Frequently Asked Questions
Answers to the most frequently asked questions, organized by rental stage: before, during and after the rental.
1. Before renting
How do I create an account and what are the requirements?
To use the Shared Mobility service you need to create an account in the app, upload a valid ID document, your driving licence, a selfie photo, and add a valid bank card. Your account is activated after the automatic checks are successfully completed.
Can I use the app before my account is validated?
Yes. You can explore the app and view the available vehicles, but booking and using them is only possible once your account has been validated.
How do I update my personal details or documents?
Your personal details, driving licence and payment methods can be updated from the Profile section, before making a new booking.
Why is a bank card mandatory?
The card is used to pay for rentals, to place the security deposit, and to cover any additional costs set out in the service's Terms and Conditions.
What payment methods are accepted?
The app accepts valid bank cards, including virtual cards compatible with online payments. Acceptance of prepaid cards depends on the operator's policy.
How are payments and the deposit processed when booking a vehicle?
When a booking is confirmed, the following operations are carried out on the bank card linked to your account:
- the estimated rental amount is held, calculated based on the number of days booked and the rate plan applicable to the selected vehicle class;
- the refundable deposit for the vehicle is held, according to the amount set for the booked vehicle class.
These amounts are authorized on the card when a booking is made, in accordance with the service's payment policy.
What happens to the deposit after the vehicle is returned?
After the rental ends, the vehicle is inspected to confirm the condition in which it was returned.
- If no damage or other additional costs are found, the deposit is released in full.
- If damage is found, the corresponding amount may be withheld from the deposit, based on the operator's assessment.
- Amounts related to refuelling or charging the battery may also be withheld from the deposit if the vehicle is returned below the level required by the service's conditions, as well as other costs provided for in the applicable Terms and Conditions.
How long does it take to inspect the vehicle and release the deposit?
- The vehicle is inspected within a maximum of 48 hours of return.
- Once the inspection is complete, the deposit release is processed within a maximum of 72 hours.
Note: The moment the amount becomes available again in your account also depends on the processing time of your card-issuing bank and may vary depending on the financial institution.
How do I book a vehicle?
Select the vehicle you want in the app, choose the rental period and confirm the booking. You will immediately receive confirmation in the app and/or by email.
In which cities is Shared Mobility available?
The Shared Mobility service is currently available exclusively in the city of Bucharest, within the operating area shown in the app.
The company intends to expand the service to other cities. As new locations become available, users will be informed directly in the app through notifications, as well as through the company's official communication channels.
Can I modify, cancel or extend a booking?
Yes. These actions are available before the rental starts and, in the case of an extension, only if the vehicle is available. If it is no longer available, contact support to look into alternative solutions.
How do I find my booked vehicle?
The app shows the exact location of the vehicle on the map, the route to reach it, as well as its make, model and licence plate number.
Can I book a vehicle for someone else?
No. Bookings are personal and can only be used by the account holder.
Are there any promotions or loyalty programs?
If any are available, they are announced through the company's official channels.
2. During the rental
How do I pick up the vehicle?
Go to the vehicle's location, open the booking in the app, follow the steps requested, take the required photos, report any existing damage and unlock the vehicle.
What should I check before setting off?
Check the exterior and interior condition of the vehicle, the fuel or battery level, that the mandatory documents are present, and any existing damage.
What do I do if I notice damage or the vehicle is dirty?
Report the situation in the app before you start driving and attach photos if necessary.
Who can drive the vehicle?
Only the authorized user and, if permitted by the service, approved additional drivers.
What rules must be followed while using the vehicle?
The vehicle must be used in accordance with the law and the Terms and Conditions. It is forbidden to hand it over to other people, use it for ridesharing, tow a trailer, or smoke inside the vehicle.
Can I drive outside the city or outside the country?
Yes, within the conditions of the booking. Leaving the country is only allowed with the operator's approval.
How do I refuel or charge the vehicle?
Use the recommended fuel or charge the electric vehicle at a compatible charging station. The vehicle must be returned with the minimum fuel or battery level set by the operator.
Where can I park the vehicle?
Only in places where parking is allowed and from which the vehicle can be retrieved without restrictions.
What do I do if I run into a technical problem?
Check your internet connection, Bluetooth, and the instructions in the app. If the problem persists, contact support.
What do I do in case of an accident, breakdown or theft?
Secure the area, comply with your legal obligations, notify the operator immediately and follow the instructions you receive. In case of theft, also notify the Police.
3. After the rental
How do I return the vehicle?
Park the vehicle in an allowed location, take the requested photos, make sure you haven't left any personal belongings behind, leave the key inside the vehicle, and end the rental in the app.
What happens if I'm late or can't complete the return?
Additional costs may apply according to the pricing policy. If you run into problems, contact support immediately.
What happens if I leave an item in the vehicle?
Contact support as soon as possible, providing your booking number and a description of the item.
How do I receive my invoice and how are payments managed?
The invoice is issued electronically and is available in the app and/or sent by email. In your account you can also view your booking and payment history.
How are deposits, fines and damages handled?
The deposit is held and later released according to the operator's policy. Fines, damages and other additional costs are handled in accordance with the Terms and Conditions and can be disputed through support.
How do I manage my account after the rental?
You can change your personal details, change your password, update your payment methods, enable notifications, or request account deletion from the app.
Is it possible to open a Business account?
Not at the moment. However, you can use a bank card issued in the company's name to pay directly for bookings, if you are authorized to use it.
How is my data protected and where can I find the contractual documents?
Personal data is processed in accordance with the Privacy Policy and applicable law. The Terms and Conditions, the Privacy Policy and other documents are available in the app and on the website.
How can I request assistance, file a complaint or send feedback?
Support can be contacted through the app or through the company's official communication channels. Complaints and feedback are reviewed according to the operator's procedures.