At WELGO, the safety of our users is our top priority. We are sorry to hear that you have been involved in an accident and hope you are doing well.

1. What should I do if I am involved in an accident while using a Welgo bike?

If you are involved in an accident while using a Welgo bike, it is essential to stay at the scene and follow these steps:

• Ensure that everyone’s safety is the priority. Call emergency services at 112 to receive the necessary assistance.
• Stay at the scene and wait for the police to file an accident report. In France, it is mandatory to remain at the accident location until the police arrive and all necessary information has been exchanged.
• If the bike is no longer safe to use after the accident, follow the instructions below. If you are in shock or unsure, do not ride the bike.

2. How do I file a police report after the accident?

The police report is essential for processing your case, so request a copy or obtain the report number.

3. What should I do if the bike is no longer safe to use?

If the bike is damaged and can no longer be used safely, follow these steps:

• Park the bike safely on the side of the road, ensuring it does not obstruct traffic.
• Remove the battery and take it with you for safety reasons.
• Mark the exact location of the bike using Google Maps. Take a screenshot of your current position to share with us.
• Send the Google Maps screenshot, along with a description of the accident and the police report, to [email protected].

We will arrange for the bike to be collected and either repaired or replaced if no alternative is available.