àVélo is for people aged 18 and over. Users under 18 may use àVélo under the following conditions:
Please note that using àVélo for commercial purposes (e.g., logistical transport, transport of goods, etc.) is prohibited.
Refer to the Terms and Conditions for the general conditions and use of àVélo bike-sharing service.
Yes, in Quebec, helmets must be worn when using electrically assisted bikes (EABs). Since 100% of the àVélo fleet is made up of EABs, you must make sure you have a bicycle helmet with you before using the service. For more information, please refer to the Quebec Highway Safety Code.
Yes, helmets are mandatory for electrically assisted bikes in Quebec, as per the Highway Safety Code.
No, even though àVélo bikes are electrically assisted, you may only ride them on bike paths and public roads. It is forbidden to use highways and their access roads. Please also note that under the Highway Safety Code, only children under the age of 8 are allowed to ride bikes on sidewalks.
You may continue using the bike as a regular bike without electrical assistance. You may also return the bike to an àVélo station and pick-up another one to continue your trip. When the discharged bike will be back at a station, the logistics team or the electric station will take care of recharging the battery. This is why it is recommended to check the battery level before picking-up a bike according on your riding plans. A fully charged battery allows an approximate range of 70 km depending on use and temperature.
Press the button located below the bike screen. If the electrical assistance still does not work, you may use the bike without electrical assistance or return the bike to the nearest station. Once it is docked to a station, press the maintenance button on the left side of the dock. This will notify the technical team who will check the bike. You may rent another bike and reach out to the Customer Service Team to ask for an adjustment to your bill for the unused part of the trip.
Please note that the electrical assistance automatically starts when you rent an e-bike and automatically stops after each trip.
The maximum load the bike can carry is 120 kilograms (265 pounds) and the maximum load the basket can carry is 10 kilograms (22 pounds).
Electrical assistance is limited to 32 km/h, which make it easy to go up hills.
The battery life of the bicycles allows for a range of up to 70 km when the charge level is at its maximum. The battery charge level of the bikes in stations can be viewed on the bike screen. If the battery level of the e-bike is below 20%, it will not be available in the mobile app and you will not be able to unlock it at the docking point.
àVélo bikes are equipped with a Nexus system and 3-speed transmission. This system is robust and allows you to switch gears while at a still position or while in motion. However, it is recommended to change gears before you start going up a hill to prevent the derailer from switching to a mechanical mode for a few seconds.
No, for safety reasons, it is not permitted to put an àVélo bike on the RTC buses bike racks. Due to the e-bikes heavy weight, customers could injure themselves trying to lift the bike, break the bike racks or the bike itself. If you wish to use the bus service, rather return the bike to a station and grab another one after your bus ride as needed.
Download àVélo app, subscribe and purchase a single ride or a membership.
àVélo service is available in accordance with the City of Québec’s bike paths opening period from May 1st to October 31st.
Users are free to pick-up and drop off àVélo bikes at the station of their choice, which means bikes can be concentrated in certain locations. Rest assured, however, that the àVélo logistics team monitors the distribution of e-bikes and ensures they are regularly redistributed throughout the network.
Use the map on the àVélo app or website to find nearby stations and find out, in real time, how many bikes are available.
If you have not been able to unlock a bike after purchasing a “single ride” within 10 minutes, your trip will expire for security reasons.
If you wish to use the service again, you may purchase a new "single ride" and use it within the required timeframe. To obtain a refund for the previous unused trip, contact the Customer Service Team.
Printers are not available at kiosks to avoid paper waste and piles of trash on the ground at stations.
You can either memorize your 5-digit code or take a picture of it with your cellphone or other mobile device.
Once you’ve completed your purchase at the payment terminal, you have 5 minutes to note your 5-digit code.
To retrieve your code, please reinsert your credit card into the payment terminal reader. The screen will turn back on and display your 5-digit code again.
If the 5-minute delay is expired, you can purchase a new trip, memorize your new 5-digit code and pick-up a bike within the allocated time. Later, contact the Customer Service Team for a refund of the first unused ride.
Some stations do not have a payment terminal. It is best to download the mobile app to use the service. If you want to buy directly from a station, check the website to know the location of stations with a payment terminal.
You can get an extra 15 minutes to take your bike to another nearby station when no docks are available.
If you purchased a trip through the mobile app, login to the app, select “I am at the station” and then, “Find another station”. A 15-minute time credit will automatically be added to your trip.
If you purchased a trip through a payment terminal, identify yourself at a terminal by inserting the same credit card you initially used to buy your trip and select “Time credit”.
Please note that this option is only available when the station is full which prevents you from returning the bike there. Refer to the mobile app or the payment terminal to find the nearest stations and view, in real time, the number of available docks where you can return the bike.
If the green light located to the left side of the dock lights up when you slide the bike into it, it means the bike was properly docked and your trip will be terminated. You may also try pulling on the bike to ensure that it is effectively locked to the dock.
Customers having purchased a trip through the mobile app or website will also receive an email confirming that the bike was properly returned.
For a single ride, your time is charged by the minute, so you pay only for the time you spend on the trip. With a subscription, trip duration may be 30 or 45 minutes depending on the selected option at purchase. After this delay, additional minutes will be charged.
Use of the service is limited to 16 consecutive hours. It is recommended to return the bike to a station as soon as your trip is completed. If the bike is not returned after 16 hours, it will be presumed stolen, and you could be charged $3,200. Remember that the bike-sharing service is meant to improve urban mobility.
No, it is not possible to reserve any bikes in advance. A bike-sharing service is based on bikes immediate availability at stations. Nevertheless, the mobile app and website allow you to identify stations where there are available bikes, in real time.
