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, please go to the Central Agency. You will be charged for the lock at the current rate depending on the model.
• 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 charged for the lock and the assistance (€40 call-out fee + price of 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.

Vélhop is a solution for users who want to try out cycling and then purchase their own bike if they are convinced that it is a suitable means of transport for their daily needs. The rental periods at preferential rates with a commitment are therefore limited to ensure turnover and allow as many people as possible to try it out:

• Mechanical bikes (bicycles, folding bikes) – 1 year maximum
• Electric bikes and low-seat bikes – 1 year maximum
• Cargo bikes – 3 months maximum
• Adapted bikes and tandems – 3 months maximum
• Mechanical children’s bikes: 1-year rental with a renewable commitment until the child outgrows the bike and is ready for an adult bike.
• Student mechanical bikes: 10-month or 1-year rental with commitment, renewable until the end of student status.

After benefiting from a subscription with commitment, you have the option of renewing a contract at non-committal rates for an unlimited period for adult mechanical bikes (bicycles, folding bikes), children’s bikes, electric bikes and low-step bikes only.

The contract is concluded for a fixed term. Any tacit renewal is excluded. You can renew your contract by visiting the Central Agency or logging into your online account.

You can renew your Vélhop subscription at the Central Station agency or from your online customer account, up to the maximum duration specific to each type of bike.

Daily, weekly or monthly rentals (full or solidarity rate) with no commitment
You can renew at any time, with no time limit:

• Mechanical bikes (bicycles, folding bikes, children’s bikes)
• Electric bikes and low-seat bikes

3-month, 10-month or 1-year rentals (full or solidarity rate) with a commitment period depending on the model

Subscriptions with commitment, offered once per person and non-renewable:

• Mechanical bikes (bicycles, folding bikes) – 1 year maximum
• Electric bikes and low-step bikes – 1 year maximum
• Cargo bikes – 3 months maximum
• Adapted bikes and tandems – 3 months maximum (monthly rate)

Mechanical children’s bikes: 1-year rental with renewable commitment until the child outgrows the bike and moves on to an adult size.

Mechanical student bikes: 10-month or 1-year rental with commitment, renewable until the end of student status.

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.

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

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 800 kilometres per month. Any excess will be charged at €0.50 per additional kilometre for kilometres between 801 and 1,000 kilometres and €1.00 per additional kilometre for kilometres over 1,001 kilometres.

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).

By bike, you can access it via a ramp located on the station forecourt just behind the Vélhop automatic station (south entrance of the station, where Burger King is located).

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 13 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

This temporary agency is open to facilitate the collection of bicycles under student subscriptions at the start of each academic year.

It is located in front of the Studium from mid-August to mid-October.

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

Student rates are reserved for students in higher education in the Eurométropole de Strasbourg.

They are available to minors studying in the Eurométropole area (post-baccalaureate) provided that the contract is signed by a legal representative of legal age.

Documents to be presented in branch or online:

• Valid student card
• Valid identity document
• Proof of address dated within the last 3 months
• Security deposit of €200 (by SEPA transfer with bank details or by cheque)
• Proof of eligibility for reduced rates (CROUS)

You can sign up at any time of the year with a valid student card, without waiting for the start of the academic year.

Student rates only entitle you to rent a mechanical Vélhop for the current academic year.

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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