Frequently Asked Questions
HOW TO REGISTER
What are the registration criteria ?
For the Hello Scoot' service, you must be of age and have a BSR or an identity card for people born before 2000.
For foreign drivers, you must have an up-to-date driver's license to access the service.
How do I register
Registration takes place online on our website or via our mobile app.
You will need to register:
- A photo of your current driver's license or an ID card if you were born before 2000
- A selfie
- Your credit card
Nothing is charged to your credit card, we just register it for your convenience.
Can I register without a credit card?
Yes, but the registration will take place in our office, contact our customer service for more information.
Does Hello Scoot' offer subscriptions?
You have different "Subscriptions" with Hello Scoot' :
Independence subscription at 2490 xpf (minimum 3-month commitment):
- 1 hour of Hello Car by Avis
- 60 minutes of Hello Scoot'
- 10% on all your trips
Autonomy subscription at 14,990 xpf (minimum 3-month commitment):
- 1 hour of Hello Car by Avis
- 400 minutes of Hello Scoot'
- 10% on all your trips
You can take out your subscription directly in the application in "Menu" and then "Subscription". All you have to do is choose your subscription !
Price and Payment
How much do I pay for the rental?
With Hello Scoot', you pay per minute, from the first minute.
You pay 55 XPF when you use your Hello Scoot. Then we offer different rates .
You can stop whenever you want, be careful, your rental continues, you are charged at the same price!
No subscription, no commitment, no fees after the rental.
Price includes rental, helmet, charlottes, battery charge (solar powered) and insurance.
Stay tuned to our Facebook page, we often offer minutes... 😊
Is there a deposit ?
No! There is no deposit to pay. You need to register for the Hello Scoot' service via our website or our mobile application.
For your registration you will need: a driver's license, a selfie and a credit card.
Where can I find my invoices ?
You can find your invoices directly in the application in the "Menu" tab, then "Billing".
How much will I be billed?
You will be charged for the time you reserved your rental even if you do not pick up the vehicle, or if you stop your rental before the reservation time.
I forgot to cancel my reservation. Will I be charged?
No! after 20 minutes the reservation is automatically cancelled if you don't click on "Start trip".
Accident and assistance
I had an accident, what should I do ?
In case of an accident, first contact the fire department (18), the ambulance (15) or the police (17) if necessary.
If another vehicle is involved, you must fill out a joint report. 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 reserved a Hello Scoot' but it doesn't work, what should I do ?
Make sure you have unlocked the vehicle.
Check that you have braked before accelerating to remove the security.
If this does not work, call customer service directly.
I'm out of battery, what do I do ?
It's your responsibility to check the battery level at the start of your rental. You can go to a recharging station to change your batteries!
Please note that charges may apply if the Hello Scoot' breaks down outside the service area.
I can't finish the rental !
Make sure that:
- The vehicle is stopped and parked
- You are in the area indicated on the map
- You have locked the top case.
- You have access to the internet on your smartphone.
The vehicle reserved on the application is not at the location indicated on the map, what to do ?
If the vehicle is not at the location indicated on the application, contact customer service to be assisted in finding the vehicle.
How much autonomy and how to charge the battery ?
Our scooters have a range of 80 km when fully charged.
If you need to travel further during your rental period, just drop by the recharging point so we can change your batteries.
It takes 2 minutes and is included in the rental price!
Locate the charging stations on the Hello Scoot' map in the app, and you'll get all the info you need on available charging stations.
Do you provide helmets ?
Yes, 2 are included in all of our topcases, as well as charlottes for sharing helmets.
Where can I end my ride ?
You can end your ride anywhere you want in the area indicated on the app, as long as it's a free parking lot designated by a 2-wheeler marker.
To see the Hello Scoot zone, click on the scooters icon in the application and a yellow zone will appear.
Where can I find Hello Scoot' promotional offers ?
You can find all our special offers directly in your Hello Scoot' app!
How do I benefit from the day rate ?
All you have to do is rent for more than 90 minutes to automatically switch to the day rate.
If you don't need to ride for that long in a row but you want to keep the scooter for 24 hours, you can leave it on break when you're not using it.
Is it possible to plan a trip with Hello Scoot'?
