{"id":7031,"date":"2024-06-28T12:11:54","date_gmt":"2024-06-28T16:11:54","guid":{"rendered":"https:\/\/aveloquebec.ca\/faq\/"},"modified":"2026-06-09T15:27:40","modified_gmt":"2026-06-09T19:27:40","slug":"faq","status":"publish","type":"page","link":"https:\/\/aveloquebec.ca\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\n\n\t<h1>Frequently asked questions<\/h1>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-0\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-0\">To contact us<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-0\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>&nbsp;<\/p>\n<p><strong>Customer service:<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>(418) 627-2511 (option 1)<\/p>\n<p>&nbsp;<\/p>\n<p>Monday to Friday: 7 a.m. to 7 p.m.<\/p>\n<p>Saturday, Sunday and holidays: 8 a.m. to 5:30 p.m.<\/p>\n<p>&nbsp;<\/p>\n<p>At any time, via our <a href=\"https:\/\/www.rtcquebec.ca\/en\/service-la-clientele\/pour-nous-joindre\" target=\"_blank\" rel=\"noopener\">online forms<\/a>.<\/p>\n\t<div class='faq_search_form'>\n\t<form id=\"faq_search\" class=\"form_map\"  method='get' action=\"\/index.php\"> \n\t\t<div class=\"button_block\">\n\t\t\t<input type=\"search\" placeholder=\"Search by keyword\" id=\"search_val\">\n\t\t\t<input type=\"submit\" id=\"sear4\" value=\"Search\">\n\t\t<\/div>\n\t\t<div class=\"errmsg\">No results<\/div>\n\t<\/form>\n<\/div>\n<h2>\n\t\tUsage Criteria\n\t<\/h2>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-0\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-0\">Who can use the \u00e0V\u00e9lo service?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-0\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The service is available to users aged 18 and over, unless the user holds:<\/p>\n<ul>\n<li>A moped license (6D) between the ages of 14 and 17;<\/li>\n<li>A driver&#8217;s license between the ages of 16 and 17.<\/li>\n<\/ul>\n<p>It is prohibited to use the \u00e0V\u00e9lo service for commercial purposes (e.g.: logistics transport, goods transport, etc.).<\/p>\n<p>For more details, consult our <a href=\"https:\/\/aveloquebec.ca\/en\/terms-of-use\/\">Terms of Use<\/a>.<\/p>\n<h2>\n\t\tSafety Rules\n\t<\/h2>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-0\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-0\">Is wearing a helmet mandatory with an \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-0\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Yes, wearing a helmet is mandatory in the province of Quebec for the use of an electric-assisted bicycle (EAB) under the <a href=\"https:\/\/saaq.gouv.qc.ca\/en\/saaq\/documents\/laws-regulations\/highway-safety-code\">Highway Safety Code<\/a>. As our fleet consists entirely of EABs, you are required to wear a bicycle helmet that meets standards in order to use our service.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-1\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-1\">Can I receive a fine for riding an \u00e0V\u00e9lo without a helmet?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-1\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Yes, as wearing a helmet is mandatory in the province of Quebec for the use of an electric-assisted bicycle (EAB) under the <a href=\"https:\/\/saaq.gouv.qc.ca\/en\/saaq\/documents\/laws-regulations\/highway-safety-code\">Highway Safety Code<\/a>.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-2\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-2\">What safety rules must be observed when using an \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-2\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<ul>\n<li>Ensure you meet the minimum age requirement of 18 years and over, unless you hold a moped license if you are between 14 and 17 years old or a driver&#8217;s license if you are between 16 and 17 years old.<\/li>\n<li>Wear a helmet! The law requires it in Quebec for electric-assisted bicycles.<\/li>\n<li>Before riding, check the adjustment and operation of the \u00e0V\u00e9lo, including the seat, brakes, bell, lights, and tire pressure.<\/li>\n<li>Prioritize the bike network whenever possible, or if not, ride on the right side of the public road, in the same direction as traffic.<\/li>\n<li>Do not ride on sidewalks unless signage permits it.<\/li>\n<li>Be alert, do not ride with headphones on, do not text, make calls, or take to the road while intoxicated.<\/li>\n<li>Respect the <a href=\"https:\/\/saaq.gouv.qc.ca\/en\/saaq\/documents\/laws-regulations\/highway-safety-code\">Highway Safety Code<\/a> and maintain distance from other vehicles, while giving priority to pedestrians.<\/li>\n<li>Signal your intentions when changing direction by indicating with your arm where you want to turn.<\/li>\n<li>If you plan to make a short stop along the way, always secure your \u00e0V\u00e9lo with the integrated lock.<\/li>\n<\/ul>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-3\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-3\">Can I ride anywhere with an \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-3\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>No, even though it is an electric-assisted bicycle, you are only allowed to ride on the bike network and on public roads, following the direction of traffic. It is strictly forbidden to take highways and their access ramps. Also, note that the <a href=\"https:\/\/saaq.gouv.qc.ca\/en\/saaq\/documents\/laws-regulations\/highway-safety-code\">Highway Safety Code<\/a> prohibits cyclists from riding on sidewalks unless signage permits it.<\/p>\n<h2>\n\t\tFeatures of the \u00e0V\u00e9lo\n\t<\/h2>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-0\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-0\">What can I do if the battery runs out during my ride?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-0\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>You can continue using your \u00e0V\u00e9lo as a standard bike, without electric assistance. Alternatively, you can return the bike to the nearest station and take another one to continue your trip. Once the bike is returned to the station, the logistics team or the charging station will take care of recharging it.