Please also have a look at our General Terms and Conditions (GTC). The GTC form the legal basis of the rental.
Please visit the YouTube Channel of the Mobility Academy. Here you will find short, helpful videos.
How can I become a user?
Once you have registered for free, you can use the services of carvelo2go with your personal login.
Is registration obligatory?
Yes, your user account allows you to manage your personal data and to get an overview of your rents. You cannot book a Carvelo without signing in.
Why do I have to enter my age?
We rent Carvelos only to people who are at least 16 years old. Carvelos are intended for adult riders and are not suitable for children.
From what age can I use carvelo2go?
The minimum age for using the service is 16 years. Carvelos are intended for adult riders and are not suitable for children.
I have forgotten my user name / password. What should I do?
Click on “Login” and then on “Forgotten password”. Then follow the instructions.
How can I change my personal data?
Registered users can make changes to their account by clicking on “My Profile”. Please click on “Save” at the bottom of the page to save your changes.
Subscriptions, Payment and Prices
What payment options do I have?
The rental amount is displayed when you make your reservation. It will be debited from the means of payment stored in your profile at the end of the rental period. Credit cards (Visa, Master) or Postfinance cards are accepted as means of payment.
How are the costs for a rental calculated?
The Carvelo can be reserved by the hour. You can find the rates here.
As a TCS member, I benefit from a 50% discount on the rental fee. Where can I find my TCS number?
Your TCS number is the nine-digit number on your membership card (bottom left). The TCS number is personal to you and cannot be transferred to others.
My TCS number is not recognized. What can I do?
First of all, please check carefully whether your name in the carvelo2go account matches the member name in the TCS membership. The system distinguishes between upper and lower case letters, and the member number must also be entered without dots in carvelo2go. If the number is still not recognized, contact the carvelo2go hotline. By the way: You can change and update your details at any time under “My profile”. Please click on “Save” at the bottom of the page, so that the changes are really applied.
Can I transfer my member number?
No, your member number is only valid for you personally and cannot be transferred. In case of misuse, carvelo2go reserves the right to charge a penalty and to exclude you from the system.
Is there a discount for people living in the same household?
Yes, with the TCS Family membership, every family member registered in the membership can create a carvelo2go login with his/her personal membership card (and membership number) and benefit from the discount.
Do all TCS memberships apply?
Yes, but TCS membership is personal and non-transferable.
Under which conditions am I insured as a user?
By registering with carvelo2go, you confirm that you have personal liability insurance. In case of damage or theft during your rental period, your deductible amounts to a maximum of CHF 1,500 for Carvelos and of CHF 1’000 for Smargos (electric vans). You can purchase the insurance for each single ride to reduce your deductible to zero in case of damage. You can find the prices for the insurance on the page Tariffs. Please also consult the General Insurance Provisions.
My Carvelo has been stolen/lost. What should I do?
Report the theft immediately to the hotline on 058 827 34 14 for further instructions. Your deductible in the event of loss is CHF 1,500 for Carvelos and of CHF 1’000 for Smargos (electric vans). You can purchase the insurance with each booking to reduce the deductible to zero. You can find the prices for the insurance on the page Tariffs. Please also consult the General Insurance Provisions.
Can I travel abroad with the Carvelo?
Trips abroad are allowed. Special insurance such as the “Euroschutzbrief” must be taken out yourself. However, the insurance offered by carvelo2go only covers you in Switzerland and Liechtenstein.
Book a Carvelo
How long can I rent a Carvelo?
The Carvelo can normally be rented for a maximum of one week at a time. Would you like to rent the Carvelo for a longer period? This is possible for up to one month at certain locations, and you will automatically benefit from a long-term discount. You can find more information here.
How far in advance of a scheduled ride do I need to make a reservation?
Reservations are possible around the clock until shortly before the desired use.
I am planning a longer trip over the weekend. How do I charge the battery?
If you are planning a longer trip, you can ask the host for the charging cable to be able to recharge your battery during a break. Please remember to return the charging cable to the host along with the key and battery.
Can my pet accompany me on a Carvelo ride ?
According to road traffic law in Switzerland, the transport of animals is not forbidden. However, as the owner, the behavior of your animal is your responsibility and you are liable for any damage. Therefore we recommend the use of an animal-friendly transport container.
Is it compulsory to wear a bicycle helmet?
Wearing a helmet is still not obligatory in Switzerland, but we highly recommend you wear one. A helmet can save your life if an accident happens.
What should I pay attention to before the ride?
For your own safety, please pay attention to the following points:
1. Check the Carvelo for any damage before you start the ride.
2. Check the charge level of the battery.
3. Make all necessary adjustments to the Carvelo before you start riding: Adjust the saddle and the height of the handlebar to your needs, fasten the children’s seat belts, wear a helmet, etc.
4. Pay full attention to the traffic especially when beginning the ride.
5. Please note: if the key can be removed from the lock after opening (it remains inside on some models), please remove it during the ride. If you lose the key, you will be charged CHF 30.
