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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When do you pay the deposit?

When you pay Greenwheels charges with a credit card, only a reservation of the deposit will be withheld from your credit card. This means that the spending limit of your credit card will be temporarily reduced. If you choose to pay by automatic bank transfer (IBAN) during your registration, you will pay the deposit of € 225 immediately. You pay the deposit during your registration.

How does refueling work?

When the tank is less than a quarter full, it is time to refuel. If you don't do this, you risk a fine. To refuel you need the PIN code of the fuel card and the mileage of the car. You must enter it at the checkout. You can also find these in the app.

1. Before refueling, always record the number of kilometers on the odometer. You must enter this number at the checkout.
2. When you have switched off the engine, remove the debit card from the on-board computer.
3. The PIN code will then appear on the display.
4. Open the fuel cap with the ignition key. You will find refueling instructions on the back of the fuel cap.
5. After paying for the fuel card, put it back in the on-board computer.

You can read more about refuelling here

There's been some damage. What should I do?

We're sorry this has happened to you and we hope you're OK! Please call our customer services any time you have suffered or caused damage during your trip. There are a number of other things you must do:

 

You have caused damage to your car and no other road users were involved:

You hit a pole or a tree, for example.

o Take one or more pictures of the situation and the car. Make sure the registration number is visible, where possible.

o Report the damage using the app or by calling customer services.

o Is the damage burglary or theft-related? Then please report it to the police at www.politie.nl/en

o Are you unable to continue driving? Then please talk this through with customer services.

 

You have caused or suffered damage involving a third party (another road user):

o Take some pictures of the situation, the car, and the other party's car. Make sure the registration number is visible in your picture too. We need these pictures for the claim file.

o Complete the European Accident Statement along with the other party. You will find the claim form in the car. If you can't find the form, you can complete this online claim form (NL, can be edited online). Here you can find an English claim form (which can be printed to edit)

o Make sure to include the pictures when sending in the European Accident Statement. Please send the form to:

 

Greenwheels
Afdeling Schade
Antwoordnummer 60103
3060 VB Rotterdam

Alternatively, you can send it by e-mail to schade@greenwheels.nl. Make sure to include the date, the vehicle registration number, and/or the claim number shown in the app when using the app to report it.

 

o Always report the damage using the app or by calling customer services. You can then send the photos, the claim form, and details of the damage by e-mail to schade@greenwheels.nl.

 

Greenwheels will contact you to discuss the next steps in the process. Depending on the situation, this may take several days or up to a few weeks. If you have any questions or if anything is unclear, you can contact us by e-mail or telephone about the damage in question.

I am asked to check if there is any damage, why?

Before your car trip, we ask you to check the car for damage. If a damage is not yet known in the damage in the app, you indicate this overview to your trip in the app or with the customer service. If damage to the body of the car, for example a dent or a scratch, is smaller than a bank card, you do not have to report this. Because Greenwheels can check what time the car was started and what time the call was made, we know for sure that the damage was not caused by you. If you do not do this and the damage cannot be traced back afterwards, you may be fined or your deductible may be charged for damage. It would be annoying if this happens when it is not your fault. So report it as indicated in the app.

What should I do in case of emergency / a breakdown?

Emergency or damage? Call 088 2100 100.

If necessary, please call 112 for an ambulance, the police or the fire brigade too.

Find a safe spot for the car and yourself. On the motorway, for example, you must always stay behind the crash barrier. Call Greenwheels for breakdown assistance. You can reach us 24/7 via 088 2100 100. Our emergency services will start working on a solution right away.

What's the deposit with Greenwheels?

When you sign up with Greenwheels, we'll ask you for a deposit of €225. If you choose your credit card as a payment method, we'll reserve this amount on your card. For iDeal, the amount will be debited as a one-off. If you unsubscribe, you'll get this back, as long as you've kept up all your payments.

You can read more about the deposit here.

How do I open the car with the app?

You can open a car via the app. When your reservation starts, open the app. You click on your upcoming reservation on the main screen. Click on 'Start your ride' and swipe up to open the car. If you want to close the car, click on 'end your trip' and then swipe down. If you open the car with the app, you do not have to enter a pin code on the on-board computer. If you open the car with a card, you still have to enter your pin code. Every Greenwheels customer can make use of this. The speed at which the car opens has to do with your internet connection. Sometimes it can take a few seconds after clicking the 'open car' button and the car actually opening. Note: make sure you always have your Greenwheels public transport chip card with you in case the car does not open with the app.

How do I open the car with a card?

Open the Greenwheels car by holding your pass against the card reader behind the windshield. The automatic door locking then unlocks the doors, so you can get in. After your ride, put the ignition key back in the on-board computer in the glove compartment, get out of the car and lock the car by holding your card against the card reader behind the windscreen again.

Why can't I view my invoices in My Profile?

If you are the main driver of the subscription, you can view your invoices in your profile under 'Invoices' (via the app under 'Settings'). If you don't see this, chances are you are a driver of a subscription and not the main driver. Therefore, ask the main driver if you want to view an invoice.

What are the rates for the use of Greenwheels via my NS Business Card?

The rates are:

- Hourly rate: € 8.40 per hour

- Mileage rate: Maximum of € 92 per day for 80 kilometers free
Above 80 kilometers you pay € 0.30 per kilometer.
(incl. gasoline)

- There are no fixed subscription costs

What should I do if I have lost my card / OV chip card?

1. Log in to My Profile.
2. Go to "Map".
3. Click on "Block / replace card" and follow the steps.
4. Add your new card.

Do not forget to report your card as lost at the OV chip card Customer Service and to request a new one. They can be reached on the telephone number: 0900-0980 (10 cents p/m). You can then activate your new OV chip card for Greenwheels via My Profile.

In case of loss of a Greenwheels card, we charge € 25.00 in administration costs.

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

No, not necessarily. The prices in the app and website when you make a reservation are an indication of what a ride will cost you. The indication is based on the number of hours you book the car and an estimated number of kilometers that are usually driven. After your ride, the final costs will be calculated based on the actual number of kilometers driven. If you have used the car longer than booked this will also be charged. This amount is stated on the invoice.

You can make the estimate more concrete by clicking on the calculator when looking for your car and entering your expected kilometers. Keep in mind that this may still differ slightly from what is ultimately on the invoice.

What should I do if I forgot my login credentials?

If you are no longer in possession of this information, click on this link. An email will be sent to you with your username and password. You can log in via My Profile with the data sent. You can then change these login details yourself in a combination of your choice.

How are fuel costs per kilometer determined?

We use the current fuel prices as a basis for this. With the current subscriptions (Sometimes, Regular, Often) the petrol prices are included in the kilometer price. For other subscriptions, the fuel is paid in advance by Greenwheels and subsequently charged per kilometer driven. That is based on a fuel allowance per kilometer and per car type, which is adjusted quarterly based on the fuel prices at that time.

Greenwheels has the option to adjust prices at the beginning of January / April / July / October.

How can I replace my Greenwheels card or OV chip card?

If you want to replace your Greenwheels card or public transport chip card because you have lost it or the card has expired, you must change this in My Profile. You first block your current card and then you add your new card.

Follow the following steps:
1. Log in to My Profile.
2. Click on 'Map' (on the right menu).
3. You will see your current map displayed. Here you click on: 'Block / replace card'.
4. Then choose 'Block the card permanently. I have lost this card and want to request a replacement card '.
5. Confirm your choice: 'Block card'.
6. Indicate why you want a replacement card.
7. Now add your new OV chip card and enter your self-made pin code. Make sure you remember the PIN correctly.

How do I change my address?

Log in to My Profile. Go to 'My details' and change your address at the bottom of the page. Then click on 'Save'.

What's the deposit with Greenwheels?

