Top questions
About the deposit
To ensure payment at the beginning of the trip or at the time of booking, we block €3 on the user's account — this is the deposit. The block is only lifted only after the cost of the trip has been paid in full.

When the payment is made, the deposit will automatically be unblocked, the money will be available in the account as soon as the your card's bank processes the unblocking operation. If you want to check the status of the deposit, request a receipt for the operation — if the status still shows "Processing by bank", "Authorized", or something similar, then you need to wait. If the deposit appears to have been removed, send a receipt to the support chat – we'll check everything.

We can use the deposit to pay for the trip, if its cost does not exceed the deposit amount, and we weren't able to debit the payment from your card upon completion.
A rider hurt me or damaged my property. What should I do?
Firstly, we really hope that you're okay, regardless of what happened. We're in constant contact with all our scooters, so if something happened during a ride, we can find it.
But we'll need some more information too: accident details, location, date and time. Please message us this information in the app or email us at support@whoosh.bike
We'll check everything out and instruct you what to do next.
The scooter won't go
If your Whooshbike stops responding to the accelerator, then leave it in the nearest parking area and, if possible, fasten it with a lock. All nearby parking areas are marked with a "P" on the app map.

If it's a long way to the parking area, don't worry about taking the scooter all the way there. Leave it out of the way of pedestrians and motorists. This is very important.

Contact the support team ASAP about what happened and send a photo of the scooter to the chat. We will check the trip, help you finish your rent, and recalculate the price if necessary.
Scooter speed modes and how to control them
Whoosh scooters are low-powered and do not go faster than 25 km/h. In zones where the limit is reduced, the speed is automatically slowed down to 10-15 km/h. Additionally, you can switch the scooter to a mode that suits you best.

The scooter has three modes — Sport, Drive, and ECO. The only difference is speed. While in Sport mode, the scooter will reach 25 km/h, up to 20 km/h in Drive mode, and ECO will allow you to go 15 km/h at max.

By default, the scooter is set to Sport mode, but you can always change this by double-clicking the button below the scooter display. You can check in which mode the scooter is riding by looking at the screen on the handlebar — you will see S, D or ECO.

Note that when the charge is very low, the scooter automatically switches to ECO mode and starts to go more slowly. This is a sure sign that it's time to end your trip and find the nearest parking area in the app map.
Registration and starting your trip
What do you need to register?
Install the app Whoosh, enter and confirm your email, phone number and add a payment method — link your card directly or via Apple Pay/Google Pay. We will also ask you to confirm your age; only adults can use the service. That's it, you can now take a scooter and ride!
How do I rent an e-scooter?
If a scooter is parked nearby, simply scan the QR code on the steering wheel by pressing the big yellow button in the center of the main screen. The app will then tell you what to do.

If there is no scooter nearby, open the "Find a scooter" tab in the app and select the scooter you want to rent on the map. Get to it and read the scooter QR code. I can't read the QR code — enter the name of the scooter (4 letters or numbers), it's written under the QR code on the steering wheel or on the app map.

After that, all you have to do is get on the scooter, push off a couple of times and press the GO button on the steering wheel and then all that's left is to go for a ride!
How does booking work?
You can book a scooter for 10 minutes. It's free. If you do not start riding within 10 minutes, the booking will end, and the scooter will be available for other Whooshers.

To book, select a scooter on the map in the application, press the round yellow Whoosh button, then the "Book" button. A countdown will appear in the app showing the remaining time of the booking period.

To start a trip, you need to be next to the scooter after you've booked it, press "Start" and scan the QR code on its steering wheel — the trip will begin. To cancel a booking, click on "Cancel booking"' in the view for that particular scooter. If you swipe left to confirm the cancellation, then the booking will be cancelled.

At the beginning of the booking, we'll block the deposit on the Whoosher's account to ensure payment for the trip. If you don't have enough money, you won't be able to book a scooter. Should the booking be cancelled or the time runs out, the block will be lifted automatically.
Can I rent multiple scooters on one account?
One account can rent up to 3 e-scooters at the same time. To do this, you need to select your first one, start a trip on it, then a "+" symbol will appear in the app. Use this to add a second and third whooshbike.

Each scooter will require a deposit at the start and you'll need to finish the trips for each one separately, including taking photos. The account owner must stay close to the scooter when it is parked.

In the case of a group trip, the owner of the account that the scooters were rented from holds responsibility for all rented scooters, even if another person was riding the scooter.
I can't find the scooter, it's not at the place marked on the map
The whooshbike is most likely standing at the parking area closest to it (marked on the map with a "P"). The exact location may deviate slightly, but the scooter will always be more or less in the same spot as the "P" sign.

