Question 1

I have not found the answer to my question. How can I reach you?

Accepted Answer

Please send an email to: carondemand-de@free2move.com [carondemand-de@free2move.com]

Question 2

Can I travel abroad with my Free2move car subscription?

Accepted Answer

Within your Free2move car subscription, you can travel to the following countries:

Germany, Austria, Switzerland, Italy, Spain, Portugal, France, Croatia, Czech Republic, Slovenia, Slovakia, Hungary, Poland, Belgium, Netherlands, Denmark, Norway, Sweden, Finland, Estonia, Latvia, Lithuania, Greece, Liechtenstein, Luxembourg.

Please note: There is no insurance cover in countries not listed here. Furthermore, we cannot offer assistance in the event of a breakdown or accident in countries not listed here. Driving in other countries is therefore not permitted. Trips abroad are only allowed for the duration of normal vacations or business trips (3-4 weeks).

Question 3

What insurance cover do I have?

Accepted Answer

All cars are covered by third-party insurance and your deductible is automatically reduced to 750 € in the event of an accident.

Please note: The deductible only becomes effective if you report the damage to our customer service immediately.

Email: carondemand-de@free2move.com [carondemand-de@free2move.com]

Question 4

I have broken down & can't drive on. What should I do?

Accepted Answer

Please contact our roadside assistance immediately. They will gladly assist you.

Hotline: +49 30 31196884

Question 5

What do I do when the indicator lights flash?

Accepted Answer

Please check the indicator light. Is it an advisory message (e.g. fill up windscreen wiper fluid or engine oil) that you can rectify yourself or is there a technical problem?

If you cannot identify the warning light or you are unsure how to proceed, you can always contact our roadside assistance team 24/7. They will help you accordingly.

Hotline: +49 30 31196884

Question 6

What do I have to do if I have had an accident?

Accepted Answer

Oh no! I hope you're all right!

Please call 110 immediately and wait until the accident has been recorded by the police. Please make sure the situation is resolved. Also contact Customer Service and inform us via Email about the accident:

Email: carondemand-de@free2move.com [carondemand-de@free2move.com]

Question 7

Do I have to pay for damage that is discovered at the end during the inspection?

Accepted Answer

The normal wear and tear of the vehicle is covered by the monthly instalment. This includes, for example, common wear and tear on the tyres or minor signs of use.

Any other damage that needs to be repaired can be charged to you at the end of the contract.

Question 8

What do I have to bear in mind when returning the car?

Accepted Answer

You should note the following points when returning the car:

* The car has a full tank of petrol

* Windscreen wiper fluid is topped up

* Copy of vehicle registration document and vehicle key is present

* The accessories are complete (warning waistcoat, warning triangle, first aid kit)

* The car is completely cleaned (inside/outside)

* All your valuables are removed from the vehicle

Question 9

How does the return process work?

Accepted Answer

A few weeks before the end of your contract, we will reach out to you to coordinate the return process.

The return process at a glance:

For returns at a Free2move office in Munich, Hamburg, Berlin, or Rhineland (depending on where the vehicle was picked up):

* Please bring your vehicle to our office and open the link for the return inspection you received from Free2move. Simply follow the instructions and take the appropriate pictures with your smartphone.

* Our operations experts will then check the vehicle's condition and record everything in the return report. You will receive a final invoice based on the inspection by our experts.

For pick-ups at a desired address:

* On the day of and before the return, open the link for the return inspection that you received from Free2move. Follow the instructions and take the relevant pictures with your smartphone.

* We or one of our partners will then collect the vehicle, check its condition, and record everything in a return report. You will receive a final invoice, taking into account the inspection by our experts.

Please note: All damage during the contractual relationship must be reported immediately. Damage that is not reported is not covered by the normal insurance regulations, and you will be charged the full amount of the damage

Question 10

How do I receive the invoices for the monthly subscription rate?

Accepted Answer

You will receive a monthly invoice together with the respective subscription rate. This will be automatically deducted from your chosen payment method.
The first invoice is issued pro rata to the end of the month and then always at the beginning of the month for the full current month.
If you have any further questions about an invoice, you can contact us at any time at carondemand-de@free2move.com [carondemand-de@free2move.com]

Question 11

Can I adjust or change my payment method?

Accepted Answer

Of course, you can change your payment method during the Free2move car subscription. Simply contact us by e-mail at carondemand-de@free2move.com [carondemand-de@free2move.com]

Question 12

The monthly instalment could not be collected. What happens next?

Accepted Answer

Your payment method must be covered at the time the instalment is due. If the direct debit fails, you will receive a payment reminder from us.

If we still do not receive payment, we will issue a dunning letter. The deadline specified in the reminder must be adhered to, otherwise we will be forced to cancel the subscription and ask you to return the vehicle immediately.

Additional processing fees will be charged for each failed direct debit (see GTC Appendix 1).

Question 13

Where can I view my invoice?

Accepted Answer

You will receive your invoice by email every month.
You can also create a Free2move account free of charge and view and download your invoices there. It also gives you full access to all other Free2move products.

Question 14

What costs may be incurred in addition to the monthly subscription rate?

