{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/velocity\/faq\/"},"modified":"2022-08-11T15:54:56","modified_gmt":"2022-08-11T13:54:56","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.velocitybuzau.ro\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

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\n
\n \"A <\/div>\n
\n

\n Frequently Asked Questions <\/h1>\n
\n You want to learn more? Find the most frequent questions about Velocity Buz\u0103u here. <\/div>\n <\/div>\n <\/div>\n[\/vc_column][\/vc_row][vc_row ppi_row_type=”ppi_bg_black” full_width=”stretch_row”][vc_column]

Classics<\/h3><\/div>
<\/i>How can I contact the customer service?<\/h6>

You can reach the Velocity Buz\u0103u customer service at +40338228002<\/a>, velocitybuzau@nextbike.ro<\/a> or via App Support function.<\/p>\n<\/div>

<\/i>The frame lock does not open. What shall I do?<\/h6>

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open the active rental in your app and click on ‘open lock’. Unlocking will be initiated again.<\/p>\n

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes. Don’t worry about possible charges if our customer service can’t deal with your case right away. No charges apply as long as you tried to contact them right away.<\/p>\n<\/div><\/div>

<\/i>I have discovered an incorrect debit in my customer account, what can I do?<\/h6>

Please contact our customer service by app, hotline or email to correct any miscalculations. Please provide us with all necessary information about the rental \/ tariff \/ customer account in order to be able to understand the case. Our customer service can be contacted via app under support, via the hotline stated in the footer of the system’s website or via velocitybuzau@nextbike.ro<\/a>.<\/p>\n<\/div><\/div><\/div>

Customer account<\/h3><\/div>
<\/i>Why doesn’t my account remember my PayPal details?<\/h6>

Your PayPal account is probably not verified. For more information please visit PayPal.<\/p>\n<\/div>

<\/i>When will I receive my invoices?<\/h6>

Invoices are available for SEPA direct debit only. You can download your invoices after the end of the respective month in your customer account via the website under “Account status”.<\/p>\n<\/div>

<\/i>How can I cancel my account and what happens to my remaining balance?<\/h6>

You can cancel your account in your settings in the app or by logging in to our website.<\/p>\n

Alternatively, you can send us your cancellation by email to velocitybuzau@nextbike.ro<\/a> or by post (address in the website footer).<\/p>\n

Any remaining credit will be refunded. Exceptions to this are usually travel credit acquired through loyalty programs or similar. This is not payable.<\/p>\n<\/div>

<\/i>How do I pay for Velocity Buz\u0103u, how is billing done and where can I retrieve the invoices for my trips?<\/h6>

If you have specified a credit card as the payment method, the fees for your trips will usually be debited 24 hours after your rental.<\/p>\n

With the direct debit payment method, we debit the open fees monthly from your bank account.<\/p>\n

You can view your rental history and direct debit invoices in your customer account at any time. Log in via the website. Please note that invoices are only available after the end of the month.<\/p>\n<\/div>

<\/i>I have discovered an incorrect debit in my customer account, what can I do?<\/h6>

Please contact our customer service by app, hotline or email to correct any miscalculations. Please provide us with all necessary information about the rental \/ tariff \/ customer account in order to be able to understand the case. Our customer service can be contacted via app under support, via the hotline stated in the footer of the system’s website or via velocitybuzau@nextbike.ro<\/a>.<\/p>\n<\/div><\/div>

<\/i>Why was my account deactivated?<\/h6>

Probably open sums could not be debited from your bank account or there is no means of payment deposited. Please check this in your customer account and contact customer service if in doubt.<\/p>\n<\/div>

<\/i>How can I change my phone number?<\/h6>

To change your phone number, please contact our customer service at velocitybuzau@nextbike.ro<\/a>. Send the email from the email address you use for your account.<\/p>\n<\/div>

<\/i>How can I contact the customer service?<\/h6>

You can reach the Velocity Buz\u0103u customer service at +40338228002<\/a>, velocitybuzau@nextbike.ro<\/a> or via App Support function.<\/p>\n<\/div>

<\/i>What happens if my customer account is in the red?<\/h6>

If your account goes into the red because open sums cannot be debited, your account will be temporarily deactivated until the open sum has been paid. Please check if you have a valid means of payment.<\/p>\n<\/div>

<\/i>How do I activate my customer account?<\/h6>

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 10 Lei (~2 \u20ac) to verify your payment method. This is not a fee but will be available on your account as rental credit. All available payment methods are listed in the app.<\/p>\n

After successful debiting your customer account will be activated immediately. Only if you make a bank transfer, your account will be activated after two to four days, depending on the bank.<\/p>\n

Please note that your PayPal account must be verified. More information can be found on PayPal.<\/p>\n<\/div><\/div><\/div>

Rent, park and return<\/h3><\/div>
<\/i>What do I do if my bike has a defect?<\/h6>

Defects can easily be reported via the support function in our app. Please check the bike for obvious defects before starting your journey or before renting it and inform us of any damage so that the bikes can be locked and repaired as quickly as possible. If you went off with a bike and only then notice a defect, end your ride and call our service. Only then can we cancel the ride and register the bike for repair.<\/p>\n

Unfortunately, we cannot refund any fees if you have continued using the bike despite obvious defects.<\/p>\n<\/div>

<\/i>How do I tell bike icons from station icons?<\/h6>


\nThis is what individual bikes look like on the map. Depending on the system, they may be different colours. Additional symbols for e-bikes or cargo bikes are possible depending on the system.<\/p>\n


\nThis is what stations look like on the map. Depending on the system, they can have different colours. Additional symbols for e-bikes or cargo bikes are possible depending on the system.<\/p>\n<\/div>

