Frequently Asked Questions

Topics
General
Charging
Parking
Rent
Problems
Cars
Prices
ELOOP Account
Upcoming bookings
Flat
General
What is Free Floating Carsharing?

Free-floating carsharing means that you can rent cars anywhere within a city via our app without having to hand them over in person. With the app you can reserve a car, open it and lock it again. If you want to stop renting a car, you can simply park it in the business area in an authorised parking space and rent it out.

What does homezone mean?

This is the business area where you can rent the cars. Of course, you can also drive and pause outside this area – across over 30 European countries. You can see the current homezone in the app, when you click on a car.

I’ve never driven an electric car or a Tesla!

Don’t worry, it’s easy to get used to driving an electric car including the Tesla Model 3. Check out the charging FAQ and videos for all the information you need. On your first drive, take a few minutes to familiarise yourself with the Tesla’s functions and display. Here’s to a successful and safe first ride!

Who can register with ELOOP?

The following requirements must be met:

– You have a valid category B driver’s licence
– You have a credit card or debit Mastercard/VISA
– You are at least 23 years old
– You have a smartphone (iOS or Android)

How can I use ELOOP?

Simply download the ELOOP app from the App Store or Play Store. After you have successfully registered, you can start using our Teslas. You can see the available vehicles in the app. With this you can reserve the cars, open them and drive off directly.

Are foreign driving licences accepted?

ELOOP accepts almost all international driving licences as well as those issued in the EU or the EEA. If you have a driver’s licence that was not issued in the EU or EEA, support will also need a copy of your passport or ID card.

Why does the app need access to my camera and location?

The ELOOP app needs access to the camera for your registration and for photographing the cars before and after your trip. The location is required so that you can see all available vehicles in your area in the app.

 

How do I get 15 € free credit?

Go to “Get 15 €” in the ELOOP app to share your code. Your friends will receive 15 € on their first ride and you will receive 15 € after your friends have driven for the first time.

What is the ELOOP ONE Token?

The ELOOP ONE Token (EOT) is the first security token in the world that you can use to participate in the sales of a purely electric carsharing fleet. Every time a tokenised Tesla Model 3 is rented by ELOOP users, all token holders earn money from the trip revenue.

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Charging
Where can I charge the cars?

All ELOOP cars can be charged at all charging stations with a type 2 connection and at all sockets. You will find both cables for this in the trunk. Of course, the cars can also be charged at all Tesla Superchargers and Destination Chargers. The cables for these are always at the stations.

Do I have to charge the car after my trip?

No. If the car has a range of more than 20km, you can end the rental. If the Tesla has less than 20km, please start the charging process at a Wien Energie charging station within the homezone and end your journey there. Or park the charged Tesla in a regular parking space.

How long does charging take?

With AC, 2-4 hours (regular charging stations, e.g: Wien Energie charging stations)

With DC, 30-45 minutes (rapid charging stations, e.g: Tesla Supercharger)

With sockets, up to 24 hours ( e.g: Schuko plug in Austria and Germany)

How do I know when my car is fully charged?

You can always read the exact charge level and the remaining charge time on the display in the Tesla. So you can always plan your breaks well.

Charging bonus: Get 10 € credit!

For trips of eight hours or more, you can easily get €10 free credit by charging the car for at least 360km and then ending the rental in a regular parking lot.

Charging bonus: Get 5 € credit!

If the trip ends at
– at a public Wien Energie charging station within the homezone,
– the charging process is started successfully
– and the range at the start of the charging process is less than 120 km,
you will automatically be credited with 5 € credit. No matter how long the rental period was before.

What do I do if the car is completely out of charge?

Please contact support immediately.

How do I end the charging process?

Unlock the cable via the car’s touchscreen. Press the green flash, then “Stop charging” and “Unlock”.

How do I find charging stations?

The easiest way to find charging stations in Vienna is with the “Tanke Wien Energie” app or here. The app will also show you whether the charging station is occupied. You can use the charging card in the car to charge for free at all Wien Energie charging stations. You can find Tesla Superchargers and Destination Chargers here. For ELOOP Pro & Flat users, charging at Tesla Superchargers is free in 30 European countries.

Can I end the rental at a charging station?

Yes, you can end the rental at a charging station
– if the range of the car is 200 km or less,
– the charging station is within the homezone,
– the charging station is a public charging station from Wien Energie
– and you have started the charging process.
You can see whether the charging process has started by looking at the LEDs on the charging station. When these are solid blue, charging has started.

