What is your question? 

On this page you can easily find the answer to all your questions. Do you need more help? Then you can always contact Greenwheels (24/7). You can find all the contact information at the bottom of this page. 

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Who can use car sharing?

If you have a German, EU, or international driver's license, you can use car sharing with Greenwheels. You can book your first trip after completing the registration and receiving the Greenwheels chip card. For new users, Greenwheels must always have the driver's license for authenticity and rights. We use Onfido technology to check this. 

What is the difference between car sharing and car rental?

Car rental is somewhat different from car sharing. We would like to explain it with some examples:

- Greenwheels can be found at 1,850 locations throughout the Netherlands. That is why there is often a car in your area that you can take with you whenever you want. So you don't have to go to a car rental company first to pick up a car there.

- You can open a Greenwheels car with the Greenwheels app or your OV chip card. There is no key handover required.

- A Greenwheels car is available to you 24 hours a day. You are not bound by office opening times. You can also book and take a Greenwheels car in the middle of the night.

- Flexible reservation: you can reserve and use a car from only 15 minutes.

- Fuel is included. There is a fuel or charge card in every Greenwheels car.

What is the availability of the cars?

Around 90% of all trips are booked spontaneously, in other words shortly before departure. The demand for cars increases on weekends, public holidays, and during the holidays. During this time, you can secure a car at your desired location by booking well in advance.

The car sharing fleet keeps on growing. So there is a high probability that you can have "your" vehicle at any time.

How can I book a car for a day, weekend or week?

You can book a car like you always do.
- A day trip consists of 24 hours
- Weekend trip = weekend price starts on Fridays at 4 p.m. and ends on Mondays at 10 a.m.
- Week trip consists of 7 x 24 hours

How do I open the car?

Android / IOS app

You can open a car with the app. When the booking starts, open the app. Click on your booking on the main screen. Then click on "Start driving" and swipe up to open the car. If you want to close the car, click on "End drive" and then swipe down.

 

Please be careful: we advise you to always take the Greenwheels card with you to the booked car in case the car cannot be opened with the app.

Can I cancel a booking?

Yes. You can cancel bookings free of charge up to one hour before the start of your trip. In case of a cancellation by telephone or e-mail we charge 1 euro. Cancellations via the website or app are free of charge.

If you cancel the booking less than one hour before the start of the booking, you have to pay for the booked time in full.

Can I go abroad with a Greenwheels car?

Definitely! Please note the following:

- Foreign trips must always be authorized by Greenwheels; Please register all trips abroad by telephone 14 days before the start of your booking (030 311 60 100).

- Based on insurance guidelines you, unfortunately, can not drive in all federal states. Please contact the customer service by telephone or e-mail beforehand to see whether you can go to a particular destination. Contact means possible Trips to EU countries are usually no problem.

- The fuel card does not work abroad. You can refuel and pay yourself and send the refuelling receipt to us via the contact form. 

What to do if my trip takes longer than planned?

Please call the customer service if you want to extend your booking. However, in some cases, your booking is immediately followed by a subsequent booking. If we can't rebook these customers to another vehicle, we'll have to be bitten.

To ensure a smooth process, please inform our customer service center about a possible delay (e.g. due to traffic jams or failures), so they can inform and transfer the subsequent customer to another vehicle.

How can I book a car?

You can book your Greenwheels car via the website, with the Greenwheels app, or by phone (030 311 60 100).

How can I extend a booking?

You can extend it before or during a trip. If there is a booking immediately following the time originally reserved, an extension is not possible. You can extend your booking in the “My bookings” section, but also via the Greenwheels app or the board computer in the car. Of course, you can also extend it via telephone.

Do I always have to book a car for a specific time periode?

Yes. You can book a car well in advance or spontaneously. You always determine the start and end time of the trip. You can book at any time via the website, Greenwheels app or customer service center (030-311 60 100) - 24 hours a day, 365 days a year. 

What happens when I have a delay?

You have the option at any time to extend the booking of your vehicle by telephone - if there is no subsequent booking for your car. However, if you return your car later than agreed, we will, unfortunately, have to charge a fee of € 25 if it causes trouble for a subsequent user.

In any case, it makes sense to always add 30 minutes, even for short bookings. In this way, you can be sure that you will not bother any subsequent users and you will actively contribute to road safety, as you can move around in traffic with less stress and without time pressure.

Can I make a one-way trip with Greenwheels?

No. One-way trips are currently not offered. There are just too many unsolved problems, e.g. vehicle repatriation for single trips to distant destinations or redistribution when many vehicles are concentrated in one place as a result of major events (football match, district festival, etc.).

Where can I find the car key?

The key can be found in the glove compartment. To open the vehicle, hold your Greenwheels card against the scanner behind the windscreen or use the Greenwheels app to open the car. If the central locking has opened and you have got in the car, enter your personal PIN number into the board computer (you can find the board computer in the glove compartment). Then pull the car key out of the slot of the board computer. You can start your trip now. 

Are people who are traveling with me insured?

Yes, all passengers are insured through liability. 

Can I transport pets in the car?

No. Unfortunately, we had the experience that some pet owners did not leave the car clean after they used the car with their pets. Subsequent customers felt annoyed by this and that is why it is not allowed anymore. 

Is it allowed to smoke in the car?

No. Out of consideration for our non-smoking customers, smoking is not permitted.

How do I use parking cards?

Various Greenwheels stations are located in parking garages. To make sure that you can drive in and out there free of charge, we have equipped these cars with permanent parking cards. These are kept in the car book, but are sometimes in the glove compartment, in storage compartments, or the center console.

