How can we help you?

Find the digital version of the user manual for our various models of electric-assist bicycles by clicking on the following links:

• User Guide for the Classic Electric-Assist Bicycle
• User Guide for the Electric-Assist Cargo Tricycle
• User Guide for the Electric-Assist Two-Wheeled Cargo Bike
• User Guide for the Extended Electric-Assist Bicycle
• User guide for the mechanical bike
• User guide for the folding bike
• User guide for the low-seat bike
• User guide for the Tricycle
• User guide for the Adult-child tandem
• User guide for the two-position tandem
• User guide for the side by side tandem
• User guide for the low-handlebar tricycle
• User guide for the tricycle with handrail
• User guide for the wheelchair cargo bike

This procedure applies to the following models :

• First‑generation electric‑assist classic bike
• Long electric‑assist biporteur
• Electric‑assist longtail
• Electric‑assist tricycle

Please follow the instructions below and send the requested information to our Customer Service Center:

Note the date, time, and location of the battery swap;

Leave a note with your phone number inside the phone compartment of the Véligo bike from which the battery was removed so that the user can contact you and arrange for the return;

Take a photo of the note you’ve attached, as well as the 12-digit Bicycode number of the Véligo bike in question. This number is located on the sticker containing the barcode that begins with 500255XXXXXX or BCXXXXXXXX, which is on the frame near the seat (not under the pedals). If the bike’s number has been erased, please take the photo anyway;

A special investigation may be conducted if, and only if, ALL OF THE INFORMATION listed above is provided when you contact our Customer Service Center. We will notify you via text message, and this investigation will be conducted within 5 business days of the relevant department receiving the information.

Furthermore, for confidentiality reasons and in accordance with the GDPR (General Data Protection Regulation), we are unable to provide you with the contact information of the user of the bike on which you placed your battery. We will contact them via text message and/or phone so that they can get in touch with you, subject to your consent, as soon as we receive ALL the details specified above.

Please note that if one of our customers calls our Customer Service Center to discuss this situation, we will link their inquiry to your case.

Please follow the instructions below and send the requested information to our Customer Service Center:

• Note the date, time, and location of the battery swap;
• Leave a note with your phone number inside the phone compartment of the Véligo bike from which the battery was removed so that the user can contact you and arrange for the return;
• Take a photo of the note you’ve attached, as well as the 12-digit Bicycode number of the Véligo bike in question. This number is located on the sticker containing the barcode that begins with 500255XXXXXX or BCXXXXXXXX, which is on the frame near the seat (not under the pedals). If the bike’s number has been erased, please take the photo anyway;

A special investigation may be conducted if, and only if, ALL OF THE INFORMATION listed above is provided when you contact our Customer Service Center. We will notify you via text message, and this investigation will be conducted within 5 business days of the relevant department receiving the information.

Furthermore, for confidentiality reasons and in accordance with the GDPR (General Data Protection Regulation), we are unable to provide you with the contact information of the user of the bike on which you placed your battery. We will contact them via text message and/or phone so that they can get in touch with you, subject to your consent, as soon as we receive ALL the details specified above.

Please note that if one of our customers calls our Customer Service Center to discuss this situation, we will link their inquiry to your case.

Once the investigation is complete:

• If the battery is found, your subscription will remain unchanged, payment for the remaining rental months will continue, and you will keep the bike until the original rental end date.
• If the battery is not found, you may cancel your subscription through our services (which will stop any remaining automatic payments and arrange for the return of the bike) OR you may submit a maintenance request using the online form accessible from your customer portal to obtain a new battery (the bike must be returned by the original rental end date). In both cases, you will be responsible for the cost of the battery (€312). Finally, you must explicitly state your preference with our Customer Service Center.

Please note that if you have purchased insurance, the insurer reserves the right not to cover the theft or loss of your battery resulting from this mix-up. However, we encourage you to contact your personal insurance provider to see if they might cover this charge.

If the battery is found, your subscription will remain unchanged, payment for the remaining rental months will continue, and you will keep the bike until the original rental end date.

If the battery is not found, you may cancel your subscription through our services (which will stop any remaining automatic payments and arrange for the return of the bike) OR you may submit a maintenance request using the online form accessible from your customer portal to obtain a new battery (the bike must be returned by the original rental end date). In both cases, you will be responsible for the cost of the battery (€312). Finally, you must explicitly state your preference with our Customer Service Center.

Please note that if you have purchased insurance, the insurer reserves the right not to cover the theft or loss of your battery resulting from this mix-up. However, we encourage you to contact your personal insurance provider to see if they might cover this charge.

Yes, the Île‑de‑France Mobilités app is available and allows you to subscribe directly to the Véligo Location service.

It also helps you plan your trips and choose the most suitable routes for your bike journeys.

During setup, the battery is electronically paired with the bike that was delivered to you. This applies to the following models:

• Standard e-bike
• Long two-wheeled e-bike
• Short electric-assist Biporteur
• Extended electric-assist model
• Electric-assist Triporteur

As a result, your bike will only work with the battery provided upon delivery and will shut off after a few seconds if you use a different battery. Do not accidentally swap your battery with a friend or family member, and do not purchase a battery from a retailer.

If you swap your battery by mistake, the bike on which it was mistakenly installed will be locked.

