General Information & Getting Started

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• What is Charge&Lock?

Charge&Lock is a smart all-in-one station for urban private riders, offering smart parking, secure locking, and easy charging for electric bicycles and scooters, all managed through a user-friendly app, enabling private riders to lock and charge their vehicles easily in the city and continue their day with ease.

PARK. LOCK. CHARGE. |  FREE TO GO

 

• How to get started?

Download the Charge&Lock app (iOS/Android) from the Apple App Store or Google Play, register, locate a nearby station, or scan the QR code located on each station.

 

• Do I need to download the app to use the station?

Yes. Use of the stations requires downloading the Charge&Lock app and completing a short registration process. The service cannot be used without the app.

 

 

Charging & Security

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• How to charge the vehicle?

You can use the external spiral cable with 3 connectors (DC 5.5mm, DC 8mm, XLR) or place your personal vehicle charger in the secure compartment with a standard 220V outlet inside.

 

• How long does it take to charge my vehicle?

Charging time varies depending on the type of electric bicycle or scooter, battery capacity, and charging method.
When using the station’s external DC spiral cable, charging is available at up to 4A (subject to vehicle compatibility).
When charging inside the secure compartment using your vehicle’s original 220V charger, charging time will be similar to home charging and according to the manufacturer’s specifications.

 

• Can I charge and park at the same time?

Yes. You may park your vehicle without charging, or park and charge simultaneously.
Parking is paid, and charging is provided free of charge.

 

• How secure is my vehicle?

The station offers 3 layers of protection:

Level 1 : Heavy‑duty iron lock bar. Secured charger compartment. Hardened steel eye bolt anchor so users can use their own lock and chain for extra security.

Level 2 : Well‑lit facility. Where possible, 24/7 security cameras.

Level 3 : Stations located  in central, high-visibility/high-traffic areas to avoid vandalism or theft.

Our Commitment: We place a high priority on the security of your vehicle and have invested significant efforts into providing robust protection.

Important Note: While we strive for maximum safety, no system can provide a 100% guarantee against determined criminal activity.

User Responsibility: Like any public parking service, the final decision to use the station remains with the user. By using our service, you acknowledge that the company disclaims liability for damages or losses resulting from its use.

 

• Do I need to bring an additional lock?

The station includes a strong iron locking arm that secures your vehicle.
For added peace of mind, we recommend (but do not require) using an additional personal lock and chain.
Each station is equipped with a built-in hardened steel bolt-eye anchor point, allowing you to double-secure your vehicle with your own chain and padlock if you wish.

 

 

 App Usage & Payment

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• How much does it cost?

Parking is paid (hourly or via a balance of hours), and charging is provided for free.

Prices may vary by location.

 

• Where can I find the stations?

In malls, high-tech offices, train stations, beaches, and public institutions.

Use the app map to see real-time availability.

 

• Can I reserve a spot?

Yes, you can book a parking spot in advance through the app.

Arrival: Once you arrive at the station, check in via the app to unlock your reserved spot.

Billing: Billing begins from the moment the reservation is made until the order is completed.

Cancellation: You may cancel your reservation through the app at any time if you decide not to arrive; you will only be charged for the duration the spot was held for you.

 

• What happens if I forget to end my parking session?

To avoid accidentally leaving a session open, parking and charging sessions must be ended directly through the app.

To end a parking and/or charging session, you must select “End Parking” in the app and remove your vehicle.
The app will guide you step by step and will require the iron locking arm and the charging compartment door (if used) to be fully closed before the session can be completed and billing stopped.
Please follow the app instructions carefully to ensure proper session closure.

 

• Can I extend my parking time remotely?

There is no need to extend parking time.
The parking session continues automatically until you arrive at the station and click on "End Parking" in app to begin the parking completion process.

 

• Do unused prepaid hours expire?

No. Unused prepaid hours do not expire.

 

 

Technical and Operational Questions

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• What if I don't have a personal charger?

You can use the station's external spiral cable, which includes three universal connectors: DC 5.5mm, DC 8mm, and XLR.

 

• How do I use the secure compartment?

When you start an order, the compartment will unlock and open for you. Plug your personal charger into the 220V outlet inside the compartment and route the charging cable through the designated opening to your vehicle. Close the compartment fully and follow the step-by-step instructions in the app.

