How can we help you?

Please write your question in the search box above.

Or just navigate through the expandable lists below based on the subjects.
Thanks to the feedback from our users, our frequently asked questions area is regularly updated with new questions and answers.

c Expand All C Collapse All

c Expand All C Collapse All

c Expand All C Collapse All

Health & Safety (23)

16th of June 2020, 00:24 h

We’re back

And we can’t wait to see you again because you are the protagonists of’s history, and your trust is the most important thing.

We have reopened our doors with a series of new preventive measures of security and hygiene.

Our team complies with all the measures recommended by the Ministry of Health and the World Health Organization:

  • Mask and gloves for the barrier effect.
  • All hygiene, disinfection and sterilisation measures are carried out.
  • A protocol designed specifically for this situation is followed in order to preserve everyone’s health.
  • Protective screens have been installed in reception to avoid direct contact between reception and our clients
  • A limited capacity is established in the store
  • The room, the equipment used and all materials are thoroughly disinfected
  • Cleaning services are reinforced with new disinfection protocols for all facilities and common areas

In short, in we were eager to see you, so we follow the strictest protocols in terms of prevention and hygiene, in addition to all the advice and measures of official agencies.

Schedule of the New Provisional Normality

Our provisional opening hours from June 18, 2020 are:
From Thursday to Monday 10:00-18:00 h (Tuesday and Wednesday closed).

Important information: This schedule will be adapted and extended according to the evolution of the current situation. If you would like to rent a bike outside our official hours please send a whatsapp or email and contact us. We have all the flexibility to adapt to your needs. We also serve our customers outside official hours.


More information:

Your Trixi-Team

Call: (+34) 660 091 644 or

Category: Health & Safety

We can say that Madrid is a bike-friendly city.
The cycling infrastructure is good and growing by the month, the mindset of the public has changed since the 90´s, and there is now a great support for this healthy, fun, and sustainable means of transport.

“…the city of Madrid has been increasing in the last years its network of bicycle paths. In 2016, there were 195 km of cycling routes. The city council has been planning to build 400 km more for the year 2024…” (Wikipedia)

Category: Health & Safety

We own a fleet of 150 high quality city bicycles in different sizes and also of a fleet of 20 eBikes / electric bikes.

We may handle groups up to 500 customers in cooperation with our certfied partners – We usually create smaller groups of max. 15 customers per 1 guide.

Category: Health & Safety

Yes, we do have a public liability insurance. Please contact us for further details as coverage or Certificate of Insurance (COI).

We suggest you have also your own travel insurance, that covers cycling.

Travel insurance is recommended on all your holidays.

Recommended: That your insurance covers you for cycling

Recommended: That it covers medical expenses and repatriation.

Recommended: holiday cancellation

Recommended: damage, theft or loss of personal belongings and sport equipment e.g. bikes

Category: Health & Safety

Yes. Our company Trixi Madrid SL and our activity is legally registered at the City of Madrid, Spain, and our shop has all necessary licenses.
Registration Nº: ESB66272147

Category: Health & Safety has health & safety policies covering a range of topics:

  • Accident Management
  • Fleet Maintenance Program
  • Bullying and Harassment
  • Child Protection
  • Contractors and Clients
  • Drugs and Alcohol
  • Emergency Management
  • First Aid
  • Flexi-Time
  • Hazard Management
  • Smoke-free Working Environment
Category: Health & Safety

No urban bike tour & rental company in Spain is subject to any governmental routine inspections. For this reason we do have our internal audit team and Chief Security Officer (CSO) to guarantee the maximum quality and safety of our activity.

An external company (Securitas Direct / Verisure) realises annually a routine inspection to ensure compliance with fire and life safety codes and also “Safety & Security in the Workplace”.

Category: Health & Safety

Yes – we do have an “Emergency Response Plan”

  • All our guides are prepared for First-Aid.
  • One small first aid kit per group is provided and carried.
  • Phone numbers for emergency contacts are in the first aid kit, and in the tour guide phone.
  • There is mobile reception along 100 % of the trail.
  • The tour guide, or an individual must notify immediately of any incident
  • The tour guide must decide if they need emergency services urgently. If yes, they must call 112.
  • Minor injuries; firstly phone Ascertain if our staff can get the injured person(s) to the nearest medical centres independently. If not will try calling for help to the nearest available medical service
Category: Health & Safety

During our 20 years of activity we had only very  few minor incidents thanks to the high quality of our tours, staff and bikes.

But despite preventative measures being in place, accidents during tours & rental may unfortunately happen. It is important that when such incidents occur we find out what happened and why. This allows us to control the risk and prevent further accidents.

If we had any incidents we would track them.

Category: Health & Safety
  • Use of bike helmets if desired (not obligated by law)? – Yes
  • What to do if they have a puncture or mechanical issue? – Yes
  • The use of any equipment explained to customers (helmets, gloves etc)? – Yes
  • Any specific safety instructions required for the area (sunscreen, sunglasses, lip salve, medication, water etc)? – Yes
  • Advise on appropriate clothing – light coloured, fluorescent or reflective accessories (belt, arm or ankle bands etc)? – Yes
  • Are bike locks issued and instructions on use provided? – Yes
  • Not to cycle after dark unless lights are fitted? – Yes
  • Emergency 24hr contact details provided in case of breakdown/loss/theft? – Yes
Category: Health & Safety

We’re an international team of cycling lovers  – we do “speak bicycle”.

