Terms of Service - eMoped

Last update August 3, 2022

Created by Londoners for Londoners, we are called HumanForest because that’s our vision of what our great city will become. As a tree helps remove CO2 from the atmosphere, people opting to make their journey on a HumanForest vehicle help lower carbon emissions in London. Working together, trees and people can drastically reduce the amount of CO2 in the air – they become, in essence, a HumanForest.

Our eMopeds are electric and green. We are here to compete with the car and complement London’s public transportation network. It is our hope that you leave your car at home and take a HumanForest eMoped instead.

These terms form a contract between Human Forest Limited trading as 'HumanForest' (HumanForest, we, us and our) and you. They govern your registration and use of our eMopeds (Services), which are accessible on humanforest.co.uk (Site) and/or through any web or mobile application we provide (Application), as well as your use of the Site and Application themselves. For clarity, the Services and these terms do not cover HumanForest eBikes, for which separate terms apply. By accepting these terms and using the Services, you accept and agree to comply with these terms, as amended from time to time. These terms were last updated in August 2022.

If you do not accept all or any of these terms, then you are not authorised to use any of HumanForest's eMopeds. In particular, you acknowledge and agree that:

  • You can only use our eMopeds for delivery purposes and, under no circumstances, for personal use.
  • If you do use the eMopeds in a way which is contrary to these terms, we may ban you from using the Services, Site and Application.
  • We have arrangements with certain organisations that give you access to discounted prices for hiring eMopeds. Please be aware that despite this, you are still renting the eMoped from us (not the organisation) and the eMoped is not a company vehicle.
  • Registering with us does not mean you have to rent an eMoped, or that you will always be able to access an eMoped when you need it. It just means you will have the option to rent an eMoped as and when you need, provided you do so in accordance with these terms and  that an eMoped is available to you at the time.

If you have any questions regarding these terms, please contact us using the details below.

To use the Services, you must first register and set up an account with us by completing the account registration form available on the Application. You only need to register once but from time to time we may need you to update your details. For example, when your driver’s licence reaches its expiry date you will need to register a new driver's licence before you can continue using the Services. If you have a Compulsory Basic Training (CBT) certificate, when it reaches its expiry date, you will need to re-apply with your new, valid CBT certificate and update us of this accordingly.

To register, you must satisfy all of the following minimum eligibility criteria:

  • You must be at least 21 years old.
  • You must hold at least one of the following licences: (1) A provisional or a full driver’s licence with a valid CBT certificate or a full motorcycle licence; or (2) A British driver’s licence issued before 1st February 2001.
  • If you do not have a UK driving licence, you must comply with the legal requirements for driving in the UK on a foreign licence. You must also have a CBT licence.
  • Your driving record must have:
  • Your driving record must have: (1) no major convictions in the last five years; (2) no major violations in the past three years; and (3) no alcohol or drug related violations in the past seven years.
  • Your driving record must have:
    • No major convictions in the last five years; Major convictions include:

      • Theft or unauthorised taking UT
      • Drink or Drugs DR or DG
      • Dangerous Driving DD
      • Driving whilst disqualified BA
      • Driving whilst uninsured IN
      • Accident Offences AC
      • Careless Driving CD
      • Licence Offences LC30-50
      • Miscellaneous MS50-90
      • Mutual Recognition MR
      • Special Code/Totting Up TT
      • CU50 (Causing or likely to cause danger by reason of load or passengers)
    • No driving ban in the past 4 years;
    • No more than 2 minor convictions in past 4 years;
    • No more than 6 penalty points in past 4 years.
  • You must confirm that you will only use the Services for delivery use only and not personal use.

You are responsible for ensuring that you satisfy all of the eligibility criteria before choosing to register with us. By registering, you are confirming to us that you meet all the eligibility criteria. If you do not meet these criteria, you may not use the Services. You must contact us promptly to notify us if you no longer satisfy all the criteria above.

To register, you must give us accurate, complete and up-to-date contact information, including your name, address, mobile phone number, date of birth, gender, email address, a valid debit or credit card (Payment Card) and proof of eligibility to drive an eMoped including a copy of your personal driver's licence (front and back) which we will verify using face recognition software and a copy of your CBT (if applicable). One Payment Card, phone number and email address are allowed per account.  You are responsible for any information you provide to us. You must promptly update your account within the Site/Application if your details change.

If you do not have a UK driving licence, we may (at any time) require you to demonstrate compliance with the licensing laws of the issuing jurisdiction of residence and/or impose further policies regarding the obligation to be licensed in your jurisdiction of residence.

Registration is subject to approval by us in all cases, and we reserve the right, in our sole and absolute discretion, to decline any application for registration, without giving a reason.

If we approve your registration, you will receive a notification email from us and you will be approved to start using the Services. You will be responsible for paying all costs, including eMoped rental and costs associated with your use of the Services e.g., toll charges and fines.

We reserve the right to request additional information, such as a copy of a passport or proof of address at any time to ensure you are meeting the requirements above.

We reserve the right to carry out checks (including checks with credit reference agencies) for the purposes of confirming your identity and to establish your creditworthiness. By agreeing to these terms, you agree to our doing so.

We take fraud seriously, both for your protection and ours. If we suspect that any information you have provided to us is inaccurate, incomplete or fraudulent, we may suspend or terminate your account if and until the issue is resolved. During that time, you will lose access to our Services, Site and/or Application, either temporarily or permanently.

Upon registration for an account with us, you will be asked to enter your email address and create a password. You must keep these details confidential at all times and use them only to access and use your account and not for any other purpose. You are the only authorised user of your account and, accordingly, you must not disclose these details to anyone else. You must contact us immediately upon discovering any unauthorised use of, or error with, your account. Any breach of these terms and/or any use of your account by anyone to whom you disclose your account login details will be treated as if the breach or use had been carried out by you and will not relieve you of your obligations to us. If this happens, we may in our discretion close your account and you will be responsible for (a) any charges and costs incurred in connection with that unauthorised use; and (b) any loss, damage or liability caused out of or in connection with the unauthorised use.

