Frequently
asked questions

 

  • Discover
    Troopy
  • Signing up
  • Booking
  • During the trip
  • Billing
  • In the event
    of a breakdown
Who can drive a Troopy?
Who can drive a Troopy?

Troopy is available to users aged 20, holding a motorcycle license or 2 year old driving licence for cars under 3500 kg and a 125 training course certification. This paper must be valid and issued in France or the European Union.

If you have proof of use of a two-wheeler with a 50 cm3 to 125 cm3 cylinder capacity or of a L5 category three-wheeler for the last 5 years before January 1, 2011 (certificate of motorised two-wheelers driving issued by an insurer, or an insurance information statement), you are authorised to drive a Troopy!


I have a license from outside the European Union, can I use Troopy?

Yes you can, but under the following conditions:

• If you are from outside the EU, with a non-EU foreign permit, visiting France for a short stay, your driving license is valid if accompanied by an international permit or a translation.

• If you are based in France, are non-European, your non-EU permit is valid for a maximum of one year.

• If you have settled in France, are European, with a driving license from outside the EU, your license is valid for one year maximum after acquisition of your normal residence in France.

• If you are French, with a non-EU foreign license, your permit is valid for a maximum of one year from your date of entry in France.

• If you are a student, with a non-EU foreign license, it is valid in France during the validity of the student residence permit. If your non-EU foreign license is no longer valid, you must contact the police headquarters of your place of residence to get information about switching to a French license.

SIGNING UP
Which documents do I need to provide ?

To register, you must go to our website www.troopy.com, or register through the TROOPY app.

You will be required to log your personal information and supporting documents (driver’s license and/or training certificate, your valid identity card or passport, a picture of yourself and your bank details) to complete your application.

Your account will be validated as soon as possible.


How am I insured ?

Subject to compliance with T&Cs, you will benefit from compulsory liability insurance and coverage for theft, fire, breakage, legal protection, criminal defence and recourse, as well as for all accidental damages to the vehicle.

BOOKING

 

How does booking work ?

It is very simple ! You only need the TROOPY app on your smartphone available on iOS or Android and to follow these steps :

    • Open the app and book the nearest TROOPY
    • Go to the scooter and unlock the seat opening via the app
    • Put the hygienic cap on, wear the TROOPY helmet (or your own) and do not forget to put on your gloves
    • When ready to start, press the green “START” button located above the dashboard, remove the stand, press the brake lever and the starter located on the right handlebar. Let’s go !

I’ve just booked a scooter. How long do I have to retrieve it ?

After booking a scooter, you have 15 free minutes to get there and unlock the scooter with the saddle unlock icon.


May I cancel my reservation  ?

You can cancel your reservation for free within 15 minutes. If you have not canceled your reservation or unlocked the scooter during this time, your reservation will be automatically canceled at no cost.


I’ve just arrived at the scooter. It is unusable (flat tire, broken mirror, …) what should I do ?

You can cancel your reservation via the app and notify us by calling +33 (0)1 42 73 34 23, so that we can repair the scooter as soon as possible and put it back into circulation.


The saddle does not open, what should I do ?

You may be too far from the scooter, try to get as close to it as possible and wait a few seconds after pressing “OPEN”. If that does not work, disconnect and reconnect your Bluetooth. If this still does not work, call Customer Service on +33 (0)1 42 73 34 23.


When does a rental start ?

A rental starts the moment you unlock the scooter by clicking “OPEN”.

DURING THE TRIP
Can I leave TROOPY areas ? Where can I ride ?

The red light on the left of the handlebar will light up to indicate that you are outside the TROOPY Zone. You can continue to drive and rent the scooter even if this light is on. Nevertheless, you must ensure that the remaining fuel autonomy will allow you to return to one of the TROOPY areas to complete your rental.


I’ve notice damage on the scooter after I made my booking or during the hire, what should I do ?

If the scooter is damaged or one of its accessories is missing, you must report it via the app by clicking on the Location Status icon. You will then be asked to indicate the location of the damage, its severity, or the place where the missing accessory should have been and take pictures to back up your claim.

If the damage affects the integrity of the scooter (flat tire, broken rearview mirror, non-functional brake, etc…), making renting the scooter impossible for security reasons, please contact Customer Service at +33 (0)1 42 73 34 23 or by email at serviceclient@troopy.com

NB : our maintenance team uses a tag with a red flash to indicate that the damage has already been reported. In this case, there is no need to report it.


The scooter does not start, what should I do ?

