carsharing_faq-brussel

Frequently Asked Questions

  • Contract & Payment
    • To register at DriveNow, you must have been in possession of a full valid driving license for at least two years. You also need to have a valid credit card or prepaid credit card (with your name on it) to use as a means of payment. If you do not have a credit card, you can register with someone else’s credit card and submit the authorisation form. 

    • Once registered you will be asked to take a photo of your driving licence and a selfie using the DriveNow app so we can verify your details. As soon as we have verified your uploaded documents we will activate your account and post your customer card out to you. We aim to get your account verified and your customer card out to you within 24 hours of registering.

    • We accept payment by credit card (Visa, MasterCard and American Express) or prepaid credit card (the cardholder’s name must be written on the card). 

    • Yes, this is possible. If you have their consent, you can fill in the authorization form which can be downloaded here (link to form) and present yourself at the DriveNow office, Buro & Design Center, Esplanade 1, 1020 Brussels (open Monday to Friday, 9am to 6pm). Please note that you and the credit card holder both have to go to the DriveNow office in person and present the requested documents (ID card, driving license and credit card).

    • Two days after your rental, we will send you an email with the corresponding invoice, which can be used for tax purposes. The amount due will be debited from your credit/debit card. You can see a summary of the invoices corresponding to your recent journeys in the DriveNow app menu under 'Your trips' or in the customer login area on the DriveNow website, under 'Invoices'.

    • 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.

    • Yes, we block a certain sum on your credit card for security reasons. This is a refundable deposit and 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.

      Once your rental has ended we notify your bank to refund/release the amount. It may take up to 3 days for the funds to appear in your account.

    • A contract may only be cancelled in writing by email, at least six weeks before the end of any one 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.

    • Yes, you can use our services in most DriveNow cities across Europe. Before you use DriveNow abroad, however, you need to enter a valid credit card number as a method of payment. The first time you use a DriveNow car in a different country, you need to accept the DriveNow 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 licence via the DriveNow app so that these can be verified. You can find further information on the 'How it works' page.

  • Insurance & Damage
    • The regular DriveNow rate includes third-party insurance, as well as comprehensive cover including theft. There is a 950€ excess for any liable damage. You can reduce the excess to 500€ for just 1€ per trip with our Collision Damage Waiver (CDW). If you reserve a car through the app, you can choose to reduce your excess in the app. For spontaneous bookings you can select the CDW in car before the start of your rental. 

    • All DriveNow cars are covered by third-party insurance, as well as comprehensive cover, including theft.  The standard excess for any damage is 950€. You can reduce this to 500€ for just 1€ per rental with our Collision Damage Waiver. DriveNow does not offer any other option for further reducing the excess. 

    • 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 organisation and ask them about the collision damage waiver included.

    • 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 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. You can contact them directly through the DriveNow app.

    • 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 service" 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
    • 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/

    • 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.

    • When you want to end your journey, simply switch off the engine and lock the car using the DriveNow app or customer card (by holding your card against the reader on the windscreen). You don't need to select anything in car first. Wait for the reader light to turn green to confirm the rental has been successfully ended. If you want to take a short break during your journey, switch off the engine and select 'Park & Keep' on the in-car screen.

    • You can end your rental in virtually any on-street public parking bay within the DriveNow business area (you can view the business area in the DriveNow app) - this includes pay and display bays, residents' only bays and any mixed use parking bays.  Exceptions include parking bays with specific regulations, such as disabled spaces, no-parking zones, taxi parking spaces or designated car club bays. Our full parking guidelines can be found on the 'How it works' page.

    • You can reserve your chosen DriveNow car for free for 15 minutes prior to your rental. Once these 15 minutes have expired, you are able to reserve the car (for a fee) for up to 8 hours.

    • You can reserve a DriveNow car for a maximum of 8 hours. A charge applies for extended reservations. To extend a reservation, simply click on the remaining reservation time in the app and select "Extend". Like the 15-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.

    • Half of the cars in the DriveNow Belgium fleet are automatic. If your driving licence only allows you to drive automatic, you can only drive our automatic cars. You can find automatic cars by using the car filter in the DriveNow app. 

    • 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 authorised 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. 

    • 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.

    • No, driving out of Belgium is strictly forbidden. 

    • Yes, you can use our services in most DriveNow cities across Europe. Before you use DriveNow abroad, however, you need to enter a valid credit card number as a method of payment. The first time you use a DriveNow car in a different country, you need to accept the DriveNow 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 licence via the DriveNow app so that these can be verified. You can find further information on the 'How it works' page.

    • You don’t need to refuel your DriveNow car as our service team takes care of this. 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. You can find these in the navigation system under "Special points of interest". 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.  

    • No, DriveNow has no fixed pick-up or drop-off points. You can leave the car in virtually any on-street public parking bays within the business area – regardless of where you started out. Check out our 'How it works' page for more information on our parking guidelines.

    • 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.  

    • All our BMW 1 Series, BMW Active Tourer and BMW i3 models contain booster seats for children. These are kept in the trunk. If you notice that a booster seat is missing from a car, please inform customer services. Please feel free to use your own child seats in these cars.