Passwords are our property, and we reserve the right to alter or replace them, or require you to do so, at any time in our sole discretion.

HumanForest will delete your account upon termination of your account. You will no longer be able to access the Service.

The Services are described on the Site and Application. We warrant that the Services will substantially conform to the relevant description on the Site/Application and will be provided with reasonable care and skill.

You must use the Application to locate, unlock, rent and lock our available eMopeds.

There are designated areas where you can collect and leave your eMoped, which can be identified in the Application (Permitted Parking Areas). We use reasonable endeavours to ensure that our eMopeds are available within the Permitted Parking Areas. However, we cannot guarantee the availability of eMopeds for hire from any particular Permitted Parking Area (or otherwise) and for supply and related reasons we reserve the right to accept or reject your reservation requests.

To maintain and protect HumanForest's eMopeds and help prevent and detect crime, we may use electronic devices to monitor the condition, performance and operation of our eMopeds and/or to track the movement of our eMopeds. This information may be used both during your trip and after the termination of it.

By creating an account and registering with HumanForest, you acknowledge and agree that you are solely responsible for all use you make of the Services, and agree to comply with these terms and conditions and the rules for using the Services, Application and Site.

You must:

  • only use our eMopeds for delivery purposes, and under no circumstances for personal use;
  • only hire one eMoped at any one time and it can only be hired by you;
  • be at least 21 years old (or any older age legally required under local law to bind yourself legally to these terms);
  • be able to, and you must, operate the eMopeds in a safe and competent manner and be physically able to do so (see Safety);
  • conduct basic safety checks of our eMopeds before starting your trip (see Safety);
  • wear a helmet that complies with British standards (see Helmet); 
  • ride responsibly, taking into account weather conditions, traffic, road congestion and other factors. You understand that adverse weather conditions can impact safety and you must be able to, and you must, respond accordingly (for example, adjusting your braking distance in the rain). This may also mean not using our eMopeds at all. Note that we do not provide routing directions or advice, so the route you choose is up to you;
  • treat our eMopeds as if they were your own and with due care;
  • return the eMoped clean and in the same condition you found it;
  • familiarise yourself with, and comply with, local law governing your use of the eMopeds, including laws governing the use of footpaths, pavements, cycle lanes and parking;
  • report any accident, crash, damage, personal injury or a stolen or lost eMoped to us as soon as possible. If an accident involves personal injury, property damage or a stolen eMoped, you must file a report with the police authorities within 24 hours;
  • ensure your phone has adequate battery charge so that you can access the Application in order to end your trip and return and lock the eMoped. You will not be able to end your trip without access to the Application. Trips that have not been ended correctly are classed as abandoning the eMoped (see Abandoning your eMoped); and  
  • place the eMoped within a Permitted Parking Area at the end of your trip. You will incur charges if you do not (see Charges).

You must NOT:

  • use the eMopeds for personal use, including for social, domestic, pleasure, commuting, sightseeing, travel and shopping purposes;
  • cause any public disruption or obstruct or block any pedestrian traffic, footpaths or pavements whilst using the Services;
  • use or park the eMoped off road or on unpaved roads, pavements, private property or other areas for which the eMoped is not suitable;
  • use the eMoped for motorsport events or any form of racing, whether or not on public roads or on racetracks, circuits and the like, or to practise for doing so, or to participate in speed driving or competitions, regularity driving, agility driving or competitions;
  • ride our eMopeds under the influence of alcohol or drugs - this is strictly prohibited;
  • provide HumanForest and/or related third parties with any false information;
  • use the eMoped basket to store, hold or transport anything weighing more than 4.5kg;
  • rent out the eMoped or share the eMoped with others in any way;
  • allow any other user to use the eMoped whilst it is on hire by yourself;
  • give, lend or sell your account details to any other person or entity or otherwise allow any other person to access your account at any time (including any discounts you receive);
  • carry any passenger (including pets) at any time, regardless of whether you are qualified to do so - only you alone can use the eMoped;
  • use the eMoped for vehicle testing, driving lessons, or commercial passenger transport;
  • use the eMoped to convey highly inflammable, toxic, or otherwise dangerous substances in so far as these significantly exceed normal household quantities;
  • take the eMoped beyond the Permitted Zone. This area will be clearly marked in the Application. The edge of the Permitted Zone may include a low-speed zone, where the speed of the eMoped is limited. HumanForest reserve the right to lower the speed of the vehicle in these areas and is not liable for any damages caused from this;
  • leave the eMoped in a private space or private land (except where HumanForest has an agreement with the private landowner) where other users cannot, or will find it difficult to access;
  • tamper with, vandalise or try to gain unauthorised access to the Services, Application or Site, including by removing or changing any content of the Site or attempting to circumvent security or interfere with the proper working of the Site or the servers on which it is hosted or seeking to store content of the Site on a server or other storage device connected to a network or create an electronic database by systematically downloading and storing all of the content of the Site;
  • create links to the Application or Site from any other website, without our prior written consent;
  • republish, redistribute or re-transmit the Application or Site or copy or store the Application or Site other than for your use as permitted by these terms and as may occur incidentally in the normal course of the use of your browser or mobile device;
  • use the Service, Application or Site in a way that might damage our name, brand or reputation or that of any of our affiliates;
  • use our Services, the Application or the Site in connection with the violation of any law; and
  • and not allow anyone else to, use your account, the Services, Application or Site to: (a) access or attempt to access any Service which you have not purchased; (b) interfere with or disrupt the provision of any Service, the Application or the Site or use any Service, the Application or the Site in a way that interferes with anyone else’s use of any Service, the Application or the Site; (c) further any criminal or fraudulent activity or to impersonate another person; (d) breach the rights of any person (including, but not limited to rights of privacy and intellectual property rights); and (e) breach of any acceptable use guidelines that we may issue from time to time.

