Help

Riding is at your own risk. Please note that there may be certain local regulations that you must comply with. See the Tripy app for more details.

In addition to local regulations, you must comply with the following rules for riding a bicycle:

1. Don’t forget to wear a helmet. Although it is not required by law in some countries, it is an important safety measure everywhere. Please note that if you are not wearing a helmet, you are not insured for accidents.
2. Check the vehicle lights and brakes before driving
3. Observe all traffic rules
4. 16 years of age or older
5. Have a valid identity card
6. One rider per bicycle (no second person)
7. Do not drink and ride
8. When riding at night and in conditions of low visibility (e.g. foggy weather), make sure that the bicycle lights are switched on
9. Do not wear headphones, make and use telephone calls while driving
10. Always be aware of other vehicles and pedestrians.

Open the app, tap a car pin on the map and tap the ‘Book’ button.

Yes, you can. You can unlock any available vehicle. Note that the pricing plan for vehicles may differ from the one you originally booked. You can see the price on the pin with the vehicles on the map or when you scan the vehicle.

Currently, we do not offer the possibility to reserve a vehicle while travelling.

Make sure you scan the QR code or enter the numeric code correctly so that the rides can start quickly and smoothly.

To start a drive

1.Find a Tripy vehicle seen on the map in the application.

2.If you have found a vehicle on the map, tap ‘Reserve’ to have it wait for you while you walk towards it, or check its availability on the map until you get to it.

• Tap the ‘Start Ride’ button and scan the QR code on the reserved vehicle to start your ride.
• Keep your phone switched on to make sure that the lock on the bicycle is unlocked correctly. Wait for the unlocking instruction to appear on the screen.
• The cable pin in the physical lock will come out. Release the cable, remove the vehicle from the car park and start driving.

Troubleshooting

QR Code damaged/unreadable: To start driving, scan QR codes in other areas of the vehicle or you can enter the vehicle number seen under the QR code via the app.

Unable to read QR Code but not damaged: Tap the flashlight icon on the QR scan screen before attempting to scan the QR code.

QR Code and vehicle number damaged/unreadable: If all QR codes and vehicle numbers on the vehicle are not visible, please find an alternative vehicle while we resolve this issue.

The application shows an error:

If the error is due to a vehicle problem, our team is aware of this and are on their way to pick it up. Please try again with a different vehicle nearby.

If the error is due to a missing payment method, insufficient funds, or a pre-authorisation error, add or update your payment method. Try again after updating your details.

Perform a safety check

Before each drive, check the following:

• Are the lights working?
• Are the brakes working? (Tighten the brake levers to make sure)
• Tyres full?
• Is there any visible damage to the vehicle?
• How much does the battery level of the vehicle look like?

If anything looks damaged or faulty, please let us know and find another Tripy to ride. You can report a damaged vehicle to us by selecting the vehicle on the map and tapping ‘Report a problem’.

• Once you have finished driving, you must end your drive via the app and receive confirmation. Make sure you have a good internet connection when ending your ride.
• If you have any problems finishing your ride, please use the in-app help or contact customer service after closing and restarting the app.
• The app may not allow you to end your drive if the vehicle is in a prohibited area. If you or your guests leave your vehicle(s) in these areas, you may be penalised.
• For your own safety and the safety of others, please ensure that you park in designated parking spaces or in areas where pedestrians and other vehicles can pass.
• See the in-app guide for parking rules specific to your vehicle type. If you are on a Group Trip, make sure that all vehicles that are part of the journey follow the parking rules.
• Finishing a Bicycle Ride
  1. End the drive by touching the ‘Lock’ button in the app and then the ‘End Drive’ button.
  2. Wrap the cable around a bicycle rack and insert the pin into the lock.
  3. Make sure the bike is physically locked by following the in-app instructions.
     • Make sure the bike is physically locked by following the in-app instructions.
     • In the app, you will see a confirmation message that your ride has ended.
     • Make sure that you lock the vehicle correctly in a bicycle parking space.
     • Leave space for other drivers in the car park.
     • Do not lock the bicycle to other vehicles.
     • Take a photo that clearly shows that you have secured the vehicle in a bicycle parking space or that it is correctly parked in a free space.