To unlock it, the subscriber to whom the bike was assigned must reinstall the original battery and then turn on the bike’s display (control screen) twice as follows:

• Turn on the display
• The display will turn off
• Turn the display back on

If this does not resolve the issue, please contact our customer service center at 0800 10 20 20 or via our contact form.

Please verify that this is indeed the battery you were given.

If so, to unlock your bike, you’ll need to reinstall the original battery on the bike assigned to you and then turn on the bike’s display (control screen). If the display turns off, you’ll need to turn it on a second time.

If that doesn’t work, please contact our customer service center at 0 800 10 20 20 or via our contact form.

The current fleet of standard Véligo Location bikes will be gradually replaced over the next few years. The model currently available has the same technical specifications as the future model, and each bike is fully serviced between rentals to ensure that all our customers have a bike that guarantees an excellent user experience.

The new e-bikes are reserved for customers who selected pickup at a Maison du Vélo location when they signed up (while supplies last).

To view the list of Maison du Vélo locations, please check our interactive map.

All repair requests must be submitted through the Véligo Location maintenance department. To submit a maintenance request, log in to your customer account.

Your appointment will take place at the address of your choice. You can reschedule or cancel the service call up to 24 hours before the appointment time (for example, if you have an appointment on Thursday at 10 a.m., you must cancel by Wednesday before 10 a.m.). The service call cannot be canceled less than 24 hours before the scheduled time. If you do not show up for the scheduled appointment, the service call will be canceled after a 20-minute wait, and you will be charged a flat fee of €23. You will then need to reschedule an appointment.

DIY repairs or repairs performed outside our network are not permitted and remain the customer’s responsibility. Véligo Location will not cover any repairs performed under these conditions. However, upon recommendation by the maintenance department, you may be advised to visit one of our authorized partners.

See the repair price list

If a quick repair is not possible, we offer a bike replacement under certain conditions specified in Article 7.5 of our Terms of service.

For more information, please contact our Customer Service Center by phone at 09.69.36.96.30, Monday through Friday from 8:30 a.m. to 7:00 p.m. and Saturday from 8:30 a.m. to 6:30 p.m.

• If you have a standard bike:

Your bike comes with an anti-theft chain and a battery lock cylinder. If you lose one of your e-bike keys, you must order a replacement key using the following link: replace my bike key

You will need the number engraved on the key. When placing your order, select the “SOL” key.

If you lose both keys, you must submit a maintenance request through your customer portal to request a replacement of the wheel lock and battery cylinder.

• If you have a cargo bike:

If you lose the keys to your VCAE, a duplicate set of keys can be sent to your home, limited to one replacement per rental. To do this, you must submit a request to our customer service center via the following page: Contact Us

Please note for Sharelock policyholders (“Zen” or “Zen+” plans): If your bike is stolen and not all of the provided keys are returned (2 keys for standard e-bikes and 4 keys for cargo bikes), the insurer reserves the right to deny coverage for your claim.

You will be billed for key duplication according to Appendix 2: Repair and Penalty Fee Schedule in our Terms of Service.

The user may exercise their right of withdrawal within the first 14 days of the rental. In the event of withdrawal within 14 calendar days following the date the bike was delivered, the user will receive a full refund of the payment made (excluding any delivery fees paid for delivery to the address chosen by the user). Subsequent rental months will not be charged.

Please note: The user has 14 days from the date they decide to withdraw to return the bike.

The refund of the first monthly payment and the cancellation of future payments will be processed as soon as the bike is returned.

The refund will be issued via SEPA transfer to the account provided at the time of subscription, no later than fourteen days after the bicycle and accessories are returned. A user who has exercised their right of withdrawal will not be eligible to rent the bicycle a second time.

You may exercise your right of withdrawal:

• by phone at 0 800 10 20 20
• or by email at the following address: [email protected]
• or by filling out the withdrawal form below: Sample Withdrawal Letter
• or with the “Withdraw” button available in the “Account” section of your customer area

If you exercise your right of withdrawal, you must return the bike along with any accessories that may have been rented. More information HERE.

Véligo Location is a public transportation service, and your employer may cover at least 50% of the cost of your pass, just as with the Navigo pass. For example, a monthly VAE Classique pass would cost you €22 (including tax) instead of €44 (including tax). See all our rates. (https://www.veligo-location.fr/nos-tarifs)

Urssaf specifies the terms for reimbursing public transportation costs:

• Employer contribution toward public transportation costs is mandatory.
• The employer (whether in the private or public sector) must cover 50% of the cost of the passes purchased by its employees for the entire journey between their usual residence and their workplace, traveled via public transportation services, even if multiple passes are required to complete this journey (e.g., train + bus). This also applies to public bike-sharing services.
• You can therefore receive reimbursement for both Véligo Location and the Navigo pass if you can demonstrate the need to use your bike to connect to another mode of transportation, such as the RER. Otherwise, you will need to choose between your Navigo reimbursement and your Véligo Location reimbursement.

To receive this reimbursement, submit your Véligo Location order summary to your employer.

The price of your rental depends on the type of bike you choose (standard, folding, mechanical, cargo, or adapted) and the rental duration—whether short-term or long-term.

Discounted rates are available depending on your circumstances: student rates, solidarity rates, or use of a loop-based bike-sharing service certified by Île-de-France Mobilités.

👉 Find all rates and options on our dedicated page.

