Frequently Asked Questions
Your questions, answered
Choosing the right bike
No worries! When you make your reservation, we’ll ask for each rider’s height. This allows us to prepare the bike that best fits your body type.
A mountain bike (MTB) is designed for rough terrain: wide knobby tires, more substantial suspension, and a more athletic riding position. It’s suitable for uneven surfaces such as forests or rocky paths.
A hybrid bike is more versatile and comfortable for long distances. It performs very well on roads, cycle paths, and stabilized trails. It’s fully equipped for touring (rear rack, mudguards, lights, upright position): the perfect choice for bikepacking and long-distance cycling.
👉 Notable exception: the Canal du Midi
Some sections of this route are still very uneven (roots, ruts, mud). On this itinerary, a mountain bike can be a good option, especially in wet weather. That said, the hybrid bike remains perfectly suitable for riders who prefer a more comfortable position, as long as they’re okay with a bit more bumpiness in certain areas.
On average, our electric bikes have a range of about 80 km per charge.
This may vary depending on several factors, including the assistance mode selected:
In eco mode, the range can reach up to 100 km.
In turbo mode, it may drop to around 60 km.
Terrain (elevation, wind, load) and your pedalling style also influence the range
Paulette accessories
Yes, most of our bikes are equipped to make bike touring easier:
✅ All our MTB, hybrid, tandem, Allroad and electric hybrid bikes come with a luggage rack for carrying panniers.
✅ Classic MTB and hybrid bikes, as well as tandems, also have a bottle cage.
⚠️ Electric hybrid bikes and AllRoad models may or may not have a bottle cage, depending on the model. Feel free to contact us if this is important for you.
🚫 Children’s bikes are not equipped with a luggage rack or a bottle cage.
🚫 Transporting animals in child trailers is strictly prohibited, for safety and comfort reasons.
✅ However, we do offer a trailer specifically designed for animals (medium-sized dog). It is ventilated, comfortable, and secure.
Contact us before making your reservation to check availability and compatibility with your itinerary.
Yes, to ensure you can set off with peace of mind, each rental includes:
– a helmet
– a lock
– a repair kit consisting of an inner tube, a pump, and tire levers
All this equipment is provided to you on the day of departure at the agency.
Booking terms
You can book online on our website or directly in one of our agencies.
If you book online, you have two options:
– Pay a 20% deposit at the time of booking, then pay the remaining balance in the agency on the day of departure.
– Pay the full amount online for added convenience.
In all cases, your booking is confirmed as soon as the deposit or full payment is received.
You can cancel your reservation free of charge up to 48 hours before departure.
After this deadline, we will refund 80% of the total amount.
Once the bikes have been picked up at the agency on the day of departure, no refund is possible, even in the event of an early return.
When you make a booking that requires validation, we manually review it within 48 hours to ensure the availability of the bikes and accessories you requested.
If everything is available, you will receive a final confirmation email.
If we are unable to fulfill your request, the full amount you paid will be refunded in full.
This validation period ensures the quality and reliability of our service.
Absolutely! You can return the bike to another agency or to one of our drop-off points, whichever is most convenient for you.
Just let us know when you make your reservation so we can arrange the logistics accordingly.
If your drop-off agency is different from your departure agency, no worries: you’ll find all the addresses and contact details for our agencies and drop-off points in the “Our Agencies” section on our website.
The exact return address will also be provided in your confirmation email and on your rental contract.
No, we do not offer home delivery or delivery outside our agencies.
All rentals must start and end at our agencies or drop-off points to ensure a secure service and a perfectly prepared bike.
You can rent a bike for as little as 4 hours, for a full day, or for several days depending on your plan.
Our rates are decreasing: the longer you rent, the lower the daily price. Whether you’re heading out for a short ride or a multi-day cycling adventure, we have an option that suits your needs!
Our prices vary depending on several factors: the type of bike, the accessories you choose, the duration of the rental, the time of year, and any additional services.
We therefore do not offer a single fixed price list.
The easiest way to check your rate is to simulate your booking directly on our website:
👉 https://paulette.bike/reservation/
You’ll receive an accurate, personalised quote in just a few clicks.