  Park Areas

  Park bicycles in the special parking areas provided for bicycles in your city or in places that do not obstruct pedestrian and vehicle passage.

  Do not park in unauthorised areas such as, but not limited to, the following:

  • Wheelchair ramps
  • Centre of cycle or pedestrian paths
  • Hospital entrances
  • Fire stations
  • Pavement areas with crowded areas
    • No parking zones (fines may apply)

• If you have problems unlocking the vehicle and/or starting to drive, try the following:
  • Check your internet connection .
  • Wait a few seconds for Tripy to unlock. Sometimes it takes some time to unlock.
  • If you are on a bicycle, make sure to unlock the rear wheel manually. First pull the pin out of the side wheel lock, then insert the pin into the back of the mudguard.
  • Check the map to see if you are still in the riding area. If not, go back towards the authorised riding area.
  • If you are outside the driving area, the electrical assistance of your vehicle will be deactivated and you will have to manually move the vehicle back towards the place where the assistance will be reactivated
  • If you continue to drive outside the driving zone, your vehicle may lock.
  • If you received a payment issue error message, check the app. Check your payment details first, then contact your payment provider if the problem persists.

  Finally, sometimes the vehicle can be damaged. If you have unlocked a Tripy and it is not working, don’t worry you will not be charged. Please report the vehicle to us by selecting it on the map and tapping “Report a problem”.

• Sürüşünüzü sonlandıramıyorsanız, aşağıdakileri deneyin:
  • Parka yasak bölgede olmadığınızdan emin olun. Uygulama içi haritaya bir göz atın ve özel bir park alanına gidin. Park edilmeyen bir bölgeye park etmeye çalışırsanız, uygulama yolculuğu bitirmenize izin vermez ve bir yer değiştirme ücreti alabilirsiniz. Nereye park edeceğiniz hakkında daha fazla bilgi için Park yönergelerimize göz atın.
  • Arka kilidi olan bir bisikletteyseniz, arka tekerleği manuel olarak kilitlediğinizden emin olun. Önce pimi çamurluğun arkasından çekin, ardından pimi yan tekerlek kilidine yerleştirin. Pim kilide girmezse, bisikleti hafifçe öne doğru döndürün ve tekrar deneyin – pimin yerine oturduğunu duymalısınız.
  • Mobil veri/Wi-Fi bağlantınızı kontrol edin. Emin olmak için kapatıp tekrar açın .
  • Aracın yanında durun ve tekrar deneyin. Araçtan uzaklaştıysanız bağlantınız kararsız hale gelebilir.
  • Aracı birkaç metre sola veya sağa hareket ettirin. Bu, GPS’in doğru konumu işaretlemesine yardımcı olur.
  • Uygulamayı yeniden başlatın. Bazen uygulama donabilir. Doğru şekilde ücretlendirildiğinizden emin olmak için faturanızı iki kez kontrol edin.

  Yukarıdakilerin hepsini denediyseniz ve yine de yolculuğunuzu sonlandıramıyorsanız, yardım etmek için buradayız.  “Bize Ulaşın”a giderek Destek ekibimize ulaşın.

• Tap the vehicle icon to see the vehicle’s usage fee or scan to drive.
  • Tripy charges a flat fee for unlocking a vehicle and then per minute for boarding.
  • Before you start driving, you can see the price of your location and vehicle type in the app. Prices and promotions may vary depending on location and time. Prices include all taxes.
  • In some places, the price of each ride includes a local permit fee that Tripy passes on to you. This fee is based on the business fees Tripy pays to a city or organisation to operate there. You can see the amount of the fee before you start your journey in the app or by scanning the QR code for a vehicle. City and organisation fees are subject to tax.
  • When you finish your journey, fares are rounded up to the nearest minute.

