Frequently Asked Questions

Registration

Can I drive a Hello Scoot’?
To drive a Hello Scoot’, you must be of legal age and be allowed to drive a 50cm3 equivalent moped.

For Polynesian and French licenses, check on your driver’s license if you are authorized to drive a moped:

For foreign licenses, you must have a current driver’s license to access the service.
Can I learn to drive a Hello Scoot’?
Yes, if you wish, you can participate in one of the introductory driving sessions that we are setting up. Check out our website and Facebook page for more information.

It’s optional, free, supervised, and takes place in a secure location. We provide the equipment, you will be able to train and get advice to leave serene and safe!
How do we register?
Registration takes place online on our website or via our mobile application.

You will need to register :
  • A photo of your updated driver’s license
  • A selfie
  • Your credit card

Nothing is charged to your credit card, we save it to make your life easier every time you use it.
Can I register without a credit card?
Unfortunately this is not possible. We accept Visa or Mastercard credit cards, they allow you to pay a small fee every time you rent a Hello Scoot’.

To get a Visa or Mastercard credit card, please contact your bank or check online banking.

How does it work?

Where can I find Hello Scoot’?
The Hello Scoot’ available for rental are all indicated on the map when you open your Hello Scoot’ application. The map shows a defined area where you can rent and park a scooter.

During your ride, you can go as far as you want, both inside and outside this zone, as long as you return the scooter to the designated area
When does a rental start and end?
BEGINNING
The rental starts when you unlock the scooter.

END
The rental ends when you end the trip by clicking on end. A message asks you to confirm and you are then debited from your trip.

PAUSE
You can pause your rental at any time with the “Pause” button. This allows you to park the scooter and make sure it is always there when you need it again. You can make a pause with your scooter, but you keep paying the rental at the same price.
Where can I find Hello Scoot’?
The Hello Scoot’ available for rental are all indicated on the map when you open your Hello Scoot’ application. The map shows a defined area where you can rent and park a scooter.

During your ride, you can go as far as you want, both inside and outside this zone, as long as you return the scooter to the designated area
Where can I park?
You can park your Hello Scoot’ on all the spaces reserved for 2-wheelers in the city.

If you park in an unauthorized spot, the scooter may be fined and you will be responsible for the fine… in addition to the handling fee as provided in our Terms and Conditions. And most importantly, you may cause inconvenience to other users.
Can I park at home?
No! Hello Scoot’ are made to be shared and therefore used by different people, so they must be parked in reserved spaces on the public highway.

If a scooter is parked in a location inaccessible to the public, you may be charged a fee.
My Hello Scoot’ is reserved, how long do I have to pick it up?
You have 20 minutes to get to the scooter and unlock it.

After 20 minutes, the scooter is no longer reserved and someone else can take it.

Only when you unlock the scooter do you start paying.
Can I cancel my reservation?
Yes, you have 20 minutes to cancel your reservation.

All cancellations are free of charge.
Can I leave the Hello Scoot’ zone?
Yes, you can get out, pause and resume the scooter at any time.
What is the schedule?
The service is open everyday, except friday and saturday night between 8pm and 6am.

Our customer service is available at these hours by facebook (@helloscootpolynesia), email (This email address is being protected from spambots. You need JavaScript enabled to view it.) or by phone.
Can I take a passenger on my Hello Scoot’?
Yes, our Hello Scoot’ are approved to carry 2 people within the limit of 150 kg.

You can take one passenger and you will both be insured during your trip. However, we would like to draw your attention to the fact that the scooter may not climb some very steep hills.
Can I lend my Hello Scoot’ to my friend?
No! Your Hello Scoot’ account is nominative and insures you and one passenger only.

If the buddy wants to use it, he can register on the app 😊.
What do I have to do to complete a rental?
All you have to do is:
  • Park the scooter on a dedicated spot
  • Put the helmet and the hi-hat in the topcase.
  • Close the topcase properly
  • End the rental on the app
  • When the rental is well completed, you will receive a confirmation message and a summary email of your trip.

Nothing is charged to your credit card, we save it to make your life easier every time you use it.
Do I need to recharge the scooter?
No, we take care of everything! You just need to check the battery level when you reserve and make sure you’ll be able to make your trip.

The price of the recharge is already included in the rental price.

Price and payment

How much do I pay for the rental?
With Hello Scoot’, you pay by the minute, from the first minute.

You pay 49 XPF when you ride. You can make a pause with your scooter, but you keep paying the rental at the same price.

No subscription, no commitment, no fees after the rental.

The price includes the rental, helmet, charlottes, battery charge (solar-powered) and insurance.

Stay connected on our Facebook page, we often offer minutes… 😊
Is there a deposit?
No! No deposit to pay. You have to sign up for Hello Scoot’ service via our website or mobile application.

For your registration you will need: a driver’s license, a selfie and a credit card.
Where can I find my bills?
You can find your invoices either directly in the mobile application or on your customer area on our site.

Your invoices can be downloaded with the details of each of your trips.

Security and insurance

How do I need to be equipped to drive?
You must of course, ALWAYS have your helmet 😊

We recommend our users to wear :

Long pants (jeans type)

Closed-toe shoes, ideally above the ankle.

A jacket adapted to the practice of 2 wheels.
Am I insured?
All Hello Scoot’ users are insured when riding in compliance with traffic laws and safety rules.

To provide you with the best possible safety, we have taken out an all-risk insurance policy that covers you for each of your trips.
Where can I find the vehicle papers and the insurance certificate?
The papers are in the topcase, you will find a copy of the car registration and the insurance certificate.

There are also amicable reports if needed.
Maximum weight
Maximum weight Our scooters are made to carry 150 kg, beyond that, we cannot ensure the safety of the users.
Hill and climb in the residences
Our motor scooters have a power of 50cm3 in gasoline-equivalent, so they climb uphill, but like a 50cm3 scooter. The more the scooter is loaded, the less easily it will climb.

The same goes for descents.

Accident and assistance

HI had an accident, what can I do?
In the event of an accident, contact the fire department (18), the SAMU (15) or the Police (17) if necessary.

If another vehicle is involved, an amicable report must be completed. You will find them in the topcase.

In any case, call customer service so that the Hello Scoot’ team can come and assist you.
I booked a scooter but it doesn’t work, how can I do it?
If the scooter is damaged and cannot ride (flat tire, broken mirror, scooter fallen on the ground, etc…), report the damage via the application, cancel the reservation and take another scooter.

If the scooter is in good condition but does not start.

Check that you have unlocked the scooter.

Check that you have applied the brakes before accelerating to remove the security.

If this does not work, call customer service directly.
I unlocked the scooter, but when I accelerate nothing happens.
Make sure you have unlocked the scooter.

Check that you have applied the brakes before accelerating to remove the safety catch.

If this doesn’t work, call customer service directly.
My battery is dead, what do I do?
Park the scooter in a suitable location and report the situation via the mobile application.

You are responsible for checking the battery level while riding, so a fee may be charged if the scooter is out of the area.
I can’t finish the rental!
Make sure that :
  • The scooter is stopped and parked.
  • You are in the zone delimited on the map
  • You closed the topcase well
  • You have internet access on your smartphone

If the problem persists, contact customer service.

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