Frequently asked questions
Questions and answers
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General informations >
What to do in case of theft ?
All of our models have a serial number that will help you report the theft and find your bike faster.
Do I need a driver's license to ride this bike?
No, no permit is required.
Can I contact you?
Yes of course ! Please reach us via the "Contact Us" page.
What are the advantages of the electric bicycle?
With your Venilu electric bike, you can choose to ride with or without motor assistance electric for a more pleasant and less tiring experience. The design, performance and our bike's lightness makes it easier to use. You can say goodbye to the dread of the slopes and the wind of the disheartening face. In other words, our bike allows you to ride further, discover more, sweat less and benefit more from the experience and possibilities offered by the assistance of the power supply.
Is it possible to ride in the rain?
Yes, all of our bikes are non-slip construction, and the battery is housed in a waterproof container.
Are foldable models safe? Is there a risk that the bicycle will fold up during use?
The frame and components of the Venilu bicycle are manufactured in certified factories; all our products comply with the safety standards required by the European Union. All parts are strictly individually tested before use, so the operation of our Venilu bike is without risk of failure.
Is it possible to try the bike on before buying it?
Yes, you can try our models before you buy them. To make a trial appointment, please visit our website and choose the location that suits you.
What types of payments are accepted?
We accept payment by credit and debit cards, cash payment, bank transfers, PayPal and any other digital payment method. The digital payment methods are confidential and secured by our employees.
What are the costs of using an electric bicycle?
If you use your bike 200 days per year, the cost of powering your Venilu will be equal to 15 euros per year. Compared to other vehicles, this amount is negligible considering the distance traveled, moreover it is ecological.
Can I use my electric bike on public transport?
Most public transport such as buses, trams and the metro will allow you to transport your foldable bicycle inside as long as it is stored.
Is it possible to track my Venilu-Bike upon delivery?
Yes, all Venilu orders are shipped with a tracking number. Once your item leaves the warehouse, you will be emailed a redirect link to the carrier's site to track your order.
How long does it take to receive my order ?
Delivery times vary from country to country. Orders are processed and shipped within 24 hours of receipt.
Where can I buy your bike?
You can order our bike online or directly through our store. Our bikes
electrics are also available for sale from many dealers and retailers located in Belgium, France and the Netherlands. To access the full list of resellers, please visit our website.
Can I use my bike as soon as it is delivered?
Yes, the bike is pre-assembled and delivered in a box. However, depending on the preferably, remove or keep the mudguards.
Do you offer additional accessories with the bike?
Yes, we have LED illuminated rear and front lights, mudguards, rear rack and tool kit.
What is the maximum speed of the Venilu E-Bike?
25 km / h (15.5 mph), which is the authorized speed limit.
Can I personalize my bike?
Yes it is possible, everything can be personalized. Please contact us to find out more.
Can I equip my bike with accessories?
Yes, most of the accessories available on the market will fit our models.
For more specific information, please visit one of our resellers or contact us directly on our website.
Which model to choose?
In order to better meet your expectations, Venilu offers you three models Urbana, Vida and Citana.
Discover the characteristics of our different models on www.venilu-bike.com
Is it easy to transport the bike when it is folded?
Yes, all Venilu bikes have a mechanical locking system that allows them to roll once folded which facilitates their transport.
Bike storage
It is advisable to keep your Venilu bicycle indoors when not in use in order to avoid any damage that may be caused by the weather. Please take care of your battery and avoid exposing it to high temperatures. It is best to store your battery indoors when not in use.
What is the origin of our company and where is it located?
Venilu is located in Belgium.
What if my order is incomplete, damaged or defective?
Your satisfaction is our priority In the event of a hitch, you can
contact via the email address contact@venilu-bike.com. Our team will be delighted to meet you assist.
What is the delivery delay ?
The processing and receipt of orders does not exceed 72 hours after order placement. The delivery time may however vary depending on the destination country. For more information, please contact us
What delivery does Venilu offer?
Delivery is possible throughout Europe and as soon as possible, you can also contact for more information on delivery to countries outside the European Union.
What is the guarantee offered?
Our bikes and batteries have a 2-year warranty. If you notice a product defect during this period, please contact our customer service and we will find a suitable solution.
Does Venilu provide customer service for maintenance issues?
Absolutely yes. You can call us for any technical problem, technical assistance or any other service related request.
I received a damaged bike. What to do ?
