Any questions?
General Questions
Yes, depending on which term you choose, the minimum term of your subscription is three, six or 12 months. After this term, the contract is extended by one month in each case if it has not been cancelled. The cancellation period is then 28 days.
No, your My Abo scooter may well show signs of use from previous rentals. However, we put every e-scooter through its paces before we dispatch it. So you can be sure that it is technically flawless and absolutely safe.
No. Scratches are traces of use inherent to the product and tell you what your My Abo scooter has been through. As they do not affect riding safety and comfort in any way, we will not replace the e-scooter.
In addition to your chosen e-scooter model, the Basic subscription includes liability insurance, free annual maintenance, replacement of the vehicle in the event of damage and the Egret mate by tex-lock cable lock worth EUR 139.00 - everything you need to be able to travel comfortably and flexibly.
We also offer a Premium package. This includes all the services of the Basic package, but also contains additional useful accessories for just EUR 10.00 per month: an intelligent air pump and a mobile phone holder with universal clamp that can be used for all mobile phone models.
The total value of these accessories is EUR 137.00.
The best thing to do is to sign up for our newsletter so that you are always among the first to be informed.
Unfortunately, for logistical reasons, it is not possible to hire individual items from the Premium package. However, you can of course purchase any item from our webshop:
Unfortunately, it is not possible to switch between packages within the contract term.
The following payment options are currently available for your subscription: instant bank transfer, credit card, and PayPal.
Unfortunately, it is not possible to pause your My Abo Scooter contract.
Unfortunately not. For insurance reasons, the rental area is limited to the Federal Republic of Germany.
It is therefore not possible to use your rental e-scooter abroad.
The rental period begins the moment the e-scooter is made available to you - i.e. when it is handed over to you or when it is available for you to collect from a dispatch station. We generally assume that the vehicle will arrive four days after we have dispatched it - often earlier.
Questions about ordering process
Before a subscription is taken out, an automated credit check is carried out in the background. If your subscription request is rejected for this reason, please make sure that you have entered your name and contact details correctly. Sometimes even a spelling mistake can cause the system to reject a request.
Unfortunately, we cannot influence the process and are unable to provide you with precise information for reasons of data protection.
If you have any queries, please contact the provider CRIF directly. Even if the subscription doesn't work out, you can still buy one of our e-scooters: https://my-egret.com/de/
The credit check is carried out by the provider CRIF. Unfortunately, we cannot influence the process and are unable to provide you with precise information for data protection reasons. If you have any questions, please contact the provider CRIF directly.
Questions during the contract term
On our website you will find an unboxing video for most models, which shows you how to get your Egret ready to ride in just a few simple steps:
If your model is not included, please take a look at the manual supplied, as you will also find the important information there.
You don't even need a password for your subscription account. You receive a one-time password for each log-in - and it works like this:
Simply enter your e-mail address at login.subscription.my-egret.com and click on ‘Send one-time password’. You will then receive a one-time password by e-mail.
Please note that you must enter the e-mail address that you provided when ordering or that you have stored in your subscription account.
Yes, please keep the box of the e-scooter as well as all other (accessory) parts that you have received.
You will urgently need the box to return the e-scooter after your subscription has ended or in the event of servicing. If you no longer have the box, we will have to charge you EUR 39.00 plus shipping costs for a replacement box.
When the monthly instalments are due depends on when your subscription started and is therefore an individual value. You can view the due dates in your circuly account.
If you are unable to pay an instalment, it is best to contact our service team as soon as possible. You can do this easily via your subscription account.
You can clarify with our colleagues when you will be able to make a payment. We reserve the right to extraordinary cancellation after two unpaid monthly instalments. However, we would very much like to avoid this step.
Please log in to your subscription account and contact our service team using the ‘Report problem’ button on the product. As soon as you have sent your message, a service ticket will be created for you in our system.
You will receive the corresponding notification with your ticket number (RMA number) by email. Our service team will contact you via this ticket and discuss all further steps with you.
Firstly, we hope that you and nobody else has been seriously injured. It is important that you report the accident immediately, but within two days at the latest.
Please log in to your subscription account and contact our service team using the report problem button. As soon as you have sent your message, a service ticket will be created for you in our system and you will receive the corresponding notification with your ticket number (RMA number) by email. Our service team will contact you via this ticket and discuss all further steps with you. It is also necessary for the police to record the accident.
Please send us the documentation of the accident as soon as you have it.
It is important that you report the theft immediately, but within two days at the latest.
Please log in to your subscription account and contact our service team using the ‘Report problem’ button. As soon as you have sent your message, a service ticket will be created for you in our system. You will receive the corresponding notification with your ticket number (RMA number) by email.