Third-party payers are permitted for minor/student subscribers and for users who can provide proof of a family relationship (family register, joint bank account, cohabitation). Proof is required in all cases where the bank account information is not in the user’s first and last name.

Without proof, the user must provide bank account information in their own name.

If a single IBAN is used by multiple subscribers, a single monthly direct debit will be processed for all rental agreements.

To rent a Véligo bike, the process varies depending on the type of model you choose.

👉 For standard e-bikes, folding bikes, mechanical bikes, or custom cargo bikes:

• Create an account on Île-de-France Mobilités Connect
• Choose the bike model that suits you
• Select your rental duration and options (accessories, insurance, delivery)
• Submit the required documentation to finalize your subscription
• Once your registration is approved, you’ll receive your bike at the address of your choice or at a rental location

If you prefer, you can also complete your subscription directly at a Maison du vélo, with the help of a mobility advisor.

👉 For adapted models:

• From the bike’s product page, schedule an appointment at a Maison du vélo to undergo a personalized mobility assessment
• Test ride the various adapted models with an occupational therapist to identify the one that best suits your needs
• Once you’ve chosen a model, finalize your subscription at Maison du vélo or later online if you need more time to decide
• Take your bike home immediately or request free home delivery later through your customer account

Discover adapted bikes

When you sign up for a long-term subscription, we accept payment by credit card or check.

Subsequent monthly payments are made via SEPA direct debit; we only accept IBANs from banks domiciled in Europe.

The sign-up process and payment by check can only be completed at Maison du Vélo. Customers must bring the following:

• a valid form of identification valid for the duration of the rental
• proof of address dated within the last 3 months (residence or workplace in the Île-de-France region)
• proof of eligibility for a discount (for eligible individuals)
• bank account information in the subscriber’s full name (except for minors)

How is the first payment calculated?

The first and last invoices are calculated on a pro-rata basis for the number of rental and insurance days, based on the actual period of use. Subsequent monthly payments will be charged on the 2nd of each month. Options (delivery to your address, helmet, training) are paid in a single installment.

Example: My options total €59 (€44/month for rental + €15 for insurance)

I pick up my bike on 01/15/2026, and the last day of January is the 31st. --> 16 days

For my first bill, I will be charged for only 16 days, or €30.46

For my last bill, I will be charged for 15 days (from 01/01/2026 to 15/01/2026), or €28.54.

The user may also cancel their subscription between the 15th and the 30th or 31st calendar day following the date the bike was picked up. If the bike is returned between the 15th and the 30th or 31st calendar day following the date of pickup, the user is only required to pay for the first month of rental. This option is limited to rentals of e-bikes, hybrid e-bikes, and adapted bikes.

Beyond the first 30 or 31 calendar days following the delivery of the bicycle, no refund will be issued if the user returns the bicycle early. The user will be fully liable for the current month and any remaining months, including, where applicable, the rental of accessories and insurance.

The contract may only be terminated after the first 30 or 31 calendar days following the delivery of the bicycle in certain exceptional cases, such as death, moving out of the Île-de-France region, a job transfer outside Île-de-France, job loss, or disability. To do so, you must provide us with supporting documentation for these situations.

Users who have exercised their right to cancel will not be eligible to rent a bike a second time.

You can exercise your right to cancel:

by phone at 0 800 10 20 20 or by email at the following address: [email protected]

If you exercise your right to cancel, you must return the bike along with any accessories that may have been rented. More information HERE.

Rates vary depending on the bike model selected and the rental duration. The theft and damage insurance is included in the rental price for all short‑term bike rentals. A security deposit is also required when the bike is picked up.

Short-term rental rates - Standard e-bike

• Half-day rate (4 hours): 20€
• Reduced half-day rate (4 hours): 10€
• Full-day rate: 30€
• Reduced full-day rate: 15€

Short-term rental rates - non-electric bikes

• Half-day rate (4 hours): €7
• Reduced half-day rate (4 hours): €3.50
• Full-day rate: €8
• Reduced full-day rate: €4

Bikes can only be picked up at a permanent Maison du vélo location throughout the Île-de-France region.

When you pick up your bike, an advisor will verify your documents, provide you with your accessories, and explain how to use the bike properly so you can get started quickly and safely.

In the event of a breakdown or technical problem with your bike during your short-term rental, you must return to the Maison du vélo where you picked up the bike.

You can rent up to 5 bikes at a time.

This makes it easy to accommodate group needs: outings with family or friends, or occasional trips with a group.

To rent a bike for a short period, you must present:

• a valid form of identification
• proof of eligibility for a reduced rate, if applicable

These documents allow us to process your rental on-site and ensure that the bike is made available to you.

We offer two types of bikes for short-term rental:

- The classic e-bike, perfect for effortless urban rides

- The traditional bike, ideal for short trips or a bit of exercise

These bikes are designed for easy riding around town and on the bike paths of the Île-de-France region.

In addition to the bike, and for the same rental period, you can rent one or more accessories:

• Adult and children's helmets
• Bike bag
• Child seat
• Minor repair kit (free)

Short-term rentals of Véligo bikes are flexible:

• minimum rental period: 4 hours (half a day)
• maximum rental period: up to 7 consecutive days

This option meets a variety of travel needs, whether for a few hours, a full day, or a long weekend.

As a general rule, the bike must be returned to the Maison du vélo where it was picked up, during business hours, without an appointment.