Yes, it's possible with Hello Scoot'. Just click on the calendar on the right of your screen to define a location on the Hello Scoot' map and choose a date and time!
The scooter will be available within a 500-meter radius of the indicated address. It will appear in the application no later than 30 minutes before the start of your journey.
Does Hello Scoot' come with any additional insurance?
Yes, at the start of your rental, the application shows you insurance options. You can choose to take out insurance or start your rental without additional insurance.
If you choose insurance, you'll be billed directly at the end of your rental (190 xpf / hour or 990 xpf / day) and in the event of an accident or problem, a deductible of 20,000 xpf will be automatically applied.
How does it work ?
Where can I find Hello Scoot'?
The Hello Scoot' available for rent 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, inside and outside this area, as long as you return the scooter to the designated area.
When does a rental start and end ?
Start
The rental starts when you unlock the scooter.
END
The rental ends when you complete the trip by clicking on the end button. You will be asked to confirm and then charged for your ride.
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 still there when you need it again.
You can stop whenever you want, but be aware that your rental continues and you are charged the same price!
Where can I park ?
You can park your Hello Scoot' in all the parking spaces reserved for 2-wheelers in town. If you park in an unauthorized space, the scooter may be fined and you will be responsible for the fine... in addition to the handling fees stipulated in our General Terms of Use. And above all, you risk disturbing 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 on the reserved spaces on the public road.
If a scooter is parked in a space that is inaccessible to the public, you may be charged.
To park the scooter at home you need to make a "Stopover" to keep the scooter with you.
Ending your rental in a private place is strictly forbidden.
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 pick it up.
Only when you unlock the scooter do you start paying.
Can I leave the Hello Scoot' zone ?
Yes, you have 20 minutes to cancel your reservation and it's free.
Can I leave the Hello Scoot' zone ?
Yes, you can exit, pause and resume the scooter at any time.
What are the opening hours ?
The service is open every day, 24 hours a day, 7 days a week.
Our customer service is available Monday to Saturday from 8am to 5pm via Facebook Messenger (@helloscootpolynesie), email (
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 a passenger and you will both be insured during your journey. However, we would like to draw your attention to the fact that the scooter may not be able to climb some very steep hills.
Can I lend my Hello Scoot' to my friend ?
No! Your Hello Scoot' account is nominative and allows you to insure yourself and a passenger only.
If the friend wants to use it, he can register on the app 😊
What do I need to do to complete a rental ?
All you have to do is:
- Park the scooter in a dedicated spot
- Store the helmet and the headgear in the topcase
- Complete the rental on the app
When the rental is complete, you will receive a confirmation message and an email summarizing your trip.
Do I have to charge the scooter at the end of my trip ?
No, we take care of everything! All you need to do is check the battery level when you book, and make sure you'll be able to make your journey.
Le prix de la recharge est déjà inclus dans le prix de la location.
But be sure to return the scooter to the service area. If you break down outside the service area, a 30,000F breakdown fee will be charged!
Are there any areas where scooters are not allowed ?
By clicking on your vehicle you will see red zones appear in the application. These red zones are strictly forbidden to scooters.
Here is the list of prohibited and not recommended zones:
- the Belvedere of Pirae
- the Western Relief Road (RDO)
- the Papenoo Valley (Maroto)
- all steep climbs
All traffic in these areas will be charged at 5000 xpf.
ASSURANCE and SECURITY
How should I be equipped to drive ?
You must of course, ALWAYS, have your helmet 😊
We recommend that our riders wear:
- Long pants (jeans type)
- Closed-toe shoes, ideally that come above the ankle
- A jacket adapted to the practice of 2 wheels.
To provide you with the best possible security, we have taken out an all-risk insurance policy that covers you for each of your journeys.
Where can I find the vehicle's papers and the insurance certificate ?
You'll find vehicle documents directly in the top case. There are also amicable reports if you need them.
What is the maximum weight ?
Our scooters are made to carry 150 kg, beyond that we cannot ensure the safety of the users.
Hill and rise in the residences ?
Our scooters have a power of 50cm3 in gasoline equivalent, so they climb the slopes, but as a 50cm3 scooter. The more the scooter is loaded, the less it will climb easily.
The same goes for the downhill.