• To comply with city requirements, there are limitations on where a ride can end. Failure to comply with these parking requirements may result in a fine for you or any Group Trip guest. Fines may be levied when any of the following occur:

1. Parking in a No Parking Zone. Parking Zones are restricted areas in which users cannot park.
2. Failure to park in a designated parking space. Some cities only require parking in certain parking bays.

Check the map in the Tripy app for the most up-to-date regulations for your city. The map will direct you to valid parking spaces.

Gelecekte cezalardan kaçınmak için sürüşünüzü geçerli bir park alanında sonlandırdığınızdan emin olun ve sürüşü bitirmek için tüm adımları izleyin. Sürüşünüzü düzgün bir şekilde nasıl sonlandıracağınız hakkında daha fazla bilgi için To avoid future fines, make sure you end your ride in a valid parking space and follow all steps to end the ride. For more information on how to end your ride properly, see the article “How do I end my ride ” .

If you believe you have been penalised in error, please submit a request to our Customer Experience team.

• Instead of charging your payment method for each journey, you can also load money in advance using a feature called Tripy Wallet to add a balance to your Tripy Wallet:
  1. Open the wallet or profile section from the bottom bar and then open the wallet section.
  2. On the screen that opens, click Load on the card.
  3. On the next screen, select the quantity you want to upload.
  4. This will charge the selected amount to your default payment method.
  5. Your journey costs are automatically deducted from your Tripy Wallet balance. If the cost of your journey exceeds the amount in your Tripy Wallet balance, we charge the difference to your default payment method.

You can check how much your journey cost and any discounts or fees applied, as well as your journey receipt or invoice. Go to ‘Profile’ in the app menu, then click on ‘My Rides’ and on the screen that opens, tap on the ‘Invoice’ button at the bottom of the details section.

If you find an illegally parked vehicle, please contact us through our Tripy app ‘Contact Us’ section and please enter the licence plate number below the QR code. Thank you for helping the community to remain a driver-friendly place.

Here are some important things you need to know about promotions.

• You can see the details of your promotions in the Promotions section of your application menu.
• You can see details of your promotions in the Promotions section of your app menu.aIf you are not sure if your promotion applied to your most recent trip, check your receipt in the History section for the Promotions line item.
• The campaign code must be entered into your account within the validity period.
• Promotional codes may have expiry dates
• Some promotional codes are only valid in certain areas
• Some promotional codes are only valid for certain vehicles
• Some promotional codes have limited quantities and are applied on a first-come, first-served basis
• Some promotional codes can only be used once per person
• Some promotional codes are only valid for new users who have not bought a rider before.
• Some promotions are exclusive to one user and cannot be transferred to another user.

If you have reviewed the list above and your promo code did not work, please send us a request and we will review it for you later.

In the following cases, a fine of up to 400 ₺ may be imposed:

• If you end your drive outside the driving area or in a no-entry. These areas are marked in red on the map, so we recommend that you check beforehand to see where you can go. Also, if you reach these zones, we will send you a push notification so you don’t get a penalty.
• You have stopped driving or parked in an area where parking is prohibited. We will inform you if you are trying to park in one of them, but be sure to check the map before driving for these no-parking zones indicated in grey.
• If you wrong park your Tripy. We usually ask for a photo of your parked Tripy to check whether you comply with our parking protocol.

You can see the fines you may have received on your journey receipt or invoice. If you think you have been penalised in error, you can contact us or use the ‘Contact Us’ section in the app. We will be happy to help you!

If you find an illegally parked vehicle, please contact us through our Tripy app ‘Contact Us’ section and please enter the licence plate number below the QR code. Thank you for helping the community to remain a driver-friendly place.

