FREQUENTLY ASKED QUESTIONS

Before you start

When is our service available?

We operate 24/7. Unless there is scheduled maintenance, which users will be informed by via the mobile application.

What documents are needed to sign up for the services?

1- Credit card

2- Email

3- Phone number

What is the weight limit?

110 kg (242 lbs.)

How much is the service?

The just ride plan (default plan), costs 1 €/unlock and 17 cents/min.

Can I pause my ride?

Yes, you can for only 9 cents/min.

Can I reserve a vehicle?

Yes you can. Vehicle reservation costs €1 and is takes up to 15 minutes.

What are our Pricing Plans?

We have three options:

Roxy basic plan: This is the default plan for all our users. Unlock fees apply then we charge you by the minute.

Roxy passes: These passes offer users 4 free rides per day for up to 20 mins each. We offer daily, weekly, and monthly passes.

Roxy unlimited unlocks: With this offer you get unlimited free unlocks. We offer monthly free unlimited unlocks.

Note: Please refer to the promos section on the Roxy App for more information. Additional promos may be available in the promotions section as well.

Can I share my membership?

No. Sharing is caring. However, each membership is created for one person only.

Can I unlock multiple vehicles at the same time?

Yes, you can. You need to make sure that all your unlocks are for people who comply with User Agreement .

You can unlock up to 2 vehicles at the same time from your account. After unlocking the first vehicle you will see a "+" sign on the top left of your app by pressing on it you will be to see the "add ride" option.

Reporting

I saw a scooter getting misused, what can I do?

We want to thank you for being a wonderful person.

Please send us a message via the Roxy app or contact us at support@roxy-mobility.com

I saw a vehicle that is not parked properly, what can I do?

Please send us a message via the Roxy app or contact us at support@roxy-mobility.com or call us on the number found on our vehicles.

I saw a damaged vehicle, what can I do?

We want to thank you for being a wonderful person.

Please send us a message via the Roxy app or contact us at support@roxy-mobility.com

I have a problem with the Application, what can I do?

We are sorry that you have had this experience. Please send us a message via the Roxy app or contact us at support@roxy-mobility.com

I have feedback or an inquiry, what can I do?

We look forward to your feedback and inquiries. Please send us a message via the Roxy app or contact us at support@roxy-mobility.com

Problems with your ride

My vehicle is not working, what can I do?

We are sorry to hear that you have experienced this inconvenience.

Please send us a message via the Roxy app or contact us at support@roxy-mobility.com

My ID verification is not working, what can I do?

Please send us an email to support@roxy-mobility.com

You should attach a photo of your ID (front & back)

I am not able to end my ride, what can I do?

A ride will not end if the scooter is not in a parking zone, make sure that you are in a blue zone

If you are in the right zone and still unable to end your ride please contact us through the application or send us an email to support@roxy-mobility.com

I was charged the wrong amount, what can I do?

We are sorry to hear that you have experienced this inconvenience.

Please send us a message via the Roxy app or contact us at support@roxy-mobility.com

My vehicle got damaged, what can I do?

Please be sure to go to the hospital if you are injured. Your safety is our top priority.

After you have been treated, please report the incident. Your report will help us fix the vehicle as soon as possible to protect the safety of other users.

Please send us a message via the Roxy app or contact us at support@roxy-mobility.com

During my ride, the vehicle stopped working, what can I do?

It could be one of the following reasons:

1. You are outside of the service area (blue).

Make sure to get inside the service area (blue) and your scooter should continue working.

2. The battery of the scooter has died.

Make sure that your scooter has enough battery charge for your ride. In case this happens, the ride is automatically ended. Make sure to park the scooter in the proper parking place for it. Please send us a message on the Roxy App or contact us at support@roxy-mobility.comSo we are able to locate and charge the scooter with the dead battery.

3. There is a technial issue with the scooter.

Please send us a message via the Roxy app or contact us at support@roxy-mobility.comSo we are able to locate and charge the scooter with the dead battery. So we will be able to offer you a refund for your inconvenience.

Cookie	Duration	Description
cookielawinfo-checkbox-analytics	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional	11 months	The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy	11 months	The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.