Sure! You can travel within Europe (including the United Kingdom) without special permission. Travel outside Europe is only possible with prior permission from Greenwheels.

What you need to know before your road trip:

• Refueling or charging abroad:
  • Your Greenwheels fuel or charging card only works in the Netherlands.
  • You can refuel/charge yourself and claim receipts via your profile; the costs will be settled with your invoice.
• Environmental zones and vignettes:
  • Many countries have environmental zones or toll vignettes. Greenwheels cars are not equipped with these stickers as standard.
  • Arrange your vignette or environmental sticker yourself in good time, for example via the ANWB.
• Winter tires and regulations:
  • In Germany, Austria, France, Italy, Norway, Sweden, and Finland, winter tires are mandatory during winter conditions (snow, ice).
  • Greenwheels cars are equipped with all-season tires with the 3PMSF symbol, but do not have winter tires – please take this into account.
• Breakdown services and roadside assistance:
  • ANWB breakdown assistance is available in European countries. In case of breakdown, you can contact ANWB Roadside Assistance 24/7 on +31 10 411 31 21.

Yes, you can. To use a Greenwheels car via Gaiyo, you must:

• Be at least 18 years old.
• Have a valid driver's license (B) from:
  • An EU country, the United Kingdom, or Switzerland,
  • Or an international driver's license, which you must show together with your national driver's license.

Verification process

• Your driver's license will be electronically verified in the Gaiyo app during your registration.
• In case of a suspicious or invalid driver's license, Gaiyo/Greenwheels reserves the right to refuse you or block your account.

Yes, you must always return the Greenwheels car to the fixed, designated parking spot from where you picked it up. Each car has its own fixed return location.

Return guidelines:

• Always park in the assigned spot to ensure that there is a spot available for the next user.
• Return the car with at least ¼ tank of fuel, or for electric vehicles: connected to the charging station.
• Park on time and within the assigned space to avoid fines or additional costs.

Follow these steps to easily reserve a Greenwheels shared car:
1. Open the Gaiyo app and tap the orange map icon next to “Car” on the dashboard.

2. Search the map for a Greenwheels car in your area (zoom level affects your overview).

3. Tap the car in the list – recognizable by its license plate and make.

4. View details such as location, rates, and terms and conditions. Press “Book” to confirm.

5. Select the desired rental period (minimum 1 hour) and choose a prepaid mileage package if desired.

6. Check your details and tap “Confirm” to complete the reservation.

7. After booking, you will see the reservation immediately in your dashboard under ‘Current’. For reservations on a future date, you can find them under ‘Tickets & Reservations’.

Please note: Greenwheels cars must always be returned to their designated parking spot, the spot where you picked them up. Each car has its own designated location, which is also visible in the app.

Steps to end the ride correctly:

1. Park the car in the designated parking space, within the designated area. Make sure that the car returns with at least ¼ tank of fuel, or, in the case of an electric car, that it is connected to the charging station.

2. Open the Gaiyo app and tap on your active Greenwheels reservation in the dashboard.

3. Tap “End rental.”

4. Follow the instructions:

• Lock the key, fuel card, or charging card in the appropriate place (glove compartment/on-board computer).
• Close windows, doors, and turn off lights.

• Tap “End trip” to lock the car via the app.

6. After completion, you will immediately receive a confirmation and the ride will be invoiced; you can find your booking history under Menu → Wallet → Transactions.

Why is it mandatory to return items to their original location?

• Every Greenwheels car has its own designated pick-up and drop-off location, ensuring availability for all users.

Follow these steps to successfully start your Greenwheels car journey:
1. Open the Gaiyo app and tap on your active reservation on the dashboard.

2. Tap “Start trip” to unlock the vehicle via the app.

3. Receive your personal PIN promptly, especially if the car has recently been upgraded. Enter it via the app or the in-car display to unlock the car and key/card holder.

4. Remove the key, fuel or charging card from the holder in the glove compartment.

5. Is the car equipped with Bluetooth unlocking (such as VW ID.3)? If so, make sure that Bluetooth is enabled on your phone.

