FAQ
MILES Mobility

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

For SIXT share, MILES and Free2move the following applies: You can transport your pet in a transport box in the trunk. Please make sure that you leave the car as you found it.

Animals are not permitted in cambio cars.

To use the car sharing services, you must present a valid ID document and a valid driving license (class B) in card format. We accept driving licenses issued in the European Union (EU), the European Economic Area (EEA) and Switzerland. Either a passport or an EU identity card can be used as an identification document for validation.

To start the driver's license validation, simply select a car in the app and carry out the necessary steps. Alternatively, you can also start the validation process at any time via the driving license section in your profile. During the validation process, you will be asked to scan your driver's license and ID document and hold your face up to the camera with a video selfie. Once the process is complete, the data is securely transmitted and checked. The check is usually completed within 10 minutes. In some cases, the check can take up to 24 hours. You will be informed by e-mail as soon as the check has been completed. With a successful validation, you can use all car sharing services in the app.

SIXT share offers a liability limit for any damage in the case of an accident as standard. You can find out about this at SIXT share here. It is not possible at the moment to book any alternative insurance packages with hvv switch.

The cars of MILES are covered by liability insurance. Should an accident occur, the deductible in the event of a claim, depending on the vehicle class, is as follows

• S: 900 EUR
• M: 900 EUR
• L: 1000 EUR
• XL: 1000 EUR
• P: 1000 EUR

Further information can be found here.

Free2move cars are covered by liability insurance. The excess is 1,000 euros in the event of an accident. Further information can be found here.

cambio cars are covered by liability insurance. The excess is a maximum of 300 euros in the event of an accident.

SIXT share & Free2move

Calculation of the rental price is dynamic. It depends, among other things, on the time and place of the rental, as well as on the model of car. Before you start the rental, you will be shown the various rental conditions for each car in the app. Details about the respective rates are available with the respective mobility partner.

Please note that not all of the rates listed are valid for hvv switch.

MILES

With MILES, you generally pay per kilometer driven. The applicable rates can be found in the MILES fare overview. You can find out about other fees and costs at MILES, such as the unlocking fee or the minimum amount for L and XL class vehicles, here. Please note that not all MILES tariffs are valid for hvv switch.​​​​​​​

cambio

The price is made up of the price per kilometer and the price per hour. The price per hour depends on the price category, i.e. the vehicle model, the time of day, the day of the week and the rental period. Added to this is the amount per kilometer driven.

Please wait until the relevant authority sends you a payment request directly. The authority that issues the request will obtain your contact details from the owner of the car sharing vehicle in order to identify the car sharing customer who was the driver of the vehicle at the time of the traffic offence. The document you will receive by post contains all the information you need to settle the payment request.

SIXT share & Free2Move

You will also be charged a handling fee by SIXT share, which will be settled via hvv switch using the method of payment used for the original booking. Of course, you will also be sent a receipt for this transaction by e-mail as usual.

MILES

The authority first sends MILES the ticket. As soon as you have been identified as a driver, MILES will forward this to the authority. You will then receive the ticket from MILES by e-mail. The original will be sent to you by the fine office by post.

The ticket must be transferred directly to the authority. In addition, MILES will charge you a processing fee, which we will debit from your deposited payment method.

e-Scooter

Also in the case of Voi, it may be that a fine is levied for an administrative offence. They will then come to you. The cost of additional fees can be found here.

If you receive a parking ticket and you don’t think it is justified, your best option is to contact the sender of the ticket, i.e. the issuing authority, directly.

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. You can cancel your booking free of charge via the app up to 24 hours before the start of the booking. Within 24 hours before the start of the booking or during the booking in progress, the cancellation fee is 50 percent of the normal hourly rate.

New vehicle damage to a carsharing car should be reported directly to the respective customer service.

The following applies to SIXTshare, MILES and Free2move: In the hvv switch app, you can view any damage to the reserved car that has already been reported for inspection before the start of the rental. At this point, you have the option of contacting the relevant customer service team directly to report new damage, either by email or by phone, depending on the provider.

If you identify any damage to a Voi e-scooter, please report it to Voii customer service.

Click on “Start rental” in the hvv switch app to begin a rental. The rental will then be charged from this point onwards. The car is opened using the hvv switch app by entering your hvv switch PIN. The app will automatically guide you to this step during the booking process.

At the end of the rental, you can lock the car again behind you using the hvv switch app. Here too, the app will automatically guide you through the necessary steps.