FREQUENTLY ASKED QUESTIONS
Collect 9am / Return 6pm
WHAT TIME CAN I COLLECT MY BIKE?
Your bike will be available to collect on the 1st day of your hire period from 09.00.
Check our seasonal opening times, during busy periods we open at 08.30.
Ensure you input your mobile number to receive SMS updates regarding your hire.
CAN I COLLECT MY BIKE EARLY?
BIkes are available on the 1st day of your hire period from 09.00.
Check our seasonal opening times, during busy periods we open at 08.30.
Please don’t expect our mechanics to know individual booking details, your booking can be viewed in your online account.
You will be notified regarding any possible changes.
CAN I CHECK MY BIKE WILL BE READY?
You will receive an order confirmation on receipt of payment.
If we foresee an issue we will contact you in advance.
Please don’t expect our mechanics to know individual booking details, your booking can be viewed in your online account.
You can view your booking anytime by logging into your account online www.pinarelloexperience.com
If you foresee an issue, please contact the booking office via email [email protected]
WHAT TIME DO I NEED TO RETURN MY BIKE?
You must return your bike by 18.00 at the very latest on the last day of your hire period.
Your bike will be out on hire again the next day – we have a very tight window to turn our bikes around and ensure that they are in top condition.
Please don’t ruin someone else’s holiday by being late, our mechanic’s need time to prepare it.
CAN I RETURN MY BIKE EARLY?
Whilst you can return your bike early, we are unable to refund unused days, regardless of weather or physical fitness.
Please note that we close for lunch so do take this into consideration when planning to return your bike.
WHERE CAN I RETURN MY BIKE TO?
You must return your bike to our hire store, the same location you collected the bike from, Pinarello Experience, 5 Temple Fielding, Puerto Pollensa.
If in the very unlikely event that the store has to close due to an emergency you may return your bike to our clothing store Bike Lounge, Carrer de la Gola, 20, under the ‘Pinarello Experience’ banner, just 200 meters, a one-minute walk away. This is only in case of emergency and if returning to this store you MUST ask for a receipt of your return.
You are NOT able to return to any other location.
It is your responsibility to ensure the safe return of the bike, before 18.00 on the last day of hire.
In case of emergency call +34 971 864 354 or email [email protected]
OPENING TIMES
Pinarello Experience Hire Store 09.00 - 19.00
Bike Lounge Clothing Boutique 09.00-13.00 15.00-19.00
Extend Hire
CAN I EXTEND MY HIRE BEFORE I COLLECT THE BIKE?
If you wish to extend your booking please contact the booking office [email protected] we will do our best to accommodate you.
CAN I EXTEND MY HIRE WHILST I HAVE THE BIKE?
Whilst this may be possible, please don’t assume. You must check with the booking office [email protected] at least 36 hours in advance (Monday-Friday).
If your bike is already booked out, we will do our best to arrange another bike.
If in doubt, please always return your bike on the original hire date by 18.00 and talk to a staff member.
Date Change / Postpone / Cancellation
CAN I CHANGE MY DATES?
Subject to a notice period of 2 weeks we will always do our best to accommodate date changes.
Although the more notice you can give the more chance we have of being able to find you new dates.
During April, May and October this may not be possible due to high demand.
Please contact the booking office as soon as possible [email protected]
CAN I POSTPONE MY TRIP?
Absolutely no problem. Here at Pinarello Experience we understand that plans change and your dates may have to be amended.
Subject to a notice period of 2 weeks we will always do our best to accommodate date changes.
Although the more notice you can give the more chance we have of being able to find you new dates.
During April, May and October this may not be possible due to high demand.
Please contact the booking office as soon as possible [email protected]
If you are unsure of your new dates, we can hold your booking open.
Your full hire fee will be transferred to your new dates, regardless of the cancellation policy.
(Open bookings will be valid for 13 months)
Email us at [email protected] and we will take care of this for you.
CAN I CHANGE MY DATES OR CANCEL DUE TO THE WEATHER?
Whilst you can return your bike early, we are unable to refund unused days, regardless of weather or physical fitness.
If your travel plans change, subject to a notice period of 2 weeks and availability, we will do our best to help you change your dates.
However, within 14 days prior to your hire, we are unable to take cancellations.
WHAT IF I NEED TO CANCEL MY HIRE RESERVATION?
Please email us at [email protected] as soon as you can so we can try and help you.
