carsharing_faq-lisbon

Most frequently asked

  • Contract & Payment
    • To register at DriveNow, you need to be in in possession of a full valid driving license for at least one year. You also need to have a valid credit card as a payment method or a member of Via Verda.

    • Once registered you will be asked to take a photo of  the front and back side of your driving licence as well as a selfie. You can upload these images in the DriveNow app so we can verify your details. As soon as we have verified your uploaded documents we will activate your account and you can start using DriveNow cars.

    • We accept payment by credit card (Visa, MasterCard, Diners Club  and American Express) or through your Via Verda account. Please note we do not accept debit cards 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, or will be sent directly through your Via Vera account. You can see a summary of the invoices corresponding to your recent journeys in the DriveNow app or in the customer area just login 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.

    • Yes, you can use our services in several DriveNow cities across Europe. Before you use DriveNow abroad, however, you need to enter a valid credit card number as a method of payment. So if your payment method is Via Verda you will need to change this before you are able to make your first reservation abroad.  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 & Damages
    • The regular DriveNow rate includes third-party insurance, as well as comprehensive cover including theft. There is a 350€ excess for any liable damage. You can reduce the excess to 0€ for just 1,00 € per trip with our excess reduction. If you reserve a car through the app, you can choose to reduce your excess in 'Plan Trip'.

    • All DriveNow cars are covered by third-party insurance, as well as comprehensive cover, including theft.  The standard excess for any damage is 350 €. You can reduce this to 0€ for just 1 € per rental with our excess reduction. 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.

    • 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 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 24 hours.

    • You can reserve a DriveNow car for a maximum of 24 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.

    • 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 using the DriveNow app. To lock the car again, you will also be able to find the lock button in the 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 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.

    • 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 car 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 , the petrol stations will charge DriveNow directly. After switching off the engine, select "Refuel" on the in-car screen.  A PIN number will be displayed on the In-car screen,  enter this PIN at the petrol station to start fueling. If the fuel level falls 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.

    • 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. 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). 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. 

    • 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 1 Series 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).

    • You are able to use DriveNow for all Via Vera toll roads in Portugal. All DriveNow vehicles are equipped for toll roads so just drive in the Via Vera lane. You will be charged after your ride directly by Via Verda.

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

    • 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 Portugal, you can only use your packages and bonus minutes in Portugal and not in any other DriveNow country.

  • 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 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. 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 in Lisbon. 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 trunk 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 vendas@drive-now.pt  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.' You can also 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.

Couldn't find the answer to your question here?

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

Our DriveNow service hotline
+351 210 008 090
 

Or write us an e-mail
cliente@drive-now.pt