About the Service in General
Unlike traditional bike rentals, Clew is a service that allows you to borrow a bike from Clew-exclusive parking areas called “ports” and return it anywhere you like. Except for some ports, it is available for use 24/7, 365 days a year.
With just one app, you can borrow, return, and settle payments. You can make one-way trips, moving from Port A to Port B. It’s a convenient service that allows you to rent a bike right at the nearby port, even if you don’t have your own bike with you.
For example, you can use a bike to go when the weather is nice and take the bus back home when it’s raining, and so on.
With just one app, you can borrow, return, and settle payments. You can make one-way trips, moving from Port A to Port B. It’s a convenient service that allows you to rent a bike right at the nearby port, even if you don’t have your own bike with you.
For example, you can use a bike to go when the weather is nice and take the bus back home when it’s raining, and so on.
First, download the “Docomo Bike Share” app and register as a member. During the My Area registration, please select “Kyoto City,” and you will have access to all of Clew’s exclusive pricing plans.
<Items required for registration:>
– Smartphone
– Email address and your mobile phone number
– Credit card (excluding debit cards)
Please make sure to allow SMS reception for this app in your smartphone’s settings.
Yes, it is possible to use the service.
The app is available in English, so if your smartphone’s system language is in a foreign language, the app’s display will automatically switch to English.
The app allows you to make bicycle usage reservations, search for ports, check the number of available bicycles, monitor the battery status of electric bicycles, view your usage details and history, and check or change your pricing plan, among other functions.
You can only use one bicycle at a time per user ID (one smartphone). If you want to use multiple bicycles simultaneously, you will need to register each of them separately using the app on your smartphone.
You can register up to five accounts with the same credit card.
Clew’s bicycles are electric-assist bikes with a 3-speed gear system, and they come in a 20-inch size. All of Clew’s bicycles have non-pneumatic (airless) tires, so there is no need to worry about getting a flat tire.
There are no specific age restrictions, but individuals who are 145cm or taller can use the service. The saddle can be adjusted to a comfortable height. However, there are no children’s bicycles available.
Child seats and helmets are not provided. While wearing a helmet for safety during riding is recommended, due to factors such as size and hygiene, we kindly ask that you provide your own helmet that fits you appropriately for your ride.
Clew provides insurance coverage for accidents and third-party liability to safeguard users in case of unexpected events. However, in cases that exceed the coverage limit, the user will be responsible for any additional costs. For more details, please refer to Section 22 (Compensation) of the terms of use and check this page.
With a few exceptions, you can use Clew’s service in many participating areas (please refer to this page).
Please note that each area has different terms of use, pricing plans, and other conditions, so make sure to check the official website of each area for more details.
When using the service in other areas, the “One-time Member” fee for each respective area will be applied automatically.
Even if you have already registered for a bike share service in another area, you can use the Clew app without re-registering.
However, for members from other areas, the “Long Ride” tourism plan is the only option available in Kyoto. If you wish to use other pricing plans (Short Ride, 1-Day Pass, Monthly Pass), please log out from the app’s account screen, and register a new account with “Kyoto City” as your My Area.
Please note that in some registered My Areas, you may not be able to use the app directly. To check the eligible areas, please refer to this page. You can also confirm your current registered My Area on the app’s account screen.
I’m sorry, but you cannot change it. Please log out from the app’s account screen, and then log back in with the account registered under “Kyoto City.” If you haven’t registered yet, after logging out, please register a new account with “Kyoto City” as your My Area.
Register Card Key and Smartphone Key refer to FeliCa-compatible transportation IC cards or mobile wallet functions (e.g., Osaifu-Keitai). When registered as a key, they allow you to unlock the bike with a simple touch, making it convenient to borrow bicycles.
The registration of an IC card is required only during the initial setup, and you can perform this registration at the control terminal located on the upper rear part of the bicycle. Select “Register Card Key/Smartphone Key” from the app’s account screen and follow the on-screen instructions to register your card.
Only one app account ID can be registered per IC card.
The IC card’s charge balance or mobile wallet function is not used for payment directly. Payments are made from the credit card registered in the app.
To change the registration of an IC card, you need to unregister it within the app and then register it again.
