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HALA mobility
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FAQ's
Frequently Asked Questions.

About the Hala Mobility Service

  1. 1.
    What is the service?
    HALA's shared mobility service is a multi modal shared mobility service that allows you to move around Hyderabad in a comfortable and sustainable way.
  2. 2.
    How does the service work?
    To start using the service you just have to download the HALA Mobility app, register and locate the nearest scooter.
  3. 3.
    How sustainable is the system really?
    To make a comparison, riding a HALA vehicle uses half the energy of a toaster to take you around the city at 50km/h. Even taking into account the emissions produced in the power plants where the batteries are made, HALA emits 2% of the emissions of a car driving around the city. Moreover, almost all parts of the vehicle are recyclable, including the battery.
  4. 4.
    How can I sign up for the service?
    Registering is very simple, you can do it through the HALA Mobility app, available for both IOS and Android:
    1. 1.
      Fill in the registration form, we will need in addition to your personal data, photo of your ID or passport and your bank card information.
    2. 2.
      We will verify your data and notify you once they are validated.
    3. 3.
      Once the verification is done, you can access the service by logging into the app.
    Remember that during the registration process we are at your disposal through our toll-free number 900 866 002 from the User Service Center or through the email [email protected] .
  5. 5.
    Where does HALA service work?
    Currently our service is available in Hyderabad.
  6. 6.
    What do I need to know about riding an electric vehicle?
    Electric vehicles are very quiet: pedestrians, animals or other people and vehicles you may find in your way might not hear you passing by, so make sure that they see you and do not hesitate to use the horn to avoid dangerous situations. They are also very reactive to acceleration: specially when they do it from deadlock (0 km/h). During acceleration please be careful not to be surprised by the power and electric traction of the chain.
  7. 7.
    What requirements do I have to meet to use the scooters?
    To use our scooters you must be over 18 years of age with a valid driving license and have a valid payment method.
  8. 8.
    How can I recognize a HALA vehicle?
    If there is something that differentiates a HALA from other vehicles, it is its characteristic light green colour. Plus they have identification stickers with the brand name and logo. But this is not all, to recognize every vehicle we assigned a personalized name. In this way it is much easier to spot them on the map! The name tag is placed in the inside part of the handlebars. Do you want one of them to be called like you? Only our best users get it!
  9. 9.
    How can I unsubscribe from the service?
    You can unsubscribe by calling the toll-free number of the Customer Service Center +91 9963243567 or by sending the form, which you will find in the Terms and Conditions of the service, by email to [email protected] .
  10. 10.
    How can I join the HALA team?
    Check our career section in our website for the different positions. We usually have intern positions or to join the rangers team. If you are passionate about the startup world, sustainable mobility and lifestyle, we want you in our team!
  11. 11.
    How can I stay tuned to all the news that are happening to HALA?
    Stay tuned with us is super easy! You can follow us through our social media:
    We also send newsletters with all the information you must know related with the service.