Yes, you can transport a child using a compatible child seat, which is available as an accessory.

This service allows you to safely adapt your short-term rental for family trips.

To meet the different needs of cyclists, we offer four ranges of bicycles:

• electric‑assist bikes (VAE)
• mechanical bikes
• electric‑assist cargo bikes (VCAE)
• adapted bikes, with or without electric assistance

These ranges cover a wide variety of uses: daily commuting, transporting children, carrying loads, or meeting specific mobility needs.

Discover our full range of bikes.

Yes! You can subscribe to the Véligo Location service multiple times, but only to try different models. It is not possible to rent the same model twice: each new subscription must be for a different bike. For adapted models, rental is subject to approval from an occupational therapist.

At the end of your rental, to start a new one, you must have returned the previously rented bike and have no outstanding payments.

You can then log in to your Île-de-France Mobilités Connect account and click on “Renew Subscription.”

To meet the diverse needs of cyclists, we offer four models of electric bikes for rent: a classic model, a two-wheeled cargo bike, a three-wheeled cargo bike, and an extended model. These new electric bikes are a practical alternative to cars for transporting children and/or your everyday items (groceries, sports gear, work supplies, etc.).

Discover our different bike models.

You're really eager to ride your bike for miles—great! However, the service is intended for residents of the Île-de-France region for everyday travel. Bikes must therefore remain within the Île-de-France region, except for folding bikes!

Professional Line

Véligo Location offers a line of electric bikes designed for professionals. Visit our business section to learn more.

Individual Line

We prohibit the use of our consumer-line bikes for professional purposes. When a user signs up, they agree to use the electric bike exclusively as a private individual.

To better regulate the use of our bikes, we monitor the distances traveled and the number of trips made per bike.

We consider traveling more than 600 kilometers over a 15-day period to constitute intensive use of the Véligo, which is incompatible with the intended use as outlined in the terms of service. For the same reason, the number of trips is limited to 10 per day, with an average of 5 km per trip.

Bicycle use is considered professional if we observe any of the following situations:

• Exceeding the maximum distance limit (i.e., 600 km per 15-day period)
• Completing more than ten (10) trips per day, AND an average of less than five (5) km per trip, AND using the Véligo more than five (5) days per week

In the above cases, we reserve the right to disable the electric assist and immediately terminate the contract.

To make it easier for travelers to park their bikes near train stations, Île-de-France Mobilités is rolling out a bike parking service throughout the region.

There are two types:

• Open-access (free) and covered areas, equipped with a 3-point bike locking system for secure parking.
• Locked and secure lockers, accessible with a Navigo pass or a transit pass. Most of these areas are also equipped with video surveillance. Some lockers also offer charging stations for electric bikes, lockers, and/or air pumps.

Find all the information about bike parking facilities here.

Check the interactive map to find an Île-de-France Mobilités bike parking facility near your train station or transit station and sign up for a locker.

The bikes are not for sale; they are available exclusively for rent to residents of the Île-de-France region. Indeed, the primary goal of Véligo Location is to:

• enable all residents of the Île-de-France region who wish to do so to try out e-bikes over an extended period,
• and to facilitate, in the long term, the transition to this mode of transportation throughout the Île-de-France region.

The bikes therefore remain the property of Île-de-France Mobilités. But rest assured: models available from several French manufacturers offer the same key features as our bikes. And if you’re interested in purchasing one, don’t forget that purchase subsidies are available, depending on where you live or your personal circumstances.

Our bikes are designed to let you experience electric mobility in the Île-de-France region and are suitable for a wide range of riders. To check the size compatibility of our models, please refer to the product page for the bike you’re interested in.

For larger sizes, we can provide a longer seatpost for greater comfort. If needed, you can contact our Customer Service Center by phone at 0 800 10 20 20.

If you have any questions or need advice on electric bikes, feel free to visit one of our events to test ride our models. Booking a free test ride is easy—simply select a time slot from those listed on our appointment form.

Véligo Location is a limited-time offer that lets you discover and try out a new way to get around every day by renting a bike for an extended period. You can test up to 20 different models of regular or electric bikes. At the end of the rental period, if you like this mode of transportation, you can purchase your own electric bike with complete peace of mind!

Check out our page dedicated to bike purchase incentives!

Depending on the model you wish to rent:

• Classic electric-assist bike: 6-month subscription renewable once for 6 months, or 9-month subscription renewable once for 3 months, or 12-month non-renewable subscription—your choice.
• Non-electric bike: 6-month subscription renewable once for 6 months, or 9-month subscription renewable once for 3 months, or 12-month non-renewable subscription—your choice
• Folding bike: 3-month subscription, renewable twice for 3 months
• Long two-wheeled cargo bike, short two-wheeled cargo bike, three-wheeled cargo bike, and extended three-wheeled cargo bike with electric assist: 3-month subscription, renewable twice for 3 months
• Adapted bikes: 3-month subscription, renewable twice for 3 months

Yes, when you start a new subscription for a different bike model, you can choose one of the available insurance plans.

First of all, we recommend that you always remove the battery when your bike is parked.

Battery theft is covered only by the “Sérénité” plan from the insurer Sharelock for standard e-bikes and cargo e-bikes.

