carsharing_faq-vienna

Most frequently asked

  • Contract & Payment
    • To register at DriveNow, you need to be at least 21 years old and must have been in possession of a valid driving license for at least one year. You also need to have a valid credit or debit card to use as a method of payment. For international use, you need to accept the terms and conditions applicable in that particular country and use your credit card.

    • Simply register online and enter your personal data and a valid credit or debit card. Then you can pick up your customer card from one of our registration stations in Vienna, where your account will be activated. Generally please bring your driving license, your passport / personal ID and your DriveNow payment card to the registration station. In case your driving license has not been issued in Austria, please consider our international regulations.

    • Yes, you can use our services in all DriveNow cities across Europe. Before you use DriveNow abroad you need to enter a valid credit card as a method of payment. The first time you use a DriveNow car in a different country, you need to accept the terms and conditions applicable in that particular country. Local rates apply.
      Special conditions apply for DriveNow in Copenhagen: Before using a car for the first time in Copenhagen, you need to upload images of your driving license via the DriveNow app so that these can be verified. You can find further information on the "How it works" page.

    • A contract may only be cancelled in writing by email, at least six weeks before the end of any quarter. Before you cancel your contract, please bear in mind that it doesn't cost you anything to remain a customer. You can still stay as a customer, even if you don't plan to use DriveNow for a while. You don't pay anything if you don't use DriveNow.

    • To register at DriveNow, you need to be at least 21 years old and must have been in possession of a valid driving license for at least one year. You also need to have a valid credit or cash card to use as a means of payment.

    • Yes, we block a certain sum on your credit card for security reasons. This is standard practice among car rental firms, hotels, etc. You will only be able to open a DriveNow car, for example, if we have been able to block this sum as security. If, despite the availability of sufficient funds, your credit card was refused by our system, please contact your bank or credit card firm. Of course you will then be charged the exact amount for your rental.

    • DriveNow in Austria accepts payment via credit card (Visa, MasterCard, American Express and Diners Club) as well as Direct Debit with SEPA.

    • Some days after your rental, we will send you an email with the corresponding invoice. The amount due will be debited from your credit card or your account with SEPA. You can see a summary of the invoices corresponding to your recent journeys in the customer login area on the DriveNow website under “Invoices“ or in the DriveNow App.

    • You start paying for your journey when your rental begins, i.e. when you have successfully entered your PIN inside the car. If you have rented a car for immediate use (without pre-reserving via the app), your rental begins when you press "Start rental" on the in-car display. Therefore, you have more than enough time to comfortably adjust your seating-, steering wheel- and mirror-position exactly to your needs.

    • At the registration we will activate your account. Additionally you will receive your customer card which is also the key to the cars additional to the DriveNow App. Generally please bring your driving license, your passport / personal ID and your DriveNow payment card to the registration station. In case your driving license has not been issued in Austria, please consider the following regulations.

      Generally we accept your driving license if issued in one of the following countries: Austria, Belgium, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Lichtenstein, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, Sweden, Spain, United Kingdom.

      Please make sure your principal residence is registered in Austria in case your driving license has been issued in one of the following countries: Bulgaria, Estonia, Croatia, Cyprus, Czech Republic Hungary, Latvia, Poland, Romania, Slovenia, and Slovakia.

      Please make sure that your principal residence is registered in Austria in case your driving license has been issued in one of the following countries. Additionally please also bring your confirmation of residence (“Meldezettel”): Andorra, Australia, Canada, New Zealand, Singapore, South Africa, Switzerland, South Africa, and USA.

      Please make sure that your principal residence is registered in Austria in case your driving license has been issued in one of the following countries. Additionally please also bring your confirmation of residence (“Meldezettel”) as well as a copy of your international driving license: Argentina, Brazil, Chile, Israel, Japan, Mexico, Russia, South Korea, Turkey, Ukraine, and Uruguay.

  • Insurance & Damages
    • The regular DriveNow rate includes third-party insurance, as well as comprehensive cover. The regular excess of €1200 incl. VAT can be reduced to just €420 incl. VAT for €1 per drive.