Refer to the àVélo mobile app or website to view, in real time, the bikes availability and number of available docks remaining at each station.
To know the battery charge level of a bike, you must be at an actual station. The battery level is indicated on the bike’s dashboard. If charge is below 20%, it will not be possible to remove this bike from its dock, you will have to choose another one.
Please contact the Customer Service Team at 418-627-2511, option 1. An agent will be pleased to help you.
Ideal distance is about one foot from the QR code. If you are positioned too far, reading of the code will be difficult especially with the sun’s reflection.
You may fill out the online form or contact Customer Service at 418-627-2511, option 3.
When buying a single ride, customers authorize àVélo to charge their credit card with a $100 security deposit per bike. This security deposit will be retained in case of:
If damage to the bike exceeds $100, the user will be responsible for additional repairs and will be billed accordingly.
If the bike is missing and/or stolen, user will be charged an amount of $3,200.
You may buy an àVélo membership through the àVélo mobile app or the website.
Yes, your membership is effective as soon as you receive the confirmation message.
It is possible to subscribe to the àVélo service at any moment through the operating season (May 1st to October 31st).
There are two types of membership: 30 days and annual. For example, if you choose a monthly pass on August 15th, your membership will expire 30 days later, on September 15th. If you choose an annual membership on August 15th, it will expire 365 days later, on August 15th of the following year.
Yes, it is possible to rent up to 4 bikes using the same credit card, but only for single rides.
Please note that the billing will include the unlocking fee as well as $100 security deposit for each rented bike (maximum $400 security deposit for 4 bikes). After that, a per-minute fee will be charged based on the length of the trips when the bikes are returned to a station docking point.
No, àVélo memberships are non-transferable. Your àVélo membership is associated with your personal account and linked to your credit card. You are responsible for each trip completed through your account.
A field is specifically designated to save the number appearing on the back of your OPUS card. You may fill it when you register or by logging in to your àVélo account later in the profile section of your online account and on the mobile app.
Adding your OPUS card to your account will allow you to unlock àVélo bikes by inserting your OPUS card in the card reader at a docking station. Your àVélo account must be activated with a valid membership in order for the OPUS card to work.
The OPUS card you have saved in your àVélo account through the mobile app or the website only allows you to unlock bikes. You still must buy a 30-day or annual pass to ride an àVélo e-bike.
It does not require to have an RTC bus subscription on it to be used for àVélo.
Yes, you must only register your OPUS card in your àVélo account through the mobile app or the website.
No, the OPUS card does not allow you to get the àVélo service.
However, adding your OPUS card to your account will allow you to unlock bikes by inserting your OPUS card in the card reader at a docking station.
We recommend that you verify your payment information in your account. If everything is correct, you should contact your financial institution which is the only instance allowed to block or unblock your transactions.
You may only rent a bike using VISA or MASTERCARD credit cards.
No, you need to buy a single ride or a membership to use the service.
Yes, an analysis will be conducted in the next few years to eventually offer bus and àVélo packages.
The àVélo bike-sharing service is designed for short trips for functional purposes such as going to work, to the restaurant, for shopping, etc.
In addition, most bike trips within Québec City last an average of less than 30 minutes.
Your membership may have been canceled if you failed to comply with the àVélo Terms and Conditions of use. Terms and Conditions of use are accepted by customers prior to a purchase. In such case, there will be no compensation for the customer. For assistance on this matter, please contact Customer Service at 418-627-2511, option 1.
Your membership may have been suspended by the system if your credit card has expired and/or if there are extra charges that have not been paid. Customer will have to update his payment information to his account or contact his financial institution.
If your membership auto-renews, ensure that you keep your credit information to date to avoid any service interruption.
User may ask for a refund by contacting Customer Service by phone at 418-627-2511, option 1. Certain restrictions may apply to obtain a refund. A user failing to comply with àVélo Terms and Conditions of use could see his membership canceled by the àVélo team without any refund.
You must report the loss or theft of a bike as soon as possible. Call Customer Service at 418-627-2511, option 1.
If you find an abandoned bike and want to secure it, we invite you to return it to the nearest station. If no dock is available, we advise you to secure it with the lock that is integrated into the bike (see the How it works page). Afterwards, you will have to inform our Customer Service team by contacting 418 627-2511 (option 1) during opening hours. However, the key must be returned to the RTC Information Centre, located at 820 avenue Ernest-Gagnon.
Finally, you can also contact our Customer Service team and simply indicate the location of the bike. A representative from our logistics team will come and pick up the bike.
Please call Customer Service at 418-627-2511, option1.
Call Customer Service at 418-627-2511, option1 an agent will guide you through what to do.
Return the bike to the nearest station, dock it properly to end your rental period and then report the defective bike by pressing the red repair button located on the dock. You have 30 seconds to report the problem once the bike is docked to the station. This will notify the logistics team that will appoint a technician to proceed with the repair. If you have any issues, you may contact Customer Service at 418-627-2511, option 1.
If you bought a single trip and the problem occurs within the first 5 minutes, you will be allowed to switch bikes at no extra cost using the same 5-digit code. Otherwise, you will have to proceed with the purchase of another trip. This does not apply to users having a 30-day or an annual pass since they have access to an unlimited number of trips.
Wait a few minutes, the station’s connection may be unstable. If the situation persists, proceed to another nearby àVélo station.
In case of an accident, you are required to report the facts within 24 hours by calling Customer Service at 418-627-2511, option 3.
Please note that you are fully responsible for the bike until you return it. You must return the bike to a station, lock it to a dock and then report the issue by pressing the red repair button located on the dock.