Theft Proof FAQs

For which bike models is VanMoof Theft Proof available?

VanMoof Theft Proof is currently available for:

• VanMoof S5 & A5
• VanMoof S6 (both S6 and S6 Open)

For complete terms and conditions, please check our Terms and Conditions page.

Where is VanMoof Theft Proof available?

Theft Proof is currently available for riders in:

• Netherlands
• Germany
• France
• Belgium
• United Kingdom

Reporting and Recovery

How do I report my bike stolen?

Follow these critical steps:

1. Report in the VanMoof app (must be done first):
   • Open the VanMoof app
   • Go to Settings → Theft Tracking
   • Tap "Report stolen" and follow the prompts
   • This activates tracking and remotely locks your bike
2. File a police report within 48 hours containing:
   • Date and time of theft
   • Location of theft
   • Bike serial number/frame number
   • Official police report reference number
3. Submit documentation:
   • Use the VanMoof Theft Proof option on our contact form
   • Upload your official police report document
   • Our Bike Hunters will begin recovery immediately

How long after I report my bike stolen will my replacement bike be delivered?

Timeline breakdown:

• First 14 days: Our Bike Hunters actively search for your bike
• If not recovered: We order your replacement bike on day 14
• Delivery goal: 14 days after ordering the replacement
• Maximum wait time: 28 days total (14-day recovery period + 14-day replacement delivery)

What if you recover my bike, but it is badly damaged?

Important: Theft Proof does not cover damage resulting from theft or vandalism.

• We will return your bike to you in the condition it was found
• If repairs are needed, please visit a VanMoof partner or authorized service center
• Repair costs are not covered by Theft Proof
• Good to know: Your Theft Proof coverage remains valid and continues until expiration if the bike is recovered

Do accessories fall under Theft Proof?

No. Theft Proof applies only to the bike itself.

Not covered:

• Accessories attached to the bike at the time of theft (phone mounts, lights, bags, locks)
• Personal belongings in baskets or bags
• Third-party modifications or add-ons

How much does Theft Proof cost?

Current pricing:

• 2 years: €280
• 3 years: €390

Do you offer monthly payments?

No, Theft Proof currently requires a one-time payment for the full coverage period selected (1, 2, or 3 years).

Do I need to cancel Theft Proof after the coverage period has ended?

No, cancellation is not necessary. Theft Proof coverage does not automatically renew after your selected term expires (1, 2, or 3 years).

If you want continued coverage after expiration, you'll need to purchase a new Theft Proof plan.

Can I get a refund on Theft Proof?

Refunds are generally not available, with these exceptions:

• 14-day cancellation window: You may cancel within 14 days of completing your purchase for a full refund

Service Details

How does Theft Proof work with a replaced bike?

Theft Proof is a one-time service linked to your specific bike (by serial number), not your account.

If your bike is recovered:

• Theft Proof remains valid until the original expiration date
• You keep the same coverage for your original bike

If your bike is replaced:

• The Theft Proof service is considered used for that original bike
• Your replacement bike is NOT automatically covered
• You must purchase a new Theft Proof plan to cover the replacement bike

Can I purchase Theft Proof after buying my bike?

Yes, but with time limits:

• S6 bikes: You can add Theft Proof within 14 days after delivery
• After 14 days, contact our Support Team for exceptions.

What's the maximum coverage period?

3 years is the maximum Theft Proof coverage period you can purchase.

What do I need to do to ensure my bike is covered?

For Theft Proof to be valid:

1. Properly secure your bike: The Kick Lock must be engaged (locked with a tap of your toe)
2. Arm the anti-theft system: Smart features must be armed when the theft occurs
3. Report immediately: Report the theft in the VanMoof app as soon as you discover it
4. File police report: Complete an official police report within 48 hours
5. Submit documentation: Upload the police report through our contact form

Important: Theft Proof is only valid if the Kick Lock was properly engaged and the anti-theft system was armed at the time of theft. No additional lock is required

Tracking and Technology

How is my bike tracked?

VanMoof uses multiple tracking technologies:

1. GSM cell-tower triangulation: Pinpoints your bike's location using cellular networks
2. Smartphone GPS: Enhanced accuracy when your phone is nearby
3. Apple Find My integration: Provides general location awareness

Important notes:

• Tracking only activates once you report the bike as stolen in the app
• For privacy reasons, tracking cannot be activated before theft is reported
• Apple Find My does NOT replace VanMoof Theft Tracking - always report theft in the VanMoof app

Can I track my bike with Ride Pro?

Yes. Ride Pro subscription offers enhanced tracking features:

With Ride Pro:

• In-app GPS map showing real-time location
• Bluetooth proximity radar
• Instant theft alerts
• You become your own Bike Hunter

With Theft Proof:

• Professional Bike Hunters track and recover your bike
• Replacement guarantee if not recovered in 14 days

You can have both services for maximum protection and flexibility.

What tracking do I get with different bike models?

• S6 series: Track via VanMoof App (Ride Pro adds in-app live tracking)
• S5 & A5: Track via MyVanMoof account (Ride Pro adds in-app tracking)
• S3 & X3 (and older): Receive tracking link via email (Ride Pro adds in-app tracking)

Differences Between Services

What's the difference between Theft Proof and Ride Pro?

Additional Questions

Can I transfer Theft Proof to a new bike?

No. Theft Proof is permanently linked to the original bike's serial number and cannot be transferred to a different bike, even if:

• You sell the original bike
• You purchase a new bike
• Your bike is replaced through Theft Proof (replacement requires new purchase)

What happens if my bike is stolen multiple times?

Only if your bike is recovered and then stolen again during the coverage period:

• You can use Theft Proof again for the second theft
• Coverage remains valid until the original expiration date
• Only one replacement per coverage period

Do I need any additional locks?

No additional lock required. Your integrated Kick Lock is sufficient for Theft Proof coverage, as long as it's properly engaged when theft occurs.

For extra security, you may choose to use additional locks, but they are not required for coverage.