Frequently asked questions
What is an e-scooter subscription?
A subscription simply means receiving an e-scooter for a duration defined by you. It is different from leasing: you will not need to sign a contract for 12-24-36 months, and you will not possess the device at the end of your subscription. We offer the flexibility of 'no-commitment', meaning that you can cancel your subscription any time - with only a one-month notice period. And we will take care of your device any time you need maintenance and repair - for free*!.
How can I order a STEP?
You can order your e-scooter easily by signing up on our website. You can click 'book now', pay the fee of the first month and select your delivery date. If you are not convinced, you can fill your contact details and we will reach out to you to explain our service and answer your questions.
What happens if my e-scooter breaks down?
If something goes wrong with your e-scooter, contact us with the details of the damage via WhatsApp (0486935284) or by email on email@example.com. Depending on the issue, we will either schedule a repair on-spot or swap your broken device with a working one. We will make sure that your scooter always works!
What is the minimum contract duration and notice period?
You can end your subscription any time with one-month notice period. This means that the minimum subscription duration is 2 months.
How do I cancel my STEP subscription?
You can send us an email at firstname.lastname@example.org to request the cancellation of your subscription. Based on the one-month notice period, our team will schedule a pick-up one-month after your request.
What if my scooter gets stolen?
In case of theft, please contact us immediately, by providing us the details, such as date, location and how the incident happened. You will need to report the theft to the police and send us the registered report within 48 hours of the incident. We will charge a deductible fee depending on your type of device. If you would like to continue your subscription, you will receive a new scooter within 48 hours after reporting, upon payment of the fee.
Where is STEP available now?
Good news! We are not limited to big cities and will try to cover every household within the operating range around our regional hubs in Belgium - for now! Currently, we are only available in center and suburbs Brussels, Antwerp and Ghent. However, as of November, we will become available in other parts of Belgium and hopefully in a neighboring country!
How many kilometers can I ride with a full battery?
The range you can cover with your scooter depends on the model you choose (up to 25 km for Eco and up to ~45 km for Premium). The ideal range stated in the specs is subject to variations depending on a variety of factors, such as body weight, riding style (speed and acceleration profile), ambient temperature, tire pressure, age of device and so on.
How do I charge my scooters? How long does it typically take?
At your delivery, you will be given a specific charger for your model. You can charge your scooter using a standard socket at your home/office. Charging time depends on the model you choose ranging from 3-4 hours for Eco to 6-7 hours for Premium models.
What if I have my own scooter, can I still use your service?
We are currently working on a repair platform model for scooter owners. Please visit reparation.ridestep.co for more details.
What is the activation-fee for?
We collect a one-off payment upon delivery. This activation fee covers the first delivery to your address, the following logistics costs for upcoming swaps and cancellation, all the repairs/maintenance during the duration of your subscription, our customer service and other administrative activities.
Can I change my type of subscription?
Yes, you can easily upgrade/downgrade your device by sending us an email 1 month in advance. Please note that the actual swap date might be affected by availability in stock.
How can I take care of my device?
We will provide you care instructions via email upon delivery of the device. To maintain the longevity and to help us in our mission of sustainability we encourage you to read the care instructions well.
What maintenance and repair instances are covered for free by a STEP subscription?
STEP subscription covers all usage related wear and tear (e.g. flat (or worn) tires, non-functional display screen, broken mudguard etc.). It does not cover damages caused by accidents, water leakage (use under heavy rain), negligence by user or vandalism. The user is primarily responsible for taking good care of the device.
Which apps can I use with my device?
You will be sent a list of Apps that you can use with your device once we have delivered your shipment. These apps can track the health of your device and provide other usage related details, such as remaining distance with current battery percentage.
How should I lock my device?
STEP recommends that you lock your device with two locks - one of which must be used to secure the device to a pole. You can get in touch with us to know more about which locks we recommend.
Can I upgrade my device firmware?
No. STEP does not allow any of its customers to make any irreversible upgrades or changes to either the software of hardware of the device.