<\/i>Can I rent several bikes parallely with one customer account?<\/h6>

You can rent up to four bikes at a time using one customer account. Booked tariffs and special conditions usually only apply to the first bike.<\/p>\n<\/div>

<\/i>The return was not successful. What should I do?<\/h6>

Please report failed returns immediately to our customer service via app support or the hotline and have the bike number, the parking location and the actual use time ready. Our customer service can be contacted via app under support or via the hotline stated in the footer of the system’s website.<\/p>\n

Don\u2019t worry about possible charges if our customer service can\u2019t deal with your case right away. No charges apply as long as you tried to contact them right away.<\/p>\n<\/div>

<\/i>What happens if I return my bike away from stations?<\/h6>

If you return your bike without permission, a service fee of at least 100 Lei will be charged. <\/p>\n<\/div>

<\/i>Why do I have to pay a 100 Lei service fee (even though I returned the bike where I rented it)?<\/h6>

A service fee of at least 100 Lei will be charged if a bike is returned away from an official station.<\/p>\n

It does not matter if the bike has already been rented off a station. The service fee of the previous user does not cover the misconduct of the next user.<\/span><\/p>\n<\/div>

<\/i>Where can I return my bike?<\/h6>

Bikes can be returned to all official Velocity stations in Buz\u0103u. The flexible return away from stations is not allowed, a fine of 100 Lei will be charged.<\/p>\n<\/div>

<\/i>Can I park my bike during the rental?<\/h6>

You can activate the park mode in the app and then close the lock (attention: If you close the lock before the park mode has been activated, the bike will be returned immediately). To continue cycling, end the park mode in the app and the lock will open automatically. Never end the park mode from afar. The rental stays active during the park mode.<\/p>\n<\/div><\/div>

<\/i>What do I do if a terminal is out of order?<\/h6>

If a terminal is out of order, you can still rent and return bikes at the respective station via the app or our hotline. Please inform our service by app, phone or email about the defect so that we can fix it quickly.<\/p>\n<\/div>

<\/i>Can I rent Velocity Buz\u0103u bikes without an app or without an internet-enabled mobile phone?<\/h6>

Yes, bikes can alternatively be rented via the hotline. If the local system has terminals or BikeComputers, these can also be used for rental and return.<\/p>\n<\/div>

<\/i>Can I rent my bike in one city and return it in another?<\/h6>

The bike can only be returned in the city where you rented it, otherwise a return fee applies. Exceptions are the interconnected systems. Return regulations are communicated on the respective website of the system, which can be found via location search.<\/p>\n<\/div>

<\/i>The frame lock does not open. What shall I do?<\/h6>

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open the active rental in your app and click on ‘open lock’. Unlocking will be initiated again.<\/p>\n

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes. Don’t worry about possible charges if our customer service can’t deal with your case right away. No charges apply as long as you tried to contact them right away.<\/p>\n<\/div>

<\/i>How to avert a 100 Lei fine for improper return?<\/h6>

If you have returned a bike improperly, you can avert the usual fee of 100 Lei by renting the bike again and returning it properly. The successive rentals of the same bike are merged.<\/p>\n

This means that the final rental period is calculated from the start time of the first rental and the return time of the second rental. The break between the two rentals is then also added to the rental time. The 100 Lei fine will be waved.<\/p>\n<\/div>

<\/i>How does Velocity Buz\u0103u work?<\/h6>

Register easily and for free via app or website. Bikes can be rented via the nextbike app, the hotlin or through the terminal.<\/p>\n<\/div>

<\/i>How do I return my Velocity Buz\u0103u bike?<\/h6>

Place the bike at an official station and close the frame lock. Check your app whether the return has been successful and inform our customer service if it wasn’t.<\/p>\n<\/div><\/div><\/div>

Our bikes<\/h3><\/div>
<\/i>What is the maximum load of the bikes?<\/h6>

The maximum load of our bikes and e-bikes is 100 kg, of which a maximum of 5 kg may be transported in the basket.<\/p>\n

Find the information about the maximum load for cargobikes on the stickers on the transport boxes.<\/p>\n<\/div>

<\/i>What bike types does Velocity Buz\u0103u offer?<\/h6>

Velocity offers standard bikes as well as handbikes and tricycles.<\/p>\n<\/div><\/div>

<\/i>Does Velocity Buz\u0103u offer children’s bikes, helmets and trailers?<\/h6>

As a rule, nextbike and its subbrands like Velocity Buz\u0103u do not offer any accessories. Exception: At the PLUS stations on the island of Usedom you can rent children’s bikes, helmets and trailers. Veturilo Warsaw also has children’s bikes and tandems.<\/p>\n<\/div>

<\/i>What bike types does Velocity Buz\u0103u offer?<\/h6>

Velocity offers standard bikes as well as handbikes and tricycles.<\/p>\n<\/div><\/div><\/div>

Registration<\/h3><\/div>
<\/i>How do I activate my customer account?<\/h6>

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 10 Lei (~2 \u20ac) to verify your payment method. This is not a fee but will be available on your account as rental credit. All available payment methods are listed in the app.<\/p>\n

After successful debiting your customer account will be activated immediately. Only if you make a bank transfer, your account will be activated after two to four days, depending on the bank.<\/p>\n

Please note that your PayPal account must be verified. More information can be found on PayPal.<\/p>\n<\/div><\/div>

<\/i>How can I register?<\/h6>

You can sign up easily via website or app.<\/p>\n<\/div><\/div><\/div>

Tariffs and conditions<\/h3><\/div>
<\/i>How much does Velocity Buz\u0103u cost and what tariffs are available?<\/h6>

Velocity costs 1 Lei \/ 30 minutes.<\/p>\n<\/div><\/div>

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