General Terms and Conditions for Bike Rental

For e-bike excursions or via ferratas on Mondays, Tuesdays, in the afternoon or at any other time not listed in the calendar, the customer must contact Pic Negre in advance at info@picnegre.com. These requests will be subject to guide availability, equipment availability, weather conditions and the operational requirements of the activity.

3.6. Changes to route, schedule or activity

Pic Negre may adapt, modify or replace a route, activity, schedule or meeting point for safety reasons, weather conditions, terrain conditions, group level, guide availability, equipment availability or other justified operational reasons.

In the case of guided excursions, any change requested by the customer regarding the initially planned route must be coordinated with the guide or with the Pic Negre team and will always be subject to availability, technical feasibility, group safety and service organisation.

3.7. Operational confirmation of the booking

The booking will be linked to the product, service, store, date, time, departure point, duration and type selected during the booking process.

In the case of rentals, the customer must go to the store indicated in the booking and within the established time slot for collecting the equipment.

In the case of guided activities, the customer must arrive at the indicated meeting point and respect the briefing time or activity start time communicated by Pic Negre. Lack of punctuality may affect the provision of the service, especially in activities subject to departure times, guide availability, safety conditions or coordination with other participants.

The financial conditions, prices, payment methods, payment gateways and payment confirmation are specifically regulated in section 4 of these General Terms and Conditions.

3.8. Availability and equivalences in bike and equipment rental

The booking guarantees the provision of the rental service on the contracted dates, always subject to the correct availability of the reserved equipment, the selected store, the indicated size and the operational conditions of the service.

In the exceptional event of the temporary unavailability of a specific model, Pic Negre may provide the customer with a bike, equipment or accessory of an equivalent or higher category, according to the size, type and availability existing at the time of delivery.

The booking of a bike type does not necessarily guarantee a specific model, unless expressly indicated. The model provided will be assigned according to size, availability and the category booked.

If it is not possible to provide the contracted service or offer an equivalent or higher alternative, the modification, cancellation or refund conditions set out in these General Terms and Conditions shall apply.

3.9. On-demand services and special bookings

Certain activities, such as the Tor Excursion, personalised excursions, on-demand medium-high level via ferratas or other special services, may require a prior request, web form, manual availability validation and/or specific payment management.

These activities will not be confirmed until Pic Negre has validated the availability of the service, equipment and guide, and the customer has completed the payment process indicated for the booking.

For any special request, activity outside the calendar, private group, schedule change or service not published as a direct online booking, the customer must contact info@picnegre.com.

4. 4. Prices and Payment

4.1. Publication of prices

The prices of Pic Negre’s summer services are public and will be detailed on the website, in the corresponding rates section, during the online booking process and/or visible in the physical stores where the service is provided.

Prices may vary depending on the type of product or service booked, the bike type, rental duration, equipment category, guided activity, number of participants, selected complementary services and any other specific condition indicated during the booking process.

4.2. Services subject to published price or prior confirmation

Bike rental services, via ferrata equipment rental, guided e-bike excursions and guided via ferratas may be booked online when available on the Pic Negre website.

Certain special activities or on-demand services, such as personalised excursions, the Tor Excursion, via ferratas outside the published calendar, private activities, schedule changes or group services, may require a prior request and manual availability confirmation by Pic Negre before payment is formalised.

In these cases, the final price will be communicated to the customer before the final confirmation of the booking.

4.3. Payment for online bookings

Payment for online bookings shall be made at the time of booking using the payment methods enabled on the Pic Negre website.

The booking shall not be considered confirmed until the payment process has been successfully completed and Pic Negre has issued the corresponding confirmation.

Transactions carried out through the website will be managed through a secure payment gateway. For transactions linked to Andorra, the MoraBanc gateway will be used and, for transactions linked to Spain, the Santander gateway will be used, as applicable according to the company, store, service or country of booking.

When payment is made by bank card or another electronic payment system, the transaction will be managed through the corresponding secure payment gateway, external to Pic Negre.

