Frequently Asked Questions

Ava Community Energy is the default electricity provider for Alameda County (except the City of Alameda) and the cities of Tracy, Stockton, and Lathrop.

That means if your bike shop is in our service territory, you get your electricity from us unless you’ve opted out! We generate clean electricity at lower rates and PG&E delivers it to you. As a not-for-profit public agency, we invest net revenue into local programs that reduce emissions and local air pollution, reinvest in the communities we serve, increase access to electric technology, and strengthen community resilience—like Ava Bike Electric. Learn more about us at Ava Energy - What We Do.

APTIM is a leading firm specializing in environmental, sustainability, resilience, and infrastructure solutions. They run e-bike rebate programs, including the Ava Bike Electric program, to make e-bikes more accessible and affordable. APTIM's em4all™ process ensures equity and ease for widespread participation. For more information, visit APTIM - E-Bike Program Administration.

If you have a physical store in the program territory - which includes the service area of Ava Community Energy in Alameda and San Joaquin counties as well as the city of Alameda, and selling qualifying new e-bikes, you're invited to sign up! 

Approved retailers must: 

• Service their products
• Provide parts or e-bikes to local or mobile service providers. This ensures participants have access to necessary repairs and maintenance for their new e-bike. 

Follow these steps to apply to become an approved retailer. 

• Submit Business Information: Provide basic details about your business on the online rebate portal application.

• List E-Bike Brands and Models: Share information about the e-bike brands and models you sell in the application on the online rebate portal.

• Complete Training: Finish the required retailer training program (2 sessions, about 1.5 hours total).

• Sign Agreement: Read and sign the retailer agreement.

Prior to completing the sale, approved retailers verify basic information about the customer and the instant rebate provided by Ava/APTIM to the customer, and match it in the rebate portal. You will apply the instant rebate as a point-of-sale discount for an eligible, fully assembled e-bike and eligible safety equipment. After the sale, you will need to upload the sales documentation, including the e-bike make and model and its serial number. Additionally, you must supply parts to local or mobile service providers to ensure participants have access to repairs and service for their new e-bike.

Yes! In addition to these FAQs, which will be updated as needed, approved retailers will get detailed training on both the program and the rebate portal. This includes individual logins, information that must be verified before redeeming the instant rebate, e-bike eligibility criteria, other covered costs and limits, and the required documentation for instant rebate payout requests. Retailers must ensure all employees complete the training before assisting participants with instant rebate redemption.

 
*To be eligible for the Income-Qualified Instant Rebate, your household must be enrolled in California Alternate Rates for Energy (CARE), Family Electric Rate Assistance (FERA), or Energy Assistance Program (EAP). To check eligibility or confirm enrollment in CARE or FERA, please contact PG&E. To check eligibility or confirm enrollment in EAP, contact Alameda Municipal Power.

Approved applicants must provide an approval notification with an instant rebate code and matching ID before purchase. Retailers must log into the rebate portal before completing the sale to check the approval status, participant’s name, address, and instant rebate amount. The approval notification will confirm whether a participant qualifies for the income-qualified instant rebate amount. The bike shop will not be required to verify any income details of the participant. The instant rebate amount paid following the sale will not exceed the maximum approved instant rebate amount or the actual cost of eligible purchases, whichever is less.

Participants have 60 days from approval to redeem their instant rebate at a participating retailer, with an additional 15-day extension upon request. Retailers should work with customers to find the right e-bike on the Qualified Product List within that period. Ava Bike Electric instant rebates can be used to order an e-bike on the Qualified Product List so long as that e-bike is completely paid for at the time of ordering. Retailers are responsible for verifying the status of the instant rebate. Retailers must also confirm that the customer’s identity and address documentation match the information in the rebate portal before redemption.

