Frequently Asked Questions

Deutsche Übersetzung

E-Cargo Bike Sharing

Where can I find and return your cargo bikes?

Our cargo bikes are available at numerous locations – in residential areas and at mobility stations in Fürstenfeldbruck, Germering, Olching, Puchheim, and across the city of Munich.

Please note:

– Many bikes are station-based, meaning they must be returned to the same location where they were picked up.

– Within Munich’s Middle Ring, we also support one-way trips, allowing you to return the bike at a different station.

All available pick-up and return zones are clearly marked in our app.

Not sure?
If you have any questions, feel free to ask us in advance at service@evhcle.com.

How do I register and start using a cargo bike?

Before your first ride, you’ll need to register as a user in our free app.

After signing up, you’ll receive an activation email – please also check your spam folder.
If you follow all the steps, the registration takes about 3 minutes.

In the app, you can see all available cargo bikes and their respective pick-up stations.

You can start your rental directly in the app – the lock will open automatically, and you’re ready to go.
Alternatively, you can scan the QR code on the cargo bike to start your booking right away.

How much does it cost to rent a cargo bike?

You can view rental prices directly in the app once you select a vehicle in your area.

Your trip is billed based on time intervals, with a daily price cap to limit the maximum cost per day.

Your advantage:
You can book spontaneously and stay flexible – there’s no need to decide in advance how long you’ll need the bike. The app automatically applies the most cost-effective rate for your trip.

How do I return the E-Cargo Bike?

Returns must be made within the designated pick-up and return zones, as shown in the app.

✅ Requirements for a successful return:

1. Correct location:
The cargo bike must be parked within the correct zone and clearly inside the marked area.
Note: GPS positioning may be slightly delayed — feel free to unload or chillax for a moment and try again if needed.

2. Lock the bike:
Push the lever of the rear frame lock fully downward. A beep will confirm that the lock has been closed successfully.

3. End the rental in the app:
Open the app and slide the “End ride” button to the right.
Take a photo showing that the bike is parked properly and in clean condition, then rate your ride.
Your invoice will be sent automatically via email.

📞 Having trouble ending your rental?
Please contact our customer service team immediately at +49 89 / 24412587, through the app, or via email at service@evhcle.com.
Otherwise, your rental will continue and be charged accordingly.

Why is my payment method charged before I even start my ride?

Before each rental, we place a temporary pre-authorization on your payment method. This is not an actual charge, but a way to ensure that:

– your payment method is valid, and

– the rental cost can be covered once your ride ends.

This pre-authorization reduces your available balance by the shown amount, but you are only charged after the ride, based on the final rental fee.

We also verify your payment method during registration with a refundable €1 verification using the 3-D Secure process.

These steps help prevent misuse and ensure secure transactions.

Am I allowed to transport children or dogs with the e-cargo bike?

The maximum load capacity is 80 kg, so please make sure your shopping or your dog does not exceed this weight.

Of course, our cargo bikes are designed for transporting children as well. Each cargo bike is equipped with two child seats featuring safety belts.

Can I reserve a cargo bike ahead of time?

You can book a bike up to 15 minutes before picking it up at one of our stations. Longer reservations aren’t possible right now.

We recommend checking out a few spots on the day you want to ride to find a bike nearby.

If you’re looking to rent for a longer time or a special event (like a wedding, film shoot, logistics), just shoot us an email at service@evhcle.com.

Who is responsible for damages to the cargo bike?

As a user, you are responsible for any damage that goes beyond normal wear and tear- such as damage caused by improper use, accidents or intentional harm.

👉 Important:
If you notice any damage—whether before or during your ride – please report it immediately through the app or by emailing service@evhcle.com. This helps us respond quickly and prevent further damage.

Thank you for helping keep our cargo bikes in great shape, so everyone can ride safely and reliably!

Registration and profile

How can I use evhcle?

1. Download our free evhcle app (available in Google Play & Apple App Store) and log in with your personal data.
2. Find your desired e-vehicle and start driving!
3. If you want to use a vehicle for which you need a driving licence, enter it in the app.
4. Return the vehicle and connect it to the charging station. Then finish the rental in the app.

My account is not active. What do I have to do?

There can be several reasons for this.

If you are a new customer, you will need to activate your account before using it for the first time – you will have received a confirmation email from us to do this. Please also check your spam folder.

If your account has been suspended, we have sent you an email explaining why. This email may also have ended up in your spam folder.

If you have any questions, please write to us: service@evhcle.com

How can I change my data / delete or deactivate my account?

