DriveNow carsharing
carsharing_faq-london

Frequently asked questions

  • Contract & Payment
    • As long as your details are all ok, your account should be activated soon after registering - but we will need to review your details first. You may also be asked to take a photo of a few documents 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 let you know. We aim to get your account verified within 24-48 hours of registering.

    • To register at DriveNow, you need to be at least 23 years old and must have been in possession of a full valid driving license for at least two years if aged 23-27, or one year if aged 28 or over. You also need to have a valid credit or debit card to use as a means of payment.

    • Everything can be done in the app now so you don’t need a DriveNow customer card to use the service anymore. This means we won’t send you a card when you join. However, if you’re unable to access the DriveNow app on a smartphone, we can send you a DriveNow customer card as your ‘key’ to our cars. Please contact our customer service team to ask for one.

    • The cost of your trip is direct debited from your credit/debit card. Two days after your rental, we will send you an email with the corresponding invoice receipt, which can be used for tax purposes. 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'.

    • We accept payment by credit card (Visa, MasterCard, American Express and Diners Club) or debit card. Please note we do not accept prepaid cards or Electron cards.

    • You start paying for your journey when your rental begins, i.e. when you have successfully entered your PIN in the app. If you rent a car 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 5 working days for the funds to appear in your account.

    • 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 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 one quarter. Before you cancel your contract, please bear in mind that it doesn't cost you anything to remain a customer as you only pay when you use the cars. You can still stay as a customer, even if you don't plan to use DriveNow for a while.

  • Insurance & Damages
    • The regular DriveNow rate includes third-party insurance, as well as comprehensive cover, including theft. There is a £750 excess for any liable damage. You can reduce the excess to £350 for just £1 per trip with our Collision Damage Waiver (CDW). Select to reduce your excess in the app after reserving a car. For customer card initiated rentals, you can select the CDW in car before the start of your rental.

    • 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.

    • All DriveNow cars are covered by third-party insurance, as well as comprehensive cover, including theft.  The standard excess for any damage is £750. You can reduce this to £350 for just £1 per rental with our Collision Damage Waiver. DriveNow does not offer any other option for further reducing the excess. In line with section 9.3 and 9.6 of the DriveNow Terms and Conditions, the excess cover does not apply in the event of damage caused by grossly negligent driving. According to section 9.5 of the DriveNow Terms and Conditions, 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 don’t reserve with the app. 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 – call from the app by selecting ‘Support’ in the main menu. 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
    • The DriveNow Zone covers the 9 London boroughs of Westminster, Tower Hamlets, Southwark, Barnet, Brent, Haringey, Hackney, Islington and Waltham Forest.
      The DriveNow Zone in Waltham Forest is south of the North Circular only.
      The DriveNow Zone in Southwark goes down to the South Circular only.
      The DriveNow Zone in Barnet goes just north of the North Circular (including Finchley Central Station).
      For the most up to date information, please refer to the DriveNow Zone map.

    • 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 Reservation’. 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 by calling through the app. We will explain how you can reach your car, or book another car for you at no extra charge.

    • A 'Trip Duration' timer on the main app screen will show you how many minutes you've used during your rental (when using the drive-per-minute option).

      If you've booked an hourly or daily package, the timer will show the remaining time of your rental. If you go over time on a package, the time will display how long for also.

    • No, when you want to use a DriveNow car, you must use your own account. You are not allowed to open the car or use a DriveNow car using somebody else's app or customer card. 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 and you don't need a car key to open the door. After reserving a car, simply unlock it with the app. To lock the car, simply select this option in the app after parking. If you have a DriveNow customer card, you can use this to unlock and lock the car by holding the card up to the reader in the windscreen.

    • Once you’re beside the car, open any door and you’ll be able to enter your 4-digit DriveNow PIN in the app (or use Touch ID or Fingerprint on your smartphone). If you don’t use the app, 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 by calling through the app. 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.

    • 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 app using the Search function or 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' in the app or the in-car screen. The PIN number required for the fuel card will be displayed. You'll need to enter this PIN when you're at the till. If you need the refuelling instructions during your rental, tap 'Refuel' in the app to view these (including the fuel card PIN!). 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.

    • As per our terms and conditions, when you end your rental, the car needs to have no less than 15 miles remaining (for all our petrol and electric models) please. This is so the next driver doesn't get caught out!

    • All the cars in the DriveNow London fleet are automatic as is the majority of our fleet in other DriveNow cities. 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.

    • All our BMW 1 Series, MINI 5 door and MINI Clubman 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 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).

    • 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 DriveNow Zone – regardless of where you started. Check out our Parking Guidelines for more info.