Where can I charge the cars?

All ELOOP cars can be charged at all charging stations with a type 2 connection and at all sockets. You will find both cables for this in the trunk. Of course, the cars can also be charged at all Tesla Superchargers and Destination Chargers. The cables for these are always at the stations.

Do I pay for charging?

You can charge the cars for free at all Wien Energie stations in Vienna and the surrounding area. For ELOOP Pro & Flat users, charging at Tesla Superchargers is also free in 30 European countries. Any charging costs that are not covered will be passed on, including a service fee of 5 €. Of course, you can also use your own charge card.

Which charging cables are in the car and where can I find them?

In the trunk you will find two type 2 charging cables for charging stations and sockets.

How does charging at Wien Energie charging stations work?

You can use all 1,900 Wien Energie charging stations in Vienna and the surrounding area free of charge. Plug one end into the charging station and the other into the left rear of the car. The charging card is located in the centre console. Hold it against the RFID reader at the station. When the lights on the station turn solid blue, charging has begun. When the battery is fully charged and you are in an active trip, please unplug the car from the charging station immediately and drive on or park it in a regular parking space. You can end the charging process on the Tesla display by clicking on the green lightning bolt, pressing “Stop charging” and then “Unlock”. For other charging stations, we charge the amount including the service fee.

Where can I park the cars?

You can park the cars in all public parking areas in Vienna. This includes short term parking zones, even for more than 2 hours. During your trip you can park the car at charging stations, as long as the car is charging. When charging is finished, you have 15 minutes to move the car away from the charging station. Please make sure that you are not parked in a neighbouring car park or a car park with a peak stop ban.

How does charging at Tesla Superchargers work?

Plug the Supercharger station’s charging cable into the Tesla. The charging process will then begin immediately. You can end the charging process on the Tesla display by clicking on the green lightning bolt, pressing “Stop charging” and then “Unlock”. ELOOP Pro and Flat users can use all Tesla Superchargers in 30 European countries free of charge. For ELOOP Basic, we charge the amount including the service fee.

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Parking
How do I make a stopover?

If you want to park and lock the car, click on “Pause trip” in the app.

 

Does my cell phone need an active internet and Bluetooth connection?

An internet connection is mandatory to start and end the rental. For stopovers, you can lock and unlock the car with your mobile phone via Bluetooth, even without internet.

Can I end the rental at the airport?

No, our homezone does not currently include airports.

 

Can I park at all WienMobil stations in Vienna?

No, you can only park in the parking spaces reserved for ELOOP at the WienMobil station in Seestadt (Maria-Tusch-Straße).

Where can I end the rental in Seestadt?

You can end your rental within the homezone on public parking lots. In addition, you can use the parking spaces marked for ELOOP at the WienMobil station.

How do I make a stopover?

If you want to park and lock the car, click on “Pause trip” in the app.

How do I end a rental?

Simply park the car in the homezone and use the app to end your rental. Before ending the rental, make sure that you are not parked in a private or commercial car park (supermarket, government agency, etc.), a neighbouring car park or a car park with a ban on stopping at peak times.

Where can I park the cars?

You can park the cars in all public parking areas in Vienna. This includes short term parking zones, even for more than 2 hours. During your trip you can park the car at charging stations, as long as the car is charging. When charging is finished, you have 15 minutes to move the car away from the charging station. Please make sure that you are not parked in a neighbouring car park or a car park with a peak stop ban.

Where can I end the rental?

You can end the rental at all public parking areas within the homezone. You can also end the rental at Wien Energie charging stations if they are located in the homezone, the range is a maximum of 200 km and you have successfully started the charging process. Before ending the rental, make sure that you are not in a private or commercial car park (supermarkets, public authorities, etc.), a neighbouring car park or a car park with a peak stop ban.

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Rent
How do I end the charging process?

Unlock the cable via the car’s touchscreen. Press the green flash, then “Stop charging” and “Unlock”.

Does my cell phone need an active internet and Bluetooth connection?

An internet connection is mandatory to start and end the rental. For stopovers, you can lock and unlock the car with your mobile phone via Bluetooth, even without internet.

Do the cars have a motorway vignette?

All ELOOP cars have a motorway vignette for Austria.

Are the cars insured?

Yes. All ELOOP cars have fully comprehensive insurance.

How much range do the cars have?