The Application and Site may, from time to time, include links to external sites, which may include links to third party offers and promotions. We include these to provide you with access to information, products or services that you may find useful or interesting. We are not responsible for the content of these sites or for anything provided by them and do not guarantee that they will be continuously available. The fact that we include links to such external sites does not imply any endorsement of or association with their operators or promoters.

We work hard to keep our eMopeds in good condition, but they are subject to frequent use. You must perform a safety check on our eMopeds before use, including checking the following:

  • Is the eMoped's general condition (wheels, tires, etc.) appropriate for use?
  • Do the eMoped's brakes and lights work?
  • Is there a helmet with the eMoped and is it in good condition?
  • Are the seat, dashboard display and top box properly attached?
  • Is the battery sufficiently charged to complete your journey?
  • Is there any other sign of damage, unusual or excessive wear or is maintenance needed?
  • Are you wearing an appropriate helmet?

If your safety check finds that there is a deficiency or fault with the eMoped, it is not working properly or requires maintenance, please do not use it, find and use an alternative one of our eMopeds and contact us as soon as possible so we can rectify this. If you notice any of these or other issues in one of our eMopeds during your trip, please stop your trip as soon as you safely can and contact us as soon as possible so we can rectify this.

Please note that if you fail to report any of these or other issues in one of our eMopeds at the time, it may mean the fault will be attributable to you (including requiring that you meet any associated costs). Please report any issues to us as soon as you can.

We regularly conduct a thorough cleaning and sanitising of our eMopeds. However, we recommend that you wipe down the surfaces of the brakes and handlebars and wear gloves whilst riding. If we are notified of an eMoped being ridden by a user with Coronavirus, the eMoped will immediately be taken out of service and fully sanitised. Only after three days will it be returned to service.

British law requires you to wear an appropriate helmet at all times while using our eMopeds. You will find a HumanForest helmet in the top box of the eMoped, which you must use whilst riding unless you are using your own. If you are using your own the safety helmet must meet British safety standards. You must fit and fasten your helmet properly at all times whilst riding and eMoped. If, for any reason, you don't find the HumanForest helmet in the top box, you must not use the eMoped unless you wear an appropriate helmet of your own. Helmets and other protective gear are no guarantee against personal injury risk. If you choose not to wear a helmet and are injured or cause damage or loss, you chose to take, and are responsible for, that risk. We are not responsible for how you ride the eMoped (unless something we did was the actual cause of such injury). For the purposes of these terms, "eMopeds" and "Services" include the HumanForest helmets.

Your safety is the most important thing for us. We ask that you ride our eMopeds with care, treat them like your own and be mindful of your surroundings. Doing all that, we are confident that your riding experience will be a great one! This means you must not carry any other people, animals or personal items (like a bag, unless it is stored appropriately in the top box), or use any device (like a mobile phone or another portable device) if they impair or hinder your vision, hearing or safe use of eMoped (for example, you must not text or listen to music while using our eMopeds). There will not always be a designated place for you to ride so please be cautious when riding around cars and other traffic (we are not responsible for the actions of drivers).

Once you have registered and set up an account with us, you can start hiring eMopeds (or ordering other Services). See the remainder of this Clause 8 for how to do this.

Once your daily free 5 minutes of driving has expired, you will be charged £0.20 per minute whilst pausing or minutes will be deducted from your bundled minutes (if applicable and which you can check in the Application). You will also be charged a cost of £0.19 per kilometre for users that are between 21 and 25 years of age and a cost of £0.14 per kilometre for users over 25 years of age.

To start a "Hire Period" you must scan one of the QR codes displayed on the eMoped or choose one of the eMopeds within the Application; confirm that you will only use the eMoped for delivery purposes on the pre-ride toggle; and then slide the “Slide to reForest” button to start your Hire Period.

When you start a new Hire Period, you are making an offer to us to hire and pay for that eMoped for the Hire Period subject to the terms and conditions in these terms. All offers are subject to acceptance by us. We are not obliged to accept your offer and may, at our discretion, decline to accept any offer for any reason. You do, however, acknowledge that by sliding the “Slide to reForest” button to start your Hire Period, you enter into an obligation to pay for the Services in accordance with these terms. When we accept your offer, we will confirm such acceptance by sending you a confirmation of your order (Order Confirmation) via a message in the Application or notification. The contract between you and us in relation to that Hire Period (Contract) will only be formed when we send you the Order Confirmation. We will also be able to access any Contract in your Application.

If you are ordering Services other than hiring an eMoped: the Services may be ordered by clicking on the Service you wish to purchase and then following the prompts that will appear on-screen on the Site/Application. You may check and correct any input errors in your order up until the point at which you submit your order to us. Your order constitutes an offer to us to purchase the ordered Service(s) subject to the terms and conditions of these terms. All orders are subject to acceptance by us. We are not obliged to accept your order and may, at our discretion, decline to accept any order for any reason. You do, however, acknowledge that by clicking on the order in the manner described above, you enter into an obligation to pay for the Services. When we accept your order, we will confirm such acceptance by sending you a confirmation of your order (Order Confirmation) via a message in the Application or notification. The contract between you and us in relation to the Service(s) ordered (Contract) will only be formed when we send you the Order Confirmation. We will also be able to access any Contract in your Application.

Depending on your location, during your Hire Period, you may pause your Hire Period by touching the pause icon in the Application. The Application will indicate where you can and cannot pause your Hire Period which will depend on your position. 