Please only use these parking cards. Do not use any (chargeable) single parking cards that you have drawn from a machine in the car park. Otherwise, for technical reasons, it could not be possible to get the parking barrier open when entering or leaving the car park.

I have a 'driver's license at 17' can I also use Greenwheels?

No, this is impossible. The minimum age for users is currently 18 years.

What happens if I break traffic rules?

Fines for violations of the traffic regulations are always passed on to the driver of the car. In addition, you will be charged an administration fee of EUR 10.00 for each penalty.

During my drive, I caused or noticed damage to the vehicle. What should I do?

Oh no, we hope you are ok! If you have caused or noticed damage during your drive, then always call our customer service team. You must also do the following:

If you have caused damage and no other road users were involved:

Example: You have collided with a bollard or tree.

Take one or more photos of the traffic situation and the car, ideally showing the licence plate clearly.

Report the damage via the app or call the customer service team. 

Have you suffered a vehicle break-in or theft? Then you need to report this to the police.

Unable to continue driving? Discuss the situation with the customer service team. For further information on breakdown assistance within Germany and throughout Europe, see the General Terms and Conditions.

If another road user was involved in the damage:

Take photos of the traffic situation, the car and the car of the other party involved in the accident. Make sure that the licence plate is clearly visible on the photo. These photos are required for the notification of claim.

Fill in the European Accident Statement jointly with the other party involved in the accident. You will find the relevant form in the car. If you can’t find the form, you can use this online form to report the damage.

Make sure that the European Accident Statement is submitted together with photos. Send it by post to:

Greenwheels GmbH

Huckarder Straße 12

44147 Dortmund

You can also e-mail it to schaden@greenwheels.de Make sure you include the date, the car registration number and/or the damage number displayed when you report the accident in the app.

Always report the damage via the app or call the customer service team. Then send the photos, Accident Statement and details of the damage by e-mail to schaden@greenwheels.de

Unable to continue driving? Then call the customer service team as well. For further information on breakdown assistance within Germany and throughout Europe, see the General Terms and Conditions.

What is the deductible in the event of a claim?

Simply put, if you rent a car and it is damaged or stolen, the excess is the amount you have to pay in the event of an insurance claim.

The SiPak costs € 6.00 per month for new customers. The reduction is then from € 1,000 to € 200 personal contribution in the event of culpable damage. Existing customers keep the familiar version of the SiPak (€ 3 / € 4 per booking, € 5 per month), but can switch to the monthly payment method. A change in the opposite direction is not possible.

You can adjust your excess on the Greenwheels website. To do this, go to My Subscription in your account via My Profile.

How and where can I use the Westfalen fuel card?

There is a 'Westfalen' fuel card in the logbook of every vehicle. With this card, you can refuel and wash the vehicle without cash at Agip, Aral, OMV, Total, and Westfalen at the expense of Greenwheels. When paying with the fuel card, please always enter the current mileage of the car you are driving.

If, in exceptional cases, you were unable to use the fuel card and paid the invoice amount in cash, please provide the original receipt with your customer number and the license plate number of the vehicle you are using.

You can upload the fuel receipt to my data on our homepage or send it to us by email with a note of your customer number and card number. It is also possible to send the original fuel receipt to Greenwheels, PO Box 4031, 3006 AA Rotterdam, The Netherlands. The amount paid will be credited to you on one of the next invoices and, if necessary, reimbursed.

You can avoid this rather annoying process if you refuel using the fuel card.

Attention: Our cars are not intended for biodiesel or gas refueling. Failure to do so can result in severe engine damage. Also, please never fill up with so-called "premium fuels". These do not provide any additional performance or save fuel, but cost unnecessary additional money.
My parking space is occupied – what should I do?

From time to time, other vehicles may be parked in Greenwheels parking spaces without permission. So when you have finished using the car, you may be forced to park in another space (as) nearby (as possible) which is not intended for your car.

If this happens, please phone the booking centre as soon as possible and let us know exactly where our car is. Then we can inform the next user where the vehicle is at the moment – they will be grateful, and one day it could be you…

In Berlin and Hamburg, we have cooperation agreements with two towing companies for parking spaces which are designated as Type A in the location descriptions under the rubric “Parking Zone”. If an unauthorised vehicle is reported to have parked in the space, then the booking centre requests it to be towed away.

In Hamburg, the unauthorised driver has to pay an (immediate) towing charge to reclaim their vehicle; this charge is substantial. In Berlin, the keeper of the vehicle is invoiced for the towing costs. The respective local police force is informed about where the unauthorised vehicles have been taken.

In the case of parking spaces in Berlin which are designated as Type B in the location descriptions under the rubric “Parking Zone”, you can inform our booking centre or alternatively contact the Berlin Police directly (110) to request that an unauthorised vehicle is towed away. The police will either do this themselves or arrange for one of the district Offices of Public Order to tow the vehicle. The legal basis for this is a December 2008 order by the Berlin Chief of Police. This recognised the necessity of keeping designated car sharing parking spaces clear in the context of hazard prevention law, and declared the movement by police ( = towing) of unauthorised parked vehicles to be proportionate ( = permitted). The Offices of Public Order (traffic wardens) were also directed to act appropriately. The towing costs arising are then invoiced by the police or Offices of Public Order.

How is the insurance regulated?

The car is insured with an accident passenger insurance. 

What do I do if the car is dirty when it is picked up?

All Greenwheels vehicles are regularly washed and cleaned by our maintenance staff. However, we also expect Greenwheels customers that they return vehicles as neatly as they would like to find them at the start of the trip.