That depends on the model, the outside temperature, the air conditioning or heating and your driving style. In general, the Tesla Model 3 has a range of between 420 and 491km.

Can I drive abroad?

You can drive to over 30 European countries without additional fees. The cars only have to be back in the homezone to end the rental. Please inform yourself about the charging options and about the road user fee.

Do I have to decide how long I want to rent a car when booking?

No, with ELOOP you are more flexible than anywhere else from the beginning to the end of your rental. You don’t have to commit to a specific rental period in advance or book an hourly or daily package. Just get in and ride as long as you want. Our intelligent tariffs ensure that you always automatically drive at the best price. You can find all prices and memberships here.

How do I make a stopover?

If you want to park and lock the car, click on “Pause trip” in the app.

How long can I reserve cars for?

You can reserve the cars up to 45 minutes in advance for free. To do this, select your desired car in the app and click on “Book vehicle”. Now the car is reserved to you for the next 15 minutes. You can carry out this reservation process a maximum of three times in a row. After the third time, your account will be blocked for half an hour.

How do I end a rental?

Simply park the car in the homezone and use the app to end your rental. Before ending the rental, make sure that you are not parked in a private or commercial car park (supermarket, government agency, etc.), a neighbouring car park or a car park with a ban on stopping at peak times.

Can I also take animals with me?

Yes, but only if you bring a suitable transport box with you and the animal is in it during the journey. This is important so that allergy sufferers can use the cars without any worries.

How do I book hourly or daily packages?

With ELOOP you never have to commit to a rental period and it isn’t necessary to book packages. You start your trip at the minute rate and automatically switch to the hourly rate as soon as it is cheaper. Likewise the automatic change from the hourly to the daily rate. You can find all prices and memberships here.

How long can I rent an ELOOP car?

With ELOOP you can drive from a few minutes to 30 days. Our intelligent tariffs ensure that you always automatically drive at the best price. If you are interested in renting for more than a month, you can contact support.

How many kilometres are included?

Every rental (up to 24 hours) always includes 150km. With ELOOP Pro and Flat it is 170km. The longer you drive, the more kilometres are directly included in the price. Additional kilometres are billed based on your membership.

Do I have to take photos of damage at the start of the rental?

No, unless there is new damage to the car that has not yet been reported in the app. You can see all damages that have already been reported in the app. The damage that you document and report directly in the app is for your own protection. If you have any problems with the app, please send any damage to the support team at [email protected]

Why do I have to take photos after my rental?

These photos are for your own protection. Please photograph the parked car from four different perspectives.

What does mobility guarantee mean?

If your ELOOP is no longer drivable, we guarantee you another means of transport free of charge. No matter where you are – in over 30 European countries. ( In case of negligence, you will be charged for the service).

Where can I end the rental?

You can end the rental at all public parking areas within the homezone. You can also end the rental at Wien Energie charging stations if they are located in the homezone, the range is a maximum of 200 km and you have successfully started the charging process. Before ending the rental, make sure that you are not in a private or commercial car park (supermarkets, public authorities, etc.), a neighbouring car park or a car park with a peak stop ban.

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Problems
How do I start the car?

There is no key. With the Tesla Model 3 you simply step on the brake pedal, push the gear selector up or down for reverse or drive and go.

The car is asking for a key card?

With ELOOP you don’t need a key card. You can fix the problem by getting out of the car, pausing the rental, waiting briefly and then continuing the rental. The message doesn’t appear if you lock the car via the app when leaving and don’t leave it unlocked for a long time.

I can’t find the key!

With ELOOP there are no keys – you only need the app to operate the car. The car is on as soon as you get in. The Tesla can be started and parked using the gear selector. You can easily make a stopover via the app using “Pause trip”.

The charging cable cannot be removed from the car or the charging station!

With the Tesla Model 3, you unlock the cable using the touchscreen in the car. Press the green flash, then click on “Stop charging” and “Unlock”.

The Tesla display won’t switch on!

To restart the display, press both buttons on the steering wheel simultaneously for several seconds. If it still doesn’t work, please contact support.