1. If you need urgent medical attention, please call your local emergency number (112 or 155 in Turkey). If any third parties were involved in the accident, contact your local police (112 or 155 in Turkey) to report the situation.
2. Once you and all parties involved are out of danger and the necessary authorities have been contacted, please let us know immediately by going to “Contact Us” in the app and calling the “Call Center” number.

Welcome to Tripy! Signing up will only take a few minutes. To get started:

1. Download Tripy app from Apple Store, Google Play Store
2. Create an account using your phone number

• NOTE: To create an account, Tripy will send a verification code via SMS. You will need to enter the confirmation code in the app to continue.
• You should be able to receive text messages from this number. Make sure you do not have an SMS blocker and that you are in an area with good reception. If you do not receive the verification code within one minute, you can request that the code be resent.

3. Fill in the requested credentials correctly
4. If requested, upload your ID or a photo of your driving licence for age verification
5. After entering the application, add your preferred payment method from the ‘My Wallet’ section.
6. Read the basics about driving so you have everything you need to know to ride safely.

• Open the Tripy app
• Check the map to find a Tripy in your city
• Tap the track button at the bottom right of the screen to move the map to your current location.
• Tap a car cluster in your area to zoom in and see where the nearest Tripy is located
• Tap the pin of your selected Tripy to show how far away it is and how much battery left

You can ring my bell!

Do you have trouble finding your aTripy in crowded places? Open the app and ring the bell and continue by tapping “Ring” to follow the sound.

We currently do not offer the possibility to reserve more than one vehicle. You can only reserve one vehicle at a time.

There are certain zones that may restrict where you can ride, speed or end your ride. These Driving Zones appear as shaded areas outlined in red on the map in the Tripy app to help you comply with local regulations.

Red Restricted Zones: You cannot end or pause your ride in this zone. Locking is disabled.

Yellow Low Speed Zones : Your top speed is restricted in this zone. Click on the zone to see the highest speed.

No Black Bike Zone : You cannot drive in this zone. Your vehicle will come to a safe stop and the locking will be deactivated. To continue riding, move the bicycle out of this zone.

1. Where to ride: aPlace one foot balanced on the pedal while balancing with the other foot.
2. Place the other foot on the other pedal.
3. Once you start pedaling, the motor kicks in, the ride starts, your speed starts to increase as you pedal.
4. Squeeze both brake levers to brake, do not use your feet!
5. Avoid hard braking and accelerating on smooth, slippery surfaces.

1. You can pause a ride to take a break, have a coffee and do your work. When you pause a ride, your Tripy is locked so no one else can take it. Remember to get back on your ride! Here are the basics for pausing a ride:

• When you pause your journey, we will continue to charge the same rate per minute used in your city.
• Park in a designated parking space in the driving area, not in no parking or no-go zones.
• Please do not block sidewalks or leave the vehicle in anyone’s driveway.
• You can pause for up to 60 minutes.

And here’s how to continue and end your journey:

• Press the “Continue driving” button to continue driving.
• If you are ready to end your ride, press the “End Ride” button after you have continued.
• In case you forget, we will automatically terminate your journey after 60 minutes of pauses.

Remember, you always need to return to your Tripy to continue driving or to finish your journey. If you don’t do this, we will automatically end your ride for you, but pausing costs money, so keep this in mind for your pause plans.

We will send you several notifications when paused, so you know how much time you have left.

Enjoy your break!

Note: Pause is not currently supported on Group Rides or bikes.

1. Has your vehicle suddenly slowed down or even stopped? It could be one of the following causes:
   • How can I pause my journey? You may be outside the authorised riding area.If this happens, check your map and return to the driving area . If you leave the driving area, the electrical assistance of your vehicle will be disabled and you will have to manually move the vehicle back towards the place where the assistance will be reactivated. If you continue driving outside the driving area, your vehicle may lock.
   • You may be in a low speed zone. These zones are colored yellow on the app map. If you enter the low speed zone, your Tripy may slow down automatically.
   • Your car may have a low battery.To end your drive, find the nearest parking space on the app map.
   • There may be a problem with your vehicle. If your battery is high and you are within the authorized driving area, please end your drive and report the vehicle to us. You can do this by selecting the vehicle on the map and tapping “Report a problem”.