If you receive a damaged bike, please contact us for a prompt replacement.
Technical informations >
If the battery drains during the journey, will I have to stop?
No, our bike has a working mechanism independent of the electric motor, which means that you can still use your bike even when your battery is empty.
Is the battery removable?
Yes, the battery is located at the seat which is completely accessible and removable. This design makes recharging easier, and can also serve as a theft prevention tool.
How long does it take for the battery to charge?
3-4 hours.
Does the bike have an automatic walking system?
No, the electric motor only works if the pedals turn, even slightly.
Can I recharge the battery while pedaling?
Our bikes can only be recharged using the charger supplied with the battery. Our engines do not have the capacity for regeneration. However, most so-called regenerative motors risk sacrificing the efficiency and longevity of the battery at the expense of a negligible amount of energy.
How long is the battery?
Battery life varies depending on the 3 models.
URBANA: 30 km - 50km.
VIDA 50 km - 90km.
CITANA 70-110km.
However, several factors can lengthen or decrease battery life, such as terrain, power mode, weight, as well as operating conditions such as wind or altitude.
What batteries are used?
We use high end batteries supplied by LG, Samsung and Panasonic.
The choice of battery depends on the delivery time but all batteries are 36V or 48V.
How to interpret "error messages"?
Interpretation of the error code:
(1) Current error
(2) Acceleration error
(3) Motor position without phase
(4) Hall sensor error
(5) Braking error
(6) Undervoltage
(7) Engine timing
(8) Controller communication reception error
(9) Communication display error
Please do not hesitate to contact us for more information and clarification regarding the operations of the
controller.
How to maintain the battery?
The batteries do not require any maintenance. Normal use and adequate recharging are enough to keep them in good condition for a long time. If you have additional questions concerning the maintenance of the batteries, do not hesitate to contact us.
Tires and Wheels
Certain best practices must be followed to ensure the longevity of tires and wheels. Since e-bikes travel at higher speeds compared to traditional bikes, and knowing that their weight may be greater, users need to take care of their proper use and maintain them properly. Here are some tips to help you:
- Avoid tracks, slopes and rocky terrain, which may damage tires or wheels
- Make sure the tire pressure is sufficient to avoid punctures and damage
caused by low pressure.
- Regularly check the tire pressure before using your bicycle.
Cleaning your Venilu electric bike.
For a more pleasant experience, it is recommended to maintain and wash your bike regularly. To do this, we recommend hand washing with dish soap or any other mild soap. We do not recommend the use of a high pressure cleaner as the water may damage the electrical components.
What is the battery life?
Urbana one : 30-50 km
Urbana classic : 30-50 km
Vida classic : 50-70km
Vida X: 60-90km
Citana classic sport : 70-100km
Citana classic confort : 70-100km
Citana sport :70-100km
Citana confort : 70-100km
Citana X sport : 80-110km
Citana X confort : 80-110km
Do I have to wait until the battery is dead to charge it?
You don't need the battery to be empty to charge it. You can charge your battery at all times, because it is of high quality.
The electric assistance is not working, what to do? (Troubleshooting)
If the power assistance fails, please take the following steps:
- Step 1: Please check if the word "ASSIST" appears at the bottom of the screen, below the level
assistance. If not, please press the “+” button until the word appears.
"ASSIST".
- Step 2: Please check the automatic assistance by keeping the "DOWN" button pressed.
A: If the assistance is operational, the problem is with the pedal sensor. Please go to Step 2
B: If the assistance does not work, please go to Step 3
- Step 3: Try adjusting or cleaning the sensor. If that doesn't work, we can help you
send a new sensor.
- Step 4: We replace the bike.
How to use the control screen?
In the event of a problem, please refer to the following information to better interpret and resolve the
problems encountered.
1 - On / Off
Press MODE to turn on the screen. When the screen is on, press MODE for more
2 seconds to switch off the electric bike.
2 - Complete viewing area:
3 - Identification of icons:
4 - Assistance level:
Press UP or DOWN to increase or decrease the level, respectively.
5 - Button operation:
Keep "UP" pressed for 2 seconds to turn on the rear lights.
Keep "UP" pressed for 5 seconds to start / stop the assistance.
Are spare batteries available?
Yes, you can order spare batteries separately. For more information on batteries, visit our website.
Where can I repair my bike?
Either at your dealer or at Venilu in Nivelles.