FAQ
Car Sharing via App
Getting Started
How do I create an account?
Download the Smile Cars app, create an account with your email, and follow the registration steps in the app.
What do I need to start renting?
You need a valid driver’s license, a verified account, and a valid payment method.
How does identity verification work?
In the app you will be asked to upload your driver’s license and take a selfie to confirm your identity.
Is there a minimum age?
Yes. You must be at least 26 years old, or you must have held your driver’s license for at least 2 years (finished probation period).
Before the Rental
How do I find a car?
Open the app and check the map to see available cars near you.
Can I reserve a car?
Yes you can reserve a car for 10 minutes. If you do not unlock the car within that time, the reservation is automatically cancelled.
Should I check the car before starting the rental?
Yes. Before starting your rental, check the car for visible damage. If you notice any new damage, please report it in the app using the Report Damage feature.
Already known damages are shown in the app and do not need to be reported again.
How do I unlock the car?
You can unlock the car directly via the app. Tap “Start rental” and "Unlock"
Where can I find the car key?
After unlocking the car via the app, the physical key (if required for the vehicle) can be found in the glove compartment in a dedicated key slot. The key is required to start the vehicle. After your rental, the key must be returned to the same slot before ending the rental.
If the key is missing or lost, please contact support. A fee may apply.
During the Rental
How is the price calculated?
The price is based on your selected tariff and your actual usage.
What tariffs are available?
You can choose between pay-as-you-go, hourly, daily, or weekly tariffs directly in the app. The full tariffs table is available here
Can I stop and continue later?
Yes you can make a stopover. The rental continues, but the car is locked and only you can unlock it again. You can stop anywhere as long as the car is parked legally. Parking minutes will apply.
Can someone else drive?
No. Only the account holder is allowed to drive the car.
What if the car has a problem?
If you notice any damage or issues, please report it via the app using the “Report damage” feature.
Ending the Rental
How do I end the rental?
You can end the rental directly in the app. Tap “End rental”
Where can I end the rental?
You can end the rental only within the Business Zone.
The zone is marked in purple on the map.
What happens if I end the rental outside the Business Zone?
It is not possible to end the rental outside the Business Zone. If you park outside the zone, the rental continues and you keep paying parking minutes until you return.
What should I check before ending the rental?
Before ending your rental, please make sure that:
- the car key is returned to the key slot (if applicable)
- all windows are closed
- doors and trunk are properly closed and locked
- the vehicle is secured correctly
If damage occurs after the rental due to improperly closed doors, windows, or an unsecured vehicle, charges or compensation claims may apply.
Payments & Tariffs
Which payment methods are supported?
We support major credit and debit cards.
When is my card charged?
When the rental starts, the package price is charged immediately depending on the selected tariff.
At the end of the rental, the final amount is calculated based on your actual usage (for example additional kilometers or time). If necessary, extra costs are charged.
What happens if a payment fails?
You will receive a notification to update your payment method. If no valid payment method is added, your account may be temporarily restricted until payment is resolved.
How do tariffs work?
You can choose from different tariffs (for example hourly, daily, weekly, or monthly) directly in the app. The full tariffs table is available here.
If you exceed the selected time period, advance payment with own limits according to the selected tariff will be applied. Once you end the rental, you will receive the final invoice.
Fuel
Do I have to pay for fuel?
For rentals under 24 hours, we cover fuel costs. Keep the receipt and send it to support for reimbursement.
For rentals over 24 hours, fuel costs are paid by the user.
Which fuel type should I use?
The correct fuel type for your car is shown in the app. You can refuel at any gas station.
Insurance & Damage
Is insurance included?
Yes, insurance is included in all rentals. More information in the Terms of service.
What happens in case of an accident?
In case of an accident or serious issue, contact local emergency services first and then our support team.
Do I have to pay for damages?
If you are responsible for the damage, you may have to pay part or all of the repair costs.
What if I get a fine or ticket?
Fines and tickets must be paid by the user.
Zones & Parking
What is the Business Zone?
The Business Zone is the main operating area where you can start and end your rental. It is marked in purple on the map in the app.
Can I leave the Business Zone?
Yes, you can drive outside the Business Zone. You just need to return to the zone to end the rental.
Where can I make a stopover?
You can park the car anywhere as long as it is legal. This includes parking outside the city or in other cities.
If parking fees apply (for example street parking, parking meters, garages, or paid city zones), you must pay them yourself.
Account & Security
Why was my account blocked?
Common reasons include failed payments, suspicious activity, or violation of terms.
If you believe your account was blocked by mistake or you disagree with the decision, please contact our support team so we can review your case.
Can I create a new account after being blocked?
In cases of serious misuse, re-registration may not be possible.
How do I delete my account?
You can delete your account directly in the app.
How can I contact support?
Contact support here.
Getting Started
What is long-term rental?
Long-term rental allows you to rent a car in advance for multiple days via our website.
How does long-term rental work?
Choose a car on our website, complete the booking, and our team will contact you to arrange pickup.
Booking & Pickup
How do I book a car?
Select a car on our website and complete the checkout.
What is the security deposit?
A refundable security deposit of €200 is charged during checkout when booking through the website.
The deposit is returned after the rental once the vehicle has been checked and returned in proper condition. If damage, excessive dirt, or missing items are found, part or all of the deposit may be retained.
How do I receive the car?
Our team will contact you to arrange the pickup.
Rental Conditions
How long can I rent a car?
The minimum rental period is 2 days. Longer rentals are possible.
Where can I drive the car during a long-term rental?
During a long-term rental, you can use the car freely for your trips and are not restricted to a business zone.
There are no parking minutes or per-km charges, and you can keep the vehicle with you for the entire rental period.
The vehicle must be picked up and returned at the agreed location and time.
Public parking fees, tolls, fuel, and similar costs during the rental remain the responsibility of the customer.
What is included in the price?
Long-term rentals are charged per day. Insurance and basic maintenance are included. Public parking fees are not included and must be paid by the user.
Payments & Cancellation
Which payment methods are supported?
We support major credit and debit cards.
When is payment charged?
Payment is charged during the booking process.
Can I cancel my booking?
You can cancel free of charge up to 24 hours before pickup. If you cancel within 24 hours, the first day will be charged.
Fuel
Do I have to pay for fuel?
Fuel costs are paid by the user. The vehicle must be returned with approximately the same fuel level as at the start of the rental (or higher). If the fuel level is significantly lower, additional charges may apply.
Which fuel type should I use?
The correct fuel type for your car is shown in the app. You can refuel at any gas station.
Insurance & Damage
Is insurance included?
Yes, insurance is included in all rentals. More information in the Terms of service.
What happens in case of an accident?
In case of an accident or serious issue, contact local emergency services first and then our support team.