We hope you're doing well.
Please contact us as soon as possible either through the app or by email at esp.help@whoosh.bike and provide us with the following information:
• What happened
• Where it happened
• Date and time
With this information, we'll review the case and let you know the next steps

Whoosh app is supported on iOS devices running version 10.0 and higher, and on Android devices with version 5.0 and higher.

Unfortunately you will not be able to use the app if your smartphone OS does not support Google services, such as Google Maps.

Yes. All trips include personal accident insurance at no additional cost.
This applies only in the event of injury to the user and provided that traffic regulations are followed, such as wearing a helmet, being of legal age, and adhering to traffic rules.

On some rides, the app may place a temporary hold on funds to guarantee payment. These are not the final charge.
When you finish the ride, you’ll only be charged for what you used, and the rest will be released (it may take a little while to show up in your account, depending on your bank).

You can view the full payment details in the app: Menu ➡ Ride History.
If you have any questions, you can contact support from there.

You may ride on bike paths and roadways, always using the right lane and traveling in the direction of traffic.
Riding on highways is prohibited.
🪖❗For your safety, wear a helmet at all times and follow traffic rules

If you'd like to suggest a new parking spot or request that one be removed, you can do so by filling out this form: Sugiere una zona de parking
We review each request with local authorities to determine whether the change can be made.

If the scooter stops responding, leave it in a parking zone (marked with a P on the map).
No parking nearby? Leave it somewhere where it won’t block pedestrians or cars.

Let us know via the support chat and send a photo of the scooter.
We’ll help you end the trip and review the charge if necessary.

Your scooter may slow down for two reasons:
1️⃣ Low battery
When the battery is low, the scooter automatically switches to ECO mode and slows down.
This is a sign that you should end your trip and find a parking spot.

2️⃣ Speed-restricted zone
In some areas, the speed is automatically limited for safety reasons.
These zones are marked in orange on the app map.

Ride the scooter to the nearest parking area and park it there.
If you can't continue your trip or have any questions, contact support through the app so they can help you end the trip and review the charge, if applicable.

You have two options, depending on what you need to do:

1️⃣ Lock the scooter
Leave it in a parking zone and lock it using the app.
The scooter is locked, but the trip time continues to run and the cost increases.

2️⃣ Park and reserve
End your trip in a parking zone and then reserve it.
The reservation lasts up to 10 minutes, or up to 20 minutes if you have an active plan.

1️⃣ Download the Whoosh app
2️⃣ Verify your email address
3️⃣ Add your phone number
4️⃣ Add a payment method
🔞 Confirm that you are of legal age.
That's it, you can rent a scooter and get going!

1️⃣ Find a scooter near you (in the app or on the street).
2️⃣ Scan the QR code with the app.
3️⃣ Tap “GO”
4️⃣ Pull out the kickstand
5️⃣ Hop on, give it a little push with your foot, and accelerate slowly
That’s it. Have a great ride!

If you can’t scan the QR code, enter the scooter’s name (4 letters or numbers) written on the handlebars.

Whoosh app is supported on iOS devices running version 10.0 and higher, and on Android devices with version 5.0 and higher.

Unfortunately you will not be able to use the app if your smartphone OS does not support Google services, such as Google Maps.

You can reserve a scooter for free from the app, you must choose a scooter in the map and then press "reservation".
The reservation lasts 10 minutes (if you have an active subscription plan, it lasts up to 20 minutes).
To start your ride, go to the scooter and scan the QR code.
If you don't start your ride on time, the reservation will be automatically canceled.

Yes. You can rent up to 3 scooters at the same time using the same account. After starting your first trip, you can add more scooters by tapping the “+” button.
An initial deposit is required for each scooter, and you must complete each trip separately.
👀❗
The account holder is responsible for all rented scooters, even if someone else uses them

A Whoosh scooter is parked at the parking point ("P" sign on the map), most likely, at the one closest to it. Unfortunately, the coordinates may vary slightly, but the scooter is always parked more or less in a place with a "P" sign.

The scooter may beep. Click on the scooter on the map, then you will see a Beep button on scooter screen — just click on it. The scooter will flash the headlight and beep for a while to make it easier to find it.

It's available in the Whoosh app. You can find it in the menu by going to "About Us" and then "User Agreement."
When you sign up, we ask that you read it and confirm that you agree to the terms of service.
You can also read it here: Oferta

You can find the parking zones and riding zones on the app map.

Stay on bike lanes, be as careful as possible on sidewalks. Avoid the roadway, and get off the scooter at road crossings.

The app and the scooter will make a signal that you are crossing the border. Turn around and drive back. The scooter's motor will shut down as soon as you drive out of the permitted driving zone. The map in the app will help you to orient yourself - the zone with accessible parking areas and the zone for trips are marked there.

If the scooter continues to move away, that means that we suspect the user is attempting to steal the scooter. The Whoosh platform will lock all the wheels and permanently deactivate the battery of the scooter, and the user will be fined.