The scooter can honk for you. If you click on it on the map, there will be a "Beep-beep" button in the scooter view, click on it. The scooter will blink its headlight and beep for a while to make it easier to find it.
Where can I read the user agreement?
The full text of the offer is available on the "About us" tab of the Whoosh app. We encourage each user to read it and confirm they agree with the rules of the service when registering. You can also read it here — Offer
During the trip
Where can I go?
Show the travel and parking area on the app map.

Travel on bike paths, stay extremely cautious on the sidewalks. Do not go onto the roadway, get off the scooter at pedestrian crosswalks.
I need to lock the scooter and do some other things for a while
You can't go inside with your scooter, so there's a round yellow button in the active trip view. It will allow you to either end the trip or pause your trip temporarily.

If you want to go and do other things, place the scooter somewhere out of the way, press the button, and then click on "Lock the scooter". When you press it, the scooter will lock the wheel, and you can step off, it'll be waiting for you when you return.

Unlock the scooter using the same yellow button on the screen.

Note that even when the wheel is locked, time on your rental will still pass and its cost will increase. The rate in this mode does not change.
Can you go on the metro/subway with a scooter?
No. You cannot take our scooter onto the metro/subway and ride. If you do this, you may be fined according to the Whoosh rules. If you need to take the metro/subway, leave the scooter at a bike parking area marked on the map in the app and end the trip.
How long does the battery last?
We show the estimated remaining time in minutes and kilometers in the app. Of course, it is approximate and relies on external factors, such as who is driving the scooter and how, and even the temperature outside.

As soon as the scooter starts to run out of battery, the app will send a push notification telling you it's time to park. You need to start heading towards the parking lot.

As soon as the charge gets low, the scooter will switch to economy mode. The motor will still work, but will not allow it to go more than 15 km/h.

When the battery is extremely low, the scooter will turn off the engine. You will either have to push off with your foot, or roll the scooter alongside you.
Scooter speed modes and how to control them
Whoosh scooters are low-powered and do not go faster than 25 km/h. In zones where the limit is reduced, the speed is automatically slowed down to 10-15 km/h. Additionally, you can switch the scooter to a mode that suits you best.

The scooter has three modes — Sport, Drive, and ECO. The only difference is speed. While in Sport mode, the scooter will reach 25 km/h, up to 20 km/h in Drive mode, and ECO will allow you to go 15 km/h at max.

By default, the scooter is set to Sport mode, but you can always change this by double-clicking the button below the scooter display. You can check in which mode the scooter is riding by looking at the screen on the handlebar — you will see S, D or ECO.

Note that when the charge is very low, the scooter automatically switches to ECO mode and starts to go more slowly. This is a sure sign that it's time to end your trip and find the nearest parking area in the app map.
Speed limit areas
In some places, you won't be able to go at 25 km/h, even in Sport mode — these places are called restricted areas. As a rule, the speed there does not exceed 15 km/h — we set it up so that the travel experience is safe for all road users.

These areas generally include places with high foot traffic, and sections of the path where high speed can lead to accidents and other problems.

Please look at the map in advance and if you don't want to go slowly, make a route to bypass these areas. They're highlighted in orange in the app.
Finishing your trip/parking
Where do I park the scooter?
Parking areas are displayed on the map in the app with a "P" before and during rides. These are the only places where you can complete rides.

Areas marked with a "P" on the map are usually city bike parking or Whoosh branded parking (marked with a "P" on a red background).

There are also virtual parking areas with a "P" on a yellow background. There are no parking racks in these areas — you can just park the scooter here so it doesn't interfere with pedestrians
Why aren't bike rentals or other kick-sharing stations suitable for parking?
These stations have special spots, such as charging places or connectors, you can only place a bike or scooter from that particular service there. If you park a Whooshbike there, someone using the service it is designated for won't be able to put their bike or scooter there. This isn't great and sometimes leads to WhooshBikes being damaged.

If you are at a "P" point, which is marked on the app map, it means that somewhere nearby there is a parking lot more suitable than other services' stations.
How do I park my scooter?
The parking area is marked on the app map with a "P" sign. You need to drive up to it, press the round yellow button in the center of the screen, and then select "End trip".

The app will ask you to take a picture of the scooter. This will help us see that it's okay and parked correctly.

As per the rules of the service, not sending a photo and not parking the vehicle (for example, the scooter not at a "P" point) may cause you to be fined.
How do I end the trip if my phone has run out of battery or broken?
Leave the scooter in a parking lot on the street, charge your smartphone ASAP, then end the trip by and take photos of the scooter. Message support in the app about the current situation, we will consider recalculating the cost.

