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.
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.
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.
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.
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”.
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.
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.
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.
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.