DriveNow_carsharing_helsinki_faq

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 full valid driving license for at least one year. You also need to have a valid credit or debit card to use as a means of payment.

    • Once registered you may 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 48 hours of registering.

    • We accept payment by credit card (Visa and MasterCard). Please note we do not accept debit or prepaid cards.

    • 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 card. You can see a summary of the invoices corresponding to your recent journeys in the DriveNow app or in the customer login area on the website, under “Trips and 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.

    • At the moment it is unfortunately not possible for Finnish customers to use our services in other DriveNow cities but we are working on it.

  • Insurance & Damages
    • The regular DriveNow rate includes third-party insurance, as well as comprehensive cover including theft. There is a 1.000 € excess for any liable damage. You can reduce the excess to 350 € for just 1,50 € per trip with our Collision Damage Waiver (CDW). If you reserve a car through the app, you can choose to reduce your excess in 'Plan Trip'. 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 1.000 €. You can reduce this to 350 € for just 1,50 € 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 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 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.

    • The majority of the cars in the DriveNow Helsinki 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.

    • 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.

    • 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.

    • No, driving into other countries is strictly forbidden.

    • You don’t need to fill up 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. You'll need to enter this PIN and the current mileage when you're at the till. If the fuel level at the start of your rental was below 15%, 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.

    • 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 and on the website). All our vehicles have letter Z parking permits which includes all parking areas (A-O). As long as you park in parking areas asking for a parking permit A-O you can park there. In those areas you are not bound by maximal parking times and do not need to display a parking disc. Exceptions include parking areas with specific regulations, such as disabled spaces, no-parking zones, taxi parking spaces, time limited parking areas not asking for parking permits A-O (i.e. 60 minutes, 4 hours, etc.). 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. 

    • 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 models contain booster seats for children. These are kept in the boot. 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 our MINI models which don’t contain booster seats.

    • You are able to transport pets with a BMW 2-series Active Tourer in the trunk compartment. Find a car that is sutiable for you and your pet with DriveNow. Please note that if the car is very dirty inside after the rental we reserve the right to invoice you for the necessary cleaning (see price list). 

  • Packages & Bonus Minutes
    • DriveNow bonus minutes will be used in the following order: minutes with an expiration date will be used first, followed by 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 Finland, you can only use your packages and bonus minutes in Finland and not in any other DriveNow country.

    • 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 "Pricing".

  • Driving an electric car
    • You don't need to charge your BMW i3 we take care of this for you. However, if the power left in the car drops below 15% 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. 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 partner charging points operated by Virta in Helsinki. 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 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 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 between four and five hours. However, the car does not charge at a constant rate. Charging is considerably faster between 25% and 80% capacity.

    • 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.

  • Using DriveNow for Business
    • DriveNow offers a range of solutions for corporate customers of all sizes. Simply contact us at sales@drive-now.fi 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 'Plan Trip.' 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 asiakaspalvelu@drive-now.fi 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).

    • 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).

    • All DriveNow cars are fitted with winter tyres in the winter months so that you can drive in the snow with peace of mind. In the summer the vehicles will be fitted with summer tyres.

    • 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).

    • Your personal data is used in accordance with the Finland Data Protection Act 1998 (DPA). 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 Privacy Policy.

Couldn't find the answer to your question here?

Give us a call. We are here to help you.

Our DriveNow service hotline
+358 100 0511
 

Or write us an e-mail
asiakaspalvelu@drive-now.fi