All important information about the e-scooter subscription from unu (only available in Germany).
1. About the subscription
Subscribe now on our website.
1.1 How does the subscription work?
Our scooter subscription works as follows: As a private person, you can subscribe to the scooter model of your choice for a fixed period of either 36 or 48 months and pay a fixed monthly installment to unu.
The monthly subscription fee includes your e-scooter, one battery, and a charger. Aside from that, it also includes liability insurance for the whole subscription period as well as warranty and theft insurance. With our Service Pack, the Mobility Pack, and our Mobility & Service Pack, you can individually choose your protection.
After your subscription period is over, you have the option to either buy your scooter for a small amount or return it back to our warehouse. If you want to know more about the pricing to buy it, see point 6.3.
1.2 What is the difference between leasing and subscribing?
When leasing a scooter, this usually only covers the vehicle itself but doesn't include additional costs like insurance, registration, or an extended warranty. All these costs can be included in the subscription so that you don't have to think of any of them. It's the easiest way to drive an unu Scooter.
1.3 What is the process when ordering the scooter via subscription?
Step 1: You request a subscription by configuring your scooter with the subscription period, your Care Pack, the kilometers per year, accessories, and fill out your personal information directly here. In this step, you also choose the mileage you want to have.
Step 2: When entering your payment details, you need to make sure that you can authenticate the payment.
Step 3: You must verify your drivers license. Please find a short introduction to how to verify it here.
Step 4: After a successful payment and the verification of your drivers license, you receive a confirmation email. Now you have signed up for the subscription, and the process from your side ends here.
Step 5: You will receive the final order confirmation email. After that, the order is processed, and during the next 10 to 30 days, your scooter will be delivered.
1.4 What maintenance is included in the subscription?
Our Basic Pack includes all warranty costs (parts and labor), for the first two years as a standard. By selecting one of our additional Care Packs, you can include additional services.
1.5 How does the subscription insurance work?
Your unu scooter will be insured via us. We insure all subscription scooters via a third-party liability insurance (Haftpflichtversicherung) to cover damages by you or the scooter towards third parties. Aside from that, partial coverage insurance (Teilkaskoversicherung) with a deductible of €750 per case is included, which covers major damages such as theft, fire, and environmental damages (e.g. storm, hail, lightning strikes, earthquakes, or flooding). By adding the Service Pack or the Mobility + Service Pack, the deductible is reduced to €0.
2. The unu Care Packages
2.1 What is included in the Basic Pack?
The Basic Pack includes a warranty for 24 months, liability insurance (Haftpflichtversicherung), and partial coverage insurance (Teilkaskoversicherung) with a deductible of €750 per case. This covers major damages such as theft, fire, and environmental damages (e.g. storms, hail, lightning strikes, earthquakes, or flooding).
2.2 What is included in the Service Pack?
The Service Pack includes a warranty for 24 months, liability insurance (Haftpflichtversicherung), and partial coverage insurance (Teilkaskoversicherung) with a deductible of €750 per case. This covers major damages such as theft, fire, and environmental damages (e.g. storms, hail, lightning strikes, earthquakes, or flooding).
Additionally, the price for the yearly inspection of your scooter is included, and you get a €300 budget per year for exchanging wear parts and the labor budget.
2.2.1 Does the annual inspection include any replacement parts or just the inspection?
Only the inspection and materials used for the inspection (e.g. brake fluid) are included up to a maximum of €300.
2.2.2 Is the annual inspection included in the €300 budget? Or do I get an annual inspection with the Service Pack plus an additional budget of €300 per year for parts replacement?
Your €300 budget already includes the cost of the annual inspection. If it is determined during the inspection that additional parts need to be replaced in addition to the inspection, the cost of the parts and labor will be deducted from your budget.
2.2.3 Can I carry over my budget from one year to the next? For example, is it €900 total for 3 years or €300 per year?
This is not possible. The budget is not transferable or refundable and cannot be carried over from year to year.
2.2.4 I have a two-year guarantee. Can I use the €300 budget for possible guarantee expenses?
No, you can use the budget for non-warranty damage, for example, if you want to make cosmetic repairs because your scooter has fallen over. Then you can use the €300 budget for parts and labor.
2.2.5 Who pays the repair shop if I have an inspection or repair and stay within the €300 budget?
In this case, you pay in advance and pay the bill at the repair shop. You can then submit the bill to us, and we will reimburse you.