If the vehicle you have booked is dirty when you pick it up, we have to charge the previous user for this. In such a case, please notify the Greenwheels Service Center (030-311 60 100) before starting your booking.

What happens if a vehicle is not there even though I have booked it?

That shouldn't happen. However, it is possible that the previous user is late. Then please call us on the service number 030-311 60 100. As far as possible, another vehicle will be made available to you.

It rarely happens that the previous user was unable to park the vehicle in the reserved parking lot because it was parked by someone else. Then he parked it nearby. You can also find out where exactly via the telephone hotline.

Is there a cover letter?
When and how will you invoice me?

Since May 2007, invoices have been issued twice a month by e-mail or post (€1 per invoice). The first invoice covers the period from the 1st to the 14th of the month, the second the 15th to the end of the month.

You can change your preferred invoicing method at any time yourself in the customer area (“My customer data”) on www.greenwheels.de You can also update your details here yourself if your e-mail address or bank account details have changed.

Please note that we will automatically send all future invoices by post if our e-mails to you are returned as undeliverable. This usually happens as a result of typing errors or outdated e-mail addresses. In this case, you will automatically receive a letter from us by post.

In the case of temporary e-mail problems e.g. mail server disruption, mailbox full, etc., we will not however change your invoicing method automatically; as soon as the disruption is resolved, you will receive your invoices as usual again. In the intervening period, you can of course view all your invoices in the customer area.

Are the prices shown in the app the actual costs on the invoice?

No, the number of kilometers is an estimated number of kilometers. The invoice is used to calculate the number of kilometers actually driven.

Why are different amounts of bank fees charged?

The amount of the chargeback fee varies depending on the bank and amount. We basically pass on these costs unchanged.

What are the payment options at Greenwheels?

You can pay by direct debit or using a credit card (Mastercard/Visa). You consent to automatic direct debit payments by signing the contract. The quickest way to pay is by credit card since you can then sign digitally.

For direct debits: Please send the documents we need as soon as possible as a scanned e-mail attachment (a photo of the documents with signatures) – please use the contact form for this: www.greenwheels.de/hilfe

How are fuel and mileage costs calculated?

The price per kilometer consists of a flat rate per kilometer and the cost of fuel. The price per kilometer does not change with the daily fluctuating fuel prices. If the fuel price rises or falls sharply over a longer period of time, Greenwheels reserves the right to adjust the price per kilometer if necessary. In this case you will of course be informed beforehand.

You can see the exact breakdown of the kilometer price on each of your bills.

Note: If you have one of our older subscriptions, the fuel costs are not included in the kilometer price and are calculated separately in addition to the kilometer prices agreed at the time.

I am no longer a customer, do I still have to pay the bills?

Even after your contract has ended, invoice amounts may still arise. For example the last statement of travel expenses, processing of traffic tickets and claims, charges for soiling, delay, etc. In individual cases, due to board computer problems, the travel data of a vehicle is only available a few weeks after the end of the journey, as it is technically complex to readout. In such cases, you may not receive an invoice for the cost per kilometer until several weeks after the end of the contract.

If a direct debit order was reversed in the past, it may also be that the examination of the case extends beyond the end of the contract and the return debit fees are only calculated after the end of the contract period.

When and how will you invoice me?

Since May 2007, invoices have been issued twice a month by e-mail or post (€1 per invoice). The first invoice covers the period from the 1st to the 14th of the month, the second the 15th to the end of the month.

You can change your preferred invoicing method at any time yourself in the customer area (“My customer data”) on www.greenwheels.de You can also update your details here yourself if your e-mail address or bank account details have changed.

Please note that we will automatically send all future invoices by post if our e-mails to you are returned as undeliverable. This usually happens as a result of typing errors or outdated e-mail addresses. In this case, you will automatically receive a letter from us by post.

In the case of temporary e-mail problems e.g. mail server disruption, mailbox full etc., we will not however change your invoicing method automatically; as soon as the disruption is resolved, you will receive your invoices as usual again. In the intervening period, you can of course view all your invoices in the customer area.

When will my deposit be returned?

If you have given notice, then in accordance with the General Terms and Conditions you will receive your deposit 3 months after the end of the contract, however after you have returned your Greenwheels card and paid any outstanding invoices at the earliest.

I’m afraid I need to cancel – how do I do this?

Are you sure you want to cancel your subscription?

In “My Profile”, you can also select the Greenwheels Basic subscription. This tariff has no monthly fee, and you remain a customer in case you need to use Greenwheels in an emergency.

If you are stopping driving completely, moving away, or buying your own car, then, unfortunately, you will want to cancel. E-mails and telephone calls do not have unambiguous legal force and can be misused.

Therefore, please send your signed notice of termination to Greenwheels, Postbus 23191, 3001 KD Rotterdam, Netherlands. Also, you can send us your signed notice of termination as an e-mail attachment via the contact form.

For details of notice periods, please see here for private tariffs and here for business tariffs.

Please also return your Greenwheels card(s) to the above address by the expiry date of your framework contract at the latest. We need this before we can issue your final invoice. We will invoice you for any non-returned cards.

Do I need to have a driving licence which was issued in Germany?

All driving licences issued in Germany or another European Union country, as well as in Norway, Andorra, Switzerland and Liechtenstein, are permitted by Greenwheels.

How long does it take from registration until my first trip?

It can take up to 7 working days from registration for your Greenwheels card to be approved. The quicker you return your signed contract to us (the quickest way is to use our contact form), the quicker you can be on the road.

How and when will I receive my Greenwheels card?

After you have returned your signed contract and copy of your driving licence to us.

You will receive your Greenwheels card by post.

Which public transport season tickets are recognised?

