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Frequently Asked Questions

You want to learn more? Find the most frequent questions about Bajs Zagreb here.

Classics

Register easily and for free via app or website. Bikes can be rented via the nextbike app or the hotline.

Nextbike is available in over 300 cities worldwide, including Berlin, Warsaw, Budapest, Glasgow and Riga. Use the location search.

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open the active rental in your app and click on ‘open lock’. Unlocking will be initiated again.

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes. Don’t worry about possible charges if our customer service can’t deal with your case right away. No charges apply as long as you tried to contact them right away.

You can reach the Bajs Zagreb customer service at +38515494477, bajs@zagreb.hr or via App Support function.

Please contact our customer service by app, hotline or email to correct any miscalculations. Please provide us with all necessary information about the rental / tariff / customer account in order to be able to understand the case. Our customer service can be contacted via app under support, via the hotline stated in the footer of the system’s website or via bajs@zagreb.hr.

Registration

You can sign up via the website or  app.

To verify your payment method and to activate your account, your bank account will be debited with 10 €. However, this is not a registration fee, but can be used as your starting credit.

Customer account

Probably open sums could not be debited from your bank account or there is no means of payment deposited. Please check this in your customer account and contact customer service if in doubt.

To change your phone number, please contact our customer service at bajs@zagreb.hr. Send the email from the email address you use for your account.

If you have specified a credit card as the payment method, the fees for your trips will usually be debited 24 hours after your rental.

With the direct debit payment method, we debit the open fees monthly from your bank account.

You can view your rental history and direct debit invoices in your customer account at any time. Log in via the website. Please note that invoices are only available after the end of the month.

Please contact our customer service by app, hotline or email to correct any miscalculations. Please provide us with all necessary information about the rental / tariff / customer account in order to be able to understand the case. Our customer service can be contacted via app under support, via the hotline stated in the footer of the system’s website or via bajs@zagreb.hr.

Invoices are available for SEPA direct debit only. You can download your invoices after the end of the respective month in your customer account via the website under “Account status”.

You can reach the Bajs Zagreb customer service at +38515494477, bajs@zagreb.hr or via App Support function.

If your account goes into the red because open sums cannot be debited, your account will be temporarily deactivated until the open sum has been paid. Please check if you have a valid means of payment.

You can delete your account in the nextbike app. Choose “Account” in the main menu. Enter “Setting” and select “Delete account” at the bottom of the screen.

Alternatively, you can send us your cancellation by email to bajs@zagreb.hr or by post (address in the website footer).

Rent, park and return

If the station does not have fixed bicycle racks, the bike will be locked to itself.

As a general rule, nobody should be hindered by the parked bike.

Please note the following:

The bike may not be parked or returned:
a) at traffic lights
b) parking ticket machines or parking meters
c) at road signs
d) on sidewalks, if this results in a passage width of less than 1.50 m
e) in front of, at and on escape routes and firefighter access zones
f) where this conceals the stationary advertising of a third party
g) by locking to fences of private or public houses and establishments
h) on public transport platforms and bus platforms
i) at public bicycle racks

In case of contravention we reserve the right to charge a service fee.


This is what individual bikes look like on the map. Depending on the system, they may be different colours. Additional symbols for e-bikes or cargo bikes are possible depending on the system.


This is what stations look like on the map. Depending on the system, they can have different colours. Additional symbols for e-bikes or cargo bikes are possible depending on the system.

The bike can only be returned in the city where you rented it, otherwise a return fee applies. Exceptions are the interconnected systems. Return regulations are communicated on the respective website of the system, which can be found via location search.

Please report failed returns immediately to our customer service via app support or the hotline and have the bike number, the parking location and the actual use time ready. Our customer service can be contacted via app under support or via the hotline stated in the footer of the system’s website.

Don’t worry about possible charges if our customer service can’t deal with your case right away. No charges apply as long as you tried to contact them right away.

You can rent up multiple bikes at a time using one customer account only by contacting customer service or calling call center. Booked tariffs and special conditions usually only apply to the first rented bike.

Yes, bikes can alternatively be rented via the hotline.

A service fee of at least 30 € will be charged if a bike is returned outside a flex zone or an official station.

It does not matter if the bike has already been rented outside the flex zone or off a station. The service fee of the previous user does not cover the misconduct of the next user.

With a nextbike account you can use almost all nextbike connected bike sharing systems around the world. In Croatia, you can rent bicycles in more than 40 cities or municipalities.

However, some systems require special registration for the appropriate system. Please check a web site of a desired system for more information.