When you sign up with Greenwheels, we'll ask you for a deposit of €225. If you choose your credit card as a payment method, we'll reserve this amount on your card. For iDeal, the amount will be debited as a one-off. If you unsubscribe, you'll get this back, as long as you've kept up all your payments.

You can read more about the deposit here.

How do I request my PIN code?

Log in to My Profile. Go to ‘Card’ and click on ‘Request PIN code’. You can also request the PIN code using the app. This option can be found on the login screen by the text ‘I forgot my PIN code’.

You'll then receive the PIN code at your e-mail address

For users with a mobility card, such as NS Business Card or the Shuttel card

Please contact our customer services (088-2100100).

How do I change my IBAN / Credit card details?

Log in to My Profile from a computer. Go to 'Payment method' via 'Invoices' in the menu, where you can adjust your payment method.

How do I change my excess?

In the event of damage during your ride, the deductible per claim is € 350 * as the standard. You have the option to lower your deductible to € 75 for € 4 per reservation. 

Log in to My Profile. Go to 'Excess' and select your excess package. By clicking you immediately confirm your choice. By buying off the excess you have a lower standard excess.

Please note: if you stop the excess package and switch it on again later, the excess package that is offered at that time applies.

* For older contracts, an excess of € 225 applies.

How do I add a voucher?

Log in to My Profile. Click on "Add Voucher". Enter your voucher code and press "Add Voucher". It will indicate whether the addition was successful.

How do I change my subscription?

You can easily switch to a different subscription in your profile through the website or the app:

  1. Log in to My Profile or go to ‘My subscription’ in the app.
  2. Go to ‘my profile’ on the website dashboard or to ‘my settings’ in the app
  3. In both cases, choose ‘My subscription’ in the menu.
  4. Your subscription will appear. You can choose ‘change subscription’ via the green circle and save your choice with ‘save’.
Do I pay a starting rate per reservation?

There is no starting rate for the current subscriptions: Sometimes, Regularly, Often.

For the subscriptions: 1- or 2-year private subscription, Greenwheels 0 Zero, and Business Basic, a starting rate of € 2.95 per reservation applies. The starting rate can be found on the invoice under the heading 'reservation costs'.

When will I receive my deposit back?

When you unsubscribe from Greenwheels, you will receive the deposit back 8 weeks after the end date of your subscription. The condition is that you have made all your payments, if not, we will transfer the outstanding amounts to the deposit. If your credit card had your payment method, the reservation on your credit card is automatically canceled and at iDeal we will refund the amount to your corresponding account.

We adhere to a period of 8 weeks because traffic fines can still be received within this period.

You can read more about the deposit here.

Can I request a Greenwheels car in my neighborhood?

We continuously expand our network of cars, so that we are as closeby as possible to our customers. Based on the address details of applications we receive, we regularly check in which districts new Greenwheels need to be placed. If a parking space meets the condition of application, we submit an application for a parking permit to the municipality, which is usually a long process. As soon as we have received approval from the municipality, we will place the car and notify everyone by e-mail who has provided their address details. You can apply for a Greenwheels via the contact form.

What is the difference between carsharing 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's a Greenwheels card?

As well as locking and unlocking the car with the app, you can also use a linked OV chipcard or a Greenwheels card. If you choose the Greenwheels card, there's a one-off fee of €25. This makes the card your property and you don't have to return it to us if you unsubscribe later. You can link your OV chipcard for free.

What insurance are you covered by with Greenwheels?

Every car is insured, including Personal Accident Insurance ('Ongevallen-inzittendenverzekering').

 

This means that harm is covered for both the driver/passengers and third parties. Any possessions you take with you in the car are not covered by this insurance. Greenwheels can't be held liable for theft of or damage to these possessions either.

 

There's a fixed excess for damage to the Greenwheels car, which you can reduce for each journey.  In the event of damage during your ride, the deductible per claim is € 350 as standard. You have the option to lower your deductible to € 75 for € 4 per reservation. You can do this in your account. For older contracts, an excess of € 225 applies.

What is the complaint procedure at Greenwheels?

1. Go to the contact form
2. Enter your personal details
3. Select at 'Subject', 'Complaints'
4. Provide a clear description of your complaint under 'Comment/question'. Try to give as complete a description as possible here.
5. Your complaint will be handled by our customer service. We will respond to your message by e-mail within approximately 3 working days.

You can also submit your complaint to us in writing. The reaction time may then take a little longer. Send your letter to:

Greenwheels
Box 23191
3001 KD Rotterdam

How can I use Greenwheels as an NS Business Card holder?

Go to Mijn NS Zakelijk.

Log in to your personal page and click on ‘Book Greenwheels’ in the left-hand menu. This will take you to a Greenwheels page, where you can enter any missing details and then click ‘Save’.

This will open a pop-up to the Greenwheels reservation screen, where you can make a reservation directly.

Where can I go with questions about the NS Business Card?

For questions about how to add Greenwheels as a product to your NS Business Card and other questions about the NS Business Card, please contact the NS Business Card service desk via 030-3001111 (between 8:00 AM and 6:00 PM) or send an e-mail to NSZakelijk@ns.nl.

For questions about driving in Greenwheels, please check our FAQs or contact us 24/7.

Something is not working in the app, what should I do?

Do you have the correct version of Android or iOS, but are you experiencing problems in your mobile app? Then send a notification with Instabug by shaking your phone. You can then immediately send us an error notification of an improvement proposal. In the event of an error message, we can also read direct technical details of the error message so that we can deal with this better.

It is important to know that the app is supported for Android from version 4.4. For iOS that is version 10.

What are the reservation costs?

Reservations that you make yourself via the website or app are always for free.

Reservation costs are calculated when a reservation is made or changed by a Greenwheels employee, for example when you have called or sent an e-mail for this. The costs for this are € 2 each time. Customers with a subscription before October 1, 2012 pay € 1 at a time. The reservation costs for all business customers are € 0.84 (excl. VAT) each time. Reservation costs also include the starting rate (valid for subscriptions concluded between 1-10-2012 and 4-9-2013).

With which subscriptions can I use discount locations?

With these subscriptions you can use discount locations:
- Current subscriptions: Sometimes / Regularly / Often
- Business Sometimes, Business Regularly, Business Often
- Business Business zero
- Greenwheels Zero (business)
- Greenwheels 5 Light (business)
- Sometimes 1.0
- Greenwheels 15 Unlimited (business)
- Regular 1.0
- Greenwheels 25 Premium (business)
- Often 1.0
- Greenwheels 50 Gold (business)
- Greenwheels Promotion 5 (discount partner)
- Greenwheels 5 (NS)
- Greenwheels 15 (NS)
- Greenwheels 25 (NS)
- Greenwheels 1 year (discount)
- Greenwheels 2 years (discount)
- Greenwheels standard 5
- Business basis

How do I cancel my subscription?

You can change your subscription through My Profile if you'd like a different alternative.

The Greenwheels Casual subscription has no monthly subscription costs. This means Greenwheels is always available to you, even without monthly costs.

But if you still want to terminate your subscription,

you can do so through the website or app, under My Profile. Here's how to do so:

- Go to ‘my subscription’ (via ‘settings’ in the app menu)

- Click on the small green circle next to your subscription

- Choose ‘cancel subscription’.

- Then confirm with ‘No, cancel’

How do I add an additional driver?

If multiple drivers are allowed on your subscription, you can add an additional driver My Profile. For business users, this must be done via the main account.

1. Log in to My profile
2. Go to "Drivers"
3. Click on "Add user" and enter the e-mail address of the additional driver and click on "Send invitation".
4. The additional driver (s) will receive an invitation by e-mail which must be accepted. After all information has been entered, the additional driver can also use Greenwheels.

What is my debtor or customer number?