Registration

  1. 1.
    How do I register step by step?
    In our website or download our app, you will find an input form to introduce your email and press register. Once introduced, you can complete your registration with the rest of your personal details, then the information about the payment method and finally you can attach your documentation: driving license and ID. After 30 minutes maximum, you will receive a confirmation email so you will have access to your profile and be ready to start using HALA.
  2. 2.
    What should I do if I cannot finish my registration?
    If during the registration process you experiment some kind of trouble we recommend you the following options. If the problem persists, do not hesitate to contact us through our chat in the app.
    • - Check the size of the uploaded files (maximum size: 10 Mb), preferably .png or .jpg formats
    • - If you registered through a coupon, check that the promotion is still valid.
    • - Try to change browser or device.
  3. 3.
    How do I download the App?
    The App is available in the App Stores, for Android and iPhone. Downloading it is completely free and you can do it through Google Play or Apple Store. If you do not have any of these operating systems, you can also use the web version on your mobile.
  4. 4.
    How does the App work once you register?
    Once you have logged in, it is very easy to navigate through the different tabs:
    • - Map: it is the main useful page since you can see the map with the available vehicles and where they can be booked.
    • - Edit Profile: you can edit the personal or payment details
    • - HALA Store: purchase packages of minutes at discounted prices, or get a monthly membership to ride as much as you want.
    • - Ride for free: Invite your friends to join HALA and get your account credited with free minutes.
    • - My rides: in this tab you can see a summary of your month, all the data of your rides, the money spent or the credit left. You can also check the list of friends referred.
    • - Log out
  5. 5.
    Where can I find an available vehicle and how can I book it?
    The nearest vehicle will always be preselected for you. Nevertheless, you can choose any other if you wish so by clicking on its icon. Click BOOK SCOOTER and it will be booked for you during 15 minutes for free and any other user will not be able to book it. A countdown will show up to give you the time left until the booking is cancelled. You can use the map to guide you to the vehicle.
  6. 6.
    What do the icons with the yellow, black, red and green vehicles in the map mean?
    The green icon shows the vehicle that is automatically selected for you when you connect to the map. If you wish to book a different one, the selected one will change from yellow to green to make it easy for you to localize it on the map. (Vehicle Booked). The available vehicles are shown by a yellow icon. These are the vehicles that you can book anytime you want, unless another person books them in that exact moment. The unavailable vehicles are shown with a black icon. These vehicles cannot be booked because someone else has already booked them. A vehicle under service will be shown with a red icon. These vehicles cannot be booked because their batteries are being changed by the HALA team.
  7. 7.
    How do I start the engine?
    When you are 60 meters away from the vehicle, a little icon will appear at the right side of your map to invite you to unlock the unit. Before starting the engine you must unlock the top case and the security system to have access to the helmets. Press UNLOCK SCOOTER and press the red button in the top case to open it. When you are ready, press START ENGINE. The vehicle will activate itself and just by sliding the stand towards you, you will be ready to ride. The minutes will start running from then on. No keys, everything from the app on your smartphone!