2.3 What is included in the Mobility Pack?
In the Mobility Pack, the warranty is extended to the duration of your subscription period, so for 36 or 48 months. Furthermore, it included liability insurance (Haftpflichtversicherung) and partial coverage insurance (Teilkaskoversicherung) with no deductible. This covers major damages such as theft, fire, and environmental damages (e.g. storms, hail, lightning strikes, earthquakes, or flooding).
This pack also includes the 24/7 Mobility guarantee and hotline. The number for the hotline will be sent to you in a separate email, as this is a special number only for Mobility Pack customers. Additionally, on-site assistance, including towing service in case of an accident or breakdown, is included, also a replacement vehicle.
2.3.1 What is the 24-hour service?
Together with our partner, we support you in case of technical problems with your electric vehicle when you call our 24-hour service (emergency phone) by providing information about the nearest repair shop.
2.3.2 How quickly will my problem be resolved?
If you need a towing service when your scooter stops working, you can call the hotline. They will arrange for your scooter to be picked up, which will take approximately one hour. The hotline support team will send you a live tracking link so you can get updates on the pickup.
2.3.3 Does unu work with an external partner on this, and how is the process?
Yes, we work with a major insurance partner. The process works like this:
- If there is a problem, you call the emergency or 24/7 hotline.
- Our partner will arrange for your vehicle to be picked up. The vast majority of vehicles are picked up within one hour and a maximum of two hours.
- You can track the pick-up of your vehicle through a link you will receive via SMS from our partner.
- You can continue your trip with the replacement vehicle/service.
2.3.4 What is included in the mobility guarantee?
Our partner will inspect your scooter on-site. If the vehicle cannot be made roadworthy again, we will arrange for your vehicle and luggage to be towed to the nearest suitable garage and will cover the costs up to a maximum of €150. If your residence is closer than the nearest suitable repair facility, the vehicle will be towed to your residence. If your destination is closer or within the same distance, the towing can also take place there by agreement.
Our partner will reimburse you up to a maximum of €150 for any towing not arranged by them. In addition, he will reimburse the cost of separate transportation of luggage and cargo up to a maximum of €200 if transportation together with the vehicle is not possible.
If your scooter cannot be made roadworthy within two hours of arrival, either by the mobile breakdown service or in a suitable workshop, our partner will reimburse you for the necessary and incurred costs for your return and onward journey by public transport. These costs are limited to €150 per claim.
2.3.5 When will I receive the replacement vehicle? Immediately after the incident, or is there a lead time?
If your scooter cannot be repaired within two hours of arrival by either the Mobile Roadside Assistance or a suitable repair shop, our partner will cover the necessary and incurred costs for the rental of a replacement e-vehicle for a maximum period of 14 days.
The coverage of these costs, together with the costs after each claim, is limited to €150.
2.3.6 For how many days can I claim the replacement vehicle?
You can claim the replacement vehicle for a maximum of 14 days. However, the costs are limited to €150 per claim.
2.3.7 Will I receive the same vehicle as a replacement vehicle?
You will receive the same model as the scooter model you subscribed to. However, we cannot guarantee that you will receive a scooter in the same color.
2.4 What is included in the Mobility & Service Pack?
In the Mobility & Service Pack, the warranty is extended to the duration of your subscription period, so for 36 or 48 months. Furthermore, it included liability insurance (Haftpflichtversicherung) and partial coverage insurance (Teilkaskoversicherung) with no deductible. This covers major damages such as theft, fire, and environmental damages (e.g. storms, hail, lightning strikes, earthquakes, or flooding).
This pack also includes the 24/7 Mobility guarantee and hotline. The number for the hotline will be sent to you in a separate email, as this is a special number only for Mobility Pack customers. Additionally, on-site assistance, including towing service in case of an accident or breakdown, is included, also a replacement vehicle.
Additionally, the price for the yearly inspection of your scooter is included, and you get a 300€ budget per year for exchanging wear parts and the labor budget.
2.4 Can I add one of the Care Packages to my existing unu Scooter-Subscription?
No, if you are already subscribed to unu, you cannot add any of the Care Packages after having subscribed. Only new subscriptions can have the additional packages.
3. Conditions for the subscription
3.1 What requirements must I meet to be able to conclude an abo?
You need to be based in Germany, be at least 18 years of age, and have a valid driving license. Additionally, you must have sufficient funds to pay the monthly subscription amounts and the signup fee.