4.4. Payment in store

Bookings or services arranged directly in store must be paid for using the payment methods accepted by Pic Negre at each establishment.

The service shall not be considered definitively booked until payment has been made and the booking, rental or activity has been registered by the Pic Negre team.

4.5. Paylinks and payments for on-demand services

For certain on-demand services or special bookings, Pic Negre may manage payment through a payment link —paylink— sent to the customer once service availability has been confirmed.

This system may be used, among other cases, for on-demand e-bike excursions, the Tor Excursion, via ferratas outside the calendar, personalised activities or special bookings that cannot be completed directly through the standard online booking process.

The booking will not be confirmed until the customer has completed the payment indicated in the paylink and Pic Negre has validated the transaction.

4.6. Bank charges, fees or surcharges

Financial expenses, fees, exchange rate differences or surcharges arising from the use of cards, banks, currencies or payment methods issued outside the country shall be borne entirely by the customer, unless the applicable regulations provide otherwise.

Pic Negre shall not be responsible for any additional charges that may be applied by the customer’s bank, payment provider or card issuer.

4.7. Security of bank details

The customer’s bank details are managed through secure payment systems. Pic Negre does not store or directly manage full bank card details or sensitive financial information belonging to the customer.

The banking information entered during the payment process is transmitted through the encrypted systems of the corresponding payment gateway.

4.8. Booking confirmation

The booking shall be considered final once payment has been effectively collected and the corresponding confirmation has been issued by Pic Negre.

For online bookings, the customer will receive a confirmation email with the booking information and, where applicable, the voucher, receipt or documentation required to collect the equipment or attend the activity meeting point.

The customer must review the details included in the booking confirmation and notify Pic Negre of any errors as soon as possible. Changes will be subject to availability and to the conditions applicable to each service.

4.9. Differences between online price and in-store price

Online prices may differ from in-store prices due to specific promotions, commercial campaigns or conditions applicable to each sales channel.

The valid price shall be the one displayed and accepted by the customer at the time of formalising the booking or service contract, whether online, in store or through a specific payment procedure validated by Pic Negre.

4.10. Services not included unless expressly stated

The price of each service shall include only the items expressly indicated in the description of the product, activity or rental booked.

Services such as optional insurance, transport, snacks, additional equipment, ski passes, extra services, schedule extensions, activity changes, complementary accessories or any other service not expressly indicated as included in the booking shall not be considered included.

Optional insurance, when available for the booked activity, must be selected and paid for additionally, unless expressly stated otherwise.

5. 5. Rental Duration, Collection, Use and Return of Equipment

5.1. Rental duration

The rental begins upon the effective collection of the equipment at the Pic Negre store indicated in the booking and ends on the equipment return date, within the schedule established for the contracted service.

The rental duration shall be the one selected by the customer during the booking or contracting process. Any extension, renewal or modification of the initially contracted duration must be previously validated by Pic Negre and shall be subject to availability and payment of the corresponding additional amounts.

5.2. Collection of rented equipment

The customer must collect the rented equipment at the Pic Negre store indicated in the booking, within the date and time selected during the contracting process.

Collection may be carried out from the opening of the store on the rental start date, always within the operating hours of the corresponding establishment.

When operationally possible, the customer may collect the equipment the day before the start of the rental from 17:00 h. This option is always subject to equipment availability, prior preparation, store operations and confirmation by Pic Negre.

For collection, the customer must present the booking confirmation, voucher, receipt or equivalent document sent by Pic Negre, as well as a valid identification document if requested by the store team.

The collection of equipment shall be subject to the opening hours of the corresponding store and to the operational availability of the service. The customer is responsible for arriving with sufficient time to complete the equipment handover, necessary adjustments, checks and usage explanations.

5.3. Guarantee at the time of collection

Pic Negre may request a credit or debit card, a valid identity document or any other reasonable guarantee method from the customer at the time of equipment collection.

This guarantee may be used as security in the event of non-return, delay, loss, theft, damage, breakage, outstanding charges, unpaid extensions or any other incident related to the rented equipment, always in accordance with these General Terms and Conditions and the applicable regulations.

