FAQ

How does it work?

You can find information about the system on our How It Works page.

Find and book a vehicle

It does not matter if you need a vehicle now, in an hour or on another day. Using the function ‘Book a vehicle’ you have access to all our available vehicles and you will surely find what you need.

You want to rent a small car or a transporter, close by or at a certain destination? We are sure one of our numerous locations will be in a convenient distance to you. Using several search and select functions you can pinpoint the results of your available vehicle search to meet your personal needs. Just enter start and end data of the planned rental period and the vehicles will be shown with their present location on a map. Clicking on the location you will receive further details like vehicle category, location, rates and other useful information.

Once you have found the car you need, you can book it using the booking button. Shortly after, you will receive a confirmation email and you can start your journey. Before your planned rental period begins, you will receive two confirmation emails from us: the regular confirmation email as explained above and an additional one informing you of the license plate data and the pick-up location of your booked vehicle.

Cancel or change reservations

Cancel or change
You have already booked an app2drive vehicle but are not able to start your journey for various reasons right now. No problem! Up to 24 hours before the planned rental period you may cancel or change the booking without inconvenience and free of charge by clicking the menu option ‘My account / Bookings’. Should the cancellation or change request be issued less than 24 hours before the planned rental period, we charge a fee according to the agreed usage tariff. You will receive a confirmation email in all cases. Do you cancel or make changes after the planned start of the rental period or do not show up at all, we charge a fee according to the agreed usage tariff.

Too late or simply forgotten
It can happen. We will email you a reminder 1 hour after the start of your rental period asking you whether you want to continue to hold the reservation active. If not, please end the journey with the function “End of journey”. Your rental agreement has been terminated and you will receive a respective confirmation email. We charge a fee according to the agreed usage tariff.

Should you return the vehicle later than agreed upon, we charge an additional fee according to the price list.

Drive, park and end the journey

Drive
To open a reserved vehicle use the app, website, smartphone or contact our customer service. Always use the ignition key to open or lock your vehicle. Acquaint yourself with the vehicle; adjust mirrors and seats according to your needs. Once done, start your journey. To close the vehicle and end your booking use the function “Close the vehicle an end booking” via app, website, smartphone or customer service.Our app2drive fleet consists of most current models able to start without keys. It may, however, be possible in case of very small cars that a key will be required. The key can be found in the glove compartment. Remove the key and stick it into the ignition lock to start the car.

Park
Do you want to park the vehicle and continue your journey later? Just lock the car using the ignition key.

Ending the journey and the rental agreement
To end the journey, please leave the car at an app2drive location. Login to your account and use the function ‘Close the vehicle and end booking’ via app, website or smartphone or contact our customer service. By doing so, not only your journey ends, also the current rental agreement. Shortly afterwards, you will receive a confirmation e-mail informing you about the end of your rental contract. Your bill will be available for you the latest in 48 hours refer to the menu option: ‘View and download invoice’.The vehicle is now released and available for other users.

You can`t use the function: ‘Close vehicle and end booking’? Please contact our customer service:+80001112333 and end the booking and the rental agreement via telephone.

Install our app

Please install our app from Google Play for Android smartphones or App Store for Apple devices.

Where to find the car registration documents

A folder with all necessary registration documents will be found either in the glove compartment, the center console or under the sun shield. Included are copies of the car registration. An international accident report can be found attached to your booking confirmation e-mail or on our website under FAQ.

Fuel-up the vehicle via fuel card

Vehicle Groups S, M, L, XL
The vehicle should be returned with the same amount of fuel in the tank as at the start of the rental. Should the vehicle be returned with less fuel, the client will be charged for the missing fuel. The amount to be paid corresponds to the chosen tariff.

Vehicle Group 3XL
For refueling use the fuel card stored in the vehicle. This can be found in the vehicle folder in the glove compartment. The PIN is 0000. You can refuel at all gas stations of the Routex network (ARAL, BP, Circle K, Eni, OMV, TOTAL). To help the next user getting his journey as fast and enjoyable as yours, please refuel the vehicle free of charge if the tank is 1/4th or less.

What to do in case of problems/damages?

Scratches, dents and other damages inside and/or outside of the vehicle
Please check the vehicle for damages before and after each parking incident. With starting the car after each parking incident you confirm that the vehicle is damage-free. Please report scratches and dents which are larger than your app2drive clubcard or damages on the inside like torn upholstery, scratches on the interior paneling of similar size. Also report damaged glass like lights or windows. Please take one or more photos via your smartphone and e-mail them to: customerservice@app2drive.com. Are you responsible for the damage yourself, please also report this to our hotline: +8000 111 2 333 immediately. More details regarding the deductible amount in case of a damage can be found under ‘Rates’.

Technical Problems
Does the board computer show a technical fault or the car cannot be driven in a technically safe manner, please call our hotline: +8000 111 2 333. We will take care of the problem.

Vehicle breakdown – no way to move on
Make sure that you and your passengers are safe. Clear and mark the danger zone. Please call our hotline: +8000 111 2 333 immediately. We will take care of you and your app2drive car.

Accident – what to do next
Clear and mark the accident site and take care of injured persons. Call police and ambulance using the European emergency hotline 112. For damages of third-party vehicles please exchange data with all persons involved (personal contact data, passport numbers, insurance details and license plates). Immediately thereafter please call our hotline: +8000 111 2 333. We will help you.

Late return?

Should you return the vehicle with or without extension of the active booking later than agreed upon, we charge an additional fee. Further details regarding costs, prices, fees can be found under Rates.

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