HOW DOES IT WORK
Where can I find a Hello Scoot' to book in advance ?
When you open your HelloScoot' application, you will find the Hello Scoot' available for reservation in the "Later" tab.
How do I make a reservation ?
Once on the "Later" tab, you can click on one of our stations which is indicated by a yellow icon with a palm tree in the center, note the date and time of departure and the date and time of return.
When you search for a vehicle, you will get a list of the nearest station where a scooter is available.
A prepayment authorization of 10% of the total amount will be requested before the reservation is confirmed.
What is a station ?
A station is the place where you can reserve a vehicle and where you have to return it at the end of your rental. They are indicated on the map by a yellow icon with a black palm tree.
We have 4 stations:
- The Port of Papeete
- Tahiti airport
- Ferry terminal of Vaiare
- Cook's Bay hotel
When is my vehicle available ?
If a vehicle is already in the resort, it will be available 30 minutes before your reservation time.
Can I make multiple reservations ?
Yes, as long as a vehicle is available at the station at the chosen date and time.
If you want to reserve several scooters at the same time, you can't, because at Hello Scoot' it's 1 account, 1 scooter!
So each rider must create a Hello Scoot' account and make a reservation.
I forgot to put my helmet in the Top Case, what should I do?
Don't worry, if you have finished your reservation but you forgot to put the helmets in the top case. Contact us quickly at 40.54.54.40, by messenger on FB or on WhatsAPP at 87.38.28.51.
Reservation : Modification , extension and cancellation
How far in advance can I reserve a scooter ?
You can make your reservation up to 4 months in advance if you wish
No subscription, no commitment, no fees after the rental.
I have not reserved enough time ?
You have the possibility to extend your reservation time in "My Reservations".
By clicking on your reservation, you will find a button "Extend reservation", by clicking on the button, a message will indicate the maximum time of extension.
Then by continuing you will have the choice of the extension time you need.
I made a mistake with the date, can I change the reservation ?
If you are not yet in the availability period, you can cancel your reservation and create a new one.
If you are in the availability period and you have not yet started the scooter. Just go to the key and click on "Cancel trip". You will then be able to create a new reservation.
If you have started your reservation, you will not be able to change the departure date. You can only extend the reservation.
How do I cancel my reservation ?
You just have to click on "Cancel my reservation" and the costs will be as follows:
Cancellation before the 30 minutes: No fee
Cancellation 30 minutes before your reservation: 5000 xpf cancellation fee.
Cancellation during your reservation: Total price of your reservation
An estimate of the price will be shown before you confirm your reservation.
Parking and traffic
Where can I park the vehicle ?
In order to park the vehicle, you must park in a public, free and marked space for 2 wheels.
During your rental, if you need to take a break, just press the "Pause" button.
At the end of my rental where do I park the vehicle ?
If you no longer need the vehicle, you must return it to the starting station.
If you want to drop off at other place you can contact the customer service and we will end your trip at distance.
Beware: a fee of 1000 xpf will be charged to stop your journey at a location other than your departure station.
If you want to use it again, you can pause it in the application.
Where can I go with the vehicles ?
You can go as far as you want during your trip, as long as you return the vehicle to the departure station at the end of your rental.
HOW DOES IT WORK
Where can I find my Hellocar ?
The Hellocars available for rent are all shown on the map when you open your application.
The map shows a defined area where you can rent and park a car.
During your trip, you can go as far as you want, inside and outside this zone, as long as you drop the car back in an authorized area
How to open the car ?
To open the car, you have to start your rental and press unlock car on the application.
Where to find the keys ?
Once the doors are open, the keys are available in the glove box. You need to remove it from the box and insert it in the ignition to start the Hellocar.
At the end of your rental period, be sure to reconnect the key to the system in the glove compartment!
How do I declare damage before renting ?
After your reservation, the application will ask you if you have any damage to declare. You will then be able to take pictures of the different points of impact to relieve yourself of any responsibility before your rental.
When does a rental start and end ?
START
The rental starts when you unlock the vehicle
END
The rental ends when you complete the trip by clicking on "end".
You will be asked to confirm and then charged for your trip.
PAUSE
You can pause your rental at any time using the "Pause" button.