Other ways you can contact support are via email support@whoosh.bike or you can message support from another account. Be sure to include the phone number of the account on which the scooter was rented.
About rates, deposit, and discounts
How much does a trip cost?
The rate for a specific scooter is displayed by the app. After choosing a scooter but prior to the start of the trip, the scooter view will show the cost of starting and the cost per minute, and whether insurance will apply. As a result, the cost of a trip is the cost of starting plus the cost per minute multiplied by the number of minutes you have ridden for, and the cost of insurance, if you haven't disabled it.

The current base rate in the region is displayed in the app under the "Payment" tab. It's made up from the start cost plus cost per each minute of the trip.

In some cities, dynamic pricing applies, i.e. the cost per minute may rise during periods of high and very high demand, and decrease during periods of low demand.

By clicking on the "Start trip" button, the user agrees with the current price.
About the deposit
To ensure payment at the beginning of the trip or at the time of booking, we block the depositon the user's account. The block is only lifted only after the cost of the trip has been paid in full.

When the payment is made, the deposit will automatically be unblocked, the money will be available in the account as soon as the your card's bank processes the unblocking operation. If you want to check the status of the deposit, request a receipt for the operation — if the status still shows "Processing by bank", "Authorized", or something similar, then you need to wait. If the deposit appears to have been removed, send a receipt to the support chat – we'll check everything.

We can use the deposit to pay for the trip, if its cost does not exceed the deposit amount, and we weren't able to debit the payment from your card upon completion.
Why may the rate change?
The rate is made up from the start cost plus cost per each minute of the trip. Therefore, the first minute includes the cost of starting plus the first minute, and all subsequent minutes only include the cost per minute.

We have dynamic pricing — the cost of starting and cost per minute may change based on how many people want to ride and how many scooters are available, as well as battery level and other factors.

The rate varies in different cities. You can always see the current rate in the app — clicking on the scooter opens data on the start cost and cost per minute at the given moment. During the trip, the rate does not change.

Insurance may be included in the cost of each trip. This option can be adjusted — you can opt out of it by moving the corresponding slider to the left prior to the start of the rental or booking.
Why is kicksharing so expensive?
We use this money to develop the service: we buy new scooters, pay drivers and mechanics, charge, wash and repair scooters, and install parking areas. We are trying to make the service more accessible, but so far a number of technical restrictions do not make it possible for us to reduce the trip cost. We hope that technological breakthroughs will help do so in the near future.
Promotional codes, bonuses and discounts
A promotional code with a discount on start cost for the first trip will be emailed to you after you register.

You need to activate the promotional code before the trip in the "Promo codes" tab in the app. The number times you can add it is usually limited, so if you add a promotional code and then delete it, it will be considered redeemed.

One way you can get a promotional code is during social media promotions.
Payment or refund receipts
As soon as you pay for the trip, we will send you a receipt by email. In the case of a refund, we will send another one confirming it. We know that sometimes you have to wait for a refund, but we cannot speed up the process in any way — the standard time frame for this kind of transaction is 7-10 days, but usually it is done way faster.

Please not that the act of blocking or unblocking the deposit does not have receipts, since this is not a debiting operation — a receipt is not issued in these cases. However, there is always an opportunity to make a receipt and see the status of the operation in it (for more details, see the section "My deposit wasn't returned").
Safety first
Can I ride in the rain?
You can, but be extremely cautious — do not accelerate on slippery surfaces. And please avoid puddles, the scooter isn't scared of rain from above, but driving into a puddle on it is likely to send it to the scooter hospital.
How do I brake on an e-scooter?
The scooter has a lever on the left and right handlebars — these are the front and rear brakes. Pressing it turns on two types of brakes at once: mechanical (disc) and electric (motor).

The rear fender of the scooter is not a brake. The fender can be broken if you step on it, most important thing is that the scooter will not slow down. Use the brake lever on the handlebar to brake.
Why can't kids ride Whoosh scooters?
Our scooters are too big and powerful for kids. They weigh up to 35 kg and go at up to 25 km/h, the child may not be able to cope with the controls. That's why the scooters can only be used by users over 18 years of age.
Why can't two people ride one scooter?
Two or more people on a scooter is a load that the scooter is not designed for. It can break on while going. It is also unsafe, since it is much more difficult to drive a scooter in this situation. You may be fined for riding together on the same scooter.
What happens if someone tries to steal the scooter?
Nothing good. Whoosh scooters are always connected to the cloud platform. This magic automatically monitors the scooter's condition and location. In addition, the scooter is a smart IoT device fitted with sensors, a GPS, and a GSM modem.

If the platform or the scooter suspects a theft attempt, they will prevent it in different ways. For example, the security crew will head out after the scooter.

