Question 1

How does Chalao Cycle work?

Accepted Answer

Register easily and for free via app or website. Bikes can be rented via the Chalao Cycle! app, the hotline. Bike types can vary from places to places, so rental prices may vary.
The specific systems' websites for each city explain which renting channels are available and how the rental works in this city. If you don't know the system's website, please use the location search.

Question 2

How can I change my phone number?

Accepted Answer

You can easily change your phone number in your customer account on our website. Log in, click on "User Settings" and enter your new mobile phone number. Click on "Save changes". This function is not available in the app. Per customer account only one mobile phone number can be used.

Question 3

How can I cancel my account and what happens to my remaining balance?

Accepted Answer

You can easily cancel your account in your customer account via the website. Log in and click on "Close account". Remaining credit will be automatically refunded.

Question 4

Where can I return my Chalao Cycle!?

Accepted Answer

Depending on the system, the bikes can be returned at official stations or within a flex zone on any public road. On the location map in your Chalao Cycle! app you can easily see where the next station is or where the flex zone ends.
You can find out whether the system has a flex zone or only stations on the respective website of the system. If you don't know the system's website, please use the location search.

Question 5

How can I contact the customer service?

Accepted Answer

In general, the contact information for our customer service can be found in the footer of home page of thewebsite.

Question 6

How do I return my Chalao Cycle!?

Accepted Answer

The return process differs, depending on the bike type and system type.
Place the bike at an official station or - if available - within the flex zone of the respective system and lock it. If the bike has a combination lock, return it via the app by specifying the location. If the bike has a BikeComputer and a fork lock, close the lock and confirm the return on the BikeComputer by pressing 'OK'. If the bike has a frame lock, close the lock. The bike is automatically returned. If you return your bike to a station with Smartdocks, push it into the dock. A beep confirms the return. If the station is full, place the bike next to it, lock it and return the it via app, hotline or terminal. In all cases, use an app to check whether the return was successful and inform customer service immediately if this is not the case.
The specific systems' websites for each city explain how the rental works in this city. If you don't know the system's website, please use the location search.

Question 7

When will I receive my invoices?

Accepted Answer

You can download your invoices after the end of the respective month in your customer account via the website under "Account status".

Question 8

How much does Chalao Cycle! cost?

Accepted Answer

The basic rate in Nepal is usually Rs. 75 per 1 hour and a maximum of Rs. 650 per 24 hours. In some cities, however, prices may vary. Find the local prices at the specific systems' websites for each city.

Question 9

I have discovered an incorrect debit in my customer account, how can I proceed?"

Accepted Answer

Please contact our customer service by phone or email to correct any miscalculations. Please provide us with all necessary information about the rental / tariff / customer account in order to be able to understand the case. Our customer service can be contacted.

Question 10

How can I register?

Accepted Answer

You can register via the website or the Chalao Cycle! app.

Question 11

How do I activate my customer account?

Accepted Answer

Once yo fulfilled all the required field when you are making your account then the verfication link will be forwarded in your email and simply click the link to activate your customer account.

Question 12

Why was my account deactivated?

Accepted Answer

Enter your answer here

Question 13

Where can I return my Chalao Cycle!?

Accepted Answer

Depending on the system, the bikes can be returned at official stations or within a flex zone on any public road. On the location map in your Chalao Cycle! app you can easily see where the next station is or where the flex zone ends.
You can find out whether the system has a flex zone or only stations on the respective website of the system. If you don't know the system's website, please use the location search.
Bikes may only be returned in the system in which they were rented.

Question 14

How do I return my Chalao Cycle!?

Accepted Answer

The return process differs depending on the bike type and system type.
Place the bike at an official station or - if available - within the flex zone of the respective system and lock it. If the bike has a combination lock, return it via the app by specifying the location. If the bike has a BikeComputer and a fork lock, close the lock and confirm the return on the BikeComputer by pressing 'OK'. If the bike has a frame lock, close the lock. The bike is automatically returned. If you return your bike to a station with Smartdocks, push it into the dock. A beep confirms the return. If the station is full, place the bike next to it, lock it and return the it via app, hotline or terminal. In all cases, use an app to check whether the return was successful and inform customer service immediately if this is not the case.
The specific systems' websites for each city explain how the rental works in this city.

Question 15

Can I rent Chalao Cycle! bikes without an app or without an internet-enabled mobile phone?

Accepted Answer

Yes, bikes can alternatively be rented and returned via the hotline. If the local system has terminals or BikeComputers, these can also be used for rental and return.

Question 16

Can I park my bike during the rental?