The debtor number is the same as your customer number. You will only see a debtor number on your invoice. This is because you are a debtor to us financially. NS Business Card customers are only debtors at Greenwheels and not customers. The payment is made to the NS.

You can find your customer number on your invoice. Here it is described as debtor number.

What is the cancellation period?

You can cancel your subscription at any time and there's a notice period of one month. You can also choose a later termination date when cancelling.

What are the total costs for Greenwheels?

Register
When registering, you pay a one-off deposit of € 225, or you choose a reservation of the same amount on your credit card. You will receive the deposit back in full after your subscription, provided you pay all your bills. A reservation on your credit card is automatic.

Monthly costs
Depending on your subscription, you may or may not pay a monthly subscription fee. The higher these costs, the lower the usage rates.

Usage costs
The total fare is calculated based on the time you reserve Greenwheels, the kilometer costs, and any fuel costs (this only applies to old subscriptions). Also, optional costs may be charged for the deduction of the deductible of when you have a reservation made by us by telephone or e-mail.

What rate for a day / weekend / week applies to me?

Everyone can profit from road trip rates. You can find the rates here. 

The road trip rates give extra benefits based on the number of hours you spent. 

What payment methods does Greenwheels have?

You can choose a direct debit or credit card as a payment method.

I would like to the switch payment method, is that possible?

Yes, you can adjust your current IBAN (bank account number) or update your creditcard. However it is not possible to switch from payment method, for example from creditcard to direct debit.

Where can I find my invoice?

You can find all your invoices in My Profile. We will also send you an email with the invoice. The usage costs are collected twice a month. Any subscription costs and costs for the deduction of excess for the coming month, always collected at the beginning of the month.

How can I declare a self-paid refuelling receipt?

You'll find a refuelling card for when you need to refuel in every car. It might be the case that the refuelling card doesn't work or isn't supported by the petrol station where you refuelled the Greenwheels car. In that case, you can pay the amount yourself and declare these expenses to us. We'll deduct the expenses from the next invoice.

You can declare your expenses by uploading a copy of the refuelling receipt through My Profile or on our contact form.

Can I book a Greenwheels car in another city?

Just as you reserve a car in your own city, you also reserve a car in another city. If you are going to an unknown distribution point for the first time, read the details of the exact location under 'Location description' of the car. Of course, if you have any questions, you cannot contact customer service yet.

When can I book an e-Golf?

When you are a new customer, you will see the e-Golf on the map, but not as an available car. After 8 weeks this will be changed automatically and you will be able to book the e-Golf. Do you want to use the e-Golf earlier? Please contact the customer service. Keep in mind that this process can take several days.

When can I book a car?

You can make a reservation 24 hours a day, 7 days a week. You can make a reservation up to six months in advance to a minute in advance. You can make a reservation via the website or via the Greenwheels app.

Are there Greenwheels cars close to NS train stations?

Definitely! Greenwheels cars can be found near over 110 NS stations. The naming description for these begins with ‘NS Station’, or you can look for one at the location where you need it.

Can I take a Greenwheels car abroad?

You can do this within Europe without further permission.

If you're leaving Europe, you'll need to ask for permission for this when making your reservation. You need to report your journey abroad 24 hours in advance using the contact form. If you're making your journey within 24 hours or if you're going to Ghent in Belgium, then please call our customer service on 088-2100100. For Ghent, we need to ask permission to drive into the city owing to environmental rules. That's why we need to tell Ghent 24 hours in advance that a car will be coming to the city. If we don't do that, we'll be fined €150.

You can also get by more cheaply with the Langer Weg ('Longer Stay') rates. This way, you'll pay a fixed but lower rate for using a car for a day, a week or a weekend. You can read more about how that works here.

There are a few other conditions for travelling abroad:

The refuelling card won't work abroad, so you'll need to fill up yourself and send the refuelling receipt to us using the contact form.

If you break down on the road, you can call upon the ANWB Roadside Assistance just as you would in the Netherlands. We can be contacted 24 hours a day on: 088-2100100 to co-ordinate this together. From abroad, you can call +31-10-4113121 (international rate, prices will differ per country).

When settling the damages in the event of a collision, you may be asked for proof of insurance or the green card, as it's known. In this case, we can send these details to the applicable insurer or police station.

You can find more practical information on tolls, traffic rules, travel documents and other matters on the ANWB's website (in Dutch).

How can I change or cancel a reservation?

You can extend it before or during the trip, i.e. until the period you reserved has elapsed. You can't do this if someone else has reserved the car after you, though.

You can change or cancel a reservation for free up to one hour before the reserved period begins. You can't cancel or reduce it after that, and you'll pay for the time for which you've reserved the car.

You can change or cancel your reservation using the reservation system on our website or mobile website, the iOS/Android app or by calling our customer service on 088-2100100. You can also use the on-board computer to extend your reservation.

Do I always need to reserve a car?

Yes, without a reservation you can not open the car. 

What is the minimum duration of a reservation?

It is possible to book a Greenwheels car from 15 minutes.

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

Choose your start date and time and end date and time via the website. At the bottom of the calendar, you can choose one of the road trips: day, weekend, or week. When you have chosen the desired package, the times are automatically processed. For the weekend road trip, the days and times are fixed. The other two options are based on the number of hours and can be selected for any day and time of the week. Please note that your day trip will consist of 24 hours and your week trip 7x 24 hours. Read the exact details below.

You can reserve the road trip rates via the Greenwheels app, but you must set the time of your choice yourself. As soon as you choose a reservation of 24 hours, you will see 'Day away' appear when calculating the estimated costs.

Please note, the prices apply as soon as you have reserved the minimum number of hours.
Day away = 24 hours (starts whenever you want)
Weekend away = starts on Friday at 4:00 PM and ends on Monday at 10:00 AM
Week away = 7 x 24 hours (when you want)

There are no discounts on the rates per kilometer.

What happens if I have a damage as a NS Business Card user?

All users must check the car for damage before their trip. Do you see damage that is not yet reported? Add it as new damage in the app or call us to report this damage. If the damage to the body of the car is smaller than a bank card, for example a dent or a scratch, you do not have to report this. Our fleet checkers regularly check our cars for damage and ensure that it will be fixed. 

Was the damage incurred during your trip? Click here.

The excess has been completely bought off for NS-Business Card holders. So NO excess will be charged to you, unless there is gross negligence on the part of you or a passenger. For more information, see article 12.2 of the Greenwheels general terms and conditions.

What is deductible?

If you rent a car and the car is damaged or stolen, then the deductible is that what you have to pay for a claim.

For damage during your ride, the deductible per claim is € 350. You have the option to lower your deductible to € 75 for € 4 per reservation. A deductible of € 225 applies to older contracts.

You can adjust this deductible on the Greenwheels website. You do this in your Account environment via My Profile and My subscription.

What happens if I commit a traffic violation? traffic violation?

Traffic fines are always forwarded to the driver of the car. An administration fee of € 10.00 is also charged per ticket.

Where can I find the claim form?

You can access and use the Greenwheels claim form here.

Attach the completed form to an e-mail and send it to schade@greenwheels.nl.

Where can I find charging stations for the e-Golf / electric car?

The Greenwheels e-Golfs can be found at Rotterdam Central and at various locations in The Hague. These are parking spaces with a charging station. During a stopover, we recommend that you always park at a charging station so that you can recharge during your trip. Find the nearest and available charging stations here.

The parking spot with charging station is taken, what should I do?

Because the e-Golf is fully electric, it is important that the car will always be connected to a charging station again. Take the following actions if the parking spot is not available: 

- Find a parking spot with a charging station nearby the original location. Use the charging card to activate it. 

- Please contact us to let us know that the parking spot is not available and where you have parked the car. 

How does the charging cable of the e-Golf work?

