General information

What is Cargoroo?

Cargoroo is an electric shared cargo bike that you can rent with an app for a short or longer period of time. Each cargo bike has its own deisgnated spot. Via the app you can see where the cargo bikes are, which ones are available and you can reserve them.

Who is Cargoroo intended for?

For anyone who can cycle. Want to go somewhere with your kids? Do you have a lot or heavy groceries? Do you want to transport stuff? Then a Cargoroo cargo bike is very handy!

What do I need to rent a cargo bike?

To rent a Cargoroo cargo bike you must be over 18, you must have a smartphone and download the app. You must have an address and a bank account in one of the countries where we operate (currently the Netherlands, Belgium and England). You must also register in the app and issue a direct debit authorization to collect the costs.

Where is Cargoroo active?

We currently have cargo bikes in the Netherlands, Belgium and England. A number of other countries and cities are in preparation. Click on Our Cities in the menu to see the most recent overview. Sign up for the newsletter and you’ll be the first to know.

Will there be a cargo bike near me soon?

We are growing and that means the number of countries, cities and locations where we operate is increasing. If you want to be kept informed, sign up for the newsletter at the bottom of this page and you will receive an email when we come near you. If you want to be kept informed, sign up for the newsletter at the bottom of this page and you will receive an email when we come near you.

How do I contact you?

Via e-mail: support@cargoroo.nl
Via telephone: 085 – 01 61 444 (daily from 8.00 till 21.00)

Register

How do I register for Cargoroo?

Download the app and choose ‘register’. After completing your registration, a telephone verification will follow within 24 hours. You can also call us about this yourself on working days between 09:00-17:00 to verify your account. Keep this in mind when you register. You must be 18 years or older to use the cargo bike.

Identity and Age Verification

When you register, we ask you for a copy of your passport or proof of identity to determine your age. If you use your passport, we advise you to tape your BSN number. You can also use the KopieID app for this.

Our age verifications are performed by a third party whose data is automatically deleted after 30 days. A deletion request can be sent to delete the data immediately. Of course we understand your caution and that it concerns sensitive information. Onfido, our third party, is Soc 2 Type II compliant, meaning they have the highest level of data security and privacy accreditation available for an identity verification provider.

If you want to use Cargoroo, the name and address details, bank account and telephone number are required. Bank details are not visible to us, and are only encrypted when used by the Finance department.

What kind of smartphone do I need to rent a Cargoroo cargo bike via the app?

Any smartphone with iOS or Android is suitable – if not too outdated.

Can I use the same account with my family?

You can use one account with your family, but the person in whose name the account is held remains responsible for the use of the cargo bike and the costs incurred.

Can I register as a business user?

We are working on that, at the moment it is most convenient to fill in the company name followed by the name of the user.

I have forgotten/lost my login details, what should I do?

If you know the email address you use to log in, but not your password, you can click on “forgot password” in the app. If you do not remember the e-mail address, please send an e-mail to support@cargoroo.nl , and we will try to find it using your name or address.

Are there any costs associated with registering?

Registration is free, we will debit 1 cent to verify your bank account.

Reserve

How do I register for Cargoroo?

Download the app and choose ‘register’. After completing your registration, a telephone verification will follow within 24 hours. You can also call us about this yourself on working days between 09:00-17:00 to verify your account. Keep this in mind when you register. You must be 18 years or older to use the cargo bike.

Identity and Age Verification

When you register, we ask you for a copy of your passport or proof of identity to determine your age. If you use your passport, we advise you to tape your BSN number. You can also use the KopieID app for this.

Our age verifications are performed by a third party whose data is automatically deleted after 30 days. A deletion request can be sent to delete the data immediately. Of course we understand your caution and that it concerns sensitive information. Onfido, our third party, is Soc 2 Type II compliant, meaning they have the highest level of data security and privacy accreditation available for an identity verification provider.

If you want to use Cargoroo, the name and address details, bank account and telephone number are required. Bank details are not visible to us, and are only encrypted when used by the Finance department.

What kind of smartphone do I need to rent a Cargoroo cargo bike via the app?

