Beryl レビュー 

Beryl からの回答

2026年8月5日

Good Morning Sam,

Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.

When a bike fails to unlock, any payment taken is not a ride charge. You may see a £1 pre-authorisation card check on your account. This is a temporary verification to confirm your card is valid and is automatically refunded/cancelled once the check is complete.

We complete a pre-authorisation card check when you:

Add or change a card/payment method.
Start a journey, including attempts that later fail to hire or unlock.

The pending charge is usually cancelled within 7 business days, depending on how quickly your bank processes it. In your bank account, this will appear as "BERYL CARD AUTH".

I can also see that my colleague has provided you with some free minutes following your previous contact with our team.

We’re sorry to hear your comments regarding the condition of the bikes. We regularly monitor and maintain our fleet, and reports about vehicle condition are important in helping us identify and resolve issues. If you encounter a bike that is damaged or not suitable to ride, please report it through the app or contact our support team so we can investigate.

We’ll strive to do better.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Beryl からの回答

2026年8月3日

Good Afternoon Greg,

Please accept our sincere apologies for the inconvenience this has caused you.

We understand how frustrating it is when you're unable to find an available vehicle or encounter issues when trying to hire one. We continuously monitor vehicle availability and work with our dedicated on-street teams to inspect, maintain, and redistribute bikes and e-Scooters across our operating areas.

We appreciate your feedback and will ensure it is shared with the relevant team as we continue to improve the reliability and availability of our service.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Beryl からの回答

2026年8月3日

Good Afternoon Ben,

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.

We've reviewed your journey, the information you provided, and the findings from our dedicated on-street team.

Following an inspection, no fault was found with the bike, and no other users reported experiencing the issue you described. We also noted that the bike was left less than a minute's walk from the address registered to your account.

The decision not to remove the charge is based on a combination of factors: our on-street team found no fault with the bike, no subsequent users reported the issue, and the bike was left so close to your registered address. For these reasons, the out-of-bay charge was applied correctly and will not be removed.

If you experience a mechanical issue during a future journey, please contact our Support team before leaving the bike so we can investigate and advise on the next steps.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Beryl からの回答

2026年7月30日

We're very sorry to read about your experience and the serious allegations you've raised.

The behaviour you've described falls far below the standards we expect from anyone representing Beryl. We take reports of abusive, threatening or discriminatory behaviour extremely seriously, and we are actively investigating the incident as a priority.

We're also sorry that you feel unsupported following your initial contact with us. Providing a professional and supportive service is something we strive for, and we appreciate you bringing your concerns to our attention.

Our team will continue to investigate the matter thoroughly, and we'll respond to you directly as soon as our investigation is complete.

Kind regards,

Beryl

Beryl からの回答

2026年7月29日

Good Afternoon Alice,

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. Please accept our sincere apologies for the inconvenience this has caused you.

We're sorry to hear you experienced difficulties ending your journey.

As outlined in our Terms of Service, we ask riders to provide supporting documentation when submitting a refund request relating to a locking or app issue. This allows us to investigate what happened and determine whether a refund is appropriate.

Please see Section 13.9 of our Terms of Service for further information: https://beryl.cc/terms.

If you'd like us to review your experience again, please contact our Customer Support team via support@beryl.cc with the email address linked to your account and any supporting evidence you have, and we'll be happy to investigate further.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Beryl からの回答

2026年7月29日

Each rider is required to have their own verified Beryl account before they can hire a vehicle. This verification process is in place to help keep our riders and other road users safe. For this reason, multiple people should never travel on a single e-Scooter.

We'd like the opportunity to review what happened, so please contact our Customer Support team via support@beryl.cc with the email address linked to your account and we'll be happy to investigate further.

Beryl からの回答

2026年7月16日 に更新

Good Morning Ben,

Thank you for your feedback. Any feedback good or bad is always appreciated and helps us to develop & improve as a business.

The £10 charge is not intended to penalise riders, but to help ensure our bikes are left secure and available for the next user. As outlined in our Terms of Service, if you experience an issue that prevents you from locking a bike, we ask that you provide a clear video showing the lock mechanism and your attempt to secure it. If the video demonstrates a genuine locking issue, our Customer Support team will manually end your journey without applying the unlocked bike charge.

If video evidence isn't provided, we will end the journey and apply the £10 unlocked bike fee in line with our standard policy. Our on-street team will then inspect the bike within 48 hours. If they confirm a genuine locking fault, the charge will be refunded automatically. If the lock is found to be working correctly, the charge will remain. Where an inspection cannot be completed within 48 hours, any associated charges may be refunded at Beryl's discretion.

This process helps us distinguish genuine faults from situations where a bike has simply been left unlocked, protecting the security of our fleet and ensuring bikes remain available for everyone.

You can find full details in Section 13.6 of our Terms of Service: https://beryl.cc/terms.

We appreciate your feedback and will ensure your comments are shared with the relevant team as we continue to review and improve our service.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Beryl からの回答

2026年7月13日

Good Morning Al,

We're sorry to hear about your experience and would like to understand what went wrong. Your input helps us improve. Please reach out to us at support@beryl.cc so we can address your concerns and make things right.

We make vehicles unavailable for hire when they need servicing or inspection due to customer and staff reports. This also applies to vehicles out of battery.

If the vehicle is not visible in the app, it means it is unavailable for hire.

Please check the app for all the available vehicles you are able to use. When you click on the Bay in the app, you will be able to see the vehicle number.

We value your opinion and hope to provide a better experience.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Beryl からの回答

2026年7月8日

Good Afternoon Hannah,

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.

We understand how disappointing it is when a bike doesn't work as expected or you experience issues during a journey. Our team works hard to keep the fleet maintained, and any faults reported are investigated as quickly as possible.

Regarding the £10 out of bay charge you mentioned, this was refunded after you re-hired the bike and returned it to a bay. We explained this during our live chat conversation, and the refund has since been processed.

We appreciate your feedback about bike availability, parking bays and pricing, and we'll make sure it's shared with the relevant teams as we continue to improve the service.

Please rest assured that we are committed to improving and providing a better experience for our customers.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl