The trip credit is credit for the use of the service that is charged to the user's account, at no cost. You can receive trip credit as a result of a promotion or as compensation for an incident with our service. The trip credit can have different expiration dates depending on the promotion. If you do not use it before that date, you will lose the right to enjoy it. You can check your trip credit balance through the application when making a reservation. For any other question about the conditions of your credit you can write or call us.
The price of the registration fee is free. There are no additional monthly or annual charges, you only pay for the minutes driven. The costs of parking, electricity and insurance are included in the per minute rate. Please see the terms and conditions and our pricing policy for more information.
Para se registrar no Free2move Madrid você precisa ter pelo menos 18 anos e ter uma carteira de habilitação válida dentro da União Européia.
It's simple: open the application, select the car that suits you best on the city map and press "Book". Once you are next to the car, after having verified that the vehicle registration corresponds to the registration of the vehicle you have reserved, select "Validate" and "Unlock" in the application. The car will open automatically. For models that require keys to start, remember that the keys are inside the glove compartment. Make sure the gear is in P, start off and enjoy the city!
First of all, we apologize for not providing the service you expected. Let us know the reason for your dissatisfaction so that we can improve our service. Contact our support service by answering "no" to the question below and filling in the contact form or calling us at + +351 21 145 1331. Complaint forms are available online for all users at the following link https://www.livroreclamacoes.pt/inicio. If you wish, you have the European online dispute resolution platform available at the following link https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage
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It should be remembered that the Free2move Lisboa service has DS3 crossback gasoline vehicles with an efficient engine.
This model does not need keys. You can start, pause, resume, end your journey through the Free2move app. To start and stop the engine correctly, remember to use the start button located next to the steering wheel.
It is possible to control the car's gasoline level directly from the application before making a reservation or on the vehicle dashboard. In any case, this relationship may vary depending on the type of driving, the use of heating or air conditioning and the orography of the trip.
The trip credit is credit for the use of the service that is charged to the user's account, at no cost. You can receive trip credit as a result of a promotion or as compensation for an incident with our service. The trip credit can have different expiration dates depending on the promotion. If you do not use it before that date, you will lose the right to enjoy it. You can check your trip credit balance through the application when making a reservation. For any other question about the conditions of your credit you can write or call us.
The price of the registration fee is free. There are no additional monthly or annual charges, you only pay for the minutes driven. The costs of parking, electricity and insurance are included in the per minute rate. Please see the terms and conditions and our pricing policy for more information.
It is possible to monitor the car's battery level directly from the app before making a reservation or on the dashboard of the vehicle. In any case, this ratio may vary depending on the type of driving, the use of heating or a / c and the orography of the journey.
If you are the one who has forgotten a personal object, we invite you to contact us by phone and we will help you recover your belongings.
It's simple: open the application, select the car that suits you best on the city map and press "Book". Once you are next to the car, after having verified that the vehicle registration corresponds to the registration of the vehicle you have reserved, select "Validate" and "Unlock" in the application. The car will open automatically. For models that require keys to start, remember that the keys are inside the glove compartment. Make sure the gear is in P, start off and enjoy the city!
For C-Zero and Berlingo model vehicles, make sure the key is properly seated in its slot inside the glove compartment. For all models, check that all the doors are properly closed. If you are still unable to finalize the rental, please contact us at + (34) 915510126. Our customer service will take care of giving you the appropriate instructions and managing the incident. We are sorry for the inconvenience, unfortunately external factors (eg inhibitors) occasionally reduce the communication capacity of our cars.
All customers are responsible for leaving the car with a minimum battery. The minimum battery level for each vehicle model is detailed in the terms and conditions of service. If this level is reached, you must park your car safely in accordance with the parking regulations. Otherwise, a penalty may be applied to you as specified in the T&C.
If possible, park your car or move it to the side of the street to a safe place and call our customer service at + 34-915510126.
No. For the safety and convenience of other Free2Move customers, smoking in the car is prohibited. If the service personnel or the next person to rent the car you used beforehand reports evidence of smoking in the car, we will need to charge you a cleaning fee. Go to our website for details about the cleaning fee.
It should be remembered that the Free2move Lisboa service has DS3 crossback gasoline vehicles with an efficient engine.
This model does not need keys. You can start, pause, resume, end your journey through the Free2move app. To start and stop the engine correctly, remember to use the start button located next to the steering wheel.
First of all, we apologize for not providing you with the service you expected. Please let us know the reason for your dissatisfaction so that we can improve our service. Contact our customer service directly by answering "no" to the question below and filling in the contact form or calling us at + 34-915510126. There are claims sheets available to all users, please write to support-madrid@free2move.com to request the digital form.
If you wish, you have at your disposal the European platform for online conflict resolution available at the following link https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage
You can modify or update the payment information at any time by accessing "Payment information" from our App. In the event that your account has been blocked, you can contact our customer service by email or by calling +34 -915510126 to fix the problem.
You will receive, at the end of each trip, an informative email with a summary of the estimated duration of your trip. The charge is made at the end of each journey directly to the default payment method available in the Free2move application. Additional charges, which are billed in case of breach of the terms and conditions of the service, or any other product associated with your trip will be billed to the same payment method.
This is the recommended solution: please check our FAQs below, the answer to your question may already be there. If you seek further assistance, please use the contact form available beneath each question of the FAQs. You will need to login to post your question: this way we can identify your account instantly and ensure a speedy reply.
Alternatively, you may also send us an email to support-dc@free2move.com
+1 844-543-7332
If you have any enquiry about a Free2Move service other than carsharing, please use the appropriate section of the FAQs.
All cars are equipped with E-Z Pass so there is no need to wait in line! Please do not pay the toll separately as it will still scan the E-Z pass. We will bill your account at a later date for the cost of the toll, plus a 15% processing fee.
You can contact our advisors at (888) 486-7902
All our rates are available on our website www.free2move.com when you make a search for a parking space reservation
The information that each parking space is available on our website www.free2move.com when you make a parking space reservation and select the desired parking space. Then simply click on "Information".
You can modify your reservation from your personal space, if necessary, the rest to be paid will be requested and the modification will be taken into account when the payment has been made
The Free2Move account holder must be the signatory of the rental agreement. S/he can also drive any of the rented vehicles, as long as s/he meets the rental requirements. An additonal driver can be added to the rental contract either by contacting our customer service or directly at the rental agency.
A one-day rental comprises 24 consecutive hours and can start at any time of the day as long as the rental agency is open. Each vehicle can be rented for a maximum period of 28 days. Only one vehicle can be booked at a time. When you create an online reservation within our website, you are agreeing to the terms and conditions and the operational hours of the agencies.
The list of authorised countries in which you can drive the Free2Move vehicles can be consulted in the General Rental Conditions, available during the vehicle selection.
Please contact your agency to cancel or modify your reservations. No changes or cancellations can be made online.
With Free2Move, we guarantee you a precise model within the limits of availability
If a vehicle is available, an immediate reservation can be made.
You must bring your valid driver's license, an identity card, your bank card, on which a pre-authorization will have been automatically made, at most 72 hours before the beginning of your rental. For the rental of cars or commercial vehicles, a proof of residence of less than 2 months is required.
All Free2Move vehicles are covered by a 24/7 assistance service. In case of accident, breakdown of theft, contact immediately the telephone number indicated on your reservation contract. In the event of a vehicle immobilisation, the Free2Move assistance service can organise a collection service for the remaining of your journey and also arrange your return home. In the event of an accident, Free2Move insurance covers personal and or material damages that may have occurred during the rental period. You can find all amounts related with guarantees and insurances on our Terms and Conditions.
Unless stated otherwise, every vehivle must be returned on the date and time written on the contract and during the opening hours of the rental agency.
A vehicle must necessarily be returned to the departing agency.
If the rental period is exceeded, you must contact your rental agency to inform them as soon as possible. Upon your return, your agency will invoice you for the cost of the extra days and any excess kilometres.