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-1\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-1\">What should I do if the electric assistance does not work even with a fully charged battery?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-1\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Press the button located under the \u00e0V\u00e9lo&#8217;s screen once. If the electric assistance still does not work, you can continue riding without assistance or return the bike to a station. Once docked, press the maintenance button on the left side of the dock, and the logistics team will be informed to check the bike.<\/p>\n<p>Note that electric assistance usually activates automatically when you rent an \u00e0V\u00e9lo and turns off automatically after each use.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-2\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-2\">What is the maximum load an \u00e0V\u00e9lo can carry?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-2\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The maximum load for an \u00e0V\u00e9lo is 120 kilograms (265 pounds), with the basket holding up to 10 kilograms (22 pounds).<\/p>\n<p>It is strictly prohibited under the <a href=\"https:\/\/saaq.gouv.qc.ca\/en\/saaq\/documents\/laws-regulations\/highway-safety-code\">Highway Safety Code<\/a> to transport a passenger, animal, or object that obstructs your view or interferes with bike operation. The basket is designed to carry small items such as a bag or lunchbox. Additionally, no extra equipment (trailer, child seat, etc.) for carrying items or passengers may be added to an \u00e0V\u00e9lo according to our <a href=\"https:\/\/aveloquebec.ca\/en\/terms-of-use\/\">Terms of Use<\/a>.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-3\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-3\">What is the power and maximum speed of the \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-3\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Our bikes are equipped with a 250-watt motor, and electric assistance is limited to a maximum speed of 32 km\/h, as specified by the <a href=\"https:\/\/saaq.gouv.qc.ca\/en\/saaq\/documents\/laws-regulations\/highway-safety-code\">Highway Safety Code<\/a> for electric-assisted bicycles.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-4\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-4\">How can I tell if the \u00e0V\u00e9lo battery is sufficiently charged?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-4\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The battery has a range of up to 70 kilometers on a full charge. The charge level can be checked at any time on the \u00e0V\u00e9lo&#8217;s screen. For most utility rides, a charge level above 20% is sufficient. If the charge level is below 20%, the bike will not appear in the mobile app and will not be available for rental.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-5\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-5\">How do the gears work on an \u00e0V\u00e9lo, and when should I use them?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-5\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Our bikes feature a Nexus system with a 3-speed transmission. This robust system allows you to change gears while stationary or riding. However, it is recommended to shift gears before tackling a hill to avoid the derailleur switching to mechanical mode for a few seconds.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-6\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-6\">Can I put an \u00e0V\u00e9lo on RTC bus bike racks?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-6\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>No, for safety reasons, it is not allowed to place an \u00e0V\u00e9lo on RTC bus bike racks. Due to the \u00e0V\u00e9lo&#8217;s weight, customers might injure themselves while lifting it or damage the bike or racks. If you need to take the bus, return the bike to a station instead and take another one after your bus trip.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-7\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-7\">Can I add a trailer or child seat to an \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-7\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>No, for safety reasons, it is prohibited to add a trailer, cart, child seat, or any other equipment for transporting items or passengers to an \u00e0V\u00e9lo.<\/p>\n<h2>\n\t\tUsing the \u00e0V\u00e9lo Service\n\t<\/h2>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-0\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-0\">How do I rent an \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-0\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Download the \u00e0V\u00e9lo mobile app or visit the website, then sign up for the service by purchasing a plan.<\/p>\n<p>For more information, visit our page on <a href=\"https:\/\/aveloquebec.ca\/en\/how-it-works\/\">how the service works<\/a>.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-1\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-1\">Is the \u00e0V\u00e9lo service available year-round?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-1\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>No, the \u00e0V\u00e9lo service is seasonal and is open from April 15<sup>th<\/sup>\u00a0to November 15<sup>th<\/sup> (subject to change depending on weather conditions). For more details, please visit our page on <a href=\"https:\/\/aveloquebec.ca\/en\/extension\/\">season extension<\/a>.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-2\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-2\">The station is empty, or there are no \u00e0V\u00e9lo bikes available at my station. Why, and what can I do?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-2\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Customers are free to take and return bikes at the station of their choice, which can result in bikes being concentrated in certain locations. To address this, our logistics team monitors bike distribution in real-time and makes necessary efforts to redistribute them across the network.