What do I have to consider when transporting children?
We recommend transporting children from the age of 18 months or when the child can sit independently. There is no baby seat available, nor is there a rain cover. We recommend that you and the children wear a helmet. It can save your life and that of your child in the event of an accident.
What equipment is provided by carvelo2go?
When you arrive at the host station, you will be provided with the key, battery, seat cushion for kids (if needed), and possibly battery charger. Users are responsible for to providing any other supplementary accessories (e.g. rain cover for children, bicycle helmet), if required. carvelo2go declines any liability in case of accidents (see also GTC).
The booked Carvelo is not on site or not available. What now?
Book an available Carvelo in your area and let us know which Carvelo is not available and which one you booked as a replacement. We will contact you and the host afterwards and cancel your first booking.
The location of the booked Carvelo is closed. What to do now?
Book an available Carvelo in your area and tell us which host was closed and which Carvelo you switched to. We will contact you and cancel the invalid booking.
I discover a damage before the departure. What do I have to do?
You are obliged to report this to the host or the carvelo2go hotline immediately. We will decide together if the bike can be ridden or not.
During your trip
I have a breakdown and the hotline is not available. How do I proceed?
If you are near the host, please bring back the Carvelo. Then book another available Carvelo nearby. If you cannot return the Carvelo, please inform the host, lock the bike and return the key to the host. Then book another Carvelo in your area and inform us about the whole situation. We will contact you afterwards and take care of your bookings and the repair.
Are you a TCS member? Then with your TCS membership (from 2018) you may call TCS directly in the event of a breakdown (0800 140 140) and you will be able to count on the comprehensive services of TCS roadside assistance. Become a TCS member – Everything you need to know about TCS membership.
I would like to change or cancel a reservation. How do I proceed?
Currently, reservations can be canceled free of charge up to 24 hours before the start of the rental period. After that a cancellation fee of CHF 5 will be charged. Extensions are possible at any time free of charge if the bike is available.
Can the Carvelo be transported in trains?
Unfortunately, there is a blanket ban on taking bicycles over 2 meters long on SBB long-distance trains. In the regional trains the matter is not clearly regulated.
I cannot return the Carvelo on time. What should I do?
Please always plan enough reserve time. We depend on the Carvelo being returned on time. If the Carvelo is available, please extend your reservation. In case of late return, a fine of CHF 10 per hour will be charged. In case of emergency please contact our hotline (058 827 34 14) or the host outside the hotline hours.
I had an accident/ breakdown. How do I have to proceed?
In case of an accident with the Carvelo you are obliged to call the hotline on 058 827 34 14 as soon as possible. See also GTC point 6.
The battery of my Carvelo is empty. How do I proceed?
Please return the Carvelo to the host location if possible. If this is not possible, please call the hotline at 058 827 34 14 to find out how to proceed. If the battery is not (fully) charged at the beginning, you may also borrow the charger from the host.
I have lost the key of the Carvelo. How do I proceed?
If possible, return the Carvelo to the host location and report the incident to us. For a new key we charge you a fee of CHF 30.
Return a Carvelo
Can I return my Carvelo to another location?
No. The Carvelo must always be returned to the location where it was rented.
What should I do when I return the Carvelo to the location?
Park the Carvelo in the designated parking area, lock it and return the key and battery to your host. If you took the battery charging cable with you, please bring it back to the host as well.
My Carvelo has been stolen/lost. What should I do?
Report the theft immediately to the hotline at 058 827 34 14 for further instructions. We point out that the liability for the Carvelo lies basically with you. See also GTC point 6.
Do I have to clean the Carvelo myself?
Clearly visible, self-caused dirt must be removed by the user during the reserved time at his/her own expense.
Cargo bikes and other vehicles
Where can I find an overview of the Carvelos’ locations in my region?
You will find a corresponding overview on our website under “Locations“.
Which models are suitable for families or for transporting children?
Carvelo2go uses the standard model “Packster 60” from Riese & Müller, which is suitable for transporting two children as well as goods.
Can I rent a baby seat or a rain cover with the hosts?
No, it is not possible to rent a baby seat or a rain cover with the hosts. We would like to point out that the liability for damages caused by improper attachment of accessories lies with the user.
Are there bicycles with trailer coupling?
We do not offer bikes with trailer coupling in the carvelo2go fleet.
I would like to buy my own Carvelo. Does carvelo2go keep a dealers’ list?
Please contact us, we will be happy to help you.
Is it possible to buy used Carvelos?
It can happen sporadically that we sell used Carvelos from our fleet. Please contact us if you are interested.
Can the Carvelos be used in winter?
Yes, our Carvelos can also be used in winter, but the tires are not equipped with spikes. Please only ride if you are used to cycling in winter weather conditions like slippery roads. Low motor assistance helps when starting on slippery ground. Please park the Carvelo in a dry place and store the battery indoors.