• Report the battery theft via the app or on the website of Sharelock within 2 business days.
• File a theft report with the police within 48 hours of becoming aware of the incident. You can do so at the following link: Online Report
• Also submit a maintenance request using our online form, accessible from your Véligo account under the “My Maintenance” section (only for battery replacement requests).

The following supporting documents must be submitted via your Sharelock account:

• The completed police report (a preliminary report is not accepted)
• The deductible invoice (available in the Véligo Location customer portal 15 days after reporting the incident)
• Proof of payment of the deductible (bank statement or transfer confirmation)
• A sworn statement
• Maintenance service report received via email

The claim must be finalized within 45 days of being opened. If this deadline is exceeded, the insurance company reserves the right to refuse coverage for your claim. The amount of €450 corresponding to the battery will be debited directly from your account by Véligo Location, minus the deductible already paid (€200 deductible).

All specific terms and conditions of Sharelock insurance

These incidents are covered for standard Véligo e-bikes under the “Basic” and “Serenity” plans. For cargo Véligos, these incidents are covered under the “Serenity” plan.

• Report partial theft or vandalism via the app or on the website of Sharelock within 2 business days.
• File a police report within 48 hours of becoming aware of the incident. You can do so at the following link: Online Police Report
• Also submit a maintenance request using our online form, accessible from your Véligo account under the “My Maintenance” section, to initiate the necessary repairs.

For your information, partial theft does not include the theft of non-fixed bicycle accessories such as helmets, panniers, or seats and cushions.

The deductible is €50 (excluding battery theft).

The following supporting documents must be submitted via your Sharelock account:

• The completed police report (a preliminary report is not accepted)
• The deductible invoice (available in the Véligo Location customer portal 15 days after the claim is filed)
• Proof of payment of the deductible (bank statement or transfer)
• A sworn statement
• Maintenance service report received via email

The claim must be finalized within 45 days of being opened. If this deadline is exceeded, Véligo Location will deduct the cost of repairs directly from your account, minus any deductible already paid.

Theft of the battery separate from the bike is covered for Véligo Classic and Cargo e-bikes under the “Sérénité” plan. The deductible is €200. If the 45-day deadline is exceeded, the amount of €450 corresponding to the battery will be debited directly from your account by Véligo Location, minus the deductible already paid.

All specific Sharelock insurance terms and conditions

In the event of theft, your bike’s accessories (battery, battery bag, battery charger, and both keys) must be returned to one of the following locations:

At our partner locations in:

• Paris 75012, Vélo Vélo – 41 rue de Lyon 75012 Paris:

Monday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Tuesday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Wednesday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Thursday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Friday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Saturday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Sunday: Closed

• Paris 75019, Association Valentin Hauy – 62 rue Petit 75019 Paris

Monday: 8:00 a.m. to 12:00 p.m. – 1:00 p.m. to 4:00 p.m.

Tuesday: 8:00 a.m. to 12:00 p.m. – 1:00 p.m. to 4:00 p.m.

Wednesday: 8:00 a.m. to 12:00 p.m. – 1:00 p.m. to 4:00 p.m.

Thursday: 8:00 a.m. to 12:00 p.m. – 1:00 p.m. to 4:00 p.m.

Friday: 8:00 a.m. to 12:00 p.m. – 1:00 p.m. to 4:00 p.m.

Saturday: Closed

Sunday: Closed

Please come directly to the location during the time slots listed above with your SOV_XXXXXX.

An inventory of the returned accessories will be conducted with the partner, and a return confirmation form will be prepared on-site for you to sign, confirming that the accessories have been returned in good condition. Please carefully review all the information on this document before signing it. Once this receipt has been signed and approved, no changes will be possible.

An invoice will also be issued if any damage is found at the partner’s location.

For Sharelock policyholders: this return form is required for your insurance claim. If you do not return the 2 keys (or 4 keys for cargo bikes), the insurer reserves the right to deny coverage for your claim.

If this is your first theft claim:

You must first pay the value of the bike.

Starting from the date you report the theft in your customer portal, you have 14 days to let us know if your stolen bike is recovered. Once this period has passed, you will be notified by email that your invoice is available in your customer portal. You must submit it to your Sharelock insurance provider.

Once Sharelock has approved your claim, a “Renew Subscription” button will appear the next day in your customer portal, provided your payments are up to date. You will be notified by email of your right to renew your subscription for the same plan you originally chose or for a new plan that includes mandatory insurance. You have 60 days from the date you receive the email to renew.

If this is your second theft:

In this case, you can no longer sign up for a new subscription.

If it has been less than 14 days since you first reported the theft:

If you reported a bicycle theft when it was actually only a partial theft (e.g., battery, wheel):

• Go to the “Theft” section of your customer portal
• Click on “I found my bike”
• Submit a maintenance request in your customer account to report the stolen parts of your bike

If you made a mistake when reporting the theft of your bike (with or without the battery):

• Go to the “Theft” section of your customer account
• Click on “I’ve found my bike”
• Resubmit your theft report with the correct reason

If more than 15 days have passed since your initial theft report:

• Contact our customer service center at 09-69-36-96-30 or via our contact form to request a correction to your report (if the theft did not include the battery, the customer must provide the customer service center with the accessory return form).

This feature applies only to bikes without batteries. You can take a photo of your bike using the “Park Me” feature in the Sharelock app, available on Google Play and the App Store. The photo serves as proof of parking and is valid for 24 hours.