<\/p>\n<p>Nonetheless, some stations may be empty, especially during peak periods. Check our <a href=\"https:\/\/aveloquebec.ca\/en\/stations\/\">stations map<\/a> to find nearby stations and see, in real-time, the number of bikes and docks available.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-3\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-3\">My unlocking period has expired following the purchase of my per-minute ride plan. What should I do?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-3\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Since this is a self-service system, no reservations are possible. This is why you have a 10-minute window to unlock an \u00e0V\u00e9lo after purchasing a per-minute ride plan. If you cannot unlock an \u00e0V\u00e9lo within this time, your plan will expire. You will need to purchase a new plan and use it within the required time frame.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-4\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-4\">Why \u00e0V\u00e9lo stations do not have payment terminals like in other cities?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-4\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Ensuring the reliability of payment terminals was difficult for our teams, so we decided to remove them completely from our stations to improve customer experience. The \u00e0V\u00e9lo mobile app remains the best option for fully enjoying the service! Download it now on the <a href=\"https:\/\/apps.apple.com\/ca\/app\/%C3%A0v%C3%A9lo\/id1568536819?l=en-CA\">App Store<\/a> or <a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.publicbikesystem.avelo&amp;hl=en_CA\">Google Play<\/a>.<\/p>\n<p>Here are some alternative options:<\/p>\n<ul>\n<li>If you are an occasional user and do not want to download the \u00e0V\u00e9lo app, you can purchase an occasional plan directly on our website using your smartphone. If you are out of mobile data, note that ZAP Qu\u00e9bec&#8217;s free Wi-Fi network is available near several of our stations &#8211; <a href=\"https:\/\/www.ville.quebec.qc.ca\/services\/wifi-gratuit.aspx\">find the access points here<\/a>.<\/li>\n<li>No mobile data or smartphone? You can sign up for the \u00e0V\u00e9lo service on a computer through our website and link your OPUS card to your account once completed to unlock bikes (option available for membership plans only).<\/li>\n<li>No access to a computer? Visit the offices of our Integrated Mobility Support Service (SAMI) at 820, avenue Ernest-Gagnon in Quebec City. A staff member on-site will be happy to assist you with registration (option available for membership plans only).<\/li>\n<\/ul>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-5\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-5\">How do I return an \u00e0V\u00e9lo to a docking station?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-5\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>1. Check the <a href=\"https:\/\/aveloquebec.ca\/en\/stations\/\">stations map<\/a> to see real-time station availability, then go to an available dock at a station.<\/p>\n<p>2. Align the bike with the dock, then lift the front slightly to secure it in place. Do not force the locking triangle or push it too abruptly, as the bike might bounce back.<\/p>\n<p>3. Ensure the green light on the left of the dock turns on, confirming the bike is locked, and your ride is closed.<\/p>\n<p>4. A yellow or red light means the bike is not properly docked, and your ride remains open. In this case, you will need to remove the bike and try again.<\/p>\n<p>&nbsp;<\/p>\n<p>If the issue persists, try docking the bike at another available dock.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>IMPORTANT: Never leave the station without ensuring the bike is securely docked. <\/strong>If needed, watch the <a href=\"https:\/\/aveloquebec.ca\/wp-content\/uploads\/2025\/01\/Probleme_ancrage.mp4\">following video<\/a> for expert tips on docking techniques.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-6\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-6\">The station is full, and there are no docks available for me to return my \u00e0V\u00e9lo. Why, and what can I do?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-6\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Despite efforts by our logistics team to redistribute bikes across the network, stations may still become full during peak periods. This is why it is important to check the <a href=\"https:\/\/aveloquebec.ca\/en\/stations\/\">stations map<\/a> regularly to see, in real-time, the number of bikes and docks available before heading to a station.<\/p>\n<p>Nonetheless, if you are using the mobile app and arrive at a station with no available docks, you can receive a 15-minute time credit to deposit your bike at another station:<\/p>\n<p>1. Open the mobile app and log in by clicking on the station icon where you are located on the interactive map.<\/p>\n<p>2. Tap the &#8220;Find Another Station&#8221; button (visible only if the station is full).<\/p>\n<p>3. A 15-minute time credit will automatically be added to your current ride(s) to help you find another station.<\/p>\n<p>4. Refer to the list of nearby stations provided by the app, showing the number of available docks, and locate them on the interactive map.<\/p>\n<p>If needed, watch the <a href=\"https:\/\/aveloquebec.ca\/wp-content\/uploads\/2025\/02\/Credit_de_temps.mp4\">following video<\/a> for steps on how to obtain a time credit.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-7\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-7\">How do I know if an \u00e0V\u00e9lo has been returned correctly to the dock?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-7\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>If the green light on the left of the dock turns on when you insert the bike, it means it has been returned correctly, and your ride is finished. You can also try pulling the bike to ensure it is securely locked in the dock.<\/p>\n<p>If you are using the mobile app, you will also receive a notification confirming the bike has been successfully returned, and your ride is complete.