Beryl Avaliações 820

Resposta de Beryl

11 de mar. de 2026

Good Afternoon Kalyan,

Thank you for your feedback.

You may see the £1 pre-authorisation card check. This is refunded automatically.

To ensure your card is valid, we complete a pre-authorisation card check each time you do the following:

Add a card
Start a journey

This pre-authorisation card check is refunded automatically. The pending charge is usually cancelled within 7 business days, depending on how fast your bank can process it. In your bank account, the card check is from 'BERYL CARD AUTH'.

This check applies to every user and attempted ride, even if you have a Minute Bundle or Riding Pass or the ride fails.

Your journey cost will be charged separately at the end of each ride.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Resposta de Beryl

11 de mar. de 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

Resposta de Beryl

11 de mar. de 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