CONTACT US
If you still have questions or need further assistance, please don’t hesitate to contact us through the form below, or reach out via our support WhatsApp account. We’re here to help you!
Contact Us
Find our contact details and get in touch with our team for any assistance or inquiries.
Address
Tamarindo 1 Local 19, 35660 Corralejo, Fuerteventura
Phone
+34 689-549-508
Frequently Asked Questions
Answers to common queries about our services and how we can assist you.
What is FlexCare?
FLEXcare is Flex Up’s optional value protection plan. It reduces the value compensation applied when equipment is returned with repair history — Optimum covers 75%, Premium covers 100%.
In cases of severe damage (franchise threshold), FLEXcare also modifies the franchise percentage.
FLEXcare does not cover repair costs (always the subscriber’s responsibility) or overuse compensation.
For intensive riders, we recommend regular Switches as the most effective way to avoid overuse assessments.
How do I terminate my subscription?
Every subscription starts with a 6-month minimum term. From month 6, you can end it at any time. Each item is a separate contract, so you can end one and keep the others.
How it works:
1. Send us a written notice at hello@flexupworld.com.
2. Return your gear with all its accessories. Return shipping is at your cost.
3. We assess your gear when it arrives. Your contract ends once the gear has been received and assessed.
Termination fee (when you return your gear without a switch, renewal or buy-out):
– Months 6–12: €159
– Months 12–18: €129
– Months 18–24: €99
The fee that applies is the one in the Rates in force when your contract started.
Normal wear is never charged. If the assessment finds damage beyond normal wear, you receive a detailed condition report based on the Wear and Tear Assessment Scale. Nothing is debited until at least 14 days after the report, and you can contest it before then. If FlexCare is active on that item, the value compensation is reduced according to your plan.
Not sure you want to stop? From month 6 you can also switch to other gear, buy out the gear you ride, or keep riding month to month. From month 13, your monthly fee drops by €10/month.
Can I exchange products during my subscription?
From month 6, you can switch any item for another model or size, subject to availability. Fees per item:
– Standard switch: €79
– Damaged-gear switch (significant damage): €49
– New-series swap, when we offer it: €0
Lost or stolen gear cannot be switched: in that case, the buy-out option applies.
Every switch starts a new contract with a fresh 6-month minimum. We handle the logistics; shipping costs are on you.
While you hold both items, both monthly fees are due, so return your previous gear promptly. At our physical service points, the exchange is product-for-product, with no overlap. If we ship your new gear first and a significant overlap happens despite your prompt return, you can ask us to refund the last monthly payment of the closed contract.
Do you ask for a deposit?
Yes, we do ask for a deposit. The deposit amount varies based on the subscription category and is cumulative per item. To secure the deposit and provide our customers with peace of mind, we use Swikly, a trusted intermediary platform. This ensures that the deposit process is seamless and doesn’t impact your card limits, offering a secure and hassle-free way to manage deposits.
What about damages?
In case of damage, you have two options:
– Repair the equipment yourself before returning it
– Return it as-is and we will handle the repair (billed separately).
In both cases, the repair cost is your responsibility.
Separately, Flex Up assesses the value compensation — the market value gap between your equipment in normal condition and its value as a repaired item, at the same point in time.
If you have a FLEXcare plan, this amount is reduced accordingly (Optimum: 75% covered, Premium: 100% covered).
If damage is severe (XXL level), a franchise applies instead.
FLEXcare also modifies the franchise percentage you pay.