The photo must clearly show the lock securing the bike frame to the fixed point.

To access this feature:

• Tap the “Park Me” button when you want to take a photo for insurance purposes
• Select the bike you want to park
• Then take your photo

First of all, we recommend that you always remove the battery when your bike is parked.

Battery theft is covered only by the “Sérénité” plan from the insurer Sharelock for standard e-bikes and cargo e-bikes.

• Report the battery theft via the app or on the website of Sharelock within 2 business days.
• File a theft report with the police within 48 hours of becoming aware of the incident. You can do so at the following link: Online Report
• Also submit a maintenance request using our online form, accessible from your Véligo account under the “My Maintenance” section (only for battery replacement requests).

The following supporting documents must be submitted via your Sharelock account:

• The completed police report (a preliminary report is not accepted)
• The deductible invoice (available in the Véligo Location customer portal 15 days after reporting the incident)
• Proof of payment of the deductible (bank statement or transfer confirmation)
• A sworn statement
• Maintenance service report received by email

The claim must be finalized within 45 days of being opened. If this deadline is exceeded, the insurance company reserves the right to refuse coverage for your claim. The amount of €450 corresponding to the battery will be debited directly from your account by Véligo Location, minus the deductible already paid (€200 deductible).

All Sharelock insurance terms and conditions

Accidental damage and vandalism are covered for standard and cargo Véligo e-bikes under the “Sérénité” plan.

• Report the damage via the app or on the website of Sharelock within 2 business days.
• Also submit a maintenance request using our online form, accessible from your Véligo account under the “My Maintenance” section, to initiate the necessary repairs.

The deductible is €50.

The following supporting documents must be submitted via your Sharelock account:

• The deductible invoice (available in the Véligo Location customer portal 15 days after reporting the claim)
• Proof of payment of the deductible (bank statement or transfer)
• A sworn statement
• Maintenance service report received via email

The claim must be finalized within 45 days of being opened. If this deadline is exceeded, the cost of repairs will be deducted directly from your account by Véligo Location, minus the deductible already paid.

All Sharelock insurance terms and conditions

We advise you not to use the recovered bike until our team has taken action. If you use it despite our recommendation, you assume full responsibility for any negative consequences or problems that may arise.

If it has been less than 14 days since you first reported the theft:

You have 14 days from the date you reported the theft in your customer account to withdraw your report if you find your bike:

• Go to the “Theft” section of your customer account
• Click on “I found my bike”
• Contact our customer service center to let us know whether you wish to continue your rental or not

If your initial theft report was filed more than 15 days ago:

• Contact our customer service center at 09-69-36-96-30 or via our contact form to report that your bike has been found and to let us know whether you wish to continue your rental or not
• Complete your theft report with Sharelock in accordance with the insurance policy; the deductible of €200 for a simple theft or €450 for a theft involving a removed battery will not be reimbursed.

We advise you not to use the recovered bike until our team has taken action. If you use it despite our recommendation, you assume full responsibility for any negative consequences or problems that may arise.

If it has been less than 14 days since you first reported the theft:

You have 14 days from the date you reported the theft in your customer account to withdraw your report if you find your bike:

• Go to the “Theft” section of your customer account
• Click on “I found my bike”
• Contact our customer service center to let us know whether you wish to continue your rental or not

If more than 15 days have passed since you first reported the theft:

• Contact our customer service center at 09-69-36-96-30 or via our contact form to report that you’ve found your bike and to let us know whether you wish to continue your rental or not
• Complete your theft report with Sharelock in accordance with the insurance policy; the deductible of €200 for a simple theft or €450 for a theft involving a removed battery will not be reimbursed.

Report the theft within 2 business days by email to the following address: [email protected], including the following information:

• The theft of my bike: with/without battery
• Date of theft
• Stolen accessories

Circumstances at the time of the incident, including who was riding the bike (second rider / passenger, etc.):

This report automatically terminates your subscription, disables the electric assist, and stops your automatic payments on the 15th day following the date of the report. For days when the bike was not used, a pro-rated refund will be issued provided you have no outstanding payments.

1. File a theft report with the police as soon as possible after becoming aware of the incident. (You can fill out your preliminary report here)
2. Return your accessories (battery, battery bag, charger, and the two or four keys) to our partners located at:

• Paris 75012, Vélo Vélo – 41 rue de Lyon, 75012 Paris:

Monday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Tuesday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Wednesday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Thursday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Friday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Saturday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Sunday: Closed

• Paris 75019, Association Valentin Hauy – 62 rue Petit, 75019 Paris

Monday: 8:00 a.m. to 12:00 p.m. – 1:00 p.m. to 4:00 p.m.

Tuesday: 8:00 a.m. to 12:00 p.m. – 1:00 p.m. to 4:00 p.m.

Wednesday: 8:00 AM to 12:00 PM – 1:00 PM to 4:00 PM

Thursday: 8:00 AM to 12:00 PM – 1:00 PM to 4:00 PM

Friday: 8:00 AM to 12:00 PM – 1:00 PM to 4:00 PM

Saturday: Closed

Sunday: Closed

Please come directly to our location during the hours listed above with your SOV_XXXXXX (at the time of your visit, a receipt will be issued confirming the successful return of the accessories; please keep this receipt.)

