FAQ

How to Start Riding ?

How Many People can Ride with one app?

With one account you can add upto 6 riders

Why can't I see some scooters on the map?

You might spot a scooter on the street but not see it available on the app for a few reasons:

• The scooter’s battery level is below 15%, and it’s temporarily unavailable.

• The scooter has been flagged as damaged or unsafe to operate.

• The scooter has been reserved by another rider and is not currently available.

• The scooter is in "Pause" mode while another rider has temporarily stopped their trip.

We work hard to ensure only safe, charged, and available scooters show up on your map for the best riding experience!

What surface can I use the scooters to Ride on?

You can use iRoll scooters in designated service areas, which are typically highlighted in blue within the iRoll app. These areas are carefully selected to ensure rider safety and scooter performance.​

Recommended Riding Surfaces for iRoll Scooters:

• Paved Roads and Bike Lanes: Ideal for smooth and efficient rides.

• Hard-Packed Paths: Suitable for stable riding conditions.

• Avoid Loose Gravel, Sand, or Grass: These surfaces can affect scooter stability and performance.

• Steep Slopes: Scooters can handle inclines up to approximately 14% grade.

Where to Ride:

• Within the Blue Zones: Always stay within the designated service areas shown in the iRoll app.

• Avoid Restricted Areas: Do not ride on highways, major roads, or areas where scooter use is prohibited.

• Respect Local Regulations: Always follow local traffic laws and regulations while riding.​

For the best experience, open the iRoll app to view the current service zones and ensure your intended route is covered.​

If you have any questions or need further assistance, feel free to contact our support team.

How does the iRoll referral program work?

When you share your unique referral link or code with a friend, both of you can earn a $10 ride credit! Your friend must be a new user and sign up using your link or code. Once they complete their first ride, the $10 credit is automatically applied to both your accounts. You can find your referral link in the “Invite a Friend” section of the app. If your friend didn’t receive the credit, or the code didn’t work, just email us at support@iroll.ca with both your names and phone numbers, and we’ll make sure the credit is applied manually. There’s no limit—refer as many friends as you’d like!

Moving to Our New App

We’re excited to introduce our new app! Download it here

Requesting a Full Refund from the Old App

If you still have funds in your wallet on the old app, you can request a full refund by emailing us at suppot@iroll.ca. Please include your account details for faster processing.

1. Send an email to suppot@iroll.ca

2. Attach a receipt of any rides between August 2024 and November 2024 in Greater Moncton Region

3. Include a confirmation email for refund from suppot@iroll.ca

Can I still use the old app?

No, the old app is no longer compatible with our scooters. Please transition to the new app as soon as possible.

What about ride and Receipt history?

Unfortunately, we will no longer provide support for ride and receipt history stored in the old app. Make sure to download or save any necessary records.

What if I encounter issues during the transition? If you experience any difficulties, contact our support team at support@iroll.ca for assistance.

Will my account details transfer automatically? No, you will need to create a new account on the new app.

How do I check my wallet balance in the old app? Open the old app and navigate to the wallet section to view your remaining balance.

Can I use the refund for rides on the new app? Yes, once you transfer the funds to the new app, you can use them for rides immediately.

Thank you for your patience and support as we enhance your riding experience!

Escooter Safety

• Riders must be 16 years or older.

• Riders must wear a helmet .iroll e-Scooters is not responsible or liable for any rider found in non-compliance with the New Brunswick Motor Vehicle Act- Helmet Regulations or for any fines or legal action resulting from non-compliance.

• Riders must comply with the City Of Moncton Regulations and are responsible for any citations and or fines associated with non-compliance.

• Only one rider per e-scooter.

• Riders must accept the Rider Agreement & Privacy Policy available through the app and or our website in order to rent our scooters.

Escooter Recommendations

• Slow down and give right-of-way to pedestrians.

• Use bike lanes If present

• Use your bell for communicating with pedestrains

• Use signals when turning

General Questions

What is iRoll?

iRoll is a scooter rental company that provides convenient and eco-friendly transportation solutions for short-distance travel. Our scooters are available for rent through our mobile app.

How does the rental process work?

Simply download the iRoll app, create an account, locate a scooter near you, unlock it using the app, and start riding. When you're done, park the scooter in a designated area and end the ride in the app.

What are Our Service areas?

Our scooters can be operated within our geofenced zones in Greater Moncton Area including Moncton, Dieppe and Riverview

Pricing and Payment

How much does it cost to rent a scooter?

Our pricing is dynamic and based on demand and supply but you can download our mobile app and our app will show you the prices before renting the scooters

What payment methods are accepted?

We accept all major credit and debit cards. Payments are processed securely through the app. Alternatively if you don't have a Credit Card you can call us at 5064977800and we can arrange for our agents to offer you personalized payment options.

Are there any additional fees?

Additional fees may apply for improper parking, damage to the scooter, or exceeding the time limit for rides under subscription. All fees are detailed in the app’s Terms and Conditions and the invoices.

Can I request a refund for leftover Money In Wallet?

Yes any money leftover in your wallet can be refunded to you simply by sending us a quick email request with a brief description of your request and your account credentials.

All requests are processed within 48 hours however the beneficiary bank might take additional time to process the request.

Using the Scooters

Are there any age restrictions for riders?

Yes, riders must be at least 16 years old to rent an iRoll scooter.

Do I need a driver’s license to rent a scooter?

No, a driver’s license is not required. However, all riders must adhere to all provincial and federal traffic and safety regulations.

How far can I travel on a single charge?

Our scooters generally have a long range and our employees ensure that they are always charged and safe to ride. Our mobile app will also show the battery range of the scooter before you start your rental.

What should I do if the scooter runs out of battery during my ride?

If a scooter’s battery runs low, the app will notify you. You can locate another scooter nearby to continue your journey.

Safety and Maintenance

Are helmets required?

Helmets are strongly recommended for your safety and are required by local laws. Please comply with the regulations in your area before riding.

What should I do if a scooter is damaged or not functioning?

Report any issues with a scooter directly through the app. We’ll ensure it is serviced or replaced as soon as possible.

Parking and Accessibility

Where can I park the scooter?

Park the scooter in designated areas marked in the app. Avoid blocking sidewalks, driveways, or building entrances.

Can I ride the scooter anywhere?

Our scooters are geofenced to operate within specific zones. Check the app to see the permitted riding areas.

Can I reserve a scooter in advance?

Yes ! You can reserve a scooter upto 15 minutes in advance.

Customer Support

What should I do if I experience an issue during my ride?

Contact our customer support team through the app for immediate assistance or or by visiting our websites contact page.

How do I report a lost or stolen scooter?

If you believe a scooter is lost or stolen, report it immediately through the app or by contacting our support team.

How can I provide feedback or suggestions?

We value your input! Use the feedback option in the app or email us at info@iRoll.ca.

Subscriptions and Promotions

Do you offer discounts or promotions?

Yes, we frequently run promotions and discounts. Check our website or app for the latest deals.

How do subscription plans work?

Subscription plans allow unlimited rides for a fixed period (e.g., daily, weekly, or monthly). Subscribe through the app for added convenience and savings.

If you have any other questions, feel free to contact us through the app or visit our website at www.iRoll.ca.