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-8\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-8\">What is the maximum amount of time I can use an \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-8\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>For single rides, usage is charged based on ride duration, so you only pay for the time you ride. For other plans, usage is free in 30- or 45-minute blocks, depending on the plan you chose during purchase. After this time, each additional minute will be billed.<\/p>\n<p>Regardless of the plan, the maximum allowed continuous usage time is 12 hours. We recommend returning the bike to a station as soon as your ride is finished. After this time, the bike will be considered stolen, and penalties may apply under our <a href=\"https:\/\/aveloquebec.ca\/en\/terms-of-use\/\">Terms of Use<\/a>. Remember, the service is primarily designed to facilitate urban mobility. To be shared, the bikes should be used for short trips!<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-9\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-9\">Can I reserve an \u00e0V\u00e9lo in advance?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-9\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>No, it is not possible to reserve one or more bikes in advance. A bike-sharing service is based on the immediate availability of bikes at stations. However, the mobile app and the <a href=\"https:\/\/aveloquebec.ca\/en\/stations\/\">stations map<\/a> on the website allow you to see in real-time the bikes and docks available at stations.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-10\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-10\">How can I check the availability of bikes and docks at each station?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-10\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Check the mobile app or the <a href=\"https:\/\/aveloquebec.ca\/en\/stations\/\">stations map<\/a> on the website to see, in real-time, the availability of bikes and docks at each station. To check a bike&#8217;s battery charge level, you must be physically at the station and view it on the bike&#8217;s screen. If the charge level is below 20%, the bike will not be visible on the interactive map and will not be available for rental.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-11\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-11\">What should I do if I have a technical problem with the \u00e0V\u00e9lo mobile app or website?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-11\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Refresh the mobile app or website by closing and reopening it. If the issue persists, contact Customer Service at 418-627-2511 (option 1).<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-12\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-12\">How do I position my phone in front of the QR code to unlock an \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-12\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The ideal distance from the QR code to your phone is about 30 centimeters (1 foot). Being too far away might make scanning difficult, especially in sunlight.<\/p>\n<p>If you cannot scan the QR code with your phone, you can request a 5-digit code through the mobile app and enter it on the left of the dock to unlock a bike.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-13\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-13\">How do I use the integrated lock on the \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-13\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Insert the end of the cable into the slot provided under the basket at the front of the bike. Then, remove the key on the other side and keep it with you. Remember that the integrated lock is only for temporary stops, and the meter continues to run until you return the bike to a dock.<\/p>\n<p>For more information on using the integrated lock, visit our page on <a href=\"https:\/\/aveloquebec.ca\/en\/how-it-works\/\">how the service works<\/a>.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-14\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-14\">I want to file a complaint or make a comment about the \u00e0V\u00e9lo service. Where can I do this?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-14\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>You can complete <a href=\"https:\/\/www.rtcquebec.ca\/en\/service-la-clientele\/pour-nous-joindre\" target=\"_blank\" rel=\"noopener\">our online form<\/a> for any customer service-related request, including comments, complaints, or general inquiries.<\/p>\n<p>&nbsp;<\/p>\n<p>You can also reach us by phone at 418-627-2511:<\/p>\n<ul>\n<li><strong>Press 1<\/strong> for general inquiries<\/li>\n<li><strong>Press 3<\/strong> for comments and complaints<\/li>\n<\/ul>\n<h2>\n\t\tAccount Management and Billing\n\t<\/h2>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-0\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-0\">Why do you require a security deposit for occasional plans, and how long does it take for the deposit to be released?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-0\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>This security deposit is necessary to prevent the risk of unpaid usage fees, damage, and theft. When purchasing an occasional plan, the customer authorizes the \u00e0V\u00e9lo service to deduct a $100 deposit per bike from their credit card. This deposit may be retained, in part or in full, only in cases of:<\/p>\n<ul>\n<li>Failure to return the bike within 12 hours of rental.<\/li>\n<li>Non-payment of per-minute usage fees or additional charges following the return of the bike to a station dock.<\/li>\n<li>Any other breach of the <a href=\"https:\/\/aveloquebec.ca\/en\/terms-of-use\/\">Terms of Use<\/a> by the user.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>If no violations are observed, the deposit will be released within 4 to 6 days after the bike is returned. However, this timeframe depends on financial institutions and could take up to 10 business days, which is unfortunately beyond our control. If this timeframe is exceeded or if you have any concerns, contact Customer Service at 418-627-2511 (option 1).<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-1\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-1\">How can I purchase an \u00e0V\u00e9lo plan?