Frequently Asked Questions

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What is Kerbi?

Kerbi is a free mobile and web platform that enables cyclists with punctures or flat tyres to get on location repairs from our network of third party providers. We do not operate repair services directly.

Who Carries Out Kerbi Repairs?

We select Kerbi providers who are able to met our standards for tire repair. Our network of providers include: Bicycle mechanics, local bike shops, experienced couriers, and experienced cyclists.

What does Kerbi charge?

Our app, and website are provided free of charge. We do not charge subscription fees. Kerbi recieves a small fee from each successful repair.

How are Kerbi Repair providers vetted?

The Kerbi team requires all providers to submit an application through our provider app Street Stream. We also require proof of identity and carry out background checks.

Kerbi providers who meet our high expectations are admitted to the network. We regularly monitor our providers performance through feedback and reviews from users of the service.

What areas are covered by the Kerbi repair network?

Kerbi is available in the United Kingdom, rolling out from the London area. We are on-boarding new users, and repair providers all the time.

How Long Will I Have To Wait For My Kerbi Repair?

Our network of Kerbi providers will respond as soon as possible. It is an on-demand service but we are unable to guarantee a particular response time or repair slot.

How Will The Provider Know What Type Of Inner Tube I Need?

We ask for this information when you set up your profile on the app. If you cannot supply this information we may only be able to provide a patch service.

Will Kerbi Providers Carry ID? How Will I Be Able To Identify My Repairer?

Once you accept a quote, we will send you the name, mobile phone number, a photo of the courier and their Kerbi ID number.

Are Kerbi Repairs Guaranteed?

Kerbi enables you to get puncture repairs from our network of repair partners. We do not guarantee any repairs. However, If you feel that the service you have received falls short of the service you would expect, we will pass your comments along. Some providers provide their own guarantee. They will inform you if that is the case.

Is Kerbi Operational 24/7?

The Kerbi iOS app and platform is available 24/7. Service coverage by our provider network is not guaranteed 24 hours per day.

Does Kerbi Offer Any Additional Cycle Repairs Other Than Inner Tube Replacements?

At present Kerbi providers are only able to provide puncture repair, and inner tube tire replacements through the app. We also provide recovery services in partnership with Street Stream. Please contact us to arrange recovery. Some of our partners can provide additional services. We plan to expand our range of services.

What methods of payment do you accept?

Our payments are provided by Stripe. The current methods of payment available are: Visa, Mastercard, American Express, Diners Club, Maestro, Visa Electron. We do not accept cash.

Are My Financial Details Stored Anywhere Within The App Or On The Website?

No payment or financial details are stored on our app or servers. Your details are processed by Stripe. For more information on their data handling please visit https://stripe.com/

What Type Of Phone Do I Need To Use The App?

The Kerbi iOS app runs on all iPhone and iPad devices with iOS 8.0 and above. A mobile data or wifi connection is required to use the app.

Is Kerbi available for Android?

No, not at the moment.

How can I contact Kerbi Customer Support?

You reach us by email, and telephone.

How can I leave a review for a provider?

Yes each provider is rated from 1-5 stars, with space for your comments. We encourage you to leave reviews.

How can I give feeback on my Kerbi experience?

Contact us by email at info@kerbi.co.uk

My bike was damaged by my Kerbi repair provider, what can I do?

Kerbi repair providers take care in providing you with a service. At the end of a repair your Kerbi provider will ask you to check that your satisfied with the repair provided. We encourage you to point out any marks or dammage then. Kerbi does not provide any compensation for any dammage or loss incurred by you.

Why did my Kerbi provider refuse to complete my repair?

Kerbi providers can refuse to provide repair services where:

  • they feel unsafe, or under threat of physical or verbal harassment.
  • the repair exceeds their capability or skill-set.
  • where the completion of the repair would not enable the safe operation of the bike.
  • when the location of the bike submitted does not match it's location.
  • when the repair is unattended by you, and the bike has been secured in a way that does not permit repair.
  • you seek a repair to a TFL cycle scheme bike.
  • when you are late by more than 15 minutes from the time of a pre-booked appointment.
My chosen repair provider is late. What should I do?

Your chosen provider will estimate their response time to reach you. We ask them to advise you of any delays where it is practical to do so.

If your location is hard to find, or in a heavily congested area, it may take longer to reach you. Please call the provider directly on the number provided, or send a text message. If you do not receive a response within 10 minutes please contact the Kerbi service desk.

My repair provider cannot repair my bike. What are my options?

We're sorry that we are unable to get you back on the road. Your Kerbi provider will advise you of their recommended course of action. You can ask them to explain the issue to you so that you can understand it. Sometimes these include:

  • Securing your bike and returning at another time to perform the repair.
  • Recommending an appropriate repair workshop for critical repairs.
  • Assisting you in booking recovery through the Street Stream network of couriers to a location of your choice.
How can I arrange bike recovery with you?

