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WHAT TO EXPECT
FROM YOUR E-SCOOTER

Long term rentals by Voi

Your e-scooter journey starts now!

Awesome! Your long term rental has been confirmed, and now you’re waiting patiently for collection of your e-scooter.

We’ve created this webpage so you can learn more about how the e-scooter works, as well as provide further information on the rules that apply whilst in possession of our e-scooters.

What's included?

Unlimited rides

Total flexibility: rent for one month or more.

Access to a brilliant Voi V3X e-scooter

A welcome pack including e-scooter lock, safety booklet and helmet

One Voi 3-pin charger

24/7 customer support

Prepare for your rental

Complete our online traffic school

Not sure which traffic rules you need to follow on an e-scooter? Test your knowledge at our certified traffic school, RideLikeVoila.

Watch our video

Get rolling in no time by following these simple steps, head over to YouTube and learn more about the safest way to ride Voi.

Beginner's mode!

This reduces the speed of the e-scooter, allowing you to start off slowly while you get used to the accelerator and brakes.

How it works

We’ve created the following videos as a visual aid to help you properly care for the e-scooter during your rental. Don’t forget it’s your responsibility to charge and maintain the e-scooter.

How to charge
the e-scooter

1. Always charge indoors where possible. Charging outside or in the rain may result in water damage.

2. Locate the e-scooter's neck, above the sticker, remove the rubber grommet to expose the charge port. Plug the Voi charger in. Please note you must use the Voi charger provided, failing to do so may pose a risk of fire.

3. The LED light on the charger brick will turn red to indicate it is charging.

4. Our e-scooters take between 1 - 3 hours to fully recharge.

5. Once the LED light on the charger brick turns green, this indicates that the e-scooter is fully charged.

6. Simply turn off the plug at the socket, remove the charger from the e-scooter and replace the rubber grommet.

how to charge video

How to maintain
the e-scooter

At least once per week, we recommend that riders:

1. Check the functionality of e-scooters brakes (both the front and rear brakes).

2. Check the neck / handlebar of the scooter feels secure and sturdy.

3. Cosmetic damage isn’t a cause for concern, but any loose parts or obvious defects should be promptly reported to ltr.support@voiapp.io.

4. Ensure the kickstand functions correctly. If the e-scooter is unable to stand up on its own please contact us ltr.support@voiapp.io.

How to maintain video

How to store
the e-scooter

Store the e-scooter in a safe and secure location inside your home overnight.

If you need to park the e-scooter on the street during the day, please be considerate of other pedestrians and road users. This includes parking in a way that does not obstruct footpaths or other public areas.

Charge your e-scooter indoors to minimise the risk of water damage.

WARNING

Please note: the e-scooter must not fall below 15% battery level, if it does, you may not be able to ride your e-scooter. If this happens, please email us immediately on ltr.support@voiapp.io asap.

If your e-scooter stops mid-ride, please safely leave the carriageway or road you are riding on and do not attempt to ride the e-scooter again until you have spoken to our User Support Team.

You will be charged a £25 penalty if we have to recover your e-scooter.

If you notice anything that does not look safe or have any further questions, please do not ride the e-scooter and report this to our User Support Team at the earliest convenience on ltr.support@voiapp.io.

Quick maintenance tips

We expect your long term rental experience will be great! But to ensure you don’t face any issues along the way, follow these quick tips:

- Charge it regularly (keep it topped up above 15%) using a charger supplied by Voi

- Keep it clean (household anti-bacterial wipes will do the trick!)

- Avoid storing the e-scooter outside, especially in the rain or subzero temperatures

- Start every ride by checking the brakes and battery level

You must not use the scooter if there are any noticeable issues (such as, amongst other things, visible damage to the scooter’s wheels, brakes, lights or frame, issues in relation to the battery level, signs of unusual or excessive wear of any kind or any other visual damage to the scooter or any malfunction of the brakes).

We've partnered with Speed Bumps Direct to offer long term rental users 20% off Access Ramps

This ramp is perfect for allowing quick and easy access into your home, up a doorstep for safe storage and charging. It has a simple design that allows multiple units to be locked together forming an extended ramp for easier access. Simply enter code: VOI20 at checkout to claim your 20% discount.

BUY NOW

Frequently asked questions

Q: Will I need to maintain the e-scooter?