The following higher-value season tickets are recognised by Greenwheels:

BSVAG Braunschweig

BVG Berlin

DVB AG Dresden

Gewo Süd

HVV Hamburg

SAGA GWG Hamburg

VBB Berlin-Brandenburg

ViP Potsdam

VRR Verkehrsverbund Rhein-Ruhr

VVW Rostock

Holders of season tickets for students and apprentices must of course be aged over 24 years and must hold a valid driving licence.

If you hold one of these season tickets, please enter discount code OPNV9822 when registering.

What are additional authorized users and what are they allowed to do?

The authorized users are allowed to book and drive independently and are served in the same way as the contractors themselves.

Please note: Greenwheels debits the amounts for travel costs of authorized users from the account of the contractor. The same applies to any damage caused by authorized users. The contractor is therefore liable in any case. Internal settlements between the contractor and his authorized users must be made between them without the involvement of Greenwheels.

Is there a minimum contract period?

The notice period for the current tariff is 30 days.

Your right of withdrawal: In accordance with the statutory regulations, you have the option to withdraw from the contractual agreement without specifying any reasons. Your revocation must be received by Greenwheels by post, fax or e-mail (with a scanned signed copy attached) within 30 days of the conclusion of the contract.

Is there a Schuf check at Greenwheels?

Yes. Basically every (private) new customer is checked for his creditworthiness by the protective association of the lending industry / Schufa in accordance with the declaration of consent signed by him in the contract with Greenwheels.

If the information is negative, the customer does not receive any driving authorization and is canceled again without ever being able to book or use a car.

The same applies in the event that the Schufa does not provide any information. In this case, the Schufa is either completely or partially unknown to the person concerned or has no permanent address - so it cannot be precisely identified - or the Schufa has forbidden to provide information.

The Schufa provides information about all other persons, which is summarized in a so-called ´Score value`. This represents an assessment that contains statements about a possible risk in relation to possible payment difficulties to be expected. Greenwheels has no influence whatsoever on the way a score is generated, this is entirely up to Schufa. In the absence of other systems, Greenwheels is forced to use this method.
Greenwheels reserves the right to ask individual customers for an increased (refundable) deposit based on their score. In this context, Greenwheels further reserves the right not to accept individual persons or companies or institutions as customers.

If people rejected by Greenwheels take action and cause their negative entry to be deleted, their score value to be changed or their personal data to be included in the Schufa documents, Greenwheels will, of course, welcome these people as new customers after a renewed positive check.

Visual inspection of driving licences

Greenwheels always inspects the driving licences of new users for authenticity and validity. To do this, we use technology from Onfido. In this way, we ensure that our community consists only of individuals with valid driving licences, who are therefore allowed to drive. This is to guarantee the safety of our community.

Change of rates: what is possible and what is not?

A tariff change is of course possible. This is always carried out on the first of the next month.

Please note that a minimum term is valid for the annual subscription.

You can make all changes yourself via My Profile. 

What does “excess” mean?

To put it simply: If you rent a car and it is damaged or stolen, then the excess is the amount that you must pay towards the insurance claim.

In case of damage during the trip, the standard amount per instance of damage is €350. For a supplement of €4 per trip, you can reduce the excess to €75. In the case of older contracts, the excess is €225.

You can adjust your excess on the Greenwheels website. To do this, go to “My Subscription” under “My Profile”.

Where can I find an overview of all tariffs for private customers?

Aktuelle Tarife since May 1, 2017


Between April 1, 2014 and April 30, 2017:
Greenwheels Zero (Spar-Pakete / wbg)

Between November 1, 2013 and April 1, 2014:
Greenwheels Promotion 5 (OPNV)

Between April 25, 2013 and November 1, 2013:
JahresAbo 2013 (OPNV)  

Between February 1, 2013 and April 25, 2013:
1- und 2 Jähriges Vorteil Abo (OPNV)         

Between February 12, 2012 and February 1, 2013:
JahresAbo 2012 (OPNV)                            

Before February 12, 2012:
Greenwheels 5 Privat (OPNV)      
Greenwheels 15 Privat (OPNV)
Greenwheels 25 Privat (OPNV)       

Other:
Greenwheels Standard 5 

How does the driver's license check work?

With new users, Greenwheels always checks the driver's license for authenticity and validity. We use Onfido technology for this. For this check, we ask you to upload a photo of the front and back of the driver's license and identify you with a selfie or a short video. In this way, we ensure that our community only consists of people with a valid driver's license, who are allowed to drive a car. This is how we can ensure the security of our community.

What happens to the documents and images after the driving licence inspection?
Where can I find an overview of all tariffs for business customers?

Current rates

Between April 25, 2013 and November 1, 2013:
JahresAbo 2013 Business                     

Between February 1, 2013 and April 25, 2013:
1 und 2 Jähriges Vorteil Abo Business  

Between February 12, 2012 and February 1, 2013:
JahresAbo 2012 Business

Before February 12, 2012:
Greenwheels 5 Business
Greenwheels 25 Business
Greenwheels 50 Business

Choose a subject:

General

Who can use car sharing?

If you have a German, EU, or international driver's license, you can use car sharing with Greenwheels. You can book your first trip after completing the registration and receiving the Greenwheels chip card. For new users, Greenwheels must always have the driver's license for authenticity and rights. We use Onfido technology to check this. 

What is the difference between car sharing and car rental?

Car rental is somewhat different from car sharing. We would like to explain it with some examples:

- Greenwheels can be found at 1,850 locations throughout the Netherlands. That is why there is often a car in your area that you can take with you whenever you want. So you don't have to go to a car rental company first to pick up a car there.