The following applies to the e-Golf: The charging cable is yellow and has two ends, one for the car and the other end for the charging station.

Disconnecting the charging station works as follows:
1. Take the charge card and key from the board computer;
2. Bring the charging card along and remove the charging cable from the charging station;
3. Click on the disconnect sign on the car key to remove the charging cable from the car;
4. Close the charging cover of the car;
5. Place the charging cable in the trunk;
And you are ready to go!

At the end of the journey or when you make a stopover, the car must be connected to a charging station.
You activate charging by following these steps:
1. Take the charge card from the board computer;
2. Then take the charging cable from the trunk;
3. Press the charging cover on the side of the car and place the charger in the car;
4. Then place the other end of the charging cable on the charging station;
5. Follow the instructions on the charging station to activate charging with your charge card;
6. Check the loaded start. You can see this because the charging station takes on the correct color. You will also see the activation of the screen in the dashboard in the car, which displays the charging time and a green plug.

Always park the car in the designated place at the end of your trip. Do you want to fast charge? Do not use the charging cable of the car to do this, but you choose the correct plug, CCS, of the charging station and you can then connect this to the car.

How can you recharge at a fast charging point?

Recharging at a Fastned fast charging point works as follows:

1. Remove the charge card from the board computer;
2. Open the car cover and remove the extra cap;
3. Follow the instructions on the Fastned panel and select the CCS plug when using the e-Golf;
4. After payment, put the plug in the car;
5. The panel shows the expected charging time. Put the plug back into the Fastned charger when the car is charged;
6. Click the disconnect mark on the car key to remove the charging cable from the car. Close the flip and you are ready to continue your trip.

Where can I find fast charging points?

The closest Fastned fast charging points where you can charge the car with the charging card can be found here. Note: you will use a CCS-plug that are available at Fastned instead of the plug of the car.

How do I start the e-Golf?

You start the e-Golf by holding the brake (left pedal) with your right foot. Then you put the key in the ignition and turn the key. The car does not make any noise, unlike non-electric cars. By releasing the handbrake with the [p] and placing the clutch of the automatic transmission in the desired position, you can drive off.

How far can I drive with an e-Golf?

The range of the e-Golf is approximately 250 km. How quickly these kilometers decrease depends on the weather conditions, your driving style, and selected factors in the car such as air conditioning or heating. We recommend recharging when there is still 50 km on the dashboard.

Can you charge the car at public charging stations?

Yes, you can use the charge card which can be found in the car at every public charging station. 

How long does it take to charge the e-Golf?

Charging a completely empty battery takes about 4.5 hours. However, the battery will almost never be completely empty, so charging will be completed more quickly. Fast charging takes about 15 minutes to half an hour.

Is another Greenwheels customer who is not one of my drivers allowed to drive my reserved Greenwheels car?

If you have reserved a car as a Greenwheels customer, a friend of a family member who is also a Greenwheels customer (but not a driver of your subscription) is allowed to drive the car, as long as the Greenwheels customer who reserved the car is also present in the car. Good to know if you want to go for a long drive, a weekend away, or for holidays. Is the other not a Greenwheels customer or driver on your subscription? Then it is unfortunately not possible, because we were unable to verify the driver's license.

Parking space is occupied: where should I park?

If the reserved parking space at an issue point on the street is occupied, then please take the following steps:

  1. Park the car as close to the reserved parking space as possible. Please note: try to park in a normal parking space in the same licensed area, i.e. not in a disabled parking space, taxi rank, where there's temporary signage (e.g. for roadworks), loading or unloading points or on the pavement.
  2. If you park in a paid parking area, then please check the licence information in the car folder to see if you're within this area.
  3. Always call us directly to let us know where you left the car.

That will help us inform any subsequent customers and the municipality.

Can I transport pets in the car?

That is allowed, as long as the car is left clean. Always transport your pet on a rug so that the next driver can expect a clean car. If a car is not clean, a cleaning fee of € 25 will be charged.

Should I return the Greenwheels car to the same location?

Yes, you should always return the Greenwheels car to the location where you picked it up at the start of your reservation. Every Greenwheels car has its own reserved parking spot. If the parking spot if not available, park the car as closeby as possible and contact us

How do you open the car at the start of a reservation?

This can be done in two ways:

1. Open the car with the app. When your reservation starts, open the app. You click on your upcoming reservation on the main screen. Click on 'Start your ride' and swipe up to open the car. If you want to close the car, click on 'end your trip' and then swipe down. The app is available for Android and iOS.

2. Open the car with your linked OV chip card or Greenwheels card. You do this by holding your card in front of the box behind the windshield. The car opens automatically. You close again in the same way.

Make sure you always have your card with you in case the car does not open with the app.

Do I also have to close the car at a stopover with the app or card?

No, you use the physical car key to safely lock and open the car during a stopover. 

Where can I find the PIN code for the refuelling card?

You can request the PIN code for the refuelling card via the on-board computer. When you switch off the engine, the on-board computer will give you 3 options and you choose option 3 here – refuelling. A message will then appear: Use the refuelling card to pay. You can take the refuelling card from the on-board computer. The PIN code will then appear on the on-board computer's display. Don't forget to note the mileage as well as the PIN code on your phone. That's because you'll need to enter this when you pay with the refuelling card.

Where can I find an overview of all rates and subscriptions for business customers?
Where can I find an overview of all rates and subscriptions for private customers?

Current subscriptions:
Soms
Regelmatig
Vaak

Between January 8, 2014 and May 2, 2016:
Zero 1.0
Soms 1.0
Regelmatig 1.0
Vaak 1.0
Greenwheels 50 Gold (available until December 1, 2015)

Between September 5, 2013 and January 8, 2014:
Greenwheels Actie 5

Between December 1, 2012 and September 10, 2013:
1 jarig voordeelabonnement (NS) 
2 jarig voordeelabonnement (NS)

Between October 1, 2012 and December 1, 2012:
1- en 2 jarig abonnement (NS / kortingspartner)  

Before Oktober 1, 2012:
Greenwheels 5 (NS)
Greenwheels 15 (NS)
Greenwheels 25 (NS)
     
Other:
Greenwheels standaard 5

Choose a subject:

General

Can I request a Greenwheels car in my neighborhood?

We continuously expand our network of cars, so that we are as closeby as possible to our customers. Based on the address details of applications we receive, we regularly check in which districts new Greenwheels need to be placed. If a parking space meets the condition of application, we submit an application for a parking permit to the municipality, which is usually a long process. As soon as we have received approval from the municipality, we will place the car and notify everyone by e-mail who has provided their address details. You can apply for a Greenwheels via the contact form.

What is the difference between carsharing 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's a Greenwheels card?

As well as locking and unlocking the car with the app, you can also use a linked OV chipcard or a Greenwheels card. If you choose the Greenwheels card, there's a one-off fee of €25. This makes the card your property and you don't have to return it to us if you unsubscribe later. You can link your OV chipcard for free.

What insurance are you covered by with Greenwheels?

Every car is insured, including Personal Accident Insurance ('Ongevallen-inzittendenverzekering').

 

This means that harm is covered for both the driver/passengers and third parties. Any possessions you take with you in the car are not covered by this insurance. Greenwheels can't be held liable for theft of or damage to these possessions either.

 

There's a fixed excess for damage to the Greenwheels car, which you can reduce for each journey.  In the event of damage during your ride, the deductible per claim is € 350 as standard. You have the option to lower your deductible to € 75 for € 4 per reservation. You can do this in your account. For older contracts, an excess of € 225 applies.

What is the complaint procedure at Greenwheels?

1. Go to the contact form
2. Enter your personal details
3. Select at 'Subject', 'Complaints'
4. Provide a clear description of your complaint under 'Comment/question'. Try to give as complete a description as possible here.
5. Your complaint will be handled by our customer service. We will respond to your message by e-mail within approximately 3 working days.

