Contact
. Telephone number: 672386649 from 10:00am to 19:00pm.
· Email: consults and requests: clientes@cargreen.es.
· Email: complains and close accounts: reclamaciones@cargreen.es.
· Social Media:
o Facebook https://www.facebook.com/CarGreen-100524908864105
o Twitter https://twitter.com/cargreenoficial
o Instagram https://www.instagram.com/cargreenmovilidadsostenible/
Account
How can I modify my personal data in my user account?
Access to our App CarGreen with your email and a password. In the section “personal information”, you could modify your info whenever you want.
Can my personal account be used by another user?
Each user account is personal and non-transferable, so it cannot be used by another user.
Billing
Which are the payment methods accepted?
We accept debit and credit cards: American Express, Visa or MasterCard
My card has expired or it is blocked, what can I do?
You can modify your payment information whenever you want in “Payment Methods” in the App. It is important to take into a count that if you want to eliminate a credit card, you will have to enter another payment method.
If your account has been blocked you can contact our customer service: clientes@caregeen.es
How do I know when the charge has been realized to my credit card?
The charge will be realized once you have finished your trip, we will send you the bill to your registration email. If your booking has not successfully completed the payment, you will see it in the App as a payment pending active booking
When does the renting cost starts?
The price starts counting once you click “start booking” on the App and finishes when you click “finish booking” and you complete the final questionnaire.
Registration
Which information and documents do I need in order to do the registration?
In order to do the registration, you will need your ID, your driving license and a debit or a credit card.
If you are not a European citizen, you will have to register with a Foreigner identification number (NIE), which is issued by the Ministry or using your Passport.
Driver’s license: you must have 18 years old and own a current driving license or confirm the possession of an international driving license or issued by the European Union. If you are a learner, you must have with you our own “L” signal required by the law in order to travel. (The “L” sign must be in the back of the car and must be visible).
Can I do the registration and rent a car with a provisional license?
Yes.
Which is the function of the selfie that I take during the registration?
It is for the verification of the identity of the documents, it is a security measure.
How can I start using the service?
Once you have downloaded the App and you have registered your documentation and your payment method, your account will be verified and activated. Then you will receive a confirmation email. After that, you can log in the App using your e-mail and your password and you will be ready to use CarGreen.
Booking
You can only use the vehicles that are shown in the App.
How many cars can I book at the same time?
You cannot book more than one car at the same time.
How many times do I have in order to reach the car?
You have 15 minutes in order to reach the nearest car. This time has no price. If you are not going to continue with the booking, it is important to cancel it so other people can book it.
What do I have to do if I see that the car is damaged?
Before starting the trip, you always have to check the vehicle and if you see that there is any damage, you can notify it in the App with a picture. This way our customer service team will be informed.
Insurance
Our CarGreen cars have a civil liability insurance, as it is obligatory by law.
All the cars have an MMT SEGUROS insurance, in case of accident, is covered by the civil liability insurance.
Use
What requirements are there to use the App?
The CarGreen App is available and free in both stores, Apple Store and Google Play. It is important to have a good Internet connection and to have the Bluetooth activated.
Which is the CarGreen timetable?
Our cars are available 24 hours.
Which are the steps that I have to follow in order to start my booking?
It is very simple: open the CarGreen App with the bluetooth activated, select the car that you prefer in the map of the city and click “Reserve now”. Once you are next to the car, select “Start trip” and click the white locker in order to open the car. Once you are in, you will find the key, hit the brake and turn forward the key until you can read the word “Ready” next to the speedometer.
All of our cars are automatic, we will only use our right foot in order to accelerate and stop. Remember, do not use your left foot, our cars do not have a clutch!
To start the driving, hit the brake and with the lever button pressed, move it to D in order to advance.
P is for Parking, R is for Reverse and N is for Neutral.
When does my reservation with CarGreen ends?
Make sure that the vehicle in the CarGreen area that you will see on the map and that the car is well parked. It is important to park following the traffic law .Roll the windows up. The lever must be in P position. The motor must be off and the key outside the contact. Get out of the car and make sure that the windows and the doors are closed. Click on “End trip” and click the final questionnaire in order to finish the booking.
What do I have to do if I see damages once I start the renting?
Before driving, you must verify the state of the vehicle. You must verify the defects, visible damages or level of dirt and notify it to us with your telephone.