In the event of a reservation made on the Free2Move website, a pre-authorization is automatically made, at most 72 hours before the start of the rental period, on the credit card used for payment. Find all the security deposit amounts by contacting your branch or by consulting the price conditions on the website.
Car On Demand is a monthly subscription that will allow you to have a car without committing.
It is different from leases that have 24 to 36 months of commitment, require a hefty down payment and don't include insurance/maintenance.
Your subscription includes:
A monthly rental of the vehicle of your choice
Insurance
Roadside assistance
Routine Maintenance (Oil/brakes/tires change)
A mileage plan
A free home delivery within our service area
To be accepted in our service, you must be over 25, have an address within our serviced area, have a good driving record and credit history.
Applicants over 70 will be required to provide a medical certificate to prove their ability to drive.
For the driving history we will only accept applicants that have :
•No more than 2 moving violations in the prior 3 years
•No more than 3 moving violations in the prior 5 years
•No more than 1 at-fault accident in the prior 3 years
•None of the following violations in the prior 5 years:
•Driving under the influence
•Vehicular manslaughter
•Leaving the scene of an accident
•Reckless driving
•Driving while suspended
•Suspended license
All you have to do is browse our available offers at https://www.free2move.com/en-US/car-on-demand/our-offers, select the car you want, make sure your zip code is within our service area to access the application page.
During the application process we will ask you to create a Free2move account if you don't already have one. Then we will ask for your personal information in order to perform our financial and driving background checks.
If you are approved, and once you've paid your initiation fees and signed your contract you'll officially be a Car On Demand subscriber!
We won't do a hard credit pull, only a soft pull. Applying to the service will have no impact on your credit score whatsoever.
We’re happy to discuss how we may be able to work with you. Typically we would allow it if you live in California, granting that you come pick-up the vehicle in LA.
Please e-mail us at codus@free2move.com.
It is very simple.
You have to give us notice if your wish to cancel your subscription at least 10 business days before the end of your billing cycle.
To do so you can call us at +1 888-625-2549 or email us at codus@free2move.com.
We will then get in touch with you to coordinate the vehicle return.
We do not offer subscription pauses.
If you want to change vehicle or stop your subscription for a few months, you will have to cancel your current contract 10 business days before the monthly subscription fee due date.
Then, whenever you are ready to get back into the service you will be able to browse our available offers and subscribe again. Please note that you will have to pay the initiation fees for this new subscription.
You can add up to 1 additional driver free of charge. Similar to the main driver, the additional driver will need to fall within our history eligbility criteria, as outlined above.
We will ask you to provide the additional driver's personal info in order to perform a driving history check.
This option is free of any charge.
The initiation fees are the one-time fees incurred with every new car subscription.
They include the preparation, the delivery, as well as the DMV registration of your vehicle.
As of now the only payment method we accept is credit card.
Don't worry about the vehicle registration, it is included in your subscription.
Your initiation fees are due upon applying to the Car On Demand service.
Your first monthly payment occurs the day of the delivery.
Your monthly payment will be charged every 30 days starting from your delivery date (unless notification of cancellation is given to us 10 business days prior)
Your additional mileage fees will only be charged to you at the end of your subscription, when you return the vehicle. Over-mileage is not charged on a monthly basis and is calculated by comparing the delta between the miles you drove and your monthly allowance, time the number of subscribed months. The amount of additional mileage can be found in your contract and the "Additional fees and charges" document.
Spontaneous charges incurred by your usage of the subscribed vehicle such as but not limited to tolls, violations, key replacement.. will be billed to you directly on your account.
We refresh our offers depending on vehicles availability, don't hesitate to check out https://www.free2move.com/en-US/car-on-demand/our-offers to see what's new.
If the model you want to subscribe to is currently unavailable, don't hesitate to call us at +1 888-625-2549 or to e-mail us at codus@free2move.com.
