Beryl Opiniões 

Resposta da Beryl

26/08/2026

Good Afternoon James,

Thanks for sharing your feedback. We understand how frustrating it is when a vehicle doesn’t work as expected and you then have to spend time contacting us to arrange a refund.

We’re pleased we were able to resolve the charge for you, although we appreciate the time spent contacting our team was frustrating. As a gesture of goodwill, please email support@beryl.cc and mark it for my attention, and I’ll be happy to add some free minutes to your account.

We also continually monitor reports of vehicle faults, with our on-street teams inspecting vehicles when issues are reported to help prevent them from affecting other users.

Thanks again for taking the time to provide your feedback.

We’ll strive to do better.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Resposta da Beryl

25/08/2026

Good Afternoon Oliver,

We’re sorry to hear about your experience, particularly given the safety concern you’ve described. A bike locking unexpectedly during a journey is something we take seriously and should be properly investigated.

Please email support@beryl.cc with “FAO Scott Campbell” in the subject line so I can personally review this for you, including your previous correspondence and the vehicle involved.

We’ll make sure this is looked into properly.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Resposta da Beryl

24/08/2026

Good Morning,

Thank you for taking the time to leave your feedback. I am truly sorry to hear that you had a negative experience with the quality of the bike and the service provided. We aim to offer reliable and enjoyable rides, and it is clear that we did not meet your expectations this time.

We take maintenance and safety seriously, and I assure you that we will inspect the bikes thoroughly to address any faults. Your feedback is invaluable in helping us identify areas for improvement, and we are committed to ensuring that our bikes are in top condition for all users.

If a vehicle is showing an incorrect battery level or has a maintenance issue, reporting it through the app helps our team identify and remove vehicles that need attention as quickly as possible.

Regardless of the circumstances, our customers should receive professional, respectful and helpful support. The experience you’ve described is not the standard we expect from our customer service team, and we’ll ensure your feedback is shared with the relevant team for review.

We’ll strive to do better.

Kind regards

Scott Campbell
Customer Operations & Risk Manager
Beryl

Resposta da Beryl

24/08/2026

Good Morning Ewan,

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 your concerns about the pricing and the changes to our minutes bundles.

We’re pleased to hear that you initially found Beryl to be an affordable and convenient alternative to taxis and public transport, and that the increase in the number of bays has made the service easier to use across the city.

Our goal is to provide a sustainable and convenient transportation alternative, while continuing to invest in the bikes, scooters, bays and wider service. We continually review our pricing structure and services to offer the best value, while also taking into account the operational costs involved in running and maintaining the scheme.

We appreciate your comments regarding the expiry period for purchased minutes. We understand that if you don’t use all your minutes within the current period, this can feel restrictive, particularly when compared with how the bundles worked previously.

We certainly don't want our customers to feel that they have no choice but to use Beryl. Your feedback around pricing, competition and the value you receive from the service is valuable, and we will make sure this is shared with the relevant teams as we continue to review our offering and work to make micro-mobility more accessible for everyone.

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

Resposta da Beryl

24/08/2026

Good Morning Richard,

Thank you for taking the time to leave your review.

We have received the Crime Reference Number you provided and, if Beryl is contacted by the police, we will fully cooperate with their enquiries and provide any information required to support their investigation. Your local police force will be able to provide you with updates regarding the reported theft.

Please note that it is the user’s responsibility to look after the vehicle while it is on hire. If you leave the bike or scooter unattended, it must be locked. You must either end the journey or pause the ride, and if pausing, you should not leave the vehicle until the app confirms that the journey has been paused.

As stated in our Terms of Service, the user remains liable for the unlocked vehicle fee if a vehicle is stolen while on hire.

We understand your frustration and appreciate your feedback regarding the support you received.

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl

Resposta da Beryl

6/08/2026

Good Morning Alex,

Thank you for taking the time to leave such detailed feedback. We appreciate you sharing your experience with us.

We're sorry to hear that your experience didn't meet your expectations. Your feedback has been shared with the relevant teams, as it helps us understand where improvements are needed.

Thank you again for taking the time to let us know your thoughts.

Resposta da Beryl

6/08/2026

Good Morning Adam,

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

The £1 authorisation charge is a temporary pre-authorisation used to verify your payment method before a ride begins. It isn't a fee and is automatically released by your bank, although the time it takes to disappear can vary depending on your bank's processing times.

We're sorry you've had problems unlocking and locking bikes, as well as finding one when you need it. We know how inconvenient that is, especially if you're trying to get somewhere on time. We've also passed your feedback about the condition of the bikes and the availability of pedal bikes on to the team so they can look into it.

If you've experienced any specific issues that you'd like us to investigate, please contact our dedicated Customer Support Team via the app or at support@beryl.cc with the details of your journey, and we'll be happy to look into them.

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

Resposta da Beryl

5/08/2026

Good Afternoon Helen,

We're sorry to hear you've had difficulty reaching our Customer Support Team.

Our phone lines are open from 8:00am to 8:00pm, Monday to Sunday. When you call, please select Option 1 to be connected to a Customer Support Executive. If you're still experiencing issues getting through, please contact our Customer Support Team via the live chat in the app.

Regarding the service area, our app provides a clear visual guide showing the permitted riding zone and where bikes are available before you begin a journey.

You can also find more information about the service and operating area in our FAQs:https://beeactive.tfgm.com/cycle-hire-faqs/

Kind regards,

Scott Campbell
Customer Operations & Risk Manager
Beryl