6. Start the engine or put the car in Drive, depending on the type of vehicle.

In a single overview

Greenwheels cars are equipped with a fuel card in the glove compartment, which allows you to refuel for free in the Netherlands if you have at least ¼ tank of fuel left at the end of your trip. Follow these steps:

1. Open the Gaiyo app and go to your active trip.
2. ↳ The app will display the PIN code for the fuel card.
3. Take the fuel card from the on-board computer or from the key/card holder in the glove compartment. All cars run on E10 gasoline, except for the Caddy van (B7 diesel).
4. Note the mileage in the app before refueling. This is required for the transaction.
5. Open the fuel cap: use the key provided by Greenwheels. Turn it half a turn to the left to release it.
6. Refueling:
   • At an unmanned station: insert the fuel card and follow the instructions, including entering your PIN and mileage. Select ‘No’ for ‘replacement transport’ and fill up the tank.
   • At a manned station: refuel first, then pay inside with the card (including PIN and mileage).
7. Close the fuel cap and store the fuel card safely in the glove compartment or card/key holder.

Why refuel?

• Make sure there is at least ¼ tank left when you return the vehicle to avoid fines.
• Refueling is included in your trip price, so it is free of charge via the fuel card.

If you have to stop because your car won't drive or is sounding alarms, follow these steps immediately:

1. Find a safe place to stop
   • If you are on the highway, position the car so that you can safely move behind the guardrail.
2. Call Greenwheels immediately for roadside assistance
   • Greenwheels is available 24/7 on 088 2100 100
3. Call 112 in case of emergencies
   • In dangerous situations such as accidents, fire, or serious injury, immediately contact 112.
4. Follow the instructions
   • Provide your location and describe what is happening; Greenwheels or the emergency services will arrange the appropriate assistance for repairs, towing, or assistance.

1. Park your car as close as possible to the designated spot, within the assigned station or area.
2. Avoid disabled parking spaces, loading and unloading zones, sidewalks, entrances and exits, or other places where you may obstruct traffic or pedestrians.
3. Only park in legal public spaces; in a paid parking zone, check that you are within the correct permit area (found in your booking information).
4. Call the Greenwheels team or Gaiyo customer service on 088‑527 2850. They will be able to register the situation and help the next user.

These steps ensure that your trip is properly completed and that everyone is aware of the unusual parking situation.

Als je tijdens je rit met een deelauto een verkeersovertreding maakt (bijvoorbeeld snelheids- of parkeerboete), gelden de volgende regels:

Boete wordt naar jou doorgestuurd

• Iedere bekeuring wordt door deelauto aanbieder verrekend via jouw account, omdat je formeel als bestuurder verantwoordelijk bent.

Administratiekosten

• Naast de boete komen er administratiekosten bovenop

If you commit a traffic offense while driving a shared car (e.g., speeding or parking ticket), the following rules apply:

The fine will be forwarded to you

• Every ticket will be settled by the shared car provider via your account, because you are formally responsible as the driver.

Administration costs

• In addition to the fine, administration costs will be added.

In the event of a breakdown or emergency during your journey, follow these clear steps:

1. Ensure safety:
   • Stop the car in a safe place, off the road.
   • If you break down on the highway, leave the car and move behind the guardrail.
2. Call Greenwheels roadside assistance immediately:
   • Greenwheels is available 24/7 on 088 2100 100 to arrange roadside assistance or other assistance.
3. Call 112 in case of emergency:
   • In serious situations such as accidents, fire, or personal injury, contact 112 immediately.
4. Follow the instructions:
   • Follow the instructions of the roadside assistance employee.
   • Note the situation (such as location and symptoms) if requested.

Greenwheels offers a varied fleet of more than 2,900 cars in 185+ cities, divided into different categories:

Compact city cars

• Volkswagen up! (fuel variant, manual transmission) – 4 passengers, approx. 600 km range
• VW e‑Up!, Skoda CITIGOe, Seat Mii electric – fully electric, automatic transmission, approx. 210–260 km range.