    • As a general rule, yes but they need to be kept in a cage. If the car is very dirty inside, we reserve the right to invoice you for the necessary cleaning (see price list).

    • A contract may only be cancelled in writing by email, at least six weeks before the end of any one 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.

  • Parking
    • Look at the street signs above to identify which zone you are in (green, blue, grey, orange or red). You can also look at the parking meters to identify if you are parking in a red/orange zone. The parking meters will display a red or orange color banner on the outside. You cannot park your DriveNow car in a red or orange zone. 

    • You can end your rental in any on-street public parking spot within the DriveNow business area (you can view the business area in the DriveNow app and on the website). This includes blue, green and grey zones in Brussels. It is forbidden to park your car in red and orange zones, disabled spaces, no-parking zones, taxi or parking spaces reserved for station-based carsharing. Our full parking guidelines can be found on the 'How it works' page. 

    • There are some locations where, although inside the business area, we don't have permission to park there. Please check the DriveNow app for any parking restrictions and move to a different parking space if necessary. Also 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.  

    • No. In order to end your rental, you must find the specific DriveNow parking spaces inside the Interparking garage and park your DriveNow on one of the five parking spaces. The DriveNow parking spaces are identified with a yellow carsharing logo and with the DriveNow logo.

    • No. There is no extra fee to park your DriveNow car in one of the 10 Interparking garages in the city of Brussels. There is only an airport fee to take or leave a car at Brussels Airport (10€).

    • It might happen that all DriveNow parking spaces are full with DriveNow cars. If this happens, please call our call center with the app and they will tell you where to park your DriveNow.  

    • No. It is very important that you access and leave the parking with your Pcard only (located in the armrest). You do not need to take a ticket.

    • No. You can only access one of the 10 Interparking garages mentioned above and the P3 Holiday Parking at Brussels Airport*. The Pcard will not work if you try to access other Interparking garages in Brussels.

  • Packages & Bonus Minutes
    • Hourly Packages include both driving and parking minutes. 

    • The Hourly Packages can be booked for current reservations in the app 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.

    • Once you have used up all the hours included in your Hourly Package, you will be charged the standard per minute rate of the vehicle. Once you have used up your km allowance, you will be charged an additional fee of 29 ct per km for each additional mile. Our current rates are available on the DriveNow website under 'Pricing & Packages'.

    • DriveNow packages and bonus minutes will be used in the following order: minutes with an expiration date will be used first, followed by purchased package minutes that have no expiration date and finally, bonus minutes that have no expiration date.

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

  • Driving an Electric Car
    • To start the engine, place your right foot on the brake pedal and push it down, then press on the start button. Keep your foot on the brake pedal and shift the gear lever from “P” into "D". To get your car moving, slowly release pressure on the brake pedal. Take your foot off the brake, use the same foot to press the gas pedal gently, and the car will begin to move. There is no need to change gears in relation to speed

    • You don't need to charge your BMW i3 we take care of this for you. 

      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, therefore please take note of the range left in the car when reserving a car or starting your rental.
       

    • You can charge your car at a Total Charging Station. Charging points are displayed on the in-car screen (see navigation system under "Special points of interest") and can be entered as a destination in the sat nav. 
      Important: The BMW i3 can only be charged at Total Charging Station. 
       

    • The engine must be switched off before charging (the light on the start/stop button lights up orange). Take the charging card located in the central armrest, which will allow you to unlock the charging point. Select the right plug (fast charging AC if possible) and attach it to your car. When the car is charging correctly, the blue LED lights inside the charging socket flash continuously. An orange or red light symbolises that something is wrong. Please contact customer services in this instance.

    • Charging the car from 0% to 100% varies depending on the type of charging point but usually takes around 1 hour. However, the car does not charge at a constant rate. Charging is considerably faster between 25% and 80% capacity.

    • Unlock the car and take the appropriate charging card located in the armrest. Unplug the charging cable from the charging point and return the charging card in the armrest. 

  • Using DriveNow for Business
    • DriveNow offers a range of solutions for corporate customers of all sizes. Simply contact us at Julien.vandichel@drive-now.com if you'd like to find out more. A member of our team 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.

      Reserve a car using the DriveNow app and then tell us if you want the invoice charged to your business account using the app. For spontaneous rentals, you can select the type of journey on the screen once you're inside the car. The invoice for your journey will be issued using the business 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.

  • Miscellaneous
    • 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 fines@drive-now.be with any queries about parking 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, who will contact you directly. To cover the administrative costs of your traffic violation, we reserve the right to invoice you with the corresponding service charge (see price list).

    • All DriveNow cars are fitted with winter tyres so that you can drive in the snow with peace of mind. 

    • No. Out of respect for other customers, smoking in DriveNow cars is forbidden. 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)

    • If this is the case, please contact customer services. 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).

Still have a question? Contact us

Call our customer service free if within Belgium

Téléphone: 0800 601 63
Our write to us at
service@drive-now.be