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Here you will find answers to frequently asked questions and you can contact the service team.

Terms of Use

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F.A.Q.

Registration
  • You must be at least 16 years old.
  • You should be familiar with the rules of the road traffic regulations /StVO).
  • A bank account in SEPA countries, a Mastercard or a VISA is required.
  • You should have valid access to an e-mail address.
Registration takes place 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.
After the successful check, you will be activated as a user.

F.A.Q.

How to use Velocity
First select the station where you want to start the rental process in the map view of the smartphone app. Select the Pedelec you want to rent. In the overview, you can see the respective battery charge status. By confirming the rental via the booking button in the smartphone app, you also confirm the unlocking of the Pedelec. The LED lights at the station then start to flash green. At this point, the running time begins so that you can pull the Pedelec out of the station and start riding.
If the LED lights flash red, please follow the instructions in the app.
Drive to any station with a free slot and push the Pedelec into it. Free slots are indicated by green LED lights. As soon as the Pedelec has been recognised by the station, the LED lights at the station flash green. The bike lock then closes automatically.
Confirm the return in the app. Only after successful return confirmation is the booking ended and the LED lights stop flashing. If no successful return confirmation is received, the booking continues. If the LED lights flash red, the return has failed. In this case, please follow the instructions in the app.
The secure lock must be checked by the user 15 seconds after the return by pulling on the Pedelec.
If there is no free locking unit available at the scheduled return station, you must complete the ride at another return station with a free, working locking unit. If a bike is parked in front of or next to a station because all locking units are occupied, the rental process will continue to be charged.
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.
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.
  • Blue: E-bike is reserved.
  • Green: Locking unit or e-bike is free.
  • Green flashing when borrowing: E-bike can be taken out.
  • Green flashing when returning: E-bike has been returned successfully.
  • Red flashing when borrowing: A problem has occurred. Please follow the instructions in the app.
  • Red flashing during return: The return attempt was not successful and the rental process is continuing. Follow the instructions in the app.
  • Colourless: Locking unit is deactivated and cannot be used when returning the vehicle.
In the smartphone app you will find a map overview that shows each individual station with the respective number of Pedelecs. 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.
Before the start of the rental, it is possible to reserve an Pedelec up to 15 minutes in advance via the smartphone app. To do this, click on the station where you want to start the rental process and select an Pedelec. Then confirm the reservation.
The Pedelecs 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.
We currently offer the basic tariff. The first 30 minutes of your journey are charged at 1.99€. Each additional minute costs €0.09.
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.
The valid prices of a single journey or the tariff options can be found in the respective valid price list. You can find this as an attachment in our General Terms and Conditions.
If automatic renewal is activated, a tariff option is automatically extended by the booked term. You can deactivate the automatic extension at any time. However, it must be deactivated at the latest before the expiry of the booked tariff option if you do not wish to make a new booking and thus cancel the tariff option.

F.A.Q.

Important information about the Pedelecs
    • Until a speed of 25 km/h is reached, the pedalling power is supported by an automatic electric drive. Above this speed, the Pedelec can be accelerated further with muscle power.
    • The motor assistance can be switched on and off via the Velocity smartphone app.
    • The Pedelecs may only be used by a single person whose weight does not exceed 130 kg.
    • A fully charged Pedelec can cover a distance of up to 50 km. The actual range varies depending on temperature, riding style, rider weight and age of the battery, among other factors.
    • The Pedelecs do not have a coaster brake. The front brake is on the left, the rear brake on the right of the handlebar.
  • The motor assistance tempts you to start faster. Therefore, special attention is required.
  • For the safety of the rider, the use of a bicycle helmet is recommended.
  • To avoid injury and damage, fold in the kickstand before starting off.
  • The saddle is height adjustable and should be adjusted to the rider’s height before riding. At the optimum saddle height, the heel is placed on the pedal and the knee is pushed through. If the rider cannot reach the pedal, the saddle must be lowered. If the knee is still slightly bent, the saddle must be set higher.
  • Pedelecs are designed for use on asphalt and paved surfaces and may only be used there.
  • In principle, the rules that apply in road traffic must be observed.
  • Do the front and rear wheels lock when the corresponding brake levers are actuated and cannot the brake levers be pushed down to the grips?
  • Are the grips firmly attached to the handlebars so that they cannot come loose while riding?
  • Can the handlebars not be moved up/down or left/right by pulling or jiggling them?
  • Is the saddle firmly seated in the frame?
  • Does a bright tone sound when the bell is pressed?
  • Can the front and rear tyres only be pressed in slightly by hand and do the tyres show no visible damage?
  • Are the front and rear lights on?
  • Does the bicycle have any other visible defects or damage that could affect road safety?
If the answer to any of the questions is “No”, the bicycle must not be used. In this case, the bicycle must be returned and exchanged for another one.

Rental operations lasting less than one minute will not be charged so that the test can be carried out free of charge. Should the check take longer than one minute, the rental operation will not be charged after consultation with the support team.

F.A.Q.

Liability
If the Pedelec or the station is damaged during use, removal or return, you must inform Velocity immediately.
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.
Velocity must be notified immediately of any defects in the Pedelec that become apparent during the rental period. The notification must be made by telephone or via the smartphone app.
If there is a defect in the Pedelec at the time of collection, you can return the Pedelec to Velocity at the collection station after notifying Velocity of the defect and, if available, borrow another Pedelec.
We will remedy the defect as quickly as possible.
It is important that the loss or theft of the Pedelec is reported to Velocity immediately. Please also contact a police station immediately. The police file number must then be sent to Velocity.

F.A.Q.

Privacy Policy
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.
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.
Necessary personal data is collected and processed for the transaction of business. 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.
You can find the privacy policy here.
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