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Frequently Asked Questions

Yulu is super simple to use, but just in case you still have some questions :)

FAQs

Yulu is a ‘Made in India’ Dockless and Smart Bike Sharing service with a mission to solve short distance commute problem in cities. Yulu uses a unique bike which is fitted with a smart lock system custom designed for Indian roads. Each bike is integrated with a smartphone app which gives you, as a rider, better access and convenience to take a ride right when you need it. With a hope of reducing traffic congestion and creating a healthier environment, we, at Yulu, are striving to provide safe, affordable and eco-friendly mode of transportation to Indian citizens.

To start using Yulu, simply download the Yulu app on Playstore for android devices or Appstore for iOS devices.

In case you have any issues with our service and you contact Yulu Support, then Yulu will use your email to update you on the status of your issue.

Please make sure that your phone is enabled to receive OTP via SMS (Native Phone Message). If you are having trouble in receiving the OTP via SMS, click “Resend OTP” on the Yulu app OTP verification page.

Yulu service is available only within a limited area (called, Operational Zones) which is marked in blue on the Yulu app. Yulu Zones Yulu are points within the Operational Zones where it is safe to drop a bike and end a ride. An active ride will not end outside a Yulu Zone.


Only bikes under Yulu KEEP and Pause can be taken outside the Operational Zones but must be dropped off at a Yulu Zone only.


Riders dropping bikes outside the Yulu Zones will be penalized up to Rs 1000.

You can locate the nearest Yulu bike by using the Yulu app which displays all the bikes around you. If you are unable to locate a bike, try refreshing the screen by clicking Yulu next to the UNLOCK button or look out for a Yulu Zone around you. If there are no Yulu zones in your area, request one here . We are continuously expanding!

If you are unable to unlock the bike by scanning the QR code, try entering the Bike Number below the QR code section. If the lock still does not open, then please close the app and try to scan the QR code again. If you repeatedly cannot unlock the bike, please follow the advice below:


• If your phone’s Bluetooth is on, please turn it off and turn it on again.

• If the bicycle is kept in dark and your phone cannot scan the QR code, please use the torch icon to turn on the phone light. This will help the camera to read the QR code properly.

• If the app prompts you with “Enable Bluetooth”, please allow Yulu app to use your Bluetooth to open the lock.

• After successful scanning of the QR code, if you hear a buzz sound from the lock and the lock did not open, then please wiggle the lock and the back wheel. The bike will beep and then try to scan the QR code again.

• If the app is not showing the bike on map screen, then this bike might be temporarily unusable. Please wait for our maintenance team to intervene. Your safety is Yulu’s first priority.

• If you tried all of the above and still can’t unlock the bike, please help Yulu by creating a ticket using Yulu Support Yulu on your app.

Yulu has designated Yulu Zones Yulu displayed in black on the app and Yulu allows you to park a bike at a Yulu Zone only. You cannot end a ride if you are not at a Yulu Zone. For convenience, please check if there is a Yulu Zone close to your destination before you start your trip.

Tip: Please check on the app before you drop a bike at a Yulu Zone. Sometimes several users out of ignorance drop bikes at certain spots which might look like a Yulu Zone due to multiple bikes being accumulated there – whereas it might actually not be a Yulu Zone.

Check for the nearest Yulu Zone Yulu on the app. Park your bike at the Yulu Zone and manually lock the bike. Click on the End Button in your app to successfully end your ride.

Yes, you can start a ride using a bike not parked at a Yulu Zone. Dropping bikes outside a Yulu Zone is prohibited and users found doing so will be penalized. In the future, Yulu will reward the users using Karma points who will use such bikes and drop them at Yulu Zones.

Your safety comes first. Please drop the faulty bike at a nearby safe place and inform us by sending a message from the Yulu app. Also, please upload a picture of the fault.

Your ride ends immediately after you manually lock the bike and click the End Ride button on you app. You will be shown your ride summary along with the cost. In the event your mobile data service is down, you will receive the ride summary once your phone service is available again.

To top-up your wallet, click on the Main Menu (Hamburger Menu) in the app and click 'My Wallet'. On the ‘My Wallet’ screen click on the Wallet Balance card. You can enter the Top-Up amount and pay via Paytm or other payment methods.

Security Deposit of Rs. 100 is collected to ensure a user takes complete responsibility of the bike while using it. Security Deposit is refundable.

Security deposit is refundable. You can request a refund of Security Deposit using the app. On the My Wallet screen, click on the Wallet Balance card to open Top-Up screen. On the Top-Up screen, click on 'Refund' to initiate the refund process. It takes 7-14 working days for the refund process.

Wallet money is non-refundable but don’t worry, your wallet money is yours and will never expire. You can use it anytime.

In this scenario, your ongoing ride will not get affected. However, you will not be able to start a new ride and will not have your deposit refunded until you have topped up your wallet to pay the negative balance.

Effective from Thursday 14 June 2018

A single trip costs
- Rs 10 for the first 30 minutes
- Rs 5 for every subsequent 30 minutes

Pause charges: Same as trip cost with no charges between 6 pm to 9 am
Billing starts once the bike has been unlocked. The timer resets for every new ride.

YULU 60: Rs 300 - 60 rides of 30 minutes each (Validity 30 Days)
YULU 30: Rs 200 - 30 rides of 30 minutes each (Validity 30 Days)

Non-compliance of our policies will lead to a penalty of Rs. 1000. We urge you to drop off your bike at a Yulu Zone to ensure it’s safe and always available for the next user. In case you are penalized incorrectly, please raise a customer support ticket for resolution.

You can now make multiple stops within one ride! Simply hit Pause on the app, finish your work and resume riding again. It is beneficial for round trips and running errands. The charges for the Pause duration will remain the same as that for a ride with no Pause charges between 6 pm to 9 am.

Yulu KEEP allows you to keep a bike between 6pm and 9am next morning with no Pause charges. During this time, the user is responsible for the safety of the bike. KEEP is released by dropping the bike back at a Yulu Zone.

If the above rules of KEEP are not followed and the bike is not dropped at a Yulu Zone, a penalty of up to Rs. 1,000 will apply because the bike is assumed to be at risk.

The charges for the Pause duration will remain the same as that for a ride with no Pause charges between 6 pm to 9 am. Under Pause, the bike is reserved for you and nobody else will be allowed to use it.

Yes. You must, however, drop the bike at a Yulu Zone to end the trip. Under KEEP, drop your bike at a Yulu Zone by 9 am the next morning to end your ride.

If you see a faulty Yulu Bike (flat tire, broken breaks, broken pedal or otherwise), please click on the Yulu in the Yulu app and report the problem in the Report Misuse section. Yulu will fix the bike as soon as possible. User safety is Yulu’s highest priority.

If you see any illegal or poorly parked Yulu bike, please send us a feedback and you will be rewarded with Yulu Credits (Yulu Karma Points). To report, click the Yulu in the Yulu app, and provide the bike number.

If you encounter any issue, kindly report it on the app by tapping the Yulu and provide details about your issue. You can also report an issue directly by sending an email to support@yulu.bike

We are looking for talented, passionate and hardworking individuals to join us! If you share the same passion and values, we welcome you to join our growing team. If you are interested, please send your resume to career@yulu.bike.