A: It is the responsibility of the renter (you) to carry out regular basic checks to ensure the e-scooter is free from any obvious defects or issues. This includes keeping the scooter clean, checking for any obvious issues with the brakes, handlebars or other areas of the scooter. If you have any questions about how to carry out these checks or if you would like to report an issue, please contact support ltr.support@voiapp.io. Your rental agreement does however include comprehensive servicing from your local Voi Warehouse team should your e-scooter require it.

Q: What happens at the end of each month of my rental?

A: Long Term Rentals operate on a calendar month by calendar month basis. By signing up for a Long Term Rental, You are agreeing to hire a Vehicle for the remainder of the then current calendar month (charged on a pro rata basis) and any subsequent calendar months during which Your Long Term Rental period continues.If you wish to cancel the agreement, you must give us ten days written notice via ltr.support@voiapp.io prior to the end of the calendar month. If we do not hear from you, we shall bill you for any subsequent calendar months during which your Long Term Rental period continues.

Q: What arrangements are required during my hire?

A: You must be 16+, hold a valid full or provisional driving licence and have a valid payment method associated with your Voi rider account. You must also be located inside our Operation Zone in the North Devon .

Q: What security features are provided?

A: For protection, we provide a secure lock with your e-scooter, and for peace of mind the e-scooter is tracked using our built-in GPS technology. You can also lock the e-scooter from your Voi app. While the e-scooter is rented to you, no one else will be able to rent it.

Q: What happens if I want to cancel my rental?

A: Prior to the end of the month, you must give us ten days written notice via ltr.support@voiapp.io. If you do not provide us with this notice, your rental will be automatically renewed for the following month. You will be charged on a pro-rata basis for your first month. A member of our team will be in touch to arrange collection of your e-scooter.

Q: What are the terms of the rental?


A: Full rental agreement terms and conditions can be found here.

Q: What security measures are in place to stop theft?

A: When there is no ongoing ride on the user app, the power of the scooter will be off and the back wheel will be blocked. The scooter cannot be unlocked by anyone other than the registered long term rental user. When the scooter is parked or left unattended, we strongly recommend locking it to a fixed point (including e.g. closely alongside a wall or in connection to a bike stand/parking) with the lock we provided to you.

Q: What happens if my scooter goes missing?

A: If the scooter goes missing, it needs to be reported to VOI. We will send a team and try to recover it thanks to the IOT location. If not successful, we might involve the police and our insurers to investigate. The user might also be involved to support the investigations. If it appears that the user is responsible for the loss (ie: failure to comply with instructions or our user agreement of the T&C), the user might be held liable for the loss.

Q: What insurance coverage is in place during my long term rental?

A: In the U.K., Voi works with Zego to provide insurance in the case of an accident. As required by the Department of Transport (DfT), Voi has liability insurance in the case that a user causes injury or damage to property to a third party while operating the scooter. Should a user suffer an accident whilst using a scooter or if you have been involved in an accident involving a Voi scooter, please contact us as soon as you can at support@voiapp.io so we can assist you.

Q: How long can I keep my e-scooter?


A: Ensure the monthly payment is made and you will have access to your own personal e-scooter. Voi reserves the right to recover e-scooters in accordance with our terms and conditions.

Q: What happens if I ride the e-scooter outside the zone?

A: If you attempt to ride the e-scooter outside of the zone (which can be found in-app) it will come to a gradual stop. If you attempt to start your ride outside of the zone the e-scooter will not operate. The operational area also includes, no ride areas (if a user enters this area the scooter will slowly slow down until it gets to halt) and slow ride areas, these are areas where the e-scooter speed will slow down to approximately 5mph/walking speed.

Q: Can I take my e-scooter on holiday/ out of the operational zone?

A: No, the scooters can only be used within the pre-defined and geofenced operating area in North West of the North Devon region towards Barnstaple, Braunton, Ifracombe, Lynton, and South Molton. Check your area on the map.

Q: What’s the range of the e-scooter on a full charge?

A: The scooter can be used up to 60 - 100 miles on a full charge. This is subject to weather, weight of rider and inclines in the road. On that basis, our e-scooters are usually capable of being ridden for around 60 miles on a full charge

Q: How do I charge the e-scooter?


A: We will provide you with one charger, so you can charge at home and your place at work. You must only charge the e-scooter using one of the chargers we provide to you. Please note you are responsible for the charger and you will be liable for any replacement costs in the event of loss or damage.

Q: Am I able to use my own charger?


A: No; this could result in damage to the scooter. Our scooters are designed to be charged only by using the Voi charger. If you experience any issues with the charger we have provided to you, please contact our support team at ltr.support@voiapp.io.