Mid-range

• VW Polo (gasoline, manual) – 5 passengers, approx. 650 km range
• VW ID.3 – 100% electric, automatic, approx. 346 km range

Station wagon & delivery van

• VW Golf Variant (gasoline, manual) – 5 passengers, spacious trunk
• VW Caddy (diesel, manual) – 2 passengers, plenty of cargo space
• VW e‑Caddy Maxi – electric delivery van, automatic transmission, suitable for larger cargo needs

General features

• All cars are equipped with ISOFIX, radio, air conditioning, phone holder, and roadside assistance
• Range and specifications (automatic transmission, cargo space) per model listed in the Gaiyo app under “specifications”

MyWheels is the largest car-sharing provider in the Netherlands, offering thousands of vehicles at more than 300 locations, including 185+ cities. The fleet is divided into three categories:

1. Compact

Small city cars, ideal for short trips:

• Skoda CITIGOe, Citroën C1
• Fiat 500, VW e‑Up! – often electric, 2‑4 seats

2. Comfort/Mid-range

More spacious models for longer use:

• Renault ZOE, Citroën C3, Opel Corsa
• Hyundai Kona or Ford Focus station wagon

3. Extra/Premium & Special vehicles

Larger cars and more luxurious models:

• Tesla Model 3 (premium electric)
• Station wagons, delivery vans, and other special types

Electric focus & innovation

• More than half of the fleet is electric
• Soon to be expanded with hundreds of Vehicle-to-Grid (V2G) cars, including electric Renaults

Als je tijdens je rit met een deelauto een verkeersovertreding maakt (bijvoorbeeld snelheids- of parkeerboete), gelden de volgende regels:

Boete wordt naar jou doorgestuurd

• Iedere bekeuring wordt door deelauto aanbieder verrekend via jouw account, omdat je formeel als bestuurder verantwoordelijk bent.

Administratiekosten

• Naast de boete komen er administratiekosten bovenop

Yes, you can. You can buy a train ticket for someone else, such as your partner, friend, or colleague, via Gaiyo. Please note that e-tickets are always personal – the name on the ticket must match the traveler's ID.

How to change the name:

Before finalizing the ticket, click on the pencil icon on the screen where the ticket is displayed. There you can enter the first and last name of the traveler.

Make sure this name is correct, because without a matching ID, the ticket will not be valid.

Whether you can take a bicycle on public transport depends on the rules of the relevant transport operator. In many cases, specific conditions apply regarding times, type of bicycle, and means of transport.

General guidelines:

• In the metro, regular bicycles are often allowed outside rush hour.
• In some trams in large cities, you can take a bicycle with you outside rush hour, but this varies per transport operator.
• A folding bicycle is almost always allowed, provided it is folded and does not obstruct other passengers.

Please note: An additional ticket or surcharge may be required for regular bicycles. Always check the terms and conditions of the transport operator you are traveling with in advance.

Want to be sure what applies to your route? Check the information provided by the transport operator via Gaiyo or contact their customer service.

Checking in with an e-ticket works differently than with an OV-chipkaart. An e-ticket does not have a chip and therefore cannot be used at regular check-in gates. However, at certain locations, such as metro stations, you can use it to open gates via a QR code.

How it works:

1. Open the Gaiyo app and go to ‘Tickets and Reservations’.
2. Select the correct ticket and activate it (if not already activated).
3. The QR code will appear on your screen.
4. Find a gate with a ‘Scan ticket’ symbol and a glass scanner.
5. Hold the QR code steady above the scanner (where you would normally place your OV-chipkaart).

Please note:

• Not all gates support e-tickets. Only gates with a QR scanner can be opened.
• Do you have an Android phone? If necessary, turn off NFC (via Settings > Connections > NFC) if the gate does not read the QR code correctly.

Still having trouble? Ask a station employee for help or contact Gaiyo customer service.

You can easily purchase e-tickets for regional and city transport, such as buses, trams, metros, and ferry services, via the Gaiyo app. Follow the steps below to order and activate a ticket immediately.

1. Open the Gaiyo app

On the dashboard, scroll down to the “Public transport tickets” widget.

• Tap “Tickets” next to a stop, station, or transportation location.
• You can also tap “Map”, select a location, and then open the ticket option.

2. Select and edit your ticket

• Select the desired ticket type, such as a 1-hour ticket or a day pass.
• Tap ‘Edit’ to change details such as the passenger’s name.
• Scroll down to read more information about the ticket’s validity and conditions.