Why was my account blocked – I’ve driven before?
  • Is your means of payment valid? Your account will be blocked if the last trip could not be debited. You can request payment of your outstanding invoice again in the app under “Account” and “Invoices”.
  • Is your means of payment expired? If your means of payment has expired, please update it under “Account” in the app.
  • Is your driving licence still valid? If your driving licence has expired, please send your new one to the support team.
  • Are you younger than 23? Unfortunately, the service can only be used from the age of 23.
Why has my account been blocked – I have never driven before?
  • Is your means of payment valid? Your account will be blocked if the test booking could not be debited. You can request payment of your outstanding invoice again in the app under “Account” and “Invoices”.
  • Where was your driver’s licence issued? For driving licences that were not issued in the EU, a copy of your passport or identity card is also required. Please send the document to support.
  • Are you younger than 23? Unfortunately, the service can only be used from the age of 23 onwards.
I was charged something even though I didn’t drive!

Please check in the app under “Account” and “Invoices” whether it is a penalty or something else. If you can’t match the amount or have questions about it, please contact support.

I’ve received a dunning – what do I have to do?

Please send your request to [email protected].

The rental period can’t be terminated!

If it doesn’t work on the first try, please check the following things first:
– Make sure that all doors, the trunk or tailgate and the windows are closed.
– Make sure that the charge card is in the card holder.
– Make sure you are in the homezone. You can see your current location in the app.
Now try and end the rental again. If it still doesn’t work, please contact support.

What do I do if I notice damage to the car?

You can report all damage directly before the start of the rental via the app. To do this, click on “Report new damage“. If you only notice damage afterwards, please report it to [email protected].

What do I do in the event of an accident?

Please make sure that nobody was injured and secure the scene of the accident. In any case, call the police. This also applies to minor damage. It is your duty to note the name of the other car owner(s) involved, the licence plate and the police file number and to immediately send the support team a written accident report. Please contact support and report any damage to [email protected] Call our emergency number, which will connect you to our roadside assistance service. This way, you always have a mobility guarantee in over 30 European countries.

What do I do if my car breaks down?

Please secure the car and the danger zone properly! Contact our emergency number immediately. Our support team will connect you with our roadside assistance service. This way, you always have a mobility guarantee in over 30 European countries.

What do I do if I drive an ELOOP completely empty?

Please contact our emergency number immediately. Our support team will connect you with our roadside assistance service. This way you always have a mobility guarantee in over 30 European countries.

The car is dirty inside!

Please excuse this inconvenience. Send support a short message including photos and the licence plate.

What does mobility guarantee mean?

If your ELOOP is no longer drivable, we guarantee you another means of transport free of charge. No matter where you are – in over 30 European countries. ( In case of negligence, you will be charged for the service).

What does roadside assistance mean?

No matter where you are driving with ELOOP, you will always get help in an emergency – in over 30 European countries. All users enjoy our mobility guarantee on every trip.

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Cars
Which cars does ELOOP have?

The ELOOP fleet consists of Teslas. The models are Tesla Model 3 2019-2022 SR+.

What does “Tesla Model 3 EOT” mean?

The models named Tesla Model 3 EOT in the app stand for the tokenised fleet and the ELOOP ONE Token. These cars generate passive income for everyone who owns EOT through the daily car sharing trips. You can find out more here.

Do the cars have a motorway vignette?

All ELOOP cars have a motorway vignette for Austria.

Are the cars insured?

Yes. All ELOOP cars have fully comprehensive insurance.

Where can I find the breakdown triangle & safety kit?

Both are stored in the trunk.

Where can I find the safety vest, the registration certificate and the accident report?

You can find these three things in the centre console by the charge card.

How much range do the cars have?

That depends on the model, the outside temperature, the air conditioning or heating and your driving style. In general, the Tesla Model 3 has a range of between 420 and 491km.

Can I charge my cell phone in the car?

Yes, you can charge your cell phone using the inductive smartphone charging pad.

Which charging cables are in the car and where can I find them?

In the trunk you will find two type 2 charging cables for charging stations and sockets.

Are there child seats in the cars?

No, please bring your own child seats. A suitable child restraint system protects the child from injuries, even in minor accidents.

How do I start the car?

There is no key. With the Tesla Model 3 you simply step on the brake pedal, push the gear selector up or down for reverse or drive and go.

The car is asking for a key card?

With ELOOP you don’t need a key card. You can fix the problem by getting out of the car, pausing the rental, waiting briefly and then continuing the rental. The message doesn’t appear if you lock the car via the app when leaving and don’t leave it unlocked for a long time.

I can’t find the key!

With ELOOP there are no keys – you only need the app to operate the car. The car is on as soon as you get in. The Tesla can be started and parked using the gear selector. You can easily make a stopover via the app using “Pause trip”.

