Join the E-Bike revolution

What is the minimum age to rent an E-Bike?

You must be at least 18 years old.

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Am I allowed to share my E-Bike with someone else, or rent it out to them?

No, only the rider who has signed the rental contract with us is allowed to use the bike.

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How do I charge my E-Bike?

We will provide you with a charger for your E-Bike.

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How much does it cost to fully charge the battery?

The costs may vary and depend on your utility provider. You should assume 0.5 – 0.8 kWh per full charge, depending on the battery type.

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Is it possible to rent an E-Bike for only a couple of days or for the weekend?

No. The minimum rental term is currently 1 month.

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Is it possible to rent more than one E-Bike?

No. Only one E-Bike can be rented per person.

When will the E-Bike rent be debited?

The debit for the monthly amount will be made in advance. The rent will be debited for the first time on the day of your registration. This day will become your monthly billing date.

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Example: You register on June 3. On that day the rent will be debited for the first time. Your billing date will therefore always be the 3rd of every month.

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Please make sure that you have sufficient funds in your account or available through your credit card on the billing date.

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What are the payment options?

All you need is a valid credit or debit card. Your rent can be paid for by online card payment or by direct debit (SEPA direct debit).

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I paid by direct debit (SEPA) and my pickup appointment was canceled, why?

Your payment is being processed by the bank. Although the money has left your bank account, it has not yet reached us. We will send you an email as soon as the money has arrived and you will be able to arrange a new pickup date.

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What happens if my rent cannot be debited?

Please make sure that you have sufficient funds in your account or available through your credit card on the billing date.

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Should we be unable to debit rent from your designated payment method, we reserve the right to partner with an external agency to collect the outstanding amounts. This may lead to withdrawal of your E-Bike.

Further information can be found in our T&C.

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Is there an option to buy my vehicle?

No, there’s currently no rent-to-own option.

I have an issue with my bike, what should I do?

In our App, click on “Appointments” to report your problem, then use the calendar function to make an appointment with us in the following 10 business days.

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Are there regular service appointments?

Yes, you will receive a request to schedule service appointments on a regular basis. The interval is usually every 6 weeks.

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How much time does a service appointment take?

Service appointments take 30 minutes and are handled by our experienced bike mechanics. To ensure that everything works smoothly and so that our mechanics have enough time for your E-Bike, please be on time for the agreed appointment.

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What if the damage is so significant that the repair will take longer?

If the repair of your E-Bike will take a long time, we can provide you with a replacement E-Bike, subject to availability, so that you are back on the road again quickly.

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Who covers the service costs?

It depends on the type of damage. If it is normal wear and tear resulting from ordinary use, we will always cover the cost of the repair and you have nothing to worry about.

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If repairs are required as a result of an accident, the party at fault for the accident is liable. More on this under the section Accident and Theft.

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If you have booked the "Peace of Mind'' package, and so long as damages are not the result of intentional damage or gross negligence, we will cover the costs to repair your E-Bike rented with us in full or partially even for damages in excess of ordinary wear and tear. Find out more under the section "Peace of Mind'' package.

What should I do if I am involved in an accident?

In case of any injuries and when in doubt, please first contact emergency services or an ambulance.Irrespective of who is at fault, please always contact the local police and – in case your E-Bike is damaged – contact us thereafter.

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What do I have to know if I caused an accident myself?

In this case, you are assuming the responsibility. This generally comprises the obligation to repair any damage and to make good any losses incurred by third parties. If you have personal third-party liability insurance, your insurance might cover the damages to third parties for you.

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Additionally, you are responsible for compensation of damages to your E-Bike rented with us. If you have booked the "Peace of Mind'' package, and so long as damages are not the result of intentional damage or gross negligence, we will cover the costs to repair your E-Bike rented with us in full or partially even for damages in excess of ordinary wear and tear. Find out more under the section "Peace of Mind'' package.

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What should I do if my E-Bike has been stolen?

As soon as you discover your E-Bike has been stolen, you must immediately report the theft to the local police.

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Once you have the official police theft report, send it to us or bring it to your CYCLE store (please note: a report confirmation is not a valid police report). You need to contact us with the police theft report within a maximum of 24 hours of discovering your E-Bike was stolen.The theft report must contain the following information: the place and date of the theft, the internal CYCLE number of the bicycle and whether the bicycle was locked at the time of the theft. Reports which do not include this information are invalid.

Berlin only: Use online reporting tool “Internetwache Polizei Berlin”.

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In addition, we will ask you to bring back the key to your E-Bike’s lock to our location to prove that your E-Bike was securely locked at the time of the theft.

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In case of theft, you will have to pay compensation as stated in the T&C. If you have booked the "Peace of Mind'' package, and if your E-Bike rented with us was securely locked, we will cover the costs of replacement in full or partially. Find out more under the section "Peace of Mind'' package.

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I lost my battery. What do I have to do?

Please reach out to our team for assistance. In any case, you will be charged compensation. More information can be found in our T&C.

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I lost my key. What now?

Please reach out to our team to inquire about a replacement key or lock. In any case, you will be charged compensation for the lost key. More information can be found in our T&C.

Which protection packages are available?

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We offer the "Premium protection" for an additional monthly fee. This reduces your deductible in case of damage and theft of the E-bike, e.g. up to 0 EUR in case of irreparable damage as a result of an accident, given the battery is still intact.

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For damages to the E-Bike, you will need to submit an accident report, explaining in detail how the damages happened, to our team on-site or via our App. Please be aware that intentional damage and gross negligence are not covered by the additional protection of the “Premium Protection” package.

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For thefts, an official police report will always be required. Note that only thefts of a securely locked E-Bike are covered under the “Premium Protection'' package.

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More information can be found in our T&C.

Is there a minimum term in the contract?

Yes. The minimum term is 1 month.

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I would like to cancel my subscription. What do I have to do?

In our App, you can always cancel your subscription for the next billing period until 24 hours prior to the next billing date. Should you have registered for a subscription with a minimum rental duration, you will need to wait first until this period is over.

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Return your E-Bike with charging cable or other rented accessories (e.g., batteries) BEFORE your next billing date during our opening hours. At the latest, your E-Bike needs to be returned to us on the day before your next billing date. Please note that we are not open on weekends. In case of non-compliance, your rental will be automatically extended for another month.

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Is there a cancellation period?

The cancellation may depend on your subscription, but is normally 24 hours before the end of your current billing period.

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Where can I pick up the vehicle or return it?

After you have made an appointment, you can pick up or return the E-Bike at our location in your city.

When returning your E-Bike, it should be in the same condition as when you received it, and the battery should be fully charged.