Why do I see a scooter on the street, but it does not appear available in the app?
It can be for three reasons:
1. It is already reserved: another user has reserved the scooter before you and is on his way to start the rental, in the 15-minute reservation margin.
2. The scooter has a low battery level: our goal is that you always arrive at your destination and that is why we do not show scooters with a low battery. Our team works 24/7 to replace them and ensure they are always charged.
3. It is under maintenance: our mechanics are on their way to take a look.
What is eCooltra?
eCooltra is Europe’s leading service in electric scooters rental per minute, from a mobile application. With eCooltra you enjoy all the advantages of having your own electric scooter, but without worrying about anything.
What is scooter sharing?
It is a new form of transport that involves the temporary and shared use of a scooter for a short period of time.
Is there eCooltra in my city?
You can currently ride an eCooltra in: Barcelona, Madrid, Valencia, Rome, Milan and Lisbon.
How does eCooltra work?
Using eCooltra is as easy as: registering, opening the app, choosing a scooter and driving it. You only pay for the minutes you use the scooter.
Who can use eCooltra?
Any person over 18 with a valid driver’s license (classes: A, B, C or D) can drive our scooters.
How do I register for eCooltra?
To register you just have to download the app from Google Play or the App Store.
How long does it take to activate my account?
Once your registration is finished, our team checks that everything is correct, and within a maximum period of 24 hours proceeds to the activation of your account.
How do I cancel my registration with eCooltra?
If you want to unsubscribe from our service, contact customer service by sending an e-mail to email@example.com.
What type of scooter does eCooltra offer?
eCooltra has thousands of electric scooters of the Govecs and Askoll brands. They are equivalent to 50cc and reach a maximum speed of 48km/h. When booking the scooter, you can see the approximate battery level that it has at that time.
When can I use eCooltra?
You can use eCooltra every day of the week, 24 hours a day.
How do I find my scooter?
You just have to log into the app, select the scooter you want to use from among those shown on the map and press “Book”. You have 15 free minutes to reach it. When you reach the place where the scooter is parked, you can easily locate it by pressing the speaker icon, a function that sounds the horn and starts the turn signals.
What do I do if the scooter is damaged when I arrive?
If the scooter has any damage, send us the incident by pressing the “Report an incident” button.
How do I start the scooter?
Once you reach the scooter and are ready: press “Start ride” on the app to unlock the scooter, download the central stand and press the “Start” button (on the handlebar of the scooter) to turn it on.
Do I need to take my helmet?
It is not necessary. Each scooter is equipped with two helmets of two different sizes. To access them, press the app button to open the trunk/seat. Besides the helmets, you will find hygienic wipes and the scooter documents.
Can I carry passengers?
The scooter model we offer allows two passengers and each scooter has two helmets of different sizes, so you can take a passenger.
Can other people drive with my user?
No, only you can drive using your session. If you allow another user or third party to use your eCooltra account, you will be penalized with a 100€ fine, in accordance with our terms and conditions.
Am I insured?
Yes. The service includes coverage for damages to third parties. For accidental damage and theft of the vehicle itself, the coverage is total, with a deductible of 500€ or 99€, according to the assigned rate. In case of user responsibility, you must pay the amount corresponding to the damages up to a maximum of the amounts established above.
What do I do in case of an accident?
You have to fill in the form of the accident that you will find on the scooter, along with its documentation. Remember to also notify our customer service as soon as possible so they can advise you and pick up the damaged scooter.
What happens if my mobile runs out of battery?
It is necessary to have your phone always charged since with it you start and end the journey through the app. If you run out of battery, you can press the “Start” button on the scooter for 30 seconds until it turns off and your session will automatically go into “Pause” mode until you can charge the phone, or you can contact us to finish your session remotely.
Can I drive wherever I want?
You can ride with the scooter on the routes allowed for a 50cc moped. Remember that you must leave the scooter parked in the area enabled on the app map. Before starting your ride, remember the autonomy of the scooter to be able to end your session within the service area.
Can I drive if there are traffic restrictions due to contamination?
Our scooters are electric and allow you to move freely around your city in a sustainable and environmentally friendly way. For every kilometer traveled with an eCooltra, you save 60g of CO2 for your city.
Can I make a temporary stop during the ride?
If you need to pause the scooter during your ride to resume it later, press the “Pause” button. The pause will only cost you 0,05€ (3€/hour).
What do I do with the scooter once my ride is over?
When you arrive at your destination, park the scooter in the areas enabled for this purpose, put the helmets in the trunk/seat and press the “Finish” button in the app. Check that you have parked the scooter correctly: within the area enabled on the app map and in a place where it is allowed, according to municipal regulations.
What do I do when my session is not closed?
If you have any type of inconvenience, either when starting, during use or at the end of the session, don’t hesitate to contact Customer Service via chat or by sending an email to firstname.lastname@example.org.
How do I use my free minutes?
In the menu of the app you will find the “FREE MINUTES” section where you can check the available minutes you have left and invite your friends with your personal promotion code.
Your friends have to enter this code during the registration to enjoy 30 free minutes. The day they use eCooltra for the first time you will receive 30 free minutes for yourself as well.
Price and promotions
How do I enter a promotional code?
To enter a promotional code, you must access Menu > Payment > Add Promotional Code.
Do we have to pay a registration fee?
Registration in eCooltra is totally free.
How much does it cost to use eCooltra?
At eCooltra you only pay for the minutes that you use the scooter.
Barcelona, Madrid, Valencia, Lisbon
When do the minutes start counting?
The minutes start when you press “Start Ride” in your app and it lasts until you press “End Ride”. Whenever you want, you can check the details of each ride in the app on Menu > My rides.
How and when must I pay for it?
During the process of registration at eCooltra, you must enter your credit card or debit data. Every time your consumption reaches 20€, the system will automatically charge the amount in your card. If you haven’t spent that amount during the whole month, the payment of what you have used at that time will be generated at the end of the month.
Are additional charges possible?
Everything is included in the rate you pay per minute (battery charge, insurance, helmets, maintenance…). However, sometimes there may be an additional charge due to infractions committed by the user.
Is it true that if I bring a friend we both have 10 euros free?
In fact, at eCooltra, we reward you and your friend with 10 euros for free for each friend you invite to register and use eCooltra.
Parking and fines
Where can I park the scooter?
Although you can move freely through your city, the collection and parking areas of the scooters are delimited. This is the enabled area shown in the app map. To end your session, you should always park within the established area. On the other hand, you have to consider the municipal ordinance of each city, which sets the parking regulations. Remember that the user is responsible for the proper parking of the scooters used, and will have to be in charge of the possible penalties arising from improper use.
What do I do if I find a fine?
If you find a fine when you arrive at the scooter you booked, don’t worry. Keep it in the trunk/on the seat of the scooter. In eCooltra, we have a registration of the uses and we can identify the user who has parked the scooter improperly, who must take charge of the mentioned sanction.
What happens if I commit a violation and get fined?
During the period of time you use the scooter, you are responsible for the infractions committed from the time you park it until it is used again by another user, including fines derived from poor parking. Our team will identify the responsible user, who will receive the fine and must deal with it.
Where can I check the Terms and Conditions of use?
You can find all the information here.
Any other question?
If you don’t find the information you are looking for in these FAQs, you can contact our Customer Service by writing in the chat or sending an email to email@example.com. It will be a pleasure to resolve your doubts.