The Region of Waterloo and Cities of Cambridge, Kitchener and Waterloo have chosen Neuron Mobility as the sole-operator of a shared e-bike and e-scooter micromobility program.

Download the Neuron app through your preferred app store to find e-bikes and e-scooters near you. You can learn more about renting a Neuron e-bike or e-scooter by visiting the Neuron Mobility Canada website.

The first year of the program ran from April to October 2023, with vehicles primarily available in the downtown areas of Cambridge, Kitchener, Waterloo, and near transit stations. Staff from the Region and Cities are working with Neuron to identify new neighbourhoods to add to the service area for 2024. Neuron is permitted to deploy up to 500 e-bikes and 500 e-scooters.

Neuron Customer Service

If you are a Neuron user and require assistance, you can reach out directly to their customer service by calling 519-626-0347 or by e-mailing waterlooregionsupport@neuron.sg at any time.

Community Feedback

Region and City staff will be monitoring how the program is being received by the community, and will share updates with their respective Councils.

You can send questions about the program to sharedmicromobility@regionofwaterloo.ca.

FAQs

How do I get started?

You must first download the Neuron app and add a payment method. Neuron accepts Apple Pay, Google Pay, PayPal, credit or Visa debit card. Read Neuron's 11 Tips to Get Started or watch Neuron's videos on getting started and riding safely.

Do I need to wear a helmet?

All riders must wear a helmet. All Neuron vehicles are equipped with adjustable helmets that are unlocked through the Neuron app. You can also use your own helmet.

How old do I need to be to rent a Neuron e-bike or e-scooter?

Riders must be 16 years old and above. For those under 18, guardian consent is required.

Where can I ride?

Check the Neuron app for the designated riding areas. These will be primarily in the downtown cores of the three cities at the start of the program.

Where can I park?

Check the Neuron app for the designated parking areas. Read Neuron's 7 Parking Rules You Need to Know.

How much does it cost to use?

E-bikes and e-scooters cost $1.15 to unlock + $0.35 per min. Weekly and monthly passes, as well as discounted pricing are available. See Neuron app for more details.

How do I report an issue with a Neuron e-bike/e-scooter or the Neuron app?

You can reach out directly to Neuron customer service by calling 519-626-0347 or by e-mailing waterlooregionsupport@neuron.sg at any time. There is also an in-app chat.

How do I report a misparked Neuron e-bike/e-scooter or unsafe riding?

• Scan the QR code at the center of the e-bike and scooter handle bars
• Use the online misparking form
• Reach out directly to Neuron customer service by calling 519-626-0347 or by emailing waterlooregionsupport@neuron.sg.

How much does this program cost taxpayers?

The Region collects scalable program fees from Neuron. Collected fees get reinvested into initiatives to further enhance the shared e-bike and e-scooter program. There is a net zero tax levy impact.