faq

If we haven’t answered your question, please contact Customer Services on 06 37 81 39 94, every day from 9 a.m. to 6 p.m., or write to France Vélo Connecté, 3 Place Renoux, 63 000 Clermont-Ferrand, France.

If we cannot take your call, please leave a message and we will call you back as soon as possible.

The system is accessible seven days a week, 24 hours a day.

We have provided a cable lock for times when you need to interrupt your journey.
To use it, pass the lock around a fixed object (e.g. lamp post, pillar, etc.) then click the end in of the cable lock in place and remove the key.
To unlock it, insert the key into the lock.
If the lock gets stuck, try pushing it in as if you were locking it and turn the key clockwise.

Take note of the bike number, then call Customer Services on 06 37 81 39 94  to notify us that the key is lost.

KobOO bikes are not designed to be used with a child seat.

If your bike is lost or stolen, please call Customer Services immediately on 06 37 81 39 94  (local rate phone call). Tell us where you left the bike, the date and time. Please report the loss or theft to the police as soon as possible and send a copy of the police report to France Vélo Connecté, 3 place Renoux, 63 000 Clermont-Ferrand, France.

The deposit will be debited by the company to cover any damages incurred.

IF YOU’RE NEAR THE STORAGE UNIT:

– Return the bike
– Contact Customer Services immediately on 06 37 81 39 94 

IF YOU CAN’T GET BACK TO THE STORAGE UNIT:

– Secure the bike
– Contact Customer Services immediately on 06 37 81 39 94 

Once the bike is returned, you’ll receive a return confirmation message on your mobile.

By paying your deposit you are registering your bankcard with our banking partner. If you fail to comply with the General Terms and Conditions of Use for the service, all or part of the deposit may be debited from the registered bank card. You must have sufficient funds in your bank account to be able to hire a bicycle.

Lock the bike to a secure anchor point and take note of its number. Contact Customer Services as soon as possible on 06 37 81 39 94, from 9 a.m. to 6 p.m., seven days a week. You will remain responsible for the bike until it is returned to the docking station.

If you have an accident, contact Customer Services as soon as you can on 06 37 81 39 94, from 9 a.m. to 6 p.m., seven days a week. You will remain responsible for the bike until it is returned to the docking station.

– Bicycle – car accident: Send us a copy of the accident report or the police report in the event of a hit-and-run to France Vélo Connecté, 3 place Renoux, 63 000 Clermont-Ferrand, France
– Bicycle – pedestrian accident: Prepare an accident claim with your civil liability insurer and send it to us by post. – Accident involving the bicycle:  Send us a letter explaining the circumstances and details of any personal injury or damage to the bicycle.

If Customer Services do not answer the phone, please leave a message with your contact details and we will return your call as soon as possible.  If you call outside of our opening hours, you must lock the bicycle or return it to the docking station. You will remain responsible for the bike until it is returned to the docking station. Attention: you are entitled to a maximum hire period of 12 hours.

We will only debit the deposit if you fail to comply with the General Terms and Conditions of Use.

Please call Customer Services on 06 37 81 39 94, from 9 a.m. to 6 p.m. seven days a week, or email us at

hello@koboo.fr or axel@koboo.fr

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

A deposit encourages users to be more responsible, helps to prevent bicycles being stolen or lost, and encourages users to respect the maximum hire period and return their bike within 12 hours. If you fail to return your bike within 12 hours, the deposit will be debited from your account. The deposit is the same as the cost of the bicycle.

All transactions made on the site are secured by the Stripe© payment system. When you enter your bank details, you are directly connected with the Stripe© payment server. KobOO does not know your bank card number and it is not saved on our server. All data exchanged with Stripe© are encrypted using the SSL protocol and cannot be intercepted or modified.

You can’t reserve a KobOO bicycle.

You can hire up to 4 bicycles using one bankcard.