When you wish to pause your ride and park the eMoped, you must follow the parking rules of the individual Council and pay the necessary parking charges (if any). We encourage you to use solo motorcycle parking bays which are free of charge, where possible. You can only park in parking bays that have enough parking space to safely fit your eMoped. Parking bays on private land may have a maximum number of spaces for eMopeds and under no circumstances may this be exceeded.

All parking charges incurred while pausing your trip are your responsibility. 

Once your daily free 5 minutes of driving has expired, you will be charged £0.20p per minute whilst pausing or minutes will be deducted from your bundled minutes (if applicable and which you can check in the Application).

As a safety feature, each eMoped will immobilise itself after five minutes of inactivity during a Hire Period. If this happens, to re-activate the eMoped, simply pause and un-pause your ride. If the eMoped was already on pause, you can un-pause it. Please note this does not impact the section titled abandoned, lost or stolen eMopeds

To successfully end your trip and end your Hire Period, you must: 

  • return the eMoped to one of the Permitted Parking Areas identified in the Application (shown as a blue box) in accordance with the process below; and 
  • select the “End” button in the Application, after which the eMoped will lock automatically. Please be aware that you MUST use the Application to lock the eMoped. 

You are responsible for ensuring the Hire Period has correctly ended.

You will not be able to return and lock your eMoped and end the trip unless you are in one of the Permitted Parking Areas. If you attempt to do so, you will receive a notification via the Application. If you do not return the eMoped to a Permitted Parking Area and lock your eMoped in accordance with these terms, you will be treated as having abandoned the eMoped (see abandoned, lost or stolen eMopeds).

When you wish to end your ride and park the eMoped in a Permitted Parking Area, you must do so in a solo motorcycle bay, or a shared use bay, or a pay and display bay that is not a pay and display only (shopper) bay. You can only park in parking bays that have enough parking space to safely fit your eMoped.  

Permitted Parking Areas will have space for multiple vehicles including our eMopeds, and you must safely park within these boundaries without exceeding them or endangering other vehicles. Permitted Parking Areas are on public land unless we have an agreement with the private or business property owner and the Application clearly identifies this as a place you can park.  Other than this, you cannot park an eMoped on private or business property (for example car parks or back yards). This prohibition also applies to car parks intended for customers of shopping centres, supermarkets, restaurants, etc. The eMopeds must always be left in a position that is accessible to all other riders when you are not using it. Any user found to have incorrectly parked, exceeded the safe number of vehicles in any parking area, or presented a danger or hindrance to others may be liable to a fine and/or their account being blocked.

Please don’t lock up any eMoped with a lock that is not ours. This means we cannot unlock it and may charge you a fee of up to £250 depending on our costs incurred in unlocking any eMoped due to your actions.

If you abandon an eMoped, you will continue to be charged per minute at the standard rates. 

eMopeds which are left stationary without pause for over 60 minutes during a Hire Period will be treated as having been abandoned. eMopeds which are left on pause for over 12 hours will also be treated as having been abandoned. In both cases, you will be locked out from the eMoped and the eMoped will be retrieved by our operations team. Until the eMoped is retrieved, you are responsible for all associated fees and fines.

If you fail to return an eMoped to a Permitted Parking Area and leave it somewhere we, in our sole discretion, can still reasonably collect it, we will collect the eMoped and move it to a Permitted Parking Area but you will be charged a fee of up to £250. If you fail to return an eMoped to a Permitted Parking Area and leave it somewhere we, in our sole discretion, cannot reasonably collect it, you will be charged for the cost of the eMoped (see more details in the damages and accidents section below). The fee will be notified through the Application and charged automatically to your Payment Card.

If the eMoped is stolen, the user must report the incident to the police as soon as possible, and at least within 24 hours of discovery of the incident and obtain a crime reference number. The user is responsible for notifying us if the eMoped has been stolen (see Contact Us) and they must share the crime reference number.

The maximum eMoped Hire Period is 12 hours. You need to end the Hire Period before you reach 12 hours. This is so we can check on the status of the eMoped and its location and swap the battery. Another trip can be started on the same eMoped, directly afterwards. eMopeds not returned within 12 hours will be deemed abandoned, lost or stolen eMopeds. In such an event, we reserve the right to report you to the police and exclude you from using our eMoped in the future.

Our eMopeds require battery charging to operate, which we administer frequently. The level of battery charge will decrease with use over both time and distance. The eMopeds lose their battery charge for various reasons, including due to weather, road conditions, battery type, manufacture and other factors.

It is your responsibility to be aware of the level of battery charge for the eMoped that you rent and to use your judgement to decide whether the eMoped's current battery charge level will get you where you intend to go. As part of our Services, we work to ensure that our eMopeds have adequate battery charge for your general use, but we cannot guarantee a particular eMoped will have enough battery charge for you to reach your destination.

eMopeds with less than 25% charge will not be available to hire.

Other than normal wear and tear, you must return the eMoped (in accordance with ending your trip) in the same condition in which you received it. 

If the eMoped is accidentally damaged by you, you will be responsible to pay for the first £250 towards repairing the damage. Users that are between 21 year and25 years old will be responsible for the first £500 towards repairing the damage.

If the eMoped is intentionally damaged by you or you fail to properly return it and damage occurs, you will be responsible for all the associated costs, including relating to:

  • repairing or replacing the eMoped (more details below);
  • damage that arises after you have failed to return your eMoped in accordance with these terms. 

eMoped repair and replacement can be to up to £3,000 per eMoped based upon the costs of repair or replacement. The same charges will apply for any eMoped not returned within 12 hours of hire, which we will consider abandoned, lost or stolen eMopeds and, depending on the circumstances, we may need to file a police report against you. We reserve the right to take any action against you that the law allows, including holding you liable for the value of the eMoped.

If you are found to be liable, you are responsible for upto the full value of the eMoped, including the replacement or repair costs for the eMoped and/or costs associated with the recovery or transportation of the eMoped, and/or the loss of use of the eMoped.