3. Confirm your choice

• Check all the information you have entered.
• Tap ‘OK’ at the bottom of the screen to continue.

4. Pay for your ticket

• Tap “Confirm selection” to pay.
• After payment, the ticket will be available under “Tickets and Reservations” in the menu.

5. Activate your ticket just before use

• Activate the ticket just before you board. The validity (e.g., 1 hour or 24 hours) starts immediately after activation.
• An activated ticket displays a QR code that you can scan at gates or during ticket inspection.

Important to know

• Tickets are personal and may not be shared.
• Only activated tickets with a QR code are valid.
• Validity may vary depending on the carrier and ticket type (1 hour, day ticket, route ticket).
• E-tickets are valid for travel on city or regional transport in your region: bus, tram, metro, and ferry service.
• The general terms and conditions of Gaiyo and the relevant transport operator apply.

You can easily purchase an e-ticket for the train via the Gaiyo App. Follow the steps below:

1. Enter your destination
At the top of the dashboard, you will see the ‘Current location’ field. Enter your departure and arrival locations here. Then scroll to the ‘Public transport tickets’ widget.

2. Select the correct ticket
Find the NS logo and click on your destination in the list. Press ‘Tickets’.

3. Select date and destination
At the top, enter your departure and arrival stations and select your desired travel date.

4. Adjust your ticket if necessary
You will now see the available ticket. By default, a single 2nd class ticket is displayed. If you want to change this (e.g. to a return ticket or with a discount), click on the pencil icon and confirm your choice.

5. Confirm your ticket selection
Click on ‘Confirm selected’ to continue.

6. Check and confirm your order
Review your ticket details and click ‘Confirm’ to complete the payment.

7. View your purchased ticket
Your e-ticket is now available via ‘Tickets and Reservations’ in the menu (found via the three horizontal lines at the top of the dashboard).

Via Gaiyo, you can easily purchase and activate e-tickets for regional and city transport, such as buses, trams, metros, and ferry services. These tickets are available per transport provider and can only be used after activation in the Gaiyo app.

Once you activate a ticket, the validity period starts and the corresponding QR code appears. Show this code when asked or use it to access gates (such as in metro stations).

How do I activate my e-ticket?

You can activate your e-ticket in one of the following ways:

• Tap the “Activate” button on the dashboard.
• Or go to “Tickets and Reservations” in the menu at the top right, select your ticket, and tap “Activate.”

Please note: only activate just before departure. Once activated, the time will continue to run even if you do not use the ticket.

What types of e-tickets are available?

1. Route e-ticket

• Valid on a specific route of a transport operator.
• Can be used on buses, trams, metros, or ferry services of the relevant transport operator.
• The ticket becomes valid upon activation in the Gaiyo app.

2. Day e-ticket

• Valid for 24 hours from the moment of activation.
• Unlimited travel on all (night) buses, trams, and metros operated by the transport company.
• Ideal for visitors or employees who make multiple trips in a day.

3. 1-hour e-ticket

• Valid for 1 hour from activation.
• Within that hour, you can transfer freely between trams, buses, metros, and ferry services operated by the transport operator (with the exception of night buses).
• Convenient for short, flexible trips within the city.

Important to know

• E-tickets are personal and non-transferable.
• Only active tickets with a QR code are valid.
• Misuse (e.g., sharing or reuse) may result in a fine.
• The general terms and conditions of the relevant transport operator and the general terms and conditions of Gaiyo apply to every ticket and every purchase.

Yes, you can. Did you receive a fine on the train? You can appeal via NS Customer Service, but only if you did not pay the fine directly on the train.

Important:

• Always pay within 14 days to avoid additional costs or collection.
• You can still appeal after payment. If your appeal is successful, you will receive a refund.
• Paid directly on the train? Then you can no longer appeal.

More information about appeals or payments can be found on the NS website or via their customer service.

If the gate does not open when you scan your e-ticket, try the following:

1. Turn off NFC on your smartphone
2. On Android devices, the NFC function may interfere with scanning. Temporarily turn off NFC via Settings > Connections > NFC.
3. Hold your phone at a distance from the scanner
4. Move your device slowly towards the glass scanner with the ‘Scan tickets’ symbol. Avoid direct contact or jolts to the device.
5. Use a suitable gate
6. Only gates with the ‘Scan tickets’ symbol accept e-tickets. Other gates will not respond.

