FREQUENTLY ASKED QUESTIONS

  • DO NOT ride scooters on sidewalks. Take bike lanes (when available) or local streets. Please be mindful of the safety of pedestrians.
  • While on sidewalks, please get off the scooters and walk them until you are off the sidewalk.
  • Rider and pedestrian safety is our utmost priority.
  • For emergencies concerning physical injuries or general property damages, please call 911 on priority. Once stable and safe, please call us at +1-778-828-3093 or leave a message in the in-app Support section. We’ll get in touch with you.
  • Yes. It is mandatory (the law) to wear a helmet when riding Sparrow. We emphasize on your safety as one of our priorities and wish for you to enjoy your ride with us.
  • Depending on where you start your trip, helmets can be found at the main reception/front desk. Just show your in-app reservation to pick one up. Alternatively, in locations away from the reception area, you'll find helmets attached to our scooters. Have a bike helmet already with you? You surely can use that one too. Please hang the spare Sparrow helmet on the adjacent scooter in that case. #safetyfirst
  • If you do not find a helmet or the helmet provided doesn't fit/is damaged please call us at +1-778-828-3093
  • Riding a Sparrow is all about experiencing the freedom of mobility. You may ride our scooters on bike lanes, shared slow roads wherever safe to do so, shared paths within a community (e.g. resort)
  • You will notice certian areas in your city are marked RED in color (map display in-app). These are NO-RIDE ZONES and we respectfully abide by the local authorities/businesses' requirements. Sparrow scooters will automatically come to a full stop (and sound an alarm) if you were to enter these areas. Please walk the scooter out of these areas to start riding again.
  • Sparrow prioritizes safety for its riders. We have only the best-in-class scooters on rent for you and have deployed multiple speed zones across the city. Scooters will slow down and even stop depending on which zone you’re in and this is to ensure riders and other road users remain safe at all times.
  • The scooters are speed governed at a maximum speed of 24km/hr , however riders are supposed to adhere to the required speed limits in the city and follow all the basic traffic rules such as yielding to stop signs and pedestrians just like if you were driving your car.
  • We also provide a helmet for you to ride. Use of a helmet while riding the scooters is strongly recommended. Please refer to our in-app ‘How to Ride’ quickstart guide to learn more.
  • By choosing to rent with us, YOU ACCEPT OUR TERMS AND CONDITIONS. Please reach out to us if you have any questions. Sparrow shall not be held responsible for personal injury, damages, loss or costs associated with scooter (eg : parking tickets or fines issued by RCMP) use during rental period.
  • Sparrow strongly recommends NOT TO DRINK AND RIDE. Any rider found not complying with the rider-rules would be enforced to strict disciplinary action including permanent suspension from the Ride Sparrow app. Sparrow shall not be responsible for any damages or accidents caused due to drink and drive.
  • DO NOT RIDE ON SIDEWALKS FOR THE SAFETY OF YOURSELF AND OTHER PEDESTRIANS. Use of bike lanes are encouraged, please follow the attached city map in the app to get an idea of the bike lanes in town.
If you're ever involved in an accident while riding with Sparrow:

  • Check to make sure that you and anyone else involved are safe
  • Call 911 (local emergency authorities) if necessary
  • Once all involved parties are safely out of harm’s way, please inform us by calling +1-778-828-3093 or contact Support through Ride Sparrow app.
  • ONLY 1 RIDER PER SCOOTER. For your own safety, we strictly permit only one rider on a scooter at a time. A safe ride is a fun ride.
  • You may download the "Ride Sparrow" app through the App Store or Google Play Store. Alternatively, you can walk up to any of the scooters and scan the QR code on the station banner to download the app.
  • Once you’ve signed up, you can scan the QR code (or enter the scooter code) in the app and take it from there.