Yes, you can. We support the Qualified Invoice Preservation System (Invoice System) introduced on October 1, 2023.
▼ How to Issue ▼
From the app’s menu at the bottom, select “History,” then tap “Receipt” at the upper right corner of the screen. After confirming the recipient’s name and email address, proceed to the month selection screen.
After selecting the month, review the final screen, and when you tap “Send,” you will receive a download URL via email.
Please note that the recipient’s name cannot be changed once the receipt is issued, so please confirm it carefully.
▼ Timing for Issuance ▼
It can be issued on the “month following the date of use” and “after payment completion” (for credit card payments, around the middle of the month). When it becomes available, the “Issue” button in the app will be enabled. Receipts can be issued within 15 months from the month of use.
Brochures are available at each port and other locations. We do not offer mailing or data distribution.
If you are a corporate customer and wish to have brochures placed in facilities in Kyoto, please contact us via email (support@clew.jp) with the subject line “Clew Brochures.” In the email, please include the name of the responsible person and the desired quantity (response within approximately 3-5 business days).
Usage Guidelines (Borrowing, Returning, Reserving, Temporary Parking)
You can check the location of ports on the app’s map screen.
On the app’s map, you can tap the port pin you want to check, and in the port details screen, you can see the number of bikes available for borrowing and returning.
Except in the case of a full port, you can return the bike to any port. You can borrow from one port and return it to any other port of your choice.
If the port is full and you cannot return the bike, please kindly return it to the nearest available port. Due to the nature of a shared service, the number of available spaces for returns can change in real-time, so please check the port’s availability in the app in advance. Please note that any usage fees incurred while returning the bike to a different port during a full port situation cannot be refunded.
We manage inventory levels and periodically redistribute bikes to ports. However, there may be times when a port is empty or full. Due to the nature of shared services, the real-time availability of bikes for borrowing and returning can change, so please understand this before using the service. We recommend checking the availability of bikes for borrowing and returning at the ports using the app in advance.
You cannot return the bike at locations other than ports. Please return the bike to the nearest available port.
If you lock the bike outside a port, it will be considered as temporarily parked, and the return process will not be completed, leading to continued usage charges. Additionally, if we identify a bike has been left unattended for an extended period, we may retrieve the bike and charge you for the retrieval cost.
<Retrieval Costs:>
– Within the service area in Kyoto (excluding Yamashina Ward): 11,000 yen (tax included)
– Outside the other service areas: 33,000 yen (tax included)
Note: When we receive your call at the support center, we may confirm your return location using our system. However, it is imperative that you return the bicycle to a local port (excluding full ports) without fail. If the bicycle is not returned properly, we will charge usage fees, retrieval fees, and, in case the bicycle is not found, the actual cost of the bicycle for the period. Please be aware and ensure a proper return.
First, download the Docomo Bike Share app and register as a member. On the app’s map, locate the port from which you want to borrow a bicycle, and tap on the port pin to check the number of available bicycles and make a reservation (reservations are valid for 15 minutes) if desired.
Next, select “Unlock” from the app’s menu at the bottom, and the QR code scanning screen will appear. Press the “Start” button on the round terminal on the top rear of the bicycle and scan the terminal’s QR code to unlock the bike and start using it.
You can borrow a bicycle without making a reservation. When you select “Unlock,” a screen will appear to choose the operation terminal for unlocking. Select the one with a white, round terminal, and you will be taken to the QR code scanning screen, where you can proceed to borrow the bike following the above steps.
If you are using an IC card, you can unlock the bike by pressing the “Start” button and then directly touching the card to the round terminal.
After using the bike, please make sure there are available slots at the destination port before returning it. Once you have confirmed the availability, return the bike to the destination port, and manually lock it while pressing the lever.
After locking, if the “Returnable” light on the control terminal at the top of the rear wheel of the bike is lit, press the “Return” button. When the central ring lights up in blue, the return is complete.
After returning the bike, you will receive a push notification through the app, and you can also check your usage history.
If you find it difficult to lock the bike, try moving the rear wheel slightly. Sometimes, the spokes can interfere with locking.
If you manually lock the bike but forget to press the return completion button in the app, the return process may not be completed. In such cases, please contact the customer support center at 0570-783-677 (available 24/7).
