FAQ’S
What to do at the beginning of rent?
– Respect the rules of the road
– Adjust the saddle to your height, you should be able to put your feet on the ground
– Check the brakes, tyres and lighting
– Adapt your speed to the weather conditions
– Wear reflective clothing in bad weather and at night
– Do not carry a passenger, the bike was not designed for two people.
Do you have a question about fees? How the service works? The concept?
You can find most of this information in this FAQ, or in the EULC. If you do not find the answer to your question, you can contact Velonecy support from Monday to Saturday from 9am to 1pm and from 2pm to 6.30pm on 04 50 51 38 90, or by mail at :
Vélonecy,
Place de la Gare
74 000 ANNECY
If you are unable to reach our customer service, please leave a message and we will call you back shortly.
What is the minimum age for using a bicycle?
Vélonecy bicycles are offered to people over 16 years of age who acknowledge that they are fit to ride a bicycle and have no medical contraindications.
Minors who hire a bike do so under the responsibility of their parents.
I can see a debit of €70 on my bank account, is this normal?
This is normal, the 70€ (per bike) will be automatically cancelled at the end of the rental period. This is the deposit for the rental, which is necessary for invoicing.
What is the maximum time a bike can be used? Can I start a new rental after the first one is over?
The maximum rental period is 3 hours.
If you would like to rent for a longer period, please contact the various rental companies in the Greater Annecy area : liste Loueur
It is not possible to end a rental to start a new one at the same time. The system will automatically block any rental attempt for 20 minutes.
Do I need special insurance to use the service?
It is your liability/social insurance that covers you.
When can I rent a bike?
The system is available 7 days a week from 7.30am to 8pm. The cut-off time for starting a rental is 7pm.
How to use the padlock ?
A lock is provided for when you need to make short stops.
To use it, put the lock around a fixed point (lamppost, post…) and then put the loop of your lock in the lock placed on the rear wheel.
How do I check that the bike has been returned?
Once the bike has been returned, you will receive a confirmation of the return on your mobile phone. You will also receive an invoice by e-mail.
My bike has been stolen. What steps should I take?
In the event of loss or theft, contact Velonecy customer service immediately from Monday to Saturday from 9am to 1pm and from 2pm to 6.30pm on 04 50 51 38 90. I report the location where I left the bike, the date and time. I will then file a complaint very quickly and send a copy of this document to :
Vélonecy,
Place de la Gare
74 000 ANNECY
The deposit will be cashed by the service as compensation for the damage suffered.
What should I do if I have a technical problem with my bike?
EITHER :
– I am near a station
– I put the bike down
– I immediately contact customer service on 04 50 51 38 90
OR :
– I am not able to get to a station
– I secure my bike
– I immediately contact customer service on 04 50 51 38 90
Is the deposit also supported by the bank card?
Indeed, the guarantee is made by registering the bank card with the electronic payment partner. In the event of non-compliance with the General Terms and Conditions of Access and Use of the service, all or part of the amount of the guarantee may be cashed on the registered bank card. You must have a sufficient balance on your bank account to be able to hire a bike.
I am contesting the deduction of the deposit or I am unhappy with my tenancy, what should I do?
You can reach Velonecy assistance from Monday to Saturday from 9am to 1pm and from 2pm to 6.30pm on 04 50 51 38 90.
Or by mail at
Vélonecy,
Place de la Gare
74 000 ANNECY
What should I do if my bike is faulty?
If you are close to a station, please contact one of our agents.
If not, you can reach Velonecy assistance from Monday to Saturday from 9am to 1pm and from 2pm to 6.30pm on 04 50 51 38 90.
What to do if the customer service does not respond?
If customer service does not answer, leave a message with your contact details and we will call you back as soon as possible. If you call outside of opening hours, you must secure the bike or return it to the station. The bike remains your responsibility until it is returned to the station. Please note that you have a maximum of 3 hours’ rental time.
Is it possible to install a child seat on the back of a bicycle?
If your child seat is compatible with the bike, the customer is free to install it. Velonecy cannot be held responsible for any incident.
When is the deposit taken?
The deposit is only taken if you have not complied with the general conditions of access and use.
Why is a deposit required to rent a bike?
The security deposit ensures that the user is responsible, prevents theft and loss of the bike, and encourages the maximum length of time before the bike is returned (3 hours). If the bike is not returned in time, the security deposit will be deducted. This deposit corresponds to the price of the bike.
Is the payment by credit card totally secure?
Transactions on this site are secured by the Stripe© payment system. When you enter your bank details, you are directly connected to the Stripe© payment server. France Vélo Connecté does not know your credit card number and it is not stored on its server. All information exchanged with Stripe© is encrypted using SSL protocol and cannot be intercepted or modified.
Is it possible to book or anticipate the rental of a bike?
Booking a bike is not possible.
However, you can check the availability of bikes in real time at the different stations of the service.
How many bikes can I rent with 1 credit card?
I can rent a maximum of 4 bikes with a credit card.
What should I do in case of an accident?
In the event of an accident, notify customer service as soon as possible. You can reach Velonecy assistance from Monday to Saturday from 9am to 1pm and from 2pm to 6.30pm on 04 50 51 38 90. The bike remains your responsibility until it is returned to the station.
– Bicycle – car accident: Send us a copy of the accident report or a copy of the police report in the case of a hit-and-run accident to :
Vélonecy,
Place de la Gare
74 000 ANNECY
– Bicycle – pedestrian accident: Make an accident declaration with your civil liability and send it to us by post.
– Accident with the bicycle: Send us a detailed letter explaining the circumstances as well as the personal damage and damage to the bicycle.