- You can open a Greenwheels car with the Greenwheels app or your OV chip card. There is no key handover required.

- A Greenwheels car is available to you 24 hours a day. You are not bound by office opening times. You can also book and take a Greenwheels car in the middle of the night.

- Flexible reservation: you can reserve and use a car from only 15 minutes.

- Fuel is included. There is a fuel or charge card in every Greenwheels car.

Booking a car

What is the availability of the cars?

Around 90% of all trips are booked spontaneously, in other words shortly before departure. The demand for cars increases on weekends, public holidays, and during the holidays. During this time, you can secure a car at your desired location by booking well in advance.

The car sharing fleet keeps on growing. So there is a high probability that you can have "your" vehicle at any time.

How can I book a car for a day, weekend or week?

You can book a car like you always do.
- A day trip consists of 24 hours
- Weekend trip = weekend price starts on Fridays at 4 p.m. and ends on Mondays at 10 a.m.
- Week trip consists of 7 x 24 hours

Can I go abroad with a Greenwheels car?

Definitely! Please note the following:

- Foreign trips must always be authorized by Greenwheels; Please register all trips abroad by telephone 14 days before the start of your booking (030 311 60 100).

- Based on insurance guidelines you, unfortunately, can not drive in all federal states. Please contact the customer service by telephone or e-mail beforehand to see whether you can go to a particular destination. Contact means possible Trips to EU countries are usually no problem.

- The fuel card does not work abroad. You can refuel and pay yourself and send the refuelling receipt to us via the contact form. 

What to do if my trip takes longer than planned?

Please call the customer service if you want to extend your booking. However, in some cases, your booking is immediately followed by a subsequent booking. If we can't rebook these customers to another vehicle, we'll have to be bitten.

To ensure a smooth process, please inform our customer service center about a possible delay (e.g. due to traffic jams or failures), so they can inform and transfer the subsequent customer to another vehicle.

How can I book a car?

You can book your Greenwheels car via the website, with the Greenwheels app, or by phone (030 311 60 100).

How can I extend a booking?

You can extend it before or during a trip. If there is a booking immediately following the time originally reserved, an extension is not possible. You can extend your booking in the “My bookings” section, but also via the Greenwheels app or the board computer in the car. Of course, you can also extend it via telephone.

Do I always have to book a car for a specific time periode?

Yes. You can book a car well in advance or spontaneously. You always determine the start and end time of the trip. You can book at any time via the website, Greenwheels app or customer service center (030-311 60 100) - 24 hours a day, 365 days a year. 

Open, drive and refuelling/recharging

How do I open the car?

Android / IOS app

You can open a car with the app. When the booking starts, open the app. Click on your booking on the main screen. Then click on "Start driving" and swipe up to open the car. If you want to close the car, click on "End drive" and then swipe down.

 

Please be careful: we advise you to always take the Greenwheels card with you to the booked car in case the car cannot be opened with the app.

What happens when I have a delay?

You have the option at any time to extend the booking of your vehicle by telephone - if there is no subsequent booking for your car. However, if you return your car later than agreed, we will, unfortunately, have to charge a fee of € 25 if it causes trouble for a subsequent user.

In any case, it makes sense to always add 30 minutes, even for short bookings. In this way, you can be sure that you will not bother any subsequent users and you will actively contribute to road safety, as you can move around in traffic with less stress and without time pressure.

Can I make a one-way trip with Greenwheels?

No. One-way trips are currently not offered. There are just too many unsolved problems, e.g. vehicle repatriation for single trips to distant destinations or redistribution when many vehicles are concentrated in one place as a result of major events (football match, district festival, etc.).

Where can I find the car key?

The key can be found in the glove compartment. To open the vehicle, hold your Greenwheels card against the scanner behind the windscreen or use the Greenwheels app to open the car. If the central locking has opened and you have got in the car, enter your personal PIN number into the board computer (you can find the board computer in the glove compartment). Then pull the car key out of the slot of the board computer. You can start your trip now. 

Are people who are traveling with me insured?

Yes, all passengers are insured through liability. 

Can I transport pets in the car?

No. Unfortunately, we had the experience that some pet owners did not leave the car clean after they used the car with their pets. Subsequent customers felt annoyed by this and that is why it is not allowed anymore. 

Is it allowed to smoke in the car?

No. Out of consideration for our non-smoking customers, smoking is not permitted.

How do I use parking cards?

Various Greenwheels stations are located in parking garages. To make sure that you can drive in and out there free of charge, we have equipped these cars with permanent parking cards. These are kept in the car book, but are sometimes in the glove compartment, in storage compartments, or the center console.

Please only use these parking cards. Do not use any (chargeable) single parking cards that you have drawn from a machine in the car park. Otherwise, for technical reasons, it could not be possible to get the parking barrier open when entering or leaving the car park.

I have a 'driver's license at 17' can I also use Greenwheels?

No, this is impossible. The minimum age for users is currently 18 years.

What happens if I break traffic rules?

Fines for violations of the traffic regulations are always passed on to the driver of the car. In addition, you will be charged an administration fee of EUR 10.00 for each penalty.

During my drive, I caused or noticed damage to the vehicle. What should I do?

Oh no, we hope you are ok! If you have caused or noticed damage during your drive, then always call our customer service team. You must also do the following:

If you have caused damage and no other road users were involved:

Example: You have collided with a bollard or tree.

Take one or more photos of the traffic situation and the car, ideally showing the licence plate clearly.

Report the damage via the app or call the customer service team. 

Have you suffered a vehicle break-in or theft? Then you need to report this to the police.