Cancellation within 14 days of the 1st day of your hire – No refund given
Cancellation made between 14 days and 30 days of the 1st day of hire – 50% refund
Cancellation made between 31 days and 60 days of the 1st day of hire – 75% refund
Cancellation made before 60 days prior to the 1st day of hire – 90% refund
Cancellation made within 14 days of placing your booking and more than 30 days prior to the 1st day of hire - 100% refund
Should you wish to postpone your trip rather than cancel, subject to a 14 day notice period, we will transfer your full hire fee to your new dates so you don’t lose a penny.
If you are unsure of your new dates, we can hold your booking open (open bookings are valid for 13 months).
If in doubt, contact us as soon as possible [email protected] we're here to help.
LATE CANCELLATION OR 'NO SHOWS'
Cancellations within two weeks prior to commencement of your hire or “no shows” are charged at the full hire price, no refund will be given.
If you are unable to come, please tell us as soon as possible by emailing [email protected] and we will do our best to help you.
My Hire Bike - Brakes / Gears / Pedals / Kit
WHAT STYLE OF BRAKES ARE AVAILABLE?
The majority of our bike fleet is set up for UK riders, front brake on the right, rear on the left.
However, we also offer a fleet of European brake bikes, please check the site for availability.
WHAT GEAR RATIOS ARE FITTED ON THE BIKES AND WHAT TYPE OF COMPONENTS ARE ON THE BIKES?
Our bikes come with a 50/34 compact chainset. The cassettes are 11-30 on most bikes. All the bikes are equipped with Shimano. We can even offer 32 cassettes on request.
I KNOW SOME BIKE BRANDS AND MODELS ARE DIFFERENT SIZES. HOW DO I BOOK THE RIGHT SIZE?
Our rider height filter will narrow down your search of bikes available in your size.
Please check the individual sizing guide for each model of bike.
Reduce your collection time by inputting some simple measurements, so our mechanics can prep your bike before your arrive.
If you require set up of your 'Professional Bike Fit' you can upload your document for a £10 surcharge.
DO YOU PROVIDE PEDALS WITH THE BIKE HIRE?
Yes, we can supply pedals at no extra charge or you are welcome to bring your own.
Please select your pedal option at point of booking, we offer the following:
Look
Shimano – SPD – MTB
Shimano – SPD – SL
Speedplay
Or flat pedals
Please remember to take home anything that you bring with you when you leave, we cannot be held responsible for any items, including computers, left on your bike.
I LOVE THE PINARELLO BIKE I HIRED! I WOULD LIKE TO PURCHASE THE BIKE WHEN I RETURN FROM HOLIDAY. WHO SHOULD I CONTACT?
We have a selection of ex-hire bikes available for delivery within the UK. Check out our 'Bikes for Sale' section.
Please contact [email protected]
Or visit www.bikeloungeonline.com
CAN I REQUEST A PICTURE OF THE BIKE I WILL BE HIRING?
Unfortunatley not, due to the nature of hire, this is not possible.
All bikes are maintained to a high standard between hires and should any need a little extra TLC they will be taken off the fleet until we are happy with them.
Therefore, exact bikes are allocated as in accordance to availability.
WHERE CAN I BUY CLOTHING AND ACCESSORIES?
Our clothing boutique, Bike Lounge, is just a 1-minute walk from our hire store.
20 Calle Gola, Puerto Pollensa, 07470
We carry a vast range of clothing, accessories, and the ever-popular Mallorca souvenir jerseys.
Well worth a visit!
WHAT DO I NEED TO BRING WITH ME?
Please bring your shoes and helmet.
We can provide pedals at no extra charge, unless you prefer to bring your own.
Our Bike Lounge clothing boutique carries a vast range of kit, everything from socks and shorts to sunglasses and helmets if you wish to travel light.
Events / Peak Season Bookings
MALLORCA 312 - 27/04/24 (This period sells out - BOOK NOW!) - PLEASE RETURN YOUR BIKE ON TIME
Book early for hire in April - the huge success of the Mallorca 312 means we sell out quickly.
Due to high demand we have a minimum 4 day hire requirement for booking made between the 25th and 28th April.
All bikes booked to be returned on this day MUST be returned on time, our mechanics need time to service the bike before it is hired out the next morning.
Please note that the return time on SATURDAY 27th APRIL ONLY is extended to 19.00.
If you do not intend on returning your bike immediatly after the event, please book an extra day.
The safe return of your hire bike to our store is your responsibility, the full cost of any bike not returned will be charged to you.
