Refunds and cancellations

Last updated 27 October 2026

Bookings aren’t open yet. This page sets out how paying, cancelling and refunds will work when they open. If anything changes before then, we’ll change this page first.

Paying

You pay by card in the spoked app, and Stripe processes the payment. Stripe stores your card details: spoked never sees your full card number. The price you see is the price you pay: one price, with spoked’s service fee already in it, and nothing added later. Your card statement shows SPOKED and the Spoke’s name.

You add a card in the app when you first send a request with a price. Nothing is taken for a request that’s declined or expires. The day before a confirmed booking, the price is authorised on your card, or straight away if the booking starts in less than a day. Authorised means nothing is taken yet, though your bank may show it as pending. It’s taken when the Spoke marks the job done. The only payment without finished work is for a late cancellation or a no-show (below).

Cancelling or moving a booking

  • Cancelling is free until 2 hours before the start.
  • If you cancel inside those 2 hours, or the Spoke marks you as a no-show (they can from 15 minutes after the start), you pay half the price, rounded down to the penny, and never more than £20. It’s split as the price is: the Spoke’s share goes to the Spoke, who kept that time free for you, and spoked keeps its service fee in proportion. If you think you were marked wrongly, email support@getspoked.io.
  • You can ask the Spoke to move a booking until 2 hours before the start. If they don’t agree to the new time, the booking stays as it was.

When you pay nothing

Nothing is taken when the work didn’t happen:

  • you cancel before the 2-hour cutoff
  • the Spoke cancels, at any time
  • the Spoke isn’t there when you arrive
  • the job can’t be done on the bike you brought
  • your card is declined and you haven’t added a new one by 2 hours before the start: the booking is cancelled as yours, and the app tells you as soon as the card fails
  • the Spoke can’t receive the payment in time, so the booking is cancelled as theirs.

If the Spoke wasn’t there, tell us in the app between 15 minutes and 24 hours after the start. The authorisation is kept for a day while spoked looks, then released. Nothing is taken unless spoked finds the Spoke was there: then the booking is completed, its full price is taken, and we tell you both. If money is taken for a booking that didn’t happen, email support@getspoked.io and we’ll look into it.

If the Spoke can’t finish a job because a part is missing, you pay only for the jobs that were finished, and nothing for the one that wasn’t. The app offers you a repeat request for it, already filled in.

Checking the repair

When the Spoke marks the job done, the app asks you: All good? You have 48 hours to answer.

  • If it is, say All good, or say nothing. Saying All good is final.
  • If it isn’t, say Something’s wrong and tell the Spoke what in a short note. The Spoke can’t cash out that job’s money until you say it’s sorted, or for up to 14 days after the job, while you sort it out together. This doesn’t refund you: ask the Spoke for a refund (below).

Refunds

If you’re not happy with a repair, tell the Spoke first. Within 14 days of the payment, the Spoke can refund you any amount up to what you paid, from the booking in the app. The amount they name is what you get back, spoked’s service fee on it included: spoked never keeps its fee on money that’s refunded. A refund goes back to the card you paid with and usually reaches it in 5 to 10 working days, depending on your bank. The 14 days are when the Spoke can refund from the app. They don’t limit your legal rights (below).

If that doesn’t settle it, or the Spoke can no longer refund from the app, email support@getspoked.io. spoked doesn’t judge repairs, but we’ll help you and the Spoke talk it through.

If you and the Spoke still can’t agree, you can dispute the payment with your card provider.

Damage

spoked doesn’t do the work, so it doesn’t offer its own guarantee or pay for damage to a bike. A claim for damage to your bike is between you and the Spoke. Nothing in spoked’s terms limits what a Spoke owes you by law, including the duty to use reasonable care and skill. If your bike is damaged at a booking, tell the Spoke and us straight away, take photos and keep any damaged parts.

Payments taken in error

If money is taken by mistake, for example twice for one booking, spoked refunds the mistaken payment in full. Email support@getspoked.io.

If you’re a Spoke

  • You can refund a Rider any amount within 14 days of the payment, from the booking in the app. The amount you name is what the Rider gets back: your share of it comes from your balance, and spoked returns its service fee on the rest. If you’ve already cashed out that money, email support@getspoked.io and we’ll refund the Rider; it then comes out of your next bookings.
  • Once a Rider says All good, or 48 hours after you mark the job done, you can cash out that job’s money as soon as it has cleared (the app shows when). If they say Something’s wrong, it waits in your balance until they say it’s sorted, or until 14 days after the job.
  • If a Rider disputes a payment with their card provider, we’ll tell you in the app. Send us what you have within 7 days, and we answer the dispute with it. If the card provider finds for the Rider, your share of the amount comes back from your balance, and spoked gives up its service fee on it.
  • A Rider who cancels inside 2 hours of the start, or whom you mark as a no-show from 15 minutes after the start, pays half the price, rounded down to the penny, up to £20. It’s split as the price is: your share comes to you, and spoked keeps its service fee in proportion.
  • Nothing comes off your price: spoked pays Stripe’s fees, including any dispute fee, from its service fee.

Your legal rights

Nothing on this page takes away your legal rights. Where the law says you owe less than this page does, you pay the lower amount. Citizens Advice can tell you more about your rights.

Contact

Questions about a payment: support@getspoked.io

SPOKED TECHNOLOGIES LTD, registered in England and Wales, company number 17485032. Registered office: 124-128 City Road, London, EC1V 2NX.