You can change your data under →Menu → Profile.

To delete or deactivate your account, please send us an informal email to service@evhcle.com.

How and where do I check my driving licence?

Currently, all driving licenses from the EU or EEA are accepted.

1. Click on „Ready for eCar“ in the menu view of the app and follow the instructions.
2. As soon as your data has been entered completely and the driving license has been verified successfully, you are unlocked for our eVehicles.

What happens to my stored data?

Your data is only used for your identification and security. We only share it with necessary and selected business partners. If you would like to know more about the collection and processing of your personal data or your rights as a data subject, please read our privacy policy. You can find it here: https://evhcle.com/datenschutz

How do the vehicles work?

How does an e-scooter work?

After unlocking the e-kick scooter via the app, place one foot on the footboard, put your hands on the handlebars and push with your foot 2-3 times to get started. Place both feet on the footboard when you are ready to accelerate. Push the right lever down to increase the speed.

To slow down the speed of the e-scooter, use the left brake lever (front wheel) or the right lever (rear wheel). Drive carefully and pay attention to your surroundings when using the brakes!

How does an e-bike work?

Scan the QR code on the e-bike or select the nearest e-bike in the evhcle app. Then click on “Start ride” in the app. The e-bike will now unlock and your ride can begin.

How does an e-cargo bike work?

Scan the QR code on the E-Cargo Bike or select the nearest E-Cargo Bike in the evhcle app.

Then click on “Start ride” in the app. The e-cargo bike will now unlock. Wait a few seconds until the front and rear lights come on and the display begins to light up.

To end or pause the rental, close the lock manually and end/pause your ride via the evhcle app.

You can then end your rental via the app.

How does an E-Vespa/E-scooter work?

1. If you want to use an e-scooter, you need a driving license. Enter this under “Ready for the e-scooter” in the app. In principle, all driving licenses from the EU or EEA are accepted. Non-EU/EEA driving licenses are only accepted in conjunction with an international driving license or a certified translation of the national driving license.

2. Scan the QR code on your selected e-scooter or select the e-scooter in the evhcle app. Press the “Start rental” button to begin your rental.

The helmet box will then be unlocked. Press the button at the bottom of the helmet box to open it and choose a suitable helmet from the two available (sizes M and L). Please note that helmets are compulsory when riding an e-scooter!

3. When you are sitting on the e-scooter, first adjust the mirrors. To start riding, push yourself forward with both legs to fold the stand. Then hold down at least one brake (left or right) and start the e-scooter with the red button on the right handle. The scooter is now ready to ride.

4. The brake is on the left side, the throttle on the right side. To accelerate, turn the throttle towards you.

5. If you need a break during your ride or want to return the e-scooter, get off and do the following: Put the e-scooter back on the stand by folding the stand forward with your foot, hold the e-scooter and push it slightly backwards. When parking, you can store your helmet in the helmet box. To pause the ride, tap the „lock“ symbol in the app. The helmet box will be locked and the immobilizer will be activated.

6. Before you end your rental via the app, put your helmet in the helmet box. The ride ends by clicking on “End rental” in the app.

Important: At the end of your rental in the operational area, the e-scooter must still have at least 20% remaining charge. 

Rent and Return

Why is my payment method being charged before I drive off?

We do not charge the payment method; we only block €1 to validate the account. This amount will be released again shortly.

I would like to rent a vehicle, but I cannot see it in the app

This can have several reasons:

. The charge level of the vehicle is less than 30%, i.e. the vehicle is not available because we do not want you to stop while driving.
. The vehicle is damaged or there are problems connecting to the vehicle.
. The vehicle is already reserved .
. Applies to e-cars only: Your driving licence has not yet been successfully verified

I have selected a vehicle, but the lock will not open

Please first check that you are standing by the correct vehicle. The lock may be damaged, not connected or empty. Please choose another vehicle. Of course, you will not be charged for the ride.

How far can I go with an electric vehicle?

The range of the vehicles depends on the vehicle category and may vary slightly depending on weather conditions, driving style and age of the battery.

Experience has shown that you can drive with our fully charged vehicles:

. e-Kick Scooter: 25 km
. e-Bike: 40-50 km
. e-Cargo Bike: 40-50 km
. e-Vespa: 80 km
. e-Car: 300 km

Do I have to wear a helmet?

Whether a helmet is required depends on the vehicle category chosen.

. Helmets are not mandatory for eBikes, eKickscooters and eCargobikes.
. Wearing a helmet is mandatory on eVespas though. In the helmet box you will therefore find two helmets and matching hygienic protective hoods.

