Users Agreement and Terms and Conditions of Service

Customer Service

Last Update: March 2023


  1. Preamble and Contractual Partner
    1. Lime was founded on the simple idea that all communities deserve access to smart, affordable mobility. We want to help to make this idea a reality. We are continually evolving our offerings. As of the date above, they include the rental of electric and non-electric bikes and electric scooters.

    2. In Austria, your contractual partner is: Lime GmbH (Commercial Court of Vienna, FN 496327 v), Biberstraße 22, A-1010, Wien, +1 (888)-546-3345, [email protected].

  2. General Provisions and Subject of the Contract
    1. In this user agreement ("Terms"), we refer to the vehicles we offer for rental (electric and non-electric bikes and electric scooters) as a "Product" or all of them collectively as "Products". In addition to the provision of our Products, our services include our mobile application (the "App") and our website (collectively, our "Services").

    2. Through our app, you can conclude short-term rental contracts for our Products with a maximum duration of up to 1.5 hours with us.

    3. These Terms govern your use of our Services, including the short-term rental contracts for our Products.

    4. Our Services are only available to persons who are at least 18 years of age. The use of our Services is not permitted for commercial purposes (e.g. commercial deliveries, advertising) without our prior consent.

  3. Your Lime User Account
    1. During the registration process, you will be asked to provide us with information that is required to set up your account and to choose a password.

    2. The provision of this information is necessary in order to provide the Services to you. The information you provide us during the registration process must be correct and kept up to date. Create a username and a strong password and don’t share either with anyone – your account is personal to you and not intended for anyone else.

    3. You may only create one account.

  4. Using the App and renting our Products
    1. Before the conclusion of a short-term rental contract, the map in the App will show you the designated operating area within which the use of our products is possible and parking is permitted ("Operating Area"). You can use the App to locate, reserve and rent our available Products within the Operating Area.

    2. By pressing the dedicated button in the App, you send us a legally binding request to rent the selected Product. By unlocking and activating the Product, we accept your request to rent the selected product and a legally binding rental contract is concluded which starts immediately.

    3. You can terminate a rental contract at any time by pressing the dedicated button in the App. The Product will then be deactivated and locked. The termination of the rental contract will be confirmed to you in the App. If the confirmation does not work as desired (e.g. due to poor internet connection), please contact us using the contact details in Section 1 so we can resolve the issue.

    4. Before the termination of the rental contract, the rented Product must be parked within the Operating Area.

  5. General Rules When Using Our Products
    1. It is not permitted that you:

  • carry any items that impair your ability to safely use our Products, such as bulky items, items that impair your vision or items that you have to hold with your hands (e.g. a briefcase or a shopping bag), while using one of our Products;

  • exceed the maximum weight limit of our Products according to Section 5.7;

  • are under the influence of alcohol, drugs, or medication that impair your ability to safely use our Products, while using one of our Products;

  • transport other people or animals with our Products;

  • lock up any of our Products with a lock that isn’t ours, because then we can’t unlock it;

  • transport our Products with another vehicle (e.g. in a car);

  • leave a Product outside the Operating Area or in a manner or location which we can’t access (e.g. areas not accessible to the general public such as private parking garages) after your rental;

  • make any modifications or repairments on our Products, including adding or removing stickers or branding;

  • use a product on unpaved roads or drive through large amounts of water (except rain-soaked roads); or

  • undertake races, mountain riding, stunts or trick-rides with our Products.

  1. Weight Limitations. Our Products have weight limitations – 136 kg for all Products and 6,8 kg for cargo in a bike’s front basket. Please bear in mind that cargo you carry (e.g. items in your backpack) adds weight to your own body weight and must also be taken into account considering the weight limitations for the Product.

  2. Damage to the Product. Other than normal wear and tear, you are required to return (meaning locking up and deactivating) a Product at the end of your rental in the same condition in which you received it. If you negligently or intentionally damage it or negligently or intentionally fail to properly return it and damage occurs, you’ll be responsible for the associated costs. These may result in costs of up to EUR 460 for bikes and up to EUR 1,340 for scooters. The specific amount is based on the actual costs incurred by us for the repair or – in case the repair is impossible or economically unreasonable – the present value of the relevant Product.