Our fullt-time bicycle mechanic has the qualification and experience to maintain our fleet on a regular basis.

Also: all of our tour guides are competent in basic bike maintenance (fix punctures, change displaced, brake/gear alignments…etc)

Category: Health & Safety

Yes – our staff pre-checks all bikes prior to hire.
Bike ABC’s:

  • A is for Air: Having properly inflated tires helps prevent flats.
  • B is for Brakes: Squeezing the front and rear brake levers to make sure that the brakes engage properly
  • C is for Chain: We check the chain and all the gears.
Category: Health & Safety

We have bikes for all ages and sizes but participants under 18 years of age must be accompanied by a legal guardian.

We do not have any age/size restrictions for bike tours or bike rental.

Category: Health & Safety

There are no special requirements for urban cycling in Madrid on a bike and we assume that people who book a bike tour or rent a bike are in a good health condition.

Our customers confirm in our booking conditions that they have the condition to realise the booked activity

Category: Health & Safety

Urban cycling is an easy activity. 99,9% of all customers know how to cycle in an urban environment. Who rents a bike or books a bike tour usually knows how to pedal, brake and steer.

Of course: If at the beginning of one of our tours a guide notices  that a customer has difficulties to ride a bike in a safe way we would take action.

Category: Health & Safety

Yes. We provide cycle helmets and ensure they are the correct size and securely fastened.

Helmets are not obliged by law but we recommend and offer them anyway.

Our customers don’t need to wear a helmet in Madrid if they are in an urban area. Only cyclists up to 16 years of age are obliged to wear a helmet at all times

Category: Health & Safety

Yes. All of our bikes are less then 5 years old. We do a complete fleet replacement every 4 years and sell our old bikes on second hand markets.

In all the services we offer, our goal is to provide the highest quality both in the product and customer service. To achieve this goal, we renew our fleet of bicycles every 4 years always renting the latest generation models. Our goal is ensuring that our customers have a worry-free route.

Category: Health & Safety

We do a “Pre-Ride Safety Check” always when we do a bike tour or a rental. We check the pressure of the tires, wheel quick-releases, brakes, wheels, crank arms and pedals, stem and headset and also the chain. On a regular basis we do a complete deep bike check every 6 weeks.

Category: Health & Safety

Yes – we do have a manual system of “Fault reporting and Rectification”

Category: Health & Safety

We keep our maintenance records centralised for each bike in a “Maintenance Book” and record manually the whole service and repair history for each asset. This way we keep a record for our liability insurance.

Category: Health & Safety

Yes – our bikes are equipped with white front and rear red lights and rear red reflectors plus amber pedal reflectors

The use of lights for night riding is generally recommended or required by authorities as a basic safety measure, even in a well-lit urban context.

Category: Health & Safety

During a guided bike tour our team member will usually be able to fix the bike. In case the guide cannot repair the bike quickly our staff from the shop will try to bring a new bike in less than 15 minutes.

Rental: We offer optionally a “Repair Kit”. These kits include a pump and puncture repair kit, plus allen keys and tools to make adjustments – but our bikes are also equipped with anti-puncture tires – a system that avoids most of the time the biggest problem:

The punctures!

A puncture occassionally happens and it’s something out of our control.  The customer can call us and we will look for the best solution.

Category: Health & Safety

Yes – of course we do advise our customers and inform them about special rules for cyclists.

Madrid’s cycling law is called Ordenanza de Movilidad Sostenible, or translated to English, sustainable mobility ordinance. It was approved by the council of Madrid 5 October 2018. This law introduced several changes in all the city of Madrid, some of them modifying the previous status of the bicycle. The most important changes were:

  • Bicyclists must ride in the middle of the lane. Before, bicyclists may ride in the middle of the lane.
  • Bicyclists are allowed to travel in the opposite direction of the other traffic in living streets.
  • Bicyclists may use whichever lane on the road they want, although the rightest one is preferred.
  • Bicyclists are not allowed to use bus lanes, unless there are explicit signs to do so. By the way, cyclists must ride on the left side of the bus lane. Note that in Madrid, taxis and motorcycles are allowed to drive on all bus lanes, except motorcycles on the la Castellana bus lane.
  • Two bicycles may ride parallel in the same lane, unless this behaviour places in danger another cyclists or in bus lanes authorized to cyclists.
  • It is not mandatory that cyclists ride through bicycleways, unless it exists a mandatory cycleway sign.
  • It is forbidden to ride on the pavement, on pedestrian streets and on pedestrian zones.
  • Turn on red is allowed to bicycles if there is a traffic sign allowing that.
Category: Health & Safety

If you’ve read our FAQ and still haven’t found the answer you’re looking for, feel free to contact us. We would be happy to assist you.

    Input this code: captcha

    - I have read and accept the privacy policy and terms & conditions