In case of damages or dirt, the user must contact with our team in order to communicate the nature and importance of that damage or level of dirt. The user must facilitate this information in a complete and faithful way. CarGreen could forbid the use of a vehicle in case of lack of security.
You can drive your CarGreen wherever you want, always being respectful with the traffic signs and following the Traffic Law and our Terms and Conditions. You could go out the CarGreen Service area (the green map), but you have to be in the map in order to finish your booking. It is important to check the battery level before start your trip and to not leave the car with less than 15% of the battery. With our cars you could also park in the blue areas for free.
You cannot park in the private areas (parkings, patios, etc.) or in other places with fences or barriers, even though when they are open. You cannot park too inside shopping centers, supermarkets, restaurants, universities, etc. It is totally forbidden to park in sites and waste grounds. Remember to follow the Circulation Code.
How can I know how many available kilometers have the car before it will be recharged?
You will see the autonomy of the car directly on the App. When you choose a car, you can see the level of battery and the kilometers that you have available on this vehicle. Inside the vehicle you can also check the battery level and the autonomy next to the speedometer.
With how level of battery do I have to return the vehicle?
You have to return the vehicle with a minimum battery of 15%. In every case, the client must control the level of battery of each car, always paying attention to the minimum level shown in the car.
Do not worry about it, you will not have to do it. Our team is always working in order to assure that all the cars are charged and available. You only have to remember to leave the car with more than 15% of the battery.
What happens if I do not have enough battery on my telephone while I am driving?
Remember to have always enough battery in your phone before using the App. All of our cars have a USB port so you can charge your device.
I have had an accident, what can I do?
Inside the glove box, you will find all the steps that you have to follow in an easy consult guide.
Anyways, we suggest you to:
Protect the injured person, if it happens, and assure the place. These are the priorities in case of an accident. If necessary, call the emergency service (112). If possible, move the car to a secure place. If the vehicle is blocked in the middle of the Street, put on the security vest and put the emergency triangles in a visible place (both of them in the boot or trunk). Then, please contact our Customer Service: clientes@cargreen.es
It is totally forbidden to smoke inside the car. For security reasons and respect to other users of our service. If a client smokes or if our team service brings evidences that someone has smoked inside the car, we will make an extra charge of cleaning. Visit our Terms and Conditions in order to see other additional charges.
Contact
. Telephone number: 672386649 de 10:00h to 19:00h.
· Email: consults and requests: clientes@cargreen.es.
· Email: complains and close accounts: reclamaciones@cargreen.es.
· Social Media:
o Facebook https://www.facebook.com/CarGreen-100524908864105
o Twitter https://twitter.com/cargreenoficial
o Instagram https://www.instagram.com/cargreenmovilidadsostenible/
Account
How can I modify my personal data in my user account?
Access to our App CarGreen with your email and a password. In the section “personal information”, you could modify your info whenever you want.
Can my personal account be used by another user?
Each user account is personal and non-transferable, so it cannot be used by another user.
Billing
Which are the payment methods accepted?
We accept debit and credit cards: American Express, Visa or MasterCard
My card has expired or it is blocked, what can I do?
You can modify your payment information whenever you want in “Payment Methods” in the App. It is important to take into a count that if you want to eliminate a credit card, you will have to enter another payment method.
If your account has been blocked you can contact our customer service: clientes@caregeen.es
How do I know when the charge has been realized to my credit card?
The charge will be realized once you have finished your trip, we will send you the bill to your registration email. If your booking has not successfully completed the payment, you will see it in the App as a payment pending active booking
When does the renting cost starts?
The price starts counting once you click “start booking” on the App and finishes when you click “finish booking” and you complete the final questionnaire.
Registration
Which information and documents do I need in order to do the registration?
In order to do the registration, you will need your ID, your driving license and a debit or a credit card.
If you are not a European citizen, you will have to register with a Foreigner identification number (NIE), which is issued by the Ministry or using your Passport.
Driver’s license: you must have 18 years old and own a current driving license or confirm the possession of an international driving license or issued by the European Union. If you are a learner, you must have with you our own “L” signal required by the law in order to travel. (The “L” sign must be in the back of the car and must be visible).
Can I do the registration and rent a car with a provisional license?
Yes.
Which is the function of the selfie that I take during the registration?
It is for the verification of the identity of the documents, it is a security measure.
How can I start using the service?
Once you have downloaded the App and you have registered your documentation and your payment method, your account will be verified and activated. Then you will receive a confirmation email. After that, you can log in the App using your e-mail and your password and you will be ready to use CarGreen.