    • Your own car insurance cannot be used to cover DriveNow cars. If your credit card agreement contains rental car insurance, please contact your credit card organization and ask them about the collision damage waiver included.

    • All DriveNow cars are covered by third-party insurance, as well as comprehensive cover. You can reduce your excess by paying €1 before starting your car in the app or via the in-car screen. This reduces the excess to €420 for accidents that you cause yourself, either fully or partially. There is also the possibility to reduce your excess to €420 or even €0 by purchasing a renewable annual collision damage waiver for €99/€199. The excess cover does not apply in the event of damage caused by grossly negligent driving. Further, the customer is responsible for covering the entire costs of any traffic violations he/she commits.

    • You can view any existing damage on the car via the app, or on the in-car screen if you have rented a car for immediate use. If the damage you have observed has already been reported, you don't need to do anything. If you notice any new damage, please contact customer services and inform them of the damage.

    • In the event of a road accident, the top priority is to make sure that all people involved are okay and that the scene of the accident is safe. You should also inform customer services as soon as possible, either by using the app or the "Call customer services" button on the DriveNow screen. Every road accident, including minor damages, must be recorded by the police. NEVER issue a confession statement as such a statement could render the collision damage waiver null and void. In the event of an accident, you are required to make note of the name of the driver and owner of the other car, the number plate and the police record number. You need to send us a written report of the accident as soon as possible. If the car has broken down, please contact our customer services immediately. 

  • Using DriveNow
    • You can reserve your chosen DriveNow car for free for 2x15 minutes prior to your rental. Once these 2x15 minutes have expired, you are able to reserve the car (for a fee of 10c/min) for up to 8 hours. From Sunday 10pm to Friday 6am you can reserve your preferred car for free.

    • You are allowed to reserve a DriveNow car for a maximum of 8 hours. A charge of 10c/min applies for extended reservations. To extend a reservation, simply click on the remaining reservation time in the app and select "Extend". Like the 2x15-minute reservation, the extended reservation can be cancelled at any time. The costs incurred up until this time will be invoiced to you via your private or business account.

    • If this is the case, please contact our customer services. We will explain how you can reach your car, or book another car for you at no extra charge.

    • No, when you want to use a DriveNow car, you must use your own account. You are, therefore, not allowed to open the car using somebody else's customer card, because every card is linked to a specific DriveNow account. Any person who is not a DriveNow customer and who drives a DriveNow car without being authorized to do so can be held liable for theft.

    • DriveNow operates without keys. In other words, you don't need a car key to open the door. If you have pre-reserved a DriveNow car, you can unlock it simply with the app or your DriveNow customer card. (If you have rented a car for immediate use, you can only unlock it with your customer card.) Simply hold the card up to the reader in the windscreen. To lock the car again, you can either use the app or your customer card.

    • If you've pre-reserved a DriveNow car, all you need to do when you get in the car is enter your PIN using the iDrive controller dial in the central console. Once you've entered your PIN, your rental has begun and you can switch the car on using the start/stop button. If you opened your car spontaneously with your customer card, follow the steps shown on the in-car screen and enter your PIN using the iDrive controller in the last step. Then just start your rental and drive off!

    • You are not obliged to fill up your DriveNow car because our service team takes care of this for you. However, if the fuel level drops below 25% during or at the end of your journey, we recommend that you fill up the car at one of our partner petrol stations. These can be located in the navigation system under "Special points of interest" and entered in the system as a destination. You don't need to pay anything to refuel – simply use the fuel card kept in the central armrest. After switching off the engine, select "Refuel" on the in-car screen. The PIN number required for the fuel card will be displayed. If the fuel level at the start of your rental was below 25%, and you return the car with over 90% in the tank, we will credit your account with 20 bonus minutes.

    • You cannot begin a rental without your PIN. If you have forgotten your PIN, please contact our customer services. If we are able to confirm your identity over the phone, we will send you your PIN by SMS.

    • To contact customer services during your journey in a DriveNow car, simply press the "Call customer services" button in the DriveNow menu on the screen. You can also contact customer services via the DriveNow app.

