foire aux questions
What to do when you start your 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.
What to do if the lock gets stuck?
The connection to the lock is done by Bluetooth. If the lock does not want to open, you can directly close the application (it must not be in the background), deactivate the Bluetooth of the phone for 10 seconds, then try again to unlock the lock.
If the problem is not solved, note the number of the bike, then call customer service on 06 37 81 39 94 to report the lock.
Do you have a question about prices? How the service works? The concept?
If you can’t find the answer to your question, you can contact our customer service at 06 37 81 39 94 every day from 9am to 6pm, or by mail at France Vélo Connecté, 74 Avenue Edouard Michelin, 63100 Clermont-Ferrand.
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?
Mobiliz bikes are offered to people over 16 years of age who acknowledge that they are fit to ride a bike and have no medical contraindications.
Minors who hire a bike do so under the responsibility of their parents.
What is the maximum time a bicycle can be used?
The maximum rental period is 7 days.
You can find the details in the tab « Rates ».
Do I need special insurance to use the service?
It is your liability insurance that covers you.
When can I rent a bike?
The system is accessible, 7 days a week, 24 hours a day.
How to use the padlock ?
A lock is provided for when you need to make short stops.
To use it, pass the cable lock around a fixed point (lamppost, post…) then the loop of your lock in the connected padlock placed on the rear wheel.
You have a diagram in the bike basket to tell you how to use it.
To unlock the lock, in the application, page « My rentals » and button « unlock the lock ».
Is it possible to install a child seat on the back of a bicycle?
The bikes were not designed for this type of use. If you still wish to install a child seat, Koboo cannot be held responsible for any incident.
My bike has been stolen. What should I do?
In the event of loss or theft, contact customer service immediately by calling 06 37 81 39 94 (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 France Vélo Connecté, 74 Avenue Edouard Michelin, 63100 Clermont-Ferrand.
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?
– I am near a station
– I put the bike down
– I immediately contact customer service on 06 37 81 39 94
– I am not able to get to a station
– I secure my bike
– I immediately contact customer service on 06 37 81 39 94
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.
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.
What should I do if my bike is faulty?
Lock the bike to a hook-up point and note its number. Contact customer service quickly on 06 37 81 39 94 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, please call customer service on 06 37 81 39 94 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 accident report or the police report in the event of a hit-and-run accident to France Vélo Connecté, 74 Avenue Edouard Michelin, 63100 Clermont-Ferrand.
– Bicycle – pedestrian accident: Make an accident declaration with your civil liability insurance company and send it to us by post.
– Accident with the bike: Send us a detailed letter explaining the circumstances and the personal damage to the bike.
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 7 days rental.
When is the deposit taken?
The deposit is only taken if you have not complied with the general conditions of access and use.
I am contesting the bank debit of the deposit or I am unhappy with my tenancy, what should I do?
Please contact customer service on 06 37 81 39 94 from 9am to 6pm every day, or send an email to:
firstname.lastname@example.org or email@example.com
or by post to :
France Vélo Connecté,
74 Avenue Edouard Michelin, 63100 Clermont-Ferrand.
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 (7 days). 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 reserve or anticipate the rental of a bike?
Booking a bike isn’t possible, this is a self-service bike system.
How many bikes can I rent with 1 credit card?
I can rent a maximum of 4 bikes with a credit card.