SHARENOW vehicles are now avaibale through our Free2move app.
Your booking will be subject to pricing and terms and conditions available on the Free2move app.
Your personal data will be stored by Free2move.
All your invoices will be available in the Free2move app.
Yes, you are required to create a brand new account with Free2move. Please read our terms and conditions to review the conditions of eligibility and the documents required to get to the service. Your documents need to be reviewed and validated before being able to enjoy the service
Vous avez loué une voiture électrique en libre-service à Paris avec Free2Move et vous avez rencontré un problème ?
Veuillez sélectionner le trajet concerné dans la liste déroulante ci-dessous et nous faire part de votre demande (notez qu'il est nécessaire de vous connecter avec votre compte Free2Move au prélable).
Notre équipe Service Client vous recontactera dans les plus brefs délais (normalement moins de 24h).
En dernier recours, et conformément à la réglementation européenne, vous avez la possibilité de déposer une réclamation via le portail de la Commission Européenne.
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 firstname.lastname@example.org
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 pay by plate services where applicable so there is no need to wait in line! Please do not pay the toll separately as it will still scan the license plate. We will bill your account at a later date for the cost of the toll, plus a 15% processing fee.
Credits or discounts can be added to your account using promo codes.
Please make sure you first add your promocode in the "Promotion code" in the Free2move application and then select the promocode that you wish to use right before starting a carsharing trip.
If not selected, the discount will not be automatically applied.
Discounts can not be cumulated.
If you bought a carsharing pass, the carsharing pass credit will be selected by default if no other promocode is manually added.
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.
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.
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.
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 email@example.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.
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
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
•Leaving the scene of an accident
•Driving while suspended
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!
If you live in a county where we are permitted to perform business, we can arrange for a delivery or a pickup of your vehicle subject to approval
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 firstname.lastname@example.org.
We will then get in touch with you to coordinate the vehicle return.
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 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 at the time of sign up. These fees are applied to the delivery, preparation, and registration costs associated with your vehicle.
Your first bill occurs the day you receive your vehicle and is from the day your vehicle is received, until the end of the month at a prorated rate.
The preceding monthly bills will be charged automatically to the card we have on file on the 5th of the month and covers use from the 1st of the month, to the end of the month.
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 email@example.com.
Our vehicles will be from 2018 or newer. We pay close attention in the selection of our vehicles and detail them thoroughly prior to delivery. They will feel like new!
Your subscription includes : maintenance, roadside assistance, insurance and free delivery within our service area
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 $2,000 deductible
Physical Damage Collision Coverage: Actual Cash Value (“ACV”) coverage with a $2,000 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 firstname.lastname@example.org.
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 3-5 business 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:
• Vehicle Tow to the nearest authorized repair shop
• 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.
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.
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.
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.
Existing customer: If you want to reach to contact us and you are an existing customer (having already your COD vehicle) please do not hesitate to either call us at +1 844-701-7493 or email us at email@example.com
Non-existing customer: If you want commercial information about of Car on Demand offer, one of our agents would be pleased to help you out. Do not hesitate to call us at +1 888-625-2549
Once you've been accepted in the service and signed your contract, we will start preparing your car.
Upon tour documents being approved, an advisor will contact you to coordinate your delivery time, date, and location
We will get in touch with you if you decide to end your subscription and synchronize for a drop-off date and time.
Free2move Charge My Car is accessible via a subscription fee of €4.99/month (including VAT) and a €0.6 (including VAT) + 10% fee on the cost of charging sessions, whereas Free2move eSolutions has no subscription fee on the Pay As You Move - Beginner offer and only applies a €0.90 (including VAT) fee on top-ups.
Free2move eSolutions adds a €10 top-up credit for Free2move Charge My Car users who complete their migration before 30/09/2022.
/!\ Free2move eSolutions is cheaper than Charge My Car as soon as the charging session exceeds 3€.
There are no fees on free refills.
(*) This credit :
If you have already activated the Pay As You Move - Beginner offer, go directly to step 5.
1 - Click on this link (France or change the location in the menu) or refer to the email sent by Free2move Charge My Car on 01/09/2022 and select the offer Pay As You Move - Beginner then add it to the cart ;
2 - Go to the basket and validate it;
3 - If you are not connected to your Free2move eSolutions account, a login invitation will appear. Log in;
4 - Validate your cart and enter your payment method. You will automatically receive a confirmation email from Free2move eSolutions;
5 - Within 24 hours, you will receive an email from Free2move Charge My Car informing you that your recharge card has been deactivated from Free2move Charge My Car, and a second confirmation email from Free2move eSolutions informing you that your card has been reactivated and that your migration offer has been added to your Free2move eSolutions account.