IRONMAN - 11/05/24 (This period sells out - BOOK NOW!) - PLEASE RETURN YOUR BIKE ON TIME
Book early for hire in May - May is an extremly popluar month and we are often at capacity.
At the moment we are accepting a minimum 2 day hire, however this may increase as availability lessens.
If you are stuggling to find a bike, email us at [email protected] and we will do our best to help you.
All bikes booked to be returned on this day MUST be returned by 18.00, our mechanics need time to service the bike before it is hired out the next morning.
If you do not intend on returning your bike immediatly after the event, please book an extra day.
The safe return of your hire bike to our store is your responsibility, the full cost of any bike not returned will be charged to you.
PEAK SEASON
Cycling in Mallorca is extremely popular in April, May, September and October, to avoid disappointment we recommend you book early.
Due to bike preparation time we have a minimum 2 day hire requirement, 4 days during the Mallorca 312 event which this year is on the 29th April.
If you are stuggling to find a bike, email us at [email protected] and we will do our best to help you.
Minimum Hire Period
MINIMUM HIRE PERIOD?
Due to the preparation time of each bike (we have high standards) we do require a minimum hire period.
For the vast majority of the year we require a minimum 2 day hire with the exception of the last week in April (Mallorca 312 Event) where we require 4 days.
During April, May and October we are at capacity with over 500 bikes on hire, our mechanics need time to prepare each bike and keep them in the fantastic condition that Pinarello Experience is well known for.
Our booking site will guide you through availability.
Early return of bikes does not entitle you to a refund or partial refund, regardless of weather, or physical fitness.
CAN I HIRE MY BIKE EVERY OTHER DAY? (INTERMITTENT HIRE)
We are not able to offer intermittent hire.
A bike can only be reserved for you for the ‘paid’ period and will be hired out in-between.
Bike preparation time between each hire means that a minimum hire period of between 2 to 4 days hire is required, depending on the season.
Your one-time insurance payment covers you for a consecutive hire period thus making any intermittent hire both impractical and costly.
Bike Care / Mechanical Issues / Punctures
BIKE/CRANK CARE
All bikes are presented in immaculate working order set up by our professional in-house Pinarello mechanics, and, whilst we accept general wear and tear during hire we do ask that you care for them like you would your own.
Simple things like lifting the front wheel over a kerb to prevent the crank arms being dragged up it, not riding on and off kerbs and taking a little care when stopping at a café means a great deal to the next client who wants to be seen on a nice shiny Pinarello.
PUNCTURE REPAIR
All bikes come with two spare tubes, tyre levers and mini pump.
Please let us know if you use the spare tube, so the next rider doesn’t go out with a used tube.
Any items not returned will incur a charge of €10 per item.
CO2 canisters are available for purchase, please ask in store or add to your order at point of booking.
MECHANICAL ISSUES
Please keep us informed, if on returning your bike you spot something that needs attention, let us know.
If you experience a mechanical issue that needs immediate attention drop in to see our mechanics.
If you experience something that leaves the bike unrideable, please call us on 00 34 971 864 354.
Insurance / Damage / Theft / Injury
IS MY HIRE BIKE INSURED?
You as the hiree are fully responsible for incidental theft or failure to return a bike.
WHAT IS PINARELLO EXPERIENCE INSURANCE?
A compulsory accidental damage insurance fee is chargable per hire period.
Accidental damage insurance on your booking is payable on collection at the Pinarello Hire store.
This covers you for any accidental damage to the bike and a recovery service if needed.
A one time charge per bike for the duration of your hire period costs €15 for the Razha, Gan S, Prince, and Treviso or €25 for the Dogma F, F12, F10 and Nytro.
Cover cannot be extended once the bike is returned and is not transferable between bikes.
This fee also covers the hiree for recovery of the bike and rider in case of crash or, in the unlikely event, mechanical failure. It does not cover theft of the bicycle.
Unfortunately, we are unable to insure you against loss or theft of the bicycle, please check your holiday insurance for coverage.
IS PINARELLO EXPERIENCE INSURANCE COMPULSORY?
Due to the high value of our Pinarello fleet, accidental damage insurance is compulsory.
Accidental damage insurance on your booking is payable on collection at the Pinarello Hire store.
This covers you for any accidental damage to the bike and a recovery service if needed.
A onetime charge per bike for the duration of your hire period costs €15 for the Razha, Gan S, Prince and Treviso or €25 for the Dogma F, F12 and F10 and Nytro.