You can also submit your complaint to us in writing. The reaction time may then take a little longer. Send your letter to:

Greenwheels
Box 23191
3001 KD Rotterdam

Where can I go with questions about the NS Business Card?

For questions about how to add Greenwheels as a product to your NS Business Card and other questions about the NS Business Card, please contact the NS Business Card service desk via 030-3001111 (between 8:00 AM and 6:00 PM) or send an e-mail to NSZakelijk@ns.nl.

For questions about driving in Greenwheels, please check our FAQs or contact us 24/7.

Something is not working in the app, what should I do?

Do you have the correct version of Android or iOS, but are you experiencing problems in your mobile app? Then send a notification with Instabug by shaking your phone. You can then immediately send us an error notification of an improvement proposal. In the event of an error message, we can also read direct technical details of the error message so that we can deal with this better.

It is important to know that the app is supported for Android from version 4.4. For iOS that is version 10.

Are there Greenwheels cars close to NS train stations?

Definitely! Greenwheels cars can be found near over 110 NS stations. The naming description for these begins with ‘NS Station’, or you can look for one at the location where you need it.

Booking a car

Can I book a Greenwheels car in another city?

Just as you reserve a car in your own city, you also reserve a car in another city. If you are going to an unknown distribution point for the first time, read the details of the exact location under 'Location description' of the car. Of course, if you have any questions, you cannot contact customer service yet.

When can I book an e-Golf?

When you are a new customer, you will see the e-Golf on the map, but not as an available car. After 8 weeks this will be changed automatically and you will be able to book the e-Golf. Do you want to use the e-Golf earlier? Please contact the customer service. Keep in mind that this process can take several days.

When can I book a car?

You can make a reservation 24 hours a day, 7 days a week. You can make a reservation up to six months in advance to a minute in advance. You can make a reservation via the website or via the Greenwheels app.

Are there Greenwheels cars close to NS train stations?

Definitely! Greenwheels cars can be found near over 110 NS stations. The naming description for these begins with ‘NS Station’, or you can look for one at the location where you need it.

Can I take a Greenwheels car abroad?

You can do this within Europe without further permission.

If you're leaving Europe, you'll need to ask for permission for this when making your reservation. You need to report your journey abroad 24 hours in advance using the contact form. If you're making your journey within 24 hours or if you're going to Ghent in Belgium, then please call our customer service on 088-2100100. For Ghent, we need to ask permission to drive into the city owing to environmental rules. That's why we need to tell Ghent 24 hours in advance that a car will be coming to the city. If we don't do that, we'll be fined €150.

You can also get by more cheaply with the Langer Weg ('Longer Stay') rates. This way, you'll pay a fixed but lower rate for using a car for a day, a week or a weekend. You can read more about how that works here.

There are a few other conditions for travelling abroad:

The refuelling card won't work abroad, so you'll need to fill up yourself and send the refuelling receipt to us using the contact form.

If you break down on the road, you can call upon the ANWB Roadside Assistance just as you would in the Netherlands. We can be contacted 24 hours a day on: 088-2100100 to co-ordinate this together. From abroad, you can call +31-10-4113121 (international rate, prices will differ per country).

When settling the damages in the event of a collision, you may be asked for proof of insurance or the green card, as it's known. In this case, we can send these details to the applicable insurer or police station.

You can find more practical information on tolls, traffic rules, travel documents and other matters on the ANWB's website (in Dutch).

How can I change or cancel a reservation?

You can extend it before or during the trip, i.e. until the period you reserved has elapsed. You can't do this if someone else has reserved the car after you, though.

You can change or cancel a reservation for free up to one hour before the reserved period begins. You can't cancel or reduce it after that, and you'll pay for the time for which you've reserved the car.

You can change or cancel your reservation using the reservation system on our website or mobile website, the iOS/Android app or by calling our customer service on 088-2100100. You can also use the on-board computer to extend your reservation.

Do I always need to reserve a car?

Yes, without a reservation you can not open the car. 

What is the minimum duration of a reservation?

It is possible to book a Greenwheels car from 15 minutes.

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

Choose your start date and time and end date and time via the website. At the bottom of the calendar, you can choose one of the road trips: day, weekend, or week. When you have chosen the desired package, the times are automatically processed. For the weekend road trip, the days and times are fixed. The other two options are based on the number of hours and can be selected for any day and time of the week. Please note that your day trip will consist of 24 hours and your week trip 7x 24 hours. Read the exact details below.

You can reserve the road trip rates via the Greenwheels app, but you must set the time of your choice yourself. As soon as you choose a reservation of 24 hours, you will see 'Day away' appear when calculating the estimated costs.

Please note, the prices apply as soon as you have reserved the minimum number of hours.
Day away = 24 hours (starts whenever you want)
Weekend away = starts on Friday at 4:00 PM and ends on Monday at 10:00 AM
Week away = 7 x 24 hours (when you want)

There are no discounts on the rates per kilometer.

Signing up

What's a Greenwheels card?

As well as locking and unlocking the car with the app, you can also use a linked OV chipcard or a Greenwheels card. If you choose the Greenwheels card, there's a one-off fee of €25. This makes the card your property and you don't have to return it to us if you unsubscribe later. You can link your OV chipcard for free.

Rates, deposit and payment

When do you pay the deposit?

When you pay Greenwheels charges with a credit card, only a reservation of the deposit will be withheld from your credit card. This means that the spending limit of your credit card will be temporarily reduced. If you choose to pay by automatic bank transfer (IBAN) during your registration, you will pay the deposit of € 225 immediately. You pay the deposit during your registration.

What's the deposit with Greenwheels?

When you sign up with Greenwheels, we'll ask you for a deposit of €225. If you choose your credit card as a payment method, we'll reserve this amount on your card. For iDeal, the amount will be debited as a one-off. If you unsubscribe, you'll get this back, as long as you've kept up all your payments.

You can read more about the deposit here.

Why can't I view my invoices in My Profile?

If you are the main driver of the subscription, you can view your invoices in your profile under 'Invoices' (via the app under 'Settings'). If you don't see this, chances are you are a driver of a subscription and not the main driver. Therefore, ask the main driver if you want to view an invoice.

What are the rates for the use of Greenwheels via my NS Business Card?

The rates are:

- Hourly rate: € 8.40 per hour

- Mileage rate: Maximum of € 92 per day for 80 kilometers free
Above 80 kilometers you pay € 0.30 per kilometer.
(incl. gasoline)

- There are no fixed subscription costs

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

No, not necessarily. The prices in the app and website when you make a reservation are an indication of what a ride will cost you. The indication is based on the number of hours you book the car and an estimated number of kilometers that are usually driven. After your ride, the final costs will be calculated based on the actual number of kilometers driven. If you have used the car longer than booked this will also be charged. This amount is stated on the invoice.

You can make the estimate more concrete by clicking on the calculator when looking for your car and entering your expected kilometers. Keep in mind that this may still differ slightly from what is ultimately on the invoice.

How are fuel costs per kilometer determined?

We use the current fuel prices as a basis for this. With the current subscriptions (Sometimes, Regular, Often) the petrol prices are included in the kilometer price. For other subscriptions, the fuel is paid in advance by Greenwheels and subsequently charged per kilometer driven. That is based on a fuel allowance per kilometer and per car type, which is adjusted quarterly based on the fuel prices at that time.

Greenwheels has the option to adjust prices at the beginning of January / April / July / October.

What's the deposit with Greenwheels?

When you sign up with Greenwheels, we'll ask you for a deposit of €225. If you choose your credit card as a payment method, we'll reserve this amount on your card. For iDeal, the amount will be debited as a one-off. If you unsubscribe, you'll get this back, as long as you've kept up all your payments.

