Frequently Asked Questions

Are the scooters in good condition?
Each "U Krooze" rental station and its vehicles are carefully maintained to ensure they are clean, fully charged, and safe for use. Our technicians are readily available to address any mechanical issues or replace a unit in the event a customer experiences difficulty.

Is this mobility scooter rental the same as a medical scooter or ECV rental, and where can I use it?
Yes, the terms "mobility scooter," "medical scooter," and "ECV" all refer to single-rider, 3-wheel or 4-wheel electric conveyance vehicles designed for individuals with mobility needs. These vehicles are classified as Class 2 Medical Devices under the ADA (Americans with Disabilities Act), which mandates accessibility requirements for businesses. As such, these scooters do not require special licensing and can be used in most public venues, including sidewalks, malls, shopping centers, stores, museums, theme parks, fairs, concerts, and movie theaters, subject to the manufacturer's approved riding conditions. Unlike golf carts, these scooters are legally allowed to be operated in such spaces.

How do I pay for the equipment rental?
U Krooze accepts all major credit cards, including Visa, MasterCard, American Express, and Discover. Simply download the U Krooze app, create an account, scan your scooter, and begin your ride.

I am heavier than average. Will the equipment be suitable for my needs?
Yes, U Krooze vehicles are designed to accommodate riders up to 350 lbs in weight.

Who do I contact if my equipment breaks down?
If you encounter an issue with your vehicle, please contact U Krooze customer support at our toll-free number: (888)735-3040.

I was charged incorrectly.
If you believe you have been charged incorrectly, please create a support ticket via the U Krooze app. Alternatively, you can email support@UKrooze.com or call (888)735-3040.

I cannot start or end my ride.
If you are having trouble ending your ride, it could be due to one of the following reasons:

• Bluetooth connection error with the U Krooze scooter

• Loss of connectivity to the U Krooze app

• Attempting to end your ride outside the designated vehicle return station

• Network or GPS issues

Troubleshooting steps:

• Ensure you are at the designated return station

• Toggle your Wi-Fi off and back on

• Move the vehicle a few feet to resolve any connectivity issues

If you are still unable to end your ride, please contact our support team via the "Support" button in the app.

I found a bug in the app.
If you encounter an issue with the U Krooze app, we recommend the following troubleshooting steps:

• Ensure the app is up to date

• Close and reopen the app

• Ensure your Bluetooth is enabled and Wi-Fi is turned off

If the problem persists, please provide the following information to our support team:

• Location of the issue

• Description of the bug and its impact

• Screenshot of the issue

You can submit this information by selecting "Support" in the app or emailing support@UKrooze.com .

Vehicle Issues
If you encounter a safety issue with your vehicle, please cease use immediately, pause your trip, and follow these steps:

1. Tap the "+" icon on the map to submit a support request, detailing the issue and the location where you stopped riding the vehicle.

2. Return the vehicle safely to the property from which you rented it using one of the options below:

Option A (Preferred):

• Request an Uber, Lyft, or Taxi to return the vehicle to the rental property.

• If necessary, assist the driver in placing the vehicle in the trunk and unloading it at the property.

• Once at the property, ensure the scooter is placed in the charging station, then end your ride.

• Email support@UKrooze.com with your ride details and Uber/Lyft receipt. U Krooze will reimburse you for the ride, including the tip.

Option B:

• Park the vehicle safely on the sidewalk, ensuring it does not obstruct pedestrian traffic.

• Secure the vehicle as best as you can.

• Pause the ride in the app and take photos of the vehicle’s location.

• Email support@UKrooze.com with ride details, photos, and the vehicle’s location.

Our team will retrieve and repair the vehicle.

Why can’t I end my ride?
ALL U KROOZE RIDES MUST BE ENDED BY RETURNING THE VEHICLE TO THE PROPERTY WHERE IT WAS RENTED. Riders are responsible for returning the vehicle to the designated rental station to complete their trip.

If you are unable to end your ride at the rental station due to connectivity issues, please follow these steps:

1. Tap the GPS icon to refresh your location

2. Close and relaunch the app

3. Ensure you have a stable mobile network connection

4. Wait a few seconds, then attempt to end your ride again

If you still experience issues, pause your ride, take a photo of the vehicle parked at the station, and contact support via the app or email support@UKrooze.com. We will assist in ending your ride remotely.

Important Reminder:
Riders are responsible for returning the vehicle to the rental station within 24 hours to avoid additional charges. Refer to our rental agreement for details on late fees and replacement costs. Riders must use the cable lock to secure the vehicle at the charging station when finished.

For immediate assistance, please call support at (888)735-3040. The support number is also listed on the scooter.