Name: Free2move
Rating: 4.1 (79104 reviews)

Question 1

I had to pay to refuel my car. How can I get reimbursed?

Accepted Answer

Thank you for keeping the Free2move fleet fuelled and ready to roll!

To get a refund for money spent fuelling our cars during a trip, just open the Free2move app. Once your trip has ended, you can find it in the app under Trips & Invoices. Any trips where you refuelled will appear here with a gas station icon next to them. Go to Menu 👤 > Trips & Invoices > open the corresponding trip > Tap the “Request fuelling refund” button.

Simply follow the steps from there: Upload a photo of your receipt, choose between Free2move credit or bank transfer, and submit your request. Our customer service team will then process it.

Please note: Refunds by bank transfer may take up to 2 weeks whereas refunds in Free2move credit usually take a couple of days.

Question 2

What type of fuel should I refuel with?

Accepted Answer

Our global fleet is comprised of mostly petrol engine cars, but we still have a few diesel engine cars. Make sure you check the instructions in the Free2move app and inside the fuel tank flap before refuelling your car.

Question 3

Can I park my car at charging stations?

Accepted Answer

Yes and no. You can park the car at charging stations while the car is actively charging, but it is not always allowed to end your trip there. We always try to reach the best agreement possible for you in each city. This means parking regulations always depend on the city:

Austria In Vienna, it is not allowed to end your trip at the SMATRICS charging stations. We recommend only parking at these stations during a stopover (it is allowed to use these charging stations only while a car is charging). See parking rules in Vienna [/at/en/vienna-parking-rules/]

France In Paris, it is only allowed to end your trip at the Belib' charging poles if the car is actively charging. See parking rules in Paris [/fr/en/paris-parking-rules/]

Germany Yes. It is allowed to park and end your trip at all our partner charging stations if a car is correctly plugged in and charging. See all parking rules [/de/en/faq/parking/#where-can-i-park]

Italy Yes. It is allowed to park and end your trip at all our BeCharge and Enel X partner charging stations in Milan if a car is correctly plugged in and charging. See parking rules in Milan [/it/en/milan-parking-rules/]

Netherlands Yes. It is allowed to park and end your trip at the Vattenfall (formerly Nuon) and TotalEnergies charging stations if a car is correctly plugged in and charging. See parking rules in the Netherlands [/nl/en/amsterdam-parking-rules/]

Spain In Madrid, it is only allowed to end your trip at the charging hubs if the car is actively charging. See parking rules in Madrid [/es/en/madrid-parking-rules/]

Hint: To earn credit, please make sure to end your trip after the car has started charging!

In some Free2move cities, we operate station-based car-sharing where cars do not "free-float" but are rented from fixed stations.

Question 4

What are partner charging stations?

Accepted Answer

You don't have to charge our cars, but if you do, the cost is on us! Simply check the app for all partner charging stations in your area.

Austria SMATRICS (Vienna)

France Belib' (Paris)

Germany Innogy, Vattenfall, The New Motion Deutschland (Berlin) RheinEnergie (Cologne) RheinEnergie, SWD (Dusseldorf) EnBW (Hamburg) SWM (Munich) Stadtwerke Stuttgart (Stuttgart)

Italy BeCharge (Milan) Enel X (Milan)

Netherlands Vattenfall (formerly Nuon) TotalEnergies

Spain Charging hubs (park and charge in our exclusive parking garages in Madrid)

Question 5

How do I charge an electric car?

Accepted Answer

Charging an electric car is fun and – dare we say – addictive:

In Hamburg, Munich, Stuttgart, and Frankfurt, you can charge using our charging cards.

Here's how:

1. Find a charging station near you using the app. 2. Take out the charging card from the glove compartment (or armrest). 3. Use the card to activate the charging station. 4. Take out the charging cable from the car's trunk. 5. Make sure the car is connected properly to the station and actively charging 6. End your trip. Easy as that!

In Berlin & Rhineland, you can now use Digital Charging. Forget plastic charging cards and simply charge your car directly via the app!

Here's how:

1. Find a charging station 2. Type in the charging pole number in the app 3. Plug the cable into the car and the charging pole 4. Start charging

Check our detailed, step-by-step guide here [https://www.free2move.com/de/en/webview/how-to-charge-digital/].

Hint: Each time you fully charge a car that has less than 35% battery level, you earn 5,00 € of credit. This will be used to pay for your trips and trip-related costs. Just make sure you end your trip after you charge the car!

Question 6

Do I need to refuel or charge Free2move cars after each trip?

Accepted Answer

No. We don't expect you to refuel or charge our cars every time you're done. However, if you do, the cost of fuel is covered by us and we'll even give you Free2move credit as a thank you!

If you end your trip in an electric vehicle with less than 10% battery power (unless permitted by the General Terms and Conditions) or a vehicle with a combustion or hybrid engine with less than 15 kilometres' worth of fuel, a fee may be charged. See Fees and Costs policy for more information.

Hint: To earn charging credit, please make sure to end your trip after the car has started charging!

Question 7

What are partner fuel stations?

Accepted Answer

You don't have to refuel our cars, but if you do, the cost is on us. Fueling your Free2move car is free – as long as you do so at a partner fuel station. Simply check the app for all partner fuel stations in your area and select the 'Refuel' option. Before picking up the nozzle, enter your pump number in the app. Fill up the tank - the cost of your fuel is on us!

Austria BP, Avanti, OMV, Agip.

Germany Shell (Digital Fueling via the Free2move app in over 1,500 Shell fuel stations) Aral (only in Berlin, via prepaid fuel card)

Italy Q8 (Digital Fueling via the Free2move app in over 1,500 Shell fuel stations)

If you fuel your car at a non-partner fuel station or outside of the country, you have to pay for it yourself and send the original receipt to us [/fr/en/contact/#contact-fr].

Question 8

How do I refuel Free2move cars?

Accepted Answer

You don't have to refuel our cars, but if you choose to, the cost is on us and we'll even give you credit for it!Here's how to refuel our cars:

1. Use the app to find a partner petrol station [/de/en/faq/fueling-and-charging/#what-are-partner-fuel-stations]

2. . Digital fuelling is available at more than 1,500 Shell stations across Germany.

3. Select the Refuel option in the app.

4. Before picking up the nozzle, enter your pump number in the app.

5. Fill up the tank – the cost of your fuel is on us!

6. Once you're done fuelling, replace the nozzle.

7. We'll take care of the payment automatically and, where applicable, apply Free2move credit to your account.

Hint: Each time you fully refuel a car that has less than 40% of fuel, you earn 5€ of credit. This will be used to pay for your trips and trip-related costs. Refueling is free unless you do so at unapproved petrol stations or outside of the country. In these cases, you'll have to pay for it yourself and send the original receipt to us [/de/en/contact/#contact-de].Note: Some of our cars still contain a Total fuel card. If your car has one, you can refuel at any Total or Aral partner fuel station just like before.

Question 9

How can I earn Free2move credit?

Accepted Answer

Credit is an easy and flexible way for you to earn as you go. It's our way of thanking you when you care for our cars. Here's how you can earn credit:

✓ Charge an electric car with less than 35% of battery – 5,00 € of credit

Credit will be added to your account after your trip ends. You can always check your credit balance and expiry date in the app.

Important: You can only earn or use credit if you're driving using your default personal payment profile. Hint: To earn charging credit, please make sure to end your trip after the car has started charging!

You can receive credit a maximum of two times per vehicle per day for refuelling and/or charging.

Frequently asked questions