How do repairs work?

Please book a repair in your Dance app directly, do not contact us via instant message or email to book a repair. In your Dance app go to “Service” and then “Book a repair”.

Note: Due to safety reasons we do not allow repair bookings on weekends. This means you can only book a repair from Sunday 12pm to Friday 6pm in Paris and Sunday 12pm to Friday 12pm in Berlin, Hamburg and Munich.

Please choose all symptoms when booking a repair in the Dance app. A multiple selection of symptoms is possible. You can also add comments and photos for further explanation.

Park your vehicle at a publicly accessible spot (NOT inside your apartment, garage or inside the courtyard of a building). If your vehicle is not in the street (only exception is if there is an issue with your lock), we will not be able to repair your vehicle and your request will be cancelled.

Mopeds need to have the steering handlebar locked. Ebikes have to be locked to a fixed object. Here you find instructions on how to lock your ebike.

Please note: if we are unable to access your vehicle after you booked a repair we may charge a no show fee in accordance with our terms.

Please remove all accessories which are not secured to your vehicle such as baskets, phone clamps or helmets. Please remove all personal items such as additional phone holder, bells, baskets, saddle covers, etc.
If you leave personal accessories on your vehicle, we will not be able to repair your vehicle and your request will be cancelled.

Until your repair is done you are not able to use your vehicle. It has to stay at the given location until the repair is done. You will receive a notification as soon as your vehicle is ready.

You don’t need to be there in person for the repair. Our maintenance team will locate your vehicle and take care of the repair within two working days, except for bank holidays.

You will receive an email and an in-app notification once your vehicle is repaired. The repair should usually be conducted within two working days.

Repairs are included in your membership. Improper use like overloading the rear rack or heavy damages for example due to accidents can be subject to additional charges. You find our T&C here.

Due to safety reasons, we do not allow for repair bookings on weekends. This means from Fridays noon to Sundays noon, you will not be able to book a repair in your Dance app, in Germany. In Paris, you can book a repair until Friday 6pm.

If we are unable to repair your vehicle, we will exchange it at the same address.  The following applies for vehicle exchanges:

• ebike: you don’t need to be there in person. You will be notified in your Dance app or via email once your exchanged vehicle is available.

• emoped: you have to be there in person, in order to receive the keys of your exchange vehicle. We will contact you to agree on a time window for the exchange.