Accepted Answer

Yes, you can.
If the bike has a combination lock, you can simply close it and reopen it with the lock code. If the bike has a BikeComputer and a fork lock, activate the park mode. To do so, briefly touch the BikeComputer to wake it up, then press the 'P' button, close the fork lock and confirm the park mode again with P'. To continue cycling, enter the lock code again into the BikeComputer and press 'OK'.
If the bike has a frame lock, you activate the park mode in the app and then close the lock (attention: If you close the lock before the park mode has been activated, the bike will be returned immediately). To continue cycling, end the park mode in the app and the lock will open automatically. Never end the park mode from afar.

Question 17

How do I recognize an official station?

Accepted Answer

All stations are marked on the map in the app or on the website with large markers (the small markers mark individual bikes). In some cities there are also station signs, terminals or bicycle stands at the marked places.

Question 18

What is a flex zone and how do I recognize it?

Accepted Answer

A flexzone is a defined area, usually in the city centre, where the bikes can be flexibly returned on any public road. It is colour-coded on the map in the app and on the website. Whether a city has a flex zone can be read on the respective website of the system.
Please always return your bike so that it is clearly visible to other users, does not obstruct anyone and keeps paths and exits clear. Parking on private grounds, in green areas or in backyards is generally prohibited. Please lock the bike to itself and do not use public bicycle racks or the like.

Question 19

How do I return my bike correctly?

Accepted Answer

If the station does not have fixed bicycle racks, the bike will be locked to itself.For bikes with a combination lock: Pass the combination lock through the rear wheel and through the metal ring provided for this purpose. If you do not insert the lock through the metal ring or only through the front wheel, the bike will not be considered to be safely returned.
 
Please note the following:
The bike may not be parked or returned:
a) at traffic lights
(b) parking ticket machines or parking meters
(c) at road signs
d) on sidewalks, if this results in a passage width of less than 1.50 m
(e) where this conceals the stationary advertising of a third party
(f) by locking to fences of private or public houses and establishments
(g) on public transport platforms and bus platforms

Question 20

The return was not recorded. What should I do?

Accepted Answer

Please report the failed return promptly to our customer service via the hotline at +977-9860089207 and have the bike number, the return location and the actual use time ready. Our customer service will end the rental for you and adjust the rental fees accordingly.

Question 21

Can I rent several bikes parallely with one customer account?

Accepted Answer

You can rent up to five bikes at a time using one customer account. Booked tariffs and special conditions usually only apply to the first bike. In exceptional cases we offer you the possibility to rent up to seven bikes at the same time, please contact our customer service.

Question 22

What do I do if my bike has a defect?

Accepted Answer

Defects can easily be reported to our customer service via the feedback function of the app, hotline or e-mail. Please check the bike for obvious defects before starting your journey or before renting it and inform us of any damage so that the bikes can be locked and repaired as quickly as possible. If you went off with a bike and only then notice a defect, end your ride and call our service. Only then can we cancel the ride and register the bike for repair.
Unfortunately, we cannot refund any fees if you have continued using the bike despite obvious defects.

Question 23

What bike types does Chalao Cycle! offer?

Accepted Answer

Chalao Cycle! has several bike types, but usually in one city only one bike type is used. You can differentiate between bikes with high or low access and bikes with lock type. Bikes can have combination locks, fork locks on the front fork or frame locks on the rear wheel. Pedelecs and cargo bikes are also used in some cities.

Question 24

What is the maximum load of the bikes?

Accepted Answer

The maximum load of our bikes is 100 kg, of which a maximum of 15 kg may be transported in the basket.

Question 25

Do students receive discounts?

Accepted Answer

We cooperate with many Nepali universities via our contract with them in order to provide students with a discounted ride contingent. You can find out whether your university is also a member with the following list.
Universities:
Kathmandu University School of Management
ACE College of Management
Gobal College of Management
Apex College
United Academy
Kings College
SAIM College
NIST College

Frequently asked questions

How does Chalao Cycle work?

How can I change my phone number?

How can I cancel my account and what happens to my remaining balance?

Where can I return my Chalao Cycle!?

How can I contact the customer service?

How do I return my Chalao Cycle!?

When will I receive my invoices?

How much does Chalao Cycle! cost?

I have discovered an incorrect debit in my customer account, how can I proceed?"

How can I register?

How do I activate my customer account?

Why was my account deactivated?

Where can I return my Chalao Cycle!?

How do I return my Chalao Cycle!?

Can I rent Chalao Cycle! bikes without an app or without an internet-enabled mobile phone?

Can I park my bike during the rental?

How do I recognize an official station?

What is a flex zone and how do I recognize it?

How do I return my bike correctly?

The return was not recorded. What should I do?

Can I rent several bikes parallely with one customer account?

What do I do if my bike has a defect?

What bike types does Chalao Cycle! offer?

What is the maximum load of the bikes?

Do students receive discounts?