If your bike is stolen or goes missing, you are responsible for stopping the billing and reporting the disappearance. You can do this yourself directly in the app.
🚩 Step 1: End your rental
You can end your rental yourself, even if the bike is not with you. This stops the "active time" charges immediately.
Open the App: Tap on your active rental.
Select "End Rental": The app will attempt to connect to the bike.
Confirm Absence: When the app asks if you are with the bike, select "No."
Pinpoint Location: The app will ask you to mark the exact location where you last saw or parked the bike.
Confirm: Follow the prompts to finalize the end of the rental.
💰 Step 2: Understand the Financials
Ending the rental stops the clock, but you remain liable for the vehicle's safety until it is recovered. If the bike is not found within 30 days, a Lost Bike Fee will be applied.
Vehicle Type | Fee WITHOUT Insurance | Fee WITH Insurance |
Mechanical Bike | Up to €900 | Up to €50 |
E-Bike | Up to €2,000 | Up to €100 |
Cargo Bike | Up to €2,000 | Up to €100 |
E-Cargo Bike | Up to €4,000 | Up to €200 |
🛡️ Pro-Tips for Protection
Check Membership: Memberships usually have theft insurance already included.
Insurance Timing: Insurance can only be added before you start a booking.
Liability: Your liability only fully ends once our team confirms the bike is safely recovered.