Unable to continue driving? Discuss the situation with the customer service team. For further information on breakdown assistance within Germany and throughout Europe, see the General Terms and Conditions.

If another road user was involved in the damage:

Take photos of the traffic situation, the car and the car of the other party involved in the accident. Make sure that the licence plate is clearly visible on the photo. These photos are required for the notification of claim.

Fill in the European Accident Statement jointly with the other party involved in the accident. You will find the relevant form in the car. If you can’t find the form, you can use this online form to report the damage.

Make sure that the European Accident Statement is submitted together with photos. Send it by post to:

Greenwheels GmbH

Huckarder Straße 12

44147 Dortmund

You can also e-mail it to schaden@greenwheels.de Make sure you include the date, the car registration number and/or the damage number displayed when you report the accident in the app.

Always report the damage via the app or call the customer service team. Then send the photos, Accident Statement and details of the damage by e-mail to schaden@greenwheels.de

Unable to continue driving? Then call the customer service team as well. For further information on breakdown assistance within Germany and throughout Europe, see the General Terms and Conditions.

What is the deductible in the event of a claim?

Simply put, if you rent a car and it is damaged or stolen, the excess is the amount you have to pay in the event of an insurance claim.

The SiPak costs € 6.00 per month for new customers. The reduction is then from € 1,000 to € 200 personal contribution in the event of culpable damage. Existing customers keep the familiar version of the SiPak (€ 3 / € 4 per booking, € 5 per month), but can switch to the monthly payment method. A change in the opposite direction is not possible.

You can adjust your excess on the Greenwheels website. To do this, go to My Subscription in your account via My Profile.

How and where can I use the Westfalen fuel card?

There is a 'Westfalen' fuel card in the logbook of every vehicle. With this card, you can refuel and wash the vehicle without cash at Agip, Aral, OMV, Total, and Westfalen at the expense of Greenwheels. When paying with the fuel card, please always enter the current mileage of the car you are driving.

If, in exceptional cases, you were unable to use the fuel card and paid the invoice amount in cash, please provide the original receipt with your customer number and the license plate number of the vehicle you are using.

You can upload the fuel receipt to my data on our homepage or send it to us by email with a note of your customer number and card number. It is also possible to send the original fuel receipt to Greenwheels, PO Box 4031, 3006 AA Rotterdam, The Netherlands. The amount paid will be credited to you on one of the next invoices and, if necessary, reimbursed.

You can avoid this rather annoying process if you refuel using the fuel card.

Attention: Our cars are not intended for biodiesel or gas refueling. Failure to do so can result in severe engine damage. Also, please never fill up with so-called "premium fuels". These do not provide any additional performance or save fuel, but cost unnecessary additional money.
My parking space is occupied – what should I do?

From time to time, other vehicles may be parked in Greenwheels parking spaces without permission. So when you have finished using the car, you may be forced to park in another space (as) nearby (as possible) which is not intended for your car.

If this happens, please phone the booking centre as soon as possible and let us know exactly where our car is. Then we can inform the next user where the vehicle is at the moment – they will be grateful, and one day it could be you…

In Berlin and Hamburg, we have cooperation agreements with two towing companies for parking spaces which are designated as Type A in the location descriptions under the rubric “Parking Zone”. If an unauthorised vehicle is reported to have parked in the space, then the booking centre requests it to be towed away.

In Hamburg, the unauthorised driver has to pay an (immediate) towing charge to reclaim their vehicle; this charge is substantial. In Berlin, the keeper of the vehicle is invoiced for the towing costs. The respective local police force is informed about where the unauthorised vehicles have been taken.

In the case of parking spaces in Berlin which are designated as Type B in the location descriptions under the rubric “Parking Zone”, you can inform our booking centre or alternatively contact the Berlin Police directly (110) to request that an unauthorised vehicle is towed away. The police will either do this themselves or arrange for one of the district Offices of Public Order to tow the vehicle. The legal basis for this is a December 2008 order by the Berlin Chief of Police. This recognised the necessity of keeping designated car sharing parking spaces clear in the context of hazard prevention law, and declared the movement by police ( = towing) of unauthorised parked vehicles to be proportionate ( = permitted). The Offices of Public Order (traffic wardens) were also directed to act appropriately. The towing costs arising are then invoiced by the police or Offices of Public Order.

How is the insurance regulated?

The car is insured with an accident passenger insurance. 

What do I do if the car is dirty when it is picked up?

All Greenwheels vehicles are regularly washed and cleaned by our maintenance staff. However, we also expect Greenwheels customers that they return vehicles as neatly as they would like to find them at the start of the trip.


If the vehicle you have booked is dirty when you pick it up, we have to charge the previous user for this. In such a case, please notify the Greenwheels Service Center (030-311 60 100) before starting your booking.

What happens if a vehicle is not there even though I have booked it?

That shouldn't happen. However, it is possible that the previous user is late. Then please call us on the service number 030-311 60 100. As far as possible, another vehicle will be made available to you.

It rarely happens that the previous user was unable to park the vehicle in the reserved parking lot because it was parked by someone else. Then he parked it nearby. You can also find out where exactly via the telephone hotline.

Which public transport season tickets are recognised?

The following higher-value season tickets are recognised by Greenwheels:

BSVAG Braunschweig

BVG Berlin

DVB AG Dresden

Gewo Süd

HVV Hamburg

SAGA GWG Hamburg

VBB Berlin-Brandenburg

ViP Potsdam

VRR Verkehrsverbund Rhein-Ruhr

VVW Rostock

Holders of season tickets for students and apprentices must of course be aged over 24 years and must hold a valid driving licence.

