{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/velocite-mulhouse\/faq\/"},"modified":"2022-08-11T15:54:56","modified_gmt":"2022-08-11T13:54:56","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.velocite-mulhouse.fr\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

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\n Frequently Asked Questions <\/h1>\n
\n You want to learn more? Find the most frequent questions about V\u00e9locit\u00e9 here. <\/div>\n <\/div>\n <\/div>\n[\/vc_column][\/vc_row][vc_row ppi_row_type=”ppi_bg_black” full_width=”stretch_row”][vc_column]

Classics<\/h3><\/div>
<\/i>Where can I return my bike?<\/h6>

You can return your bike at an official station. If you return your bike outside of a station, a penalty of 20 \u20ac will be applied.<\/span><\/p>\n<\/div><\/div>

<\/i>How can I register?<\/h6>

You can sign up via website or app. Registration is free of charge. In order to verify your account, a \u20ac1 deposit is required and will become rental credit to use later on.<\/span><\/p>\n<\/div><\/div><\/div>

Registration<\/h3><\/div>
<\/i>Why do I have to debit 1 \u20ac although the registration is for free?<\/h6>

To verify your payment method and to activate your account, your bank account will be debited with 1 \u20ac. However, this is not a registration fee, but can be used as your starting credit.<\/p>\n<\/div>

<\/i>How can I register?<\/h6>

You can sign up via website or app. Registration is free of charge. In order to verify your account, a \u20ac1 deposit is required and will become rental credit to use later on.<\/span><\/p>\n<\/div><\/div>

<\/i>How do I activate my customer account?<\/h6>

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 1 \u20ac to verify your payment method. This is not a fee but will be available on your account as rental credit. All available payment methods are listed in the app.<\/p>\n

After successful debiting your customer account will be activated immediately. Only if you make a bank transfer, your account will be activated after two to four days, depending on the bank.<\/p>\n

Please note that your PayPal account must be verified. More information can be found on PayPal.<\/p>\n<\/div><\/div><\/div>

Customer account<\/h3><\/div>
<\/i>I have discovered an incorrect debit in my customer account, what can I do?<\/h6>

Please contact our customer service by app, hotline or email to correct any miscalculations. Please provide us with all necessary information about the rental \/ tariff \/ customer account in order to be able to understand the case. Our customer service can be contacted via app under support, via the hotline stated in the footer of the system\u2019s website or via contact@velocite-mulhouse.fr<\/a>.<\/p>\n<\/div>

<\/i>What happens if my customer account is in the red?<\/h6>

If your account goes into the red because open sums cannot be debited, your account will be temporarily deactivated until the open sum has been paid. Please check if you have a valid means of payment.<\/p>\n<\/div>

<\/i>How can I cancel my account and what happens to my remaining balance?<\/h6>

You can easily cancel your account in your customer account via login on our website. Log in and click on “Close account”. Remaining credit will be automatically refunded.<\/p>\n

Alternatively you can send us your cancellation by e-mail to contact@velocite-mulhouse.fr<\/a> or by post (address to be found in the website footer).<\/p>\n<\/div>

<\/i>When will I receive my invoices?<\/h6>

Invoices are available for SEPA direct debit only. You can download your invoices after the end of the respective month in your customer account via the website under \u201cAccount status\u201d.<\/p>\n<\/div>

<\/i>Why doesn\u2019t my account remember my PayPal details?<\/h6>

Your PayPal account is probably not verified. For more information please visit PayPal.<\/p>\n<\/div><\/div>

<\/i>How can I contact the customer service?<\/h6>

You can reach the V\u00e9locit\u00e9 customer service at +33 805 371 897<\/a>, contact@velocite-mulhouse.fr<\/a> or via App Support function.<\/p>\n<\/div>

<\/i>How do I pay for V\u00e9locit\u00e9, how is billing done and where can I retrieve the invoices for my trips?<\/h6>

If you have specified a credit card as the payment method, the fees for your trips will usually be debited 24 hours after your rental.<\/p>\n

With the direct debit payment method, we debit the open fees monthly from your bank account.<\/p>\n

You can view your rental history and direct debit invoices in your customer account at any time. Log in via the website. Please note that invoices are only available after the end of the month.<\/p>\n<\/div>

<\/i>How can I change my phone number?<\/h6>

To change your phone number, please contact our customer service at contact@velocite-mulhouse.fr<\/a>. Send the email from the email address you use for your account.<\/p>\n<\/div>

<\/i>Why was my account deactivated?<\/h6>

Probably open sums could not be debited from your bank account or there is no means of payment deposited. Please check this in your customer account and contact customer service if in doubt.<\/p>\n<\/div><\/div><\/div>

Rent, park and return<\/h3><\/div>
<\/i>The return was not successful. What should I do?<\/h6>