5.4. Allocation of bikes, sizes and models

The booking of a bike type guarantees the provision of the service within the contracted category, but not necessarily a specific model, unless expressly stated otherwise.

Pic Negre will assign the bike according to the type booked, the size indicated by the customer, actual in-store availability and the team’s technical criteria. In the event of the temporary unavailability of a specific model, Pic Negre may provide a bike of an equivalent or higher category.

The customer must provide accurate information regarding height, age, weight if requested, level and any other information necessary to correctly adjust the bike or the contracted equipment.

5.5. Equipment included in bike rental

The helmet is included in all bike rental types.

In the case of road bikes and e-bikes, the rental also includes a tool kit, unless expressly stated otherwise or due to a specific operational limitation.

Other accessories, protective gear, GPS devices, road cycling shoes, complementary equipment, transport, insurance or other additional services will only be included when expressly indicated in the description of the contracted product or when they have been added and paid for by the customer during the booking process.

5.6. Equipment inspection at the time of handover

Before starting to use the equipment, the customer must check the general condition of the bike, accessories, protective gear or equipment provided and immediately inform the Pic Negre team of any incident, visible defect, necessary adjustment or detected anomaly.

Acceptance and collection of the equipment by the customer implies that it is received in proper working condition, except for incidents reported at the time of handover and recorded by the Pic Negre team.

Pic Negre may carry out the basic adjustments necessary to adapt the equipment to the customer, such as saddle height, brake checks, general adjustment or explanation of use, always within the technical and operational possibilities of the service.

5.7. Proper use of the equipment

The customer undertakes to use the rented equipment responsibly, prudently and in accordance with its intended purpose, respecting traffic rules, mountain rules, instructions from the Pic Negre team, route signage, Bike Park instructions where applicable and any applicable regulations.

The equipment may not be used negligently, recklessly, in competitions, unauthorised events, terrain not suitable for the contracted modality or in conditions that may put the customer, third parties or the equipment itself at risk.

The customer shall be responsible for the equipment from the moment of handover until its effective return to the store or agreed point.

5.8. Use of bikes in Bike Park and specific terrain

Downhill bikes —DH— are specifically intended for use in Bike Parks and on technical downhill terrain. The customer must respect at all times the Bike Park rules, trail levels, signage, instructions from resort staff and opening conditions.

For the 2026 season, the planned Bike Park Arinsal calendar is as follows:

The opening of the Bike Park is always subject to weather conditions, resort operations, sporting events, maintenance, safety and any other circumstance beyond Pic Negre’s control.

If a customer books a DH bike outside the Bike Park opening days or hours, Pic Negre shall not be responsible for the impossibility of using the bike in that Bike Park, nor will changes, cancellations, returns or refunds be accepted for this reason.

The customer is responsible for checking the Bike Park opening calendar and hours in advance before booking the rental of a DH bike. Booking the rental does not guarantee the opening of the Bike Park or access to its lifts, trails, services or facilities.

The use of a bike in the Bike Park does not imply that the lift pass, Bike Park insurance, lessons, lifts, transport or other resort services are included in the rental, unless expressly stated in the booking.

The customer must choose routes and trails suitable for their technical level, physical condition and experience.

5.9. Guided activities and included equipment

In guided e-bike excursions, the service includes the e-bike, helmet and guide, unless a modality is booked that expressly states that the bike/guide is not included.

In guided via ferratas, the service includes the necessary technical equipment indicated by Pic Negre for the activity, such as helmet, harness, via ferrata kit, energy absorber, gloves and professional guide, according to the description of the contracted product, except in the case of the sole and express rental of equipment.

The customer must attend with the clothing, footwear, water and personal equipment recommended for each activity. Pic Negre may refuse participation if the customer does not meet the minimum safety, equipment, age, height, physical level or technical level requirements for the contracted activity.

5.10. Via ferrata equipment without guide

When the customer rents only via ferrata equipment without a guide, they shall be responsible for its proper use, for knowing the technique required for the activity, for choosing a route suitable for their level and for assessing the weather, physical and safety conditions before starting the activity.