If you hold one of these season tickets, please enter discount code OPNV9822 when registering.

What are additional authorized users and what are they allowed to do?

The authorized users are allowed to book and drive independently and are served in the same way as the contractors themselves.

Please note: Greenwheels debits the amounts for travel costs of authorized users from the account of the contractor. The same applies to any damage caused by authorized users. The contractor is therefore liable in any case. Internal settlements between the contractor and his authorized users must be made between them without the involvement of Greenwheels.

Finance

Is there a cover letter?
When and how will you invoice me?

Since May 2007, invoices have been issued twice a month by e-mail or post (€1 per invoice). The first invoice covers the period from the 1st to the 14th of the month, the second the 15th to the end of the month.

You can change your preferred invoicing method at any time yourself in the customer area (“My customer data”) on www.greenwheels.de You can also update your details here yourself if your e-mail address or bank account details have changed.

Please note that we will automatically send all future invoices by post if our e-mails to you are returned as undeliverable. This usually happens as a result of typing errors or outdated e-mail addresses. In this case, you will automatically receive a letter from us by post.

In the case of temporary e-mail problems e.g. mail server disruption, mailbox full, etc., we will not however change your invoicing method automatically; as soon as the disruption is resolved, you will receive your invoices as usual again. In the intervening period, you can of course view all your invoices in the customer area.

Why are different amounts of bank fees charged?

The amount of the chargeback fee varies depending on the bank and amount. We basically pass on these costs unchanged.

What are the payment options at Greenwheels?

You can pay by direct debit or using a credit card (Mastercard/Visa). You consent to automatic direct debit payments by signing the contract. The quickest way to pay is by credit card since you can then sign digitally.

For direct debits: Please send the documents we need as soon as possible as a scanned e-mail attachment (a photo of the documents with signatures) – please use the contact form for this: www.greenwheels.de/hilfe

I am no longer a customer, do I still have to pay the bills?

Even after your contract has ended, invoice amounts may still arise. For example the last statement of travel expenses, processing of traffic tickets and claims, charges for soiling, delay, etc. In individual cases, due to board computer problems, the travel data of a vehicle is only available a few weeks after the end of the journey, as it is technically complex to readout. In such cases, you may not receive an invoice for the cost per kilometer until several weeks after the end of the contract.

If a direct debit order was reversed in the past, it may also be that the examination of the case extends beyond the end of the contract and the return debit fees are only calculated after the end of the contract period.

When and how will you invoice me?

Since May 2007, invoices have been issued twice a month by e-mail or post (€1 per invoice). The first invoice covers the period from the 1st to the 14th of the month, the second the 15th to the end of the month.

You can change your preferred invoicing method at any time yourself in the customer area (“My customer data”) on www.greenwheels.de You can also update your details here yourself if your e-mail address or bank account details have changed.

Please note that we will automatically send all future invoices by post if our e-mails to you are returned as undeliverable. This usually happens as a result of typing errors or outdated e-mail addresses. In this case, you will automatically receive a letter from us by post.

In the case of temporary e-mail problems e.g. mail server disruption, mailbox full etc., we will not however change your invoicing method automatically; as soon as the disruption is resolved, you will receive your invoices as usual again. In the intervening period, you can of course view all your invoices in the customer area.

When will my deposit be returned?

If you have given notice, then in accordance with the General Terms and Conditions you will receive your deposit 3 months after the end of the contract, however after you have returned your Greenwheels card and paid any outstanding invoices at the earliest.

What does “excess” mean?

To put it simply: If you rent a car and it is damaged or stolen, then the excess is the amount that you must pay towards the insurance claim.

In case of damage during the trip, the standard amount per instance of damage is €350. For a supplement of €4 per trip, you can reduce the excess to €75. In the case of older contracts, the excess is €225.

You can adjust your excess on the Greenwheels website. To do this, go to “My Subscription” under “My Profile”.

Cancelling

Can I cancel a booking?

Yes. You can cancel bookings free of charge up to one hour before the start of your trip. In case of a cancellation by telephone or e-mail we charge 1 euro. Cancellations via the website or app are free of charge.

If you cancel the booking less than one hour before the start of the booking, you have to pay for the booked time in full.

When will my deposit be returned?

If you have given notice, then in accordance with the General Terms and Conditions you will receive your deposit 3 months after the end of the contract, however after you have returned your Greenwheels card and paid any outstanding invoices at the earliest.

I’m afraid I need to cancel – how do I do this?

Are you sure you want to cancel your subscription?

In “My Profile”, you can also select the Greenwheels Basic subscription. This tariff has no monthly fee, and you remain a customer in case you need to use Greenwheels in an emergency.

If you are stopping driving completely, moving away, or buying your own car, then, unfortunately, you will want to cancel. E-mails and telephone calls do not have unambiguous legal force and can be misused.

Therefore, please send your signed notice of termination to Greenwheels, Postbus 23191, 3001 KD Rotterdam, Netherlands. Also, you can send us your signed notice of termination as an e-mail attachment via the contact form.

For details of notice periods, please see here for private tariffs and here for business tariffs.

Please also return your Greenwheels card(s) to the above address by the expiry date of your framework contract at the latest. We need this before we can issue your final invoice. We will invoice you for any non-returned cards.

Becoming a customer

Do I need to have a driving licence which was issued in Germany?

All driving licences issued in Germany or another European Union country, as well as in Norway, Andorra, Switzerland and Liechtenstein, are permitted by Greenwheels.

How long does it take from registration until my first trip?