/!\ To benefit from the migration offer, you must use the same address on both your accounts (Free2move Charge My Car and Free2move eSolutions)
If your charging card was not activated on Charge My Car, you must activate it on the eSolutions Charging application in the "My Profile > Manage RFID cards" section.
If your charging card was not activated on Charge My Car, you must activate it on the eSolutions Charging application in the "My Profile > Manage RFID cards" section
You will need to recreate a Free2move eSolutions account with the same email address as your Free2move Charge My Car account in order to benefit from the migration offer. You must follow the steps stipulated in the email of 01/09/2022 sent by Free2move Charge My Car or those in the support section "You do not have a Free2move eSolutions account".
You have received an email from Free2move with the dedicated process and a reminder of your email address in @privaterelay.apple.com.
You can also find your email address by logging into the Free2move application, in the section my Profile > Personal Information.
Here are the steps to migrate to Free2move eSolutions:
1 - Click on this link (France or change the location from the menu) or refer to the email sent by Free2move Charge My Car on 01/09/2022 and select the Pay As You Move - Beginner offer then add it to the cart
2 - Go to the basket and validate it
3 - Log in or create your Free2move eSolutions account using the method of your choice
4 - You will receive a confirmation email to validate your email address. Click on the link to return to your cart
5 - Validate your cart and enter your payment method. You will automatically receive a confirmation email from Free2move eSolutions
6a - If you already had a recharge card activated on Free2move Charge My Car, you must reactivate your card in the eSolutions Charging application (My Profile > Manage RFID cards). Within 24 hours, you will receive an e-mail from Free2move Charge My Car informing you that your recharge card has been deactivated from Free2move, and a second confirmation e-mail from Free2move eSolutions informing you that your card has been reactivated and that your migration offer has been added to your Free2move eSolutions account. If you have a recharge credit, it will also be transferred and visible on your first invoice on 25/10/2022.
6b - If you have not yet activated your recharge card on Free2move Charge My Car, you must activate your card in the eSolutions Charging application (under My Profile > Manage RFID cards). Within 24 hours, you will receive an e-mail from Free2move eSolutions informing you that your card has been activated and that your migration offer has been added to your Free2move eSolutions account.
6c - If you had not yet activated your recharge card on Free2move Charge My Car and you have a recharge credit, you must activate your card in the eSolutions Charging application (section My Profile > Manage RFID cards) and write to Free2move eSolutions customer service (France or change the location from the menu) providing your old email @privaterealy.apple.com. The customer service will contact you to confirm your situation and your credit. Your reload credit will also be transferred and visible on your first invoice on 25/10/2022.
After completing the entire migration procedure, your recharge card will be reactivated on your Free2move eSolutions account and you will be able to continue using your recharge credit. For technical reasons, your remaining credit will only be visible in the eSolutions Charging application from 10/25/2022.
You will still be able to view your remaining credit on the Subscription page of the Free2move app until 9/29/2022 and your outstanding usage on the eSolutions Charging app.
After registering on Free2move eSolutions or on the eSolutions Charging application and validating the Pay As You Move - Beginner offer, your card will be automatically deactivated from Free2move Charge My Car to be automatically reactivated on Free2move eSolutions. No action is required on your part.
You will receive a confirmation email from Free2move at the time Free2move eSolutions requests the deactivation of the recharge card. A delay of 24 hours is necessary to ensure that all the terminal operators are informed of this change.
If your charging card was not activated on Charge My Car, you must contact eSolutions with your registration email address and RFID number* so that the badge can be manually activated by the support team.
Warning: card number with * and in capital letters => ex. DE*8PS*12ABC3*4
Your Free2move account is preserved and no information will disappear without your agreement (personal data, invoice, ...). You can continue to take advantage of all the other Free2move services (car sharing, short and medium term rental, ...).
During the whole migration process, the Charge My Car subscription is offered (from 01/09/2022 to 29/09/2022).
As long as you have not followed the migration process, all the recharges made with your recharge card will be charged by Free2move Charge My Car and visible on your Free2move account.
Once the migration operation is fully completed, you will receive a confirmation email from Free2move eSolutions and all your new reloads will be charged by Free2move eSolutions.
Free2move eSolutions will only invoice the refills once a month. You can keep track of your entire month's outstanding recharge in the eSolutions Charging application.
It is possible that recharge operators send us recharge invoices late (several weeks after the end of the recharge) due to their processing time. In this case, you may receive invoices issued by Free2move Charge My Car after your migration to Free2move eSolutions. The invoice details will stipulate the actual date of the recharge. If needed, our team is at your disposal to answer your questions.
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 logging in into your personal area in the Free2move website > Account deletion or by contacting our customer service.
Please be aware that you can not delete your account if a trip or booking is ongoing or there is an unpaid invoice linked to the account.
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.
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.