Defects can easily be reported via the support function in our app. Please check the bike for obvious defects before starting your journey or before renting it and inform us of any damage so that the bikes can be locked and repaired as quickly as possible. If you went off with a bike and only then notice a defect, end your ride and call our service. Only then can we cancel the ride and register the bike for repair.

Unfortunately, we cannot refund any fees if you have continued using the bike despite obvious defects.

If you return your bike without permission, a service fee of at least 20 € will be charged. More information about service charges can be found on the respective website of the system.

Register easily and for free via app or website. Bikes can be rented via the nextbike app or the hotline.

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open the active rental in your app and click on ‘open lock’. Unlocking will be initiated again.

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes. Don’t worry about possible charges if our customer service can’t deal with your case right away. No charges apply as long as you tried to contact them right away.

Yes, you can.

Pause your ride in the app and then close the lock (attention: If you close the lock before you pause your ride, the bike will be returned immediately). To continue cycling, end the pause mode in the app and the lock will open automatically. Never end the pause mode from afar.

The rental stays active during the pause and will be charged as usual.

If you have returned a bike improperly, you can avert the usual fee of 30 € by renting the bike again and returning it properly. The successive rentals of the same bike are merged.

This means that the final rental period is calculated from the start time of the first rental and the return time of the second rental. The break between the two rentals is then also added to the rental time. The 30€ fine will be waved.

Bicycles can only be returned to official parking stations visibile in the nextbike app which may have a physical sign or can be virtual. You can easily see where the official parking stations are located on the location map in the nextbike app.

Bicycles can only be returned to the system where they were rented. Out-of-town returns may be subject to an additional service fee.

E-bikes must be pushed into the charging stand if one exists. If it is not available, place the bike next to the parking stands or at a designated parking place.

Our bikes

nextbike has several bike types, but usually in one city only one bike type is used. You can differentiate between bikes with high or low access and bikes with lock type. Bikes can have combination locks, fork locks on the front fork or frame locks on the rear wheel. Pedelecs and cargo bikes are also used in some cities. As an exception, Usedom has children’s bikes, Veturilo Warsaw also has children’s bikes and tandems.

In cities, that offer several bike types, you can use the filter in your app to search for a specific bike type.

You can find out which bikes are available on the system’s website. If you don’t know the system’s website, please use the location search.

(Our ebike product is in fact a so-called pedelec. This is a bike with limited motor assistance, which is switched on when pedaling. Legally, there is no difference between a pedelec and a pedal bike. Helmets and driver’s licenses are not required.)

The maximum load of our bikes and e-bikes is 100 kg, of which a maximum of 5 kg may be transported in the basket.

As a rule, nextbike and its subbrands like Bajs Zagreb do not offer any accessories. Exception: At the PLUS stations on the island of Usedom you can rent children’s bikes, helmets and trailers. Veturilo Warsaw also has children’s bikes and tandems.

Tariffs and conditions

Subscriptions that don’t prolong automatically do not have to be cancelled. Subscriptions with automatic renewal can be cancelled in the app.

Unless otherwise stated, special conditions through partnership cooperations only apply in the respective city or in the respective nextbike system. Furthermore, the discount usually only applies to the first bike if multiple bikes are rented at the same time.

Detailed conditions can be found on the Nextbike system page, partner pages or in the nextbike application.

Links to partners in order to take advantage of special conditions can either be made via the partner selection in the customer account or by registering with a specific email address, such as the university email address or a work email address. How exactly a link is made can be read on the pricing, CAMPUSbike or partner page of the respective website of the system. If you don’t know the system’s website, please use the location search.

Depending on the system, available tariffs and prices may vary. We typically offer monthly and annual subscriptions in addition to a basic ride fee. In many cities there are also special conditions for public transport subscribers and students. You can read what tariffs are available on the system’s website under the tariffs option. If you don’t know the system’s website, use the location search.

Subscriptions are usually not automatically renewed.

Rates and subscriptions usually only apply to the first bike, if multiple bikes are rented at the same time. You can also find information about this on the website of the system in question.

Category missing

Usually the first 30 minutes per rental are included. Every additional half hour is charged at the basic rate. Free minutes are usually only valid for the first bike if multiple bikes are rented at the same time. The area of ​​validity of tariffs may vary.

Subscriptions are usually only valid for the system in which they were purchased (a subscription in Croatia cannot be used in, for example, Hungary). Prices, area of ​​validity and information on possible automatic tariff extensions can be found on the respective system websites. If you don’t know the system’s website, use the location search.

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 10 € to verify your payment method. This is not a fee but will be available on your account as rental credit. All available payment methods are listed in the app.

After successful debiting your customer account will be activated immediately. Only if you make a bank transfer, your account will be activated after two to four days, depending on the bank.