You must report any accident, crash, damage, personal injury, or a stolen or lost eMoped to us as soon as possible. If an accident involves personal injury, property damage or a stolen eMoped, you must file a report with the local police department within 24 hours. If the police refuse to record the details of an accident, you must as soon as reasonably possible contact us via phone (HumanForest Customer Service) and provide proof of such. In such cases, you must discuss the further procedure with HumanForest Customer Service and follow its instructions. This applies regardless of whether the accident was caused by you or a third-party. If you cannot speak to a HumanForest representative, then you must contact us by email or leave a voice message with details of the accident. 

You may only leave the site of the accident after all of the following have happened:

  • the police have completed acquisition of the details of the accident (or, if this is not possible, after notifying HumanForest as described previously); and
  • the eMoped has been collected by HumanForest or has otherwise been securely parked or moved by you.

If you have an accident involving a HumanForest eMoped, and you make a statement accepting liability, this shall apply solely to you personally. Neither HumanForest nor its insurers shall be bound by such statement or undertaking.

Regardless of whether an accident has been caused by you or by a third party, a claim form will be made available after the accident has been reported. You must fill in the claim form in full and return it to HumanForest within a reasonable time period.

If you damage the eMoped or have an accident, we may suspend or terminate your access to any Service (including the Application and Site), and we reserve the right to pursue any available legal remedy to collect any amount owed by you.

All items you affix to or place in or on the eMoped are your responsibility and they are placed at your own risk. HumanForest is in no way responsible for any damage, loss or theft of any items you place in or on an eMoped.

You are responsible for paying all applicable fees associated with using the Services, including: 

  • the cost for hiring the eMoped (automatically charged to your Payment Card);
  • fees associated with abandoned, lost or stolen eMopeds and damages and accidents (advance notice will be given);
  • we will also charge you an administration and handling fee of £15 on top of any fine or charge you accrue (which are automatically charged to your Payment Card); 
  • any other charges expressly set out in these terms or on the Site and/or Application; and
  • parking charges during your Hire Period or which are linked to your use, and driving charges including penalty charge notices or other driving fines, toll fees and the like, which you are fully responsible for paying to the relevant organisation directly. HumanForest has no involvement with these charges and if you wish to discuss or challenge these fees, you will need to contact the relevant organisation directly. The remainder of this section does not apply in respect of these fees.

The charges are as quoted on the Site and Application. Charges include VAT. Please note that we may change the pricing for our Services as we deem necessary or appropriate for our business at any time, but changes will not affect orders in respect of which we have already sent you an Order Confirmation.

You may change your Payment Card designated in your account. We accept payment by most major credit and debit cards. Please note that, for security reasons, the statement address for the Payment Card you use to pay must be the same as your contact address for the order. You may only use a payment method that you have the legal right to use and you authorise us to charge this payment method for any charges that you incur.

All payments to us are made through a third-party payment processor in the form of payment accepted by them. Our third-party payment processor is Stripe who collects and holds your payment information. By registering a Payment Card you agree that this can be used to pay relevant fees and fines including (without limitation) fees for hire, pausing a hire, any relocation or retrieval fees, fines and additional charges (as notified to you in writing) for damage or failure to return an eMoped as well as any other fees and charges identified in these terms.

You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declined to authorise payment for any reason. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.

Prior to renting a vehicle, a pre-authorisation temporary 'hold' of £24.00 will be placed on your Payment Card. This hold ensures that you have enough funds to later pay for your trip and will show up as a "pending" charge on your bank statement. When you end your trip, the difference between the hold and the price of your completed trip is released back to you by your payment provider (if applicable). This amount should appear in your account within a few business days. Please note: The timeframe of this release can vary. We encourage you to check with your bank to understand their policies on pre-authorisation holds.

We will endeavour to take payment in respect of all charges to your account from the same Payment Card that you have previously paid with (unless you have provided details of an alternative Payment Card in your name that we should use). You authorise us, on an ongoing basis, to debit that Payment Card (or, if relevant, the alternative Payment Card) automatically with all charges due and payable by you in relation to any Service in accordance with these terms, until that Service is cancelled or your account is closed.

If you do not pay us charges that you owe to us on time (including if any correct charge to your Payment Card is not authorised), we may suspend or terminate your access to any Service (including the Application and Site), and we reserve the right to pursue any available legal remedy to collect the amount owed by you. 

If you disagree with any charges we have made to your account, you must let us know as soon as possible after you have become aware of the issue. To resolve any disputed charges, we will need certain trip information, including the date and approximate start and end times of your trip. 

Please contact us if you have questions regarding charges to your account.

We have arrangements with some organisations that give you a discount on the publicly available price for the Services. You will need to insert a valid code (provided by the organisation) into the Application when you hire the eMoped to access this. Not all organisations have these codes, and you will need to ask your organisation about this. If you would like your organisation to offer a discount, please contact us and we will reach out (confidentially) to your organisation to explore this with the organisation. The discounted price will automatically be deducted from your ride. 

You must NOT under any circumstances share the discount codes with anyone else. Your organisation is NOT responsible for any charges you incur under or in connection with these terms, and you are hiring the eMoped from us, not the organisation.

From time to time we may run other promotions where we issue discount codes. As with the organisation discounts, these can be used in part-payment of the charges for the Services ordered through the Site or Application, subject to the terms under which they were issued (as indicated in our relevant promotion from which you received the code). These terms may require your agreement to take part in the application promotions. 

Discount codes can only be used once, are only redeemable via the Site/Application, only during the period of validity stated and only in respect of the relevant Services stated. Discount codes cannot be redeemed for cash. Any discount codes you accrue will be used on a first-in first-out basis in the order in which you have accrued them. Only one discount code can be used at a time and they cannot be used in combination. 

