eBike FAQ: eBike Issues, Accidents, and Loss/Theft

What do I do if the eBike stops working while I'm on a ride?

If the eBike is having an issue but is still functioning, (example: dead battery but can be pedaled manually) you should immediately return the eBike to the appropriate HADCO eBike Lending Library location. If another eBike is available and not reserved, you may check out another eBike and restart your ride time.

If the eBike is not functioning and you cannot return it to your Library location, please properly lock the eBike and contact HADCO to report the issue. The HADCO representative will ask you for details about the malfunction, when it started happening, and where the eBike is located. It is your responsibility to arrange a ride back home as HADCO staff are unable to provide rides to non-staff members; this is because of our automobile insurance guidelines.

What do I do if I get in a crash while riding an eBike?

Responding to a Crash
At the Scene of a Crash After Leaving a Crash Site

  1. Check for injuries first. If someone is injured, call 911. 

  2. Ask the other parties involved for their information. 

    • Use the DMV Crash Information Exchange Checklist and the DMV Traffic Crash and Insurance Report (posted below) to help document the necessary information. 

  3. If there are injuries or the damage is more than $2,500, the Traffic Crash and Insurance Report must be submitted to the DMV within 72 hours. 

    • Filing a police report does not take the place of filing the Traffic Crash and Insurance Report. 

  4. Don't discuss fault immediately after the incident. 

  5. Get information from witnesses, including passengers.

  6. Give your name and address to the other parties involved. 

  7. Document the scene with photos or video, if possible. 

  8. If needed, call the police to take a report at the scene.

    • It is recommended to call police to the scene if you're having trouble getting information from the parties involved and/or witnesses. 

    • It is recommended to call police to the scene if the other party involved is an uninsured or unlicensed motorist.

  9. If the eBike is damaged, it should be properly secured near the crash area so that HADCO can arrange to pick it up. Only operate the eBike if there is no obvious damage and the eBike functions correctly. It should still be returned to HADCO immediately. 

    • HADCO staff are unable to provide rides home if an eBike is not working properly; this is because of our automobile insurance guidelines. Participants will need to arrange their own ride home from the crash site. 

  1. Contact HADCO to report the crash. 

    • If the eBike was left near the scene, provide the exact location of the eBike so it can be retrieved. 

    • HADCO will ask for a copy of the DMV Traffic Crash and Insurance Report or ask you to fill out a HADCO eBike Traffic Incident Report (posted below). 

  2. Arrange to email or bring in photos and/or video taken at the scene. 

  3. Provide a copy of the police report if one was taken. 

  4. Seek medical attention if injuries surface after leaving the scene of the incident. 

  5. Be sure to update HADCO if any information changes or if injuries surface after providing the initial report. 

  6. If you have insurance that covers you when using a HADCO eBike, report the crash to your insurance company. 

    • The insurance company may ask for a copy of the police report.

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How do I report a missing or stolen eBike?

If an eBike is missing or stolen during your ride, you should first contact the local police to file a police report. Next, contact HADCO to report the missing or stolen eBike. An eBike will automatically be reported as stolen if it isn't returned within 12 hours of your ride start time. When contacting HADCO, you will be asked to complete and submit an eBike Loss/Theft Report (posted below).

Please keep in mind that you may be responsible for the replacement cost of the eBike if HADCO finds that the eBike was not properly secured or if another person was allowed to use it during your ride. It is your responsibility to arrange a ride back home as HADCO staff cannot give rides to non-staff members; this is because of our automobile insurance guidelines.

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