FAQ

At the end of the journey, it is obligatory to send a photo of the borrowed e-scooter via our app, which shows how the vehicle was parked after the journey. The photo is then used to check whether the vehicle was parked properly for all road users.

So how do you take a good parking photo?

• The photo should be bright and easy to see. Use a torch if it is dark.
• When taking the photo, take a step back so that the entire e-scooter is visible in the picture. This allows us to see the surroundings and how the e-scooter has been placed in relation to other objects.
• Make sure that no people or faces are visible in your photo.

Note: Repeated violations of the photo and parking rules may result in warnings and fees.

The stickers show you which car sharing providers are authorised to use the hvv switch point. Use may vary depending on the provider and location: If the hvv switch point is located within the business area of the car sharing provider, the rental can be started, ended and also temporarily stopped there. If the hvv switch point is outside the business area, you can only stop temporarily. Your current rental cannot then be cancelled. With cars from the station-based car sharing providers cambio & Dorfstromer, you can stop off anywhere, regardless of the sticker.

Tip: The business areas of MILES, SIXT share and Free2move are displayed in the hvv switch app once you have selected a car.

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.

If you are not yet eligible to borrow a vehicle due to your age and/or the length of time you have held your driver's license, the corresponding vehicles will be marked with a lock on the card. The following minimum requirements apply for using the car sharing services of our partners:

SIXTshare: Minimum age 21 years

In the SIXTshare vehicle fleet, there are also some premium class vehicle models that can only be rented from a later age and/or a longer driving license possession period.

cambio:

Minimum age 18 years + valid driving license

MILES:

• The following applies to vehicle categories S, M, L, XL: Minimum age 18 years // Minimum driving license possession 1 year
• For vehicle category P (Premium) the following applies: Minimum age 23 years // Minimum driving license possession 1 year

Free2move: Free2move offers different vehicle classes (XS, S, M, L), which can be used with different minimum ages: Minimum age 18 years for vehicle class XS, minimum age 21 years for vehicle classes S, M, L.

In the SIXTshare vehicle fleet, there are also some premium class vehicle models that may only be borrowed from a later age and/or a longer driver's license possession period.

In order for us to check that the e-scooter has been parked safely and properly, it is necessary to send a photo of the parked vehicle at the end of the journey.

We want to make sure that the e-scooter is not blocking accesses, obstructing driveways or posing a danger to disabled or visually impaired people.

No. Smoking is not permitted in the rental cars.

We’re always glad to receive constructive feedback about how we can improve. The best way to send us your suggestions is to use the feedback option in the hvv switch app itself, by e-mail. Of course, you can also contact us during business hours by phone, e-mail, or at a service point near you. You will find our contact details here.

MOIAs are equipped with a child seat for groups 1/2/3 (9-36 kg) and a booster seat (from 100 cm and 15 kg), which can be booked in the hvv switch app subject to availability. Please bring your own infant car seat for smaller children and babies. Two of the seats in the vehicle are equipped with ISOFIX brackets.

You are responsible for setting up the child seat or infant carrier and buckling your child in safely. The MOIA drivers will be happy to help you with this. How to book the right seat:

• Select one or more adults in your booking request.

• Add one or more children.

• You can now open the booking options for children.

• Select the child seat, the booster seat or both and send your request.

Did you know that children can travel alone with written consent? MOIA is happy to transport children from the age of 6 to school or to the football pitch. You can find out what you need to know when booking here. There you will also find the form for the declaration of consent.

hvv

hvv offers information about accessibility on its website. This includes information such as where to find barrier-free and wheelchair-friendly train stations in the hvv network.

MOIA

You can book accessible MOIA rides via the hvv switch app. MOIA has special vehicles in its fleet that offer space for one wheelchair user and up to three other passengers. For wheelchair-accessible MOIA rides, boarding and alighting are as close as possible to the entered start and destination points in order to keep the distances to the shuttle short.

There are no additional fees for a ride in an accessible vehicle. By the way, you can request a wheelchair-accessible MOIA ride for someone other than yourself, such as a family member or friend.

MOIA accessible vehicles are equipped with an electro-hydraulic rear lift for wheelchair users and a special passenger door as an electric bus swing door with an illuminated step.

Do you know your hvv switch PIN but would like to change it? You can find the option to change your PIN in your profile under “Login and Security.”