Booking
You can only use the vehicles that are shown in the App.
How many cars can I book at the same time?
You cannot book more than one car at the same time.
How many times do I have in order to reach the car?
You have 15 minutes in order to reach the nearest car. This time has no price. If you are not going to continue with the booking, it is important to cancel it so other people can book it.
What do I have to do if I see that the car is damaged?
Before starting the trip, you always have to check the vehicle and if you see that there is any damage, you can notify it in the App with a picture. This way our customer service team will be informed.
Insurance
Our CarGreen cars have a civil liability insurance, as it is obligatory by law.
All the cars have an MMT SEGUROS insurance, in case of accident, is covered by the civil liability insurance.
Use
What requirements are there to use the App?
The CarGreen App is available and free in both stores, Apple Store and Google Play. It is important to have a good Internet connection and to have the Bluetooth activated.
Which is the CarGreen timetable?
Our cars are available 24 hours.
Which are the steps that I have to follow in order to start my booking?
It is very simple: open the CarGreen App with the bluetooth activated, select the car that you prefer in the map of the city and click “Reserve now”. Once you are next to the car, select “Start trip” and click the white locker in order to open the car. Once you are in, you will find the key, hit the brake and turn forward the key until you can read the word “Ready” next to the speedometer.
All of our cars are automatic, we will only use our right foot in order to accelerate and stop. Remember, do not use your left foot, our cars do not have a clutch!
To start the driving, hit the brake and with the lever button pressed, move it to D in order to advance.
P is for Parking, R is for Reverse and N is for Neutral.
When does my reservation with CarGreen ends?
Make sure that the vehicle in the CarGreen area that you will see on the map and that the car is well parked. It is important to park following the traffic law .Roll the windows up. The lever must be in P position. The motor must be off and the key outside the contact. Get out of the car and make sure that the windows and the doors are closed. Click on “End trip” and click the final questionnaire in order to finish the booking.
What do I have to do if I see damages once I start the renting?
Before driving, you must verify the state of the vehicle. You must verify the defects, visible damages or level of dirt and notify it to us with your telephone.
In case of damages or dirt, the user must contact with our team in order to communicate the nature and importance of that damage or level of dirt. The user must facilitate this information in a complete and faithful way. CarGreen could forbid the use of a vehicle in case of lack of security.
You can drive your CarGreen wherever you want, always being respectful with the traffic signs and following the Traffic Law and our Terms and Conditions. You could go out the CarGreen Service area (the green map), but you have to be in the map in order to finish your booking. It is important to check the battery level before start your trip and to not leave the car with less than 15% of the battery. With our cars you could also park in the blue areas for free.
You cannot park in the private areas (parkings, patios, etc.) or in other places with fences or barriers, even though when they are open. You cannot park too inside shopping centers, supermarkets, restaurants, universities, etc. It is totally forbidden to park in sites and waste grounds. Remember to follow the Circulation Code.
How can I know how many available kilometers have the car before it will be recharged?
You will see the autonomy of the car directly on the App. When you choose a car, you can see the level of battery and the kilometers that you have available on this vehicle. Inside the vehicle you can also check the battery level and the autonomy next to the speedometer.
With how level of battery do I have to return the vehicle?
You have to return the vehicle with a minimum battery of 15%. In every case, the client must control the level of battery of each car, always paying attention to the minimum level shown in the car.
Do not worry about it, you will not have to do it. Our team is always working in order to assure that all the cars are charged and available. You only have to remember to leave the car with more than 15% of the battery.
What happens if I do not have enough battery on my telephone while I am driving?
Remember to have always enough battery in your phone before using the App. All of our cars have a USB port so you can charge your device.
I have had an accident, what can I do?
Inside the glove box, you will find all the steps that you have to follow in an easy consult guide.
Anyways, we suggest you to:
Protect the injured person, if it happens, and assure the place. These are the priorities in case of an accident. If necessary, call the emergency service (112). If possible, move the car to a secure place. If the vehicle is blocked in the middle of the Street, put on the security vest and put the emergency triangles in a visible place (both of them in the boot or trunk). Then, please contact our Customer Service: clientes@cargreen.es
It is totally forbidden to smoke inside the car. For security reasons and respect to other users of our service. If a client smokes or if our team service brings evidences that someone has smoked inside the car, we will make an extra charge of cleaning. Visit our Terms and Conditions in order to see other additional charges.
