Here you will find answers to frequently asked questions and you can contact the service team.<\/p>\n
What requirements do I have to fulfil to become a customer?<\/a><\/p>\n How can I register?<\/a><\/p>\n You can register either via our smartphone app or online via the web portal. Personal data will be requested as part of your registration application. A creditworthiness and identity check is then carried out. Velocity then checks the accuracy of the data provided.<\/p>\n After the successful check, you will be activated as a customer.<\/p>\n Can I rent an e-bike even though I am not yet of age?<\/a><\/p>\n Persons aged 16 and over can make an effective application for registration by signing the \u201cVelocity from 16\u201d form by their legal guardian(s)\/legal representative(s). The form must be completed, signed and sent to info@velocity-limburg.nl<\/a> together with a copy of the user\u2019s and legal guardian\u2019s\/legal representative\u2019s identity cards. After a successful check that the data provided is correct, the registration application will be accepted by Velocity.<\/p>\n You can find the \u201cVelocity from 16\u201d form here.<\/p>\n How can I rent an e-bike?<\/a><\/p>\n First, you select the station where you want to start the rental process in the map view of the smartphone app. Then you can choose an e-bike. When you confirm the rental via the smartphone app, you also confirm the unlocking of the e-bike. The LED lights at the station then start flashing green. From this point on, the running time begins, so you can pull the e-bike out of the station and start riding.<\/p>\n How can I return an e-bike?<\/a><\/p>\n The return of an e-bike ends at a station of the Velocity rental system. The e-bike must be inserted into a free and functioning locking unit. As soon as the e-bike has been pushed in, the green LED lights start flashing. After that, the bike lock will close automatically. You must then confirm the return in the smartphone app. Only after this confirmation will the rental process be terminated.<\/p>\n If there is no free locking unit available at the scheduled return station, you must end the ride at another return station with a free, functioning locking unit. If a bicycle is parked in front of or next to a station because all locking units are occupied, the rental process will continue.<\/p>\n How do I know that the rental process has ended?<\/a><\/p>\n The successful return by pushing in the e-bike, closing the bike lock and the return confirmation in the smartphone app are indicated by a green flashing of the corresponding LED lights and a confirmation in the smartphone app.<\/p>\n A different signal from the LED lights, in particular a red flashing or the absence of a signal, means that the return attempt was not successful and the rental process is continuing. In this case, the instructions in the smartphone app must be followed.<\/p>\n What do the different LED colours at the stations mean?<\/a><\/p>\n How do I find an e-bike near me?<\/a><\/p>\n In the smartphone app you will find a map overview showing each individual station with the respective number of e-bikes. You also have the option of viewing the current charging status before the start of the rental. Based on this information, you can estimate the possible range.<\/p>\n Can I reserve an e-bike?<\/a><\/p>\n Before the start of the rental, it is possible to reserve an e-bike up to 15 minutes in advance via the smartphone app. To do this, click on the station where you want your rental to start and select an e-bike. Then confirm the reservation.<\/p>\n Can I park the e-bike outside a station?<\/a><\/p>\n The e-bikes are equipped with locks through which they can also be secured outside the stations for a stopover. Both locking and unlocking is done exclusively via the smartphone app. However, using the lock outside a station does not terminate the chargeable use.<\/p>\n What tariff options are available?<\/a><\/p>\n We currently offer the basic rate for 1.50\u20ac per 30 minutes. There is also a monthly subscription available: with the Velo30 rate, the first 30 minutes of the ride are included. After that, the basic rate is charged at 1.50\u20ac per 30 minutes.<\/p>\n Is the fare dependent on the distance travelled?<\/a><\/p>\n No. The distance is not counted from the time of collection. Only the time between the time of collection and the time of return is counted.<\/p>\n What do I do, if I cause damage?<\/a><\/p>\n If the e-bike or even the station is damaged during use, removal or return, you must inform Velocity immediately.<\/p>\n What should I do after an accident?<\/a><\/p>\n In the event of an accident involving personal injury or in the event of an accident involving a third party, both the police and Velocity must be informed immediately.<\/p>\n What should I do if I notice a defect?<\/a><\/p>\n Velocity must be notified immediately of any defects in the e-bike that become apparent during the rental period. The notification must be made by telephone or via the smartphone app.<\/p>\n If there is a defect in the e-bike at the time of collection, you can return the e-bike to Velocity at the collection station after notifying Velocity of the defect and, if available, borrow it in exchange for another e-bike.<\/p>\n We will remedy the defect as quickly as possible.<\/p>\n My rented e-bike has been stolen, what should I do?<\/a><\/p>\n It is important that the loss or theft of the e-bike is reported to Velocity immediately. Please also contact a police station immediately. The police file number must then be sent to Velocity.<\/p>\n What data is stored?<\/a><\/p>\n In principle, only the registration and deregistration location of each journey is stored. This data is used for billing and optimisation of the services offered.<\/p>\n With regard to the details and scope of the collection, storage and processing of personal data, please refer to the data protection declaration available on the Velocity homepage.<\/p>\n How do you handle my data?<\/a><\/p>\n Necessary personal data is collected and processed for business transactions. When processing your personal data, Velocity complies with the applicable legal provisions, in particular the provisions of the EU General Data Protection Regulation and the Federal Data Protection Act.<\/p>\n Where can I find the privacy policy?<\/a><\/p>\n You can find the privacy policy here.<\/p>\n
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\nCustomer service\t\t\t\t\t<\/a><\/h4>\nF.A.Q.<\/h2>\n
Registration<\/h5>\n
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F.A.Q.<\/h2>\n
How to use Velocity<\/h5>\n
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F.A.Q.<\/h2>\n
Liability<\/h5>\n
F.A.Q.<\/h2>\n
Privacy policy<\/h5>\n