When you are using our Services, the Application or the Site, you must comply with the laws that apply to you. If you receive a ticket or a fine, cause our eMoped to be towed and/or impounded or receive any other penalties or fees, you are responsible and liable for all associated costs and will be either charged by the government officials directly OR by HumanForest through your chosen payment method.  We cooperate with all governmental officials in their enforcement of the applicable laws, and for expediency, we may pay amounts you owe on your behalf and provide any necessary information requested or required by the applicable government agencies. If we do so, you are required to pay us, in addition to any applicable costs associated with third party collection or administrative agents if we feel that we have to use them to resolve the issue. We will not charge your Payment Card for these costs but instead you will be responsible for paying the relevant agency directly (in full and promptly, unless you successfully dispute it directly with the relevant agency) and you indemnify us for any costs we incur in connection with this. We may also charge you an administration and handling fee of £15 on top of any fine or charge you accrue.

We own the eMopeds, helmets and all other items we provide to you in the course of providing the Services – and these terms in no way transfer ownership to you. Your use of and rights under these terms in respect of those things are limited to the rights set out in these terms.

Subject to these terms, we grant you a limited, non-exclusive, non-sublicensable, revocable, non-transferable licence to access and use the Site and Application solely for your use of our Services. Such rights are for your delivery purposes only, and not for personal use. Any rights not expressly granted herein are reserved by us and our licensors. Specifically, all intellectual property rights in any content of the Application and Site (including text, graphics, software, photographs and other images, videos, sound, trademarks and logos) are owned by us or our licensors.

You are not allowed to copy, modify, distribute, sell or lease any part of our Services or included software (or the Application and Site), nor may you reverse engineer or attempt to extract the source code of the Services or software (or the Application and Site), unless laws prohibit these restrictions or you have our written permission to do so. You must not do anything that places an unreasonably large load on our infrastructure, use any robots, spiders, scrapers or other automated means to access our Services (or the Application and Site), try to interfere with the proper working of our Service (or the Application and Site) or attempt to bypass any of our security measures to access the Services (or the Application and Site).

The Services, the Application and Site are our exclusive property, and your use of them does not transfer any ownership rights to you. Using our Services, the Application and Site does not give you ownership of any intellectual property rights in our Services, the Application and Site, or the content you access, and except for the limited licence granted to you above, all rights therein (including all intellectual property) belong to us or our licensors. You may not use content from our Services, the Application and Site without our express prior permission or as otherwise permitted by law. These terms do not grant you the right to use any trademarks, branding or logos used in our Services, the Application and Site or otherwise, including in any advertising or publicity or to imply our endorsement in any way. Please do not obscure or alter any legal notices displayed in, along with or in connection with our Services, the Application and Site. In the event you print off, copy or store pages from the Application or Site (only as permitted by these terms and conditions), you must ensure that any copyright, trademark or other intellectual property right notices contained in the original content are reproduced.

We may change the format and content of the Application and Site from time to time. You agree that your use of the Application and Site is on an 'as is' and 'as available' basis and at your sole risk. Specifically, we reserve the right to change the format and features of the Application by making the updated Application available for you to download or, where your device settings permit it, by automatic delivery of updates. You are not obliged to download the updated Application, but we may cease to provide and/or update content to prior versions of the Application and, depending on the nature of the update, in some circumstances, you may not be able to continue using the Application until you have downloaded the updated version.

Whilst we try to make sure that all information contained on the Application and Site (other than any user-generated content) is correct, it is not intended to amount to authority or advice on which reliance should be placed. You should check with us or the relevant information source before acting on any such information.

We cannot and do not guarantee that any content of the Application and Site will be free from viruses and/or other code that may have contaminating or destructive elements. It is your responsibility to implement appropriate IT security safeguards (including anti-virus and other security checks) to satisfy your particular requirements as to the safety and reliability of the content.

We collect and use your personal information in order to provide the Services, the Application and Site to you. For example, we process information such as your name, contact details and payment details so that you can register for an account with us and use our Services, the Application and Site. It is also necessary for us to process information about you, such as information about your trips in order to provide our Services, the Application and Site. 

Use of your personal information submitted via the Service, the Application and Site is governed by our Privacy Policy.

For HumanForest users that are covered by the Deliveroo-HumanForest partnership, please note that some of your information will be used by HumanForest and shared with Deliveroo to enable Deliveroo to monitor the success of the partnership. This includes details regarding the number of packages purchased by Deliveroo riders in the preceding calendar month (cumulatively and individually), the number of hours ridden by Deliveroo riders, dates of purchase per rider using the rider's ID, email and/or name as unique identifiers.

You are responsible for your own network access and ensuring that you have compatible hardware or devices as is necessary to access and use the Services (including the Site/Application) and any updates thereto. Your own mobile network's data and messaging rates and fees may apply if you access or use the Services, the Application or Site from your device and we are not responsible or liable for any such charges. We do not warrant that the Services, the Application and Site, or any portion thereof, will function on any particular hardware or devices. In addition, the Services, the Application and Site may be subject to malfunctions and delays inherent in the use of the internet and electronic communications.

As it is our policy to continually review and update our Service offerings, we reserve the right to make changes to any Service, the Application and Site, charges and/or to these terms from time to time, provided that no such change will affect any Contract you already have with us. The revised terms will supersede any previous versions. 

The revised terms will be effective when posted on the Site/Application. We will also give you notice of essential changes in a timely manner. Notice will be considered given when such notice is (a) accessible in on the Site/Application; or (b) provided by email to the email address on file with HumanForest.

If you don’t wish to accept the revised terms, you must let us know within 14 days of the changes taking effect, otherwise you will be deemed to have accepted the revised terms. Your continued use of the Services once the terms have been revised also constitutes deemed acceptance. However, please note you may still end your membership and stop using the Services.

