E-scooters in Hamburg: consumer advice center warns rental companies

E-scooters in Hamburg: consumer advice center warns rental companies

“With Day Pass you can enjoy unlimited travel for 24 hours!” Swedish e-scooter rental company Voi uses this slogan to not only advertise its day pass, but also its monthly pass on its website. But there seems to be a shoddy scam behind it: Despite this promise, the number of visits is limited.

The Consumer Counseling Center of Hamburg, which warned of misleading the company, is now warning about this. According to the Consumer Advice Center, a customer who bought a monthly pass for 39 euros had to find it painfully. “Voi has notified the person concerned by e-mail that they have violated the sharing provider’s user agreement,” it said in a press release.

E-scooter scam: Consumer counseling center warns

The company wrote, ‘We have found that your use of Voi Pass exceeds the limit specified in our Fair Use Policy. The fair use limit is nine trips per 24 hours or 200 minutes of use in 24 hours.”

And indeed: if you take a look at the terms of use for “voi” and scroll to the far end, you can find the relevant passages. It also states: “If you continue to violate this Responsible Use Policy after being notified, Voi will deactivate and block your Voi Pass in accordance with section 1.10 without warning.”

E-scooter rental company Voi offers unlimited rides

Swedish e-scooter rental company Voi has been warned of being misled by the Hamburg Consumer Center.

Nodding head at Consumer Counseling Centre. “That’s not how it works! Voi can’t lure consumers an unlimited number of trips if usage is really limited!” says Julia Rehberg. Such commercial behavior is unfair, even though the details of potential sanctions given elsewhere.

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This is what Voi has to say about consumer union allegations

In response to a request from MOPO, the Swedish sharing provider explains that the company has decided to limit the terms of use for e-scooters as they have come to know that Voi Pass has been misused. On one hand there are delivery companies and on the other there are users who show ‘irresponsible behaviour’. “For example, those who treat our e-scooters more like a toy than a transportation service,” explains spokesperson Casper Spinen.

However: “We are now seeing that we have to be even more clear in our communications in this regard,” admits Spinnon. “In a short time” the website is to be modified and made live so that no further misunderstandings are created. “We never intended to deceive our users,” the spokesperson assured.

Consumers can report complaints online

Spinnen announced that users who were canceled from their monthly pass would be compensated for days not yet used. Single pass booking is still possible for all. Those who feel they have been falsely banned can contact the support team.

Consumer advocate Rehberg advises always looking at the small print when using sharing offers. “Many services seem cheaper at first glance than they ultimately are.” online complaint form Pass the Consumer Advice Center Hamburg.

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