Any smartphone with iOS or Android is suitable – if not too outdated.

Can I use the same account with my family?

You can use one account with your family, but the person in whose name the account is held remains responsible for the use of the cargo bike and the costs incurred.

Can I register as a business user?

We are working on that, at the moment it is most convenient to fill in the company name followed by the name of the user.

I have forgotten/lost my login details, what should I do?

If you know the email address you use to log in, but not your password, you can click on “forgot password” in the app. If you do not remember the e-mail address, please send an e-mail to support@cargoroo.nl , and we will try to find it using your name or address.

Are there any costs associated with registering?

Registration is free, we will debit 1 cent to verify your bank account.

Cycling

I have never cycled on an e-cargo bike, can I?

Experience has shown that anyone who cycles regularly can also cycle on an electric cargo bike. In the beginning you have to get used to the length of the bike. Steering is therefore a bit different After 5 minutes of practice, almost everyone succeeds. The cargo bike is very stable even with children in it due to the low center of gravity.

How far can I go with the Cargoroo cargo bike?

With a full battery you can get about 100 kilometers.

When will the battery be charged?

The batteries are replaced by us as soon as the battery falls below the 2 lines. We usually do that at night. You can see in the app how far you can cycle approximately with the current state of the battery.

Can I lock the bike in the meantime?

Yes, from the app you can lock the cargo bike in the meantime and then open it again. Preferably also use the chain, then it is even safer. The rental can only be terminated at the original location where you rented the cargo bike.

What should I do if I have a breakdown on the road?

Call our customer service. The number is in the app.

Does the cargo bike have to be back for a certain time?

No, but keep an eye on the battery.

Where can I find the user manual for the Cargoroo cargo bike?

Here find explanations and instructional videos.

Kids and Cargoroo

Is it safe to transport children with an electronic cargo bike?

The general opinion is that a cargo bike for transporting children is safer than a bicycle with child seats. The cargo bike is equipped with three belts for children and a Maxi-Cosi holder for the little ones. The material (foam) of the shell is the same as that used for helmets.

How do I install a Maxi-Cosi in the Cargoroo cargo bike?

Here you can watch the instruction video. Please note: not every Cargoroo has a Maxi-Cosi holder. You can see this in the app when you click on the bike.

How many children can be in the box? Are there seat belts?

The models with Maxi-Cosi can accommodate up to 3 children or 2 children and a baby in the Maxi-Cosi. The cargo bikes without Maxi-Cosi can seat 2 children.

What is the minimum/maximum age of children to be able to ride a cargo bike?

Children from the age that they can sit up to about 8 years old fit in the cargo bike. Babies who cannot sit up yet can use a Maxi-Cosi in the cargo bike.

Can a child also sit on the back?

No, transporting people on the back is not possible.

Payment

How much does it cost to rent a Cargoroo cargo bike?

€1,00 starting rate
€4,20 per hour / €0,07 per minute
No hidden costs

You only pay for the time you use.
And not a minute longer.

How can I pay?

You pay after a ride with a direct debit. The payment will be debited from your bank account a few days after the ride.

Can I receive an invoice?

In the future it will also be possible to receive an invoice for the journeys made, unfortunately, this is not possible at the moment.

What if too much has been debited from my account?

If you have any questions about your invoice, please send an email to support@cargoroo.nl

Insurance and theft

Do I need insurance?

The same rules apply to our electric cargo bikes as to cyclists. Insurance is not mandatory for cyclists (and cargo cyclists). If you do not have liability insurance yourself, we recommend that you take out this: as the driver of a (cargo) bicycle you are, after all, liable for damage that you cause.

How is the cargo bike insured?

The cargo bike itself is insured by us against theft and damage. Damage to third parties, other road users and passengers is not insured by us. In general, these risks are covered by the accident, liability and/or health insurance of the driver and/or the passengers.

Am I liable in the event of theft and what should I do if that happens?

If the bicycle was locked, you are not liable for theft. You are liable in the event of negligence (if the bicycle was not locked). In the event of theft of a rented cargo bike, you are obliged to report it to the police as soon as possible and to contact us.