Make sure you have pressed the green “START” button located above the dashboard and that the side stand is not positioned. Then press the brake control and the starter button on the right handle simultaneously.

If that does not work, call Customer Service at +33 (0)1 42 73 34 23.


I want to make a temporary stop.

You can make a temporary stop whenever and wherever you want (reminder : park the scooter on a site dedicated to two-wheelers). Once the engine is off by pressing the red “STOP” button located above the dashboard, position the scooter on the center stand. Click on “PAUSE” in the app.


I want to resume my journey

Approach the paused scooter, make sure the saddle is properly closed and click “RESUME” in the app. Remove the scooter from the center stand. Press the green “START” button located above the dashboard, simultaneously press one of the brake levers and the starter button on the scooter.


I would like to open the saddle

The « OPEN » will always be present in your app. You can open the seat and access its contents at any time of the rental by clicking on « OPEN ». Do not forget to put the helmet back on before finishing your journey.


Under which conditions can I end my rental ?

To end your rental, simply go to a TROOPY area (as soon as you enter an area, a green diode fixed on your handlebar will light up) and park on a space where motorised two-wheelers are allowed.

You must then switch off the engine by pressing the « STOP » button located above the dashboard and turn the handlebar to the left as far as possible. Then, open the seat using the « OPEN » icon in the app and put the helmet back into the saddle compartment.

You can now click « END» on the app.


How can I make sure my rental has ended ?

The green LED turns off and you will receive an email summary of your trip and a notification in your app to thank you for driving with us.

BILLING
When does billing start and end ?

Billing begins as soon as you unlock the scooter via the « OPEN » icon and ends once all the restitution steps are complete.


Where can I track my bills ?

Your invoices are available on your online account, in the Billing tab. You will be able to keep track of your journey history and the amounts paid, as well as additional costs if applicable (ex: additional kilometres exceeding the fixed price).


I do not understand my bill

We are at your disposal should you require help to understand your bill. Simply call Customer Service at +33 (0)1 42 73 34 23 or send an email to serviceclient@troopy.com


What are the additional costs?
Re-invoicing of the post-parking package (FPS)FPS re-invoicing
Re-invoicing for traffic violationTransfer of the violation to the user or re-invoicing of the fine paid by Troopy
FPS handling fee€15
Traffic violation handling fee€30
Poundage, guarding and scooter recovery fee (75 department)Re-invoicing of the infraction amount + re-invoicing of minimum package for the immobilisation of the scooter + handling and management fees: (re-invoicing of the infraction + €250)
Poundage, guarding and scooter recovery fee (92-93-94 departments)Re-invoicing of the infraction amount + re-invoicing of minimum package for the immobilisation of the scooter + handling and management fees: (re-invoicing of the infraction + €350)
Poundage, guarding and scooter recovery fee (77-78-91-95 departments)Re-invoicing of the infraction amount + re-invoicing of minimum package for the immobilisation of the scooter + handling and management fees: (re-invoicing of the infraction + €450)
Roadside assistance, towing, guarding and scooter recovery fee after an accident (75 department)Re-invoicing of intervention costs and handling fees: €100.
Roadside assistance, towing, guarding and scooter recovery fee after an accident (92-93-94 departments)Re-invoicing of intervention costs and handling fees: €200.
Roadside assistance, towing, guarding and scooter recovery fee after an accident (77-78-91-95 departments)Re-invoicing of intervention costs and handling fees: €300.
Roadside assistance, towing, guarding and scooter recovery fee after running out of petrol (75 department)Re-invoicing of intervention costs and handling fees: €100.
Roadside assistance, towing, guarding and scooter recovery fee after running out of petrol (92-93-94 departments)Re-invoicing of intervention costs and handling fees: €200.
Roadside assistance, towing, guarding and scooter recovery fee after running out of petrol (77-78-91-95 departments)Re-invoicing of intervention costs and handling fees: €300.
Restitution fee for an unacceptably dirty scooter€50
Fee for lost or damaged helmet€100
Fee for lost or damaged safety vest€15
Allowance applicable in the event of a scooter accidentRe-invoicing of repairs, capped at the allowance value of €750
Allowance applicable in the event of a scooter or accessory damageRe-invoicing of repairs, capped at the allowance value of €750
Allowance applicable in the event of fire on the scooter€750
Additional fees for failing to comply with T&Cs

Immediate suspension of the account. If the driver is not the user, there will be a €5000 penalty.