If you forget to lock the bike and leave it unlocked at the port, it is your responsibility to return to lock it as soon as possible. After locking the bike, proceed with the return completion process in the app.
If the bike is lost (or stolen) due to forgetting to lock it, a fee of 165,000 yen (tax included) will be charged. Therefore, please take prompt action.
If you find it difficult to return to lock the bike promptly, we may charge a retrieval fee, so please be aware.
<Retrieval Costs:>
– Within the service area in Kyoto (excluding Yamashina Ward): 11,000 yen (tax included)
– Outside the other service areas: 33,000 yen (tax included)
Note: When we receive your call at the support center, we may confirm your return location using our system. However, it is imperative that you return the bicycle to a local port (excluding full ports) without fail. If the bicycle is not returned properly, we will charge usage fees, retrieval fees, and, in case the bicycle is not found, the actual cost of the bicycle for the period. Please be aware and ensure a proper return.
If you forget to lock the bike and leave it unlocked at the port, it is your responsibility to return to lock it as soon as possible. After locking the bike, proceed with the return completion process in the app.
If the bike is lost (or stolen) due to forgetting to lock it, a fee of 165,000 yen (tax included) will be charged. Therefore, please take prompt action.
If you find it difficult to return to lock the bike promptly, we may charge a retrieval fee, so please be aware.
<Retrieval Costs:>
– Within the service area in Kyoto (excluding Yamashina Ward): 11,000 yen (tax included)
– Outside the other service areas: 33,000 yen (tax included)
Generally, we request that you return the bike on the same day since there is a risk of the battery running out. In some cases, we may contact you to confirm your usage on the second day. Please understand this.
If you plan to use the bike for more than one day, please pay attention to overnight parking locations. If you are staying at a hotel, be sure to inform the front desk that you will be parking a bike. If the hotel or condominium requests that the bike be moved, there is a possibility that we will retrieve the bike. If bike retrieval is necessary, a retrieval fee will be charged.
<Retrieval Costs:>
– Within the service area in Kyoto (excluding Yamashina Ward): 11,000 yen (tax included)
– Outside the other service areas: 33,000 yen (tax included)
Note: When we receive your call at the support center, we may confirm your return location using our system. However, it is imperative that you return the bicycle to a local port (excluding full ports) without fail. If the bicycle is not returned properly, we will charge usage fees, retrieval fees, and, in case the bicycle is not found, the actual cost of the bicycle for the period. Please be aware and ensure a proper return.
You can use the bike without making a reservation in advance, if it’s not currently reserved by someone else in the app.
You can reserve a bike 15 minutes before you plan to use it. If 15 minutes elapse without you using the bike after making a reservation, it will be automatically canceled.
Please understand that this is a bike-sharing service, and if you know you won’t use the bike after reserving it, please assist by canceling the reservation early in the app. Also, repeatedly canceling reservations in a short period may result in usage suspension measures.
You can find the bike you reserved by checking the bike’s frame number, which is located on the upper part of the rear wheel and starts with “CLW” followed by a series of numbers (e.g., CLW01234).
You can temporarily park the bike in facilities or public bike parking areas. To do this, manually lock the bike by pressing the knob while locking, and it will be considered a temporary parking. The usage time continues during temporary parking, and usage fees will be charged. If you find it difficult to lock the bike, try moving the rear wheel slightly. There might be instances where the spokes interfere with locking.
Please note:
Almost the entire area within Kyoto City is designated as an immediate removal zone. Therefore, bikes parked in public areas that protrude slightly onto the road, or with the rear wheel slightly extending beyond the road, may be immediately removed by the authorities without prior notice.
If your bike is removed, you will be responsible for all the collection fees (11,000 yen, tax included).
Examples of removal situations:
I parked in front of a convenience store, and my rear wheel slightly extended onto the road, but it was still removed.
I parked my bike temporarily inside a property, but the space was limited, and when someone else tried to take out their bike, mine was left on the roadside. When I returned, it had been removed by the authorities.
In these situations, you will be responsible for the collection fees incurred during removal.