Pic Negre provides the equipment on a rental basis, but the rental of equipment without a guide does not include accompaniment, supervision, technical training, rescue, transport or personalised route assessment, unless expressly stated otherwise.

The customer must return the complete equipment, in good condition and within the agreed schedule.

5.11. Return of equipment

The equipment must be returned to the same store where it was collected, unless Pic Negre has expressly authorised another return point.

The return must be made on the date and within the time established in the booking, and the equipment must be returned complete and in the same condition in which it was delivered, except for normal wear and tear resulting from proper and responsible use.

Returning the equipment outside the agreed time, date or location may generate additional charges, penalties or management costs, provided they correspond to the delay, unauthorised extension of the service or damage caused.

Pic Negre will inspect the equipment at the time of return or later if a more detailed technical inspection is required.

5.12. Delays in return

Failure to return the equipment on the agreed date may generate additional charges equivalent to extra rental days, calculated according to the number of days delayed and the type of equipment rented.

In the event of a delayed return, Pic Negre may claim from the customer the amounts corresponding to the unauthorised extension of the rental, as well as any operational damage caused by the lack of equipment availability for other bookings.

5.13. Loss, theft, damage or breakage

The bikes are delivered in perfect condition and duly checked. From the moment of handover and throughout the entire rental period, the customer assumes custody and responsibility for the equipment, including the obligation to take the necessary measures for its proper security, conservation and maintenance.

In the event of theft, misappropriation, loss, damage, breakage or deterioration of the rented equipment during the rental period, the customer shall be responsible for the resulting costs when the incident is not covered by insurance, a guarantee or specific coverage contracted and applicable to the specific case.

In the event of theft, misappropriation or total loss of a bike, the customer shall be responsible for the full value of the bike according to the rental modality and in accordance with the following table:

In the event of damage, breakage or partial deterioration, Pic Negre may claim from the customer the cost of repair, replacement of parts, labour, replacement of equipment or any other associated cost, in accordance with the current rates, the value of the equipment and the corresponding technical assessment.

Normal wear and tear resulting from proper and responsible use of the equipment shall not be attributable to the customer.

The customer must notify Pic Negre of any theft, loss, damage, breakage or incident as soon as possible. In the event of theft or misappropriation, Pic Negre may request the corresponding report filed with the competent authorities.

When the incident requires repair, replacement of parts or workshop intervention, the current Pic Negre workshop rates will apply, as published on the website and/or visible in store. As a reference for the 2026 summer season, the applicable workshop rates are as follows:

General labour will be calculated according to the time spent:

In the event of parts replacement, the customer must pay the price of the corresponding part, in addition to labour costs where applicable. The prices for parts and spare components are as follows:

The tubeless wheel setup service includes valve, tubeless tape and sealant. Labour will be charged according to the time spent. In the event of a part replacement, the charge will be based on the established price published on the Pic Negre website and in the current price list.

5.14. Optional insurance and customer responsibility

5.14. Optional MULTISEGUR insurance — Andorra

The optional MULTISEGUR insurance is not included by default in rentals or activities, unless expressly stated otherwise. When available for the booked service, the customer may purchase it during the online booking process or directly in store.

This insurance costs €5 per person per day and is intended for adventure activities carried out in Andorra, such as road bike excursions, guided e-bike excursions and via ferratas.

This insurance does not cover other rental modalities or adventure activities, only those mentioned here.​

The insurance includes civil liability coverage and medical coverage with an excess, in accordance with the terms of the applicable policy. As a reference, the coverages indicated for the season are:

The insurance is activated at the start of the activity. For its activation, Pic Negre may request and provide the insurance company with the necessary details of the participants, including first name, surname, passport or identity document and date of birth.

MULTISEGUR insurance applies only within the territorial scope covered by the policy. It does not cover activities carried out in Spain or situations occurring once the border outside Andorra has been crossed.

Taking out the insurance does not exempt the customer from using the equipment responsibly, following the instructions of Pic Negre or the guide, respecting safety rules and acting prudently during the activity.