We will always endeavour to give prior notice of any suspension or termination of any Service and/or the Site and/or Application. However, we may have to, from time to time, without prior notice, temporarily suspend the operation of any Service and/or the Site and/or Application (in whole or in part) for repair or maintenance work or in order to update or upgrade any contents, features or functionality.

We may, with or without prior notice, terminate any Contract or suspend and/or terminate any Service and/or your use of your account (including your use of the Application and Site) if all or any of the following events takes place:

  • You have breached any of these terms.
  • You fail to pay any correctly billed charges when due.
  • You are involved in an incident with an eMoped that, in HumanForest's reasonable discretion, renders you ineligible or inappropriate for continuing to use the Services.
  • Your driving history and experience does not meet the requirements to ride an eMoped set by HumanForest, at its sole discretion.
  • Your licence is suspended or revoked or becomes invalid.
  • You have any further endorsements or accidents on your driving record. 
  • You are convicted of or receive a caution or notice for driving under the influence of alcohol or drugs, dangerous or reckless driving or exceeding the relevant speed limits.
  • You engage in any activities or conduct that HumanForest, in its reasonable discretion, determines to be inappropriate, negligent, offensive, abusive or otherwise unacceptable.
  • You become insolvent or make a composition with your creditors or petition for your own bankruptcy or have a bankruptcy petition presented against you, or are subject to any event or proceedings which are equivalent or substantially similar under any applicable jurisdiction.

If any of these events take place, you must report it to HumanForest immediately. We may take such action as we deem appropriate. Such a breach by you may result in our taking, with or without notice, all or any of the following actions (or any other action we deem appropriate): 

  • Issue of a warning to you.
  • Immediate, temporary or permanent removal of any content submitted by you.
  • Immediate, temporary or permanent withdrawal of your right to use any Service, the Application and Site.
  • Legal proceedings against you for reimbursement of all recoverable loss and damage resulting from the breach.
  • Disclosure of all relevant information to law enforcement authorities as we reasonably feel is necessary.

On termination of any Contract or Service or your account, for any reason:

  • All rights granted to you under these terms will immediately cease.
  • You must promptly discontinue all use of the relevant Service, the Application and Site; and
  • You must pay us all outstanding amounts that you owe to us.

Please contact us if you wish to terminate your account at any time. We will terminate your account and delete your account information (subject to our Privacy Policy) as soon as reasonably practical after any and all fees and fines have been paid and any outstanding disputes have been resolved.

Nothing in these terms shall limit or exclude our liability to you:

  • for death or personal injury caused by our negligence;
  • for fraudulent misrepresentation; 
  • for breach of any term implied by the Consumer Rights Act 2015 and which, by law, may not be limited or excluded; or 
  • for any other liability that, by law, may not be limited or excluded.

Further, we cannot guarantee the continuous, uninterrupted or error-free operability of the Services, Application or Site. There may be times when certain features, parts or content of the Services, Site and/or Application become unavailable (whether on a scheduled or unscheduled basis) or are modified, suspended or withdrawn by us, in our sole discretion, without notice to you. You agree that we will not be liable to you or to any third party for any unavailability, modification, suspension or withdrawal of the Services, Application or Site, or any features, parts or content thereof.

Subject to the above, in no event shall we be liable to you under or in connection with these terms whether for tort (including negligence), breach of contract, misrepresentation or otherwise for indirect or consequential or special losses, or for any loss of profit, revenue, contracts, data, goodwill or other similar losses. Any liability we do have for losses you suffer arising from any Contract (see clause 8.1) shall not, in respect of any 12-month period (calculated from the date of that Contract), exceed the charges payable by you for the relevant Service(s) in that 12-month period and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time that your order is accepted by us.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under any Contract or these terms that is caused by events outside our reasonable control.

Our eMopeds are electronic machines and there is an inherent risk associated with using them, including due to malfunction and loss of battery charge, no matter how well they are maintained. These risks are not always obvious, and they may cause property damage, injury or even death to you or others. Subject to the above, by using our Services, the Application and Site, you agree that you understand these risks, that it is your responsibility to use our Services the Application and Site safely. You are responsible for any harm or injury you cause to yourself, other people or property (unless something we did or didn’t do was the actual cause of such harm).

You indemnify us against all loss or damage that HumanForest incurs or suffers however arising as a result of or in connection with any claim made by any third party arising out of or in connection with your breach of these terms, including if you fail to pay any fines imposed by government agencies in accordance with these terms.

The Services, the Application and Site may be made available or accessed in connection with services and content (including advertising) controlled by third parties with different terms of use and privacy policies. We do not endorse these third-party services and content and we are not responsible or liable for any of their products or services. Additionally, Apple Inc., Google, Inc. and Microsoft Corporation will be a third-party beneficiary to these terms if you access the Services, the Application and Site using applications developed for Apple iOS, Android or Microsoft Windows-powered mobile devices, respectively. Further, certain third-party platform providers with whose devices and/or operating systems the Application has/have been designed to be compatible oblige us to include certain additional provisions in these terms. These provisions come from the relevant third-party platform providers, not us and are set out in the annex at the end of these terms.

Third-party application stores are operated by the relevant third-party platform providers and/or their affiliates. Your access to the Services, the Application and Site using these applications or devices is subject to terms set forth in their respective terms of service and privacy policies.

We are not responsible for these stores or (with the exception of the Application) for anything provided by them and do not guarantee that they will be continuously available. Similarly, these third-party beneficiaries are not parties to these terms and are not responsible for the provision or support of the Services, the Application and Site in any manner.

