Do I need a driver’s license to use the service?

For the e-bikes, bicycles and e-scooters you do not need a driver’s license. However, if you are riding an e-bike for the first time, we recommend that you first do a few test rides in a safe environment. 

How many bikes can I reserve at the same time?

Do I have to lock the bike during my booking? How do I do that?

Do I have to wear a helmet?

In Switzerland, there is no helmet requirement for riding bicycles, e-bikes and e-scooters. However, we strongly recommend that you wear a helmet to be well protected. Regarding your employer’s regulations, check the terms of use. 

Do I have insurance coverage while riding my bike?

By registering with Urban Connect, you confirm that you have accident and liability insurance. 

The bike is not where I left it – I think it was stolen. What do I have to do?

It is best to contact us via in-app chat to report the incident and discuss the further procedure. If possible, take a photo of the theft site, note the exact location (coordinates), date and time for the police report. Your deductible in case of loss is CHF 300. 

I had an accident. What do I have to do?

Accidents must always be reported to Urban Connect: 

In case of accidents that make it impossible to continue your journey and/or endanger your safety, you must immediately contact our Customer Support (in-app chat/+41 (0) 44 505 67 66) to discuss the further procedure. If other people or vehicles are involved, you must notify the police. Immediately report the incident to our Customer Support and get the information on how to proceed. 

My bike broke down on the way. What do I have to do?

In the event of a breakdown that makes it impossible to continue your journey and/or endangers your safety, you must immediately contact our Customer Support (in-app chat/+41 (0) 44 505 67 66) to discuss the next steps. Or report this via the feedback link in the app: Send the exact coordinates (Google Maps link) and a photo of the location and a brief description of what happened. 

The bike had a defect, do I have to report it?

Yes. If it is possible and safe to return to an official location, bring the bike back. Then report the damage in the app when you return the bike. If you want to leave a more detailed description, write an email to info@urban-connect.ch. 

Have more questions? Have a look at our FAQ page to find out more information

Can I change my reservation?

Yes, you can change your reservation up to a certain point before it starts. Bring up your reservation in the app and make the desired changes. There you will also find the information about the limitations of the reservation changes. 

What if I need to charge the car on the road during my reservation?

Many gas stations also have charging stations for electric cars. At the charging stations of Swisscharge you can charge without a subscription. With the Teslas, you can search for a charging station via the navigation. 

Do I have to pay for charging on the road?

If there is a charging card in the car and the costs for external charging are covered, you must visit a charging station where the charging card provided is accepted. You can find information on the payment of costs in the terms of use. 

The car is roadworthy but has minor damage (scratches, dents). What do I have to do?

Compare the damage with the damage log in the app and check whether it has already been reported. If the damage is not listed, you must report it before you start the journey. Otherwise, you can be held liable for these damages. If a car has a few scratches, but you consider it roadworthy, you should be extra attentive in the first moments. If you notice any suspicious noises or behaviour, please return the car to the charging station and immediately contact our 24h hotline (+41 (0) 44 505 67 66). 

Have more questions? Have a look at our FAQ page to find out more information