How can I start the vehicles?

. E-Kick Scooter

Scan the QR code on the e-kickscooter or select the nearest e-kickscooter in the Evhcle app.

After unlocking the e-kickscooter via the app, place one foot on the footboard, place your hands on the handlebars and press your foot 2-3 times to start riding. Place both feet on the footboard when you are ready to accelerate. Push the right lever down to increase the speed.

To decrease the speed of the e-kickscooter, press the left brake lever (front wheel) or the left lever (rear wheel). Drive carefully and be aware of your surroundings when applying the brakes!

. E-Bike

Scan the QR code on the e-bike or select the nearest e-bike in the Evhcle app. Then click on „Start Ride“ in the app. The e-bike is now unlocked and your ride can begin.

. E-Vespa

Unlock the helmet box via the Evhcle app and press the button to open it. Remove the key from the device and select a suitable helmet.

Stand with your legs over the Vespa and push the handlebars forward with both hands. Insert the key into the lock and turn around. Make sure that the red switch on the right handlebar is in the ON position.

To start the engine, pull the brake on the left handlebar and press the DOWN button at the same time.

. E-Cargo Bike

Scan the QR code on the e-cargo bike or select the nearest e-cargo bike in the Evhcle app.

Then click on „Start Ride“ in the app. The e-cargo bike is now unlocked and your ride can begin.

To do this, turn the key underneath the luggage rack and press the „O“ button on the handlebar. You can now regulate the electric assistance with + and -.

To end or pause the rental, close the lock manually and switch off the on-board computer.

Then end your rental via the app.

. E-Car

Select the nearest electric car in the Evhcle app after validating your driving licence. Open the vehicle via the Evhcle app.

To start the vehicle, step on the brake and press the start/stop button on the right side of the steering wheel. Shift the gear selector to D and drive off.

At the end of the booking, the key and the charging card must be placed in the designated compartment in the glove compartment. Do not lock the vehicle with the key at the end of the booking, only with the app!

How can I park the vehicles?

To activate/deactivate the parking mode, tap the P-mode button in the app, which is shown as a „lock“ symbol. Make sure that the vehicle is parked correctly.

How do I charge the vehicles?

At some locations you will find charging options for e-bikes, e-scooters and e-cargo bikes. Please plug the attached cable into the charging socket on the vehicle and then end the rental.

At some locations we work with replaceable batteries. Here you don’t have to worry about charging.

You will find a charging chip or charging card in the glove compartment for charging the e-car. After you have connected the electric car and the charging station with the charging cable, please hold the charging chip to the charging station and wait for the signal that the charging process has started. A separate charge card or app must be used for charging stations along the route.

How do I end a vehicle rental?

To end your rental, bring the vehicle back to the Evhcle station and connect it to the charging station.

Open the app and slide the ‚End Ride‘ slider to the right. Take a photo showing that the vehicle has been parked cleanly and properly. You will then receive the invoice by e-mail.

. Special features for cargo bikes :

A prerequisite for ending the rental is that the rear U-lock is locked.

To do this, press the lever and push it down to the lower stop. The lock will beep to confirm.

Are you having problems ending your ride? Contact our customer service via the app or by email to support@evhcle.com.

What requirements do I have to meet in order to be able to use an electric vehicle?

You must be at least 14 years old to use the vehicles.

To use an eCar or an eVespa, you must be at least 18 years old and have a valid driving licence (class B).

General

What is evhcle?

evhcle is a mobility service provider based in Munich and is responsible for the provision and service of your chosen sharing vehicle.

I had an accident! What should I do now?

Always call the police to make an accident report. The police report is a prerequisite for the insurance company to cover the damage.

Please inform our customer service immediately at: service@evhcle.com

and tell us what happened and send us pictures of the vehicle.

We will then contact you as soon as possible and inform you about the further procedure.

How am I insured?

All vehicles are covered by third party liability insurance to the extent required by law.

There is comprehensive insurance for the e-cars and e-scooters to the extent of the comprehensive and partial cover insurance (with excess).

If the vehicles are culpably damaged by you during the period of use, you must reimburse the costs of repairing the damage, including the costs of any necessary replacement. Any compensation payments made by the insurance company will be offset.

How do I reach the customer support?

The best way to reach us is by e-mail to service@evhcle.com if your question has not been answered here, or in very urgent cases via our service hotline +49(0) 89 / 24412587 .

Where can I find the terms and conditions?

You can find the General Terms and Conditions here: https://evhcle.com/mietbedingungen

Who is my contractual partner?