This allows you to park the car and make sure it is still there when you need it again. You can stop whenever you want, but beware, your rental continues, you are charged the same price!
Where are the vehicle documents ?
You will find a copy of the vehicle's documents in the glove compartment of the Hellocar, remember to bring your paper driver's license with you when you rent the car for peace of mind in case of a road check.
What do I need to know about fuel ?
Fuel available at the start of your rental is included. If necessary, you'll have to pay for the rest. If necessary, you will be responsible for the rest.
Where can I find my Hellocar ?
The Hellocars available for rent are all shown on the map when you open your Hellocar application.
The map shows a defined area where you can rent and park a car.
During your trip, you can go as far as you want, inside and outside this zone, as long as you drop the car off in an authorized zone
My Hellocar is reserved, how long do I have to pick it up ?
You have 20 minutes to get to the car and unlock it.
After 20 minutes, the car is no longer reserved and someone else can take it.
Only when you unlock the car do you start to pay.
Can I cancel my reservation ?
Yes, you have 20 minutes to cancel your reservation and it's free.
What are the schedules ?
The service is available every day, 24 hours a day, 7 days a week. Our customer service is available Monday to Saturday from 8am to 5pm via Facebook Messenger (@helloscootpolynesie), email (
Can I lend my Hellocar to my friend ?
No ! Your Hellocar account is personal. By registering on the application you acknowledge that you have a valid driver's license and that you are responsible for the use of your Hellocar.
Therefore, you are responsible for the vehicle you rent and for the consequences in case of an accident involving one or more third parties.
Don't forget that you registered your credit card when you registered.
If your friend wants to use it, he can register on the app with his driver's license and his credit card.
Can I attach surfboards to the roof ?
Surfboards can be transported in the HelloCar if the size of the board allows it. Transportation on the roof is prohibited to avoid paint damage and scratches.
Can I smoke in the vehicle ?
It is strictly forbidden to smoke, drink and eat in the vehicle. In the event of a breach of this rule, a cleaning fee may be applied.
Where do I stop my Hello Car rental ?
To stop your rental, you need to be in the Hello Car by Avis service zone.
To see the service zones, simply click on the car icon in the application and a yellow zone with a red border will appear.
You can start and end your rental in these zones.
Insurance and safety
Does Hello Car by Avis come with any additional insurance?
Yes, at the start of your rental, the application shows you insurance options. You can choose to take out insurance or start your rental without additional insurance.
If you choose insurance, you'll be billed directly at the end of your rental (190 xpf / hour or 1490 xpf / day).
Should I check my tire pressure ?
Tire pressure should be checked when the vehicle is overloaded or on long term rentals, in order to maintain a comfortable and safe driving.
I just had a broken window, what should I do ?
In case of a broken window, you must contact the rental company to inform them of the damage. Fill in the accident report form and give it to the company.
Is there a deductible in case of damage ?
In case of damage, please refer to the general conditions
Can I take passengers in my Hellocar ?
Yes, our vehicles are insured.
You can carry passengers in your vehicle as long as you respect the number of seats.
What happens if I don't make my declaration ?
In this case, the application will bill you for the cost of the damage.
Where are the vests and triangles in case of accidents ?
The vests and triangles are stored in the trunk of the Hellocar. They are stored under the trunk covers (to be confirmed)
Parking and traffic
Can I leave the Hellocar zone ?
Yes, you can exit the Hellocar zone, pause and resume the car at any time.
Where can I park ?
You can park your Hellocar in any parking space
If you park in an unauthorized spot, the vehicle can be ticketed and you will be responsible for the fine... plus the administration fee
And above all, you risk disturbing other users.
Where can I drive ?
The vehicle is authorized to circulate only on the motorable roads (the circulation in the dirt roads, paths, road of the maroto is prohibited)
Can I go to Moorea with the car ? and to the islands ?
It is possible to take the vehicle to Moorea. The other islands of Polynesia are forbidden.
Where can I park at Faa'a airport?
At Faa'a airport, you must park in the rental parking lot, not in the public parking lot.
To get to the rental parking lot, enter parking lot P1 and head for the exit, where several signs indicate the rental parking lot!
Any parking in the public parking lot will be billed with the intervention fee.