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-1\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>You can purchase an \u00e0V\u00e9lo plan through the \u00e0V\u00e9lo mobile app or on our website using the &#8220;Register&#8221; button in the main menu. Visit our <a href=\"https:\/\/aveloquebec.ca\/en\/pricing\/\">Pricing<\/a> page to view and compare different plan options.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-2\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-2\">I purchased my plan through the website or mobile app. Can I start using the \u00e0V\u00e9lo service immediately?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-2\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Yes, your plan takes effect as soon as you purchase it and receive the confirmation message, provided the season is open.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-3\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-3\">When can I subscribe?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-3\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>You can subscribe at any time during the \u00e0V\u00e9lo season, which runs from April 15<sup>th<\/sup>\u00a0to November 15<sup>th<\/sup>. Stay informed before the season starts by subscribing to our newsletter or checking our website and social media to know when plans become available.<\/p>\n<p>There are two types of plans: occasional or membership plans. Visit our <a href=\"https:\/\/aveloquebec.ca\/en\/pricing\/\">Pricing<\/a> page for all the details.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-4\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-4\">Can I rent more than one \u00e0V\u00e9lo in a single transaction on my account?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-4\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>For occasional plans, it is possible to rent up to 4 bikes in a single transaction on the same account. For each bike in your possession, you will pay the plan fee and a $100 security deposit.<\/p>\n<p>For membership plans, only one bike can be rented at a time on a single account, and occasional plans cannot be added while your membership remains active.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-5\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-5\">Can I lend my \u00e0V\u00e9lo membership?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-5\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>No, \u00e0V\u00e9lo subscriptions for members are non-transferable. Your \u00e0V\u00e9lo membership is associated with your personal account and linked to your credit card. You are therefore responsible for all rides made with your account.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-6\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-6\">How can I add my OPUS card to my \u00e0V\u00e9lo account?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-6\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>A field is provided to register the number on the back of your OPUS card in the profile section of your online account or mobile app. You can add it during registration or at any time by logging into your account.<\/p>\n<p>Adding your OPUS card allows you to unlock a bike by inserting it directly into the reader to the left of a station dock. This feature applies only to membership plans, and your \u00e0V\u00e9lo account must be active with a valid subscription for the OPUS card to function.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-7\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-7\">In what situations can I use my OPUS card to unlock an \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-7\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Your OPUS card can be used to unlock a bike once it has been registered in your \u00e0V\u00e9lo account through the mobile app or website. The OPUS card allows unlocking only; you must have purchased a membership plan beforehand to rent a bike.<\/p>\n<p>It is not necessary for your OPUS card to already have a valid RTC transport title (bus tickets or passes) to be used for the \u00e0V\u00e9lo service.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-8\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-8\">Do all OPUS cards issued by other transport agencies across the province of Quebec work to unlock an \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-8\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Yes, regardless of which transport agency issued your OPUS card (RTC, STL\u00e9vis, STM, etc.), you simply need to register it in your \u00e0V\u00e9lo account through the mobile app or website and have an active membership plan.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-9\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-9\">Can I use my OPUS card to register for the \u00e0V\u00e9lo service?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-9\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>No, the OPUS card itself cannot be used to sign up for the \u00e0V\u00e9lo service. You must first register and purchase a membership plan through the mobile app or website. Adding your OPUS card to your account will then allow you to unlock a bike at a station by inserting it into the reader to the left of a dock.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-10\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-10\">My credit card transaction was declined. What should I do?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-10\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>We invite you to verify your payment information in your account and ensure that your billing address matches the one associated with your credit card. If your payment information is up to date, please contact your financial institution, as they are the only ones who can resolve issues with your credit card transactions.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-11\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-11\">What payment methods are accepted for using the \u00e0V\u00e9lo service?