Examples of acceptable photo identification are:
● State Identification (ID) Card
● Driver’s License
● US Passport or Passport Card
● US Military Card (Front and Back)
● Military Dependent’s ID Card (Front and Back)
● Permanent Resident Card
● Certificate of Citizenship
● Certificate of Naturalization
● Employment Authorization Document

Examples of acceptable proof of address documents are:
● Driver’s License
● Computer Generated Bill (Utility, Credit Card, Doctor, Hospital, etc.)
● Bank Statement
● First-Class Mail (From a Government Agency or Court)
● Current Homeowner's, Renter's, or Motor Vehicle Insurance Policy
● Mortgage, Lease, or Rental Contract
● Motor Vehicle Registration
● School Transcript
● USPS Change of Address Form (CNL107)

No, the instant rebate is only for a qualified new e-bike on the Qualified Product List. However, income-qualified applicants (CARE/FERA/EAP) will receive a safety equipment rebate, a $250 value, for the purchase of safety equipment, with a maximum of 1 front light, 1 adult helmet, 1 child’s helmet, and/or 1 lock & cable. No additional rebate code is required for the safety equipment—the e-bike instant rebate code received by the participant will also apply to safety equipment purchases.

To qualify for the Ava Bike Electric instant rebate, e-bikes must be included on the Qualified Product List, and meet the following criteria:

E-Bike Classes: 1, 2, or 3.

Design Specifications:

• Wheels: 2 or 3

• Pedals: Fully functioning

• Drivetrain: Functioning chain or belt

• Motor Power: ≤ 750 watts

• Power Source: Battery only

• Classification: Not for mountain biking or road racing

The battery must have one of the following safety ratings:

• UL 2271

• UL 2849

• EN 15194  

To request an addition to the Qualified Product List, email AvaBikeElectric@APTIM.com with the following information: 

• Bike name

• Standard or Cargo

• Manufacturer

• Model

• Cost

• Class

• Battery Range

• Speed

• Features

• Bike Model Website

E-bikes not included on the Qualified Product List, as well as the following, are not eligible:

• Used e-bikes
• Bicycles modified with an e-bike conversion kit
• E-bike conversion kits
• E-bikes outside of the three-class system 
• Scooters and mopeds

No worries! If the e-bike a customer wants is not in stock, they can still use their instant rebate to place an order. Just make sure the e-bike is fully paid for at the time of ordering. Remember, the instant rebate must be used for a single purchase.

An adaptive e-bike is designed to accommodate the unique physical needs or abilities of the rider or passenger. Note that aftermarket electrification kits are not eligible for this program.

No, there are no minimum or maximum price requirements for e-bikes or other eligible items covered by the instant rebate.

Unfortunately, no. Instant rebates cannot be applied retroactively.

Participants will need to pay the difference between the total sales price and the instant rebate amount. Approved retailers offering financing can help with this aspect of the purchase.

The instant rebate amount paid will not exceed the maximum approved instant rebate amount or the actual cost of eligible purchases, whichever is less. Any unused amount of the instant rebate will remain with the Program Administrator as available instant rebate funds. Neither participants nor retailers are entitled to the remaining balance.

Instant rebates can only be used for approved SKUs, but the price of the e-bike can be adjusted to include a build fee. However, it is against program rules to charge instant rebate holders a different price than other customers would pay for the same e-bike. 

Retailers need to upload a sales receipt into the rebate portal and provide details including the e-bike make, model, serial number, total purchase price, and instant rebate amount.

After redeeming an instant rebate and uploading the necessary materials in the rebate portal, retailers should receive ACH payment within two days. If a retailer doesn’t select ACH payment, checks will be mailed within ten business days.

If an e-bike purchased using the instant rebate is returned within 30 days, a new rebate can be issued to the customer. This policy does not override your normal return policy. For exchanges, just notify us via email to adjust the model, serial number, and payment amount if needed. If a customer returns an e-bike according to your policy, please notify us with the customer’s name and rebate details. We will process the return and issue a new instant rebate to the customer. The rebate amount will be deducted from your next payment. If no further rebate payments are expected, you will need to return the amount via check to APTIM.

Participants are eligible for only one return within the Ava Bike Electric Instant Rebate Program. Any additional returns must be handled directly between the retailer and the customer.

Please contact us at AvaBikeElectric@APTIM.com or give us a call at 888-504-7728 with any further questions. Our regular office hours are Monday through Friday from 9am to 5pm. Due to the high volume of applications, response times may be delayed. We appreciate your patience and understanding.