The invoice for theft may be reduced by the value of the returned battery, provided it is returned in good condition and in compliance with specifications.

If the battery is returned damaged but repairable, you will be charged €113 (including tax). This is because when the battery head—which serves as the “handle”—is broken, the entire upper section of the battery must be replaced.

However, if the battery is returned damaged and beyond repair, you will be billed the full amount. The battery costs €260 for all bike models, except for adapted models, where the price is €650.

The invoice will be issued on the 15th day following the date you reported your bike stolen. The invoice, which shows the total cost of the theft, can be found in your customer account. You will be charged starting on the due date listed on the invoice.

If a bike with a battery is stolen, you will be billed the full amount for the value of both the bike and the battery.

If you would like to be charged before the due date listed on the invoice, please contact [email protected] and include your user number.

If you are currently renting a bike:

• Submit a maintenance request using our online form, which you can access from your Véligo Location customer portal under the “My Maintenance” section. Your invoice will be available in your customer portal 8 days after your maintenance service.

If you are returning your bike:

• Return your bike and its accessories in their current condition. Any missing items will be noted in the end-of-rental report by the carrier. This report will be available in your customer portal within 24 hours. You will be charged starting on the due date indicated on the invoice.

Installment payments are not available with Véligo Location. However, if your invoice is returned to us as unpaid, you will be contacted by our service provider, Weneo, to arrange a personalized payment plan. Please note that this may result in additional fees.

If this is your first theft:

You must first pay the value of the bike.

Starting from the date you report the theft in your customer portal, you have 15 days to let us know if your stolen bike is found.

Thirty days after the date you reported the theft, a “Renew Subscription” button will appear in your customer portal, provided you have paid the invoice for the bike. You will be notified by email of your right to renew your subscription for the same plan you originally selected or for a new plan. You have 60 days from the date you receive the email to renew your subscription.

If you paid your invoice before the 30-day deadline, you can contact our customer service center to request to renew your subscription before that deadline.

If this is your second theft:

You are liable for the value of the bike and will no longer be able to sign up for a new subscription.

We advise you not to use the bike until our staff has responded. If you use it despite our warning, you will be legally liable. Véligo Location assumes no liability.

To report that your bike has been found, please contact our Customer Service Center.

Yes, when you sign up for the second time, you can choose an insurance plan from among those offered: Insurance Plans

If you are currently renting a bike:

• If you wish to continue your rental: submit a maintenance request through your Véligo Location customer portal
• If you wish to cancel your contract: contact our customer service center at 09-69-36-96-30 or via our contact form

If you are returning your bike:

Return your bike and its accessories in their current condition. The carrier will note any missing battery in the end-of-rental report. This report will be available in your customer portal within 24 hours. You will be charged starting on the due date indicated on the invoice.

If it has been less than 14 days since you first reported the theft:

If you reported a bicycle theft when it was actually only a partial theft (e.g., battery, wheel):

Contact the Customer Service Center at 0 800 10 20 20 so they can update my theft report

Contact my insurer, Sharelock (if I’m insured), to update my claim

Submit a maintenance request through my customer portal to report the stolen parts of your bike

If there was an error in the theft report—with or without the battery:

Contact the Customer Service Center at 0 800 10 20 20 or by email at [email protected] to have my theft report amended

Contact my insurer, Sharelock, if I am insured, to amend my claim

If more than 15 days have passed since the date of your initial theft report:

Contact our Customer Service Center at 0 800 10 20 20 or via our contact form (if the theft did not involve the battery, the customer must provide the Customer Service Center with the accessory return form).

The documents you need to submit to your personal insurance provider for coverage are:

• The bicycle valuation certificate: Request this from our customer service center by phone at 0 800 10 20 20 or via our contact form.
• The bicycle purchase invoice: Your personal insurance provider must contact [email protected] to receive it. This invoice will not be sent to you directly.

You must make an appointment to return your accessories to our partners located at:

• Paris 75012, Vélo Vélo – 41 rue de Lyon 75012 Paris:

Monday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Tuesday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Wednesday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Thursday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Friday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Saturday: 9:30 a.m. to 1:00 p.m. – 2:00 p.m. to 6:30 p.m.

Sunday: Closed

• Paris 75019, Association Valentin Hauy – 62 rue Petit, 75019 Paris

Monday: 8:00 a.m. to 12:00 p.m. – 1:00 p.m. to 4:00 p.m.

Tuesday: 8:00 a.m. to 12:00 p.m. – 1:00 p.m. to 4:00 p.m.

Wednesday: 8:00 AM to 12:00 PM – 1:00 PM to 4:00 PM

Thursday: 8:00 AM to 12:00 PM – 1:00 PM to 4:00 PM

Friday: 8:00 AM to 12:00 PM – 1:00 PM to 4:00 PM

Saturday: Closed

Sunday: Closed

Please come directly to the location during the time slots listed above with your SOV_XXXXXX.

A return checklist for the accessories will be completed with the partner, and a return confirmation form will be prepared for your signature, confirming that the accessories have been returned in good condition. Please carefully review all the information on this document before final approval. Once this confirmation form has been signed and approved, no changes will be possible.

An invoice will also be issued if any damage is found at the partner’s location.

When you sign up, if you chose to pick up your bike at one of our rental locations, the process is very simple.

On the day of your selected appointment, be sure to bring your unique pickup code and a form of ID. Without these items, we will not be able to give you your bike.