You may at times be invited to submit content to us (for example, a comment on a blog post or to participate in our communities or provide user tips). You retain ownership of this content but we ask that you make sure you have the right to submit it to us in the first place, because when you submit it, you give us (and those we work with) a worldwide licence to use, host, store, reproduce, modify, create derivative works, communicate, publish, publicly perform, publicly display and distribute it as well as your name, voice and/or likeness if also submitted, to the extent permissible by applicable law. This licence continues even if you stop using our Services, the Application and Site. If you submit feedback or suggestions about our Services, the Application and/or the Site, we may use your feedback or suggestions without obligation to you. Any content you submit is deemed non-confidential.

You must not submit any content that is defamatory, libellous, hateful, violent, obscene, pornographic, unlawful or otherwise offensive (we will be the judge of whether your content meets any of these descriptions) or that constitutes “spam” or unsolicited advertising. Submission of any of the following may result in suspension or termination of your user account, including where required by law. We have the right, but not the obligation, to review, monitor or remove your content at any time for any reason without notice, subject to applicable law.

We are a limited company, registered in England. Our registered company number is 12352698, and our registered office is at 207-209 Southwark Bridge Road, London, England, SE1 0DN. We are a member of CoMo UK. Our VAT registration number is 343882480.

You may not transfer or assign any or all of your rights or obligations under any Contract. We may assign any Contract without your consent to a related or affiliated entity or in the event of a sale of all or substantially all of our assets, stock or business, or to a successor by merger. Any purported assignment in violation of this is void.

All notices given by you to us must be given in writing to the address set out at the end of these terms. We may give notice to you at either the email address or postal address you provide to us when you create and register your account.

You can lodge a query or complaint (and even a nice message!) with our Customer Excellence Team at any time. Our Customer Excellence Team are also available between 8am – 12am, seven days a week, for users who wish to speak with our support staff. The details and contact information can be found in the Application.

If we fail to enforce any of our rights, that does not result in a waiver of that right. 

If any provision of these terms is found to be unenforceable, all other provisions shall remain unaffected.

References to the word "including" are not intended to be exhaustive and shall, in each case, be read as "including without limitation".

These terms may not be varied except with express written consent of HumanForest.

These terms and any document expressly referred to in them represent the entire agreement between you and us in relation to the subject matter of any Contract. We are required by law to advise you that Contracts may be concluded in the English language only and that no public filing requirements apply.

Except as expressly and specifically provided in these terms, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from these terms.

These terms shall be governed by English law, except that there may be certain mandatory applicable laws of your country which apply for your benefit and protection in addition to or instead of certain provisions of English law.

You agree that any dispute between you and us regarding these terms or any Contract will only be dealt with by the English courts, except that you can choose to bring legal proceedings either in your country or in England, but if we bring legal proceedings, we may only do so in your country.

Please submit any questions you have about these terms or an order you have placed or ordering in general, or any complaint or concern in relation to any Service,  the Application and/or the Site, by email to cs@humanforest.co.uk, by telephone on +44 7480 788294 between the hours of 8am – 12am, Monday to Sunday, or write to us at:  HumanForest, 207-209 Southwark Bridge Rd, London,  SE1 0DN

Apple

If the App that you download, access and/or use is downloaded from the App Store operated by Apple Inc. ("Apple"):

  • your licence to use the App is limited to a non-transferable licence to use the App on an Apple-branded device owned or controlled by you and as permitted by Apple's usage rules published in its App Store terms of service, except that the App may be accessed, acquired and used by other accounts associated with you via Family Sharing or volume purchasing;
  • you acknowledge and agree that:

    • Apple has no obligation at all to provide any support or maintenance services in relation to the App. If you have any maintenance or support questions in relation to the App, please contact us, not Apple, using the Contacting us details in these terms;
    • we, not Apple, are responsible for responsible for addressing any claims of you or any third party relating to the App or your possession and/or use of the App, including (i) product liability claims, (ii) any claim that the App fails to conform to any applicable legal or regulatory requirement, and (iii) claims arising under consumer protection or similar legislation;
    • in the event of any failure of the App to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price for the App to you;
    • to the maximum extent permitted by applicable law, Apple will have no other warranty obligations whatsoever with respect to the App, and any other claims, losses, liabilities, damages, costs and expenses attributable to any failure to conform to any warranty will be our sole responsibility and we are solely responsible for any product warranties, whether express or implied by law, to the extent not effectively disclaimed;
    • in the event of any claim by a third party that your possession or use (in accordance with these terms) of the App infringes any intellectual property rights, Apple will not be responsible or liable to you in relation to that claim; and
    • although these terms are entered into between you and us (and not Apple), Apple and its subsidiaries are third party beneficiaries of these terms and, upon your acceptance of these terms, Apple Inc. (and will be deemed to have accepted the right) to enforce these terms against you as a third party beneficiary thereof;
  • you represent and warrant that:

    • you are not, and will not be, located in any country that is the subject of a United States Government embargo or that has been designated by the United States Government as a "terrorist supporting" country; and
    • you are not listed on any United States Government list of prohibited or restricted parties; and
  • you must comply with any applicable third party terms of agreement when using the App, such as your mobile phone provider's data usage agreement.

Google

If the App that you download, access and/or use is downloaded from Google Play:

  • You are allowed unlimited reinstalls of the App without any additional fee, provided that if the App is removed from Google Pay due to (a) an allegation of infringement, or actual infringement, of any third party Intellectual Property Right; (b) an allegation of, or actual violation of, third party rights; or (c) an allegation or determination that such Product does not comply with applicable law (collectively "Legal Takedowns") then the App will be removed from all portions of Google Play and you will no longer have a right or ability to reinstall the App.
  • You may also be able to claim a refund from Google for purchases made in the App if you qualify under the Google Play refund policy at: Learn about refunds on Google Play.
  • We grant to the User a nonexclusive, worldwide, and perpetual license to perform, display, and use the App. The "User" means you and may also include, but is not limited to, a family group and family members whose accounts are joined together for the purpose of creating a family group. Family groups on Google Play will be subject to reasonable limits designed to prevent abuse of family sharing features.