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-11\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>You can sign up for the \u00e0V\u00e9lo service only by paying with a VISA or Mastercard credit card. For security reasons and to reduce the risk of failed payments, debit cards and prepaid credit cards are not accepted.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-12\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-12\">Does the RTC monthly pass or a subscription to L&#8217;abonne BUS Travailleur or Perso allow me to use the \u00e0V\u00e9lo service for free?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-12\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>No, you need to purchase an \u00e0V\u00e9lo plan to use our service.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-13\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-13\">Could \u00e0V\u00e9lo plans be combined with an RTC pass or other mobility services in the future?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-13\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Yes, as part of an integrated mobility offering, an analysis is planned in the coming years to offer \u00e0V\u00e9lo plans combined with all RTC services, such as buses and Flexibus, as well as other mobility services in the region. For more details, consult <a href=\"https:\/\/www.rtcquebec.ca\/medias\/communiques\/du-concept-la-realite-le-rtc-retient-les-services-de-siemens-mobilite-canada\">this announcement<\/a>.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-14\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-14\">Why none of the \u00e0V\u00e9lo plans are allowing bike use for more than 30 or 45 minutes without additional fees?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-14\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The \u00e0V\u00e9lo service was not designed for long rides but rather to meet the needs of short utility trips, such as commuting to work, meeting a friend, or going to a restaurant, store, tourist attraction, event, etc.<\/p>\n<p>Since the vast majority of utility bike trips take less than 30 minutes, our plans are offered in 30- or 45-minute blocks to give you enough time. However, you can always use the service beyond this duration if needed, subject to additional charges.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-15\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-15\">My \u00e0V\u00e9lo membership was canceled without my request. Is this normal?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-15\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Your membership can only be canceled if you made the request. If you believe your membership was canceled by mistake, contact Customer Service at 418-627-2511 (option 1).<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-16\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-16\">My \u00e0V\u00e9lo account was suspended. Is this normal?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-16\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>In most cases, a suspension occurs when our system detects that your credit card has expired and\/or fees are unpaid. Simply update your payment information in your account and ensure the fees are settled. Your account will then be automatically reactivated.<\/p>\n<p>If your payment information is up to date and all your fees are paid, your account may have been suspended due to non-compliance with our <a href=\"https:\/\/aveloquebec.ca\/en\/terms-of-use\/\">Terms of Use<\/a>. In such cases, no compensation will be provided to the customer.<\/p>\n<p>For assistance or if you believe your account was suspended in error, contact Customer Service at 418-627-2511 (option 1).<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-17\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-17\">How can I get a refund for my \u00e0V\u00e9lo membership or dispute charges?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-17\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Users can request a refund by contacting Customer Service by phone at 418-627-2511 (option 1).<\/p>\n<p>Certain conditions apply to obtain a refund. If the \u00e0V\u00e9lo service <a href=\"https:\/\/aveloquebec.ca\/en\/terms-of-use\/\">Terms of Use<\/a> are violated, the user&#8217;s account may be suspended by the \u00e0V\u00e9lo team without any refund granted.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-18\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-18\">My \u00e0V\u00e9lo membership is set to renew automatically, but I wish to cancel it. What should I do?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-18\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Log in to your account through the mobile app or website, where you can disable the automatic renewal option at any time. If the renewal has already occurred or you need assistance, contact Customer Service by phone at 418-627-2511 (option 1).<\/p>\n<h2>\n\t\t\u00e0V\u00e9lo To Work Program\n\t<\/h2>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-0\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-0\">Why do I need to subscribe or renew through the website rather than the mobile app for the \u00e0V\u00e9lo to work program?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-0\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The email address verification module only works through the website. However, once your account is created and your subscription is active, you can log in to the mobile app and use it to unlock bikes.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-1\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-1\">Is the \u00e0V\u00e9lo to work program also valid for my family or friends?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-1\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The program is not transferable to your family or friends. It can only be used by you through your professional email address linked to your employer&#8217;s domain (@).<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-2\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-2\">How long does the membership last with the \u00e0V\u00e9lo to work program, and what happens if I leave my job in the meantime?