  3. Rental Periods. The maximum rental period for a Product is 1.5 hours. You need to return it within that time period.

  4. Product Pick-Up. The Operating Area, and whether you are in it, is displayed in the Lime App at all times. If you are culpably unable to return a Product to the Operating Area or to an area not accessible to the general public within the Operating Area (for example, you have to leave it on private property, in a locked community or an otherwise unreachable area) at the end of your rental, and we have to pick that Product up and return it to the Operating Area, we will charge you for the damage caused by you in an adequately causal, unlawful and culpable manner.

  5. Accidents and Theft. You must report any accident or crash that damaged the Product during your rental. You must also inform us if a Product rented by you was stolen during your rental.

  1. Payment

We will charge you according to the prices and price calculation applicable prior to the beginning of each rental as displayed in our App. Our pricing is inclusive of taxes and other applicable governmental charges.

  1. Tickets, Fines and Towing

If you culpably receive a ticket or a fine while using our Products or culpably cause a Product to be towed or impounded, you’ll be responsible for the associated costs. You must bear all costs incurred by your culpably unlawful use of the Product. This includes, for example, administrative fines, towing costs, or costs incurred by us for local re-parking. If we become aware of such an issue, we will inform you immediately so that you can help to clarify the situation and avoid unnecessary costs.

  1. Term and Termination
    1. These Terms are concluded for an indefinite period of time.

    2. You may terminate your user account and therefore these Terms at any time and without prior notice. Before terminating your user account, terminate any current rental.

    3. We may terminate your user account and therefore these Terms at any time with one months' notice via email.

    4. We may terminate your user account and therefore these Terms for good cause with immediate effect. A termination for good cause is justified if you violate any material provisions set out in these Terms or by law, that cause us to lose our trust in you as a trustworthy contractual partner and if you fail to refrain from such violations despite a prior warning or fail to remedy consequences of such violations. Such violations include, for example, damaging our Products through gross negligence or willful misconduct, repeatedly leaving our Products outside the Operating Area (see Section 4.1), using our Services for commercial purposes, or knowingly providing incorrect information or concealing facts during the registration process or in the course of the contractual relationship and we therefore cannot be reasonably expected to continue our contractual relationship with you. Termination for good cause by us will only take effect after the end of any current short-term rental.

  2. Intellectual Property
    1. Our Limited License to You. Subject to these Terms, we grant you a limited, non-exclusive, non-sublicensable, revocable in accordance with Section 8 (termination), non-transferable license to access and use the App on your personal device solely for your use of our Services upon completion of the registration process and creation of your user account. Such rights are for your personal, noncommercial use only. You are not allowed to copy, modify, distribute, sell or lease any part of our Services or included software, nor may you reverse engineer or attempt to extract the source code of the Services or software.

    2. Ownership. The Services are our exclusive property, and your use of them does not transfer any ownership rights to you. Using our Services does not give you ownership of any intellectual property rights in our Services or the content you access, and except for the limited license granted to you in Section 9.1, all rights therein (including all intellectual property) belong to us or our licensors. These Terms do not grant you the right to use any trademarks, branding or logos used in our Services, including in any advertising or publicity or to imply our endorsement in any way.

  3. Requests and Complaints; Online Dispute Resolution Platform
    1. For every request or claim regarding our Services, you may consult our Help page. If you need further help or if you have a complaint, you can submit it directly to us using the contact details provided in Section 1 or at the following email address: [email protected].

    2. The European Commission provides a platform for online dispute resolution, which can be found at We are not obliged to participate in dispute resolution proceedings before a consumer arbitration board and do not participate voluntarily.

  4. Final Provisions

If any provision of these Terms is held to be invalid or unenforceable, that provision shall be struck, and the remaining provisions shall be enforced to the fullest extent. Our failure to enforce any right or provision in these Terms shall not constitute a waiver of such right or provision.

End of the Terms

Information on the Right of withdrawal for Short-Term Rental Contracts

Right of withdrawal

You have the right to withdraw from the contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right of withdrawal, you must inform us (Lime GmbH (Commercial Court of Vienna, FN 496327 v), Biberstraße 22, A-1010, Wien, +1 (888)-546-3345, [email protected]) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

If you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated us your withdrawal from this contract, in comparison with the full coverage of the contract.

Model Withdrawal Form

To Lime GmbH (Commercial Court of Vienna, FN 496327 v), Biberstraße 22, A-1010, Wien, +1 (888)-546-3345, [email protected]:

I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract contract of sale of the following goods(*)/for the provision of the following service(*):

Ordered on(*)/received on(*):

Name of consumer(s):

Address of consumer(s):

Signatures of consumer(s) (only in case of notification on paper):


(*)Delete as appropriate.