The charging cable cannot be removed from the car or the charging station!

With the Tesla Model 3, you unlock the cable using the touchscreen in the car. Press the green flash, then click on “Stop charging” and “Unlock”.

The Tesla display won’t switch on!

To restart the display, press both buttons on the steering wheel simultaneously for several seconds. If it still doesn’t work, please contact support.

Do I have to take photos of damage at the start of the rental?

No, unless there is new damage to the car that has not yet been reported in the app. You can see all damages that have already been reported in the app. The damage that you document and report directly in the app is for your own protection. If you have any problems with the app, please send any damage to the support team at [email protected]

Why are some cars marked with a % sign in the app? 

With our Tesla Model 3 Deal, you can now drive for even less. To make these great prices possible, Deal cars have advertisements from partner brands on the outside.

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Prices
Do I have to decide how long I want to rent a car when booking?

No, with ELOOP you are more flexible than anywhere else from the beginning to the end of your rental. You don’t have to commit to a specific rental period in advance or book an hourly or daily package. Just get in and ride as long as you want. Our intelligent tariffs ensure that you always automatically drive at the best price. You can find all prices and memberships here.

How do I book hourly or daily packages?

With ELOOP you never have to commit to a rental period and it isn’t necessary to book packages. You start your trip at the minute rate and automatically switch to the hourly rate as soon as it is cheaper. Likewise the automatic change from the hourly to the daily rate. You can find all prices and memberships here.

How many kilometres are included?

Every rental (up to 24 hours) always includes 150km. With ELOOP Pro and Flat it is 170km. The longer you drive, the more kilometres are directly included in the price. Additional kilometres are billed based on your membership.

How can I buy credits at a reduced price?

You can buy credit directly via our app. Simply click on “Account” and then select the preferred package directly under “Shop”. We always add an extra amount to every purchase! You pay via your stored payment method and receive an email including invoice upon successful purchase. Purchased credit has no expiry date.

What are the differences between ELOOP Basic, Pro and Flat?

All memberships and the respective advantages and conditions can be found here.
– ELOOP Basic is our free membership.
– With ELOOP Pro you benefit from lower prices, free use of Tesla Superchargers, more kilometres included and fewer deductibles. ELOOP Pro costs 179 € per year.
– ELOOP Flat is the membership for anyone who needs a car more regularly. Included are 30 hours and four day tickets per month. You can flexibly and individually decide how to use the available quota every month. ELOOP Flat costs 350 € per month.

What are the advantages of ELOOP Pro?

ELOOP Pro is just right for everyone who drives more often or further. For an annual membership fee of €179 you can charge for free at all Tesla Superchargers in 30 European countries, save 10% on all rates, get more free kilometres, discounted extra kilometres and have fewer deductibles. Even if you only make a few journeys and/or charge at Superchargers, ELOOP Pro is the best option for you. In addition, you also get another 10% off the displayed fare for deal cars (with the %). Pro is automatically renewed. To cancel your Pro membership before the next billing cycle, you can send an email ([email protected]) at any time.

What are the advantages of ELOOP Flat?

ELOOP Flat pays off if you need a car several times a week. For a fixed monthly price of 350 € you have a contingent of 30 hour and one 4 day tickets. In addition, all the benefits of a Pro membership are included in the subscription. Flat pays off after four day trips a month or about 14 one-hour trips a month.

How much does it cost to rent an ELOOP car?

ELOOP’s intelligent tariffs ensure that you always automatically drive at the best price. You start your trip at the minute rate and automatically switch to the hourly rate as soon as it is cheaper. Likewise the automatic change from the hourly to the daily rate. Click here for our prices and memberships.

Why are some cars marked with a % sign in the app? 

With our Tesla Model 3 Deal, you can now drive for even less. To make these great prices possible, Deal cars have advertisements from partner brands on the outside.

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ELOOP Account
I’m not 25 yet!

We offer early activation to all 23 and 24 year olds. In order to activate your account, a one-off activation fee of €99 must be paid. You can authorise the payment directly in the ELOOP app. After that you can use the service under the same conditions as ELOOP Basic. Unfortunately, for insurance reasons, we can’t offer our service to users under the age of 23.

