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YOUR RESPONSIBILITIES

 

📸 Before departure, you are required to report any anomaly on the vehicle​​

On clem.mobi, on the app or by email at edv@clem-e.com -On the Clem mobi app: Select current reservation / Vehicle status -On the clem.mobi website: Menu / My bookings / My current bookings / Details / Vehicle status If you don't have a smartphone / if you're booking a bike: you can send an e-mail to edv@clem-e.com before you set off, giving precise details (see your reservation SMS) of the date, time and name of your reservation station, and describing the problem encountered. You can also send photos.

🔑 1h before departure, a deposit is made, then you receive your reservation code.

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When the C.G.U.V. of your service provides for it, a guarantee deposit is made via a pre-authorization on your bank card, which is valid for approximately 7 days. This guarantee does not entail any charges or debits outside your bank, although some banks show this guarantee as a temporary movement on your account.

🔋 You are responsible for the vehicle's autonomy

ATTENTION: The vehicle is your responsibility for the duration of your reservation. This includes managing its autonomy until it returns to the resort. On departure: check that the vehicle has enough autonomy for your trip. Or that you have a solution for recharging the vehicle (roaming badge or private solution).

🔌 When coming back to the station, you must verify that you have correctly plugged back the vehicle to its charging point, before leaving !!

To recharge, make sure to make a RETURN CODE: (reservation code)# + 3# For badge stations: pass the badge to start charging We remind you that your reservation ends when the vehicle is plugged in AND charging. In both cases, the terminal must turn blue and the vehicle's indicator light must indicate 'charging'

NEED HELP?

 ? How does the service work?

Find the help page, how-to videos (to and from), answers to frequently asked questions, rates, formulas and conditions of use for your community:

🛠️ A technical problem at the station?

Range problem, error message, red bollard LED *You discover that the autonomy is insufficient before taking the vehicle*. Call technical support to cancel the reservation, then book at another location. *On iOS, I can't find the start button*. You've clicked on “lock” twice by mistake. You need to log on to https://clem.mobi , go to your reservations/current reservations/details. Then press “Start”. *Error message “We are unable to communicate with the vehicle ”*. Check that the green LED is lit on the small driver's door window (if it's red, it's a reflection), if it's not lit, press once and release, wait 60 seconds (even if it's green after a few seconds) then try to open the vehicle via the application. *The same error message continues to appear, there is no 4G network*. Switch off your smartphone's mobile data (4G), scan the QR code next to the green fingerprint (to connect directly to the vehicle) and enter your reservation code (see your SMS) on the screen that appears on your smartphone. This operation will also enable you to lock the vehicle. *The LED is lit and the application does not lock/unlock the vehicle after 60 seconds*. Check that the vehicle is switched off, the gearbox is in P and close all the doors tightly, then try again. You've pressed the green button but the LED doesn't light up green, the vehicle has broken down. *On return, the vehicle does not charge*. If the LEDs on the vehicle's dashboard are flashing, it's OK (the charge will be delayed). If not, check the connection between the charging station and the vehicle. If the LED on the dashboard is still not flashing, call technical assistance to block the station).

❄️ Frozen keyboard, dialing not working, the Key box doesn't respond to your commands ?

Go to the app, click on the timer at the top right or on 'my bookings' then choose the booking and click on 'start', the hatch will open. You have 20 seconds to retrieve the keys. This option may not be available, in which case you will need to contact technical support.

💥 Breakdown or accident while booking? 

Damage, breakdown, key not in station, vehicle not present, etc. Contact technical assistance available 24/7 01 86 86 01 49 (in french only) or send an email to territoire@clem-e.com

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