Still not working? Ask a station employee for assistance or contact customer service.

An e-ticket is only valid on the date and within the time period for which it was purchased. The exact validity is clearly stated on the ticket under the heading “Valid until”.

After this date and time, the e-ticket is no longer valid as a ticket, even if it has not yet been used or activated.

Important points to note:

• Check the selected date carefully when purchasing.
• Only activate your ticket just before departure; the validity period starts immediately after activation.
• For example, 1-hour or 24-hour tickets are valid from the moment of activation.
• Tickets cannot be changed or canceled after purchase.

Want to make sure your ticket is still valid? Open the ticket in the Gaiyo app and check the validity information.

Did you lose something or find something during your train journey? Gaiyo can help you on your way.

Are you traveling with NS?

For information about lost and found items on NS trains or at stations, click here to go to the official NS page.

Are you traveling with another transport company?

Did you lose your item on a train operated by another carrier, such as Arriva, Keolis, Qbuzz, or Blauwnet? Check iLost or contact the carrier in question.

If you want to use the off-peak discount, your entire train journey must take place during off-peak hours. Outside these times, the ticket is not valid.

Off-peak hours on weekdays:

• 00:00 – 06:30
• 09:00 – 16:00
• 6:30 p.m. – midnight

On weekends and national holidays, the off-peak discount applies all day.

Always check your departure and arrival times carefully to avoid traveling during rush hour.

Whether you can take a bicycle on public transport depends on the rules of the relevant transport operator. In many cases, specific conditions apply regarding times, type of bicycle, and means of transport.

General guidelines:

• In the metro, regular bicycles are often allowed outside rush hour.
• In some trams in large cities, you can take a bicycle with you outside rush hour, but this varies per transport operator.
• A folding bicycle is almost always allowed, provided it is folded and does not obstruct other passengers.

Please note: An additional ticket or surcharge may be required for regular bicycles. Always check the terms and conditions of the transport operator you are traveling with in advance.

Want to be sure what applies to your route? Check the information provided by the transport operator via Gaiyo or contact their customer service.

Yes, you can. Did you receive a fine on the train? You can appeal via NS Customer Service, but only if you did not pay the fine directly on the train.

Important:

• Always pay within 14 days to avoid additional costs or collection.
• You can still appeal after payment. If your appeal is successful, you will receive a refund.
• Paid directly on the train? Then you can no longer appeal.

More information about appeals or payments can be found on the NS website or via their customer service.

Did you lose something or find something during your train journey? Gaiyo can help you on your way.

Are you traveling with NS?

For information about lost and found items on NS trains or at stations, click here to go to the official NS page.

Are you traveling with another transport company?

Did you lose your item on a train operated by another carrier, such as Arriva, Keolis, Qbuzz, or Blauwnet? Check iLost or contact the carrier in question.

Yes, all Check-deel scooters are third-party insured, which means that damage to third parties during your ride is covered as standard. Please note the excess in the event of damage:

Third-party insurance

• Coverage for damage to third parties (persons or property)
• Excess of $500 per claim, which will be deducted from any insurance claims made through Check.
• Damage costs up to $1,220,000 (property damage) and $6,070,000 (personal injury) are insured, in accordance with the policy conditions

When does the excess apply?

• In the event of collisions, parking damage, or damage during the ride for which you are held liable
• In the event of negligent use (e.g., not getting on properly or not securing the suspension properly), the excess may increase to €1,500.
• Damage caused by intent or gross negligence is not insured; you remain fully liable

Yes, all Check-deel scooters are third-party insured, which means that damage to third parties during your ride is covered as standard. Please note the excess in the event of damage:

Third-party insurance

• Coverage for damage to third parties (persons or property)
• Excess of $500 per claim, which will be deducted from any insurance claims made through Check.
• Damage costs up to $1,220,000 (property damage) and $6,070,000 (personal injury) are insured, in accordance with the policy conditions

When does the excess apply?