Note: When we receive your call at the support center, we may confirm your return location using our system. However, it is imperative that you return the bicycle to a local port (excluding full ports) without fail. If the bicycle is not returned properly, we will charge usage fees, retrieval fees, and, in case the bicycle is not found, the actual cost of the bicycle for the period. Please be aware and ensure a proper return.
Yes, you can temporarily park in paid parking facilities. However, in addition to the usage fee, you will need to settle the parking fee required by the paid parking facility.
Temporarily parking the bike within a port is not allowed as it would prevent other users from renting bicycles. If you lock the bike in a port and do not perform the return procedure within 1 minute, your session may be forcibly ended.
Only registered members or the person who made the reservation can use the bike. It cannot be used by anyone else.
About Pricing Plans and Payment Methods
To check or change your pricing plan, open the app, tap on the “Account” option in the menu at the bottom, and select “Confirmation/change plan.” Choose your preferred pricing plan and the intended date for the change. Submit your change request from there.
Note that you can only select “from the next day” or “from the next month” as the change date.
If you wish to change your plan on the same day, you will need to log out from your account in the app and create a new account with your preferred plan, specifying your area as “Kyoto City.”
Please be aware that you cannot change your plan while actively using the service.
Changing your plan does not incur any additional fees, and you can make up to two changes per month.
You can pay for the service by registering your credit card in the app. The service will automatically charge the accumulated monthly fee from the 1st to the end of the month to your registered credit card.
The payment due date (withdrawal date) is determined according to the terms and conditions of your credit card company.
Debit cards and prepaid cards cannot be used for payment.
Credit cards are the only accepted payment method.
You can use Visa, MasterCard, JCB, and American Express.
Other credit cards that have Visa or MasterCard logos are also included.
Debit cards, prepaid cards, and Diners Club cards cannot be used.
Charges are settled monthly, covering usage from the 1st to the end of each month.
The basic fee is prorated (rounded up to the nearest whole number). Additional charges (for extended usage) are not subject to proration and are billed as is. Charges are settled monthly, covering usage from the 1st to the end of each month.
You can change your plan up to twice a month.
We apologize, but currently, it is not available for in-person purchases. You can buy it through the app or the website. Selecting the 1-Day Pass plan within the app is slightly cheaper.
It is valid until 23:59 on the day of use. Within this validity period, you can rent and return bicycles at any port as many times as you want. Bike transfers are also possible.
Using the bike continuously for more than 2 days is discouraged due to the risk of battery depletion. In case the battery runs out, a recovery fee may be applied, so please be cautious. You can check the battery level using the control panel on the bicycle’s handlebar.
You can check it by tapping “History” from the app’s menu.
Main information available in the Usage History screen:
・Monthly riding history and ride details
・Estimated monthly CO2 reduction and calorie consumption.
・Receipt issuance function
※The illustrations displayed in the ride details change based on the calorie consumption associated with the riding distance.
Charges depend on your selected pricing plan and will accrue while the bicycle is temporarily parked. The time until you return the bicycle to the port is subject to billing, so please be aware of this.
If you unlock and use the bicycle with a Card Key or Smartphone Key, it won’t directly charge your IC card balance or mobile wallet. Payments are made through the registered credit card within the app.
Yes, you can. We support the Qualified Invoice Preservation System (Invoice System) introduced on October 1, 2023.
▼ How to Issue ▼
From the app’s menu at the bottom, select “History,” then tap “Receipt” at the upper right corner of the screen. After confirming the recipient’s name and email address, proceed to the month selection screen.
After selecting the month, review the final screen, and when you tap “Send,” you will receive a download URL via email.
Please note that the recipient’s name cannot be changed once the receipt is issued, so please confirm it carefully.
▼ Timing for Issuance ▼
It can be issued on the “month following the date of use” and “after payment completion” (for credit card payments, around the middle of the month). When it becomes available, the “Issue” button in the app will be enabled. Receipts can be issued within 15 months from the month of use.
About bicycles
Our bicycles are electric-assist bicycles with a 3-speed gear system, and they come in a 20-inch size. All Clew bicycles have puncture-proof tires, so you don’t need to worry about getting a flat tire.
There are no specific age restrictions, but individuals with a height of 145cm or taller can use our bicycles. The saddle can be adjusted to a comfortable height. Please note that we do not have bicycles designed for children.
