Subscription & contract
Your subscription includes our concierge service – we take care of you and your bike –, one maintenance inspection per year and insurance for insured damage according to your contract. You pay for unplanned repairs unless they are covered by insurance. We organise the repair with our partner workshop and tell you the cost before we start.
Choose a standard term of 12, 24 or 36 months when you apply. As a rule, the longer you commit, the lower the monthly price. [DECISION: renewal after expiry]
For bikes that are available now, we also offer 3 months on request. Just ask through the contact form.
[DECISION: purchase option at the end of the term, residual value and process] Let us know if you already know you'd like to keep the bike.
[VERIFY: deposit and reservation fee] You'll see all costs in your request before you sign. There are no hidden fees.
Cancel in the app or by email to our customer service. At the end of the term we collect the bike from you or you return it to our partner workshop in Berlin. We agree the date with you. [DECISION: notice period]
Application & delivery
You need a valid ID card or passport and an address in Berlin. Applying takes about five minutes and costs nothing.
After you apply we check your details ourselves and get in touch to clear up any questions and find a delivery date. Only then does the contract become binding.
We currently deliver in Berlin. If you live elsewhere, leave us your number. We'll contact you as soon as we launch in your city.
Once your application is checked we agree a date with you. How fast it goes depends on whether your chosen bike is available. We tell you before you commit.
Payment
You pay monthly by SEPA direct debit. You set up the mandate once when you sign up.
The monthly price is charged once a month. You'll find the exact date in your contract and in the app.
Talk to your employer or send them our business page. The company's tax adviser is the right person to confirm the tax treatment. [DECISION: B2B offer]
Service & damage
Report the problem in the app, ideally with a photo. We get back to you and arrange an appointment at our partner workshop in Berlin. You pay for unplanned repairs, such as damage from use or wear beyond the yearly maintenance, unless they are covered by insurance. We organise the repair with our partner workshop in Berlin and tell you the cost before we start.
For delivery and collection, yes; we agree the date with you. For repairs you usually bring the bike to the partner workshop. We tell you beforehand how long it will take.
Report the theft to the police straight away and send us the case number in the app. The bike must have been locked to a fixed object with the supplied lock. The exact conditions are in your contract. We handle the rest with the insurer.
Look after yourself and the kids first. If needed, call 112 or the police. Then report the damage in the app with photos and a short description. You pay for unplanned repairs, such as damage from use or wear beyond the yearly maintenance, unless they are covered by insurance. We organise the repair with our partner workshop in Berlin and tell you the cost before we start.
Kids & safety
German road traffic rules set no minimum age. Under § 21 (3) StVO, children up to their seventh birthday may ride along on bicycles if there are special seats for them and their feet cannot get into the spokes. The rider must be at least 16. Older children and adults may only ride along on bikes that are built and equipped to carry passengers. You'll see which seats are available for your bike when you apply.
There is no bicycle helmet law in Germany. We still recommend a well-fitting helmet for everyone, including kids in the box.
Always lock the bike with the supplied lock to a fixed object such as a bike stand, and run the lock through the frame. Take the battery inside at night if the bike stays outdoors.
Account & app
Change your address, phone number and payment details in the customer portal under your account: https://my.avomobility.one/?brand=97753816-7f38-4c9e-8414-7ec9a5103b71&lang=en Our customer service is happy to help.
Once your subscription has ended you can request deletion of your account in the customer portal or by email to customer service: https://my.avomobility.one/?brand=97753816-7f38-4c9e-8414-7ec9a5103b71&lang=en Data we must keep by law is deleted when the retention period ends.