FAQ

In the glove compartment of the MILES car you will find a fuel card with which you can pay at any total or Aral throughout Germany. In the app, the 4-digit PIN for the vehicle-related fuel card will be displayed during the current rental.

With which fuel the MILES car has to be filled up, you can read in the fuel cap. Please fill up the car.

You have refueled and paid? Super! In order to be able to end the rental, it is necessary to put the fuel card back into the glove compartment.

Charging electric cars at hvv switch is currently not possible, neither at hvv switch points nor at public charging stations.

Important to know: Refueling at hvv switch is not incentivized by e.B. free minutes or the like. Further information.

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You can cancel your booking free of charge in the hvv switch app right up until shortly before the shuttle is due to depart. You cannot change your booking after this point in time. If you need to change something about the shuttle you requested once you’ve successfully booked your trip, you’ll have to cancel it first and then request a shuttle that suits your plans.

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SIXT share

You will find the car key for SIXT share vehicles in the glove compartment. Please put the car key back in this glove compartment once you park up at the end of your rental, and then lock the car using the app. If the key isn’t in the glove compartment as it should be, please contact SIXT share customer service.

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.

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The licence or permit issued by the city of Hamburg for the MOIA mobility service is only valid for Hamburg’s inner-city region. MOIA’s capabilities mean that it isn’t possible to offer the service throughout the entire metropolitan area from the very outset. However, expansion to the area of operation is planned.

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You must be at least 18 years old to use a TIER eScooter. Children are not allowed on a TIER eScooter!

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Firstly, we hope that everyone involved is okay. If not, please contact the emergency services before anything else. In the event of an accident or damage to the vehicle occurring, the following must happen: All accidents or occurrences of damage must be reported to the police immediately, regardless of whether it was caused by you or a third party. Even if no third party was involved.

In principle, any accident or damage event 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 a renter of a SIXT share, MILES car (or a TIER eScooter), you are obliged to ensure that the respective partner receives all the information necessary to assess what is happening. Therefore, contact the respective customer service immediately by phone on site. Do not leave the scene of the accident until you have done so.

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.

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Please check whether the error message contains a particular reference to the problem or malfunction. If you still can’t identify what is wrong, please contact hvv switch customer service.

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You cannot undo a cancellation that’s already been made. If an account is cancelled/deleted, we’re obliged to delete your data and this process cannot be reversed. It is, however, quick and easy to re-register with hvv switch at any time and start using its services again.

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If you want to end the rental at a SIXT station, make sure you have the return address of the desired station with you. When returning the car, follow the Car Return signs. In the Car Return area of the SIXT station, take the vehicle key from the glove compartment, end the rental using the app and then lock the vehicle using the vehicle key. Please then place the key into the key safe or hand it in at the SIXT counter. Please also note: If you return the vehicle to a SIXT station, additional charges will apply. More information about this can be found in the SIXT share rates.

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When you register for hvv switch you will retain your existing customer account with the particular partner. You then have the choice of using the service either with hvv switch or using the app of the respective partner.

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