About Us

  • What is WIND
  • Why use WIND
  • Email Contact
  • Customer Service

Download & Registration

  • Do I need to pay a registration fee
  • Does the WIND app work on my phone
  • I did not receive the SMS code. What should I do
  • I changed my mobile number. Does this affect my account
  • How do I find an E-Scooter or a Byke near me
  • Why can I not see the map in the app

Pricing & Payment

  • How much does WIND charge
  • Which payment methods does WIND accept
  • Why do I have to permanently save my payment method to your app

Balance & Top up

  • How can I top-up my account
  • What is the benefit of topping up credit to my account
  • Can I withdraw the bonus I received from my account
  • Can I get my credit back

Invite friends

  • How does it work and how many coupons do I get
  • Does the coupon expire

Use of the E-Scooter

  • Are helmets required for rides
  • Do I need a driver’s license
  • How do I start
  • How do I unlock my E-Scooter
  • I cannot unlock my E-Scooter. What should I do
  • How do I ride
  • I did not move my E-Scooter for more than 10 minutes. How should I continue
  • How do I lock my E-Scooter
  • What if I do not have internet connection or if my phone is out of battery when I end my ride
  • My E-Scooter is damaged. What am I supposed to do
  • When can I use an E-Scooter
  • What do I do during bad weather
  • Can I reserve an E-Scooter
  • Can I keep my E-Scooter if I want to take a break

Return of the E-Scooter

  • Where is your operating area
  • Where can I ride the E-Scooter
  • Where can I park my E-Scooter at the end of my ride
  • Can I ride the E-Scooter on sidewalks
  • What happens if I park outside of the operating area
  • What happens if I ride outside off the operating area
  • Why does WIND request location permission
  • What else does the law say about riding E-Scooters
  • What happens if I do not comply with the law

What is WIND?

WIND is a smart dock-less mobility platform. We offer dock-free electric scooter (“E-Scooters”) and bicycle (“Byke”) rentals to fulfill short distance urban trips. We are committed to providing you with an easy, healthy, convenient, reliable, and environmentally friendly way to travel by combining an advanced idea with IoT (Internet of Things) technology. No keys, cash, ID cards, or deposits needed. After just a few clicks on the app, you can immediately hop on and enjoy your ride. WIND will take you there! WIND Product Family WIND: Shared and dock-less electric scooters ("E-Scooters") BYKE: Shared and dock-less bicycles ("Bykes")

Why use WIND?

WIND is a mobility company. Our goal is to sustainably reshape current mobility solutions by offering new means of transportation. We want to incentivize the usage of E-Scooters and Bykes for last mile commuting or discovering the city. Our vehicles have excellent availability and are designed to be more comfortable for riding. You can start and end your journey anywhere within the operating area. Our price categories fit every need and our Customer Care agents are there to assist you if something unexpected pops up.

Email Contact

E-Scooter email support: Customers in France: client@wind.co Customers in Spain: cliente@wind.co Byke email support: kunde@byke-mobility.com

Customer Service

Customers in Spain: +34 900 820 902 (Mo. - Fr. 9h – 19h) Customers in France: +33 (0) 805 37 3594 (Mo. - Fr. 9h – 15h) Byke Hotline: + 0800 380 1080 (Mo. - Fr. 9h – 19h)

Do I need to pay a registration fee?

No, there are no registration fees at all!

Does the WIND app work on my phone?

Our app is currently supported by: iOS9+ (iPhone 5S or newer) Android 4.1+ Please turn on GPS to find available E-Scooters or Bykes on your map and allow WIND to access your location. To unlock and lock your E-Scooter or Byke make sure you activated the GPS and Bluetooth on your phone.

I did not receive the SMS code. What should I do?

If you did not receive the SMS code within 5 minutes after you requested it, please click on the “resend” button or contact our customer service. They will gladly help you. E-Scooter email support: Customers in France: client@wind.co Customers in Spain: cliente@wind.co Byke email support: kunde@byke-mobility.com

I changed my mobile number. Does this affect my account?

E-Scooter email support: Customers in France: client@wind.co Customers in Spain: cliente@wind.co Byke email support: kunde@byke-mobility.com

How do I find an E-Scooter or a Byke near me?

Open your app and look up the closest available vehicle on the map. If you tap the vehicle icon, the map will show you how to get there. You can also pick up the vehicles when you see them on the street. It is as simple as that!

Why can I not see the map in the app?