3.2 How does the driving license verification work?
The drivers license verification is very easy and done in a few minutes: Have your license ready and sign in with the email address you used to purchase the subscription. You can then scan the QR Code with your mobile phone so that the verification window opens automatically in your browser. First, take a picture of your driver's license and, afterward, a selfie. The verification is done in real-time. We will also guide you through the process via mail.
3.3 Are there mileage restrictions or usage limits?
Contracts that start after 01.07.2023 have a standard of 2,000 km per year included. When configuring your subscription, you can also choose 4,000 or 6,000 km per year for a higher monthly fee. You cannot change the mileage you choose after starting your subscription. However, if you drive more than the amount of kilometers you purchased, you pay €0,10 for every kilometer.
Contracts that started before 01.07.2023 have unlimited mileage.
3.4 What if I get a subscription for 36 months and 2,000 km per year and drive 2,500 km in the first year?
We will check the mileage of your scooter once your subscription period ends. For example: If you have a subscription for 36 months and 2,000 km a year, you are allowed to drive 6,000 km in total with your scooter.
When you drive more than that, we will charge €0,10 for every driven kilometer.
3.5 What are the rates for driving more kilometers, as stated in my contract?
If you have a 36-month subscription with 2,000 km per year, you are allowed to drive 6,000 km in total. For every kilometer you drive more during your subscription, we will charge €0,10.
3.6 In which countries is the subscription offered?
Our subscription is currently only offered in Germany.
3.7 What is the service area of unu?
Our service area can be found in the Help Center on our website. If you scroll down the page, you find the garage locator, which shows you the closest garage to your residency.
3.8 Do you also offer the subscription model to businesses and/or companies?
Yes, that is possible. However, you are not allowed to use our subscription scooters for commercial purposes (e.g. delivery and courier services) without a prior agreement with us. If you would like to use our subscription scooters for commercial purposes, please contact us via mail at b2b@unumotors.com to get it approved.
3.9 Is it possible to have more than one subscription?
Yes, that is possible, but each scooter will have its own subscription contract. However, please keep in mind that you are not allowed to use our subscription scooters for commercial purposes (e.g. delivery and courier services) without prior agreement with us.
3.10 Can I share the e-scooter subscription with family members or friends?
The scooter can be driven by authorized drivers who are 18 years and older and have a driving license. Please inform us about such authorized drivers, and we are allowed to request to see their driving license and/or ID card before approval.
3.11 Can I update my unu Scooter Move to a new unu Scooter Pro before the end of my subscription period?
No, changing the scooter model you subscribed to is not possible.
4. Rental period, purchase & delivery
4.1 How does the shipping of the scooter and the battery work?
Whether you choose the subscription or the direct purchase of the scooter and the battery, we send them together in one package. The one-time delivery fee is €149. The delivery fee will be charged upfront via your chosen payment plan.
Our subscription scooters can be only delivered to an address in mainland Germany (Islands are excluded, e.g. Sylt and Fehmarn).
4.2 How long is the duration of the subscription, and can I extend or cancel it?
You have the option to get the subscription for either 36 or 48 months. Before your order is shipped, you can cancel the order at any time, free of charge. In that case, please send an email to support@unumotors.com.
After having received the scooter, you can cancel it in the first 14 days after delivery against a return fee of €149. Afterward, you are not able to cancel your subscription before it officially terminates by contract, only in exceptional circumstances.
If you would like to extend your 36-month subscription for another year, please contact us at the end of your subscription period.
4.3 Which accessories can be added to my subscription?
Together with the scooter, you can also add a second battery and charger, helmet, raincover, and legwarmer to your subscription. The period for subscribing to the accessories is the same as for your scooter (36 or 48 months). It is not possible to cancel the subscription for the accessories separately before the scooter subscription contract ends.
But you can of course buy the accessories also individually from our webshop or in our store.
4.4 Which payment options do I have for the subscription?
We are offering you to pay your monthly subscription fee via Creditcard or Paypal (inclusive of the direct debit/ Lastschrift option).
4.5 What happens if the continued payment of remuneration is interrupted or if I need to change my card details?
We will contact you via email to update your payment details and pay the outstanding amount(s). If you do not cooperate, we will forward the open debt to a financing partner to receive it from you and are entitled to cancel the contract with you and get the scooter back against a penalty fee.