Use of scooters

  1. 1.
    When can I use the Scooters?
    Our scooters are available in Hyderabad every day of the year from 6:00 a.m. to 9:00 p.m.
  2. 2.
    How do I find the scooters?
    You can see the available scooters through the map that you will find in the HALA Mobility app.
  3. 3.
    How do I reserve a scooter? How much time do I have to reserve?
    When you have identified the nearest scooter, click on it and press "Book", you will have 10 minutes to start your trip. If after 10 minutes you have not started the service, the reservation will be canceled.
  4. 4.
    How do I turn on the scooter?
    When you are next to the scooter, press the "Unlock" button on the app to turn it on. On the left hand rotate the gear to Normal or Sport mode. Now, Accelerate and drive, remember that you can also use the rear wheel brake to slow down.
  5. 5.
    Where can I ride?
    You can ride with a scooter anywhere in the city:
    1. Remember that it is forbidden to drive on sidewalks and other spaces reserved for pedestrians.
    2. You can ride a scooter on cycle paths, bike lanes, bike tracks, integrated roads, respecting the pedestrian's priority, and on streets where the maximum speed of riding is 30 km / h on all of its lanes. 3. When traveling through these areas remember to go through the central part of the lane. Pay attention that there is no specific signage prohibiting it in areas such as tunnels or specific streets.
    4. In the public parks you should only ride on those itineraries in which the riding of bicycles is allowed. In case of paths shared with the pedestrian you will have to limit the speed to 5 km / h.
  6. 6.
    Is the use of the helmet mandatory?
    For the Driver it is mandatory. for the piler It is not mandatory, but it is recommended.
  7. 7.
    Can you take co riders?
    yes, 2 people can easily commute on the scooter.
  8. 8.
    Can another person use the scooter with my user?
    No, with your user you are only authorized to use the scooter. In the event that another person starts the trip with your account, the corresponding penalty contemplated in our “ Terms and Conditions of Use ” will apply .
  9. 9.
    Am I covered by insurance?
    Yes, the insurance covers the scooter driver.
  10. 10.
    Where can I park the scooter?
    You can park the scooter in the places allowed by the corresponding parking ordinance, remember that you cannot park it in underground parking lots.
  11. 11.
    Can I pause during the trip?
    Yes, and in any area. To pause, park the scooter correctly and press the "Pause" button in the application, so the scooter will remain reserved until you want to resume your trip, remember that this pause will be charged according to the standard rate per minute. In the beta test phase (temporary limited free) you can pause for a maximum time of 15 minutes.
  12. 12.
    How did the trip end?
    When you have arrived at your destination, make sure that you are in a permitted parking area and in the delimited area, otherwise the app will not let you finish your trip.
    1. 1.
      Put the side stand.
    2. 2.
      Access the application and end the trip.
  13. 13.
    What do I do if I identify any damage or failure in the scooter?
    If you see that the scooter has any damage or does not work properly, please let us know about our Customer Service Center by calling toll free +91 9963243567. You can also use the app to report an incident.
  14. 14.
    Can I drive in case of traffic restrictions due to contamination?
    Of course. Our scooters are electric and do not pollute. With them you can move around the city taking care of the environment in a clean and sustainable way.
  15. 15.
    Can I ride in the APR areas “Residential Priority Areas”?
    Yes, you can circulate in these areas, always respecting the rules of circulation of scooters.
  16. 16.
    What happens if my cell phone runs out of battery?
    Make sure your cell phone always has a battery to start and end the journey.
    In the event that you run out of battery, you should call the toll-free number +91 9963243567 of the User Support Center to indicate how to proceed.
  17. 17.
    Can I use my vehicle outside the authorized area (even if I park inside)?
    This is the operative area available. It's strictly forbidden to drive or park outside this area since you can be facing a 500 Rs. fee. Little by little we will be expanding the zone in which HALA operates. In the case you wanted to exit the zone for an exceptional reason, please contact us through the chat before starting your ride.
  18. 18.
    Is there a max or min limit of minutes or kilometers in a same ride?
    There is no limit in your riding, you pay per minute ridden, that’s all!
  19. 19.
    Which is the maximum speed?
    The maximum speed a HALA vehicle can reach is 50 km/h. Enough to go around the city since it is the maximum allowed!
  20. 20.
    Has HALA the power to climb some slopes in the city?
    The vehicles can go up any slope in the city. The only inconvenient that may appear is a speed reduction or a larger use of the battery than in a flat area, which could increase more if there is a passenger behind.
  21. 21.
    Can I use the bicycle lane?
    Even if you have the feeling of flying with HALA and they are super quiet, this lane is exclusive for bicycles and vehicles without engines (even if this is electric).
  22. 22.
    Can I carry another person on my HALA?
    HALA allows to carry an extra passenger on their vehicles. So bring your mom, or your dad, or your friend, or your cousin, or you grandpa, there is space for everybody! You will also find two helmets in two different sizes!
  23. 23.
    Can another person ride with my account?
    No, the HALA account is unipersonal and non-transferrable since it is associated to a personal insurance. If it is used by other people, this insurance is nullified and the risk is total.
  24. 24.
    Can I use the app when I am in the middle of a session?
    Only if you want to stop the engine, since it is the next step in a HALA session.
  25. 25.
    Do the vehicles have GPS or can I use mine?
    They do not have incorporated GPS, but you can leave the app in the background during your ride and use an app for it; it can be Google Maps. You have to use bluetooth earphones (Rs, 1000 fine for using wired earphones).
  26. 26.
    Can I drive during the night?
    No, HALA is available only from 6 AM to 9 PM.

After the trip

  1. 1.
    Where can I park?
    You can park the vehicles anywhere since there aren’t any special parking lots – contrary to other services. But it must be on legal public parking places for motorbikes and vehicles and within the authorized HALA area (as shown on the application map). In case you park on the pavement you can only do so if you respect the following rules:
    - 50 centimeter distance to the road
    • - 2 meter distance from pedestrian crossings or public transport stops
    • - Between trees, if there are any, but not further away
    • - Park parallel to the road, if the pavement or way is 3 to 6 meter wide
    • - Park in an angle if the pavement or way is more than 6 meter wide.
    • - Between trees, if there are any, but not further away
    • - Once the vehicle is parked, get down, put the vehicle back on the stand and stop the engine from the app.
    • - In any case, leave a free 3 meter space for pedestrians.
  2. 2.
    How do I finish my session?
    When you arrive at your destination and park the vehicle, press STOP ENGINE. The vehicle will be off then. The top case is open again for you to leave your helmets. Close it again. It will not be completely closed until you hear a click, so close carefully and press slightly at the end. Click FINALIZE RIDE to end your session and leave the vehicle free for the next user. We would love you to evaluate your general impression of the service at the end of your ride.
  3. 3.
    How do I put the helmet back into the top case?
    Put the first helmet in its position, on the right or left side of the top case. Then, place the second helmet in the opposite direction so that they fit together and you can close the top case easily.
  4. 4.
    Do I have to clean anything after my ride?
    All helmets are usually cleaned by ourselves. If you notice that one or both helmets are dirty, please let us know through the app chat. All top cases include hygienic caps at your disposal. If you notice they are missing, please notify this to us too.
  5. 5.
    How long does the battery last?
    The battery has a capacity for over 100 kilometers. Do not worry, we always make sure you will have enough battery for your ride. Any vehicle with a low battery level is directly not available to book and we will change it as soon as possible.
  6. 6.
    How do I make sure there is enough battery?
    We do follow up the real autonomy left and you cannot book any vehicle with a battery level lower than 15% . Besides, the team can change it in less than an hour, ensuring you always have enough battery capacity for your ride (lowest battery level = 16% = 8 kms).
  7. 7.
    Can I charge the battery myself?
    A part of our team takes care that all the batteries are full enough, so this is a job that we are responsible for. No need for you to worry! Just enjoy the ride!
  8. 8.
    How I update/change my details?
    In the App there is a tab called ‘Edit Profile’ from which you can change either your personal data or your credit card number.
  9. 9.
    How can I delete my account?
    If you want to unsubscribe the service you must communicate it to us through the chat in the app and we will manage it ourselves; very simple! We truly appreciate your opinion, so we will ask you the reason of your goodbye. Do not worry, we will not investigate!