  • Absolutely! You can always pause your ride using the ‘Pause ride’ button in-app anytime during your trip. This will also safely lock your scooter. Be sure to pause your ride AWAY FROM TRAFFIC, NOT BLOCKING PEDESTRIAN PATHWAYS and preferably right beside a bicycle rack or other street furniture.
  • You will still be charged for the pause time. Your trip will only end (stop charging you) when you park and end your ride at one of our parking locations (displayed as blue zones in-app).
  • You can always pause your ride using the ‘Pause ride’ button in-app anytime during your trip. This will also safely lock your scooter. Be sure to pause your ride AWAY FROM TRAFFIC, NOT BLOCKING PEDESTRIAN PATHWAYS and preferably right beside a bicycle rack or other street furniture.
  • You will still be charged for the pause time. Your trip will only end (stop charging you) when you park and end your ride at one of our parking locations (displayed as blue zones in-app).
  • Please call us at +1-778-828-3093 or the get in touch with Support in-app. You will get a push notification through the app when the battery is low (20% and below).
  • For your safety and convenience, please TURN AROUND BACK when you notice the low battery (<20>
  • As a good riding practice, PLEASE DO NOT RIDE a scooter that may soon be below 20?ttery in case you plan to go on a long duration/distance ride.
  • All our scooters are limited to a maximum of 24kmph considering the safety of riders and pedestrians.
  • You will notice differently colored zones in the map view of your Ride Sparrow app.
  • RED ZONE: No ride zone. Your scooter will come to a complete stop and you will not be able to use the throttle until you exit the zone. Please get off and walk your scooter out of the zone.
  • YELLOW ZONE: Speed limited zone. Depending on local regulations the max speed of our scooters is limited in these areas (less than 24kmph).
  • You need to end the ride ONLY WITHIN AREAS MARKED IN BLUE in the app. You will not be able to end your ride anywhere else and that means you will continue to be charged for the time.
  • You will be asked to upload a photo of the scooter parked at our stations (racks). Please ensure the scooter stands firmly on the kickstand and is parked at the rack for the convenience of pedestrians and fellow riders.
  • Failure to do the above may attract additional fines.
  • For any support feel free to call us at +1-778-828-3093 or access the Support section in-app.
  • You can rent for as little as 1 minute, to a maxium of 12 hours in a day.
  • Check our PROMO page for a discounted hourly/daily rate.  
  • Only require a short trip?  Rent by the minute, and only get charged for the time you have the scooter rented.  
  • Looking for longer-term rentals?  From the app, go to KEEP for weekly or longer rentals.  
  • Questions? Email hello@sparrowscooters.ca
  • For you convenience and ease, your ride will automatically renew after the set time (see in-app timer during your ride).
  • You may return your SPARROW whenever your trip is completed or before our closing time (8pm), whichever is earlier.
  • You can find a scooter once you login your account in the app. All available scooters are displayed as GREEN CIRCLE ICONS on the map view.
  • Alternatively, you can spot scooters parked at any of our parking stations (racks) located around our partner premises. Scan the QR code or enter the scooter number starting with "SP" in-app.
  • We ensure all our scooters are A-OK all the time. Please visually inspect the scooter before starting your trip and do not reserve/ride it if you notice any physical damages that may seem to render the scooter too risky to ride. Instead just report it to us through the in-app chat along with the scooter ID number.
  • Once you’ve booked and activated your scooter, do let us know immediately if you feel some issues with the ride smoothness, display, brakes, lights or anything else. Call us at +1-778-828-3093 or contact us through the Support tab in-app and we’ll fix it on top priority.
That usually happens when either of the below is the case;
  • You’ve EXITED THE SERVICE AREA of operations. Our scooters are set to be ridden only within a limited area (a lot bigger than it sounds actually). This is for the safety and convenience of all riders. You will see the marked area IN GREEN when you zoom out (pinch out) on the map in the app.
