How to book an appointment for your bike
Need a repair, a new key, or a bike upgrade? Learn how to easily book an appointment through the Swapfiets app, find out what documents you need to bring, and see how our mobile service team can come fix your bike right at your doorstep. You can book everything via the Swapfiets app.
When should you book an appointment?
For the following reasons, you can schedule an appointment via the app:
- Something is wrong with my bike: If you need a tune-up or a standard mechanical repair.
- I lost my key(s): To order a replacement, read our guide on replacing lost keys.
- My bike is lost or stolen: To file a missing report, read our lost or stolen bike procedure.
- I want to cancel my subscription: To plan your offboarding, read our membership cancellation policy.
- I want to upgrade my bike type: To change models, read our bike upgrade guide.
How to Book a Swapfiets Appointment in the App
Follow these step-by-step instructions to schedule your service:
- Log in to the Swapfiets app and select your bike.
- Tap I need help.
- Select your service reason from the menu options:
- Something is wrong with my bike: Select one or more specific issues from the list.
- I lost my key(s): Upload a clear photo of your bike's frame number.
- My bike is lost or stolen: Review the reporting instructions before finalizing.
- I want to cancel my subscription: Review the required date to return your bike to us.
- I want to upgrade my bike type: Choose your new bike model and contract period.
- Pick your preferred date and time slot.
Selecting your appointment location: Swapstore vs. Service at Preferred Location
You can choose where we complete your service during checkout:
- At a Swapstore: Ideal for any service or maintenance. (Note: If you are returning or dropping off your bike permanently, you must bring it to a Swapstore).
- At your preferred location: If your address is inside our service area, our team will come directly to your preferred location to repair your bike or swap it for a working one.
Service at preferred location SMS timeline
If you choose service at your preferred location, we will keep you updated on our arrival:
- Night before delivery (around 20:00): You will receive an SMS with a 3-hour arrival time slot.
- Day of delivery: You will receive an SMS with a precise 1-hour time window.
- Eco-friendly route: We always plan the shortest, most eco-friendly route for our team.
Service rules, requirements, and deadlines at the preferred location
- Bring valid identification: Please remember to bring a valid photo ID to your appointment. Our Swapfiets team member will get you sorted and back on the road in under 10 minutes!
- Submit location instructions in advance: If you have specific parking instructions or special access details for an appointment at your preferred location, you must contact our Swapfiets customer support team at least 4 hours before your scheduled time window.