• In the event of collisions, parking damage, or damage during the ride for which you are held liable
• In the event of negligent use (e.g., not getting on properly or not securing the suspension properly), the excess may increase to €1,500.
• Damage caused by intent or gross negligence is not insured; you remain fully liable

In most cities, you can use a Check shared moped between 6:00 a.m. and 1:00 a.m.

In some cities, riding is permitted 24/7. This currently applies to:

• The Hague
• Rotterdam
• Breda

The available times may vary per municipality based on local regulations. The Gaiyo app automatically shows whether a moped is available at your location and time. Outside the permitted hours of use, the mopeds cannot be unlocked temporarily.

You can start your ride within the service area, but it is possible to continue riding outside the area – however, with restrictions:

• You must start your ride within the purple service area that you see in the Gaiyo app.
• Outside the area, you can pause, but not end or park.
• If you try to end the ride outside the area, you will receive an error message and will not be able to end the ride.

What if I end the ride outside the area anyway?

• Parking outside the area costs an additional €0.15 per minute.
• Not ending the ride? Then you won't be able to end the ride in the app, and the provider may charge a relocation fee of €50 to €70, depending on the situation.

No, you don't have to. Once you've selected a scooter via Gaiyo, you can leave it anytime within the service area. There is no obligation to return to the original starting location.

Where should I park it?

• Park the scooter neatly and legally within the purple service area visible in the Gaiyo app.
• It doesn't matter where you park within that area, as long as the scooter complies with the parking regulations of the city in question.

Yes, since January 1, 2023, new rules apply in the Netherlands: on all mopeds with a blue license plate (25 km/h), you are required to wear an approved helmet—both as the driver and passenger.

• A moped helmet with the ECE‑22.05 or ECE‑22.06 quality mark is suitable.
• A speed pedelec helmet (NTA‑8776) is also permitted.
• The fine for non-compliance is €100, plus any administrative costs.

For 45 km/h mopeds (yellow license plate), the helmet requirement remains in force – choose a moped helmet with ECE approval

Yes, you need a valid driver's license to reserve and drive an e-scooter through Gaiyo. The following rules apply:

• Minimum age: 18 years
• Valid driver's license:
  • Moped license AM, or
  • Motorcycle license A, or
  • Car license B, or
  • Equivalent foreign driver's license (EU/EEA)
• You must have held the driver's license for at least one year.

Without a valid driver's license (AM, A, or B), you cannot reserve or use a scooter via Gaiyo.

During the first reservation where a driver's license is required, you will automatically be asked to scan it and have it validated by Gaiyo.

Follow these simple steps to book a Check-moped right away:

1. Open the Gaiyo app and go to the “Moped rental” or “Moped” section on the dashboard.

2. Scan the license plate of the scooter with the built-in scanner (via the icon next to ‘Plan a trip’).

3. The scooter appears on the screen: click on ‘Ride now’ to make a reservation.

4. Choose whether you want to pay for the ride with a private or business account.

5. Tap “Start the rental” to start the rental agreement.

6. The moped will appear on your dashboard with a message stating that you have 10 minutes to reach the moped.

During the ride, you can easily pause or lock the scooter using the same screen.

Follow these steps to cancel your Check moped correctly and without additional costs:

1. Park the moped within the Check service area, preferably in a moped or bicycle parking space. Disengage the side stand so that the scooter is stable and does not cause any obstruction.
2. Open the Gaiyo app and go to “Purchases” or tap on your active ride in “Tickets and Reservations”.
3. Tap the ‘End rental’ button at the bottom of the trip overview.
4. Please note: you can only end your rental within the purple service zone. This is clearly visible in the app.
5. After tapping ‘End rental’, you will receive a confirmation; the trip is now ended and your payment has been processed.

Why lock down within the service area?

• Ending your trip outside the area is not possible; the app will display an error message if you try to do so.
• If you drive away and park outside the zone, you can only pause your trip, and additional costs may apply (such as a parking fee of €0.15/min or relocation costs).

