When we use a service or a product we have several questions in our mind about its various characteristics and aspects and it’s obvious we face certain hurdles for which urgent redressal of our queries are needed. How many times have you, as a user, wished you had a Genie who would give us all the information at one go without any hustle and get you out of an inconvenient situation?
Have you ridden a Yulu yet? Click here to download the Yulu app for Android or iOS.
At Yulu, we treat our customers the way we would like to be treated. Our solution-driven operational objective made us realize the everyday problem of our customers and we will now answer the most frequently asked questions at one go here.
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How to Contact the Customer Service Team?
The first idea that strikes our mind when facing an issue with a product or service is to contact the customer helpline. Our customer Sucess team is extremely dedicated and is available 24*7 at the service of the riders in need.
There are three ways in which a customer may get in touch with the concerned team.
- Instant chat – Customer may use the CHAT WITH US option available under the Help & Support or FAQs section on the app for quick redressal of their issue.
- Email – Customers may also write to us an email at Support@yulu.bike
- Message – Customers may use the message option available on the website to connect with the support team.
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What is the Security deposit? How does it get refunded?
Security deposit is a fully refundable amount transferred from a user’s bank account to their Yulu account. This Rs. 199 is collected to ensure that all necessary protocols are followed and serve as a means of tangible security in the event of damages to the bike by a rider. We care for our riders and their safety thus we ensure that the bikes are in their best condition for a smooth riding experience.
As mentioned above, this security deposit is fully refundable so a user can place a refund request anytime by following the two simple steps below.
- Click on the quick access menu and then click on Yulu Money.
- Click on the view transaction button and click on request refund (bottom section).
You can also track your security deposit refund status on the app. It takes 8-10 working days for the amount to reflect in your bank account. Wallet or UPI refunds can take up to 0-36 hours.
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How are Miracle trips charged?
Every trip has a base fare of Rs. 5 and every additional minute is charged at Rs. 2. For every paused minute a user is charged Rs. 0.5 in all cities. Now do the math!
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What is LTR?
This is a Long Term Rental plan offered on Yulu Miracle. This plan was formulated keeping in mind the safety of our riders in wake of COVID-19 to provide them with a more personal way to move around and maintain natural social distance by commuting solo in times of need.
To rent a vehicle, one can either pick up a miracle from your nearest Yulu zone or request for its doorstep delivery upon paying the stipulated security deposit.
Read more about LTR here.
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What is Global Penalty? Why is it charged?
A global penalty is charged when a customer has been penalized due to a violation of the below-listed norms
- Minor Riding- People below the age of 16 reported riding a miracle.
- Overriding – More than one person riding a Miracle.
- Overload – Object overload or protruding load on Miracle.
- Battery theft – Stealing or damaging the battery of the bike.
- Bike Vandalism – Damaging parts of the vehicle or the whole bike.
- Profanity – Profanity, misbehaving, or abusing customer support team or field staff.
- Traffic Rule Violation – Breaking of traffic rules while riding Yulu.
- Illegal Parking – Parking/ Leaving bikes in underground/ private parking.
- DUI – Driving under the influence of drugs or alcohol or other substances.
The penalty can be charged in the form of both credit and cash.
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Availability of bikes at Yulu zones.
The availability of the bikes and their charge status are shown in real-time in the Yulu app. Our bikes are available at all times at your disposal. Be it a mid-night emergency or early morning leisure ride, we are always by your side. We put in our best efforts to maintain the availability of bikes at every Yulu zone but with ever-increasing demand and finite supply, the bikes may not be present at some zones around the clock on some rare occasions.
Everything starts with the customer.
A brand is defined by the customer’s experience. At Yulu, we aim to provide a happy and satisfying user experience to all our customers. We know what customers want the most and what our organization can do best. Our happy customers care for us just as much as we care for them. As said by our Customer Support Lead, Ayushi Mishra “Our customers are our partners, their feedback is invaluable when it comes to defining new product features/ functionality. Our rock-solid loyal customers encourage us to deliver services tailored specifically for meeting customer expectations.” They are the guiding force in our mission to declutter the Indian roads and give India a sustainable future. Together we are Unstoppable.
Get your green mobility ride today. Download the Yulu app below!