In order to view the map, please make sure GPS on your mobile phone is turned on. For iPhones, please visit your settings -> access ‘Privacy’ -> ‘Location Services’ and enable location access for us. For Android phones, there are 2 ways to turn on GPS on your mobile phone: 1. You can also turn on the GPS by visiting our App, ‘user center’ -> ‘setting’ -> ‘location service’. 2. Please visit your ‘setting’ -> ‘Apps’ -> choose our app -> ‘permissions’ You can also turn on GPS by visiting our app, ‘user center’ -> ‘setting’ -> ‘location service’.

How much does WIND charge?

WIND offers a customer-tailored services, the product family includes WIND – an dock-free rental electric scooters (“E-Scooter”) service and BYKE – a dock-free rental bicycles (“Bykes”) service. We offer different price plans: Standard price for E-Scooters: Starting at 1€ to unlock then 0.15€/1min. Standard price for Bykes: Starting at 1€/20min, minimum rent is 20 minutes. If the trip is less than 20 minutes, it shall be deemed as a 20 minute interval. If you decide not to ride Byke, you can end the ride within 1 minute without any charge. The trip starts once the E-Scooter or Byke is unlocked and stops when the vehicle is manually locked (Byke) or locked via app (Electric Scooter). Note: Prices can vary depending on regions or advertising campaigns.

Which payment methods does WIND accept?

You can pay by credit card (Visa, MasterCard and American Express), PayPal and Apple Pay. We currently support Apple Pay in Spain and France. More countries to come in the future. Regardless of which payment method you use, we will charge 1€ to verify the account. Of course, this 1€ will be refunded immediately. We will only charge any further amounts after completing a ride.

Why do I have to permanently save my payment method to your app?

Any charges for your rides are based on the duration of usage, which means that we need your PayPal ID to be connected to your account during your rides.

How can I top-up my account?

You can top-up your account under “My wallet”. Just select the amount you want to charge.

What is the benefit of topping up credit to my account?

If you pay a credit to your account, we will give you a bonus which you can use for trips after your credit has been used up. Get 10 EUR bonus if you pay a credit of 25 EUR to your account.

Can I withdraw the bonus I received from my account?

We will refund credits that you have paid and have not yet used as soon as you ask us to do so. Unfortunately, the additional bonus cannot be paid out. The bonus amount will expire if you withdraw your credit.

Can I get my credit back?

Please send an email to our customer service. We will refund your current account balance - without bonus amount - as soon as possible. The bonus amount will expire afterwards. E-Scooter email support: Customers in France: client@wind.co Customers in Spain: cliente@wind.co Byke email support: kunde@byke-mobility.com

How does it work and how many coupons do I get?

Invite your friends to try WIND! After download, they could either enter the invitation code at sign in page by clicking “I have a promo / invitation code” or in the User Center in the “My promotion” section. Once your friend enters the invitation code, she/he will receive 1 coupon for 1 free ride (up to 5€). When the invited friend completes her/his first ride, you will get the same coupon (1 free ride up to 5€). You can invite maximum 50 friends.

Does the coupon expire?

Yes. The code is valid for 30 days after you have received it.

Are helmets required for rides?

For your own safety, you are required by law to wear a helmet. Bring your own helmet before starting a ride. There are no requirements as to the type of helmet – you can choose the one you feel most comfortable with.

Do I need a driver’s license?

In Spain and France, it is not required by law to have a driver’s license to ride an E-Scooter.

How do I start?

Step on the E-Scooter and kick to start your ride. Use the right button to accelerate, and the left button to break. Keep both feet on the E-Scooter while riding. If your E-Scooter is equipped with a back wheel break – step on the back wheel to break. To ride safely, use the brake to slow down when needed.

How do I unlock my E-Scooter?

Scan the QR code on the E-Scooter to unlock. Alternatively, you can also enter the 8-digit E-Scooter number to unlock. If it is too dark, tap the flashlight icon once you open the QR code scanner.

I cannot unlock my E-Scooter. What should I do?

First, please check if your network is well connected and the Bluetooth on your mobile has been enabled. If the E-Scooter does not unlock on the first try, please close the app, restart and try again. Depending on how you first tried to unlock the E-Scooter, we kindly ask you to try the respective alternative. Please try to manually enter the E-Scooter number if you tried to unlock the E-Scooter with the QR-Code and vice versa. If you still cannot unlock this E-Scooter, please report it to us by clicking the “customer service” button in the lower right-hand corner.

How do I ride?

Keep both feet on the E-Scooter while riding. Ride in bike lanes where available, do not ride on sidewalks. You can push the brake button with your left thumb to slow down if needed.

I did not move my E-Scooter for more than 10 minutes. How should I continue?