Cover cannot be extended once the bike is returned and is not transferable between bikes.
Unfortunately, we are unable to insure you against loss or theft of the bike, Please check your holiday insurance for coverage.
THEFT AND DAMAGE?
Theft and damage caused to any bicycle will be charged to you as the hiree. This cost will amount to the loss incurred to Pinarello Experience, and not the retail value of any part or frame.
Please take care of the bicycle as if it was your own. Keep it in sight and safe at the café stop and keep it secure overnight.
PERSONAL AND THIRD PARTY INJURY?
Pinarello Experience cannot be held responsible for any injury/damages caused to/by the hiree/rider or a third party during the hire period.
LIABILITY
Pinarello Experience reserves the right to cancel bookings if it is deemed necessary and will not accept liability for any third-party cost to the hiree.
In the event of Pinarello Experience being unable to fulfil your booking our liability to you shall be limited to and shall not exceed the cost of the hire fee paid in advance.
In cases of customer cancellations please see our cancellation policy.
How do i make a booking?
I ALREADY HAVE AN ACCOUNT, WHY DO I NEED TO RESET MY PASSWORD?
As you may have noticed, we have a new website www.pinarelloexperience.com
Due to data protection we are unable to transfer passwords. Please reset your password.
We hope you enjoy our new site, find recomended routes, hotels, restaurants, cafes and local information.
WHAT IS THE BOOKING PROCEDURE?
Bikes should be hired via our online booking portal www.pinarelloexperience.com
Our new site is nice and simple to use, even on your mobile. Select your dates and filter by rider height to see availability.
Should you hire in store (you may be directed to a self-serve screen) please remember to take your passport for photo ID and driving licence or similar proof of address, for identification purposes. Cash payments can only be taken with proof of ID and address, be prepared to help shorten your booking time.
Already in Mallorca? Avoid the queue, our booking site is mobile compatible and simple to use.
WHY WE ASK FOR 3 SIMPLE MEASUREMENTS?
Reduce your collection time by inputting 3 very simple measurements, so our mechanics can prep your bike before your arrive.
A - Saddle height - Centre of bottom bracket to the centre top of saddle.
B - Reach - Tip of saddle to centre top of bars
C - Bar height - Quick release to front centre of bars
If you require set up of your 'Professional Bike Fit' you can upload your document for a £10 surcharge.
I KNOW SOME BIKE BRANDS AND MODELS ARE DIFFERENT SIZES. HOW DO I BOOK THE RIGHT SIZE?
Our rider height filter will narrow down your search of bikes available in your size.
Please check the individual sizing guide for each model of bike.
Reduce your collection time by inputting 3 very simple measurements, so our mechanics can prep your bike before your arrive.
If you require set up of your 'Professional Bike Fit' you can upload your document for a £10 surcharge.
I AM ALREADY IN MALLORCA, HOW CAN I HIRE A BIKE?
Avoid the queue, our booking site www.pinarelloexperience.com is mobile compatible and very simple to use.
Should you hire in store (you may be directed to a self-serve screen) please remember to take your passport for photo ID and driving licence or similar proof of address, for identification purposes. Cash payments can only be taken with photo ID and proof of address, be prepared to help shorten your booking time.
PAYMENT OPTIONS?
Payment must be made in full at time of booking to secure a hire. Bikes ordered in store will not be prepared until full payment has been made.
HOW MUCH DOES A BIKE COST TO HIRE?
Please check our pricing guide which includes daily and weekly rates for all models.
All prices include VAT/IVA (pedals are included, however compulsory accidental damage insurance is additional).
Group (10+) / Corporate Booking
CAN I GET HELP WITH A GROUP (10+) BOOKING?
Certainly, if you are a group of 10 or more riders and would like help finding the bikes you need, contact us via the group booking page.
Tell us what you are looking for and we will assist you with your booking.
CAN I MAKE A CORPORATE BOOKING?
Certainly, if you are arranging a booking for a corporate group for 10 or more riders and would like help finding the bikes you need, contact us via the group booking page.
Tell us what you are looking for and we will assist you with your booking.
Saftey Advice
DO I HAVE TO WEAR A HELMET IN MALLORCA?
It is a legal requirement to use a helmet whilst cycling in Mallorca, helmets are available for hire should you wish to travel light or forget your own.
Don’t fancy hiring? No problem, we have you covered – our clothing boutique stocks a wide range of kit including helmets.
Check out the Bike Lounge 200 meters (1 minute) walk from the hire store.