Trust & Safety

Velohood provides tools for communication, documentation and moderation. Rental contracts are directly between owner and renter; repair contracts are between workshop and customer. Velohood is generally not a lessor, renter, workshop, insurer, payment provider or event organiser.

Tools reduce misunderstandings but do not replace checks. Both sides must provide truthful information, follow agreed terms, raise risks and preserve evidence. See the Terms of Use.

A verified email confirms access to that mailbox, not government identity. Business accounts can be administratively verified and workshops reviewed before publication; badges describe only that process and are not quality guarantees.

• Check profile, reviews, activity and consistency.
• Never share passwords, login codes or complete payment credentials.
• Use a unique password and report suspicious access immediately.
• Keep important agreements in platform chat.

Bicycle listings may publish after technical minimum fields and be moderated afterwards. Velohood does not generally pre-inspect each bicycle, prove ownership or certify roadworthiness.

• Compare description, recent photos, model, size, equipment, defects, location, price and deposit.
• For valuable bicycles, request plausible ownership evidence with sensitive information redacted.
• Be cautious about implausibly low prices, pressure, inconsistent images or immediate off-platform communication.
• Report suspected stolen bicycles, misleading information, copied photos and prohibited content.

A normal request starts PENDING and becomes ACCEPTED when approved; instant booking may be accepted immediately. Before confirmation check the period, pickup/return location, bicycle, accessories, total, separate deposit, payment method, cancellation terms, allowed use, locks, e-bike equipment and both sides' insurance.

After request acceptance, an immutable rental contract with a version and SHA-256 integrity value is provided. It freezes available serial/frame number, asset code, core technical data, accessories and, for business providers, rental and cancellation policies. Compare them with the bicycle delivered, read the contract in full and download it if needed before acceptance. Pickup can start only after both parties accept the same contract.

Resolve unclear points in writing before contract acceptance and handover. Do not pay because of pressure, unexpected links or changed recipient details.

Meet where agreed, preferably in public and daylight. First verify that both parties accepted the immutable rental contract; pickup is technically blocked otherwise. The owner then starts pickup and gives the one-time PIN to the renter who is physically present. The renter enters it only after checking the bicycle and accessories; the booking becomes ACTIVE.

The PIN documents a platform step, not roadworthiness. Never share it before actual handover. Together inspect brakes, tyres, wheels, steering, lights, seat, lock, battery/charger and visible prior damage. Do not ride an apparently unsafe bicycle.

• Follow road rules and use the bicycle only as agreed and for a suitable purpose.
• Wear a suitable helmet and situational protective equipment.
• Secure the bicycle to a fixed object with the agreed lock.
• Do not sublet, alter, race, transport outside agreed limits or ride under alcohol or drugs.
• Stop safely after new noises, brake problems, tyre damage or another safety defect and contact the owner.
• Do not repair or alter the bicycle without prior consent unless proportionate immediate action is indispensable to prevent imminent danger or greater damage and the owner cannot be reached in time.

Before/after photos can be uploaded for each booking. Photograph both sides and detailed prior damage, accessories, keys, lock, battery and mileage in good light. Do not photograph identity documents, unrelated people, private homes or unnecessary personal data.

The renter starts return; the owner checks the bicycle and confirms the PIN, changing status to COMPLETED. If something differs, document it first and record the actual sequence in chat.

Velohood receives no rental payments or deposits, runs no escrow and processes no card, CVV, online-banking or PayPal credentials. Money moves directly between the parties.

• Cash: count together and acknowledge receipt.
• PayPal: external direct payment to a verified recipient; an uploaded receipt and manual confirmation are not guaranteed by Velohood.
• Card on site: the business provider's own system.
• Deposit: agree amount, handover, permitted deductions and return time in writing; Velohood does not hold or refund it.

Redact balances, full account numbers and third-party transactions. Never send passwords, TANs or full card details.

Renters may cancel PENDING or ACCEPTED bookings with a reason; owners may reject pending requests. From the start date, a genuine missed handover may be marked NO_SHOW.

Status alone does not decide fees, refunds or damages. Inform the other side early and keep the record in chat. Velohood currently charges no cancellation fee and makes no automatic refund.

Put safety first. Contact emergency services or police where injury, immediate danger or the incident requires it. Velohood is not an emergency or roadside service.

• Inform the owner promptly and do not admit liability or order repairs for the other party.
• Record place, time, parties, witnesses and visible condition where lawful.
• For theft, contact police, keep the reference number and provide necessary bicycle information.
• Notify relevant insurers under their terms.
• Open a dispute if facts or claims remain unresolved.

Velohood provides no bicycle, liability, comprehensive, theft or payment-default insurance.

A dispute can be opened for active or completed bookings, marking it DISPUTED and retaining it for review. Account deletion may be blocked until closure.

Describe events chronologically, preserve the booking, chat, photos, receipts, estimates and official reference numbers, and redact third-party data. Support can facilitate and manage platform status but cannot issue a binding judgment like a court.

Reviews must concern completed transactions, reflect personal experience, be factual and contain no abuse, threats, discrimination or unnecessary personal data.

Workshop profiles are reviewed before public approval, but this is not a technical guarantee for individual work. The repair contract, performance and payment are directly between workshop and customer.

• Describe the defect, bicycle and urgency accurately and upload only relevant images.
• Check appointment, pickup, estimate, line items, parts, taxes and possible extras before acceptance.
• Material additional work should follow traceable consent.
• Document address, time window, keys and accessories for collection.
• Invoices and status may be documented in Velohood; payment is direct.

Private repair photos, workshop chat, pickup address, serial number and internal customer note are automatically cleaned after the applicable period described in the Privacy Policy.

User or organiser posts, route notes and events are not safety, medical, legal or technical advice from Velohood. Check route, weather, traffic, difficulty, equipment and suitability yourself.

The organiser is responsible for their event information; participants remain responsible for lawful, roadworthy conduct. Do not publish private addresses, live locations, number plates or identifiable people without a lawful basis. Report harassment, threats, hate, dangerous misinformation, spam and illegal content.

Users, listings and community content can be reported. Administrators may review, request corrections, deactivate content, warn, restrict, suspend or ban accounts for serious or repeated violations.

Use the report control on the relevant content and identify its location, reason and facts. For a process-specific issue, open a support ticket or email support@velohood.de. Do not wait for platform support during immediate danger.

Share only what is necessary. Do not post passwords, TANs, complete card data, identity-document copies or health data in chat, and avoid private addresses in public listings.

• Check links and recipients before opening or sending files and receipts.
• Use browser and push permissions only on trusted devices.
• Report phishing, account takeover and unauthorised disclosure immediately.
• Account deletion can be blocked by an active or disputed rental or ongoing workshop job until closure.

Purposes, recipients, periods, automatic deletion and rights are in the Privacy Policy.

• Unsafe bicycle: do not ride; document and notify the owner.
• Breakdown: stop safely and agree next steps.
• Conflict: keep distance, document objectively and contact support.
• Afterwards: preserve evidence and notify insurers or authorities.