Your subscription includes : maintenance, roadside assistance, insurance and free delivery within our service area
Our vehicles will be between 6 and 36 months old models. We pay close attention in the selection of our vehicles and detail them thoroughly prior delivery. They will feel like new!
Your insurance includes :
Medical Payments : up to $5,000
Liability coverage: $200,000 combined single limit
Uninsured/Underinsured Motorists Bodily Injury and Property Damage coverage: $200,000 combined single limit
Physical Damage Comprehensive Coverage: Actual Cash Value (“ACV”) coverage with a $1,500 deductible
Physical Damage Collision Coverage: Actual Cash Value (“ACV”) coverage with a $1,500 deductible
If any of these 2 things happen, you should first seek safety. Then you can call the toll-free roadside assistance to help you. More details in the roadside assistance section.
When you pick your car, we can guarantee the Model and trim but not the color. Our team makes sure to always select the most common colors! If a color is a no-go for you please, contact us at +1 888-625-2549 or email us at codus@free2move.com.
We'll do our best to accommodate your preference, but can't guarantee.
Routine maintenance is included with your subscription. You’re responsible for keeping your car in good condition, but you won't need to pay out of pocket for expenses associated with standard servicing (oil, tires, fluid changes and normal wear & tear maintenance) .
If you are not close by our partner's network dealer, you might need to advance the funds for the pre-approved maintenance and would be reimbursed within 15 days.
If your car breaks down or if you get in an accident, we can help you with roadside assistance (typically towing, battery jump start, flat tire replacement..)
Please note that we require all cars to be returned in the same condition as delivered, plus normal wear and tear. You would be charged for any damages caused outside of the normal wear and tear.
You will be given a "member guide" which will include a toll-free number to call in case you need emergency assistance
Your roadside assistance will include:
• Towing (up to around 30 miles from LA)
• Tire Change
• Jump Start
• Fuel Delivery
• Lockout up
• Unlimited events
Each individual item is covered up to $250 per occurrence, an unlimited amount of time. If the service fee for an item exceed $250 at once, we will provide you an estimate of the charges you would be responsible for.
The allowed mileage depends on the offer you selected.
To note that we will not look at your miles driven on a monthly basis but for the entire duration of your subscription.
For instance for a 800 miles/month allowance : If you drive 1000 miles the 1st month and 500 miles the 2nd, then leave the service, you would not be charged for additional miles because you would be under the 1600 miles allowance over the duration of your subscription.
We want you to enjoy your car and you'll be able to take it anywhere in the continental U.S.A. The car is not allowed to leave the country however.
When you return your vehicle, if you have exceeded the overall mileage allowance, we will be charged per extra mile. Verify our terms and conditions our your contract for the cost of extra-miles.
You can stop your subscription any time by letting us know 10 days prior the end of your billing cycle. Then you can start another subscription with another car.
Please note that the initiation fees are vehicle-specific and they will be due if you select a new vehicle.
It is your responsibility to pay any ticket incurred because of your use of the subscribed vehicle. If we receive it, we would pay it on your behalf and charge it back to you plus and eventual administrative fee. Please check on the terms and conditions.
If you want to reach to contact us, please do not hesitate to either call us at +1 888-625-2549 or email us at codus@free2move.com.
Note: The information above is for Car-On-Demand Los Angeles.
If you request concerns the Washington D.C Car-Sharing service, use dc-support@free2move.com or 844-543-7332.
Once you've been accepted in the service and signed your contract, we will start preparing your car.
We will call you back within 2 weeks of your enrollment to schedule a either a free delivery within 30 miles of downtown LA or a pickup at our playa vista location.
We will get in touch with you if you decide to end your subscription and synchronize for a drop-off date and time.
For any request regarding the Charge My Car electric car charging service, you can contact us below.
We also invite you to consult the FAQ below where you will find many answers to your questions.
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This depends on the charging station. Please read the instructions on the charging point carefully.
Before reporting any problems, please check the following:
- whether the cable has been inserted correctly. If your vehicle still does not start charging, please stop the current charging session and start a new one
- Also, be sure to check your internet connection when using the application
What if the problem persists?