Fees

  1. 1.
    Do we have to pay a registration fee?
    No, registration is free.
  2. 2.
    How much does it cost to use scooters?
    The service fee is Rs. 1.75 / min. You can also pause the scooter without losing your reservation for Rs.1.75 / min. The service will be paid for the minutes you consume and the cost will be reflected in the app.
  3. 3.
    Can there be additional charges?
    Additional charges may only be made in the event that you commit any infraction or are the cause of any damage to the scooter or in case of violation of traffic or terms of usage.
  4. 4.
    How do you count the minutes ridden?
    The computing starts when you press the button START ENGINE until you press the button FINALIZE SESSION. Moreover all rides below 2 minutes will not be invoiced. When we count the amount due for your ride, we also take into account the credit of minutes you have left.
  5. 5.
    Are there other late fees?
    No! Once activated, you will only pay for the minutes you ride, nothing else!
  6. 6.
    How can I get discounts or free minutes?
    To ride HALA for free, accumulating minutes in your credit is super easy! The best option is to refer the service to a friend or family and make them register through your personal link that you will find in the tab ‘Ride For Free’ in your profile. It’s very easy to send it through Whatsapp, Facebook or email. For every new friend that registers with your link you will receive 30 minutes for free directly credited in your account and your friend 15 minutes! Plus every now and then we have special promotions that you can discover through our social media. Follow us!
  7. 7.
    How do I pay?
    The payment method is through credit card that you have to introduce during the registration. Just entering it the first time is enough and we will charge you for every ride you do, not at the end of the month.
  8. 8.
    Is there another payment method?
    No, through your credit card is the only authorized payment method. You can change these details through the tag ‘Edit Profile’. We are working for new payment methods, like PayPal, Paytm, Google pay. We will inform you of the improvements via email.
  9. 9.
    Must the card be at my name?
    It is not needed that the card is at your name, it can be from a familiar or a company.
  10. 10.
    Can several users use the same card?
    Yes, no problem.
  11. 11.
    Do you admit credit and debit cards?
    We accept both cards instinctively.
  12. 12.
    Do you accept foreign cards?
    Yes, as long as it is valid in India.
  13. 13.
    Is the online payment safe?
    Yes! To make it sure we use ‘Stripe’, a leading company in payment processes. On HALA side, we do not store any bank information since all transactions are secured through the ‘Stripe’ system. All connection and transactions are SSL secured.
  14. 14.
    Can I have a bill for my rides?
    For sure! You will only have to send us an email or contact us through the chat in the app with your tax information. At the end of the month we will send you the monthly invoice.
  15. 15.
    Is the VAT included or is it payed aside?
    The charge of the VAT is included. We also specify it in the receipts after each ride so you do not receive surprises for extra expenses.
  16. 16.
    Does a corporate plan exist?
    We are working on it as one of our new projects. We will keep you updated.
  17. 17.
    How can I decrease the cost per minute of my rides?
    You can purchase HALA packs directly in the app by clicking ‘HALA Store’ on the menu. In a click you can credit your account with minutes. Those minutes are unlimited in time - it means they are never expiring. At the end of each rides, we first check whether you still have credit to calculate the amount to invoice you.

