How do I register as a member of the system?

Registration is made on the website https://velobike.kz. If you are older than 16 years, then for registration you will need to enter your identification data and accept the terms of the public contract.

 

How to activate an account?

After registration, you must log in to your personal account on the website https://velobike.kz and activate an account where you will need to upload a photo of an identity card and a document confirming that you have certain benefits (if you belong to one of the categories of beneficiaries). If the moderation procedure is successful, you will be sent the assigned ID and PIN code to access the bicycle rental system. Save this information in a message, notes or in the phone’s address book, you will need them to rent bicycles.

 

Last season I had money on my balance sheet, now it is not there. Where can I apply for a refund?

You can contact on weekdays from 09:00 to 18:00 at the address: Shұbar housing estate, 3rd microdistrict  st., house 18a, PF “Velocity”.

 

In past seasons, I had a Card to access the bike hire system. Will my Card be valid this season?

Yes, all previously issued Cards will be available for use.

 

I was charged the amount for a long rental, which in fact was not, what could be the reason?

Most likely, when returning the bike, it was incorrectly parked. In this regard, the lease continued until the moment when someone did not fix it correctly.

 

Is it possible to use two or more bicycles at the same time on the same ID / Card?

No, because according to the terms of use of the system, one ID / Card is assigned the ability to use only one bike at a time.

 

How do I see my travel history?

Through your personal account on the website https://velobike.kz, where there is a corresponding section.

 

When paying for access at daily rates, in addition to paying for the selected tariff, the system offers to pay a security deposit in the amount of 37 500 tenge. Will this amount be refunded and how?

The total amount includes the cost of the selected daily rate and security deposit. When the subscription expires, the security deposit is returned to your account, taking into account the deduction of the actual rental amount.

 

How much is a subscription?

All tariff plans are listed here http://velobike.kz/tarif

 

Who is responsible for stealing a bicycle during a rental?

Responsibility rests with the employer (user).

 

What to do if the bike breaks during the ride?

In the event of any breakdown, the tenant (user) is obliged to return the bike to the nearest rental point (for the implementation of its technical inspection and repair). At the same point, you can get another bike and continue the trip. Damage must be reported to the call center at 109.

Please note: Until the bike is returned to the rental point, you continue to pay for its use.

 

What should I do if I forget my bike release ID and / or PIN?

You can take this information from your personal account on the website https://velobike.kz

Or you can look in the mailbox indicated during registration

 

Am I limited to 30 minutes on every bike rental?

No, the first 30 minutes are included in the price of the subscription, therefore returning the bike before the expiration of 30 minutes, you ride without spending your balance, provided that there is a break between trips of at least 30 seconds. Of course, you can continue to rent after 30 minutes, and for an extra time (over 30 minutes) a fee will be charged according to the established tariffs http://velobike.kz/tarif

 

What should I do if there are no free places (ranges) at the rental point and I cannot return the bike?

We make every effort to prevent this from happening. Nevertheless, if there are no places at the rental point, the lessee (user) must take the bike to the nearest rental point. Information on the presence / absence of bicycles, free seats, as well as the location of the points of employment, must first be looked at https://velobike.kz

 

To whom should I inform in the event of a breakdown or obstacle on the road that threatens traffic safety?

You need to report a similar situation to a single number 109

 

Who pays for fines for cycling?

The employer (user) is responsible for paying the fines.

 

Am I insured while cycling?

No, not insured. All responsibility rests with the employer (user).

 

Is it possible to bike another person or child? If so, at what age?

No! It is strictly forbidden to transport another person by bicycle. The bike is intended solely for use by one person.

 

Is it possible to “freeze” a subscription or transfer it to a third party?

The subscription cannot be “frozen” or transferred to third parties. Responsibility for using the bike rests with the Tenant, in accordance with the Rules.

 

What is the schedule of the bike rental system?

A bike rental system is available 24 hours a day.

 

How to check the residual balance?

In your personal account on the website https://velobike.kz you can track your balance, travel history and distance of the bike ride for the selected period.

 

The amount was deducted from the account for a long rental period, which in fact was not, what could be the reason?

Most likely, when returning the bike, it was parked incorrectly and the session did not end, so the hiring continued until it was correctly parked. To prevent this from happening, always wait for the message "Return, OK. Goodbye!" While returning the bike. You should receive an SMS / Push notification to your mobile number about the completion of the hiring. To check the parking, after turning off the panel, click "OK," if the parking is correct, the initial menu appears, any other messages mean that the rental is not completed.

 

How to get / get a bike at a rental point?

1. Select a bike;
2. Visually inspect and make sure it is in good condition (wheels, seat, pedals, chain, etc.);
3. Press the OK button on the bicycle display;
4. Select the identification option “ID”, enter the ID, then PIN, then the “OK” button;
5. Wait for the sound signal and the message on the bike board “Start was a success, have a nice trip!”;
6. Grasp the wheel of the bike, pull it towards you and pick up the bike for 30 seconds;
7. We started!

 

How to park a bike?

1. Find an empty seat (Range) in a bicycle rental office (cycle station);
2. Roll the bike into the range all the way;
3. Wait for the sound signal and the message on the bike display “Return. OK. Bye";
4. Click on the “OK” button on the bike panel;
5. Wait for SMS / Push notifications to the mobile number on the completion of the hiring.

 

What should I do if I need to interrupt a trip to visit a store, pharmacy, etc.?

To do this, you need to put the bike in temporary parking:

1. Press the button in the left handle of the steering wheel and pull out the built-in cable from the right handle of the steering wheel;
2. Embrace them with a fixed structure (pole, fence, railing), and the second end of the cable; insert into a special hole for the cable on the frame, under the steering wheel;
3. Click on the bike’s sign “OK”;
4. Enter the PIN, the OK button;
5. Wait for the sound signal and the message on the bike display “Bike is locked”.

REMEMBER! In this case, the rental does not end and the countdown continues.

 

How to unlock a bike from temporary parking?

1. Click on the bike’s placard “OK”;
2. Enter the PIN and click “OK”;
3. Wait for the sound signal and the message on the bike display “Bicycle unlocked”;
4. Unhook the cable and insert it back into the right handle of the bicycle handlebar;
5. Rental continues!

 

Will users be able to use the Card for authorization after switching to access by ID (ID and PIN)?

Yes, access is possible by ID and Card, but not more than one bike at a time

 

Can I use ID access in another city?

Currently, access to the bike rental system in another city is not possible

 

When you try to pass the bike on the board goes "Sorry is not available"

The system may give this error in case of a problem with the Internet connection. Please drive to the nearest hire point.

 

Is it obligatory to return the bike to the same point of hire from where I got it?

No, not necessarily. The bicycle can be returned to any point of employment where there are free places (ranges). If there are no free ranges at the nearest bike rental point, you will need to go to another point. It’s impossible to simply leave the bicycle near the rental point, as the system will consider that the rental is not completed and will continue to write off your balance.

 

How is the time of hiring controlled, where can I check the correctness of the invoice presented if I do not agree with the invoice amount?

Monitoring of the time of hiring is possible through your personal account on the website https://velobike.kz, in case of disagreement with the amount set, please contact the CTS Central Cashier at 50/1 Koshkarbayev Ave.