You can read more about the deposit here.

Do I pay a starting rate per reservation?

There is no starting rate for the current subscriptions: Sometimes, Regularly, Often.

For the subscriptions: 1- or 2-year private subscription, Greenwheels 0 Zero, and Business Basic, a starting rate of € 2.95 per reservation applies. The starting rate can be found on the invoice under the heading 'reservation costs'.

When will I receive my deposit back?

When you unsubscribe from Greenwheels, you will receive the deposit back 8 weeks after the end date of your subscription. The condition is that you have made all your payments, if not, we will transfer the outstanding amounts to the deposit. If your credit card had your payment method, the reservation on your credit card is automatically canceled and at iDeal we will refund the amount to your corresponding account.

We adhere to a period of 8 weeks because traffic fines can still be received within this period.

You can read more about the deposit here.

What are the reservation costs?

Reservations that you make yourself via the website or app are always for free.

Reservation costs are calculated when a reservation is made or changed by a Greenwheels employee, for example when you have called or sent an e-mail for this. The costs for this are € 2 each time. Customers with a subscription before October 1, 2012 pay € 1 at a time. The reservation costs for all business customers are € 0.84 (excl. VAT) each time. Reservation costs also include the starting rate (valid for subscriptions concluded between 1-10-2012 and 4-9-2013).

With which subscriptions can I use discount locations?

With these subscriptions you can use discount locations:
- Current subscriptions: Sometimes / Regularly / Often
- Business Sometimes, Business Regularly, Business Often
- Business Business zero
- Greenwheels Zero (business)
- Greenwheels 5 Light (business)
- Sometimes 1.0
- Greenwheels 15 Unlimited (business)
- Regular 1.0
- Greenwheels 25 Premium (business)
- Often 1.0
- Greenwheels 50 Gold (business)
- Greenwheels Promotion 5 (discount partner)
- Greenwheels 5 (NS)
- Greenwheels 15 (NS)
- Greenwheels 25 (NS)
- Greenwheels 1 year (discount)
- Greenwheels 2 years (discount)
- Greenwheels standard 5
- Business basis

What is my debtor or customer number?

The debtor number is the same as your customer number. You will only see a debtor number on your invoice. This is because you are a debtor to us financially. NS Business Card customers are only debtors at Greenwheels and not customers. The payment is made to the NS.

You can find your customer number on your invoice. Here it is described as debtor number.

What are the total costs for Greenwheels?

Register
When registering, you pay a one-off deposit of € 225, or you choose a reservation of the same amount on your credit card. You will receive the deposit back in full after your subscription, provided you pay all your bills. A reservation on your credit card is automatic.

Monthly costs
Depending on your subscription, you may or may not pay a monthly subscription fee. The higher these costs, the lower the usage rates.

Usage costs
The total fare is calculated based on the time you reserve Greenwheels, the kilometer costs, and any fuel costs (this only applies to old subscriptions). Also, optional costs may be charged for the deduction of the deductible of when you have a reservation made by us by telephone or e-mail.

What rate for a day / weekend / week applies to me?

Everyone can profit from road trip rates. You can find the rates here. 

The road trip rates give extra benefits based on the number of hours you spent. 

What payment methods does Greenwheels have?

You can choose a direct debit or credit card as a payment method.

I would like to the switch payment method, is that possible?

Yes, you can adjust your current IBAN (bank account number) or update your creditcard. However it is not possible to switch from payment method, for example from creditcard to direct debit.

Where can I find my invoice?

You can find all your invoices in My Profile. We will also send you an email with the invoice. The usage costs are collected twice a month. Any subscription costs and costs for the deduction of excess for the coming month, always collected at the beginning of the month.

Where can I find an overview of all rates and subscriptions for business customers?
Where can I find an overview of all rates and subscriptions for private customers?

Current subscriptions:
Soms
Regelmatig
Vaak

Between January 8, 2014 and May 2, 2016:
Zero 1.0
Soms 1.0
Regelmatig 1.0
Vaak 1.0
Greenwheels 50 Gold (available until December 1, 2015)

Between September 5, 2013 and January 8, 2014:
Greenwheels Actie 5

Between December 1, 2012 and September 10, 2013:
1 jarig voordeelabonnement (NS) 
2 jarig voordeelabonnement (NS)

Between October 1, 2012 and December 1, 2012:
1- en 2 jarig abonnement (NS / kortingspartner)  

Before Oktober 1, 2012:
Greenwheels 5 (NS)
Greenwheels 15 (NS)
Greenwheels 25 (NS)
     
Other:
Greenwheels standaard 5

Subscription and change information

What should I do if I have lost my card / OV chip card?

1. Log in to My Profile.
2. Go to "Map".
3. Click on "Block / replace card" and follow the steps.
4. Add your new card.

Do not forget to report your card as lost at the OV chip card Customer Service and to request a new one. They can be reached on the telephone number: 0900-0980 (10 cents p/m). You can then activate your new OV chip card for Greenwheels via My Profile.

In case of loss of a Greenwheels card, we charge € 25.00 in administration costs.

What should I do if I forgot my login credentials?

If you are no longer in possession of this information, click on this link. An email will be sent to you with your username and password. You can log in via My Profile with the data sent. You can then change these login details yourself in a combination of your choice.

How can I replace my Greenwheels card or OV chip card?

If you want to replace your Greenwheels card or public transport chip card because you have lost it or the card has expired, you must change this in My Profile. You first block your current card and then you add your new card.

Follow the following steps:
1. Log in to My Profile.
2. Click on 'Map' (on the right menu).
3. You will see your current map displayed. Here you click on: 'Block / replace card'.
4. Then choose 'Block the card permanently. I have lost this card and want to request a replacement card '.
5. Confirm your choice: 'Block card'.
6. Indicate why you want a replacement card.
7. Now add your new OV chip card and enter your self-made pin code. Make sure you remember the PIN correctly.

How do I change my address?

Log in to My Profile. Go to 'My details' and change your address at the bottom of the page. Then click on 'Save'.

How do I request my PIN code?

Log in to My Profile. Go to ‘Card’ and click on ‘Request PIN code’. You can also request the PIN code using the app. This option can be found on the login screen by the text ‘I forgot my PIN code’.

You'll then receive the PIN code at your e-mail address

For users with a mobility card, such as NS Business Card or the Shuttel card

Please contact our customer services (088-2100100).

How do I change my IBAN / Credit card details?

Log in to My Profile from a computer. Go to 'Payment method' via 'Invoices' in the menu, where you can adjust your payment method.

How do I add a voucher?

Log in to My Profile. Click on "Add Voucher". Enter your voucher code and press "Add Voucher". It will indicate whether the addition was successful.

How do I change my subscription?

You can easily switch to a different subscription in your profile through the website or the app:

  1. Log in to My Profile or go to ‘My subscription’ in the app.
  2. Go to ‘my profile’ on the website dashboard or to ‘my settings’ in the app
  3. In both cases, choose ‘My subscription’ in the menu.
  4. Your subscription will appear. You can choose ‘change subscription’ via the green circle and save your choice with ‘save’.
How can I use Greenwheels as an NS Business Card holder?

Go to Mijn NS Zakelijk.

Log in to your personal page and click on ‘Book Greenwheels’ in the left-hand menu. This will take you to a Greenwheels page, where you can enter any missing details and then click ‘Save’.

This will open a pop-up to the Greenwheels reservation screen, where you can make a reservation directly.

How do I cancel my subscription?

You can change your subscription through My Profile if you'd like a different alternative.

The Greenwheels Casual subscription has no monthly subscription costs. This means Greenwheels is always available to you, even without monthly costs.

But if you still want to terminate your subscription,

you can do so through the website or app, under My Profile. Here's how to do so:

- Go to ‘my subscription’ (via ‘settings’ in the app menu)

- Click on the small green circle next to your subscription

- Choose ‘cancel subscription’.