  • RENTAL HASN'T STARTED YET. For some reason if your rental hasn’t started even after scanning the QR code, the scooter won’t move. Try entering the scooter ID in the app and only when the start of the ride is confirmed (scooter headlights switch on and you'll hear a beep automatically) in the app will you be able to ride your scooter effortlessly.
  • Your SCOOTER RIDE IS PAUSED. If you forget to RESUME RIDE in the app, your scooter won’t move.
  • For any other reason, please call us at +1-778-828-3093 immediately.
  • You can start a rental only between 8am and 8pm on weekdays or weekends.
  • If you're in the middle of your ride during closing hours, do not worry as the scooter won't abruptly stop. However, you're expected to ride your scooter back to one of our parking spots as soon as possible.
  • If there's any emergency regarding your ride please call us at +1-778-828-3093 at any time.
That usually happens when either of the below is the case;
  • You’ve EXITED THE SERVICE AREA of operations. Our scooters are set to be ridden only within a limited area (a lot bigger than it sounds actually). This is for the safety and convenience of all riders. You will see the marked area IN GREEN when you zoom out (pinch out) on the map in the app.
  • RENTAL HASN'T STARTED YET. For some reason if your rental hasn’t started even after scanning the QR code, the scooter won’t move. Try entering the scooter ID in the app and only when the start of the ride is confirmed (scooter headlights switch on and you'll hear a beep automatically) in the app will you be able to ride your scooter effortlessly.
  • Your SCOOTER RIDE IS PAUSED. If you forget to RESUME RIDE in the app, your scooter won’t move.
  • For any other reason, please call us at +1-778-828-3093 immediately.
  • Easy-peasy! Takes just 2 minutes. Just download the Ride Sparrow app and sign up. All we need is your email, phone number, any government issued ID and a credit card for payments.
  • You need to be at least 18 years old to sign up (account holder) and at least 16 years old to ride a SPARROW.
  • Signing up with your details will mean that YOU ACCEPT OUR TERMS AND CONDITIONS including that you take responsibility for all riders that ride scooters booked under your account.
  • By creating an account with Ride Sparrow app, you agree that you're over 18 years of age.
  • You are required to enter your credit card information while registering and we will confirm that once done. Once registered you may notice that the system charges $1 on your card only to test if it's active (this will be promptly refunded).
  • We also have a pre-authorization of $25 for security purposes. If you have a Ride Sparrow Wallet balance of $20+ this is waived off.
  • You may TOP UP the Ride Sparrow Wallet at any time with your credit card. All refunds, promo credits will also be reflected in your Ride Sparrow Wallet. Check the PAYMENT tab in-app.
  • We DO NOT ACCEPT DEBIT CARDS.
  • We love sharing giveaways! Keep a lookout for any promotional offers on your email or in-app notifications.
  • Alternatively, check out our PROMOS tab in the app.
  • Some PROMOs will be visible directly in the app, others will require a special hidden code.  If you have a code, enter it to access the PROMO.
  • You can see all your rental receipts in the ‘RIDE HISTORY’ tab in the app menu.
  • No. Reservations are free, and they last for a maximum of 30 minutes. 
  • You may use this time to set yourself up for your ride. For example, wearing a helmet, inspecting the scooter for any physical damages etc.
  • Please email us at hello@sparrowscooters.ca and we'll sort out the problem.
  • Our system is alerted in case you’ve ridden on sidewalks, parked incorrectly in public spaces or parked inappropriately anywhere in the compound. Please get in touch with our support team to understand more details about your penalty fee/fines.
  • Our pricing is simple. You pay per minute.  If you have rented for an agreed upon time, and you have gone over that time, you will be charged at the going rate until the scooter is parked.
  • KEEP is designed for long term rentals at a discounted rate.  Rent a scooter from 7 days, to 7 months, and you can use it like it is yours.  Don't worry about anyone else taking it.
  • Sparrow Scooters will supply the scooter, a charger and a helmet.  
  • Sparrow will collect the scooter at the end of your term and maintain the scooter.

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