In the app, on the active trip screen, there is a button with a lock symbol — this button blocks the scooter. If the lock on the icon is closed, the wheels are locked, and the acceleration lever does not work. If it is open, the wheels are unlocked, and the acceleration is working — you can go.

If you need to enter a building, but you don't want to end the trip, leave the scooter on the street in a place where it does not block anyone's way, lock the scooter using the lock button in the app and feel free to go. When you return, unlock the lock with the lock button and continue your trip. In this case, the rental cost per minute will not change.

It is not allowed to bring the scooter inside a building. There is a fine for this according to Whoosh rules.

No. You cannot bring or ride our scooter in the subway. There is a fine for this according to Whoosh rules. If you need to take the subway, leave the scooter at the bike parking marked on the app map and end the trip.

Notify the Whoosh tech support in the app chat.

If the scooter has a screen on the handlebar, it will be great if you can tell what error (red number) it indicates.

In the app, we display the expected time in minutes and the distance in kilometers. Of course, it is approximate and depends on external factors: how and who is riding, and even on the temperature outdoors.

As soon as the scooter starts running out of power, the app will send a push notification that it's time to park. You need to start moving towards a parking area.

As soon as the charge becomes low, the scooter will go into economy mode — it will still be powered by the motor, but the speed will be limited to 15 km/h.

When the battery charge is critically low, the scooter will turn off the motor. You will only be able to ride by pushing with your foot or by rolling the scooter alongside yourself.

Your scooter may slow down for two reasons:
1️⃣ Low battery
When the battery is low, the scooter automatically switches to ECO mode and slows down.
This is a sign that you should end your trip and find a parking spot.
2️⃣ Speed-restricted zone
In some areas, the speed is automatically limited for safety reasons.
These zones are marked in orange on the app map.

This is an area where the scooter's speed is automatically limited for safety reasons. These zones typically have heavy pedestrian traffic or other conditions where riding fast could be dangerous.

You can see the reduced-speed zones marked in orange on the app's map.

Local authorities allow scooters to be parked only in designated areas. This helps prevent scooters from blocking the way and ensures that everyone can get around without any problems.

You can only end your trip by parking in a parking zone (marked with a P on the map).
Some zones have parking stands, while others do not. If there are no stands, park neatly and without blocking the pedestrian walkway.

1️⃣ Take the scooter to an area marked with a “P” on the map.
2️⃣ Park it at the edge of the parking lot, without blocking the way.
3️⃣ Lower the scooter’s stand so it stands upright and doesn’t tip over.
4️⃣ Tap the “End Trip” button.
Don’t forget to confirm the end of your trip! This will help you avoid additional charges.

If you'd like to suggest a new parking spot or request that one be removed, you can do so by filling out this form: Sugiere una zona de parking
We review each request with local authorities to determine whether the change can be made.

These stations are equipped with special spots — places / connectors, which can be used only for a bike or a scooter of this particular service. If you park a Whoosh scooter there, the users of another service will not be able to park their equipment there. This is quite unpleasant, and sometimes results in damage to Whoosh scooters. If you are at a "P" point that is marked on the app map, it means that there is a parking area somewhere nearby, which is better suited than the stations of other services.

Park the scooter in a designated parking area so it doesn’t block the way.
Once you have access to a phone or your account, contact support through the app or by emailing esp.help@whoosh.bike
Provide your name, phone number, the date and time of the ride, and, if possible, send a photo of the scooter.
With this information, we’ll be able to close the ride and review the charge if necessary.
🤔👀The scooter has a wireless charging phone holder that can help you if your phone is running low on battery.

Before you start your ride, the app places a hold on your card to ensure there are sufficient funds. This is not a charge; it’s just a temporary hold.
When you finish your ride:
• If the payment goes through successfully, the hold is automatically released.
• The funds will be available again once your bank processes the transaction (this may take a little while).

If for any reason the final payment could not be charged, that held amount is used to pay for the trip.

The price of each ride is displayed before you start.
Simply select a scooter on the map to see the available options.
Depending on your situation, you’ll see:
• Standard ride price
• Price using a minute pack
• Price using an active pass
Each option is calculated automatically in the app.
A subscription (pass) is different from a minute pack, and both may offer different prices.
👉 You’ll always see the cost before starting the trip

The rate consists of the start fee and payment for each minute. This means that the first minute includes the start fee and the cost per minute, and after that, the ride is charged only per minute.

We have dynamic pricing — the start fee and the cost per minute may vary depending on how many people want to ride and how many scooters are available at the moment, the charge of the scooter, and other factors.

We have different rates in different cities. You can check the current rate at the time you want to ride the scooter in the app — just click on the scooter and data on the applicable rate will be shown. The rate will not change during a trip.

Insurance may be included in the cost of each trip. This is optional, and the user can opt out.

In the app, go to "Menu" and select "Trip History."
Choose the trip you want to review, and you'll see the details, including the duration, the Whoosh points earned, and the total cost of the trip.
If you have questions about the charge or the pre-authorization, you'll find a help button on that same screen to contact us.

