General questions / FAQ / How does it work? / Luxembourg

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To subscribe, download a form online now ! Hotline: 800 611 00

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The vel'oh ! stations

To locate the vel'oh! stations, download the online map and plan your journey !

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General questions

What should I do in case of theft or in case of an accident? In the frequently asked questions section, you can find out about all the steps you should take in case of a problem.

Are the general conditions of access and use compulsory?

The general conditions of access and use must be accepted by long-term and short-term subscribers. These general conditions of access and use inform you of your rights and duties while using the service. For a short-term subscription, the validation of the general conditions of access and use at the terminal will allow you to go to the next stage so you can take out a bicycle.

Do I have to be insured?

To use "vel’oh !" you must to have third-party insurance.

Can I rent a bicycle for a few days?

These self-service bicycles are designed for short journeys. There are stations approximately every 300 metres for easy access so that you can rent out and return your bicycle whenever you want. You can take one out for a maximum of 24 hours.

Do I have the right to 30 free minutes only once or at every ride ?

The first half hour is free every time you take out a bicycle.

What should I do if I lose my card?

If you lose your long-term card, call the vel'oh! call centre on 800 611 00 (free number in the Grand Duchy). The service will send you a new subscription card for the sum of EUR 5.
Short-term subscribers don't have access to this service!

What should I do if I have an accident with a vel'oh?

If you have an accident, call the JCDecaux vel’oh! call centre on 800 611 00 (free number in the Grand Duchy) within 24 hours. The bicycle remains your responsibility until it is locked to parking terminal. You can also wait for a member of staff to arrive to hand over the bicycle directly.

What should I do in case of theft?

Report the theft to the police within 48 hours and call the call centre within 24 hours on 800 611 00 (free number in the Grand Duchy).
Send a copy of the complaint to JCDecaux vel'oh at the following address:

JCDecaux
90, rue de Cessange
L-1320 Luxembourg

What should I do if I get a flat tyre?

If you get a flat tyre, take your bicycle to the nearest station, lock it to a parking terminal for greater security and call the call centre on 800 611 00 (free number in the Grand Duchy).

What should I do if I can't manage to return the bicycle?

When you return your bicycle, wait to hear a beep confirming that the bicycle has been correctly attached to the parking terminal. If you notice that the bicycle isn't correctly attached, call the call centre on 800 611 00 (free number in the Grand Duchy).

Can I lend my vel'oh! card or ticket to someone else?

Since you are responsible for your bicycle, we advise you not to lend your short-term or long-term card to anyone else. When you take out a subscription, you promise to respect the general conditions of access and use. You are responsible for the actions of the person to whom you have lent your subscription or ticket.

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Luxembourg, Luxembourg 12/03/2010

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