When you sign up, Swapfiets makes everything easy and convenient — they deliver the bike to your door quickly.

However, the experience is completely different when you try to cancel.
The app clearly shows that you must return the bike using their available timeslots. These slots were only available several weeks before my official contract end date (10 July 2026). There is no option or mention in the app that you can simply hand the bike in at any time until the end of the contract.

When I returned the bike at the earliest available slot, customer service later claimed (in a rather rude and condescending tone) that I could have handed it in “anytime”. This directly contradicts what the app actually shows during the cancellation process.

Even more frustrating: they insist the contract is still running until the official end date and that I must pay the full remaining balance. However, when I pointed out that the service should therefore still be provided, they refused to bring the bike back. So I’m apparently paying for a service I cannot use, while they refuse to reinstate it.

The customer service (especially from representatives like Oli and Ellie) felt dismissive, defensive, and unhelpful, with threats of debt collection if I cancelled the direct debit. Not the “worry-free” experience they advertise.

If you value flexibility and fair terms when cancelling, look elsewhere. The subscription works great until you actually want to stop