As soon as you pay for a trip, we’ll send you a receipt via email. In the case of a refund, we’ll send you another one confirming it. We know that refunds can sometimes take a little while, but we can’t speed up the process in any way: the standard processing time for this type of transaction is 7 to 10 days, although it’s usually much faster.

Please note that no receipts are issued for locking or unlocking a deposit, as this is not a debit transaction; in these cases, receipts are not issued. However, you can always generate a receipt and view the transaction status on it (for more details, see the section “My deposit wasn’t refunded”).

Yes. You should drive more slowly and carefully. Avoid accelerating or braking suddenly, and don’t drive through puddles, as the road may be slippery.
Rain doesn’t affect the scooter, but it reduces the stability of the wheels, so it’s important to maintain control at all times.

To brake properly, gently and gradually squeeze the brake levers on the handlebars. This will slow you down gradually and help you maintain control of the scooter.
The rear fender is not designed for braking and may be damaged if you step on it.

Our scooters are too big and powerful for children. They operate in just one mode and can speed up to 25 km/h — a child may lose control of the scooter. Therefore, scooters can only be used by users who are 18 years old.

Two or more people on a scooter is a load that the scooter is not designed for. It may break down while moving. It's also unsafe, because operating a scooter is much more difficult in this case. A fine may be issued if two people ride a single scooter.

The scooters are constantly monitored. If someone tries to move them without authorization, the system detects it and the scooter stops working.
If you see that a scooter has been stolen or is being tampered with, don't hesitate to report it via the app's chat or by clicking "REPORTAR UN PROBLEMA."

Up to 100 kg.

Important — only one person can ride a scooter, regardless of the total weight of the two Whooshers. Do not take passengers on a scooter — it is not safe.

For added safety, use the bell to let others know you're there, especially when approaching pedestrians. It's located on the left side of the handlebars and rings when you turn it.
Make sure your headlight is on at night so others can see you better. You can control it from the app using the 🔦 icon

Please contact support as soon as possible through the app or by calling customer service.
We will review your case and, if necessary, let you know what documentation is required for the insurance assessment.

Yes. All trips include personal accident insurance at no additional cost.
This applies only in the event of injury to the user and provided that traffic regulations are followed, such as wearing a helmet, being of legal age, and adhering to traffic rules.

The insurance covers medical expenses for personal injuries resulting from an accident during an active trip.
It does not cover damage to property, vehicles, or third parties.

The insurance does not cover situations such as:
• Failure to wear a helmet
• Improper use of the scooter
• Accidents that occur outside of an active trip
• Incidents that occur outside the covered municipalities
If the conditions are not met, the claim is considered not covered.

The insurance review may take approximately 45 days, as it depends on the insurer's assessment.

Yes. Article 84 of Chilean Law No. 18,290 states that: “All drivers of motorcycles, scooters, and mopeds, as well as their passengers, must wear a regulation-compliant helmet...”.

Yes. Cyclists must wear reflective gear in low-visibility conditions, such as at night, in fog, or at dawn or dusk.
It is not mandatory to wear a specific vest; reflective bands, armbands, or clothing with reflective material may be used, provided they make the cyclist visible from a distance of 50 meters.

If the road is one-way, scooters and bicycles must ride on the left side of the road, next to the dedicated lane.
If the road is two-way, you must ride on the right side, just like on any other street.

To view the official and up-to-date text of the regulations, please refer to the information published by the Chilean government: Ver información oficial de la ley

By purchasing a monthly subscription, users can save their trip start location to their account for the entire duration of the subscription.
They also receive attractive perks, such as the ability to make 20-minute free reservations.

You can subscribe through the app by going to Menu ➡️ Subscriptions
These can only be used by the account through which they were purchased and can be applied to all group trips booked from that account.

Your subscription period begins on the day you make your purchase and lasts for the duration of the plan you selected, provided that automatic renewal is not enabled.
You can view the start and end dates in the app by going to the Subscription menu and selecting My Subscriptions.

Yes, the subscription is valid for all trips in all regions where Whoosh operates, with no limits.
HEADS UP! Don't confuse our subscriptions with minute packages 💛

"Whoosh" is the rush of the wind, which is heard at a high speed. This is a sound that means that all of a sudden you are no longer here, but there. This is our name.

Whooshers are Whoosh users who share our values. We really love them very much.

Currently, the law does not provide a specific definition for e-scooters.
Therefore, in practice, traffic rules are applied by analogy to other vehicles. Due to their characteristics, scooters are considered closer to bicycles than to other motorized vehicles:
• Their maximum speed is limited to 25 km/h,
• They are designed for a single person,
• Their power output is similar to that permitted for electric-assist bicycles.

This means that scooters must comply with traffic laws and rules of the road, prioritizing the safety of pedestrians and other road users.
At Whoosh, the scooters are configured to meet these limits, so they cannot exceed the maximum speed or behave like a larger motor vehicle.

Contact us, we are happy to help! We are in touch through Support Chat in the app and through @whoosh_bot on Telegram. If you want to write us an email, no problem: send it to support@whoosh.bike