    • Select "Multimedia" or "Telephone" from the menu on the DriveNow screen and click on the "Bluetooth" option. Confirm that you want to "Add a new device", activate Bluetooth on your smartphone and link your mobile to the car. Your phone will be connected.

    • The majority of cars on our fleet are equipped with an automatic transmission. If your driving license only allows you to drive automatics, you can only drive DriveNow cars with an automatic transmission. Those cars are identified accordingly in the DriveNow app and can be shown in the app using the integrated car filter.

    • Driving into other countries is strictly forbidden.

    • All of the BMW models in the DriveNow fleet contain booster seats for children. These are usually kept in the boot. If you notice that a booster seat is missing from a car, please inform customer services. There are no booster seats available in the MINI models. Please feel free to use your own child seats in these cars.

    • As a general rule, yes. However, you are responsible for returning the car in a clean condition. If the car is very dirty inside, we reserve the right to invoice you for the necessary cleaning (see price list).

    • If you have chosen to use the Handshake service and want to hand your car over to the next driver, switch off the engine and choose the option "Hand over" on the DriveNow screen. All that the next driver needs to do is click on "Take over" and the handshake is completed.

    • If the next driver does not turn up to receive the car, you can leave the vehicle in any free parking space and end your rental as usual. If you've reserved a car with a Handshake and the previous driver doesn't turn up at the agreed time, you can cancel your reservation at any time.

    • No, DriveNow has no fixed pick-up and drop-off points. You can leave the car in all public car parks within the business area – regardless of where you started out. Please keep in mind the local parking regulations.

    • When you want to end your journey, switch off the engine and lock the car using the app or customer card (by holding your card against the reader in the windscreen). When the light on the reader lights up green, the rental has been successfully ended. If you want to take a short break during your journey, switch off the engine and select "Take a break" on the DriveNow screen.

    • You can end your rental in all public car parks within the business area, except for example in reserved residential parking zones, private car parks, multi-story car parks and parking zones with specific parking regulations, such as disabled spaces, no-parking zones or taxi parking spaces. Our key rule says that parking should be allowed for at least 48 hours from the time you park your car on the specific parking space. Parking information about a particular city can be found on the corresponding city page. You can also view the business area in the app or in your car's navigation system.

    • Much to our regret, certain external influences (e.g. solar flare) can occasionally interfere with the global positioning of your vehicle. If this is the case, please contact customer services via the app or by pressing the "Call customer services" button in the car. We will resolve the issue and end the rental on your behalf.

    • Unfortunately, we need a GSM connection to transmit information. In other words, the normal radio network is not always sufficient. Your mobile may, therefore, be showing full reception, even when there is no GSM connection. Drive on a little further, park the car and try again. If the problem persists, please contact customer services via the app or by pressing the "Call customer services" button in the car. We will resolve the issue and end the rental on your behalf.

  • Packages & Bonus Minutes
    • The Savings Packages can be booked in the customer login area on the DriveNow website. The Hourly Packages can be booked for current reservations in the app under "Plan your journey", or before you start your rental in the car if you've rented a vehicle for immediate use. All packages can be booked for leisure and business journeys.

    • Parking minutes are not included in Savings Packages. Parking minutes will be invoiced separately. The Hourly Packages include parking minutes for the whole duration of the package.

    • A 30-day Savings Package can be cancelled on the DriveNow website at any time before the end of the 30 days. If it is not cancelled, the package is automatically renewed for another 30 days.

    • When you have used up all the minutes in your Savings Package, you will receive an automated message via email. Once the Savings Packages minutes have been used up, you will use up any available bonus minutes. Following this, the standard price per minute will apply until the minutes of the next Savings Package are available, up to 30 days after the start of the previous package. If the minutes in a Savings Package are not used up within the 30-day period, they expire.

    • It is not possible to change the type of Savings Package you are using during the 30-day period for which the Savings Package is valid. Another Savings Package, however, can be booked at any time. When this new Savings Package has expired, the previous Savings Package will be reactivated. It is not possible to use more than one Savings Package at any one time.

