faq

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
– If you are riding at night, press and hold down the “+” button on the handlebar to turn on the lights.
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 06 37 81 39 94 every day from 9am to 6pm, or by post at France Vélo Connecté, 3 Place Renoux, 63 000 Clermont-Ferrand.

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

What is the minimum age required to use a Vélibleu bike?
KobOO 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.

What is the maximum time of use of a Vélibleu 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 accessible, 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.
To use it, pass the lock around a fixed point (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 if the lock is blocked?
Note the bike number, then call customer service on 06 37 81 39 94 to report the lock locked.
Is it possible to install a child seat in the back of a Vélibleu bike?
Vélibleu bicycles have not been designed for this type of use.
My Velibleu bike has just been stolen. What steps should I take?
In case of loss or theft, contact customer service immediately by dialing 06 37 81 39 94 (price of a local call). I indicate 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, 3 place Renoux, 63 000 Clermont-Ferrand.

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

What should I do if I have a technical problem with my Vélibleu bike?
EITHER

– I’m close to a station
– I put the bike back on.
– I immediately contact customer service on 06 37 81 81 39 94

OR

– I am not able to go to a station
– I secure my bike
– I immediately contact customer service on 06 37 81 81 39 94

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?
Of course, the guarantee is made by registering the credit card with 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 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 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, notify customer service very quickly 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 amicable report or the filing of a complaint if a hit-and-run accident to France Vélo Connecté, 3 place Renoux, 63 000 Clermont-Ferrand

– Bicycle – pedestrian accident: Make an accident report to your civil liability and send it to us by post

– Accident with the bicycle: Make us an explanatory and detailed letter of 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 06 37 81 39 94 from 9am to 6pm every day, or send an email to :
hello@koboo.fr or axel@koboo.fr

or a letter to France Vélo Connecté, 3 place Renoux, 63 000 Clermont-Ferrand.

Why is a 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. KobOO 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 Vélibleu bike?
Booking a Vélibleu bike is not possible.
How much can I rent a bike with 1 credit card?
I can rent a maximum of 4 bicycles with a credit card.
How does the gift code work?
Download the Vélibleu application and fill in the fields as if you are renting a bike normally, and enter the promo code (written on the ticket) in the dedicated field on the application.