4.6 When does the rental period of the subscription start?
The rental period begins on the day of delivery of the unu scooter and battery.
4.7 How does the monthly payment work?
We will deduct the monthly fee from your account the day the scooter is delivered to you and will deduct the monthly fee always on the same day of the month. If your scooter was, for example, delivered on the 10th, we will charge you that day and will also deduct the fee in the following months on the tenth.
The signup fee of €149 will be deducted from your account upon signing up for the subscription.
4.8 What delivery options do I have, and what is the average time for an unu to be delivered?
The scooter will be delivered to your delivery address by our logistic partner Rhenus. The delivery time is usually between 10 to 30 days.
4.9 Do you deliver for free, or what are the fees?
The delivery fee is included in the signup fee of currently €149.
4.10 How does the delivery work? Do I need to assemble anything?
You only need to assemble the mirrors. This takes only 1-2 minutes, as shown in this video. The license plate is already mounted to the scooter.
4.11 Why are you delivering the scooter with the big license plate?
The license plate we are using for the subscription scooter is a bit bigger than the usual one. The main reason why we chose this license plate is that there is no need to exchange it every year. The size of the plate is 220 x 200 mm.
4.12 When will I receive my first invoice?
You will receive the first invoice after paying for the delivery fee. The second invoice, the one for the first billing of your monthly subscription, will be sent to you after the scooter has been delivered to you. Since the invoice needs to show the delivery date, it may take a few days for the system to update. If you have any questions, don't hesitate to get in touch with us via phone at +49 30 220121299 (Mon - Fri: 9 am – 5 pm), chat with us, or write an email to support@unumotors.com. Additionally, you will receive a monthly invoice for the payment of your subscription via email.
4.13 Is the license plate included in the price of the subscription?
Yes, we take care of the license plate registration as well as of the insurance.
4.14 Is my unu scooter insured? What is all covered in the insurance?
Your scooter will be insured via us. We insure all scooters via third-party liability insurance (Haftpflichtversicherung) to cover damages by you or the scooter towards third parties, as well as partial coverage insurance (Teilkaskoversicherung) with a deductible of €750 per case that covers major damages such as theft, fire, and environmental damages (e.g. storm, hail, lightning strikes, earthquakes or flooding). Additionally, two years of warranty for the scooter and its parts, the battery, and charger are included.
With the unu Mobility Pack and the Mobility & Service Pack, you can reduce the deductible to €0 and extend the warranty to the duration of your subscription period (36 or 48 months).
4.15 Does unu handle the yearly inspection for me?
The costs for the yearly inspection are not included in our Basic Pack. By adding the Service Pack or the Mobility & Service Pack to your subscription, we also take care of these costs. For the inspection, you need to bring your scooter to one of our partner garages. You can find the locations of the garages here.
4.16 With which company are the scooters insured?
The company providing our insurance is Helvetia Versicherung.
4.17 Can I cancel the order of my new unu scooter, if necessary?
Yes, you can cancel the order at any time before it is shipped free of charge and up to 14 days after delivery against a return fee of €149. For cancellations, please reach out to the support.
14 days after delivery, you are not able to cancel your subscription anymore before it officially terminates by contract, only in exceptional circumstances.
4.18 What happens if the scooter gets damaged?
Vandalism is not covered by insurance or by warranty. If you have booked the Service Pack or the Mobility & Service Pack, you can use your €300 budget to replace the parts.
5. During Subscription
5.1 What happens if I have an accident with my scooter or it is damaged? How do I report a claim for my scooter?
If you have an accident with your scooter, please follow the steps below:
- Provide first aid if other people are involved in the accident and call emergency services if necessary.
- Secure the accident site
- Call the police if there is damage to property if a person is injured. Make sure that the position of the vehicles involved is not changed
- Take data and document the accident:
- Name and address of the people involved, and license plate numbers of the vehicles involved
- If vehicles were involved: Note the insurance company and number of the insurance policy. If the data is not known, the free emergency call of the car insurers NOTFON D at 0800 6683663 will help.
- Place and time of the accident
- Name and address of accident witnesses
- If possible, take photographs of the accident site from different angles
- Prepare an accident report and have it signed by all parties involved in the accident and make a sketch of the accident.