We can arrange recovery for you through our courier network - Street Stream at a special rate. During any repair call out your Kerbi provider can help you book a recovery. There will be an additional charge for this service, and your card details may be required.

You can book recovery direct through the Street Stream website. We provide a discount code with your registration information that is valid for one recovery. For more information visit streetstream.co.uk

Do you have a review policy?

Yes. The Kerbi team moderates reviews on a regular basis to ensure that all reviews are genuine, and appropriate. We do not accept false reviews, or those that contain false or misleading information. The team may contact you for more information.

Can I promote Kerbi to my community group/cycling club/business?

Yes, contact us by email for a copy of our poster, information, and support information.

Can I join the Kerbi team?

We are currently accepting applications for repair providers. Contact us at info@kerbi.co.uk

How can I partner with Kerbi?

Contact us at info@kerbi.co.uk

Where should we go to next?

Fill out our quick form to vote for your country/city/town.

Who are the media contacts for Kerbi?

The media contacts for Kerbi is James Middleton

How can I reset my password?

On the Kerbi app, select login on the screen and tap forgotten password. Complete the steps to reset your password.

Is my personal data safe?

Yes. Kerbi complies with all current data protection requirements. Read our data policy for more information.

Can I get help to register my account?

The Kerbi service desk can answer general queries via email. We ask that you provide a clear description of the problem you encounter.

Can't see your question? Contact us here.

Who Carries Out Kerbi Repairs?

We select Kerbi providers who are able to met our standards for tire repair. Our network of providers include: Bicycle mechanics, local bike shops, experienced couriers, and experienced cyclists.

What is Kerbi?

Kerbi is a free mobile and web platform that enables repair providers like you to reach more customers to provide on-demand repairs and appointments. Kerbi does not provide repairs directly. The service is backed by a small team who monitor the platform and deal with live repair support.

How can I sign up as a provider?

Great, the first step is to download the Street Stream App here, and complete your application. As well as being the receiver for puncture repair alerts, it is also the receiver for courier jobs via the Street Stream website. However, you can seek to only receive puncture repair alerts. A member of the team will contact you to process it as soon as possible.

How do I get alerted to Kerbi jobs?

Kerbi providers receive alerts via the Street Stream app.

How can I join the Kerbi team?

We are currently accepting applications for repair providers by emailing us at info@kerbi.co.uk

How are Kerbi Repair providers vetted?

The Kerbi team requires all providers to complete an application form via the Street Stream app. To support your application we need proof of identity and carry out background checks. We will review your experience and suitability. Kerbi providers who meet our high expectations are admitted to the network.

We regularly monitor our providers performance through feedback and reviews from users of the service. Kerbi providers may be removed from the platform if they are unable to perform duties to our satisfaction.

How can I partner with Kerbi?

Kerbi welcomes all partnership opportunities. In order to assess their suitability please submit an outline of the proposal to us by email.

What areas are covered by the Kerbi repair network?

Kerbi is available in the United Kingdom. We are focusing on on-boarding providers in the London area. If your located outside of the London area, we will hold your application until we launch in your area.

What does Kerbi charge?

Access to the Kerbi App, StreetStream App, and both websites are free. We require all providers to submit an application and pass verification in order to bid for repair jobs. On completion of a Kerbi repair, we will deduct £2.00 for each transaction. Stripe, our payment providers charges are available here.

How Long Does a Customer Wait for a Kerbi Repair?

We ask that you respond as soon as possible to all repair requests. When you receive an alert please bid, or ignore it on the Street Stream App. If selected we ask that you contact the customer and advise them of an estimated time of arrival. If you are delayed, please inform them.

What methods of payment do you accept?

All providers must register for a Stripe payment account. This account allows you to accept card payments online, and through our app. We accept most credit and debit cards. We do not accept cash.

How Will I Know What Type Of Inner Tube The Customer Needs?

The customer will provide this information when they set up their profile on the Kerbi app. If you do not have an inner tube in the size quoted available, you can still offer a patching service.

How can I contact Kerbi Provider Support?

Please email us with enquiries and service information. Please phone us for support with live repairs. We aim to respond to all correspondence within 48 hours.

How can I reset my Street Stream password?

On the Street Stream app, select login on the screen and tap forgotten password. Complete the steps to reset your password.

Is my personal data safe?

Yes. StreetStream complies with all current data protection requirements. We will share your photo, name, and mobile contact number to the customer. Read our data policy for more information.

What sizes of inner tubes for tyres will I need?

We offer a service across all types of bicycles. We recommend that you stock a variety of inner tubes. Customer repair jobs will include the inner tube size required. So you will not need to worry about having stock on hand at all times. We can provide you with discounts through our distributor.

The tyre size isn't listed what should I do?

You should not quote for an inner-tube replacement. Instead offer a patch service.

What Type Of Phone Do I Need To Use The App?

The Kerbi iOS app and StreetStream iOS app runs on all iPhone and iPad devices with iOS 8.0 and above. In order to offer a great service you will need a data or wifi connection, voice minutes, and text messages.

Do Kerbi Providers have to carry ID?