If failure to comply with the assistance procedure defined in the T&Cs, intervention and handling fees will be re-invoiced.

If information provided at the time of registration is omitted or inaccurate, or change of the conditions of access to the user’s service after their registration may lead to a modification of the guarantees of the insurance contract or may result in a prejudice suffered by Troopy: re-invoicing of all the financial consequences of his negligence on the user’s part.

Payment failureImmediate suspension of the account. The costs incurred by Troopy until the recovery of sums owed plus interest at the legal rate in force in France + 10 points will incurred to the user.
Fee for lost or damaged parking card€30
Applicable allowance in the event of scooter theft€750
Roadside assistance, towing, guarding and scooter recovery fee after it was abandoned (75 department)Immediate suspension of the account. Re-invoicing of intervention costs and handling fees: €300
Roadside assistance, towing, guarding and scooter recovery fee after it was abandoned (92-93-94 departments)Immediate suspension of the account. Re-invoicing of intervention costs and handling fees: €500
Roadside assistance, towing, guarding and scooter recovery fee after it was abandoned (77-78-91-95 departments)Immediate suspension of the account. Re-invoicing of intervention costs and handling fees: €700
Fee for the scooter’s forced restitution after the 48th hour of unauthorised rental, outside Troopy areas (75 department)Immediate suspension of the account. Minutes owed after the 48th hour will be invoiced according to level 1 pricing. Re-invoicing of intervention costs and handling fees: €300
Fee for the scooter’s forced restitution after the 48th hour of unauthorised rental, outside Troopy areas (92-93-94 departments)Immediate suspension of the account. Minutes owed after the 48th hour will be invoiced according to level 1 pricing. Re-invoicing of intervention costs and handling fees: €500
Fee for the scooter’s forced restitution after the 48th hour of unauthorised rental, outside Troopy areas (77-78-91-95 departments)Immediate suspension of the account. Minutes owed after the 48th hour will be invoiced according to level 1 pricing. Re-invoicing of intervention costs and handling fees: €700
Roadside assistance, towing, guarding and scooter recovery fee after an accident, breakdown, abandonment, forced restitution or impoundment in France outside of 75-77-78-91-92-93-94-95 departments and abroadRe-invoicing of intervention/infraction costs and handling fees: €1000 minimum (additional charges billed at cost).
Forced restitution fee after the 48th hour of unauthorised rental in a Troopy areaImmediate suspension of the account. Minutes owed after the 48th hour will be invoiced according to level 1 pricing.
Forced restitution fee in a Troopy zone inaccessible to the publicMinutes owed after restitution will be charged at a €0.50/minute rate up until the scooter is taken back to a location accessible to the public. If an intervention is necessary to retrieve the scooter, immediate suspension of the account and re-invoicing of intervention costs and handling fees: €500.
IN THE EVENT OF A BREAKDOWN OR ANY OTHER ISSUE
Where are the vehicle papers located?

The vehicle papers are located in a document holder under the saddle, along with accident reports. If they were missing, please report this to Customer Service at +33 (0)1 42 73 34 23.


My smartphone has no battery, how do I end my rental?

Before booking the Scooter, it is your responsibility to ensure that your smartphone has enough battery to end the rental at the end of your trip.
If you have no battery left and want to end your rental, you must call Customer Service at +33 (0)1 42 73 34 23.


I cannot finish my rental, what should I do ?

Check that you are in a Troopy area with the diode lit in steady green on the scooter dashboard.
Press the red STOP button above the dashboard to shut the engine off.
Position the scooter on the center stand.
Make sure you have put the helmet back into the compartment under the seat. Close the saddle correctly, and click on “END” via the app. If this does not work, contact Customer Service at +33 (0)1 42 73 34 23.


I’ve run out of fuel, what should I do ?

Call Customer Service at +33 (0)1 42 73 34 23. We will then send a repairman to pick up the scooter and we will ask you to wait for his arrival before leaving the premises


I ended my rental but I forgot to put the helmet away, what should I do?

Call customer service at +33 (0)1 42 73 34 23.


I’ve had an accident, what should I do ?

In the event of a personal injury, contact emergency services (SAMU, fire brigade) and police services first.
In all cases, contact Customer Service at +33 (0)1 42 73 34 23.
Unless you are physically unable to do so, you must complete an accident report (available with the documents onboard, under the saddle), even if no third party is involved. You must send us a scan of this report within 48 hours to serviceclient@troopy.com.
If you need us to help you with this process, you can contact Customer Service at +33 (0)1 42 73 34 23.

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