FAQ Ford Carsharing

General information about Ford Car Sharing

What rates are offered? Is there a rate overview?

Please refer to the app for further information. The prices listed in the app are always binding.

Here you will find all information about the rates

View information about Pay-as-you-book / Pay-as-you-drive via the app

Where are the vehicles located?

Answer to the customer:

The vehicles are available at many stations throughout Germany. You can find a current overview in the app or on our website at www.ford-carsharing.de.

Can the shared vehicles be returned to multiple locations or do they always have to be returned to the pick-up station? (Free floating or station-based)

Station-based

Which vehicles are available at which locations?

Various Ford models, including vans and minibuses. See the app for exact vehicle model assignments to locations

What are the return conditions?

The vehicle must always be returned to its designated location.

If the vehicle has a key, please insert the data fob attached to the key back into the holder in the glove compartment after parking until you hear a click.

Vehicles without keys are locked directly via the app.

In which countries are the vehicles insured?

Answer to the customer:

The vehicles are generally insured in Germany.

For trips to other EU countries, the provider's prior consent is required, as insurance coverage may vary depending on the contract. Please contact the sharing provider before traveling abroad.

Is a second driver permitted or insured?

Answer to the customer:

The vehicle may only be driven by the registered person. A second driver is not permitted.

Does the driver's license have to be validated? How does that work?

Yes, the driver's license check is done digitally via the app. Follow the instructions for online validation there.

What happens if the customer returns the vehicle late?

Fees apply for late returns. Please extend your booking in the app in good time to avoid additional costs.

You can find the exact fees in the app or in the price list on our website.

Are there any special rules regarding the fuel card or reimbursement of costs?

You will find the PIN for the fuel card in the app once the booking has been started.

If you have refueled yourself, please send the fuel receipt and your IBAN to the sharing provider.

2. Vehicle, refueling & charging

Which cards are in the vehicle?

There is a fuel card in every vehicle – usually in the glove compartment.

How do I use the fuel card?

Refuel at a UTA partner gas station. Enter the mileage and confirm with the PIN from the app.

If the PIN is not displayed → check whether the booking is active. Alternatively, check PIN 1234.

https://moqoservice.zendesk.com/hc/de/articles/9633326490513-Wie-k%C3%B6nnen-Fahrer-den-Tank-PIN-einsehen

What should I do if the card is missing or not working?

Please contact the sharing provider and provide the vehicle registration number and a brief description.

Please submit the fuel receipt via the chatbot. The costs will be reimbursed afterwards.

Where is the vehicle key?

Depending on the model, the key is located in the glove compartment in the slot. Some vehicles no longer have a physical key; everything is done via the app.

How does the stopover work (for vehicles without keys)?

Select “Stopover” in the app. The vehicle will be locked and your booking will remain active.

Vehicle cannot be opened.

Please check your internet connection and reopen the app. Tap “Open vehicle” again.

https://moqoservice.zendesk.com/hc/de/articles/29062106257937-FAQ-Flinkster

Vehicle won't start.

https://moqoservice.zendesk.com/hc/de/articles/29062106257937-FAQ-Flinkster

3. Booking, app & profile

How do I book a vehicle?

https://moqoservice.zendesk.com/hc/de/articles/9626781605137-Wie-k%C3%B6nnen-Fahrer-eine-Buchung-erstellen

How do I cancel or change a booking?

https://moqoservice.zendesk.com/hc/de/articles/9627176448529-Wie-k%C3%B6nnen-Fahrer-eine-Buchung-stornieren

Change payment method.

https://moqoservice.zendesk.com/hc/de/articles/9633404948241-Wie-kann-sich-ein-Fahrer-registrieren-ohne-ein-Zahlungsmittel-zu-hinterlegen

Invoices.

Invoices are automatically sent to the email address stored in the app.

Invoices can also be downloaded manually in the app.

Failed payment.

https://moqoservice.zendesk.com/hc/de/articles/9650006348305-Wie-k%C3%B6nnen-Fahrer-offene-Forderungen-begleichen

4. Accident, breakdown & damage

What to do in the event of an accident or breakdown?

Secure the accident site and inform the police. Then call customer service or the breakdown service.

Breakdown service hotline:

– Ford Assistance: 0800 / 3673 673

Vehicles must not be towed independently.

After recording: Attach ticket to provider + damage report with photos.

Call the police.

Always in the event of accidents involving third parties or property damage.

Inform customers of their obligation to report accidents, even in the case of minor damage.

Report damage.

https://moqoservice.zendesk.com/hc/de/articles/12120046341777-Wie-pr%C3%BCft-meldet-man-als-Fahrer-Sch%C3%A4den

Insurance coverage.

All vehicles are fully insured with an excess as specified in the rental terms and conditions.

Standard excess according to the terms and conditions: €1,500

References to “rental terms and conditions” in the app/website.