1. My bike has slowed down or stoppedaIf you have noticed a problem with your vehicle, we suggest you find the nearest parking space on the app map and stop the ride.Please report the problem to us by selecting the vehicle on the map and tapping ‘Report a problem’. To avoid discovering vehicle problems after you hit the road, do a quick safety check before you start driving:.

• Are the lights working?
• Are the brakes working? (Tighten the brake levers to make sure)
• Tyres full?
• Is there any visible damage to the vehicle?

We do our best to keep our Tripys in top condition, so we always appreciate it when you let us know when something is going wrong. Thanks for your feedback and safe driving!

1. We currently accept credit cards, debit cards and, depending on your location, municipal transportation cards.You can also add money to your Tripy wallet and travel with your balance there.Why am I still being charged after I finish my trip? There may be several reasons why you are still being charged. Check the following:

• Make sure you end your drive correctly. After locking you will hear a sound and receive confirmation in the app.
• After locking the vehicle, wait at least one minute for the drive to finish.
• Make sure your phone has a good cellular data and/or Wi-Fi connection.
• Try closing and restarting the application.
• If you have received a penalty and need more information, see this article .

If you have received a penalty and need more information, see this article.aIf you are still having problems after following the steps above, please submit a request to Customer Support.

1. Tap “Wallet” at the bottom bar of the app or click Profile and then tap “Wallet”. Here you can add funds to your Tripy wallet or add a payment method.If you want to change or remove your current payment method, tap “Edit”.We are working hard to offer more payment methods, so keep your app updated to the latest version!

As a policy (User agreement), we do not provide refunds for your use of our Services, except as required by applicable law, and exceptions to this policy are at our sole discretion.

We expect all Tripy users to follow the rules of the road and the terms of the Tripy User Agreement. If you see a driver violating traffic rules or engaging in dangerous or illegal activities, please let us know.

Examples of reporting may include:

• Dangerous driving that could put their own health and safety or the health and safety of others at risk
• Inappropriate user
• Offensive and inappropriate use behaviors towards the vehicle

Please provide as much information as possible, including the bicycle license plate number and the time when the behavior occurred.

You are only liable if you did not lock the vehicle after your journey has been completed and the vehicle is stolen as a result. You are responsible from the moment the vehicle is unlocked until it is locked.

If you are unable to lock after the ride is completed, please call our call center from the contact us section and we will help you.

If you encounter any issues with a vehicle that may affect your safety or your ability to complete your ride, please let us know by doing the following:

Go to the “Contact Us” page from the Profile menu in the app or submit a request to let us know you are having a problem with the vehicle. We will send our team to pick up and repair the vehicle.

If you are already driving the vehicle, please stop driving immediately. Make sure to end your ride in the app and find another vehicle to use instead.

We expect all Tripy users to follow the rules of the road and the terms of the Tripy User Agreement. Please let us know if you see a driver violating traffic rules or engaging in dangerous or illegal activities.

Examples of reporting may include:

• Dangerous driving that could put their own health and safety or the health and safety of others at risk.
• Inappropriate user
• Offensive and inappropriate use behaviors towards the vehicle.

Please provide as much information as possible, including the bicycle license plate number and the time when the behavior occurred.

Tripys were created with safety and stability in mind. However, all Tripys can still be dangerous in bad weather, so make sure to be extra careful.

Take these safety precautions when driving in bad weather:

• Wear reflective clothing at night and in low visibility (e.g. fog).
• Do not use an umbrella while riding and keep both hands on the handlebars.
• Apply calmly and smoothly and avoid sudden movements.
• Avoid hard braking or accelerating, especially on smooth, slippery surfaces.
• Avoid puddles and potholes in the road.
• Do not ride the Tripy in heavy rain, wind or snow.