WARNING - They will make you regret ever renting from them.
I would steer far away from this company at all costs.
The rental contract is structured very much in Pluto’s favour. It is drafted to limit Pluto’s liability and maximise leverage over the renter.
Here are the key issues I found:
1. Deposit Handling – They take a £149 deposit but openly state it is not held in trust. That means they can use your money as their own funds and you’re relying entirely on them to give it back.
2. Termination Penalties – If you need to end your rental early, you are charged 100% of the remaining fees unless you’ve paid extra for their “flexible cancellation.” This is way beyond what’s fair and feels like a trap.
3. Excessive Theft Liability – If the bike is stolen and you don’t pay for extra cover, you owe £750. Even with theft cover, you still pay £390. This doesn’t reflect the real secondhand value of the bikes and feels like an inflated penalty.
4. Unilateral Power to Change Terms – They can change prices and conditions with just 14 days’ notice, while you remain locked into the agreement.
5. Broad Liability Waivers – The company tries to exclude almost all responsibility for problems, damages, or losses. Even if their negligence caused an issue, they try to push all liability onto the customer.
6. Aggressive Payment & Repossession Terms – If a payment fails, they can lock the bike remotely after just a few days, repossess it without a court order, and pass on debt collector/solicitor fees to you.
7. Maintenance Burden on Customer – You’re forced to attend servicing at their request, with added charges and penalties if you don’t comply. Even minor repairs under £25 are your responsibility.
⚠️ Overall: This is not a balanced or consumer-friendly agreement. It maximises Pluto’s protections and minimises yours.
Several parts of this agreement would likely be ruled “unfair” under the Consumer Rights Act 2015 if challenged, especially the deposit handling, early termination penalties, theft charges, and Pluto’s right to change terms at will. If a clause is found unfair, it’s not legally binding.
If you go ahead with this company, know exactly what you’re signing up for — and be prepared for heavy fees, strict rules, and very little flexibility.