{"id":39,"date":"2022-08-11T12:13:22","date_gmt":"2022-08-11T10:13:22","guid":{"rendered":"https:\/\/nextbike-live.pluspol-networks.de\/tusbic\/faq\/"},"modified":"2022-08-11T15:54:56","modified_gmt":"2022-08-11T13:54:56","slug":"faq","status":"publish","type":"page","link":"https:\/\/bajs.zagreb.hr\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

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\n \"young <\/div>\n
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\n Frequently Asked Questions <\/h1>\n
\n You want to learn more? Find the most frequent questions about Bajs Zagreb here. <\/div>\n <\/div>\n <\/div>\n[\/vc_column][\/vc_row][vc_row ppi_row_type=”ppi_bg_black” full_width=”stretch_row”][vc_column]

Classics<\/h3><\/div>
<\/i>How can I contact the customer service?<\/h6>

You can reach the Bajs Zagreb customer service at +38515494477<\/a>, bajs@zagreb.hr<\/a> or via App Support function.<\/p>\n<\/div>

<\/i>I have discovered an incorrect debit in my customer account, what can I do?<\/h6>

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<\/a>.<\/p>\n<\/div><\/div>

<\/i>In which cities is nextbike available?<\/h6>

Nextbike is available in over 300 cities worldwide, including Berlin, Warsaw, Budapest, Glasgow and Riga. Use the location search.<\/p>\n<\/div>

<\/i>The frame lock does not open. What shall I do?<\/h6>

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.<\/p>\n

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.<\/p>\n<\/div><\/div><\/div>

Registration<\/h3><\/div>
<\/i>How can I register?<\/h6>

You can sign up via the website or\u00a0 app.<\/p>\n<\/div><\/div>

<\/i>Why do I have to debit 10 \u20ac although the registration is for free?<\/h6>

To verify your payment method and to activate your account, your bank account will be debited with 10 \u20ac. However, this is not a registration fee, but can be used as your starting credit. <\/span><\/p>\n<\/div><\/div><\/div>

Customer account<\/h3><\/div>
<\/i>Why was my account deactivated?<\/h6>

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.<\/p>\n<\/div>

<\/i>How can I change my phone number?<\/h6>

To change your phone number, please contact our customer service at bajs@zagreb.hr<\/a>. Send the email from the email address you use for your account.<\/p>\n<\/div>

<\/i>How do I pay for Bajs Zagreb, how is billing done and where can I retrieve the invoices for my trips?<\/h6>

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.<\/p>\n

With the direct debit payment method, we debit the open fees monthly from your bank account.<\/p>\n

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.<\/p>\n<\/div>

<\/i>I have discovered an incorrect debit in my customer account, what can I do?<\/h6>

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<\/a>.<\/p>\n<\/div>

<\/i>How do I activate my customer account?<\/h6>

To activate your customer account, you need to add a payment method to your customer account. We will deposit a credit of 10 \u20ac 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.<\/span><\/p>\n

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.<\/p>\n<\/div><\/div>

<\/i>When will I receive my invoices?<\/h6>

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”.<\/p>\n<\/div>

<\/i>How can I contact the customer service?<\/h6>

You can reach the Bajs Zagreb customer service at +38515494477<\/a>, bajs@zagreb.hr<\/a> or via App Support function.<\/p>\n<\/div>

<\/i>What happens if my customer account is in the red?<\/h6>

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.<\/p>\n<\/div>

<\/i>How can I delete my account ?<\/h6>

You can delete your account in the nextbike app. Choose \u201cAccount\u201d in the main menu. Enter \u201cSetting\u201d and select \u201cDelete account\u201d at the bottom of the screen.<\/p>\n

Alternatively, you can send us your cancellation by email to bajs@zagreb.hr<\/a> or by post (address in the website footer).<\/span><\/p>\n<\/div><\/div><\/div>

Rent, park and return<\/h3><\/div>
<\/i>How do I return my bike correctly?<\/h6>

If the station does not have fixed bicycle racks, the bike will be locked to itself.<\/p>\n

As a general rule, nobody should be hindered by the parked bike.<\/p>\n

Please note the following:<\/p>\n

The bike may not be parked or returned:
\na) at traffic lights
\nb) parking ticket machines or parking meters
\nc) at road signs
\nd) on sidewalks, if this results in a passage width of less than 1.50 m
\ne) in front of, at and on escape routes and firefighter access zones
\nf) where this conceals the stationary advertising of a third party
\ng) by locking to fences of private or public houses and establishments
\nh) on public transport platforms and bus platforms
\ni) at public bicycle racks<\/p>\n

In case of contravention we reserve the right to charge a service fee.<\/p>\n<\/div>

<\/i>Can I rent my bike in one city and return it in another?<\/h6>

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.<\/p>\n<\/div>

<\/i>The frame lock does not open. What shall I do?<\/h6>

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.<\/p>\n

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.<\/p>\n<\/div>

<\/i>What happens if I return my bike away from stations ?<\/h6>

If you return your bike without permission, a service fee of at least 30 \u20ac will be charged. More information about service charges can be found on the respective website of the system.<\/p>\n<\/div>

<\/i>How do I recognize an official station?<\/h6>

All stations are marked on the map in the app or on the website with large markers (small markers indicate individual bikes). In some cities, there are also signs for stations, terminals or bike stands at the marked locations.<\/p>\n


