Customer support

Voi is responsible for any service cases related to scooters, active rides, accidents, and police. Any other requests are handled by the partner. By presenting Voi's contact information while the user is unlocking, riding, and locking the scooter, most support cases end up in the right place. If service requests are sent to the wrong customer support, customer support forwards them to their counterpart at the other company (via email or directly through Kustomer if Kustomer integration is implemented). Refunds are always performed by the partner but sometimes requested by Voi.

SLA

Voi's target response time for acknowledging a customer support request is 72 hours. For issues that interrupt the operation, the goal is to resolve them within 24 hours, and for all other issues, within 10 business days.

Ways for users and partners to contact Voi customer support

We mainly use email for customer support. In our app and on our webpage you can also fill in a form, but this is converted into an email. Voi uses the rider's email address and, if available, the 4-letter code next to the QR-code on the scooters to identify users in our internal systems. We need this information and the name of your app provided when you contact our support.

We have different points of contact, one for you and one for your end users.

For regulatory reasons, we also provide phone support in some markets. Phone support has no access to admin tools, meaning they can answer simple questions and most users calling in get referred to email support. For the following cities, we provide phone-based customer support:

City	Phone number
Sweden	+46 8 525 197 27
Germany: Berlin, Bremen, Dusseldorf, Dortmund, Frankfurt, Nuremberg	Toll-free +49 800 0002709
Germany: All other cities	+49 1573 5993270
Switzerland	+41 55 539 11 37
France	+33 9 71 08 13 55
Italy	+39 02 385 85465
Spain: Seville	Toll-free +34 900 759 150
Spain: All other cities	+34 511 604 831
UK: Bath, Birmingham, Bristol	Toll-free +44 808 501 5724
UK: All other cities	+44 7476 550190

Contacting the partner's customer support

Voi will need the following information:

• A point of contact for our customer support to contact your customer support.
• A point of contact for requesting refunds.
• A point of contact where we can refer users to you.

We will provide you with the user's email when contacting your customer support.

Performing refunds

How to refund

Partner — For active rides, Voi customer support will end them and set the price. For already-ended rides, the partner is free to perform refunds under the conditions described below. The partner has to keep track of refunds and present them with the amount owed when invoicing Voi, including the id of the ride that was refunded and the user's id.

Voi — When Voi wants to request a refund from a partner, we will contact you (via email or directly through Kustomer if Kustomer integration is implemented) with the user's email, the sum to refund, and the time + date of the ride.

Refund conditions

When it's our fault — We always refund when the issue was our fault. Examples: the app issue prevented the user from riding and they were penalized €25 (refund the full €25); the scooter didn't work but the user was charged (refund the full amount).

When the user used our service — If the user managed to ride (even partly), the ride should still be paid and you can refund the extra charge. Example: the user rode 15 min, then couldn't end the ride for 20 min and was overcharged — refund the overcharge only.

Credits and refunds — If the charge (or extra charge) is below €10, we offer refunds in Voi credits (unless the user specifically asks for money). Above €10, we refund money. When refunding in credits we usually add 1–2 credits as compensation.

Not refundable — We don't refund insignificant issues that don't affect the user's experience (e.g. non-working bell, no kickstand, slow internet).

Service cases

If the partner gets contacted

Support case	Action
Reserved wrong scooter / couldn't be found / is damaged	Can't happen, since you cannot book a Voi.
User cannot find a scooter	Ask the user to find another scooter. Voi will automatically create a search-and-rescue task.
User cannot get the scooter to move	First troubleshoot (unlocked? kick-start + push gas). If it doesn't help, contact Voi. Rides under 2 min / 100 m are free; the partner may refund.
Active rental cannot be ended	First troubleshoot (is the user in a parking area?). Ask for the ride duration and contact Voi to manually end it.
User cannot start a ride	Make sure the user completed the required steps in your app. If still failing, contact Voi.
Scooter outside the Voi business area with an active rental	Ask the user to return to the operational area (warn about fees of €25+). If they refuse, forward to Voi. We charge €25 extra as part of the end-ride.
The scooter did not unlock, user insists on refund	No costs since it didn't unlock. Contact Voi with the four-letter code.
A user finds a broken scooter	Forward the four-letter code to Voi, or request it from the user.
Traffic authority contacts the partner about a traffic offense	Forward the request to Voi.
User was in an accident	Forward the request to Voi.
Police request for data	Forward the request to Voi.
User requests access to their data	Do your normal procedure and ask them to contact Voi for a separate request.
User requests the right to be forgotten	Do your normal procedure and ask them to contact Voi for a separate request.
General feedback on scooters, prices or zones	Forward the ticket to Voi.

If Voi gets contacted

Support case	Action
The scooter is broken	First help with the scooter. If necessary, contact the partner for a refund request with the sum and time + date of the ride.
Voi wants to charge a rider post-ride	Voi doesn't currently do that.
Questions regarding accounts and payments	Forward the request to the partner.
Questions regarding the app and the partner	Forward the request to the partner.
Voi sees suspicious activity	Contact the partner.
User requests access to their data	Do your normal procedure and ask them to contact the partner for a separate request.
User requests the right to be forgotten	Do your normal procedure and ask them to contact the partner for a separate request.

FAQ

Voi's FAQ is available here. We recommend embedding it as a web view within your app.