When you register with us, we will verify your identity, and ask for a photograph of you. We provide your photo, name, and contact number to the customer for verification. If the customer challenges your identity, please contact the service desk phone number to receive advice for support.

Can I Contact The Customer Before I Arrive at their location?

Please contact the customer after the repair job has been accepted. All on-demand customers should be told how long to expect before you arrive. You may not call a customer cancel a job due to error, or to send a substitute without advising us. If you submit a bid to a customer it is important to follow through if accepted. Please contact the service desk for advice by phone.

What happens if I something stops me from attending the repair job?

If you breakdown, encounter congestion, or otherwise cannot attend the after accepting the repair job, we expect you to contact us immediately. We will try to find someone to meet the customer in your place. You will not be paid for the repair, or the time spent travelling to them.

I cannot fix the problem, what should I do?

If the problem exists before attempting a repair, please advise the customer and offer them appropriate balanced advice on how to proceed. We expect you to use your judgement in how to proceed. You should not attempt to step beyond your area of expertise, and knowledge.

Apologise to the customer, and explain the issue clearly to them.

Contact the service desk and we will advise you how to proceed. We may issue a refund, a reduction in the fee, or arrange recovery if required (at an additional fee).

When is it acceptable to refuse to start or complete a repair?

You can refuse to provide repair services when any of these reasons occur:

  • you feel unsafe, or under threat of physical or verbal harassment.
  • the repair exceeds their capability or skill-set.
  • when the completion of the repair would not enable the safe operation of the bike.
  • when the location of the bike submitted does not match it's location.
  • when the bike due for service has been secured in a way that does not permit repair, and the customer is unable to provide access in a reasonable period of time.
  • you are called to repair a TFL cycle scheme bike.
  • when the customer is late by more than 15 minutes for a pre-booked appointment, and you have not been able to reach them.
  • when completing a repair could result injury or accidents.
  • where there is inadequate lighting, space, or ventilation. (And no alternative location is possible).
Why did one of my customers accept another Kerbi Providers quote?

Kerbi's users are free to select a quote from any registered provider who submits a quote. We offer customers choice in who they accept for a repair. Customers are not allocated to any one provider account.

Are My Financial Details Stored Anywhere Within The App Or On The Website?

No payment or financial details are stored on our app or servers. Your payments will be processed by Stripe. For more information on their data handling please visit https://stripe.com/

Can I promote Kerbi to my community group/cycling club/business?

Yes, contact us by email for a copy of our poster, information, and support information.

I'm running late to meet my customer. What should I do?

For an on demand repair: You should call your customer to estimate the response time for you to reach them. We ask them to advise you of any delays where it is practical to do so.

If their location is hard to find, or in a heavily congested area, it may take longer to reach them. Please call the customer directly on the number provided, and send a text message. Late arrivals can leave your customer with a bad impression.

How do I set up my business for Kerbi?

Setting up your business on Kerbi is easy. Contact us at info@kerbi.co.uk and we'll help you get started.

How can I introduce Kerbi to my bike shop?

Kerbi is a flexible tool to build your teams performance, revenue, and customer satisfaction. Here are some ways to integrate Kerbi with your day to day team.

  1. Whole Team: Each team member can download the StreetStream app and Kerbi App on to an iPhone device. They can log in whilst on duty, and respond to alerts as appropriate. You can respond on an adhoc manner allowing one or more members to leave the store at any time.
  2. Appointed person: You provide one iPhone device for the team to use. Each day a different team member responds to Kerbi assistance requests when availablity permits.
  3. Nominated member: Using the Online business desk, a responder is allocated based on the stores availablity. Great for stores with a manned service/workshop reception.
  4. Mobile Sideline: Mobile repair professionals, can log into the app when not attending other appointments. Responding to boost their repair income.
What are minimum requirements to become a Kerbi repair provider?

Kerbi providers must:

  • Be capable of repairing a puncture, or replacing an innertube without assistance.
  • Own or have access to a multitool, puncture repair kit, pump and/or innertubes.
  • Capable of demonstrating competence in the English Language.
  • Be available to provide repairs to cyclists at least once per week.
  • Own or have access to an iPhone with iOS8.0
Am I employed or self employed?

Kerbi operates on a an self employed basis. You are free to set your own hours, set your own rates, select which repairs to attend. You are responsible for maintaing your Stripe account, and complying with the Kerbi Provider Agreement. You are responsible for paying your own taxes and national insurance.

If you are employed by a business that has registed with Kerbi, you should speak with your manager about your terms and conditions.

Where can I order spare inner tubes from?

Kerbi providers get access to exclusive discounts from our partners. We'll update the list every month with current offers.

My phone number has changed how do I update it?

You can change your details in the Street Stream App.

The Street Stream app appears to be for couriers, do I need to be a courier?

No, Street Stream is a multi-function app to receive either courier alerts or puncture alerts.

Can I sign up to be a courier as well?

Yes, you may. Download the app and continue follow the registration steps.

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