Nothing here is automatic, and nothing happens without a human decision. Here is exactly how it works.
How a missing item is detected
There are two situations.
You end your session and the return photo shows that the equipment is not in the locker.
You never end your session. It then expires on its own, 4 hours after it started.
The app asks you for a photo of the station. On Multisport stations, twice: when you collect the equipment and when you return it. On Stand-Up Paddle stations, at the return. That photo is what shows whether the equipment came back, which is why the return has to be completed in the app.
What happens next
Our support team reviews the photos and confirms whether the equipment is genuinely missing.
If it is, your account is blocked and you have 48 hours to respond.
If we hear nothing within those 48 hours, the replacement cost is charged.
You can stop this at any point
At every step, one message is enough. Contact us through the chat in the app and tell us what happened: you could not get back to the station, the equipment was damaged, lost or stolen, or you believe there is a mistake.
Replying is what matters. The 48 hour window exists precisely so you can explain before anything is billed.
The amount
It is capped, and the cap depends on the equipment. Replacing a paddleboard is not the same as replacing a ball.
It covers the replacement of the equipment. It is not a penalty.
If you disagree
Contact us through the chat in the app, explain what happened and add photos if you have any. Every case is reviewed individually.
Need help?
Contact us via our ChatBot in the app!