No, our accessories (panniers, trailers, baby seats, etc.) can only be rented together with at least one bike.
Payment and security deposit
Online, payment is made by credit card through a secure platform.
In the agency, you can pay by credit card or in cash.
We do not accept checks or holiday vouchers.
No, we do not accept cheques as a means of payment, either online or in our agencies.
No, we do not accept holiday vouchers, either online or in our agencies.
Yes, a security deposit is always required, in the form of a credit card pre-authorization.
⚠️ You must present a physical bank card on the day of departure. Virtual or contactless cards cannot be used for the pre-authorization.
No amount is charged, unless equipment is damaged or not returned.
In accordance with our General Rental Terms and Conditions, a credit card pre-authorization is performed on the day of departure. The amount of the deposit varies depending on the type of bike rented, the accessories selected, and the optional coverage you choose.
|
Rented Equipment |
Security deposit amount per bike (€) |
|---|---|
|
E-bike |
1000 |
|
Tandem |
350 |
|
Hybrid bike (VTC) or mountain bike (MTB) – adult |
200 |
|
Kids MTB |
100 |
|
Luggage trailer |
100 |
|
Child trailer |
100 |
Yes, a valid form of identification (ID card, passport, or driver’s license) is required on the day of departure.
It is necessary to finalize your rental contract and process the security deposit.
The balance of your reservation is due on the day of departure, directly in the agency.
You can pay by credit card or in cash.
On the day of your departure, we go through two simple steps together:
Signing the rental contract, which includes all the details of your booking.
Checking and validating the condition of the bikes using a dedicated inspection form completed with you.
These steps ensure complete transparency and peace of mind before you set off.
Assistance and guarantees
Our customer service is available Monday to Friday, from 9:30 a.m. to 12:00 p.m. and from 2:00 p.m. to 6:30 p.m.
On weekends, if needed, your departure agency will take over to assist you.
The contact details for each agency are available in the “Our Agencies” section on our website.
– ZeroDamage Guarantee
You are covered for material damage to the rented bikes.
👉 No fees will be charged when you return the bikes, provided they have been used under normal conditions.
– ZeroWorry Guarantee
You are covered for both damage and theft of the rented bikes.
👉 In case of theft, only a deductible equal to 10% of the bike’s value will be charged.
⚠️ Accessories (panniers, trailers, locks, helmets, etc.) are not covered by these guarantees.
If they are lost, stolen, or damaged, their full value will be charged.
No, we do not provide on-road assistance services (such as breakdown support or recovery).
However, if you encounter any issue, you can call our team at +33 5 61 53 29 06.
We will do everything we can to assist you remotely and find a solution suited to your situation.
Paulette routes & itineraries
Oui ! Nous mettons à votre disposition une sélection d’itinéraires à réaliser en autonomie, adaptés à différents niveaux et durées.
You can browse them on our website, in the “Your Route” section, to find inspiration and plan your cycling trip with complete freedom.
No, we do not offer organized trips or guided tours.
Paulette focuses exclusively on self-guided bike rentals, so you can travel freely at your own pace.
Bike sales and repairs
Yes, our Paulette agencies have a repair workshop.
This is the case in Paris, Lyon, Bordeaux, Nantes, Tours, and Toulouse, where we can service your bike, subject to parts availability.
Feel free to call us in advance to schedule a visit — we’ll do our best to take care of your bike as quickly as possible.
Yes, at the end of each season, we offer a selection of bikes from our fleet for sale. It’s a great opportunity to purchase a well-maintained, ready-to-ride bike at an attractive price.
👉 Feel free to call us to find out which models are available and how to purchase them.
Yes, we are authorized dealers for three French electric bike brands:
– Starway
– Voltaire
– Gaya
You can find these bikes and get advice in the following agencies:
Starway: Toulouse, Nantes, Bordeaux, Paris, Lyon
Voltaire: Bordeaux, Nantes, Paris, Toulouse
Gaya: Tours, Lyon
👉 Feel free to contact the relevant agency to check which models are in stock or to arrange a test ride.