We do not provide child seats or helmets. However, for safety while riding, we recommend wearing a helmet. Due to factors such as size and hygiene, we do not provide helmets, so please prepare, and use a helmet that fits you when using our bicycles.
When the “Power” assist mode is selected and the battery is fully charged (with the lights off), the bicycle can travel approximately 42 km.
Press and hold the power button on the handlebar’s control panel for about 2 seconds to turn on the power and activate the electric-assist function. The electric-assist function can be switched between three modes using the control panel.
Estimated travel distances for the three modes (approximate):
Power: about 42 km
Automatic: about 54 km
Long: about 80 km
For proper use of the assist function, please do not pedal until the power is turned on. If you turn on the power while riding, the assist may not work correctly.
Please note:
The specifications mentioned are for a battery with a capacity of 12.0Ah, and the bike is fully charged with the lights off.
The actual travel distance may vary based on conditions such as the day’s temperature, weather, battery charge, and more. These specifications are provided as a reference and do not guarantee exact performance.
You can continue riding the bicycle as a regular non-assist bicycle. However, please be sure to return the bicycle before the battery is completely depleted. If the battery is completely drained, you may not be able to unlock and return the bicycle.
In such a situation, please contact our customer support center at [phone number] immediately. Return the bicycle to the nearest port, and the support center will assist you with the return process. If you cannot return the bicycle to a port, and bicycle retrieval is necessary, there will be a retrieval fee charged. Please check the battery level using the control panel on the bicycle’s handlebar as a precaution before starting your ride.
Retrieval Fee Details:
Within Kyoto City Service Area (excluding Yamashina-ku): 11,000 yen (tax included)
Outside the Service Area: 33,000 yen (tax included)
Note: When we receive your call at the support center, we may confirm your return location using our system. However, it is imperative that you return the bicycle to a local port (excluding full ports) without fail. If the bicycle is not returned properly, we will charge usage fees, retrieval fees, and, in case the bicycle is not found, the actual cost of the bicycle for the period. Please be aware and ensure a proper return.
We do not offer bicycle or battery replacement services. Please return the bicycle to the nearest port and complete the return process. After that, you can start a new ride with a different bicycle.
If you return the bicycle to the borrowed port within 5 minutes of unlocking, there will be no additional charge. Please return the bicycle once, and then select the bicycle you wish to use again.
Press and hold the power button on the handlebar’s control panel for about 2 seconds to turn on the power. Once the power is on, you can press the light button to turn on the lights.
It is a handlebar lock that can be used to prevent the bicycle from tipping over when parked.
Usage Instructions:
Turn the ring in the “lock” direction, which is counterclockwise, to secure the handlebars.
Turn the ring in the “unlock” direction, which is clockwise, to release the handlebar lock.
Please Note:
Before riding, make sure to unlock the handlebars and ensure they rotate smoothly.
Do not ride with the handlebars fixed in place (with the ring in the “lock” position). This is dangerous and prevents normal handlebar operation.
Do not operate the handlebar lock while riding.
Regarding troubles during use (malfunctions, accidents, theft, removal)
If you are unable to return the bicycle at the port after locking it and pressing the “返却/RETURN” button on the terminal at the rear wheel’s top for about 5 seconds, please try the following:
(1) Is the bicycle correctly placed at the location shown in the app’s port image?
(2) Have you locked it?
If the lock and spoke are physically in contact, there may be issues with proper locking, so please try moving the rear wheel slightly with your hand and then lock it. If the issue persists, please contact our customer support center at 0570-783-677. We are available 24/7.
In case of an accident during use, please follow these steps:
Report the accident to the police (Call 110 if there are injuries).
Contact our customer support center at 0570-783-677.
If you experience an accident while using the bicycle, promptly contact the operating office and provide them with the date, time, location, cause, and circumstances of the accident. If necessary, contact the police and follow the legal procedures.
We provide insurance coverage for injuries to users and liability towards third parties. However, for damages exceeding the coverage limit, the user will be responsible. Please review the details in Article 22 (Compensation) of the Terms of Use and on our website.