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-2\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The membership lasts for one year (365 days) from the purchase date, and automatic renewal is not possible. You will need to revalidate your eligibility for the program each year through the email validation process. If you leave your job in the meantime, you can still use your subscription until it expires.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-3\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-3\">What if I have an annual membership from the previous season that is still active before signing up for the \u00e0V\u00e9lo to work program?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-3\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>You will need to wait for this subscription to expire, and you can then renew with the corporate discount.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-4\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-4\">What should I do if my annual subscription renews after June 30 and I want to register for the \u00e0V\u00e9lo au boulot program?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-4\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>You can renew an annual subscription up to 30 days before it expires. Therefore, if your annual subscription ends between July 1 and July 29, you will be able to renew it before June 30, and your <em>\u00e0V\u00e9lo to Work <\/em>subscription will begin as soon as your current subscription ends. If your annual subscription ends after July 29, then you will have to wait until the following year to take advantage of the program. In the meantime, other plans-such as our 30\u2011day subscriptions-may meet your needs; visit our <a href=\"https:\/\/aveloquebec.ca\/en\/pricing\/\">Pricing<\/a> page for more details.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-5\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-5\">What if I already have an \u00e0V\u00e9lo account with my personal email address before signing up for the \u00e0V\u00e9lo to work program?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-5\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>You will have to create a new account with your professional email address to join the program. You can then delete you personal account or keep it for later on, in the event that you quit your job or are no longer eligible to the \u00e0V\u00e9lo to wortk program.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-6\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-6\">What if I have an annual membership that auto-renews and\/or has just renewed before signing up for the \u00e0V\u00e9lo to work program?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-6\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>If the renewal has not yet been charged to your account, simply deactivate it by logging into your account under the &#8220;Subscription&#8221; tab. If the renewal has been charged but you have not yet used your subscription, you can contact Customer Service to cancel it and receive a full refund. You can then repurchase through the program.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-7\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-7\">Why is the \u00e0V\u00e9lo to work program only applicable to the annual membership with unlimited 45-minute rides?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-7\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The 45-minute annual membership is one of our bestsellers. With a minimum 10% discount through this program, you will enjoy peace of mind with 15 extra free minutes per ride for only a few dollars more than the 30-minute annual membership. It is even more advantageous if your employer offers an additional discount!<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-8\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-8\">Why is the \u00e0V\u00e9lo to work program available only until June 30?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-8\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The vast majority of our annual membership sales occur at the start of the season each year. Therefore, it was more convenient for managing employer participation to keep the program available only during this period. Don&#8217;t wait &#8211; purchase or renew your membership before June 30 to take advantage of the discount!<\/p>\n<h2>\n\t\tDamage, Incidents, or Theft\n\t<\/h2>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-0\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-0\">What should I do if my \u00e0V\u00e9lo is stolen during my rental?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-0\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>You must report the loss or theft of a bike as soon as possible. Contact Customer Service at 418-627-2511 (option 1), and they will guide you through the process.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-1\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-1\">I found an abandoned \u00e0V\u00e9lo. What should I do?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-1\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Please contact Customer Service at 418-627-2511 (option 1) as soon as possible to inform us of the bike&#8217;s location.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-2\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-2\">How can I report a vandalized or damaged \u00e0V\u00e9lo and\/or station?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-2\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Please contact Customer Service at 418-627-2511 (option 1) as soon as possible to report the incident.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-3\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-3\">I lost the key to the integrated \u00e0V\u00e9lo lock. What should I do?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-3\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Contact Customer Service at 418-627-2511 (option 1), and they will guide you through the process. As per our <a href=\"https:\/\/aveloquebec.ca\/en\/terms-of-use\/\">Terms of Use<\/a>, fees may apply.