Important Facts 

  1. These are long term rental bikes, as are the accessories. All bikes and accessories remain the property of Lug & Carrie
  2. These are high quality and expensive electric bikes - we need you to take good care of them and their accessories
  3. Please do use the locks and alarms provided.Bike theft is real but can be prevented. 
  4. Our bikes are smart and able to store and send data about their location, use and condition. 
  5. Stuff happens, so we’ve insured the bikes for theft and damage. Theft of or damage to the bike and/or accessories will result in a maximum $500 excess. In the case of theft you must report it to the police as well as returning all the keys. 
  6. You must be able to make the bike available for scheduled servicing within the operation zone, or bring the bike to our service centre located in the CBD.
  7. We are currently available across Metropolitan Melbourne with free pick-up and delivery for handover or servicing available within our operation zone 
  8. The operation zone is currently limited to the following postcodes: 3000, 3051, 3052, 3053, 3045, 3010, 3050 however we hope to increase this soon.

1. Introduction

  1. The Terms and Conditions apply to every Subscription between Lug & Carrie and the Renter
  2. Amendments to the Terms and Conditions are only valid in a signed and written form from both Lug & Carrie and the Renter.
  3. All amounts listed by Lug & Carrie are in AUD and include GST.

2. Subscription

  1. The subscription is between one person (the Renter) and Lug & Carrie, addition riders must be disclosed to Lug & Carrie. 
  2. The renter must be at least 18 years old and able to enter into a legally binding contract with Lug & Carrie. 
  3. The subscription is charged on the 1st day of each month. The cost of the first month will be calculated according to the number of days before the start of the next month. 
  4. The e-bike comes with a charger, a ring lock, a chain extension and two keys.
  5. This is a rental fleet, Lug & Carrie cannot guarantee that the e-bike and/or its accessories are brand new.  
  6. The e-bike will at all times remain the property of Lug & Carrie. The Renter will not be allowed to create or grant any security interest or other right in respect of the e-bike for a third party’s benefit.
  7. The e-bike is intended only for personal use by the Renter. Any commercial use must be disclosed to Lug & Carrie. Failure to do so could result in a maximum fee of $3500. 
  8. The Renter may not make any changes to the e-bike that cannot be removed without causing damage. 
  9. The renter may not make changes to the software and firmware on the bike. 
  10. The e-bike may include signage. The Renter must immediately contact Lug & Carrie if the signage has been damaged.

3. Payment 

  1. Payment is advertised weekly but charged monthly.  
  2. The Renter must have a valid credit or debit card. 
  3. The Renter will be responsible for passing on changes to their data in good time.
  4. All additional deductions will be charged automatically at the start of each month. 
  5. If the Renter fails to make payment, the Renter will receive a reminder to pay the due amount within 14 days. If the amount is not fulfilled within an additional 10 days, Lug & Carrie will retrieve its assets. All additional costs incurred will be charged to the Renter.

4. Accessories

  1. The e-bike can be specified with a selection of accessories, the Renter may choose on the final accessories selection upon delivery. 
  2. Accessories can be rented or purchased at the full retail amount at anytime. 
  3. Single or multiple accessories can be exchanged for $60, Renters must an appointment and make the bike available at that time within the operation zone.
  4. After two years of payment for an accessory, the accessory rental payment will cease, the customer can keep or return the accessory after this period.undefined.

5. Keys

  1. Due to the risk of theft, the Renter is forbidden from making copies of the keys. 
  2. If the Renter loses a key they must inform Lug & Carrie, the renter will be charged $180 for replacements locks, keys and installation.

6. Servicing 

  1. Servicing and spare parts are included in the price of the subscription. 
  2. The Renter is required to make the e-bike available within 14 days of making an initial Service Event request. 
  3. The Renter must inform Lug & Carrie of a damage or faults of the e-bike. 
  4. Lug & Carrie reserves the right to check the condition of the e-bike. Customer shall cooperate with any necessary servicing or maintenance.
  5. Lug & Carrie will gather the e-bike for repair or Servicing Events within the operation area free of charge.  
  6. If the Renter unjustly requests Servicing Event or fails to produce the e-bike at the agreed time and place, Lug & Carrie reserves the right to charge $60 in call-out charges.

7. Termination

  1. The renter must give 30 days notice to terminate the subscription. 
  2. The Renter must return the e-bike, batteries, accessories and keys within that notice period.
  3. If the Renter hands in the e-bike before the End Date, this will end all rights of the Renter under the Subscription. The Renter is obligated to pay the full Subscription costs until the End Date.
  4. Prior to returning the e-bike to Lug & Carrie, the Renter may reverse the cancellation at anytime. 
  5. If the Renter fails to return the e-bike within the notice period, they will be charged the original subscription fee. 

8. Failure to Return, Damage and Theft

  1. The Renter must report damage to the e-bike caused by vandalism within 24 hours.
  2. The Renter is required to cover damage up to the cost of $500, damaging exceeding this value will be covered by an excess to the same amount of $500. 
  3. In the event of Theft the renter is required to cover the $500 excess to replace the bike. The theft must be reported to Lug & Carrie within 24 hours. The renter is required to produce a police report and the original keys to Lug & Carrie. 
  4. The renter will be charged $3500, if they do not report the theft in good time, produce a police report or return the original keys. 
  5. In order to prevent incidents such as loss, theft and damage, the e-bike must always be double locked with the provided frame lock and chain extension.
  6. If parts of the e-bike are missing or stolen, Lug & Carrie reserves the right to charge the retail value to the Renter, to the maximum amount of the $3500. 
  7. Damage and/or wear and tear that is the result of normal use will not be charged by Lug & Carrie.  
  8. In case of damage caused by a third party, repairs and replacement costs will be billed to the Renter. It will be the responsibility of the Renter to recover these costs through their private insurance.

9. Liability

  1. Lug & Carrie guarantee that the e-bike is delivered in full working order and has been assembled by qualified mechanics following a set checklist.  
  2. Upon delivery or handover of the e-bike, the Renter will receive instructions on how to safely operate, charge, lock and maintain the vehicle. 
  3. Lug & Carrie is not liable for any damage suffered by the Renter as a result of using the e-bike, unless there is intentional or gross negligence on Lug & Carrie’s part.

10. Amendments

  1. Changes to the Terms and Conditions will be made known at least 30 days before becoming applicable.
  2. Lug & Carrie reserves its right to transfer its claims on the Renter to a third party at all times.

11. Cancelation

  1. Lug & Carrie reserves the right to terminate the Subscription with immediate effect without reason.

Lug & Carrie is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses and phone numbers.

This Personal Information is obtained in many ways including interviews, correspondence, by telephone, by email, via our website, from the e-bikes sensors, distance traveled, GPS location, speed, travel routes, from your website, from media and publications, from other publicly available sources, from cookies- delete all that aren’t applicable and from third parties. We don’t guarantee website links or policy of authorised third parties.

We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.

When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Sensitive information will be used by us only:

  • For the primary purpose for which it was obtained
  • For a secondary purpose that is directly related to the primary purpose
  • With your consent; or where required or authorised by law.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party. Disclosure of Personal Information:

Your Personal Information may be disclosed in a number of circumstances including the following:

  • Third parties where you consent to the use or disclosure; and
  • Where required or authorised by law.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

Access to your Personal Information

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Lug & Carrie will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is important to us that your Personal Information is up to date. We  will  take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Policy Updates

This Policy may change from time to time and is available on our website.

Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy please contact us at: ###