In cases requiring negotiations or settlements regarding accidents, the user will be responsible for handling the matter independently. Additionally, regardless of the situation, we may claim damages against the user if we must compensate third parties.
Please contact our customer support center immediately at 0570-783-677 (available 24/7). We charge a retrieval fee based on the retrieval location as follows:
Within the service area of Kyoto city (excluding Yamashina-ku, Kyoto city): 11,000 yen (tax included).
Outside of the service area: 33,000 yen (tax included).
If your bicycle has been removed by the local authorities, you must personally retrieve it on the day of removal, pay the storage fee, and complete the return process at our dedicated port. In this case, no retrieval fee will be charged, and you will only be billed for the usage fees incurred during that period.
If your bicycle cannot be found (or is stolen), a fee of 165,000 yen (tax included) will be charged. Please contact us promptly if your bicycle is not found.
Even if you do not contact us, if we confirm incidents such as the removal of bicycles by local authorities, improper parking, or theft, the usage fees from the start of usage to retrieval will be charged in addition to the above fees. Please contact us as soon as possible.
Note: When we receive your call at the support center, we may confirm your return location using our system. However, it is imperative that you return the bicycle to a local port (excluding full ports) without fail. If the bicycle is not returned properly, we will charge usage fees, retrieval fees, and, in case the bicycle is not found, the actual cost of the bicycle for the period. Please be aware and ensure a proper return.
If you report the issue and return the bicycle to the borrowed port within 5 minutes after unlocking it, there will be no charges. After returning it, you can select another bicycle if you wish to continue using the service.
Additionally, to help improve the service, if you encounter any issues with the bicycle, please use the “Report” feature in the app’s menu and provide details about the problem under “Bike you used in the past.” Your cooperation in reporting issues is appreciated.
You can still ride the bicycle in an “out of range” state, but please be cautious. If you lock the bicycle while in this state and perform temporary parking or any other operation, you won’t be able to unlock the bicycle again.
You should wait until the “out of range” warning disappears from the lock’s operation terminal before any further use. Therefore, we recommend avoiding the use of the bicycle in areas with poor or no cellular network coverage (e.g., deep underground locations or remote mountain areas).
If, by any chance, you are unable to unlock the bicycle, and its retrieval is necessary, please contact our customer support center immediately at 0570-783-677 (available 24/7). Depending on the retrieval location, the following retrieval fees apply:
Within Kyoto City service area (excluding Yamashina Ward): ¥11,000 (tax included)
Outside of the deployment area: ¥33,000 (tax included)
Additionally, please ensure that you return the bicycle to a designated port within the system to avoid any further charges. If the bicycle is not returned correctly, you may be subject to usage fees or retrieval charges for the period in question, or if the bicycle is not found, you may be billed the actual cost. Please take note of this.
Regarding inquiries from port owners
Please contact the Clew Operations Office (support@clew.jp) with the following information:
Your name (please provide the company name if applicable).
Contact information (email address/phone number).
The address or name of the property under consideration.
Any specific matters or questions you have.
You can introduce Clew ports for free with no need for construction, starting from spaces for 3 to 4 bicycles.
Clew has a track record of installations in various locations, including private homes, condominiums, offices, and commercial facilities.
There are exclusive benefits for port owners, so please don’t hesitate to contact us.
Others
If there is a change in your registered email address, please follow the procedure to update your email address through the app or other means.
If you have registered with an email address that is not dependent on a specific mobile phone carrier, there is no need for a specific update.
Only those who have registered their mobile phone for card-key use to rent bicycles should re-register their cardkey after changing their mobile phone.
Please proceed with the “Unsubscribe from Service” from your account in the app.
If you have 10 or more users for your organization, please contact the Clew Operations Office (support@clew.jp). We will respond within approximately 3-5 business days.
Please contact the Clew Operations Office (support@clew.jp) first. We will respond within approximately 3-5 business days.
There is no need for advance notice to link to personal blogs, video posts, or social media sites. However, for corporate entities, please contact the Clew Operations Office (support@clew.jp). We will respond within approximately 3-5 business days.
Clew is operated by Clew Corporation. We aim to provide environmentally friendly services that coexist with the community, using shared mobility as a touchpoint to enliven the town.