    • No, you can only use packages and bonus minutes in your own DriveNow country, i.e. the country in which you registered. For example, as a DriveNow Austria customer, you can only use your packages and bonus minutes in Austria, and not in any other DriveNow country.

    • If your account has been credited with bonus minutes, those with an expiry date will be used up first.

    • Once you have used up all the hours included in your Hourly Package, you will be charged the standard rate per minute. Once you have used up your kilometre allowance, you will be charged an additional fee for every further kilometre driven. You can consult our current rates on the DriveNow website under "Rates".

    • Our Shopping Package offers you a great deal for your trip to and your experiences at Designer Outlet Parndorf. You will benefit from a combination of an Hourly Package and shopping vouchers that can be used at the outlet. Book your Shopping Package after having pre-reserved your car via “Plan Trip” in the app. There you can chose your preferred Shopping Package and the number of people that should benefit from it. Book the package, open the car and start your trip to Designer Outlet Parndorf (the BMW i3 is excluded from the Shopping Package).

    • Our Wellness Package offers you a great deal for your trip to and your experiences at Therme Wien. You will benefit from a combination of an Hourly Package, tickets and bathrobes for the thermal spring. Book your Wellness Package after having pre-reserved your car via “Plan Trip” in the app. There you can chose your preferred Wellness Package and the number of people that should benefit from it. Book the package, open the car and start your trip Therme Wien (the BMW i3 is excluded from the Wellness Package).

  • Driving an electric car
    • You are not obliged to charge your BMW i3 because our service team takes care of this for you. However, if the power left in the car drops below 25% during or at the end of your journey, we recommend that you recharge the car. You don't need to pay anything to recharge – simply use the charging card kept in the central armrest. We'll credit your account with 20 bonus minutes if you recharge. Please keep in mind that you have to end your rental at a conventional charging station if your remaining power drops below 15 kilometers of estimated reach. Further please consider that you must not end your rental at a charging station with charging cable (“rapid charging stations”). In the event that your BMW i3 runs out of power outside the business area, you will be invoiced for the call-out of our service team and the return transport of the car.

    • You can charge your car at the SMATRICS charging points in Vienna. The location of the DriveNow partner charging points can be displayed on the screen in the car (see navigation system under "Special points of interest") and entered as a destination in the system. Soon you can also locate charging points in the DriveNow app.
      Important: The BMW i3 can only be charged at designated charging points using the cable provided in the car. The BMW i3 cannot be charged using a conventional 220-volt socket.

    • The engine must be switched off before charging (the light on the start/stop button lights up orange). Take the charging cable out of the boot and first plug it into the charging point, before plugging it into the car. The charging card (kept in the central armrest) allows you to unlock the charging point. When the car is charging correctly, the blue LED lights inside the charging socket flash continuously. An orange or red light symbolizes that something is wrong. Please contact customer services in this instance.
      For charging your BMW i3 at a rapid charging station, please only use the charging cable of the station and switch the electrical output to “CCS”. Then you can plug the cable into the car and press “Start”. Follow the instructions on the screen and verify the charging process by holding your charging card to the charging station.

    • Unplug the charging cable from both the charging point and the car, and replace the cable in the boot. N.B.: The charging cable is wired into the boot of the BMW i3. Please make sure, therefore, that you have disconnected the cable from both the charging point and the car before you drive away. DriveNow reserves the right to invoice customers for any damages that may occur if this advice has not been followed.
      Please follow the instructions on the screen of the charging station to end the charging process at a rapid charging station. Select the electrical output chosen before starting the charging process and press „Stopp“. Then you can unplug the charging cable from your BMW i3 and put it back to the charging station- Please keep in mind that you are obliged to leave the charging area after the charging process at rapid charging stations.