\nThis 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.
\n<\/p>\n

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.<\/p>\n<\/div>

<\/i>Can I pause my ride during the rental?<\/h6>

Yes, you can.<\/p>\n

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.<\/p>\n

The rental stays active during the pause and will be charged as usual.<\/p>\n<\/div>

<\/i>Why do I have to pay a 30 \u20ac service fee (even though I returned the bike where I rented it)?<\/h6>

A service fee of at least 30 \u20ac will be charged if a bike is returned outside a flex zone or an official station. <\/p>\n

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.<\/p>\n<\/div>

<\/i>Where can I rent bikes with my nextbike account?<\/h6>

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.<\/p>\n

However, some systems require special registration for the appropriate system. Please check a web site of a desired system for more information.<\/span><\/p>\n<\/div><\/div>

<\/i>What do I do if my bike has a defect?<\/h6>

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.<\/p>\n

Unfortunately, we cannot refund any fees if you have continued using the bike despite obvious defects.<\/p>\n<\/div>

<\/i>The return was not successful. What should I do?<\/h6>

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.<\/p>\n

Don\u2019t worry about possible charges if our customer service can\u2019t deal with your case right away. No charges apply as long as you tried to contact them right away.<\/p>\n<\/div>

<\/i>How can I reserva a bike?<\/h6>

You can reserve a bike by selecting the Bajs Zagreb\u00a0station at which you want to starta ride. After selecting the station, the bike reservation menu will be displayed. Select the type of bike you want to reserve. In case the system allows multiple bike rentals, it is possible to make a reservation for multiple bikes. The reservation is valid only for the selected station.<\/p>\n

You can not reserva specific bike, but book the number of bikes to ensure their availability at the desired station.<\/p>\n

The duration of the reservation is limited to 10 minutes, after which a reservation fee will be charged. In addition, if you decide to cancel the reservation, the same fee will apply.<\/p>\n<\/div>

<\/i>How does Bajs Zagreb work?<\/h6>

Register easily and for free via app or website. Bikes can be rented via the nextbike app.<\/p>\n<\/div>

<\/i>Can I rent several bikes parallely with one customer account?<\/h6>

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.<\/p>\n<\/div>

<\/i>How to avert a 30 \u20ac fine for improper return?<\/h6>

If you have returned a bike improperly, you can avert the usual fee of 30 \u20ac by renting the bike again and returning it properly. The successive rentals of the same bike are merged.<\/p>\n

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\u20ac fine will be waved.<\/p>\n<\/div>

<\/i>Where can I return my bike?<\/h6>

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.<\/span><\/p>\n

Bicycles can only be returned to the system where they were rented. Out-of-town returns may be subject to an additional service fee.<\/p>\n<\/div><\/div><\/div>

Our bikes<\/h3><\/div>
<\/i>What bike types does nextbike offer?<\/h6>

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.<\/p>\n

In cities, that offer several bike types, you can use the filter in your app to search for a specific bike type.<\/p>\n

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.<\/p>\n

(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.)<\/p>\n<\/div>

<\/i>What is the maximum load of the bikes?<\/h6>

The maximum load of our bikes and e-bikes is 120 kg, of which a maximum of 5 kg may be transported in the basket.<\/p>\n<\/div><\/div>

<\/i>Does Bajs Zagreb offer children’s bikes, helmets and trailers?<\/h6>

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.<\/p>\n<\/div><\/div><\/div>

Tariffs and conditions<\/h3><\/div>
<\/i>How can I cancel subscriptions?<\/h6>

Subscriptions that don’t prolong automatically do not have to be cancelled. Subscriptions with automatic renewal can be cancelled in the app.<\/p>\n

Information about renewal and cancellation periods can be found in the conditions of the respective subscription in the Wallet of your app.<\/p>\n<\/div>

<\/i>How do I link my Bajs Zagreb account with a partner to benefit from special conditions? Where does the discount apply?<\/h6>

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.<\/p>\n

Detailed conditions can be found on the Nextbike system page, partner pages or in the nextbike application.<\/p>\n<\/div><\/div>

<\/i>What conditions do I get from the daily\/weekly\/monthly or annual subscription?<\/h6>

Subscriptions include 30 free minutes per rental for an unlimited number of rentals. Each additional half hour within the same rental is charged according to the Pay As You Go price list.<\/p>\n

A minimum of 30 minutes must elapse between two rentals in which free minutes are used. For example, you started a rental at 2:00 PM and ended it at 2:20 PM. For that rental, you are charged the free minutes you have due to your active subscription. The next rental in which free minutes will be charged again must start at 2:51 PM at the earliest. All rentals starting before that time will be charged according to the Pay As You Go price list.<\/p>\n

Free minutes are only valid for the first bike if multiple bikes are rented at the same time. The area of \u200b\u200bvalidity of the tariffs may vary – subscriptions are usually only valid for the system in which it was purchased (a subscription in Croatia cannot be used in Hungary, for example).<\/p>\n<\/div>

<\/i>How much does Bajs Zagreb cost and what tariffs are available?<\/h6>

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\u2019s website under the tariffs option. If you don\u2019t know the system\u2019s website, use the location search.<\/p>\n

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.<\/p>\n<\/div><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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