❌ What to do if I can’t return the power bank within the time limit?

❌ What to do if I can’t return the power bank within the time limit?

We understand that certain situations may prevent you from returning the power bank within the time limit. Here’s how to handle this situation to avoid charges or complications:

1. Exceptional extension of the time limit

If you can’t return the power bank within the time limit (e.g., due to unavailability or if the location is closed), you can exceptionally keep it for 12 additional hours without risking the fee.

2. ⚠ Important: Avoid repeated exceptions!

Frequent use of this exception may result in a permanent blacklist of your account. To prevent this:

• Always return the power bank within the allowed time frame.
• Ensure it’s placed back in the station where it was borrowed.

3. Notify us about your situation

To ensure this time extension is properly recorded:

• Send a message to the customer support via chat
• Include the reason for the delay and the station where you plan to return the power bank.

4. If the station location is closed

If the location where you borrowed the power bank has closed (e.g., store or club gates are locked) and you cannot return it, contact customer support to explain the situation. Return the power bank to the station as soon as the location reopens. Once we confirm the power bank has been returned afterward, no fee will be charged.

⚠ Always check the opening hours of the location before borrowing, so you can return the power bank while the station is still accessible.

5. I can't get to the station

If you took the power bank home after an event (e.g., a festival) or cannot find a station near you, contact customer support. You can arrange to send the power bank back to us by parcel/mail : 115 Rue David Johnston, 33000 Bordeaux, FRANCE Once we receive it, the billing procedure will be cancelled and no fee will be charged.

If you have additional questions or specific needs, our customer service team is here to assist you. Don’t hesitate to reach out! 😊

Updated on: 27/07/2026