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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?

Your E-Bike is provided with a charging cable by us.

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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 ofdays 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.

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What are your opening hours?

This depends on the location. You can find the current opening hours on Google Maps.

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How fast do the E-Bikes go?

As fast as you can paddle. However, our E-Bikes can only provide motor assistance up to a maximum of 25 kilometers per hour.

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How do I look after my E-Bike properly?

You are obliged to clean your E-Bike carefully on a regular basis. Also, make sure to lock your E-Bike properly at any time.

What are the payment options?

Your rent can be paid by online card payment, automatic Paypal payments or by iDEAL (limited to certain regions).

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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 norent-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 mechanic shave 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. 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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"Premium protection'' is always included in your subscription, 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 "Premium protection'' package.

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I haven't booked an appointment, can I still get a spontaneous appointment?

‍We work on the basis of appointment bookings and ask you to respect this and always book an appointment. A spontaneous appointment can work, but there is no guarantee.

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I can't come to the repair appointment, what do I have to do?

‍You are obliged to cancel or reschedule your appointment in advance. If you do not do this, you may be charged a contractual penalty.

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You can find more detailed information on this in ourgeneral terms and conditions.

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

In case of any injuries andwhen 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 there after.

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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. With the included "Premium protection'' 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 "Premium protection'' 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.

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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.

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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. With the included "Premium protection'' 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 "Premium protection'' 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?

The Premium Protection 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 anaccident, 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. 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. More information can be found in our T&C.

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I already have a subscription but would like to add the Premium Protection package, how do I do this?

Simply click on +Add New Products in the Subscription App under Subscription to add the "Premium Protection" package.

Is there a minimum term inthe 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.

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In case of non-compliance, your rental will be automatically extended for another month.

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I would like to rent a second battery, is that possible?

It depends on the availability of the batteries in your location. Please contact our employees in the workshop.

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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 pickup or return the E-Bike at our location in your city.

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

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Can I transfer my subscription to another person?

No, unfortunately this is not possible. Each person must take out their own subscription.

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Can I withdraw my subscription?

‍Yes, you have a withdrawal period of fourteen days from the day the contract is concluded. You can find more information on this in Appendix 2a in our T&C.

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How can I change my personal details?

Super simply, in your subscription app under settings.