When using the offer, eVehicle for you GmbH is the contractual partner and therefore the direct contact.

Pricing and Billing

How much does it cost to rent an electric vehicle?

Rental prices vary depending on the vehicle type and location.

You will find a precise indication of the applicable rental prices directly in the app as soon as you select a vehicle in your vicinity.

After the journey, the cheapest rate is automatically selected for you.

How can I pay?

When registering, choose a credit card (Visa, Mastercard or American Express) or deposit your Googlepay / ApplePay.

We are currently working on the integration of Paypal as a valid form of payment.

How can I change my payment method?

You can add or delete your payment information in the app under Menu > Profile > Payment methods. To assign your payment method to an address, e.g. private and business, go to Menu > Profile > Addresses in the app and add your payment information to an address there.

What are the promo codes for?

With the location-related promo code, you assign yourself to a specific profile and location where vehicles are available for you at special conditions.

If you want to rent vehicles at another location, please email us at: info@evhcle.com

I have received ticket. What do I do now?

If you have caused a ticket, you are responsible for the costs.

  1. The authorities will first send us the ticket. As soon as we have identified you as the driver, we will forward it to the authorities.
  2. You will then receive the ticket from us by email. The fining authority will send you the original by post.
  3. You must transfer the fine directly to the authority. We will also charge you a processing fee, which will be deducted from your payment method.

Please note:

  1. As we are dependent on the processing time of the fining authorities, tickets may also relate to journeys made several months ago.
  2. Your time limit for appealing to the fining authority does not expire until the ticket has been sent to you by post by the fining authority.
  3. Please always make sure to enter your current home address in your account. If the authority does not reach you by post, you will have to pay reminder fees.

Translated with DeepL.com (free version)

Welche Voraussetzungen muss ich erfüllen, um das E-Carsharingangebot zu nutzen?

Um unser E-Carsharingangebot nutzen zu können, musst Du folgende Voraussetzungen erfüllen:

  • Mindestalter: Du musst mindestens 18 Jahre alt sein.
  • evhcle-App: Du hast dich erfolgreich in unserer App registriert und hast die Bonitätsprüfung bestanden.
  • Gültiger Führerschein: Ein gültiger Führerschein der Klasse B wurde in der App verifiziert. 
  • Zahlungsmittel: Für die Buchung ist ein gültiges Zahlungsmittel notwendig.

Nach erfolgreicher Registrierung und Verifizierung kannst Du direkt Fahrzeuge buchen und losfahren.

Bei Fragen schreibe uns gern: service@evhcle.com

Was kostet das Carsharing? Und gibt es eine Kilometerbeschränkung?

Die Kosten für eine Fahrt ergeben sich aus einer Buchungsgebühr sowie dem Zeittarif (Kosten für den Buchungszeitraum). Bei PKWs wird zudem ein Kilometertarif (pro gefahrener Kilometer) erhoben. Hier findest Du unsere allgemeinen Nutzungspreise.

Da unsere Standortpartner teils sehr attraktive Sonderkonditionen ermöglichen oder Bewohnerinnen und Bewohner bestimmter Wohnquartiere von vergünstigten Tarifen profitieren, empfehlen wir, die jeweils gültigen Preise vor Fahrtantritt direkt in der App einzusehen.

Die Kosten einer Fahrt inkludieren den Ladestrom zum Zeitpunkt der Ausleihe, Versicherungsgebühren, Steuern, usw. 

Wie wird das E-Carsharingauto geladen?

Das E-Carsharingauto steht bei Fahrtbeginn in der Regel voll aufgeladen am Carsharingparkplatz für Dich bereit – das Laden dort ist für Dich kostenlos. In der App kannst Du jederzeit den aktuellen Ladestand des Fahrzeugs einsehen. Sollte während Deiner Fahrt der Ladezustand einmal niedrig sein, kannst Du an einer öffentlichen Ladestation auf eigene Kosten zwischenladen. Wir empfehlen hierfür die App der EnBW, mit der Du verfügbare Ladesäulen einfach finden und den Ladevorgang starten kannst.

Nach Fahrtende steckst Du das Fahrzeug bitte wieder in die Wallbox am Stellplatz und aktivierst den Ladevorgang mit der sich im Handschuhfach befindlichen Ladekarte. Im Fahrzeug findest Du eine entsprechende Anleitung. 

Wie funktioniert die Validierung meines Führerscheins?

Die Führerscheinvalidierung ist nur notwendig, wenn Du unser Carsharing-Angebot nutzen möchtest.