Our service team will contact you via this ticket and discuss all further steps with you. It is also necessary for you to report the theft to the police.
Please send us proof of receipt of the report as soon as possible and note that we must charge you a deductible of EUR 85.00 in the event of theft or loss of the e-scooter in accordance with Section 16 (16.3) of the subscription terms and conditions. If the theft or loss is not reported within the specified period or if it turns out that the theft/loss is due to gross negligence on your part, we will charge a flat-rate compensation fee of EUR 900.00.
Please log in to your subscription account and contact our service team using the ‘Report a problem’ button on the Basic/Premium package. As soon as you have sent your message, a service ticket will be created for you in our system and you will receive the corresponding notification with your ticket number (RMA number) by email.
Our service team will contact you via this ticket and discuss all further steps with you.
It is important that you report the theft immediately, but within two days at the latest. Please log in to your circuly account and contact our service team using the report problem button. As soon as you have sent your message, a service ticket will be created for you in our system and you will receive the corresponding notification with your ticket number (RMA number) by email.
Our service team will contact you via this ticket and discuss all further steps with you. It is also necessary for you to report the theft to the police. Please send us proof of receipt of the report as soon as possible.
As long as you secure your Egret e-scooter with the Egret mate by tex-lock cable lock included in the scope of delivery, it is safe. And if it's not a thief, but the weather that won't let you sleep: Our e-scooters are protected with IPX5, the battery even with IPX7.
Questions about the end of the subscription
You can easily cancel your subscription at the end of the contract period in your account.
Unfortunately, it is not possible to cancel your subscription before the end of the minimum contract period. Furthermore, a cancellation period of 28 days to the end of a contract month applies.
When the minimum term of your subscription is reached, you have several options:
- You can simply let your subscription continue and continue to enjoy the full riding comfort of your My Abo scooter. You don't have to do anything, your contract continues to run smoothly.
- After the minimum term, you can cancel the subscription with 28 days' notice if you change your mind. You take over the e-scooter. Simply send us a buyout request so that we can make you a customised offer for your future Egret. This will of course take into account the mileage of the e-scooter as well as the instalments you have paid so far.
- You cancel your subscription in due time and return the e-scooter including all accessories to us. We will send you a label and step-by-step instructions for the return shipment. To summarise briefly: You will receive a returns label from our shipping service provider UPS by email.
You print this out, pack the e-scooter in the original box and then coordinate the collection from your home directly with UPS. You will receive all the necessary information from us by email.
Alternatively, you can also post the e-scooter to a shipping service provider of your choice, but we can neither cover nor reimburse these costs. And if you need a little help with packing, take a look at the corresponding unboxing video to see what goes where:
https://my- egret.com/de/kundenservice/videos/unboxing/
If your subscription ends or you need to return the e-scooter to us for other reasons, you will receive a return label from our shipping service provider UPS by email. You print this out, pack the e-scooter in the original box and then coordinate collection from your home directly with UPS.
You will receive all the necessary information from us by email. Alternatively, you can also post the e-scooter to a shipping service provider of your choice, but we can neither cover nor reimburse these costs. And if you need a little help with packing, take a look at the corresponding unboxing video to see what goes where:
According to our terms and conditions, you are obliged to return the e-scooter - and of course all (accessory) parts that you received at the beginning - to us on the working day following the day on which your subscription ends. This applies regardless of whether you have cancelled your subscription or we have.
In the event of a late return, we reserve the right to charge you the costs in accordance with § 8 paragraph 8.5 of the Subscription Terms and Conditions (late return fee of EUR 20.00). In the event of late or incomplete return of the rental item, we reserve the right to take legal action or to pass on our claims to a debt collection agency.
Don't worry, you don't have to pay for normal signs of use and minor scratches. However, if the damage was caused by improper use, e.g. jumping, overloading the e-scooter or similar, or if you return the vehicle in a condition that does not allow us to put it back on the road, we will have to charge you for this.
Yes, if you have lost accessories or other parts that are part of the original equipment, we will have to charge you the RRP for them.
We are delighted that you have grown fond of your My Abo Scooter - to be honest, we can understand that very well! You can use your subscription account to make a request to buy the e-scooter out of the subscription or at the end of the contract period. We will then send you an offer immediately, which will of course take into account all the instalments you have paid so far.
We are delighted that you have grown fond of your My Abo Scooter - to be honest, we can understand that very well! You can use your subscription account to make a request to buy the e-scooter out of the subscription or at the end of the contract period. We will then send you an offer immediately, which will of course take into account all the instalments you have paid so far.