- Then confirm with ‘No, cancel’

How do I add an additional driver?

If multiple drivers are allowed on your subscription, you can add an additional driver My Profile. For business users, this must be done via the main account.

1. Log in to My profile
2. Go to "Drivers"
3. Click on "Add user" and enter the e-mail address of the additional driver and click on "Send invitation".
4. The additional driver (s) will receive an invitation by e-mail which must be accepted. After all information has been entered, the additional driver can also use Greenwheels.

What is my debtor or customer number?

The debtor number is the same as your customer number. You will only see a debtor number on your invoice. This is because you are a debtor to us financially. NS Business Card customers are only debtors at Greenwheels and not customers. The payment is made to the NS.

You can find your customer number on your invoice. Here it is described as debtor number.

What is the cancellation period?

You can cancel your subscription at any time and there's a notice period of one month. You can also choose a later termination date when cancelling.

Open, drive and refuelling/recharging

How does refueling work?

When the tank is less than a quarter full, it is time to refuel. If you don't do this, you risk a fine. To refuel you need the PIN code of the fuel card and the mileage of the car. You must enter it at the checkout. You can also find these in the app.

1. Before refueling, always record the number of kilometers on the odometer. You must enter this number at the checkout.
2. When you have switched off the engine, remove the debit card from the on-board computer.
3. The PIN code will then appear on the display.
4. Open the fuel cap with the ignition key. You will find refueling instructions on the back of the fuel cap.
5. After paying for the fuel card, put it back in the on-board computer.

You can read more about refuelling here

How do I open the car with the app?

You can open a car via the app. When your reservation starts, open the app. You click on your upcoming reservation on the main screen. Click on 'Start your ride' and swipe up to open the car. If you want to close the car, click on 'end your trip' and then swipe down. If you open the car with the app, you do not have to enter a pin code on the on-board computer. If you open the car with a card, you still have to enter your pin code. Every Greenwheels customer can make use of this. The speed at which the car opens has to do with your internet connection. Sometimes it can take a few seconds after clicking the 'open car' button and the car actually opening. Note: make sure you always have your Greenwheels public transport chip card with you in case the car does not open with the app.

How do I open the car with a card?

Open the Greenwheels car by holding your pass against the card reader behind the windshield. The automatic door locking then unlocks the doors, so you can get in. After your ride, put the ignition key back in the on-board computer in the glove compartment, get out of the car and lock the car by holding your card against the card reader behind the windscreen again.

How do I request my PIN code?

Log in to My Profile. Go to ‘Card’ and click on ‘Request PIN code’. You can also request the PIN code using the app. This option can be found on the login screen by the text ‘I forgot my PIN code’.

You'll then receive the PIN code at your e-mail address

For users with a mobility card, such as NS Business Card or the Shuttel card

Please contact our customer services (088-2100100).

How can I declare a self-paid refuelling receipt?

You'll find a refuelling card for when you need to refuel in every car. It might be the case that the refuelling card doesn't work or isn't supported by the petrol station where you refuelled the Greenwheels car. In that case, you can pay the amount yourself and declare these expenses to us. We'll deduct the expenses from the next invoice.

You can declare your expenses by uploading a copy of the refuelling receipt through My Profile or on our contact form.

Can I take a Greenwheels car abroad?

You can do this within Europe without further permission.

If you're leaving Europe, you'll need to ask for permission for this when making your reservation. You need to report your journey abroad 24 hours in advance using the contact form. If you're making your journey within 24 hours or if you're going to Ghent in Belgium, then please call our customer service on 088-2100100. For Ghent, we need to ask permission to drive into the city owing to environmental rules. That's why we need to tell Ghent 24 hours in advance that a car will be coming to the city. If we don't do that, we'll be fined €150.

You can also get by more cheaply with the Langer Weg ('Longer Stay') rates. This way, you'll pay a fixed but lower rate for using a car for a day, a week or a weekend. You can read more about how that works here.

There are a few other conditions for travelling abroad:

The refuelling card won't work abroad, so you'll need to fill up yourself and send the refuelling receipt to us using the contact form.

If you break down on the road, you can call upon the ANWB Roadside Assistance just as you would in the Netherlands. We can be contacted 24 hours a day on: 088-2100100 to co-ordinate this together. From abroad, you can call +31-10-4113121 (international rate, prices will differ per country).

When settling the damages in the event of a collision, you may be asked for proof of insurance or the green card, as it's known. In this case, we can send these details to the applicable insurer or police station.

You can find more practical information on tolls, traffic rules, travel documents and other matters on the ANWB's website (in Dutch).

How can I change or cancel a reservation?

You can extend it before or during the trip, i.e. until the period you reserved has elapsed. You can't do this if someone else has reserved the car after you, though.

You can change or cancel a reservation for free up to one hour before the reserved period begins. You can't cancel or reduce it after that, and you'll pay for the time for which you've reserved the car.

You can change or cancel your reservation using the reservation system on our website or mobile website, the iOS/Android app or by calling our customer service on 088-2100100. You can also use the on-board computer to extend your reservation.

Where can I find the claim form?

You can access and use the Greenwheels claim form here.

Attach the completed form to an e-mail and send it to schade@greenwheels.nl.

Where can I find charging stations for the e-Golf / electric car?

The Greenwheels e-Golfs can be found at Rotterdam Central and at various locations in The Hague. These are parking spaces with a charging station. During a stopover, we recommend that you always park at a charging station so that you can recharge during your trip. Find the nearest and available charging stations here.

The parking spot with charging station is taken, what should I do?

Because the e-Golf is fully electric, it is important that the car will always be connected to a charging station again. Take the following actions if the parking spot is not available: 

- Find a parking spot with a charging station nearby the original location. Use the charging card to activate it. 

- Please contact us to let us know that the parking spot is not available and where you have parked the car. 

How does the charging cable of the e-Golf work?

The following applies to the e-Golf: The charging cable is yellow and has two ends, one for the car and the other end for the charging station.

Disconnecting the charging station works as follows:
1. Take the charge card and key from the board computer;
2. Bring the charging card along and remove the charging cable from the charging station;
3. Click on the disconnect sign on the car key to remove the charging cable from the car;
4. Close the charging cover of the car;
5. Place the charging cable in the trunk;
And you are ready to go!

At the end of the journey or when you make a stopover, the car must be connected to a charging station.
You activate charging by following these steps:
1. Take the charge card from the board computer;
2. Then take the charging cable from the trunk;
3. Press the charging cover on the side of the car and place the charger in the car;
4. Then place the other end of the charging cable on the charging station;
5. Follow the instructions on the charging station to activate charging with your charge card;
6. Check the loaded start. You can see this because the charging station takes on the correct color. You will also see the activation of the screen in the dashboard in the car, which displays the charging time and a green plug.

Always park the car in the designated place at the end of your trip. Do you want to fast charge? Do not use the charging cable of the car to do this, but you choose the correct plug, CCS, of the charging station and you can then connect this to the car.

How can you recharge at a fast charging point?

Recharging at a Fastned fast charging point works as follows:

1. Remove the charge card from the board computer;
2. Open the car cover and remove the extra cap;
3. Follow the instructions on the Fastned panel and select the CCS plug when using the e-Golf;
4. After payment, put the plug in the car;
5. The panel shows the expected charging time. Put the plug back into the Fastned charger when the car is charged;
6. Click the disconnect mark on the car key to remove the charging cable from the car. Close the flip and you are ready to continue your trip.

Where can I find fast charging points?

The closest Fastned fast charging points where you can charge the car with the charging card can be found here. Note: you will use a CCS-plug that are available at Fastned instead of the plug of the car.

