Which equipment is included with my bike hire?
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.
How can I charge my electrically-assisted bicycle?
The chargers can be plugged into a conventional socket and the battery can be removed from the bike for charging.
How long does it take to charge the battery?
An electric bike battery takes an estimated 4 hours to charge.
What is the battery life of my electric bike?
A battery has a range of 40km to 90km.
Is it possible to cycle outside the Strasbourg Eurometropolis area?
Bicycles can be used outside the Strasbourg Eurometropolis. Long-term rentals (7 days or more) are reserved for the Eurometropolis residents.
What happens if my bike breaks down?
You can call +33 3 67 70 70 70, visit the Central agency or send an e-mail to firstname.lastname@example.org 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.
What happens if I return my bike after the end of the contract?
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.
What happens if I return my bike before the end of the contract?
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
I have a problem with my Vélhop (damage, breakdown, etc.), what can I do?
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.
Can I repair my bike myself or go to a bike shop?
Your Vélhop must be repaired by the Vélhop technical team!
What should I do if I've lost the key to my padlock?
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).
Is my subscription paid for by my employer?
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.
What supporting documents are required for rentals?
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.
Is my contract renewable?
Contracts may not be tacitly renewed. Contracts are renewable only on request for legal entities and for any renewal not exceeding 12 consecutive months.
How can I renew my subscription?
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)!
How can I cancel my subscription?
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.
Why is a deposit required when I take out my subscription?
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.
How long can I hire a Vélhop?
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
Can I hire a bike if I'm under 18?
All contracts must be taken out by adults (+18).
Can I buy my Vélhop at the end of the rental period?
It is not possible to buy your Vélhop at the end of the hire period. Our bikes are not available for purchase.
Can a Vélhop be used for professional purposes (delivery)?
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.
How can I make a claim?
You can send an e-mail to the sales department at email@example.com or by post to 55 rue du Marché Gare 67200 Strasbourg.
Where can I inflate my bike tyres?
You can inflate your bike’s tyres at a branch or at a dedicated station (service station, veloptimist station…) See map
Central Station Agency and Click & Collect collection points
What is the address of the Central Station Agency?
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).
What are the opening hours of the Central Station branch?
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.
Where can I find partner post offices?
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
What is the address and opening hours of the Schiltigheim hire point?
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.
FORMULAS AND RATES
Are there any preferential rates?
Two types of preferential rates are available: the student rate and the solidarity rate.
How do I qualify for the student rate and what supporting documents do I need to present?
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.
How do I qualify for the solidarity tariff and what supporting documents do I need to present?
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.
Can I take my bike on a tram or bus?
Bicycles are allowed on trams outside peak times. Bicycles are not permitted between 7am and 9am and between 5pm and 7pm.
What should I do if I think a Vélhop has been abandoned on the public highway or appears to be stolen or in a poor state of repair?
You can contact the Central Station agency by telephone on +33 3 67 70 70 70, or send an e-mail to firstname.lastname@example.org
Is my data secure?
In accordance with the RGPD law, all your data is secure.