Accepted Answer

Your monthly rate includes everything except refueling/recharging, parking costs and additional fees such as tolls abroad, parking tickets or towing charges.

In addition to the monthly rate, a deposit is due, which will be transferred back to you at the end of the subscription.

In the event of traffic violations or administrative offences, contractual penalties or flat-rate costs may be incurred, which can be found in our General Terms and Conditions (Appendix 1).

Question 15

I will soon exceed my selected kilometre package. Will I be charged directly for the extra kilometres?

Accepted Answer

No, we only check the mileage when you return the vehicle. If you then exceed the maximum value over all months, we will charge you the additional km as mentioned in the contract.

Question 16

I cannot show up on the agreed delivery date. What do I have to do?

Accepted Answer

As soon as you realise that you will not be able to show up on the delivery date, contact us immediately at the following e-mail address: carondemand-de@free2move.com [carondemand-de@free2move.com]

The notice must reach us 48 hours before the delivery date.

If you do not show up for the handover date unannounced or inform us later than 48 hours, you will be charged for the costs incurred by us (repeated delivery might be necessary).

Question 17

What do I have to bear in mind during the handover?

Accepted Answer

Please bring your original identity card (passport) and driving licence with you to the handover.

Question 18

How does the delivery and pick-up work?

Accepted Answer

When signing the contract, you have the option of selecting delivery and/or collection of your vehicle at your desired location (e.g. home address) anywhere within Germany.

* These additional services are subject to a one-off fee, which is payable when you sign the contract.

* You can then sit back and relax and wait until your vehicle is delivered to you by us or one of our partners.

* For the handover of the vehicle, please open the email from Free2move with the link to the self-inspection and after you have completed it, you will receive 1 x key and the vehicle documents.

* Please bring your driver's license and an identification document for the pick-up.

Please note: The handover must always be carried out by the owner. If there is a delay on your side, please contact us as early as possible but at least 48 hours in advance (otherwise additional costs may be charged).

Question 19

Can I register additional drivers?

Accepted Answer

Yes, you can register additional drivers.

Anyone in your household or in your family is entitled to use the vehicle free of charge. On top of that you can also nominate one additional driver free of charge. For all other additional drivers, a monthly fee will be charged.

To register any additional driver (including family members), simply provide us with the following information:

* Photo of the front and back of their driver's license

Question 20

What is included in my monthly rate with the car subscription?

Accepted Answer

Everything is included in your monthly rate, except for refuelling or recharging, parking costs, and additional fees such as tolls abroad.

You don't have to worry about insurance, and we also take care of the maintenance of the vehicle. In addition, you don't have to worry about the depreciation of the vehicle and we also handle the claims including 24/7 roadside assistance.

Question 21

Is the car handed over with branding or stickers, as I know it from car-sharing?

Accepted Answer

Yes, you will receive a car with branding or stickers as standard. If you prefer a vehicle without, we will certainly find a solution that suits you as well.

Question 22

What subscription options are available?

Accepted Answer

* You can choose between a duration of 1 or 12 months.

* You can choose between the following kilometre packages: 500, 1,000, 1,500, 2,000 and 3,000 km.

Question 23

How does car subscription work?

Accepted Answer

The car subscription at a glance:

* The first step is to choose one of the vehicles on our website. Then click on the vehicle and enter your details such as name, phone number, email address and other preferences. An employee will contact you shortly after and send you one or more offers.

* Once you have decided on the vehicle and term you want, our employee will help you complete your subscription.

* Once everything has been confirmed, you can pick up the vehicle free of charge from our offices in Berlin, Rhineland, Munich or Hamburg or have it conveniently delivered to your desired address within Germany for a fee. The billing takes place monthly and begins on the day the vehicle is handed over to you. We will send you a reminder before the end of your contract with all the information you need to return the vehicle.

Question 24

When is the first monthly instalment due?

Accepted Answer

The first monthly instalment is due on the day of handover (pro rata until the end of the month). The amount is automatically debited through your stored payment method. Subsequent debits will then always take place at the beginning of the month (up to the 6th) for the current full month.

Question 25

Is a deposit required?

Accepted Answer

Yes, a deposit is due after signing the contract but before the vehicle is handed over. The amount of the deposit is at least 2 months' rent (depending on the result of the credit check) and must be paid by credit card or bank transfer. It will be refunded to you shortly after the vehicle is returned.

Question 26

Is a credit check carried out during the booking process?

Accepted Answer

Yes, as part of the booking process we carry out a credit check, possibly with the help of a SCHUFA check.

Question 27

What do I need to book a car subscription?

Accepted Answer

Minimum age: Your minimum age is 21 years.

Residence: Your address of residence must be within Germany. Proof of residence must be presented when the vehicle is handed over.

Valid means of payment: We accept credit card or direct debit as means of payment. For the payment of the deposit, a valid credit card is required or a bank transfer must be made.

Documentation: Your driver's licence must be suitable for driving a car (class B) and valid for at least 3 years. We accept all driver's licences issued in the European Union (EU). You will also need a valid identity document (passport or ID card).