Check is active in more than 17 Dutch cities. You can start and end rides within the purple service zones that you see in the Gaiyo app. Below is an overview of the cities and the clusters linked so far:

Available cities (June 2025):

• Amsterdam
• Amstelveen
• Zaandam
• Weesp
• Diemen
• Almere
• Amersfoort
• Breda
• Delft
• The Hague
• Rijswijk
• Leidschendam-Voorburg
• Rotterdam
• Schiedam

Clusters and ride connections

In some regions, parallel service zones apply, allowing you to drive between cities at no extra cost:

• Amsterdam ↔ Amstelveen ↔ Zaandam ↔ Weesp ↔ Diemen
• The Hague ↔ Delft ↔ Rijswijk ↔ Leidschendam-Voorburg
• Rotterdam ↔ Schiedam

Please note:

• Rides between clusters outside these combinations (e.g., between The Hague and Rotterdam) are not permitted and will result in a relocation fee of €70.
• Even if your battery capacity is insufficient or the scooter is outside the service area, you can only pause, not end your ride.

Service area in the app

Want to always see where you can start or stop?

Open the Gaiyo app and look for the purple zone on the map. Tickets can only be ended within this zone.

In the Gaiyo app, you can see all available Check shared mopeds in your area. Both the ‘Mopeds’ section on the dashboard and the map show the vehicles and their distance. After selecting a moped, you have 10 minutes to reach it before the reservation expires.

How does it work exactly?

1. Open the Gaiyo app.
2. Go to “Mopeds” or view the map to see available Check scooters.
3. Select a moped; the app will automatically show the distance to the vehicle.
4. You have 10 minutes to get to the moped before your ride can start.
5. Unlock the moped via the app and enjoy your ride.

Are you experiencing a problem starting, using, or ending a Check shared moped via the Gaiyo app? Then the Check helpdesk will help you further.

For technical support or ride problems, please contact Check directly via:

support@ridecheck.app

Please clearly state in your email:

• The email address you used to log in to Gaiyo
• The date and time of the ride
• A brief description of the problem

When you have finished your ride on a Check shared Moped, it is important to park it neatly and according to the rules. This way, we keep public spaces safe and accessible for everyone.

You may park the Moped:

• In the official Moped parking spaces, if available.
• Next to bicycles or other shared Mopeds, provided you do not block the passage.
• In a way that does not cause any obstruction to pedestrians, wheelchair users, or traffic.
• As if it were your own scooter – so neatly and with respect for the environment.

In some municipalities, there are designated parking spaces where you must park. The Gaiyo app shows whether you are within the correct area to end your ride. If you try to park outside the service area or in a prohibited place, you will not be able to complete your ride or you may receive a fine via Check.

Depending on the type of moped (25 km/h or 45 km/h), you must comply with the traffic rules for cyclists or motorists:

✔️ Check moped (25 km/h, blue license plate)

• Follow the bicycle lane rules – use the bicycle lane unless otherwise indicated locally (such as within the A10 Amsterdam or Utrecht).
• Helmet requirement since January 1, 2023 – drivers and passengers are required to wear an approved helmet (ECE‑22 or NTA‑8776).
• Maximum speed: 25 km/h

✔️ Check moped (45 km/h, yellow license plate)

• Follow the rules for motorists – drive on the road or moped/bike path where indicated.
• Helmet requirement – helmet with ECE-22 certification is mandatory.
• Maximum speed: 45 km/h

You can start your ride within the service area, but it is possible to continue riding outside the area – however, with restrictions:

• You must start your ride within the purple service area that you see in the Gaiyo app.
• Outside the area, you can pause, but not end or park.
• If you try to end the ride outside the area, you will receive an error message and will not be able to end the ride.

What if I end the ride outside the area anyway?

• Parking outside the area costs an additional €0.15 per minute.
• Not ending the ride? Then you won't be able to end the ride in the app, and the provider may charge a relocation fee of €50 to €70, depending on the situation.

No, you don't have to. Once you've selected a scooter via Gaiyo, you can leave it anytime within the service area. There is no obligation to return to the original starting location.

Where should I park it?

• Park the scooter neatly and legally within the purple service area visible in the Gaiyo app.
• It doesn't matter where you park within that area, as long as the scooter complies with the parking regulations of the city in question.

Yes, you need a valid driver's license to reserve and drive an e-scooter through Gaiyo. The following rules apply:

• Minimum age: 18 years
• Valid driver's license:
  • Moped license AM, or
  • Motorcycle license A, or
  • Car license B, or
  • Equivalent foreign driver's license (EU/EEA)
• You must have held the driver's license for at least one year.