Why was my account blocked – I’ve driven before?
  • Is your means of payment valid? Your account will be blocked if the last trip could not be debited. You can request payment of your outstanding invoice again in the app under “Account” and “Invoices”.
  • Is your means of payment expired? If your means of payment has expired, please update it under “Account” in the app.
  • Is your driving licence still valid? If your driving licence has expired, please send your new one to the support team.
  • Are you younger than 23? Unfortunately, the service can only be used from the age of 23.
Why has my account been blocked – I have never driven before?
  • Is your means of payment valid? Your account will be blocked if the test booking could not be debited. You can request payment of your outstanding invoice again in the app under “Account” and “Invoices”.
  • Where was your driver’s licence issued? For driving licences that were not issued in the EU, a copy of your passport or identity card is also required. Please send the document to support.
  • Are you younger than 23? Unfortunately, the service can only be used from the age of 23 onwards.
What means of payment are accepted?

We accept credit cards and debit Mastercard/VISA.

What is credit?

You receive credit for example by “inviting friends”, voucher codes, promotions or our loading bonus. The credit amount always corresponds directly to the euro amount. You can also buy credit at a reduced price in the app at any time. To do so, simply go to “Account” in the app and then to “Shop”. Please note that this is used for our minute, hourly and daily fares. Credit is not used for Unlock, additional kilometres, charges, penalties, excess in the event of damage, etc. 

Where can I find my credit?

When you click on “Credits” in the app, your current credit balance is displayed. The credit that expires first is always used automatically.

How can I buy credits at a reduced price?

You can buy credit directly via our app. Simply click on “Account” and then select the preferred package directly under “Shop”. We always add an extra amount to every purchase! You pay via your stored payment method and receive an email including invoice upon successful purchase. Purchased credit has no expiry date.

How can I update my payment method?

Click on “Account” in the app. There you can update your payment method.

How can I update my driving licence?

If you have a new driving licence, please send a photo of the front and back to [email protected]

How can I change my personal information?

Please write your changes to [email protected]

Where can I find my invoices?

Click on “Account” in the app and then on “Invoices”. You can see your bills there. If you login here you can download your invoices as a PDF.

I was charged something even though I didn’t drive!

Please check in the app under “Account” and “Invoices” whether it is a penalty or something else. If you can’t match the amount or have questions about it, please contact support.

What happens when I turn 25?

Your account was already activated: You can upgrade to ELOOP Pro and Flat. 
You are new: You can now use the service without an activation fee. 

I’ve received a dunning – what do I have to do?

Please send your request to [email protected].

Are foreign driving licences accepted?

ELOOP accepts almost all international driving licences as well as those issued in the EU or the EEA. If you have a driver’s licence that was not issued in the EU or EEA, support will also need a copy of your passport or ID card. Please send this document to the support team.

Why can’t people under 23 use the service?

For insurance reasons, the service cannot be offered to users under the age of 23. On your 23rd birthday you have the opportunity to activate the service.

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Upcoming bookings
What does “Later” mean in the app?

With the new app function “Later/ Upcoming”, you can conveniently reserve a Tesla Model 3 for a specific date and time free of charge and return it on the date specified in advance. The vehicles will be waiting for you at a fixed pick-up location. Pre-booking is only available for long-term rentals of 1 day (24h) or more. To plan a trip in advance – set the switch in the app to “Later”. Now you can book a vehicle in advance. You will find your upcoming bookings in the app under “Upcoming”.

“Upcoming bookings: Where is the pick-up and drop-off location?

The pick-up and drop-off location is at Laxenburger Straße 2, 1100 Vienna (Park+Ride LAX2). This is a freely accessible parking area. 

“Upcoming bookings”: Where may the rental be terminated?

The rental may only be terminated at the return location at Laxenburger Straße 2, 1100 Vienna (Park+Ride LAX2).

“Upcoming bookings”: Where may the trip be paused?

You can pause your trip or make a stopover in over 30 European countries. Please note that you are responsible for purchasing parking tickets, etc. 

“Upcoming bookings: Can I plan several trips in advance?

Yes, you can plan several trips in advance.

Can “Upcoming bookings” and “Free Floating Carsharing” be used in parallel?

Even if you have already planned one or more trips, you can start trips immediately via the app as usual.

“Upcoming bookings”: Is parking in Vienna with these vehicles free of charge?

No. For upcoming bookings, you are responsible for purchasing parking tickets, etc. during your stopover. 

“Upcoming bookings”: When will my pre-booked vehicle be ready for pick-up?

