Foire aux questions
COVID-19 HEALTH MEASURES
Yes, for your own protection and our protection, it is compulsory for all persons present in the shops, that is to say the Vélhop team and customers, to wear a mask.
No, it is not necessary to make an appointment to come and rent a Vélhop bike in one of our shops. However, to protect you and us, it is compulsory for all persons present in the shops, that is to say the Vélhop team and customers, to wear a mask. Please bear this in mind when you visit one of our shops.
The following measures are implemented in Vélhop shops to ensure the protection of its employees and customers:
- Wearing a mask is compulsory for all people present in the shops, that is to say the Vélhop team and customers.
- Provision of hydroalcoholic gel for customers
- Strict limit on the number of customers present at the same time in the shop
- Marking on the ground to facilitate compliance with distances
- Intensified cleaning of bikes.
5 Vélhop shops are open to meet your needs during the opening hours indicated on this page.
TAKING OUT A RENTAL CONTRACT
Regular bikes (adults and children) can be rented for periods ranging from one day to one year.
Electric bikes can be rented for periods ranging from one day to six months.
Cargo bikes can be rented for periods ranging from two hours to two weeks.
To rent a regular Vélhop bike, you must present an identity document and proof of address (dated within the last three months) and a guarantee deposit of € 150 (cashed in/debited only in the case of loss or theft of the bike) in addition to the rental amount.
A Vélhop bike can be rented in one of our shops.
However, taking into account our obligation to limit the simultaneous presence of customers, we ask you to choose in preference to rent via our online shop. Please note that online rental will require certain supporting documents to be uploaded (PDF or photo format): copy of identity document, bank account details and proof of residence dated within the last three months. Once you have connected to the online shop, you will be able to create your account in just a couple of minutes and then make your request to rent a bike.
Once the rental request has been validated, you can pick up the Vélhop bike at your convenience by appointment at the shop of your choice.
Please note that to protect both customers and ourselves it is compulsory for everyone in our shops to wear a mask. Please bear this in mind when you visit a shop.
Due to very high demand, the entire fleet of electric bikes (e-bikes) are currently rented out. If you wish to rent an e-bike, you must ask to be entered on our waiting list. For this, please send us an email to the address email@example.com, indicating your surname, first name, postal address, e-mail address, telephone number, desired rental period (1, 2 or 3 months) and your reference shop. You can also provide us with this information by telephone on + (33) (0)3 67 70 70, Monday to Saturday from 9 a.m. to 6 p.m. We will contact you as e-bikes become available.
No rental can be made directly in a Vélhop shop.
As a reminder, the rental of an e-bike at the discovery rate (€ 49/month) is limited to 3 months’ rental per person. This is an offer that should allow you to test the use of such a bike before buying it from a bike shop.
Accepted proof of address (dated within the last 3 months) is a water, electricity, gas or telephone/Internet bill; a tax or tax-exemption certificate; a receipt from a housing insurance company; a title deed or a rent receipt.
The guarantee deposit is not cashed in unless the bike is not returned at the end of the rental period, or is damaged, stolen or misused. It can be paid by bank pre-authorisation for rentals of less than 1 month, and beyond that, it can be deposited by cheque or by SEPA money order + bank account details.
The service is accessible to people over the age of 16, who are recognised to be fit to cycle and for whom there are no medical contraindications. A rental contract can be concluded for minors under the age of 16 in one of our shops, but the contract will be in the name of the legal representative.
Minors between 16 and 18 years of age may conclude a rental contract alone upon presentation of the identity document of the legal representative.
The guarantee deposit and proof of address must be in the name of the contract holder. However, for minors between 16 and 18 years of age, they may be in the name of the legal representative. A power of attorney allowing the use of the legal representative’s guarantee deposit and a copy of the legal representative’s identity document must, however, be presented by the minor when the contract is concluded.
RENTAL CONTRACT RENEWAL
Due to how busy our shops are and our obligation to limit the simultaneous presence of customers, we ask you to renew your rental contract preferably via our online shop. Please note that online rental will require certain supporting documents to be uploaded (PDF or photo format): copy of identity document, bank account details and proof of residence dated within the last three months. Once connected to the online shop, you will be able to log on to your account, if you already have one. Otherwise, you can create your account in just a couple of minutes and renew your rental contract (for the same or a different period).
Should you not be able to renew online, a member of the Vélhop team will be pleased to help you in one of our shops.