The specific coverages will always be subject to the limits, exclusions, excesses, conditions and activation procedure established by the current policy.

Medical, healthcare or emergency assistance will be provided by the medical, healthcare or emergency services applicable in each case. Pic Negre does not replace these services nor assume the direct provision of medical assistance, medical transport or hospital management, without prejudice to the collaboration and assistance that the team may provide, especially in urgent situations or when it is necessary to speed up an intervention.

If the customer goes to a hospital, medical centre, healthcare centre or emergency service, any invoice, cost, fee or amount arising from such care must be paid directly by the customer when required by the corresponding centre. Pic Negre does not advance, assume or guarantee direct payment of such amounts.

In order to process the coverage or possible reimbursement with the insurance company, the customer must keep and provide the invoice, proof of payment, medical reports and any other documentation that may be required. The insurance company will be responsible for assessing, managing and, where applicable, paying the customer the covered amounts, always in accordance with the limits, excesses, exclusions and conditions of the current policy.

5.15. Incidents during equipment use

In the event of a breakdown, fall, accident, loss, theft, damage or any incident during the use of the equipment, the customer must inform Pic Negre as soon as possible and follow the instructions provided.

The customer must not handle, repair on their own or modify the rented equipment without Pic Negre’s authorisation, except for basic emergency or safety actions when strictly necessary.

6. 6. Cancellations, Changes and Refunds

6.1. Scope of application

This cancellation policy applies to summer services booked with Pic Negre, including bike rental, equipment rental, guided e-bike excursions, the Tor Excursion, guided via ferratas, via ferrata equipment rental and other complementary services booked through the website, in store or through channels authorised by Pic Negre.

When a product, activity or service has specific cancellation conditions, these will be indicated during the booking process or in the specific information for the contracted service.

6.2. Cancellation by the customer

The customer may cancel their booking up to 48 hours before the start of the rental or activity and will receive a full refund of the amount paid using the same payment method used for the booking.

Cancellations made between 48 and 24 hours before the start of the rental or activity will only be entitled to a 50% refund, which will be made using the same payment method.

Bookings cancelled within 24 hours before the start of the rental or activity will not be entitled to a refund.

6.3. Cancellation procedure

The customer may request the cancellation of their booking through the channels enabled by Pic Negre.

If the cancellation is made through the website, it will be necessary to subsequently send an email to info@picnegre.com stating that the booking has been cancelled and including the corresponding order number.

Cancellation of the order through the website does not imply the immediate refund of the amount paid. The refund will be managed by Pic Negre once the corresponding request has been received and reviewed.

6.4. Booking changes requested by the customer

Any change to the date, time, store, modality, size, activity, number of participants or contracted service must be requested from Pic Negre as far in advance as possible.

Changes will always be subject to equipment availability, guide availability, available places, activity calendar, weather conditions, store operations and service feasibility.

Pic Negre does not guarantee that a change requested by the customer can be accepted. If the change is not possible, the corresponding cancellation policy will apply according to the time at which the request is made.

For guided activities with a weekly calendar, the booking is linked to the activity scheduled for the selected day. Any change of route or activity must be coordinated with Pic Negre or with the guide and will be subject to availability, safety, group level and operational conditions.

6.5. Cancellations or changes by Pic Negre

Pic Negre may cancel, modify, adapt or postpone a rental, excursion, via ferrata or activity for safety reasons, adverse weather conditions, terrain conditions, facility closures, unexpected equipment unavailability, guide unavailability, force majeure or any other justified operational reason.

In these cases, Pic Negre may offer the customer an equivalent alternative, a change of date or, when it is not possible to provide the contracted service, the applicable refund according to the specific situation.

6.6. Force majeure

In duly justified cases of force majeure, Pic Negre may assess the application of a full or proportional refund, or alternatively a change of date or service, depending on the case.

Cases of force majeure may include, among others: accident or serious injury, acute illness with prescribed rest, death of an immediate family member, proven mechanical breakdown preventing travel, cancellation of public transport, official road closures, adverse weather events, official restrictions or any other extraordinary, unforeseeable and unavoidable cause duly proven.

