to deliver your bikes. The driver will also confirm the location of drop off.
"Do I need to be there when the bikes are delivered? Or for you to pickup?"
No, you do not have to be present for delivery or pick up. Driver will lock up your bikes and inform you of where they were placed.
"How will I know which bikes are mine?"
A blue name tag with your last name will be around the handle bars of at least one bike.
"What is my lock combination?"
Your lock combination will be the last four digits of the phone number provided on the order.
"We only received half the number of locks per bikes rented, how are we to keep all bikes locked when we go in separate directions?"
We provide one lock for every two bikes rented, rounding up for odd numbers. The quantity of locks provided is sufficient to keep all bikes locked at all times. Locks are 6' long cables and can lock up to 4 bikes together with one lock.

If it is likely that your group will not stay together during your rental, you may request one additional lock at no extra charge. If you still need additional bike locks, cable locks are available for purchase or we highly recommend you provide your own. NEVER LEAVE BIKES UNLOCKED.
"I'm switching locations during my rental. Can you pick the bikes up and redeliver to our new location?"
We do not provide relocation services for rental bikes.
We can pickup the bikes from a different residential location at the end of your rental, provided that both delivery and pickup locations are provided and have been approved by management at the time of booking.
"Can we leave the bikes for pickup where we left them (examples: beach access, shopping center, restaurant, office, etc.)?
  Or, are we able to have the bikes delivered to such a location?"
NO. Leaving bikes at unapproved pickup/return locations like businesses, offices, or other public locations, will place the bikes at a high risk of theft or removal/discarding by management of those properties. Location of delivery and/or pickup must be a residential address and must be approved by Cross Island Bike Rentals at time of rental confirmation, prior to rental start. You are responsible for the loss of your rental bicycle(s) if it has been removed/discarded by property management, or stolen from a public or commercial location.
Delivery times cannot be guaranteed on weekends, during peak summer season, and during holiday/festival weeks.*

Gated communities we currently do not deliver to or pickup from: Hilton Head Plantation, Port Royal Plantation (inside guard gate), Long Cove Club, Hilton Head Resort, or off island locations. (Exceptions may be possible with additional delivery charges.)
Rental Charges:
"When will I be charged for my rental?"
Rentals are charged upon booking a reservation. We cannot hold/book a reservation without payment.
"What payment methods may I use to pay for my rental?"
A credit card is required to make a bike rental reservation online, by phone, or in person. Cash payment for a rental is only accepted for walk-up customers with a valid credit/debit card to place on file. (Valid credit/debit card on file required for all rentals.) The card on file may be used for incidental charges in the event rental equipment is lost, stolen, or damaged.

For details about additional charges and fees, please see our Terms and Conditions.
 
    Refunds:
"How long do I have to cancel my reservation?"
Cancellations must be made by 10:00 AM one day before your rental begins, in order to receive a full refund on your rental. Once bikes have been delivered, no refunds are granted.
"My plans have changed and I need to end my rental early. Can I get a refund?"
Once the rental begins, no refunds will be given on rentals that are returned early or go unused, this includes any lost days due to inclement weather.

(If an issue happens to arise during your rental, please contact us immediately at our 24/7 Customer Service line via call or text: (843) 384-7371.)**
  
    Late Fees:
  • Rental equipment that is not accessible to be collected by Cross Island Bike Rentals at the end of the rental, (examples- inside a home, closed garage, or behind a closed/locked fence or gate, out riding the bikes past the max collection time for your rental, etc.), customer will be charged a Late Return Fee in the form of the current daily rate for each day the bike is inaccessible for collection.

If the bicycle(s) is stolen, the credit card on your account will be charged a minimum $360 per stolen cruiser bike and up to $2,100 per electric bike (depending on the bike selected).

DAMAGED EQUIPMENT AND LATE RETURNS ARE SUBJECT TO ADDITIONAL CHARGES.
  • Damaged baskets or chain guards will result in a $20 replacement charge.
  • Damaged seats will result in a $30 replacement charge.
  • Lost or damaged locks will result in a $20 replacement charge.
  • Damaged/rusted chains or bearings due to excessive Sand/Salt Water damage will result in a minimum $20 replacement charge and up to the full cost of the bike for electric bicycles taken out on the beach.
Customer Service:
Our Customer Service line is open 24/7.
You may call, text, or email anytime during your rental for service issues regarding your bike rental.
(Call/Text: (843)384-7371 Email: [email protected])

"I have a problem with my rental bike, how do I get it fixed?"
Please contact us immediately at (843)384-7371 if a problem should arise with your rental bike/equipment!! You may call or text.
As soon as we are notified, we will come to you ASAP to replace any unsatisfactory/problematic or broken bicycle!**
Once the rental begins, no refunds are granted.
Although we inspect and maintain all bikes before they go out, but if an unforeseen issue should arise, we do our very best to promptly rectify any issue!!
We do not refund time lost due to service issues that are not promptly reported to us. 

Bicycles with limited offerings or availability that cannot be fixed or replaced in a timely manner, examples- training wheels, tricycles, or adult tandems; may be entitled to a discount or partial refund at Cross Island Bike Rental's discretion.

(If any issue arises during your rental, please notify us immediately by contacting our 24/7 Customer Service line via call or text (843) 384-7371.)**
"I ordered the wrong size bike, can I get a different one?"
If you have an issue with sizing, we are happy to swap the size of the bicycle for one that is better suited for the rider.
(Subject to current size availability. Please allow up to 24 hours from the time of notice for us to make the swap during busy season. Or, stop by our shop for immediate service!)

You may also want to check out our Sizing Information for Beach Cruisers.

There is no charge for service calls to bikes currently rented from Cross Island Bike Rentals. Service calls will be attended to as soon as reasonably possible, usually within 2 hours. Change orders or size swapping will be fulfilled within 24 hours from the time of notice from the Customer. Rentals located within gated communities may not be serviced after 7PM as most do not allow commercial vehicles inside the gate past this time.



We have an extremely high standard for our bikes, in part, thanks to our great customers!
Please help us keep our bikes to the quality and standard we all expect.
Thank you!

*Delivery times on the weekends (Sat. - Mon.), during holiday/festival weeks and peek summer months are not guaranteed.
(Saturdays, Sundays, and Mondays are the main turnover days which requires us to pick up bikes all morning and deliver starting around noon, and as late as 7pm.)
**Service calls will be attended to as soon as reasonably possible, usually within 2 hours. There is no charge for service calls to bikes currently rented from Cross Island Bike Rentals. Change orders or size swapping will be fulfilled within 24 hours from the time of notice from the Customer. Rentals located within gated communities may not be serviced after 7PM as most do not allow commercial vehicles inside the gate past this time.