- Report the damage to us immediately using the support form and send us your accident report with the exact details of the accident as well as the police report.
5.2 What happens if I get involved in 3rd party liability accent?
If you have an accident with your scooter, please follow the steps below:
- Provide first aid if other people are involved in the accident and call emergency services if necessary
- Secure the accident site
- Call the police if there is damage to property, or a person is injured. Make sure that the position of the vehicles involved is not changed
- Take data and document the accident:
- Name and address of the people involved and license plate numbers of the vehicles involved
- If vehicles were involved: Note the insurance company and number of the insurance policy. If the data is not known, the free emergency call of the car insurers NOTFON D at 0800 6683663 will help.
- Place and time of the accident
- Name and address of accident witnesses
- If possible, take photographs of the accident site from different angles
- Prepare an accident report and have it signed by all parties involved in the accident and make a sketch of the accident.
- Report the damage to us immediately using the support form and send us your accident report with the exact details of the accident as well as the police report.
5.3 How can I contact customer support or roadside assistance in case of issues?
Please contact us via the support form or chat.
In case you have booked the additional Mobility Pack, you receive the special telephone number for onsite assistance in a separate email.
5.4 What happens if my scooter gets stolen?
Please inform the local police about the theft and also report it to our service team via the support form. The police report must show exact details about the time and place of the theft.
Please send our service team the confirmation of the police report you filed after the theft as well as your subscription contract and vehicle documents.
There is a waiting period of 14 days. If your scooter is not recovered after 14 days, we will arrange for a replacement vehicle to be provided. This requires a maximum lead time of 14 days. During this time, your monthly subscription fee will be refunded.
5.5 What happens if a part of my scooter gets stolen?
Please report the stolen part to us via our email address support@unumotors.com as well as to your local police. We will then claim it from the insurance. In our Basic Pack and the Mobility Pack, you have a maximum deductible of €750 per theft case.
If you have selected the unu Service Pack or the Mobility & Service Pack, the deducible is reduced to €0.
5.6 Can I terminate my subscription prematurely?
No, the subscription period is fixed and cannot be terminated prematurely by you. There are only a few exceptional cases in which the contract can be terminated earlier, such as a) you move your residence outside of Germany, b) the scooter is stolen or totally damaged, and the loss is covered by the insurance, c) in case of the decease of the contract holder. If any of this is the case, please get in touch with our customer service.
5.7 What if I move to a different city in Germany during my subscription period?
As long as you move within Germany, the contract will continue and you will have to inform us of your new registration address. Please inform us about your change of address via our support email.
5.8 What if I move out of Germany during my subscription period?
This is an exceptional case that allows a termination of the contract as the scooter cannot be driven outside of Germany. Once the scooter is back in our warehouse and we have received confirmation of your change of residency, we will stop the contract. The return transport costs will be charged to you (€149).
5.9 My scooter is longer in repair. Can I pause my monthly payment?
No, but in the case the repair is taking more than 30 days, we can refund you the monthly fee. Please get in touch with our service team (support@unumotors.com) if that is the case.
5.10 What happens in case of a long repair time?
In case the repairs are taking more than 30 days, we can refund you the monthly fee. We count the repair time from the moment the issue was reported to us, via the support form, until the moment the scooter is repaired and ready for pick up at the garage.
5.11 Can I pause my subscription? If yes, for how long?
No, pausing your subscription is not possible.
5.12 The subscription price changed in June. Does this or future price changes also affect running subscriptions?
No, the price is determined at the beginning of your contract. We are free to change prices for future subscription contracts but not for existing contracts.
5.13 Can I customize or personalize the scooter I subscribed to?
No, as the scooter does not belong to you unless you buy it at the end of the contract.
6. End of subscription
6.1 What happens at the end of the subscription contract period?
You have the option to either buy the scooter at a fixed price or return it. When returning it, the scooter will be sent back to unu for a delivery fee of €149 as well as costs for damages, which are not due to normal wear and tear.
6.2 How can I return my scooter once the subscription period ends?
Our carrier partner will call you and make an appointment to return the e-scooter. The return fee is €149.
6.3 What are the fixed prices for buying the scooter after the end of the subscription?
The prices for buying the scooter at the end of the subscription period are the following:
36 Months subscription: You pay 23% of the list price
48 Months subscription: You pay 19% of the list price.
The list prices are the ones that were valid at the time you started the subscription.