1. What do I do If my card is Rejected?
Before you take your first ride with us you have to enter a valid debit or credit card.
Sometimes when you add money to your wallet, pay for a pass, or pay for your ride at the end, you might get an error message.
The first thing to do is to check you’ve got enough money in your account!
The next thing to do is to check with your bank.
If you’ve you got another card with a different bank - it might be worth trying that one.
If you’ve tried too many times with the same card in a 24 hour period, and have been rejected each time, then hold fire for 24 hours as our computer wizardry will have blocked your card temporarily with us to stop people doing bad stuff.
2. E-scooters are classified by the Department for Transport as motor vehicles. So where and how can I use an e-scooter?
You can use e-scooters where you are allowed to use other motor vehicles - though please stay away from roads with speed limits above 40mph, and even better to stick to 20mph and 30mph roads
Different local authorities have different classifications for segregated bike lanes and shared pavements – only use those if you know e-scooters are allowed; otherwise, please stay on the roads
for absolute clarity for our users in Tees Valley, please do not use cycle tracks/shared use spaces
You can get points on your licence for the misuse of an e-scooter, including enabling an underage driver
Drink driving rules apply to e-scooters; please do not drink and ride.
3. What is Ginger's pricing?
Check the app in your local area to see the pricing where you are
4. Do I need my licence on me to ride?
Just on the first time you ride, the app will ask you to photograph your full or provisional licence and take a selfie to verify it is your licence.
5. i’m having trouble verifying my licence. what should i do?
Not to worry - please send a photo of your face and of your licence to info@ginger.town, and we will verify you.
6. Who can ride a Ginger e-scooter?
You must be 18 (16 in Great Yarmouth) or over and have a provisional or full driving licence to ride with us.
7. I can't end my ride: what should I do?
Not to worry. Open the app, click the '+' button at the top left of your screen and follow the steps to send us a message so we can help.
8. how can i learn how to scoot safely?
We’re glad you asked! Take our course and get Ginger Trained! There are free rides in it for you…
9. What should I do if there is an accident?
a) As soon as reasonably possible after any accident you should call our Insurance company (Zego)
Notification of new claims : 0204 579 9859 / newclaims@zego-claims.com
Enquiries : 0204 579 9859 / inbox@zego-claims.com
Enquiries for claims registered before 1st September 2023 : 0330 016 5772 / zegoclaims@carpenters.co.uk
b) They will ask a number of questions about the accident, such as when, where, and how it happened, and whether any third parties were involved.
c) Don’t admit any fault or make any offers or promises to any third party that was involved without speaking to us or the Insurance company first. We know this sounds mean, but that’s what the insurers have asked us to say.
d) If any third parties are involved, then you should NOT RIDE AWAY. You should stop if any property has been damaged or if anyone is injured and provide your name and address and insurance details to anyone who needs it.
e) The insurance details you need are simply that you’re riding a Ginger scooter, the insurance company is Zego and that their telephone number is 0204 579 9859
f) Similarly, you should ask any other third party who is involved for their name, address, and insurance details.
10. WHAT DO I DO IF MY E-SCOOTER STOPS WORKING CORRECTLY?
If the scooter has been damaged and feels unsafe to ride, stop riding immediately and walk the scooter to the nearest parking area, indicated by a BLUE circle with a giant ‘P’ on the map. Please then let us know via the app. It’s easy to do. Just click SUPPORT, ‘+’, and send us a ticket. Let us take it from there.
11. HOW DO I PARK MY GINGER E-SCOOTER?
You can see on the map a number of parking areas where you can leave your scooter safely when you have finished riding. These are the BLUE circles with the giant ‘P’ inside them. Park up in one of these areas. Push your scooter's kickstand out to keep it from toppling. Then click END RIDE. And you’re done!
12. I can’t scan the qr code: what should i do?
Please enter the six digit E code in the app to start riding. OR you can open the in-app map, find the scooter icon that’s nearest to you, tap it and click ‘RIDE’. Have fun!
13. WHAT IS THE MAXIMUM SPEED OF A GINGER E-SCOOTER?
Firstly – only go the speed you’re comfortable with – and a speed that is appropriate for where you are.
The national speed limit for an e-scooter is 15.5mph. We’ve taken that speed down a bit to 12mph, as we’re all learning how to ride scooters.
There are parts of your area where any speed is a bad thing – we call them No Go Zones and they’re marked on the map.
In those areas, your scooter will automatically slow to 0mph.
14. What’s a No Go Zone?
There are some parts of the operational area where it’s really not a good idea to be riding a scooter. For instance, a pedestrianised area.
In those areas, an alarm will sound on your scooter when you enter it – and the scooter will slow down to 0mph.
This will adjust once you’re out of the area and go back to normal.
You can see where these areas are on the map. They’re marked in red.
If you ride out of the operational area, the same thing will happen. Simply turn around and head back in and you’ll be off again.
15. my scooter battery is only half full - is that enough?
Trust us, that’s plenty. Get riding!
16. Are there any times I can't ride?
You can ride with us 24/7 in most of our areas. In a few places, new journeys can't start after 10pm or 11pm — but we'll be back the next morning!
17. How many riders are allowed on a scooter?
One at a time, please!
18. Is there a weight limit for the scooter?
Yes, 100 kg.
19. I’ve accidentally deactivated my account. what do i do?
What a horrible mistake. Fear not - email us at info@ginger.town, and we will reactivate you.
20. Can i reserve a scooter?
Yes! In the app, just click on the scooter that you want to reserve and click Reserve. This will reserve it for 20 minutes (and there’s a neat countdown clock that shows you how long you’ve got left before the reservation expires.) When you want to ride the scooter, just click on Ride. We do have to charge you for reserving - and it’s at the normal ride rate.
21. What’s Pre-Authorisation?
At the start of your ride, we may put a small temporary hold (sometimes called a ‘pre-authorisation hold’) on your bank account to make sure you have enough money to pay for it.
The hold amount will be around £2. Once your ride ends, the temporary hold is then balanced out, depending on the cost of your ride:
If your ride costs more than the hold amount, we’ll charge the remaining cost of your ride from your payment method or Ginger wallet balance.
If your ride costs less than the hold amount, we’ll refund the difference to your bank account or payment method.
If your ride costs the same - then we won’t take any additional money from your bank account.
If you used a pass that covered the full ride cost, we’ll refund the entire hold amount.
When will I get the money back?
As the hold charge is normally the same or less than your ride charge, you should normally see no difference to your bank balance.
Otherwise it should be returned instantly - and certainly no later than 3-5 working days. If it takes longer than this then the best bet is to get in contact with your bank who should be able to sort it out. If they can’t - get in touch and we’ll help out.
What happens if I don’t have enough money in my bank account to cover the pre-authorisation amount?
Try using a different card because I’m afraid our systems won’t allow you to start the ride unless we can reserve the minimum ride charge.
Why do you do pre-authorisation when I’ve bought a ride pass ?
All passes available with Ginger have a limit on how many times then can be used - or for how long you can ride for with them. After that time, normal charges apply.
So we use pre-authorisation to check that if you go over the included amount, you’ve got enough money in your account to cover the difference.
If you don’t go over, we return the full amount of money
22. How do I delete my account?
Simply click here and fill out the form and we’ll get deleting
23. How do I CONTACT YOU?
By email for the quickest response: info@ginger.town
Or to our registered office:
Ginger Town Ltd
Hartlepower Energy Hub
81 Stranton
Hartlepool
England
TS24 7QT