- If the station does not work or there seems to be a technical problem, please contact the operator of the station. The toll-free number is indicated on the station or on our application
- if you have a problem with the app or the charging key, please contact customer service
Het laadvermogen dat op de terminal wordt aangegeven, is niet noodzakelijkerwijs het vermogen waarmee uw voertuig zal worden opgeladen.
In feite hangt het laadvermogen af van verschillende factoren:
Uw voertuig zal niet noodzakelijk met het weergegeven vermogen kunnen worden opgeladen.
Zo zal een Nissan Leaf niet meer dan 7 kW kunnen opladen aan een normaal oplaadstation dat wordt geadverteerd voor 22 kW.
Bij normale oplaadstations kunt u met een eenfasige kabel (stekker type 1) niet meer dan 7 kW opladen. U hebt een driefasige kabel nodig (stekker type 2, zie de verschillende soorten stekkers) om tot 22 kW te laden.
Als u de stekker in een stopcontact voor huishoudelijk gebruik steekt, zult u niet meer dan 3,7 kW verbruiken.
Weersomstandigheden kunnen van invloed zijn op het laden: als de temperatuur te hoog is, kan het laden om veiligheidsredenen worden onderbroken.
Als de temperatuur te laag of te hoog is, kan het opladen langzamer gaan dan onder normale omstandigheden.
The charging session usually ends when the vehicle is fully charged.
Please note: some providers, however, have a pricing structure that charges you by the minute. This means that even after your car has been fully charged, you will still have to pay the per-minute price (often referred to as a 'parking fee'). Please consider this before parking your car for a long period of time.
We ask that you remove your vehicle once loading is complete so that it can be released for the next driver.
You have registered or requested an additional recharge card more than a fortnight ago but you still have not received it. We invite you to contact our customer service department, specifying the problem and your postal address. We will check with logistics and get back to you.
You can activate your charging pass on the Free2Move application. Log in to your account with your email address and password. Once on the home screen, go to the "Subscription" menu. If you are already a subscriber, then you will see an option "Activate my card" below the summary of your offer. Please note that your charging pass will be activated within 24 hours.
If you want to unsubscribe, please open the app, go to the "Subscriptions" section from the main menu and select the subscription you want to terminate.
For any request regarding the Ride service, you can contact us below.
The 3D Secure system is a security system for online payments created by the international issuers Visa and MasterCard. It is a procedure for authenticating the cardholder to ensure that it is the cardholder who is making the payment on the Internet.
The first time a payment card is used in the Free2move app or when a new card is added or updated.
You have to validate your payment card according to the validation method set by your bank. You may receive a text message with a validation code or be redirected to your bank's application to finish the validation process.
Once your card has been successfully validated, go back to the Free2move application and continue your trip :)
In case of any problem, do not hesitate to call us or write to us using the contact form below. We will be happy to help you.
However, please remember to contact your bank's customer service for any issues with non-Free2move applications.
In order to strengthen the security of your data, an email address verification system has been set up for all our customers.
What does this mean in concrete terms?
When you register or when you next connect to the Free2Move website or mobile application, you will see a message inviting you to click on the activation link sent by email.
Go to your mailbox, click on the link: your address is confirmed.
Then go back to the website or the app to log in to your account.
This procedure will be asked once and for all, and will not take you more than 2 minutes.
Email validation is automatic for all users registered via Google, Facebook or Apple.
In accordance to the Law Act n. º 78-17 of 6th January 1978 on the processing of data, files and freedoms, any user of the Free2Move website has the right to access, rectify and delete any of his/her personal data. This right can be exercised by contacting our customer service.
In accordance to the Law Act n. º 78-17 of 6th January 1978 on the processing of data, files and freedoms, any user of the Free2Move website has the right to access, rectify and delete any of his/her personal data. This right can be exercised by contacting our customer service.
Your email address will be used to identify you. If the email address associated with your account has been updated and or modified, please contact our customer service.