Q: Beginner mode

<p>When you start your first pony ride, <strong>the beginner mode is automatically activated</strong>. This restricts your vehicle to a maximum speed of 15 km/h, allowing you to learn how to control your pony in complete safety !</p> <p><img src="https://storage.crisp.chat/users/helpdesk/website/738188864f93840/capture-decran-2023-02-23-a-11_1wkk79f.png" alt="" /></p> <h6 id="alreadyanexpert">Already an expert?</h6> <p>You can deactivate beginner mode by pressing the pink button.</p> <h6 id="needtokeepbeginnermodeonforfuturejourneys">Need to keep beginner mode on for future journeys?</h6> <p>You can reactivate beginner mode at the start of your ride by pressing the button at the bottom of this screen: <img src="https://storage.crisp.chat/users/helpdesk/website/738188864f93840/capture-decran-2023-02-23-a-11_v556qq.png" alt="" /></p> <h6 id="howcanicheckthatbeginnermodeisactivated">How can I check that beginner mode is activated?</h6> <p>If your beginner mode is activated, this will be indicated at the top of your screen when you are on your ride <img src="https://storage.crisp.chat/users/helpdesk/website/738188864f93840/capture-decran-2023-02-23-a-11_1o2zczk.png" alt="" /></p>

Question 1

How do I delete my account?

Accepted Answer

To delete your pony account, simply contact our teams.

Open the side menu and click on the "help" tab, then enter your request! Our team will delete your account as soon as possible.

Question 2

Our parking policy

Accepted Answer

In order to ensure a balanced sharing of urban space, pony imposes parking rules on its users. These rules consist of general principles as well as city-specific rules.

💡 Click on the name of your city to read directly relevant information:

Paris
Bordeaux
Angers
Bourges
Evry-Courcouronnes
Lorient
Hérouville
Ouistreham
Olivet
Poitiers
Beauvais
Pays-Basque
Brussels
Liège
Namur
Charleroi

🇫🇷 In France

Paris

Trips must end in the proximity of one of the parking areas authorized by Pony. These are symbolised by a **pink "P"** on the map.

In principle, there are two types of authorized parking areas in Paris:

- **Dedicated areas painted on the ground** by the city
- Traditional **bicycle racks**

Bordeaux

Trips must end in the proximity of one of the parking areas authorized by Pony. These are symbolised by a **pink "P"** on the map.

In practice, there are two types of authorised parking space in Bordeaux:


- **Dedicated spaces painted on the ground** by the town
- Traditional **bicycle racks**

Angers

Trips must end in the proximity of one of the parking areas authorized by Pony. These are symbolised by a pink "P"

Question 3

Why do I have to pay before my ride?

Accepted Answer

Before starting a ride on pony, the application asks you to complete a transaction in order to take a banking imprint.

What is the purpose of this imprint? The imprint is taken at the start of your ride to ensure that your card has sufficient funds to pay for the ride.

Why do I have to do this transaction if I have a pass? An imprint must be taken even if you have an active pass or a membership. This will allow you to pay if your usage exceeds the limits of your pass. No money will be deducted if the membership conditions are respected!

** Why do I need to do this transaction if I have credit left?** Your remaining credit may not be enough to cover the cost of your journey. This is why a bank imprint is taken, and the difference between the price of the ride and the remaining credit will be charged to your bank account. If there is enough credit to cover the cost of the ride, your account will not be debited. If your ride cost more than the amount held back, we will debit the remainder from your payment method. If payment fails, the amount will be deducted from your pony credit.

Question 4

I can't end my ride

Accepted Answer

If you are unable to stop your ride, remember to check the following points:

Check that you are not in a no-parking zone (red or black zone). Check the map on the app and head for a zone where parking is allowed if necessary.
If this applies in your town, check that you are in a dedicated parking space (pink P on the application map).
If you are unsure about the zone you are in, you can tap on the zone directly on the map and the application will give you more details about your zone.

💡 To check whether dedicated zones must be respected in your city, you can read this article

If you are in a zone where you can park but you still can't stop your ride:

Check your connection (mobile data or Wifi). If necessary, you can also deactivate and then reactivate it.
Move closer to the vehicle. If you have moved away from the vehicle, your location may be incorrect.
Restart your app.

And if, after trying all this, you still can't manage to end the ride, don't hesitate to contact our customer service team via chat or by phone by clicking on the help button on your app!

Question 5

Beginner mode

Accepted Answer

When you start your first pony ride, the beginner mode is automatically activated. This restricts your vehicle to a maximum speed of 15 km/h, allowing you to learn how to control your pony in complete safety !

Already an expert?

You can deactivate beginner mode by pressing the pink button.

Need to keep beginner mode on for future journeys?

You can reactivate beginner mode at the start of your ride by pressing the button at the bottom of this screen:

How can I check that beginner mode is activated?

If your beginner mode is activated, this will be indicated at the top of your screen when you are on your ride

Question 6

Why did I receive a penalty?

Accepted Answer

All applicable penalties and their amounts can be found in our pricing conditions.

However, here is a list of the most frequent cases in which penalties may be applied:

You have parked your pony outside the designated parking areas In some regions, it is compulsory to park in dedicated zones. To find out whether this applies to your city, consult this article The photo sent at the end of the ride is not compliant The end-of-trip photo must enable our teams to check that your vehicle has been parked correctly. Advice on how to take the end-of-trip photo is available in this article

Your parking was obstructive or dangerous If our teams find that your parking obstructs the movement of pedestrians, people with reduced mobility or other vehicles, you may be subject to a penalty.

You have abandoned your pony in a forbidden zone (grey or red zone). When you enter a forbidden zone, the app will not let you finish the ride. However, if you choose to abandon the vehicle in these zones, a penalty may be applied.

You have parked your pony in a private or inaccessible area. At the end of your journey, the vehicle must be left freely available to other users and our teams.

If you think that the penalty applied is unjustified, you can press the button **Challenge penalt

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