During your ride, if the E-Scooter is not moving for more than 10 minutes, the motor will turn off automatically. Please click “Continue to Ride” button in the app to unlock and continue your rides.

How do I lock my E-Scooter?

End your ride by clicking “Lock” in the app. Confirm that you have parked within the operating area. If you do not park within the operating area, you will be fined.

What if I do not have internet connection or if my phone is out of battery when I end my ride?

You must click ‘end ride’ in the app to end your ride and pay. Please make sure that you have internet connection and enough battery on the phone.

My E-Scooter is damaged. What am I supposed to do?

Please get in touch with us by clicking the “Customer Service” button in the lower right-hand corner.

When can I use an E-Scooter?

You can ride the E-Scooters during below hours: Spain: 6:00-22:00 France: 7:00 – 21:00

What do I do during bad weather?

For your own safety, do not ride the E-Scooters if weather conditions are unsuited or dangerous.

Can I reserve an E-Scooter?

Sorry, you cannot reserve an E-Scooter at this moment.

Can I keep my E-Scooter if I want to take a break?

Yes, please first make sure your app version has been updated to 3.2.0 or above. During your ride, whenever you want to temporarily park the E-Scooter, simply clicking “Lock” then “Pause ride” in the app. Your E-Scooter will be locked and no one can unlock except you. Remember to park in an accessible space, do not block public pathways (More information on where to park: FAQ/ Return of the E-Scooter). To resume your ride, please click “Continue to ride”. Please be aware that the meter is still on when you are parking temporarily. You will be charged at our standard rate per minute. You can temporarily park the E-Scooter outside of the operating area (no extra charge), but when you end your ride and pay, please confirm that you have parked within the operating area. If you do not park within the operating area, you will be fined.

Where is your operating area?

Please check the map to see the operating area in your city. You can start and end your ride wherever you want within the operating area in the same region displayed without any surcharges. During your ride, you can leave the operating area. Just make sure you finish your ride in the operating area. Please make sure you park your E-Scooter properly. If you park your E-Scooter outside the operating area, retrieval service charges may incur for you.

Where can I ride the E-Scooter?

Rules to ride the E-Scooters : Riding on the sidewalk: not allowed. Streets without differentiated sidewalk: Only allowed when the use of vehicles is authorized and always at a speed of 10 or 20 km/h Bike lane placed on the sidewalk: Riding will be allowed as long as it is done in the direction indicated on the lane, at a speed of 10 or 20 km/h and following the traffic signals. 30 km/h zone: Riding will be allowed when the vehicles’ speed is higher than 20 km/h. Road: Only if the street or the regional road network is equipped with cycling infrastructure (bike lane). Parks: Riding will only be allowed at a speed limit of 10 km/h. Pedestrians’ priority, natural heritage, and urban furniture shall be respected. Traffic signals, bike lanes and routes shall be followed, if available. Riding on parterres, areas with any kind of vegetation, or any area that indicates a prohibition is not allowed.

Where can I park my E-Scooter at the end of my ride?

You can only park the E-Scooter in spaces specifically suited for that. It is prohibited to park by tying the E-Scooters to trees, traffic lights, streetlights, and other unsuitable public structures. It is also prohibited to park in areas where it obstructs emergency exits, load and unload zones, no parking zones, reserved parking spaces, Bicing stations or anywhere where the E-Scooter will bother pedestrians. Remember to park in an accessible space. Don’t block public pathways.

Can I ride the E-Scooter on sidewalks?

No, by law you are not permitted to ride the E-Scooters on sidewalks.

What happens if I park outside of the operating area?

If you do not park within the operating area, you will be fined.

What happens if I ride outside off the operating area?

Please only ride the E-Scooter within the operating area. Once you ride the E-Scooter outside of the operating area, it will slow down.

Why does WIND request location permission?

Location data is only collected when the user’s phone has location services turned on. Unlocking and locking the E-Scooter requires location services. Ending the ride also requires location services to be on so that we know where you dropped off the E-Scooter.

What else does the law say about riding E-Scooters?

Each city issues a number of rules regarding riding E-Scooters. These rules have an objective to ensure both you and the other users of the public space are safe. Be respectful, wear your helmet, and use the bell and lights when necessary.

What happens if I do not comply with the law?

Failure to comply with the regulations can result in fines of up to 500 euros for the most serious infractions, 200 euros for serious infractions and 100 euros for those considered as minor infractions. Comply with the law and avoid having to pay these fines. Remember that your safety and that of others are the most important! In addition, complying with the regulations will result in a good atmosphere and mood for everyone enjoying the city – it is a win-win!