FAQ

It is the responsibility of the LTR rider to carry out regular basic checks to ensure that the e-scooter is free from any obvious defects or issues. This includes keeping the scooter clean, checking for any obvious issues with the brakes, handlebars or other areas of the scooter.

If you have any questions about how to carry out these checks or if you would like to report an issue, please contact support ltr.support@voiapp.io. Your rental agreement does however include comprehensive servicing from your local Voi Warehouse team should your e-scooter require it.

Long Term Rentals operate on a calendar month by calendar month basis. By signing up for a Long Term Rental, you are agreeing to hire a vehicle for the remainder of the then current calendar month (charged on a pro rata basis) and any subsequent calendar months during which your Long Term Rental period continues.

If you wish to cancel the agreement, you must give us ten days written notice via ltr.support@voiapp.io prior to the end of the calendar month. If we do not hear from you, we shall charge you for any subsequent calendar months during which your Long Term Rental period continues.

You must be 18+, hold a valid full or provisional driving licence and have a valid payment method associated with your Voi rider account. You must also be located inside our Operation Zone.

For protection, we provide a secure lock with your e-scooter, and for peace of mind, the e-scooter is tracked using our built-in GPS technology.

You can and should also lock the e-scooter from your Voi app. While the e-scooter is rented to you, no one else will be able to rent it.

Prior to the end of the month, you must give us ten day's written notice via ltr.support@voiapp.io. If you do not provide us with this notice, your rental will be automatically renewed for the following month.

You will be charged on a pro-rata basis for your first month. A member of our team will be in touch to arrange collection of your e-scooter.

Full rental agreement terms and conditions can be found here.

When there is no ongoing ride on your Voi app, the power of the scooter will be automatically switched off and the back wheel will be blocked. The scooter cannot be unlocked by anyone other than the registered Long Term Rental rider.

When the scooter is parked or left unattended, we strongly recommend also locking it to a fixed point (eg alongside a wall or connected to a bike stand), using the lock we provided.

If the scooter goes missing, it needs to be reported to us immediately by emailing us at ltr.support@voiapp.io. Thanks to its location software, we can send a team to try and recover it.

If we are not successful, we might involve the police and our insurers to investigate. You may be asked to support the investigations so that we can find out who was responsible for the loss. It is vital, therefore, that you familiarise yourself with the user agreement, terms and conditions, so that you avoid being held liable for any loss.

In accordance with Department for Transport (DfT) requirements, we maintain motor third party liability insurance on all of our e-scooters in the UK, including Long Term Rentals. In addition to the insurance requirements set by DfT, we are also proud to maintain personal accident insurance for our users which provides up to £45,000 of cover in the event of total or partial disablement or death.

These insurance covers are automatically included with every Voi e-scooter ride in the UK at no additional cost to our users. Further information about our insurance programmes can be found on our website.

As long as you keep paying monthly for your Long Term Rental, you will continue to be able to use your e-scooter. However, all riders must adhere to our terms and conditions, as well as the rules of the road and safety guidance. Voi reserves the right to recover e-scooters in accordance with our terms and conditions.

Working in partnership with our councils, we’re delighted to offer Long Term Rental riders vast areas of space to ride in. You can see these in detail on your Voi app and, if you attempt to ride the e-scooter outside of the Zone it will come to a gradual stop. If you attempt to start your ride outside of the Zone the e-scooter will not operate.

No, it is strictly prohibited to take your e-scooter outside of the operational Zone. As the e-scooter uses geofence technology, you will be unable to start or ride the e-scooter outside of the Zone. Should you leave the zone with the E-scooter you will risk a fine and having your e-scooter retrieved by our teams and your account banned.

The scooter can be used up to 30 - 40 miles on a full charge. This is subject to weather, weight of the rider and any inclines in the road. On average, however, our e-scooters are usually capable of being ridden for around 30 miles on a full charge.

We will provide you with one Voi charger, so you can charge at home and your place at work. You must only charge the e-scooter using the charger we provide. Please note you are responsible for the charger and you will be liable for any replacement costs in the event of loss or damage.

No; this could result in damage to the scooter. Our scooters are designed to be charged only by using the Voi charger. If you experience any issues with the charger we have provided to you, please contact our support team at ltr.support@voiapp.io.