Your car will be available at the pick-up location approximately 30 minutes before the booked time. We will notify you by email as soon as your car is ready.v

“Upcoming bookings: Do I have to return the car fully charged?

For upcoming bookings, the car may be returned with any mileage. However, it’s recommended that you return the car with the same range as when you picked it up. If the range is less than before departure, we charge 25.00 € for the charging service.

“Upcoming bookings”: How does the billing work?

The calculated trip costs are debited from the deposited means of payment for planned bookings before the start of the trip. Any trip credit will be taken into account.

“Upcoming bookings”: I’ ll return the vehicle earlier, what happens?

You can return the vehicle to the return location earlier at any time. The price charged in advance will stay the same.

“Upcoming bookings”: My vehicle is dirty / damaged when I pick it up, what can I do?

If you find your car dirty or damaged during scheduled bookings, please take photos immediately and send them to [email protected] If the car is dirty and you still want to make the journey, we will credit your account with 25.00 € credit. If the car is too badly damaged, you can switch to a Free Floating Carsharing vehicle without any cancellation fees. To do this, simply cancel the trip in the ELOOP app and reserve a new car in the area. We will also credit your account with 25.00 € for this effort. If you want to switch to a free floating car sharing vehicle, please inform the support team at [email protected]

“Upcoming bookings”: I can’t stick to my return date, what happens?

If the return date cannot be met, the additional trip duration will be charged at ELOOP Basic conditions. In addition, we charge an expense compensation after 30 minutes of delay (price list staff hour).

“Upcoming bookings”: How can I cancel my pre-planned trip?

You can easily cancel your upcoming trips via the app. To do so, open the ELOOP app → Upcoming → Select the planned trip → Cancel trip. The costs of a cancellation depend on how soon the cancellation is made.

  • Cancellation is 14 days (or earlier) before the trip start date:
    10 % of the calculated rental costs incl. a service fee of 20,00 € will be charged.
  • Cancellation 14 days (or less) prior to the trip start date: 7 days (or less) prior to the trip start date:
    20 % of the calculated rental costs incl. a service fee of 20,00 € will be charged.
  • Cancellation 7 days up to 72 hours before the trip start:
    50 % of the calculated rental costs incl. a service fee of 20,00 € will be charged.
  • Cancellation 72 hours to 24 hours before the trip start:
    70 % of the calculated rental costs incl. a service fee of 20,00 € will be charged.
  • Cancellation less than 24 hours before the start of the trip:
    The entire rental costs incl. a service fee of 20,00 € will be charged.

Cancellation costs are limited to a maximum of 600,00 €.

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Flat
Who can use ELOOP Flat?

You must have an activated ELOOP account and be at least 25 years old.

What does ELOOP Flat cost?

ELOOP Flat costs 350 € incl. VAT per month. The amount is deducted monthly from the payment method deposited. The Unlock is charged for each trip.

Flat: How can the contingent be used?

The monthly fixed price includes a quota of 30 hour tickets and 4 day tickets. Here are some examples of how the tickets can be used:

  • 15 minutes – 1 hour ticket is used
  • 60 minutes – 1 hour ticket is used
  • 78 minutes – 2 hour tickets will be used
  • 3 hours – 3 hour tickets will be used
  • 3 hours 5 minutes – 1 day ticket will be used
  • 25 hours – 1 day and 1 hour ticket will be used
  • 48 hours – 2 day tickets will be used
Flat: What happens when I have used up my allotment for the month?

Anything over your included quota will be charged at ELOOP Pro conditions.

Flat: Can I change the driver during a journey?

Yes, for this it is necessary that the persons live in the same household (this must be proven with a registration confirmation of the main residence) and both have an activated ELOOP account.

How can I upgrade from ELOOP Pro to ELOOP Flat?

ELOOP Pro users have the possibility to upgrade their membership to ELOOP Flat. To do this, the unused portion of the annual ELOOP Pro membership fee is offset against the costs of ELOOP Flat. The offsetting takes place with the second debit of ELOOP Flat.

Flat: Term, cancellation and right of withdrawal

The ELOOP Flat membership is an unlimited contract with 6 months commitment. Cancellation is possible in writing at any time. In the event of premature termination, the contract will be terminated after expiry of the commitment period. ELOOP Flat users can exercise their right of withdrawal within 14 days of completing the form. This must be done in writing. The right of withdrawal expires as soon as the first trip has been made.

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Support
[email protected]
Emergencies
+43720778234