It can take up to 7 working days from registration for your Greenwheels card to be approved. The quicker you return your signed contract to us (the quickest way is to use our contact form), the quicker you can be on the road.

How and when will I receive my Greenwheels card?

After you have returned your signed contract and copy of your driving licence to us.

You will receive your Greenwheels card by post.

Is there a minimum contract period?

The notice period for the current tariff is 30 days.

Your right of withdrawal: In accordance with the statutory regulations, you have the option to withdraw from the contractual agreement without specifying any reasons. Your revocation must be received by Greenwheels by post, fax or e-mail (with a scanned signed copy attached) within 30 days of the conclusion of the contract.

Is there a Schuf check at Greenwheels?

Yes. Basically every (private) new customer is checked for his creditworthiness by the protective association of the lending industry / Schufa in accordance with the declaration of consent signed by him in the contract with Greenwheels.

If the information is negative, the customer does not receive any driving authorization and is canceled again without ever being able to book or use a car.

The same applies in the event that the Schufa does not provide any information. In this case, the Schufa is either completely or partially unknown to the person concerned or has no permanent address - so it cannot be precisely identified - or the Schufa has forbidden to provide information.

The Schufa provides information about all other persons, which is summarized in a so-called ´Score value`. This represents an assessment that contains statements about a possible risk in relation to possible payment difficulties to be expected. Greenwheels has no influence whatsoever on the way a score is generated, this is entirely up to Schufa. In the absence of other systems, Greenwheels is forced to use this method.
Greenwheels reserves the right to ask individual customers for an increased (refundable) deposit based on their score. In this context, Greenwheels further reserves the right not to accept individual persons or companies or institutions as customers.

If people rejected by Greenwheels take action and cause their negative entry to be deleted, their score value to be changed or their personal data to be included in the Schufa documents, Greenwheels will, of course, welcome these people as new customers after a renewed positive check.

Visual inspection of driving licences

Greenwheels always inspects the driving licences of new users for authenticity and validity. To do this, we use technology from Onfido. In this way, we ensure that our community consists only of individuals with valid driving licences, who are therefore allowed to drive. This is to guarantee the safety of our community.

Being a customer

What are additional authorized users and what are they allowed to do?

The authorized users are allowed to book and drive independently and are served in the same way as the contractors themselves.

Please note: Greenwheels debits the amounts for travel costs of authorized users from the account of the contractor. The same applies to any damage caused by authorized users. The contractor is therefore liable in any case. Internal settlements between the contractor and his authorized users must be made between them without the involvement of Greenwheels.

Where can I find an overview of all tariffs for business customers?

Current rates

Between April 25, 2013 and November 1, 2013:
JahresAbo 2013 Business                     

Between February 1, 2013 and April 25, 2013:
1 und 2 Jähriges Vorteil Abo Business  

Between February 12, 2012 and February 1, 2013:
JahresAbo 2012 Business

Before February 12, 2012:
Greenwheels 5 Business
Greenwheels 25 Business
Greenwheels 50 Business

Rates

Are the prices shown in the app the actual costs on the invoice?

No, the number of kilometers is an estimated number of kilometers. The invoice is used to calculate the number of kilometers actually driven.

How are fuel and mileage costs calculated?

The price per kilometer consists of a flat rate per kilometer and the cost of fuel. The price per kilometer does not change with the daily fluctuating fuel prices. If the fuel price rises or falls sharply over a longer period of time, Greenwheels reserves the right to adjust the price per kilometer if necessary. In this case you will of course be informed beforehand.

You can see the exact breakdown of the kilometer price on each of your bills.

Note: If you have one of our older subscriptions, the fuel costs are not included in the kilometer price and are calculated separately in addition to the kilometer prices agreed at the time.

Change of rates: what is possible and what is not?

A tariff change is of course possible. This is always carried out on the first of the next month.

Please note that a minimum term is valid for the annual subscription.

You can make all changes yourself via My Profile. 

Where can I find an overview of all tariffs for private customers?

Aktuelle Tarife since May 1, 2017


Between April 1, 2014 and April 30, 2017:
Greenwheels Zero (Spar-Pakete / wbg)

Between November 1, 2013 and April 1, 2014:
Greenwheels Promotion 5 (OPNV)

Between April 25, 2013 and November 1, 2013:
JahresAbo 2013 (OPNV)  

Between February 1, 2013 and April 25, 2013:
1- und 2 Jähriges Vorteil Abo (OPNV)         

Between February 12, 2012 and February 1, 2013:
JahresAbo 2012 (OPNV)                            

Before February 12, 2012:
Greenwheels 5 Privat (OPNV)      
Greenwheels 15 Privat (OPNV)
Greenwheels 25 Privat (OPNV)       

Other:
Greenwheels Standard 5 

Where can I find an overview of all tariffs for business customers?

Current rates

Between April 25, 2013 and November 1, 2013:
JahresAbo 2013 Business                     

Between February 1, 2013 and April 25, 2013:
1 und 2 Jähriges Vorteil Abo Business  

Between February 12, 2012 and February 1, 2013:
JahresAbo 2012 Business

Before February 12, 2012:
Greenwheels 5 Business
Greenwheels 25 Business
Greenwheels 50 Business

Driver's license check

How does the driver's license check work?

With new users, Greenwheels always checks the driver's license for authenticity and validity. We use Onfido technology for this. For this check, we ask you to upload a photo of the front and back of the driver's license and identify you with a selfie or a short video. In this way, we ensure that our community only consists of people with a valid driver's license, who are allowed to drive a car. This is how we can ensure the security of our community.

What happens to the documents and images after the driving licence inspection?

Need more help?

Customer service 24/7 033 311 60100