Frequently Asked Questions
How can I order a RideSTEP?
You can order your e-scooter easily by signing up on our website. We will reach out to you to make an appointment for delivery. At delivery we will collect your valid ID proof and a 100% returnable deposit amount.
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 phone call on 0486935284 or by email on firstname.lastname@example.org and we will send you a technician who can repair your device on the spot or can switch your broken device with a working one. We will make sure that your scooter always works!
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 of your deposit amount. You will receive a new scooter within 48 hours after reporting upon payment of a new deposit amount.
Where is RideSTEP available?
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! More details and updates about these regions will be shared soon.
What is the minimum contract duration and notice period?
As promised, there is no commitment at all! You can end your subscription any time with one (1) month notice period.
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 60 km for Elite). Additionally, 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 4-5 hours for Eco to 8-9 hours for Elite models.
What if I have my own scooter, can I still use your service?
We are currently working on a subscription model for service (repair and maintenance) for scooter owners. Please contact us for more details (email@example.com).
What are the ID proof and deposit for?
We collect a valid ID proof and a 100% returnable deposit to cover for theft, damages due to abnormal usage or non-payment of monthly subscription. The deposit will be returned upon the end of subscription once the e-scooters are returned. The value of the deposit varies based on your subscription ranging from €100 for Eco to €250 for Elite models.
Can I change my subscription?
Yes, you can easily upgrade/downgrade your subscription 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 by the RideSTEP subscription?
RideSTEP subscription covers all usage related wear and tear (e.g. flat (or worn) tires, non-functional display screen, etc). It does not cover damages caused by accidents, negligence by user or vandalism. The user is responsible for taking 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?
RideSTEP 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.
How can I cancel my Ridestep subscription?
You can send us an email at firstname.lastname@example.org or give us a call to request a cancellation. Our team will arrange for a week where you can return the device. In normal cases you will need to drop off the device at our warehouse address. Exceptionally Ridestep will arrange for a pickup of the device free of cost.
Can I upgrade my device firmware?
No. Ridestep does not allow any of its customers to make any irreversible upgrades or changes to either the software of hardware of the device.