 

• Is the service available to everyone?

The service is designed for owners of private electric bicycles and scooters.

 

• What should I do if I can’t unlock or lock the station via the app?

First, make sure your phone is connected to the internet.
Try closing and reopening the app.
If the issue persists, please contact our technical support WhatsApp channel (for technical malfunctions only) at +972 51-552-1791.

 

• What happens if I accidentally lock the wrong vehicle?

Since the locking arm is manually closed by the user on their own vehicle while physically present at the station, accidentally locking a different vehicle is not a realistic scenario.

 

• How do I pay?

The app supports both pay-as-you-go (occasional use) and prepaid hour bank models for subscribers.

Registration: During the initial sign-up process, you will be prompted to securely add a credit card to your account.

Purchasing Plans: When you begin an order, available "hour bank" packages will appear at the bottom of the screen. These options include specific details on the packages available for your current location and the list of other station locations where the plan remains valid.

 

 

Liability, Security & Insurance

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• Does the service include guarding or insurance for my bicycle or scooter?
  While we strive for maximum safety and have invested significant efforts in our security layers, no system can provide a 100% guarantee against determined criminal activity. Therefore, the stations do not constitute a guarding, supervision, or insurance service. Use of the facility is at the user's own risk, and responsibility for insuring the vehicle, equipment, and personal property rests solely with the user

 

• What happens if my vehicle is stolen or damaged while it is locked at a station?
  Despite the fact that we invest heavily in multi-layered security and strive for maximum safety, no system can provide a 100% guarantee against criminal activity.

Consequently, the company cannot accept liability for loss, theft, or damage, and the decision to use the station remains at the user's sole risk.

 

• Is it permitted to leave the vehicle at the station for an extended period or overnight?
  This depends on the specific station and location.
  Please check the applicable parking rules and time limits in the app or at the station before leaving your vehicle for an extended period or overnight.

Security Disclaimer: While we prioritize the safety of your property, please note that, like any parking facility, use is at the owner’s risk.

 

• Is there real-time monitoring or supervision of the stations?
  No. In some locations, video recording or surveillance measures may be in place for deterrence purposes and to monitor policy adherence only. There is no active guarding, continuous supervision, or personal monitoring of the vehicles.

 

• Can any electric bicycle or scooter be charged at the station?

While we support a wide range of devices, only electric bicycles and scooters complying with the specified voltage levels may be charged, as specified in the Terms of Use and in the instructions displayed on the station. If you are unsure about the compatibility of your vehicle or plugs or battery parameters, please refrain from charging.

 

• Is it permitted to charge other devices at the station?
  No. Charging devices other than electric bicycles or electric scooters is not permitted.

 

• Is my personal charger insured while inside the compartment?
  Your personal charger is stored in a locked compartment that can only be opened via the app at the end of the session, with a designated opening for the charging cable.
  However, while we take security seriously, no system can provide 100% protection against vandalism or criminal activity, and the charger is not insured.

 

• What should I do in the event of a malfunction at the station or during parking or charging?
  In the event of a malfunction, users may contact customer support as published in the “Contact Us” section via the application or by email. For reporting technical malfunctions at the stations only, you can also contact our dedicated WhatsApp channel at +972 51-552-1791

 

• Is charging at the station safe?

Yes. Please follow the instructions for use. The system is safe for charging electric bicycles and scooters at the voltages specified in the instructions displayed on the station. The stations are smart and advanced in terms of voltage identification, protection, management, and control, and they meet all required safety and physical international standards.

 

• Can the company access, track, or monitor my vehicle?

No. Charge&Lock does not install any tracking devices on personal vehicles and does not monitor or track their location.
The service only records the use of a specific station during an active parking session. Once the session ends and the vehicle is removed, no vehicle tracking is involved.

 

• How can I contact if I have a question or encounter a problem?
  You can reach the Charge&Lock customer support team through the following channels:

General Inquiries: Refer to the “Contact Us” section in the application or email us at info@chargeandlock.com.

 

Technical Support: WhatsApp channel (for technical malfunctions only) at +972 51-552-1791.

 

Please note that for your safety, official support communication via email will only come from verified addresses, and real-time chat tools are intended to provide direct assistance for station-related issues.