Homepage / FAQ
THE STATION IS FULL, WHAT SHALL I DO?
In this case you have to lock the bike safely to the station with a combination lock using our FREEBIKE Application or directly calling on 56 64 17 990 to complete the rent of the bike.
What if I forget my PIN?
You can recover your login credentials on our website according to the scheme: "login" -> "Forgot Password?" -> enter your email address -> "Send login". In case you do not receive the e-mail with login credentials, call us on: 56 64 17 990
Is there a minimum age for the Torvelo user?
Using the TORVELO system is open to all people. Persons under 18 years old must have a signed permission from their parent or guardian, available at: www.torvelo.pl – Terms and Conditions. Please send a signed permission to the following address: Bike U Sp. z o.o., Emilii Plater 53, 00-113 Warszawa
Can the user registered in the Torvelo System use the bike in other cities?
No - Torvelo registration system does not allow to use the bikes in other cities.
Can I take a break in ride and leave the bike for a few minutes?
Obviously, however, the most important in this case is common sense. Do not leave Torvelo in isolated or "risky" places and always lock them using the security chain with a combination lock to solid, robust things, and certainly nothing will happen. We want to assure as well that nobody will be able to rent such bike – locked for a while during the ride with a combination lock.
What do I do if I find an abandoned or vandalized bike?
If you see an abandoned or vandalized bike, please contact us on 56 64 17 990 immediately. Our service will arrive at your designated location and secure the bike.
Who is responsible for the damaged bike?
From the moment of rent till the moment of return of the bike at one of the TORVELO stations, it is the User who is responsible for the bike which is rented. If the bicycle is damaged during its using from your fault, we are sorry but you will have to cover the cost of the repairs. But do not worry - if you are not responsible for the damage of the bike and you will report to us the whole thing without delay, you will not incur any consequences.
How many bikes can I rent?
On one account, you can borrow 1 bicycle in the TORVELO TARIFF and up to 2 bicycles in TORVELO TOURIST membership. Each of them needs to be rent separately, giving your identification data. For each bike, the system will separately calculate the bicycle rental period, so you don’t need to return all the bikes at the same time.
I got a text message telling that the bike that I was using went missing. Will I be responsible ?
No. If you have returned it properly in the system and we can confirm it together, you will not have to worry about the consequences. We have set out the procedure in case of loss of the bike - we will contact the last user and ask for a help in finding the bike. However, each case is treated individually.
What if the Torvelo System charged inadequate fee?
If the amount that the system charged from you for using Torvelo is not related to the facts, write a complaint by sending us an email on firstname.lastname@example.org. For its consideration we have up to 14 days. However, we will try to answer it as quickly as possible. If the verification shows that the system has made a mistake, we will refund you the entire inadequately charged amount.
What if I have a problem with renting or returning the bike at the terminal?
In case of problems with carrying out any operation at the Torvelo station, please contact our Call Centre. You will be able to perform the selected operation quickly and efficiently. We are available by phone 56 64 17 990 non stop.
How to pay for Torvelo System
You can charge your account using the online payment Pay U - immediate payment, providing the internet transfers and credit cards payments.