faq

Do you have a question about rates? How the service works? The concept?

If you do not find the answer to your question, you can contact customer service on +33 (0) 6 07 41 80 61 every day from 9am to 6pm, or by mail to COMMAVELO, BP 87085, 30912 Nîmes Cedex 2.

If you are unable to reach our customer service, please leave a message, we will call you back as soon as possible.

What to do at the beginning of the rental period?
– Adjust the saddle to your height, you should be able to put your feet on the ground
– Check brakes, tires and lighting
– Adjust your speed to the weather conditions
– Wear reflective clothing on bad weather days and at night
– Do not carry passengers, the bike was not designed for two people.
– Comply with the traffic regulations
What is the minimum age required to use a COMMAVELO bike?
COMMAVELO bicycles are offered to people over 16 years of age who acknowledge that they are suitable for cycling and have no medical contraindications.

Minors who rent a bicycle do so under the responsibility of their parents.

How many bicycles can I rent with 1 credit card?
I can rent a maximum of 4 bicycles with a credit card.
What is the maximum time of use of a COMMAVELO bike?
The maximum rental period is 12 hours.
Is special insurance required for the use of the service?
It is your liability insurance that covers you.
When is it possible to rent a bike?
The system is available 7 days a week, 24 hours a day.
How to use the lock?
A lock is available when you need to make very short stops or to return your bike.
To use it, pass the lock around a fixed point (hoop, lamp post, post…) then the loop of your lock in the connected padlock placed on the rear wheel.
To unlock the lock, in the application, on the “My Rentals” page and on the “Unlock Padlock” button.
What to do in case of absence or malfunction of the lock?
Note the bike number, then call customer service on +33 (0)6 07 41 80 61 to report the malfunction.
Is it possible to install a child seat in the back of a COMMAVELO bicycle?
COMMAVELO bicycles have not been designed for this type of use.
My COMMAVELO bike has just been stolen. What steps should I take?
In case of loss or theft, contact customer service immediately by dialing +33 (0)6 07 41 80 61 (price of a local call). 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 COMMAVELO, BP 87085, 30912 Nîmes Cedex 2.

The deposit of 200 € will be collected by the service in compensation for the damage suffered.

What should I do if I have a technical problem with my COMMAVELO bike?
BE:

– I’m close to the station.
– I put the bike back on.
– I immediately contact customer service on +33 (0)6 07 41 41 80 61

OR :

– I am not able to get to the station
– I secure my bike
– I immediately contact customer service on +33 (0)6 07 41 41 80 61

How to check that the bike is returned correctly?
Once the bike is returned, you will receive a confirmation of the return on your mobile phone.
Is the deposit also supported by the credit card?
Indeed, the guarantee (200 € not collected) is made by the registration of the bank card at the electronic payment partner. In the event of non-compliance with the General Conditions of Access and Use of the service, all or part of the amount of the guarantee may be charged to the registered credit card. You must have a sufficient balance in your bank account (200 €) to be able to rent a bike.
What should I do if my bike is defective?
Lock the bike at a hang point and write down its number. Contact customer service quickly at +33 (0)6 07 41 80 61 from 9am to 6pm every day. You remain responsible for the bike until it is returned to the station.
What should I do in case of an accident?
In the event of an accident, notify customer service very quickly on +33 (0)6 07 41 80 61 from 9am to 6pm every day. The bike remains your responsibility until it is returned to the station.

– Bicycle – car accident: send us a copy of the amicable report or the complaint if you have a hit-and-run to COMMAVELO, BP 87085, 30912 Nîmes Cedex 2.
– Bicycle – pedestrian accident: make an accident report to your civil liability and send it to us by post
– Accident with the bicycle: send us a detailed explanatory letter explaining the circumstances as well as personal and bicycle damage.

What if customer service does not respond?
If the customer service does not answer, leave a message with your contact details, we will call you back as soon as possible. If you call outside of business hours, you must then secure the bike or return it to the station. The bike remains your responsibility until it is returned to the station. Attention you have a maximum of 12 hours of rental.
When is the deposit levied?
The deposit is only charged if you have not respected the general conditions of access and use.
I dispute the payment of the deposit or I am dissatisfied with my rental, what should I do?
Please contact customer service on +33 (0)6 07 41 80 61 from 9am to 6pm every day, or send a letter to COMMAVELO, BP 87085, 30912 Nîmes Cedex 2.
Why is a 200 € security deposit required to rent a bike?
The security deposit makes it possible to engage the user’s responsibility, to avoid theft and loss of bicycles, and to encourage compliance with the maximum duration of a trip before returning the bicycle (12 hours). If the bike is not returned on time, the security deposit is deducted. This security deposit corresponds to the price of the bike.
Is payment by credit card totally secure?
The transactions carried out 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. COMMAVELO does not know your credit card number and it is not stored on its server. All information that is exchanged with Stripe© is encrypted using SSL and cannot be intercepted or modified.
Is it possible to book or anticipate the rental of a COMMAVELO bike?
It is not possible to book a COMMAVELO bike.