I’ve hired my bike. What do I do now?
– Adjust the seat height to suit you: your feet must be able to touch the ground
– Check the brakes, tyres and lights
– Adjust your speed to the weather conditions
– Wear reflective clothing in bad weather and at night
– Do not carry any passengers; the bicycle is not designed to carry more than one person
– Respect the highway code
Questions about pricing? How the service works? The idea behind it?
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.
What’s the minimum age for using a KobOO bicycle?
KobOO bicycles are suitable for anyone over 16 years of age who is fit to cycle and for whom there is no medical reason to prevent them from cycling.
Minors hiring a bicycle do so at their parents’ responsibility.
What is the maximum hire period for a KobOO bicycle?
The maximum hire period is 12 hours.
Do I need special insurance to use your service?
You will be covered by your own civil liability insurance.
When can I hire a bicycle?
The system is accessible seven days a week, 24 hours a day.
How do I use the cable lock?
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.
What do I do if the cable lock key is missing or if I lose the key?
Can I fit a child seat to the back of a KobOO bike?
KobOO bikes are not designed to be used with a child seat.
My KobOO has been stolen. What do I do now?
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.
What should I do if I have technical problems with my KobOO bicycle?
How can I check the bike has been returned successfully?
Once the bike is returned, you’ll receive a return confirmation message on your mobile.
Can I use my bank card to pay the deposit?
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.
What do I do if my bike is faulty?
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.
What should I do if I have an accident?
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.
What should I do if Customer Services do not answer the phone?
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.
When will you debit the deposit?
We will only debit the deposit if you fail to comply with the General Terms and Conditions of Use.
I want to object to the deposit being debited or I want to complain about my bicycle hire. What should I do?
Why do you need a deposit when I hire a bike?
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.
Is paying by bank card completely secure?
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.
Can I reserve a KobOO bicycle or book in advance?
You can’t reserve a KobOO bicycle.
How many bikes can I hire using one bankcard?
You can hire up to 4 bicycles using one bankcard.
How do gift vouchers work?
Download the KobOO app and fill in the fields as if you were hiring a bicycle the usual way. Then enter the promotional code (printed on the voucher) in the promotional code field in the app.