       

    • Charging the car from 0% to 100% usually takes between four and five hours at a conventional charging station. However, the car does not charge at a constant rate. Charging is considerably faster between 25% and 80% capacity. At rapid charging stations it takes approximately 30 minutes

       

    • Generally, you can end your rental at every conventional charging station within the DriveNow business area in Vienna. Start the charging process and put the charging card back to its pocket in the central armrest before locking your BMW i3 with your DriveNow app or with your costomer card. Please keep in mind that the general parking regulations still remain in force and that the car must not be parked on an enclosed private parking space after having finished the charging process. It is not possible to end your rental on a rapid charging station, thou you can charge your car there while your rental is still active

  • Using DriveNow for Business
    • DriveNow provides a range of attractive mobility solutions for numerous corporate customers of all sizes. Simply fill out the form on our corporate web page and send us a non-binding enquiry. A DriveNow team member will get in touch with you as soon as possible.

    • The DriveNow registration process allows you to enter a corporate invoicing address for your business journeys. You can also enter an address after registration by logging in to the customer login area on the DriveNow website. This is where you can enter the means of payment that should be used for your business journeys, as well as a corporate email address. Before starting your rental, you can state whether your trip will be private or business in the app, under "Plan your journey". If you've rented a car for immediate use, without pre-reserving it, you can select the type of journey on the screen once you're inside the car. The invoice for this journey will be issued using the invoicing address provided and sent to the corresponding email address.

    • If DriveNow has an agreement in place with your company, you can easily link your private account to the corporate account. Please contact the person responsible for DriveNow in your company for further information. You can also separate your private account from an existing DriveNow corporate account easily. To do this, simply log into your corporate data page on the DriveNow website and delete the link to your private data.

  • Miscellaneous
    • Your personal data is used exclusively in accordance with the Austrian Data Protection Act (“Datenschutzgesetz”). Your data is only passed on to third parties when this is necessary to enable DriveNow to fulfil your contract or your rental agreement, or when you have explicitly agreed for your data to be transmitted for a specific reason. You can revoke your permission at any time. You can find further details in our Terms and Conditions and in our Data Protection Agreement.

    • If this is the case, please contact customer services or visit one of our registration points. If you have lost your customer card, we will immediately block the card and issue you with a new one. A fee applies for issuing a new customer card to replace a lost or damaged card (see price list). This fee will of course not apply in case you bring a certified confirmation of theft along to the registration station or your card doesn’t work any more. You are still able to use DriveNow via the app if you do not have a customer card.

    • All DriveNow cars are fitted with tires that are safe for driving in the winter months so that you can drive in the snow with peace of mind.

    • Please contact customer services. We will be pleased to help you find lost items. However, we do not accept any liability for items that are left behind in a car.

    • The DriveNow cars are cleaned and inspected regularly by our service team. However, if you do find items in the car that don't belong to you, please contact customer services. We'll try to find the owner and contact him/her so that they can retrieve their lost property.

    • Please contact us at verkehrsstrafe@drive-now.at or service@drive-now.at with any queries about parking or speeding tickets.

    • You are liable for any traffic offences, e.g. speeding, when you are behind the wheel of a DriveNow car. In the event of traffic offences, we are obliged to pass your personal data on to the relevant authorities, which will contact you directly. To cover the administrative costs of your traffic violation against the “Straßenverkehrsordnung” StVO), we reserve the right to invoice you with the corresponding service charge (see price list).

    • No. Out of respect for other customers, smoking in DriveNow cars is forbidden, which is also clearly stated in our GTC. If someone informs us that you were smoking during your DriveNow rental, we reserve the right to invoice you for the necessary cleaning (see price list).

    • The voucher is only valid for one free registration in Austria. After a successful redemption the voucher will lose its validity. The voucher must not be copied or duplicated in any way. The voucher amount cannot be paid out in cash or refunded. The voucher is freely transferable and can be redeemed by the respective holder. By transferring the voucher, you are obligated to refer to the General Terms and Conditions of DriveNow Austria GmbH to the new holder. In case of loss or theft of the voucher, DriveNow Austria GmbH does not accept any liability for an unlawful redemption of the voucher. Any commercial resale or use of the voucher is strictly prohibited. In case of disregard of the abovementioned rules and regulations, any claim to use to offer will be invalidated. DriveNow reserves the right to make further demands, particularly the payment of compensation. The voucher is valid until 31 December 2018. The General Terms and Conditions of DriveNow Austria GmbH apply at all times.

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