Have you noticed an issue with your bike? Or received a notification that maintenance is due?

Torks offers two simple options to maintain or repair your e-bike:

1. Free repair and maintenance at a service point

Steps:

1. Contact us to report the issue and describe the symptoms.
2. Remove your personal accessories (phone mount, helmet, basket, etc.).
3. Drop off and lock the bike at one of our collection points listed on torks.ch/start.
4. Wait: a replacement bike may be provided depending on availability, or the repair will be completed within 72 hours.
5. Collect your repaired bike or a replacement.

2. Home service

If you are within our home service area (see torks.ch/start), a technician will come to you free of charge at your home or workplace.

Steps:

1. Contact us with a description of the problem.
2. Park the bike in an accessible public area, locked to a fixed point (not inside a flat, garage, or private courtyard).
3. Remove any accessories not attached to the bike.
4. Leave the bike in place until the intervention. Do not use it in the meantime.
5. Receive a notification by email or via the app once the repair is complete (usually within 3 working days). If the repair is not possible, a bike exchange will be arranged — you do not need to be present.

Possible charges

Repairs and maintenance are included in your subscription. Additional charges may apply in cases of misuse (e.g. overloading the rear rack).

If the bike is not accessible at the time of the intervention, a no-show fee may be charged.

Annual maintenance

A maintenance service is scheduled annually or once you have ridden 1,000 kilometres. You will receive a notification reminding you to submit a service request on the Torks platform. You can choose to bring the bike to a service point or have a technician come to you.