FAQ ZEAG

Information about the Sharing Offer

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

nformation about the Charging Process Charging Cable: Vehicles are always connected to the charging station with a Type 2 charging cable. This charging cable must always be carried in the vehicle and must not be left at the location. To end the booking, the vehicle must be reconnected. Loss of the charging cable must be reported in writing to [email protected] and will incur a fee of €300 according to the fee schedule.

How is the Charging Process Started? The charging process must always be started by the end of the rental period. The customer will find a green ZEAG charging card in the holder in the glove compartment. The charging card must be held against the designated RFID area (upper center of the charging station). The light on the RFID area will blink blue until the charging process starts. A successfully started charging process is indicated by the green illuminated battery symbol on the charging station. The charging card located in the vehicle is held against the reader of the charging station, and the charging cable is connected to the vehicle according to the station's instructions.

How is the Charging Process Ended? Depending on the charging station, either by pressing the "Stop Charging" button or alternatively by again holding the charging card to the reader of the charging station. Otherwise, simply unplug the cable. First disconnect at the station and then at the vehicle. If the cable does not unlock, close and reopen the vehicle.

How is the Charging Cable Detached? Once the charging process is finished, first detach the charging cable from the charging station and then from the vehicle. If the charging cable cannot be detached from the vehicle, use the charging port release or close and reopen the vehicle.

At Which Charging Stations Can the Charging Cards be Used? The charging card is located in the glove compartment. With it, free charging is available at all ZEAG charging stations. At all other public charging stations, fees will be charged to the user according to the fee schedule.

Which Cards are in the Car? (Charging, Parking, Fuel Card?)

For further details on how to use the charging, parking, or fuel card, and for tariff information, please visit ZEAG Tariffs.

For locations of the sharing vehicles, visit ZEAG Locations.

For vehicle availability at specific locations, our fleet includes VW ID3 Pro, VW eGolf, and Fiat 500 (from November 2023). The vehicle ranges are as follows (combined manufacturer's specification):

Where can the driver's license be validated? Driver's license validation is exclusively done via the app through the Post-Ident process. There is no on-site driver's license validation available. If a customer only possesses a paper driver's license, validation via the Post-Ident process cannot take place. In this case, the customer sends an email to [email protected] with the following images: front and back of the driver's license, front and back of the ID card, and a selfie. ZEAG will manually approve the driver's license.

In which countries are the sharing vehicles insured? All ZEAG Carsharing vehicles may be driven in countries where insurance coverage is provided according to the applicable insurance terms. Customers are prohibited from driving in countries outside the European Union, including Montenegro, Norway, Switzerland, Serbia, Andorra, Liechtenstein, Monaco, San Marino, and the Vatican.

Is a second driver insured? If yes, what conditions must they meet? Only the person registered with ZEAG Carsharing and listed on the booking may operate the vehicle. Other individuals are not permitted to drive the vehicle.

Terms of use: How should one proceed in case of an accident or breakdown? Where can users find additional information inside or on the vehicle? Each vehicle contains a vehicle-specific 'How to' guide in the glove compartment.

Discount for public transport customers/HNV subscription customers: Users who hold an HNV subscription ticket or a Germany Ticket will receive a one-time discount code equivalent to the first annual basic fee of €39 upon registration. This discount code serves as travel credit and can be used for bookings. HNV customers should select the HNV subscription during registration and then send an email with a copy of the subscription ticket to [email protected].

Booked vehicle not at location: Mobility guarantee via taxi: If a booked vehicle is unavailable at the designated location for any reason, the trip can be rescheduled to another nearby available vehicle. If no available vehicle is present at the same location, the customer can call a taxi to reach the nearest station where a vehicle is available. ZEAG will reimburse taxi expenses upon receipt of the receipt via email to [email protected] with a brief note.

Cleanliness condition: Hopping vehicles: These vehicles allow pickup from a different location than the drop-off location. They may be returned at the following stations:

Parking garage or parking cards: Vehicles assigned to hopping locations contain parking cards granting access to the respective parking garages within the Carsharing network. The stored parking card is valid in all parking garages (Bildungscampus Mitte & Ost, Experimenta Parking Garage). If a malfunction or error message occurs, customers should ring the bell at the barrier. A parking card is also stored at the Wilhelmstraße/LIDL location, providing access to and exit from the barriered parking area. Other vehicles do not contain parking cards. Customers are responsible for parking fees at non-designated Carsharing parking lots.

Experimenta location: The Experimenta location is a parking garage with parking spaces on Level 2. Access is via Level 3. Follow the green electric vehicle symbols. Users must ensure they park in spots labeled 'ZEAG Carsharing'. This location features different charging stations compared to other ZEAG charging stations/wall boxes. Similar to other charging stations, the RFID field must be used with the charging card. There is no green light symbol indicating successful start-up.

Bildungscampus Mitte parking garage location: The parking garage cannot be accessed during closing hours. To gain entry and access vehicles, customers must ring the intercom. Closing hours are Monday to Friday from 22:00 - 05:30, and Saturday and Sunday from 21:00 - 07:00.

Franziskanerhof location: Opening expected in November 2023. The location features a retractable bollard. Customers must raise the bollard when starting their journey. The key to unlock the bollard at the end of the booking is in the glove compartment.

Wilhelmstraße/LIDL location: The station is located in a barriered parking area behind the W27 guesthouse & student residence, opposite the LIDL shopping center. A permanent parking card is stored in the vehicle (glove compartment) for entry and exit at the barrier. Display the card to the reader from a short distance for access.