FAQ

Keep the following things in mind when you have reached your destination and want to park your Voi eScooter:

• Make sure you are within the business area. This is marked on the map for you.
• You should not be in a prohibition zone. This is visible as a red area on the map. You cannot finish a ride in this area. If you are at the border of the parking ban, it may be that the ride cannot be completed due to slight GPS deviations. This can be easily fixed if you drive a little deeper into the business area.
• The parking space you have chosen must not block public paths, sidewalks, cycle paths, zebra crossings, pedestrian traffic lights, hvv stops, driveways or building entrances of any kind.
• You are not allowed to park on private property or in backyards.
• Always park the eScooter upright.
• The parking spaces of the hvv switch stations are reserved for our car sharing partners. E-scooters may not be parked there.

The price for a ride consists of a fixed activation fee of 1 euro to unlock the eScooter and another fee per minute for the ride. As prices vary, we cannot quote a fixed price per minute. You can see the price always in the hvv switch app before you start your rental.

Please contact hvv switch customer service with your specific request. We will then review whether it’s possible to grant you a refund and, if appropriate, we will reimburse you for any excess payments you’ve made.

The normal operating day runs from 00:00 to 06:00 the following day. The evaluation of the trips with hvv Any takes place daily at 06:00. The billing period is 24 hours. HVV Any calculates the cheapest fare for your journeys per operating day. If a day ticket turns out to be the cheapest fare, only this fare will be charged.

Renting SIXT share cars using the hvv switch app is only possible within the SIXT share service region in Hamburg. However, you are permitted to drive outside of this service region and even abroad. A detailed list of countries where you are permitted to drive can be found in the SIXT General Terms and Conditions.

You can only end the rental in the same country in which the vehicle was originally rented, however. But this can also be outside Hamburg, within a SIXT share service region in another city, or at a SIXT rental station.

The invoice for your journey is visible in the app after 72 hours at the latest.

If hvv Any has found out that you are no longer travelling and you are no longer at a stop, you can either check out yourself or hvv Any will do it for you. This can also happen a little later. You will only be charged up to the last stop to which you travelled or at which you got off. It doesn't matter how long you stay checked in afterwards.

You need a smartphone that operates at least iOS 15 or Android 8.0. If you don’t know which operating system is installed on your smartphone you can check that in your smartphone settings. You also need to be online to purchase tickets and submit bookings. More details about requirements for using the app can be found under "What details do I need to enter to register for hvv switch?".

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.

The hvv switch points are displayed in the car sharing section of the app on the map view as a red pin with a hvv switch icon. If you have not rented a car at the moment, it works like this: A small number on the pin shows you the number of cars that are bookable via the hvv switch app.

Clicking on the hvv switch dot will show you the name and address of the hvv switch dot as well as details about the cars that can be booked. The available cars can be clicked on. This way you can get detailed information and also start a reservation or rental if needed.

You will be shown the walking distance and the distance to the hvv switch point directly in the app on the map.

Important: cambio vehicles can also park at the hvv switch point. However, these are not displayed in the detailed view because this provider is not yet integrated into the hvv switch app and therefore cannot yet be booked via hvv switch.

If you are currently traveling in a rented car, this is how it works:

During an ongoing reservation or rental, the view of the pins changes in the app: The simple number at the top right of the pin (rentable cars) becomes a "PX". The "X" in "PX" stands for the number of free parking spaces on the hvv switch points to help you find a free parking space.

When you find or are shown a hvv switch point with charging infrastructure, you will notice another number on the pin, one with a lightning symbol. This number indicates how many charging points are currently free at the hvv switch point.