FAQ

MasterCard, Visa and American Express (Amex) are accepted as card payment methods at hvv switch.

• Children between the ages of 6 and 14 need a declaration of consent (written or digital) from their legal guardian if they are travelling unaccompanied. You can find the form for the declaration of consent here.
• Upon request by the drivers, this must be presented (digitally or in writing).
• Children before the age of 6 may only ride in the company of a suitable supervisor.
• MOIA or the drivers do not assume any supervisory responsibility.

It may be the case that your Internet connection is too weak to complete the booking process. If this happens, please try Pull2Refresh in “Your rides”, i.e. simply scrolling down to complete the process. If the error messages in the hvv switch app aren’t really any help to you, please contact our hvv switch customer service.

No, unfortunately it’s not. hvv switch is still intended solely for private use. This means you need to enter the same postal address in your account that appears in your ID documentation. This address is also included on your individual invoices.

Cars from SIXT share can be reserved for 15 minutes, MILES cars for 10 minutes and Free2move cars for 20 minutes.
If you do not start the rental within this time, the reservation expires free of charge and the car is released again.

Cambio cars can be booked up to 360 days in advance for a maximum period of 30 days. Bookings lasting more than 7 days can be canceled free of charge up to 7 days before the start of the booking period. All shorter bookings (i.e., less than 7 days rental period) can be canceled free of charge in the app up to 24 hours before the start of the booking period. Short-term cancellations will be charged at 50% of the hourly rate.

SIXT share & cambio

You will find the car key for both SIXT share and cambio vehicles in the glove compartment. Please put the car key back in the glove compartment at the end of the rental and lock the car via the app. If the key cannot be found in the glove compartment, please report this to the respective customer service. With cambio cars, you may be asked to enter a cambio PIN (on-board computer). You can find this in the hvv switch app.

MILES

MILES cars and Mercedes Sprinters can be opened via the start/stop button. The other transporters are started with an ignition key, which is located in the glove compartment.

Free2move

With Free2move, most vehicles no longer have a car key. They can be easily opened and locked via the app. If a vehicle does need a key, you will find it in the glove compartment.

If your location cannot be found, it’s usually because we still need you to give your authorisation that we can locate you, or because the location services on your smartphone are deactivated. A reliable service can only be guaranteed if the hvv switch app has permanent access to your location. You can provide your authorisation the first time you use the app, or alternatively do this at a later stage directly in the settings of your smartphone. You may also encounter problems however if there are walls, vehicle roofs, tall buildings and other obstacles temporarily blocking the GPS satellites.

• Make sure that you are within the business area: it is marked for you on the map. You must not be in a prohibition zone. This is also visible as a red area on the map.
• Slides the side stand down.
• When you open the app, you can end your ride by tapping the ‘End rental’ button.

Are you having trouble finishing your ride? Then look under "What if you can't finish your ride?"

We hope that everyone involved is safe and well. If not, please contact the emergency services first. In the event of an accident or damage, please do the following:

In principle, any accident or incident of damage must be reported immediately to the police (110), regardless of whether it was caused by you or a third party. Even if no third party was involved. As the renter of a carsharing car or e-scooter, you are obliged to ensure that the respective provider receives all the information required to assess the incident. Therefore, contact the respective customer service immediately by telephone while still on site.

Please get to safety and provide first aid if necessary. If possible, secure the scene of the accident. Then call the police as soon as possible. Only then should you contact the relevant customer service of the respective car sharing provider - via the button in the hvv switch app.

Do you have a flat tire or something similar? Please contact the customer service of the respective car sharing provider.

Procedure at SIXT share:

Even in the event of an accident or damage event, the rental ends only after the return of the vehicle. If the car is no longer roadworthy or roadworthy, the rental ends after consultation with the customer service with the handover to the towing company. Send your written accident report or the completed SIXT damage form – at best with photos of all damage and the location of the incident – to the SIXT share customer service. Be sure to inform SIXT share about the police file number. Please check the terms and conditions of SIXT share for a detailed procedure in the event of an accident or damage event.

Procedure at MILES:

You are obliged to report any accident by telephone to the police (110) and miles customer service. This is a requirement of the insurance and an integral part of the GTC.

If you do not report the accident to the police, you will commit a contractual penalty and you will be threatened with a penalty fee in accordance with our Price and Cost Regulations (GTC). After you have informed the police and also the MILES customer service, you should do the following:

Take photos of the accident:

• Accident site
• MILES vehicle
• enemy vehicle (+ license plate) / fence / object / other obstacles etc.
• Photo of the file number of the police

The rental must be terminated immediately after an accident.

• You will then receive an accident report by e-mail in a timely manner.
• Just follow the instructions described in the email.

Procedure with Free2move & cambio

Step 1: Call the police on 110

Step 2: Wait until the accident has been recorded

Step 3: Contact the providers customer service

In the hvv switch app, you can have a new one-time code sent to you to confirm your registration. To do this, go to “Sign In” in your profile and enter your email address and password.

Once you’ve entered this information, you’ll receive a new one-time code via email. Your registration is only complete once you’ve entered this code, and you’ll then be able to use the hvv switch app without restrictions.