The existence of a force majeure event must be communicated by the customer as soon as possible and may require supporting documentation.

Under no circumstances shall force majeure entitle the customer to reimbursement of expenses unrelated to the service booked with Pic Negre, such as lift passes, lessons, accommodation, transport, meals, insurance, third-party activities or other external services.

6.7. Refunds

Once the cancellation has been approved, the refund will be processed using the same payment method used by the customer for the booking, unless technical or operational reasons make it necessary to use another procedure authorised by Pic Negre.

Refunds will be managed as soon as possible once the request has been received and validated. The estimated refund period will be 3 to 4 working days, although the actual credit may vary depending on the bank, payment gateway, card used or corresponding financial operation.

Pic Negre shall not be responsible for delays attributable to banks, payment providers, card issuers or external processing systems.

6.8. Customer no-show

If the customer does not appear at the store, departure point or meeting point on the date and time indicated in the booking, the service will be considered unused for reasons attributable to the customer.

In these cases, the booking will not entitle the customer to a refund, free change or compensation, unless Pic Negre expressly accepts another solution for duly justified exceptional reasons.

6.9. Non-refundable services for reasons beyond Pic Negre’s control

No changes, cancellations, returns or refunds will be accepted when the customer is unable to enjoy the service for reasons beyond Pic Negre’s control, such as errors in the selected date, lack of punctuality, absence of required documentation, failure to meet age, height, physical or technical level requirements, choosing an activity unsuitable for the customer’s level, lack of knowledge of the published calendar or inability to use external services not included in the booking.

In particular, if the customer books a DH bike outside the Bike Park opening days or hours, Pic Negre shall not be responsible for the impossibility of using it in the Bike Park, nor will changes, cancellations, returns or refunds be accepted for this reason.

7. 7. Customer Responsibility

7.1. General responsibility

The customer is responsible for the rented equipment from the moment of its effective collection in store until its complete return to the establishment or point authorised by Pic Negre.

During this period, the customer must properly safeguard the equipment, use it responsibly and avoid any action that may cause damage, loss, theft, deterioration, misuse or risk to themselves, to third parties or to the equipment itself.

The financial consequences arising from loss, theft, damage, breakage or deterioration of the equipment are specifically regulated in section 5.13 of these General Terms and Conditions.

7.2. Proper use and compliance with instructions

The customer undertakes to use the rented equipment, bikes, accessories, protective gear and gear in accordance with their intended purpose, technical level, contracted modality and instructions provided by Pic Negre.

Likewise, the customer must respect traffic rules, mountain rules, route signage, Bike Park instructions, guide instructions, rules

8.⁠ Limitation of Liability

8.1. Pic Negre shall not be responsible for damage or accidents arising from the use of the equipment, except for defects attributable to the equipment itself

8.2The customer assumes the risk of using the equipment and declares that they have the necessary experience or knowledge for its use.

9.⁠ Personal Data Protection

9.1. The data collected will be used to manage your booking and, unless expressly refused, for commercial purposes.

9.2. In compliance with the regulations, the customer may exercise their rights of access, rectification and objection by writing to info@picnegre.com.

9.3. Data processing is carried out in accordance with the regulations in force in the Principality of Andorra.

9.4. The full personal data processing conditions and Pic Negre’s privacy policy are published on the website

10.Pic Negre S.A.

Pic Negre shall not be held responsible for any inaccuracies, errors or omissions contained on this website. Pic Negre reserves the right to modify the data at any time, specifically by updating the website. Pic Negre shall not be held liable for any direct or indirect damage resulting from information contained on the website. The user undertakes not to use this website to provide information that may give rise to civil or criminal liability, and also undertakes not to disseminate through this website any illegal, defamatory information or information contrary to public order.

11. Acceptance of the General Terms and Conditions

By completing the booking process and clicking the Accept button, or by signing the collection document in store, the customer expressly and unequivocally declares that they have read, understood and accepted these General Rental Terms and Conditions in full.