If a hijacking takes place, the platform will literally ruin the scooter, it will make it so that all of its electronics, battery, and engine cannot be restored.

So, it's better not steal them. Better to ride and enjoy the service. And we will make sure that everything works properly.
What is the weight limit?
Up to 100 kg.

Please note that only one person can ride on a scooter at a time, regardless of the total weight of the two Whooshers. Don't take passengers on the scooter, it's not safe.
About the scooters
Bell and light
The bell is on the left side of the handlebars. It'll either be a "bell" or a ring on the handle that rings when you turn it.

The scooter's headlight turns on automatically if the trip starts in the evening or at night. It doesn't work during the day. You can turn the headlight on or off using the button with the flashlight icon in the scooter trip view.
What kind of scooters do you have?
Whoosh scooters can run up to 25 km/h, battery charge lasts for 30+ km. They have stable pneumatic wheels and two types of brakes: electric and mechanical (disc). The trip will be smooth and safe.

We purchase original scooters from the manufacturer's factory and customize them heavily, transforming the scooters into an Internet of Things (IoT) device. They are always connected to the Whoosh cloud sharing platform. Sensors, GPS and GSM modems constantly report the scooter's status and location.
Who charges them and how?
The scooters are serviced by the city's service team. They work 24/7. As soon as a scooter runs out of batttery, we change the battery or take it for charging and maintenance. When the scooter is ready for new trips, it will pop up on the app map again.
About the Whoosh Pass Subscription
How much does the Whoosh Pass cost and what are the advantages?

By purchasing a subscription, users can save money when paying to start their trips from their account for the entire duration of their subscription. They also gets nice bonuses, such as a free 20-minute booking.

Whoosh Week Pass — benefits will be available for 7 days from the date of purchase. This one costs €2.49. A fine bargain for those taking about ten trips a week.

Whoosh Month Pass — benefits will be available for 30 days from the date of purchase. This one costs €6.99. A fine bargain for those taking more than ten trips a month.

Yes, the subscription isn't perfect for those who rent a scooter 2 times a month but trip for hours. Rest assured, we'll come up with something for you as well ❤️
How do I purchase a Whoosh Pass?
You can subscribe to Whoosh Pass in the app from the Whoosh Pass menu. This will only work for the account it was purchased in, and will apply to all group trips in the account.
How is the subscription period determined?
The subscription starts from the moment of registration and, if auto-renewal is turned off, will end in 7 days (Whoosh Week Pass) or in 30 days (Whoosh Month Pass). The start time is the time that you make your purchase
How do I turn auto-renewal for my subscription on or off?
You can manage subscription renewal in the Whoosh Pass Subscription menu in the app, there's a switch there to enable and disable auto-renewal.

Auto-renewal can be turned off at any time, while the Subscription will continue to operate until the end of the paid period, and no more money will be taken after.
I'm heading to another city. Will my subscription apply there?
Yes, the subscription works for trips in all regions that Whoosh operates in with no limits.
Interesting
What does "Whoosh" mean and who are the "Whooshers"?
"Whoosh" is pronounced [wuːʃ]. It's the sound of a high wind howling. It's a sound you can use to denote high speed movement. That's how we came up with the name.

Whooshers are Whoosh users who share our values. We're big fans of them, to be honest.
How do road traffic rules view e-scooters?
Sadly, existing legislation cannot provide an unambiguous answer to this question. The current version of the traffic rules have no definition of an e-scooter. The closest-related definitions are bicycles and the mopeds. A bicycle is defined by the following parameters: speed of up to 25 km/h, can be fitted with a motor with a rated maximum power for continuous running of up to 250 W, and is driven by a person's muscle power. A moped can hit up to 50 km/h, is driven by an electric motor, and equipped with an engine with a rated maximum power for continuous running from 250 to 400 W.

In our opinion, Whooshbikes are the closest to the definition of a bicycle. The speed is limited to 25 km/h, it can't go any faster. They are physically set in motion by the user, the engine will only start if you push off with your foot and reach a speed of 3 km/h. The Whooshbikes' motors are different, with a 250-watt rated maximum power for continuous running. In addition, you can comfortably climb uphill with the help of the engine, and it can also be used for braking, because in addition to the mechanical one, the Whooshbikes also have an engine brake. The electric motor is also used to limit the speed when driving downhill, to maintain a maximum speed of 25 km/h — since the speed is limited, it will not be possible to hit more than 25 km/h on our scooters.

I can't find an answer to my question? Where can I ask?
Contact us, we'll make sure to reply! You can get in touch with us via live chat with the in-app support. If you want email us, you can using this address — support@whoosh.bike.