Without a valid driver's license (AM, A, or B), you cannot reserve or use a scooter via Gaiyo.

During the first reservation where a driver's license is required, you will automatically be asked to scan it and have it validated by Gaiyo.

No, you do not need to take out separate insurance yourself. Felyx arranges the mandatory third-party liability insurance for you, including an excess as explained below:

What is covered

• Coverage for damage to third parties (property and injury) caused by you during the ride
• Felyx liability insurance covers a maximum of €500 excess per claim

What is your excess?

• A standard excess of $500 applies to damage to third parties
• Damage to the scooter itself is not insured—you are liable for this yourself
• No coverage for intentional or reckless damage; you will then be held fully liable

When does the insurance expire?

• In the event of accidents under the influence of alcohol or drugs: full excess and possible criminal consequences

Follow these simple steps to reserve a Felyx e-scooter:

1. Open the Gaiyo app and tap the orange map icon next to “Scooters.” Follow these simple steps to reserve a Felyx e-scooter:

2. Search the map for an available Felyx scooter and tap the vehicle you want to use.

3. Select the scooter using its license plate number from the list.

4. Check out the details: prices, pickup location, and user information under “How does it work?”.

5. Tap “Drive” to start your reservation, check the details, and select “Confirm.”

6. Then tap “Start ride”. The reservation will appear at the top of your dashboard under ‘Scooters’ or “Purchases”.

7. During your ride, you can pause or lock the scooter using the same screen.

Follow these simple steps to end your Felyx e-scooter ride correctly:

1. Park the scooter neatly within the service area, according to local parking regulations.
2. Open the Gaiyo app and navigate to your active ride under “Scooters” or “Purchases.”
3. Tap “End rental.”
4. Go through the checklist (such as: replace helmet, lock scooter).
5. Lock the scooter via the app and receive confirmation that the ride has ended. Payment will be processed automatically.

You can rent a Felyx e-scooter for both short and long trips, depending on your needs. Please note the following:

• The range of the scooter is approximately 60 km on a fully charged battery (100%).
• The Gaiyo app always shows the current battery level before you start riding.
• Felyx ensures that scooters are fitted with new batteries almost every day, so that battery capacity remains optimal.

There is no maximum rental time: you can continue to use the scooter within the service or care zone as long as the battery is sufficient and you do not violate any other conditions (such as fines or time limits).

If you receive a traffic fine during a trip, for example for parking illegally, speeding, or not wearing a helmet, the following steps apply:

1. Felyx sends the fine to you
2. The fine is forwarded directly to the user who made the trip.
3. Administrative costs of €20
4. In addition to the fine itself, Felyx charges an extra €20 in administrative costs.
5. Paying the authorities yourself
6. Felyx processes the fine, but you pay the original amount directly to the relevant municipal or national authority.

Additional points to note

• Fines may be issued for parking violations, driving outside the service zone, or violating traffic rules.
• Repeated violations may result in suspension of your account or additional location fees.
• You will receive relevant supporting documents (such as photos) digitally, if available.

Need help using the Gaiyo app or experiencing issues with your account, ride, or payment? We're happy to help.

For issues with the Gaiyo app itself, such as technical malfunctions or account questions:

• Call our helpdesk at 0900‑662 46 49 for quick support.

For questions about Felyx scooters — for example, ride issues, parking questions, or fines — please contact Felyx customer service:

• Email: klantenservice@felyx.nl
• Phone: 085 2080 470

Do you have another question? Send a request via the help form in the app or on the Felyx website.

You can park your Felyx scooter anywhere within the official service or care area, as long as it is legal and you respect public space:

• Park the scooter on public roads, not in parking garages.
• Make sure you do not block sidewalks, wheelchair routes, entrances or exits, or other traffic flows.
• Park in accordance with local regulations; check signs and guidelines at delivery locations or city maps.
• In Amsterdam, Stationseiland and Leidseplein are no-parking zones for scooters; park outside these areas in the surrounding spaces.

Felyx encourages you to park as you would park your own scooter or bicycle: safely, neatly, and without causing any inconvenience.