    • When you want to end your journey, simply switch off the engine and lock the car using the DriveNow app. 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, get out of the car and select 'Park & Keep' in the app. If using a customer card, hold your card against the reader on the windscreen to lock the car.

    • Park for free in any on street pay and display only bay (pay at machine / pay by phone), shared use bay (pay and display or resident permit holders), resident permit holders only bay, or white lines bay indicating on street parking. More info.

    • You may park for free in any on street pay and display only bay, shared use bay, or white lines bay indicating on street parking. You are not allowed to park in a Resident permit holders only bay in Westminster. More info.

    • You are not allowed to park a DriveNow in any parking bay with specific regulations, such as disabled spaces, no-parking zones, taxi parking spaces, business parking bays, estate parking or designated car club bays. Check out our Parking Guidelines for more info.

    • There are some locations where, although inside the DriveNow Zone, 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, driving into other countries is strictly forbidden.

  • Packages, Bonus minutes & Monetary Credit
    • After reserving a car, select the hourly or daily package you need. You will need to select the package before you unlock the car. All packages can be booked for leisure and business journeys, and can be booked for any DriveNow car. Some hourly and daily packages cannot be used in the BMW i3.

    • The 'Trip Duration' timer on the main app screen will display the countdown of your hourly or daily package during your rental. If you go overtime on a package, the timer will show how long for.

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

    • Savings Packages can be purchased in the app menu or the customer area on the DriveNow website.

    • A 30-day Savings Package can be cancelled in the app or 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 and/or monetary credit. Following this, the standard per minute price 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. You cannot use more than one Savings Package at any one time. Another Savings Package, however, can be booked at any time. When the current Savings Package has expired (at the end of the 30-day period), the new Savings Package will be activated.

    • Parking minutes are not included in Savings Packages. Parking minutes will be invoiced separately.

      Hourly packages include both driving and parking minutes. 

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

    • The DriveNow packages and bonus minutes are used up in the following order:

      1. The Savings Package minutes, bonus minutes and/or monetary credit with the closest expiry date
      2. Purchased minutes and/or monetary credit with no expiry date
      3. Bonus minutes and/or monetary credit with no expiry date
    • Bonus minutes and monetary credit are both automatically applied to your trip cost – you don’t select when you want to use it. Bonus minutes will only be applied to per-minute driving. Monetary credit will be applied to any part of the invoice (except fines and service fees), so can be used for per-minute driving, hourly and daily packages, drop off fee at London City Airport etc. Savings Packages, Prepaid Pacakges and vouchers can not be bought with credit.

    • You can check your bonus minutes balance in the DriveNow app menu and in your customer area on the DriveNow website. You can currently only check your monetary credit balance in your customer area on the DriveNow website.

    • Any bonus minutes you have in your DriveNow account will be automatically applied to per-minute driving and will be deducted from your trip cost.

      Any monetary credit you have in your DriveNow account will be automatically deducted from your invoice and can be used for any type of driving - per minute, hourly packages and daily packages. Monetary credit cannot be used for savings packages, fines or service fees like admin fee, cleaning fee etc.

  • Driving an electric car
    • If the charge of your BMW i3 is 25% or below though, park the car in a Source London charging point in the DriveNow Zone, plug the car in, and we'll give you 20 bonus minutes to say thanks. Find out exactly how to charge the BMW i3 here.

    • You don't need to charge your BMW i3 we take care of this for you. However, in the event that your BMW i3 runs out of power outside the DriveNow Zone, 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.

  • Using DriveNow for Business
    • DriveNow offers a range of solutions for corporate customers of all sizes. Simply fill out the form on our 'For businesses' page 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 select your Business Account if you want the trip cost to be charged to that account. 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’re happy 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.

    • If you lose your customer card, please contact customer services so we can ensure no one else can use it. You don’t need a customer card to use the service anymore as everything can be done through the app, so we won’t send you a new one. However, if you’re unable to access the DriveNow app on a smartphone, we can send you a DriveNow customer card as your ‘key’ to our cars. Please contact our customer service team to ask for one.

    • 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, if you use the Dartford Crossing during your DriveNow rental, you will need to arrange the Dart Charge payment yourself. You can make the payment here. If you do not pay the fee by midnight the day after you cross, you will receive a Penalty Charge Notice which can start at £35 + the crossing fee.

    • 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).

    • Your personal data is used in accordance with the General Data Protection Regulation (GDPR). 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.

    • Please contact us at tickets.uk@drive-now.com with any queries about parking tickets.

Couldn't find the answer you're looking for?

Our DriveNow service hotline

+44 207 018 8269

 

Or write us an email

service@drive-now.co.uk