FAQ

FLOW is a new 100% electric moped rental service that lets you ride around the city – free from noise and emissions. It’s a fast, affordable, and fun alternative to using a car.

Choose the best pass and ride with FLOW!

To ride one of our FLOW electric mopeds you need:

• A driver's license of category A or A1, valid in Switzerland
• At least 1 year of moped or motorcycle driving experience*
• A valid credit card (VISA, Mastercard, Amex)

We may reach out to you for a quick test upon your sign-up and request additional documents for validating your account.

We are working to offer a special learning program for those who don’t have a driver's license for motorcycles (A or A1) or prior experience using mopeds. We will still need some time until this program is ready. If you are interested in joining the program, please click on this link so we can include you on the waiting list and you’ll be among the first to hear about it.

If you currently have a learner permit, please send it to us by e-mail, and we will add it to your file.

Download the FLOW app and sign up by following the instructions:

• Confirm our terms & conditions
• Fill in your contact information
• Take a picture of your driving license (two sides), your ID or passport, and a selfie
• Enter your credit card information

Just open the FLOW app and see if there is a FLOW e-moped available at the Hub. If so, click on "Reserve", and the e-moped will be reserved for 30 minutes.

Once you are at the FLOW hub, press the “Show Me” button in the app, and the moped will light up and hunk the horn, so you can quickly find it.

Once you have found your vehicle, first of all, please check if there is any damage to the vehicle. If you find any damage, make sure to “Report Damage” in the app before starting the rental.

Ride cautiously, we want you to be safe!

Here is how it works, step by step:
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START THE RENTAL

To start your rental, please follow these steps:

• Check for any damage. If there is damage, please report it in the app by selecting “Report Damage”, so you won’t be held liable for it.
• If the vehicle is charging, please unplug the charger.
• Put the helmet on.
• Remove the moped from the stand and sit on the moped with your feet on each side.
• Adjust mirrors.
• Press the “Start Rental” button - this is the moment when the rental starts.
• Press the “Mode” button on the right handlebar to turn on the motor, you will see “Ready” light up on the dashboard.
• Cautiously turn the handlebar to accelerate – ride safely!
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Be careful – acceleration is strong!
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LOCK & PARK

To park and lock the vehicle during a rental, please follow these steps:

• Ride to a legal parking spot within the business area. To make it easier for you to find public parking spots, we have included them on the map in the FLOW App. Look out for blue “P” signs.
• Use side stand to park the moped.
• Press “Lock FLOW” every time you pause the journey to lock the vehicle and keep it secured.
• If you charge the moped with a cable, please make sure to unplug the charger for locking and unlocking.
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As long as you follow these steps, you don’t need to worry: we have GPS trackers installed on all FLOW vehicles, and will be able to track them in case of theft.
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END THE RENTAL

‍To end your rental, please follow these steps:

• Drive to the FLOW Hub where you rented the vehicle.
• Park the vehicle at one of the parking spots next to the FLOW Hub (indicated with purple “P” in the app). Use the side-stand to park the moped.
• Select "End Rental" in the app. Alternatively, find the sign with the QR code for check-out at the Hub, and scan it to end the rental.
• Leave your helmet in the top case.

• Go back to the e-moped and take a picture of it from behind to show us that you parked correctly - this way you can make sure you don't get fined.
• Report any damage in the app or confirm if no new damage has been caused during your rental
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To end you rental in the Hub:

• To finish your ride go to the Hub and click on "End Rental", or, find the yellow sign with the QR code for check-out.

• Scan the QR code or insert the digital code below the QR.
• Leave your helmet in the top case.
• Take a photo of your moped. Please make sure you report any possible damages.

As a rider of an electric vehicle, you need to be aware of the range of the vehicle. With a fully charged battery, a FLOW moped has a range of up to 150 km. To get a charged battery, (we call it “get juice”), you ride to one of the FLOW Hubs, where the battery will be swapped for a freshly charged one. Or, you can simply get a new moped with a charged battery at the Hub, if available.

Alternatively, you can also charge your moped via the cable with an orange plug located in the box or the top case. Please unplug the charger when you start, lock or unlock the vehicle.

Make sure you don’t run out of battery! Please check the battery level on the moped’s display before each ride and also during each ride, from time to time.

Pro-Rider Tip: we recommend going to the Hub or charge your moped at home when there is 20 km battery range left.

It takes 6-7 hours to fully recharge the moped.

The service is charged per hour, and we offer flexible passes with the following prepaid plans. Each rental includes a certain number of battery swaps (charging) in your package, see below.

The registration fee is 5 CHF, which will be directly transferred into your riding credit with a bonus value of 8 CHF = 1 hour riding.
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Rental Tariffs:

Please refer to the previous section with additional recommendations on tracking your battery level to guarantee a smooth riding experience.

If you don’t buy a pass and go for hourly rental, your credit card will be charged when you return the vehicle at one of the hubs, and do the check-out using the QR code. If you want to save by purchasing a daily pass or weekly pass, your credit card will be charged when you purchase.

You can pick up and drop off the helmets, start rental and get battery swaps at one of the FLOW Hubs.
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You can use the vehicle at all times; please just be mindful of the opening hours to get swaps or pick up/drop off the helmets.

Kindly note that our support service is only available during the business hours: 9.00-18.00 CE(S)T.

• You are allowed to use the vehicle on roads permitted for motorcycles within the Canton of Zurich, as you can see in the app. You are not allowed to use mopeds on the highway.

• Please be aware that to end the rental, you need to return the moped to one of FLOW Hubs.

You are allowed to park in any legal parking spot for motorcycles in the city of Zürich. To make it easier for you to find a parking spot, we have included them in the map in the FLOW app.

For any illegal parking, the City of Zürich may fine you and we will forward the parking fees, plus a service fee.

Check for more information here.

Yes, FLOW provides insurance for you, and it is included in the rental fee:

• Vehicle liability insurance against damage to third parties, drivers or passengers
• Insurance against damage, less the deductible of 500 CHF (see “Vehicle damage”)

First of all, we hope you are safe!

If you have an accident, proceed in the following way:

• Call 117 to contact police and/or emergency;
• Contact FLOW support at support@ride-flow.ch to inform us about the accident and provide further details.

You are responsible for damages on the vehicle. You are insured on vehicle damage, but you have a deductible of CHF 500. This means you’ll be invoiced the first CHF 500 of the repair cost. In addition, we will charge you a fee of CHF 80 to process the damage and repair.

You are obliged to report any damage to our support team within 24 hours via the chat in the app, or via email.

The FLOW team and the service partners at the FLOW hubs check the state of the vehicle after the end of a rental.

Penalties may be applied in the following circumstances:

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Vehicle damage: up to 500.00 CHF

• Vehicle Loss
• Giving service access to another user: up to 500.00 CHF
• Leaving of the permitted area: 200.00 CHF
• Fines and expenses in regards to violation of traffic rules: according to the legislation
• Administration charge (to process fines): 35.00 CHF  
• Administration charge (damages): 80.00 CHF  

Check our Terms & Conditions for more info: https://ride-flow.ch/terms

We are there and happy to help, contact us via chat function in the app, or via email at support@ride-flow.ch!