In case of an accident

  1. 1.
    How do I contact HALA in case of an accident?
    Your security is very important to us, so I have advised you to call us directly to help you. Our Customer Service is available 24 hours a day on the toll-free number +919963243567.
  2. 2.
    Does anyone assist me in case of an accident?
    Yes, when you contact Customer Service they will guide you and send someone to the accident site.
  3. 3.
    What do I do if the motorcycle has been damaged?
    Call the toll-free number of our Customer Service +919963243567 and an operator will travel to the accident site to remove the scooter.
  4. 4.
    What are my responsibilities if I am guilty of the accident?
    In case of damage to the motorcycle, the responsibility of the user will be from the insurance coverage that is excess, as long as the motorcycle has been used according to the contract and the damage has been notified without undue delay. The amount of the franchise will not apply if the user causes mechanical damage due to a driving failure, due to gross or intentional negligence

What if??

  1. 1.
    What if I have never ridden a vehicle? (Having the B license)
    HALA vehicles are very easy to drive and you do not need previous experience. Even though, if you do not feel confident enough we have a collaboration with Motoescuela. You can ask for this service through the chat or email and we will arrange a lesson.
  2. 2.
    What if it rains or the weather conditions are not good enough?
    In these cases, we recommend to maximize the precautions to avoid accidents since the risk level increases because the road is slippery and the vehicle loses adherence and stability. Some advices for these situations would be to reduce speed, to stop in advance, to use reflecting clothing, to avoid puddles or pools and lines drawn on roads or metal sheets. The service does not stop for weather reasons in any case and the electric system is waterproof.
  3. 3.
    What happens if I commit a violation and get fined?
    From the moment you start the trip with the scooter until another user uses it, you are responsible for the infractions committed, including those caused by bad parking.
  4. 4.
    What if I have an accident?
    In case of accident, contact us as soon as possible so we can advise you. Call us at: +91 9963243567. You will have to fill out an accident report carefully; you will find a blank document in the top case. You can also use the ones that other persons involved in the accident may have.
  5. 5.
    What if I receive a traffic ticket?
    You are responsible for traffic tickets, either during the ride or related to parking. Please, drive carefully and check the park rules to avoid tickets. (After the ride, question 1).
  6. 6.
    What if my vehicle malfunctions while I am using it or I find some damage?
    Before pressing START ENGINE, if you notice any damage or problem with the vehicle, the top case or the service in general, please let us know through the chat of the app. If the problem comes up during the session, notify us too through the chat.
  7. 7.
    What if my vehicle is robbed?
    If this was the case, contact us as soon as possible through our chat. We will find the thieves of our little ones!
  8. 8.
    What if I run out of battery on my vehicle?
    Our Ranger Team is in charge to change the batteries and will not let you ride a vehicle with low battery. Even if you notice that your vehicle is slower than usual, you will always have the chance to finalize your session.
  9. 9.
    What if my phone battery ends and I cannot finalize my session?
    It is always very important to check your battery before using HALA. Your smartphone is the key, there is no other option to start, stop and finalize the session. But if you find yourself in this kind of situation, the only thing left to do is to borrow a phone and log in your account in the app to finalize the session.
  10. 10.
    What if I am only in Hyderabad for a limited time and I want to use HALA?
    No problem! Create your account, enjoy Hyderabad with HALA and we will deactivate your account once you leave and notified you through the chat.
  11. 11.
    What if there are no vehicles nearby?
    Our team takes care of a well balanced repartition of the vehicles so that there is no accumulation or lack of them in some areas. If even so there is not a vehicle nearby… activate your radar! We will notify you if any vehicle arrives in your area in the next 15 minutes.
  12. 12.
    What if I have any other question, problem or I want to know more about the service?
    We tried to answer the most frequent questions of our users, but if you still have doubts you can contact us through the chat of the app, by email to [email protected] or by WhatsApp at +91 9963243567, and we will be delighted to help you. We can even include your question in this section! Learn more about our terms and conditions:
  13. 13.
    You have more questions?
    If you have another question and have not found answers in the FAQs, please contact us through the toll-free number +919963243567 or email [email protected] .

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Contents
About the Hala Mobility Service
Registration
Use of scooters
After the trip
Fees
In case of an accident
What if??