FAQ

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.

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Yes, the TIER eScooter is insured and has a liability insurance.

We will only charge you for damages up to a certain amount. You can find out about further costs here.

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MOIA prices are calculated dynamically, e.g. based on the current traffic situation and other factors. Therefore, prices can vary for the same route, depending on the time of day.

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7 percent in VAT is charged for hvv tickets. All other services are taxed at 19 percent.

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No. Smoking is not permitted in the rental cars.

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With MILES, the calculation is made for kilometres driven in the standard tariff. In the hvv switch app, driven kilometers and not the time driven are displayed. In addition, there is an "unlocking fee" of 1 euro to reduce the deductible in the event of damage. This fee is mandatory.

When parking mode is activated via the app, all doors of the car are automatically locked. The MILES car is only available to you and cannot be rented by other drivers. However, billing in parking mode is based on a price per minute. For vans, the loading and unloading times are billed as parking minutes.

Further information.

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In principle, yes you can. You can select a starting point or destination that’s up to one kilometre outside the MOIA service region. Your walk to the pick-up point or from the drop-off point to your destination will then simply be extended accordingly.

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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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We’ll send an automated invoice to the e-mail address saved for your account. Please check your spam folder first. If you still can’t find your invoice, please contact hvv switch customer service.

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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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