FAQ

All our bikes come with a lock and a wheel lock for electric bikes, a basket, a stand and a bell. Other equipment is available for sale or hire.

The chargers can be plugged into a conventional socket and the battery can be removed from the bike for charging.

An electric bike battery takes an estimated 4 hours to charge.

A battery has a range of 40km to 90km.

Bicycles can be used outside the Strasbourg Eurometropolis. Long-term rentals (7 days or more) are reserved for the Eurometropolis residents.

You can call +33 3 67 70 70 70, visit the Central agency or send an e-mail to contact@velhop.strasbourg.eu to arrange a maintenance appointment. If you are unable to come in person, a flat-rate fee of €40 (incl. VAT) will be charged for bike collection. The bike will be collected within the Strasbourg Eurometropolis.

If the bicycle is not returned 48 hours after the contractual date, Strasbourg Mobilités Vélo will collect the entire guarantee deposit without formal notice and will initiate legal proceedings. Late fees and administrative charges will be applied.

It is possible to return your bike before the end of your contract, but we do not offer refunds for early returns. The rental contract cannot be refunded in the event of early termination except in the cases listed below, subject to presentation of official proof:

• Loss of employment
• Moving outside the Eurometropolis of Strasbourg
• Professional transfer
• Temporary incapacity of more than 3 months
• Death of the customer or the payer

Bikes can be dropped off at the Central Station branch, or by appointment at a partner post office. Your bike can then be repaired or exchanged.

Your Vélhop must be repaired by the Vélhop technical team!

There are two possibilities:

• If you have lost the key and the bike is not locked to a fixed point, we invite you to go to the Central Agency or to a mobile agency. You will be billed €57 (inc. VAT) for the lock.
• If your bike is locked to a fixed point, please contact the Central Agency. A request for service will have to be made, and you will be billed €89 (incl. VAT) for the lock and the service (€40 for the journey + €57 for the lock).

Under article L. 3261-2 of the French Labour Code, employers are obliged to pay part of the cost of season tickets purchased by their employees for travel between their usual place of residence and their place of work using public transport or public bicycle hire services.

For all rentals, proof of identity and a deposit are required (only one deposit per person and per contract).

For all rentals of more than 7 days: proof of address less than three months old (rent receipt, electricity bill, gas bill, water bill, landline or mobile phone bill) proving residence in the Strasbourg Eurometropolis.

Contracts may not be tacitly renewed. Contracts are renewable only on request for legal entities and for any renewal not exceeding 12 consecutive months.

You can renew your Vélhop subscription at the Central Station agency or from your Click & Collect customer area for a maximum total period of 12 months (classic bike)!

You can cancel your rental contract at any time by returning the bike to a Vélhop rental point. The rental contract cannot be reimbursed in the event of early termination except in the cases listed below, subject to presentation of official proof:
– Loss of employment
– Moving outside the territory of the Strasbourg Eurometropolis
– Professional transfer
– Temporary incapacity of more than 3 months
– Death of the customer or payer.

You are responsible for the bike for the duration of the hire period. The deposit will only be cashed if the bike is stolen or not returned.

A mechanical bike: from 1 day to 1 year
Electrically-assisted bicycle: 1 day to 6 months
Cargo bike: 1 day to 3 months
A child’s bike: from 1 day to 1 year
A bike adapted for people with reduced mobility: from 1 day to 3 months

All contracts must be taken out by adults (+18).

It is not possible to buy your Vélhop at the end of the hire period. Our bikes are not available for purchase.

It is forbidden for the customer to carry out a professional activity with a Vélhop with the exception of cargo bikes and under cover of having taken out a subscription for legal entities. Any use, even occasional, for delivery purposes, or for transporting goods or people on behalf of others or on the customer’s own account (self-employed, auto-entrepreneur) is prohibited.

What’s more, when you hire an electrically-assisted bicycle, you are not allowed to travel more than 40 kilometres per day, i.e. a maximum of 1,200 kilometres per month. If you exceed this limit, you will be charged 0.50 cts per additional kilometre.

You can send an e-mail to the sales department at contact@velhop.strasbourg.eu or by post to 55 rue du Marché Gare 67200 Strasbourg.

You can inflate your bike’s tyres at a branch or at a dedicated station (service station, veloptimist station…) See map

The central branch is located on level -1 of the large glass roof at Strasbourg station. Access to the shop is by staircase, escalator or lift (for people with reduced mobility).

See on the map

The branch is open Monday to Friday from 8am to 7pm and Saturday from 9am to 6pm.

We are closed on Sundays and public holidays.

There are 16 Click & Collect rental points in post offices throughout the Eurometropolis, where users can collect or return their bikes.

Map of rental points: See on the map

The hire point is at Les Halles du Scilt, 15b Rue Principale in Schiltigheim and is open Monday to Friday from 8.30am to 12pm.

Two types of preferential rates are available: the student rate and the solidarity rate.

For all student rentals: in addition to the deposit, proof of address and identity card, the student card for the corresponding academic year is required.

To benefit from the reduced rate: in addition to the guarantee deposit and identity card, you will be asked to provide a copy of the most recent tax assessment showing your taxable income or tax-free notice.

Bicycles are allowed on trams outside peak times. Bicycles are not permitted between 7am and 9am and between 5pm and 7pm.

You can contact the Central Station agency by telephone on +33 3 67 70 70 70, or send an e-mail to contact@velhop.strasbourg.eu

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