If you are unable to be present for the pickup or return of your bike, you can grant power of attorney to a trusted person to pick up or return your Véligo on your behalf.

If you are picking up your bike, be sure to provide your ID, your unique pickup code, and your letter of authorization to the trusted person you have chosen.

When your subscription ends, you’ll need to select how you’d like to return your bike:

• At a rental location: You’ll select the date and time slot you’d like to return your bike
• At home: Our carrier will contact you by email and text message to schedule a return appointment. If we don’t hear back from you, we’ll also contact you by phone. This pickup will take place at the address of your choice, such as your home or workplace.

Please note: If you do not return your Véligo on time, we will be required to charge you so that we can retrieve the bike as soon as possible and make it available to new users.

Any return after the rental end date will be subject to penalties:

• For the Classic e-bike: €6 per day between the 1st and 30th day of delay, then €22 per day
• For the Triporteur, Biporteur, and Rallongé models: €11 per day between the 1st and 30th day of delay, then €44 per day

These penalties apply until the bike and accessories are actually returned. After that, the bike will be considered lost or stolen.

For more information on returning your bike, visit: Return my Véligo

Once your subscription has been confirmed, you will receive a unique pickup code via email. Be sure to keep it safe; you will be asked for it on the day you pick up your bike. It allows us to verify your identity and serves as an electronic signature.

This code is also available in your customer account.

Currently, it takes 1 to 2 weeks from the time you sign up until your bike is actually delivered.

Each bike is individually prepared and customized. Our teams are hard at work to get your bike to you as soon as possible.

The user must clean the bike before returning it to us at the end of the rental period. The bike and its accessories must be returned in a condition that is reasonably clean compared to when they were picked up. If this is not the case and certain parts are defective, penalties may be applied upon return of the bike.

At the time of return, a bike return receipt will be issued. Repairs to the bike and accessories will be billed. We will cover repairs resulting from normal wear and tear, while you are responsible for damage, loss, or defects resulting from premature or unusual wear and tear.

For any questions or complaints, please contact our customer service department.

It's very simple! After making a reservation (to pick it up at a rental location or have it delivered), you'll receive your Véligo upon providing a unique code and signing off on the bike's condition. And then, it's up to you to ride!

You may encounter difficulties during your appointment to pick up or return your bike.

If this concerns an appointment at a rental location or at a Maison du Vélo, you can contact our Customer Service Center at 0800.10.20.20, Monday through Saturday from 7 a.m. to 8 p.m. Or by email at [email protected].

If this concerns an appointment with our carrier, you can contact our logistics provider directly by phone at 06.12.21.76.57 or 06.12.78.50.80, or by email at [email protected].

If you do not confirm the extension before the expiration date, you will need to return your Véligo. We will contact you to arrange for its return.

The renewal rate, including your selected options, is the same as your current subscription, with no additional charges.

It's quick and easy:

1. Log in to your Véligo Location customer account

2. Select the option “Extend my subscription”

3. Confirm your selection with just a few clicks.

Yes, we recommend that you report any necessary repairs or maintenance by submitting a maintenance request through your customer portal. That way, you can drive with complete peace of mind as soon as your subscription is renewed.

You will receive an email 3 weeks before your rental ends, giving you the option to extend your subscription.

You will have 10 days from the date you receive this email to confirm your extension. After this period, you must return your Véligo to us.

The extension period depends on your bike model and the initial subscription term you selected.

• Classic e-bike: 1 six-month renewal for initial six-month subscriptions or 1 three-month renewal for initial nine-month subscriptions. No renewal is available for 12-month subscriptions.
• Non-electric bike: 1 6-month renewal for initial 6-month subscriptions or 1 3-month renewal for initial 9-month subscriptions. No renewals are available for 12-month subscriptions.
• Folding bikes: 2 possible 3-month renewals
• Long two-wheeled cargo bikes, short two-wheeled cargo bikes, three-wheeled cargo bikes, and extended models with electric assist: 2 possible 3-month renewals
• Adapted bikes: 2 possible 3-month renewals

The terms of your current subscription remain unchanged.

For contracts purchased in 2025, starting January 5, 2026, to continue managing your current subscription or to sign up again, you will need to use Île-de-France Mobilités Connect, the single account for mobility services in the Île-de-France region.

You should have received an email from us with the steps to follow to link your current account to Île-de-France Mobilités Connect.

Yes! Whether your subscription ends in 2025 or at the end of your current rental period, you can renew your subscription for the same model or take advantage of the new line of bikes and related services. ​

If you'd like to sign up for one of our new plans, the rates are available here.

In 2026, the Véligo Location service will evolve to better meet everyday needs, with an expanded range of bicycles and services.

All you’ll need is an Île-de-France Mobilités Connect account to sign up for and manage your subscription and related procedures.

You can create your Île-de-France Mobilités Connect account for free:​

1. Go to the Île-de-France Mobilités Connect website (or use the Île-de-France Mobilités app).​
2. Click on “My Account” and then “Create an Account.”​
3. Fill out the form with your personal information.​

💡 If you already have an Île-de-France Mobilités Connect account (for example, for a Navigo pass or another Île-de-France Mobilités service), simply link it to your Véligo Location subscription.

We’ll send you an email with the steps to follow to transfer your current account to Île-de-France Mobilités Connect.