FAQS

A) About Bikesharing program entitled Mooovi

1) Mooovi

Mooovi is a shared mobility solution based on electric bikes proposed by the Município de Angra do Heroísmo.

2) Where can I find a Mooovi?

The Mooovi app allows you to view all the stations in the system.

When the station is orange, bikes are available (just click on the station to see the number of bikes available). When the station is gray, no bikes available

B) Use of the bicycle

1) How do I unlock the bike?

To unlock your bike, simply log in to the Mooovi app (register the first time you access the app), scan the bike’s QR code (at the top of the bike frame) and it will be unlocked automatically.

2) Is there a minimum age to use Mooovi?

For legal and insurance reasons, the use of Raia Norte Bikes is only allowed for anyone over 16 years of age.

3) Where can I park my bike to finish my journey?

To complete the ride, you will need to park your bike properly at a Mooovi station. Outside the system, stations will be charged 0,05 € per minute.

4) How do I lock my bike?

Just close the lock. To finish your ride, the app will ask you to take a picture of the bike. A beep will warn you that your bike is properly locked.

5) Is it possible to take a break during my trip?

Yes, during your journey you can stop your bike by locking it (padlock/cable). Your ride doesn’t end and no other user will be able to unlock your bike.

6) Is it possible to book a bike?

No, it is not possible to book a bike.

C) Rates and means of payment

1) Do I have to subscribe to a subscription to use a bike?

No, you can use a bike without a subscription, with availability payment.

2) What is the cost of a trip?

If you are a subscriber, the first 30 minutes are free, so you will pay €0.05 per minute. If you are not a subscriber, the unlocking fee is €1, then €0.05 per minute from 30 minutes.

3) How do I change my credit card?

In the Mooovi app of your account, go to “Manage payment methods”.

4) How do I cancel my subscription?

In the Mooovi app, in your account, go to “My subscriptions”.

5) Can I receive an invoice?

Yes, you can get an invoice with the Mooovi app.

D) Emergencies

1) What to do in case of an accident with a Mooovi bike?

If the accident is serious, ask for help directly. If this is not the case, please contact us via the Mooovi app (“contact” section).

2) What are the emergency numbers?

Do not forget the emergency numbers: 112 is the emergency number valid throughout the national territory and in the European Union.

3) How can you contact us?

You can contact us via the App (contact), at +00351 295 401 700 (Monday to Friday) or by email mooovi@cmah.pt

E) Insurance

1) Is there insurance in the event of an accident?

There is liability insurance.

2) Is there insurance in case of bike theft?

No, in case of bike theft, a deductible of € 1,500 will be charged.

F) Security

1) Is it mandatory to wear a helmet?

It is not mandatory to wear a helmet but we strongly advise you to wear it.

2) What is the maximum speed allowed?

The user must respect the rules of the Traffic Rules in force.

3) Can I use a bike in bad weather?

Yes, our bikes are designed to be used in all circumstances. Be sure to keep the necessary precautions in case of bad weather, driving with kindness and be even more careful than usual.

G) Traffic zones

1) How can I find out which traffic limits are?

With Mooovi, there are no demarcated areas. Simply park your bike at one of the stations to end your trip.

H) I have a problem

1) If I have a problem with a bike, who should I contact?

Report directly to the app by clicking on the triangle icon ( ) in the upper right corner “Report a problem”. We will get back to you later. Either way, the bike you unlocked must be taken back to a Mooovi station in order to complete the ride and complete the rental.

2) For any other problems, who should I contact?

In case of emergency, you can contact 112, which is the emergency number valid throughout the European Union.

Indicate the nature of the problem in the “Contact” section of the menu. We will get back to you later. You can also contact us at +00351 295 401 700 (Monday to Friday) or by email mooovi@cmah.pt.

3) What should I do if my bike is stolen during my trip?

The user is responsible for his vehicle from the moment he unlocks it, until it is locked in a Mooovi station. In the meantime, if your bike has been stolen, please report it directly to the app by clicking on the triangular icon ( ) in the upper right corner “My bike has been stolen”. We will get back to you later.

4) I have a billing problem, how can I get a refund?

5) If I see an abandoned bike, what should I do?

6) What to do if I forget to lock the bike at the station?

Once you know, go fast and see if the bike is still in the same place you left it. If this is not the case, please contact us directly.