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-4\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-4\">I have a technical issue with an \u00e0V\u00e9lo or the bike is defective. What should I do?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-4\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Return to a station to dock the bike and end your trip, then report the issue by pressing the maintenance button located on the left side of the dock. You have 10 seconds after docking the bike to report it by pressing the button. This will notify our logistics team to check the bike.<\/p>\n<p>If you purchased a per-minute ride plan and the issue occurs within the first 5 minutes, you can take another bike free of unlocking charges and your minutes will simply continue on that bike. Otherwise, you will need to purchase a new per-minute ride plan. This situation does not apply to other plans with unlimited rides.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-5\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-5\">I have a technical issue with a station. What should I do?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-5\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Wait a few minutes, as the station&#8217;s connection may be unstable. If the issue persists, go to another \u00e0V\u00e9lo station. It is not necessary to contact Customer Service since our technical team monitors station connections at all times and intervenes promptly.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-6\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-6\">What should I do in case of an accident with an \u00e0V\u00e9lo?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-6\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>In case of an accident, first contact emergency services if needed, depending on the severity. Then, report the accident to Customer Service at 418-627-2511 (option 1) within 24 hours.<\/p>\n<p>Note that the bike remains your responsibility until it is returned to a station. You must dock the bike and report any damage by pressing the maintenance button located on the left of the dock. If you need assistance returning the bike to a station after an accident, contact Customer Service at 418-627-2511 (option 1).<\/p>\n<h2>\n\t\t\u00e0V\u00e9lo Service Expansion Plan\n\t<\/h2>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-0\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-0\">What is the planned expansion for the \u00e0V\u00e9lo service?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-0\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>By 2028, it is planned to deploy 330 stations and 3,300 bikes in the Qu\u00e9bec City area. For more details, the \u00e0V\u00e9lo service expansion plan can be consulted on the <a href=\"https:\/\/www.rtcquebec.ca\/plan2028\">RTC public transit development plan page<\/a>.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-1\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-1\">How are service areas and station locations selected?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-1\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>The \u00e0V\u00e9lo team selects service areas and station locations based on a rigorous multi-criteria analysis that considers key factors for the service&#8217;s success and the integration of stations into their environment.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-2\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-2\">How can I suggest station locations?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-2\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>You can always propose station location suggestions through the <a href=\"https:\/\/www.voielibre.rtcquebec.ca\/carte-interactive\">Voie Libre interactive map<\/a>. Your suggestions help us plan the network and will be analyzed by our teams. However, we cannot guarantee they will be implemented.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-3\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-3\">Is it planned to extend the season or deploy a winter network in the coming years?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-3\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Analyses are planned in the coming years to study this possibility, and more details will be communicated following these analyses.<\/p>\n\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--label-4\" tabindex=\"0\" aria-controls=\"fl-accordion--panel-4\">Could other types of bikes (e.g.: regular bikes, cargo bikes, etc.) be added to the fleet in the coming years?<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\" id=\"fl-accordion--icon-4\" tabindex=\"-1\"><i title=\"Expand\">Expand<\/i><\/a>\n\t\t\t\t\t<p>Analyses are planned in the coming years to study this possibility, and more details will be communicated following these analyses.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>Frequently asked questions To contact us Expand &nbsp; Customer service: &nbsp; (418) 627-2511 (option 1) &nbsp; Monday to Friday: 7 a.m. to 7 p.m. Saturday, Sunday and holidays: 8 a.m. to 5:30 p.m. &nbsp; At any time, via our online forms. Usage Criteria Who can use the \u00e0V\u00e9lo service? Expand The service is available to users aged 18 and over, unless the user holds: A moped license (6D) between the<\/p>\n<div class=\"readmore\"><a href=\"https:\/\/aveloquebec.ca\/en\/faq\/\" class=\"blueBtn\" >Read more<\/a><\/div>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-7031","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/aveloquebec.ca\/en\/wp-json\/wp\/v2\/pages\/7031","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aveloquebec.ca\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/aveloquebec.ca\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/aveloquebec.ca\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/aveloquebec.ca\/en\/wp-json\/wp\/v2\/comments?post=7031"}],"version-history":[{"count":35,"href":"https:\/\/aveloquebec.ca\/en\/wp-json\/wp\/v2\/pages\/7031\/revisions"}],"predecessor-version":[{"id":10199,"href":"https:\/\/aveloquebec.ca\/en\/wp-json\/wp\/v2\/pages\/7031\/revisions\/10199"}],"wp:attachment":[{"href":"https:\/\/aveloquebec.ca\/en\/wp-json\/wp\/v2\/media?parent=7031"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}