How do I start the e-Golf?

You start the e-Golf by holding the brake (left pedal) with your right foot. Then you put the key in the ignition and turn the key. The car does not make any noise, unlike non-electric cars. By releasing the handbrake with the [p] and placing the clutch of the automatic transmission in the desired position, you can drive off.

How far can I drive with an e-Golf?

The range of the e-Golf is approximately 250 km. How quickly these kilometers decrease depends on the weather conditions, your driving style, and selected factors in the car such as air conditioning or heating. We recommend recharging when there is still 50 km on the dashboard.

Can you charge the car at public charging stations?

Yes, you can use the charge card which can be found in the car at every public charging station. 

How long does it take to charge the e-Golf?

Charging a completely empty battery takes about 4.5 hours. However, the battery will almost never be completely empty, so charging will be completed more quickly. Fast charging takes about 15 minutes to half an hour.

Is another Greenwheels customer who is not one of my drivers allowed to drive my reserved Greenwheels car?

If you have reserved a car as a Greenwheels customer, a friend of a family member who is also a Greenwheels customer (but not a driver of your subscription) is allowed to drive the car, as long as the Greenwheels customer who reserved the car is also present in the car. Good to know if you want to go for a long drive, a weekend away, or for holidays. Is the other not a Greenwheels customer or driver on your subscription? Then it is unfortunately not possible, because we were unable to verify the driver's license.

Parking space is occupied: where should I park?

If the reserved parking space at an issue point on the street is occupied, then please take the following steps:

  1. Park the car as close to the reserved parking space as possible. Please note: try to park in a normal parking space in the same licensed area, i.e. not in a disabled parking space, taxi rank, where there's temporary signage (e.g. for roadworks), loading or unloading points or on the pavement.
  2. If you park in a paid parking area, then please check the licence information in the car folder to see if you're within this area.
  3. Always call us directly to let us know where you left the car.

That will help us inform any subsequent customers and the municipality.

Can I transport pets in the car?

That is allowed, as long as the car is left clean. Always transport your pet on a rug so that the next driver can expect a clean car. If a car is not clean, a cleaning fee of € 25 will be charged.

Should I return the Greenwheels car to the same location?

Yes, you should always return the Greenwheels car to the location where you picked it up at the start of your reservation. Every Greenwheels car has its own reserved parking spot. If the parking spot if not available, park the car as closeby as possible and contact us

How do you open the car at the start of a reservation?

This can be done in two ways:

1. Open the car with the app. When your reservation starts, open the app. You click on your upcoming reservation on the main screen. Click on 'Start your ride' and swipe up to open the car. If you want to close the car, click on 'end your trip' and then swipe down. The app is available for Android and iOS.

2. Open the car with your linked OV chip card or Greenwheels card. You do this by holding your card in front of the box behind the windshield. The car opens automatically. You close again in the same way.

Make sure you always have your card with you in case the car does not open with the app.

Do I also have to close the car at a stopover with the app or card?

No, you use the physical car key to safely lock and open the car during a stopover. 

Where can I find the PIN code for the refuelling card?

You can request the PIN code for the refuelling card via the on-board computer. When you switch off the engine, the on-board computer will give you 3 options and you choose option 3 here – refuelling. A message will then appear: Use the refuelling card to pay. You can take the refuelling card from the on-board computer. The PIN code will then appear on the on-board computer's display. Don't forget to note the mileage as well as the PIN code on your phone. That's because you'll need to enter this when you pay with the refuelling card.

Damage, my excess and fines

There's been some damage. What should I do?

We're sorry this has happened to you and we hope you're OK! Please call our customer services any time you have suffered or caused damage during your trip. There are a number of other things you must do:

 

You have caused damage to your car and no other road users were involved:

You hit a pole or a tree, for example.

o Take one or more pictures of the situation and the car. Make sure the registration number is visible, where possible.

o Report the damage using the app or by calling customer services.

o Is the damage burglary or theft-related? Then please report it to the police at www.politie.nl/en

o Are you unable to continue driving? Then please talk this through with customer services.

 

You have caused or suffered damage involving a third party (another road user):

o Take some pictures of the situation, the car, and the other party's car. Make sure the registration number is visible in your picture too. We need these pictures for the claim file.

o Complete the European Accident Statement along with the other party. You will find the claim form in the car. If you can't find the form, you can complete this online claim form (NL, can be edited online). Here you can find an English claim form (which can be printed to edit)

o Make sure to include the pictures when sending in the European Accident Statement. Please send the form to:

 

Greenwheels
Afdeling Schade
Antwoordnummer 60103
3060 VB Rotterdam

Alternatively, you can send it by e-mail to schade@greenwheels.nl. Make sure to include the date, the vehicle registration number, and/or the claim number shown in the app when using the app to report it.

 

o Always report the damage using the app or by calling customer services. You can then send the photos, the claim form, and details of the damage by e-mail to schade@greenwheels.nl.

 

Greenwheels will contact you to discuss the next steps in the process. Depending on the situation, this may take several days or up to a few weeks. If you have any questions or if anything is unclear, you can contact us by e-mail or telephone about the damage in question.

I am asked to check if there is any damage, why?

Before your car trip, we ask you to check the car for damage. If a damage is not yet known in the damage in the app, you indicate this overview to your trip in the app or with the customer service. If damage to the body of the car, for example a dent or a scratch, is smaller than a bank card, you do not have to report this. Because Greenwheels can check what time the car was started and what time the call was made, we know for sure that the damage was not caused by you. If you do not do this and the damage cannot be traced back afterwards, you may be fined or your deductible may be charged for damage. It would be annoying if this happens when it is not your fault. So report it as indicated in the app.

What should I do in case of emergency / a breakdown?

Emergency or damage? Call 088 2100 100.

If necessary, please call 112 for an ambulance, the police or the fire brigade too.

Find a safe spot for the car and yourself. On the motorway, for example, you must always stay behind the crash barrier. Call Greenwheels for breakdown assistance. You can reach us 24/7 via 088 2100 100. Our emergency services will start working on a solution right away.

How do I change my excess?

In the event of damage during your ride, the deductible per claim is € 350 * as the standard. You have the option to lower your deductible to € 75 for € 4 per reservation. 

Log in to My Profile. Go to 'Excess' and select your excess package. By clicking you immediately confirm your choice. By buying off the excess you have a lower standard excess.

Please note: if you stop the excess package and switch it on again later, the excess package that is offered at that time applies.

* For older contracts, an excess of € 225 applies.

What happens if I have a damage as a NS Business Card user?

All users must check the car for damage before their trip. Do you see damage that is not yet reported? Add it as new damage in the app or call us to report this damage. If the damage to the body of the car is smaller than a bank card, for example a dent or a scratch, you do not have to report this. Our fleet checkers regularly check our cars for damage and ensure that it will be fixed. 

Was the damage incurred during your trip? Click here.

The excess has been completely bought off for NS-Business Card holders. So NO excess will be charged to you, unless there is gross negligence on the part of you or a passenger. For more information, see article 12.2 of the Greenwheels general terms and conditions.

What is deductible?

If you rent a car and the car is damaged or stolen, then the deductible is that what you have to pay for a claim.

For damage during your ride, the deductible per claim is € 350. You have the option to lower your deductible to € 75 for € 4 per reservation. A deductible of € 225 applies to older contracts.

You can adjust this deductible on the Greenwheels website. You do this in your Account environment via My Profile and My subscription.

What happens if I commit a traffic violation? traffic violation?

Traffic fines are always forwarded to the driver of the car. An administration fee of € 10.00 is also charged per ticket.

Where can I find the claim form?

You can access and use the Greenwheels claim form here.

Attach the completed form to an e-mail and send it to schade@greenwheels.nl.

Need more help?

Customer service 24/7 088 2100 100