Please note that to protect both customers and our employees it is compulsory for all people in our shops to wear masks, that is to say the Vélhop team and customers. Please bear this in mind when visiting our shops.
It can be renewed online or in one of our 5 shops. However, renewal for more than 6 months is not possible. 3 months are proposed at the discovery rate (€ 49), but for more than 3 months up to 6 months, the full rate applies (€ 102/month).
END OF RENTAL CONTRACT
Yes, it is possible to cancel a rental contract before expiry. However, there will be no compensation or refund.
We ask you drop by one of our Vélhop shops to return the bike to us.
If you are unable to return your Velhop bike, please see the question below: “I am a Vélhop customer and am unable to return my bike, what do I do?”
We remind you that to protect you and us, it is compulsory for everyone in the shops, that is to say the Vélhop team and customers, to wear a mask.
If you are unable to return your bike yourself, we advise you to ask a trusted person to return it for you. For this you must provide the person with a copy of your identity document and a power of attorney (Download your Power of Attorney).
If you have no one who can return the bike for you and you are unable to return to Strasbourg for some considerable time, you can let us know where the bike is and our service provider in charge of maintenance will collect it (on condition that it is accessible in a public place). Please note that this service will be billed for € 65 including VAT and that you must previously send us the 2 keys to the anti-theft system.
For any other question concerning the return of the bike, please do not hesitate to contact us by email at firstname.lastname@example.org. or by phone on + (33(0)3 67 70 70.
Yes, you can go to one of our Vélhop shops – their opening hours can be found on this page.
You do not need to make an appointment. However, to protect you and us, it is compulsory for everyone in the shop to wear a mask, that is to say the Vélhop team and customers. Please bear this in mind when you visit the shop.
In the event of loss, theft, accident or any problem relating to the equipment used, you need to report the incident to Strasbourg Mobilités. If it concerns a bike from an automatic docking station, the report must be made within 12 hours of the incident and within 24 hours for a bike from a shop.
If the bike has been stolen, the customer must go to the shop with a copy of the report filed at the police station.
Please note that Strasbourg Mobilités will cash in the guarantee deposit. The deposit will be refunded if the bike is found.
The request for bike rental may be made via the online shop.
The procedure is as follows:
- Connect to our online shop. Please note that online rental will require certain supporting documents to be uploaded (PDF or photo format): copy of identity document, bank account details and proof of residence dated within the last three months.
- When the rental application has been validated, you can go to pick up your bike at your convenience from one of our Vélhop shops by appointment.
For rentals of electric bikes: see the specific section on this FAQ.
The activation email is sent to you on average 10 to 15 minutes after your request. We would also ask you to check your junk mail (spam). If necessary, contact us by email email@example.com
The SEPA Mandate can be downloaded by clicking directly on “SEPA Mandate” at the online payment stage. The document can be completed directly online, there is no need to print it out.
When you apply for a rental or renewal via the online shop, a pre-authorisation will reserve the rental amount on your card. This pre-authorisation may be displayed on your banking application. You will only be debited when the rental application is validated by us.
You can find all of your rental bills directly on your online account, under “My bills”.
You can find your customer number on your rental contracts or in your online account, under “My profile“.
RENTAL IN AN AUTOMATIC STATION
In the case of rental at an automatic station, the issued rental code is valid for 7 days from the date of the purchase receipt.
The guarantee deposit is reserved on your credit card for 7 days after the end of the validity of the code. Please note that for foreign banks, the guarantee deposit can be reserved for a longer period.
The bike can be kept for 3 days, i.e. 72 consecutive hours. If the bike is not returned to the docking station within the time limit, in compliance with the General Sales Conditions, the deposit is cashed in.
Bicycles picked up from a station must always be returned to the station where originally picked up.
It is possible to rent 5 bikes at the same time. We advise you to rent the Vélhop bikes in one of our shops if you wish to rent more than 5 bikes.
1 – Au moment de l’identification sur une station, présentez votre carte d’abonnement (à la place de saisir votre code d’accès) et entrez votre code PIN.
2 – Pour activer votre carte, saisissez ensuite votre code d’accès à 7 chiffres.
3 – Votre carte d’abonnement de transport sera ainsi associée à votre compte utilisateur !
Attention, une fois votre carte d’abonnement de transport associée à votre code d’accès, seule votre carte d’abonnement vous permettra de prendre un Vélhop en station (le code d’accès seul ne sera plus valide).