Bitte folge den Anweisungen in der App.

Derzeit akzeptieren wir alle Führerscheine aus der EU oder dem EWR.

Ich würde gerne ein Fahrzeug mieten, kann es aber in der App nicht sehen

Dies kann mehrere Gründe haben:

  • Wenn der Ladestand des Fahrzeugs weniger als 30 % beträgt, steht das Fahrzeug nicht zur Verfügung, weil wir nicht wollen, dass Du während der Fahrt stehen bleibst.
  • Das Fahrzeug ist beschädigt oder es bestehen Probleme mit der Verbindung zum Fahrzeug.
  • Das Fahrzeug ist bereits reserviert.
  • Gilt nur für E-Roller/Vespa und E-Auto: Dein Führerschein wurde noch nicht verifiziert.
Ich habe ein Fahrzeug ausgewählt, aber das Schloss lässt sich nicht öffnen

Bitte überprüfe zunächst, ob Du am richtigen Fahrzeug stehst.

Das Schloss kann beschädigt, nicht angeschlossen oder entladen sein. Bitte wähle ein anderes Fahrzeug. Natürlich wird die Fahrt nicht berechnet.

Wie weit kann ich mit einem Elektrofahrzeug kommen?

Die Reichweite der Fahrzeuge hängt von der Fahrzeugkategorie ab und kann je nach Wetterbedingungen, Fahrweise und Alter der Batterie leicht variieren.

Die Erfahrung hat gezeigt, dass Du mit unseren voll aufgeladenen Fahrzeugen folgende Reichweiten fahren kannst:

. E-Kick Scooter: 25 km
. E-Bike:               40-50 km
. E-Cargo-Bike:   50-70 km
. E-Auto:              200-300 km

Wie lade ich die Fahrzeuge auf?

An einigen Standorten findest Du Lademöglichkeiten für E-Bikes, E-Scooter und E-Lastenräder. Bitte stecke das angeschlagene Kabel in die Ladebuchse am Fahrzeug und beende dann die Miete.

An einigen Standorten arbeiten wir mit austauschbaren Batterien. Hier musst Du Dich nicht um das Aufladen kümmern.

Zum Aufladen des E-Autos findest Du im Handschuhfach einen Ladechip oder eine Ladekarte. Nachdem Du das E-Auto und die Ladestation mit dem Ladekabel verbunden hast, halte bitte den Ladechip an die Ladestation und warten auf das Signal, dass der Ladevorgang begonnen hat. Für Ladestationen auf der Strecke muss eine separate Ladekarte oder App auf Deine Kosten verwendet werden.

Wer ist evhcle?

evhcle ist ein Mobilitätsdienstleister aus München und ist für die Bereitstellung und den Service des von Dir ausgewählten Sharing-Fahrzeugs verantwortlich.

Ich hatte einen Unfall! Was soll ich jetzt tun?

Rufe immer die Polizei an, um einen Unfallbericht zu erstellen. Das polizeiliche Protokoll ist die Voraussetzung dafür, dass die Versicherung den Schaden übernimmt.

Bitte informiere umgehend unseren Kundendienst unter service@evhcle.com und teile uns mit, was passiert ist und sende uns bitte Bilder des Fahrzeugs zu.

Wir werden uns dann so schnell wie möglich mit Dir in Verbindung setzen und Dich über das weitere Vorgehen informieren.

Wie bin ich versichert?

Für alle Fahrzeuge besteht eine Haftpflichtversicherung im gesetzlich vorgeschriebenen Umfang.

Für die E-Autos besteht eine Vollkaskoversicherung, die dem Umfang der Vollkasko- und Teilkaskoversicherung (mit Selbstbeteiligung) entspricht. Werden die Fahrzeuge während der Nutzungszeit durch Dich schuldhaft beschädigt, hast Du die Kosten im Rahmen der Preis & Gebührenübersicht zu tragen. Weitere Infos: https://evhcle.com/preis-und-gebuehrenverzeichnis

 

Wie erreiche ich den Kundensupport?

Am besten erreichst Du uns per E-Mail an service@evhcle.com oder über unsere Service-Hotline +49 89 244 125 87

Wo kann ich die geltenden Mietbedingen finden?

Die aktuell geltenden Mietbedingungen findest Du in der App unter dem Reiter „Mietbedingungen“ und hier.

Wer ist mein Vertragspartner?

Bei der Nutzung des Angebotes ist die eVehicle for you GmbH Vertragspartner und damit direkter Ansprechpartner.