Please report failed returns immediately to our customer service via app support or the hotline and have the bike number, the parking location and the actual use time ready. Our customer service can be contacted via app under support or via the hotline stated in the footer of the system\u2019s website.<\/p>\n<\/div>

<\/i>Can I rent several bikes parallely with one customer account?<\/h6>

No.<\/p>\n<\/div>

<\/i>How does V\u00e9locit\u00e9 work?<\/h6>

Register easily and for free via app or website. Bikes can be rented via the nextbike app or the hotline. You can also rent bikes with the Compte Mobilit\u00e9 app.<\/p>\n<\/div>

<\/i>Can I rent my bike in one city and return it in another?<\/h6>

The following municipalities belong to V\u00e9locit\u00e9: Mulhouse, Rixheim, Illzach, Kingersheim, Riedisheim, Sausheim, Brunstatt Didenheim, Wittenheim. You can return your bike in any of those locations.<\/span><\/p>\n<\/div>

<\/i>Can I rent V\u00e9locit\u00e9 bikes without an app or without an internet-enabled mobile phone?<\/h6>

Yes, bikes can alternatively be rented via the hotline.<\/span><\/p>\n<\/div>

<\/i>How do I return my V\u00e9locit\u00e9 bike?<\/h6>

Return your bike to an official V\u00e9locit\u00e9 station and close the FrameLock to end the rental. <\/span><\/p>\n<\/div><\/div>

<\/i>The frame lock does not open. What shall I do?<\/h6>

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open the active rental in your app and click on \u2018open lock\u2019. Unlocking will be initiated again.<\/p>\n

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes.<\/p>\n<\/div>

<\/i>What do I do if my bike has a defect?<\/h6>

Defects can easily be reported via the support function in our app. Please check the bike for obvious defects before starting your journey or before renting it and inform us of any damage so that the bikes can be locked and repaired as quickly as possible. If you went off with a bike and only then notice a defect, end your ride and call our service. Only then can we cancel the ride and register the bike for repair.<\/p>\n

Unfortunately, we cannot refund any fees if you have continued using the bike despite obvious defects.<\/p>\n<\/div>

<\/i>Is there a rental period limit per bike?<\/h6>

The rental period is limited to 3 hours per bicycle. There is a fine for overtime use of 50 \u20ac.<\/p>\n<\/div>

<\/i>Can I park and secure my bike during the rental?<\/h6>

Yes, you can.<\/p>\n

Activate the park mode in the app and then close the lock. To continue cycling, end the park mode in the app and the lock will open automatically.<\/p>\n

The rental stays active during the park mode and will be charged as usual.<\/span><\/p>\n<\/div>

<\/i>What happens if I return my bike away from a V\u00e9locit\u00e9 station?<\/h6>

If you return your bike away from stations, a service fee of at least 20 \u20ac will be charged.<\/p>\n<\/div>

<\/i>Where can I return my bike?<\/h6>

You can return your bike at an official station. If you return your bike outside of a station, a penalty of 20 \u20ac will be applied.<\/span><\/p>\n<\/div><\/div><\/div>

Our bikes<\/h3><\/div>
<\/i>What is the maximum load of the bikes?<\/h6>

The maximum load of our bikes and e-bikes is 100 kg, of which a maximum of 5 kg may be transported in the basket.<\/p>\n

Find the information about the maximum load for cargobikes on the stickers on the transport boxes.<\/p>\n<\/div>

<\/i>What bike types does V\u00e9locit\u00e9 offer?<\/h6>

V\u00e9locit\u00e9 offers e-bikes and e-cargobikes.<\/span><\/p>\n<\/div><\/div>

<\/i>Does V\u00e9locit\u00e9 offer children\u2019s bikes, helmets and trailers?<\/h6>

No, it doesn’t.<\/span><\/p>\n<\/div><\/div><\/div>

Tariffs and conditions<\/h3><\/div>
<\/i>How can I cancel tariffs?<\/h6>

Tariffs that don\u2019t prolong automatically do not have to be cancelled. Tariffs with automatic renewal can be cancelled in the app.<\/p>\n<\/div>

<\/i>How much does V\u00e9locit\u00e9 cost and what tariffs are available?<\/h6>

The basic rate for e-bikes is \u20ac1,50 for the first 30 minutes. After that every additional 30 minutes up to a total rental length of 3 hours cost 1\u20ac. There is a rental limit of 3 hours.<\/span><\/p>\n

For both bike types subscriptions are available. See all tariff here<\/a>.<\/p>\n<\/div><\/div>

<\/i>What conditions do I get from the daily\/monthly or annual rate?<\/h6>

With V\u00e9locit\u00e9 subscriptions, the first 30 minutes per rental are included. Each additional half hour is charged at the basic rate. The free minutes only apply to the first bike if several bikes are rented at the same time.<\/span><\/p>\n

E-bike monthly and annual subscriptions are limited to 6 rentals per day. Every additional rental will be charged at the basic rate.<\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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