Frequently asked questions

On this page we’ve gathered all the frequently asked questions. Is your question not listed?

Frequently asked questions

Everything you need to know

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GO Sharing – Updates

What will be happening with my current credit?
If you made one or more trips in 2022 in one of the cities we closed, most likely, the replacement of your credit until 12/31/2023. This only applies if your credit had not expired in November 2022.
Three years ago, we started the mission to make shared mobility a reliable and affordable alternative to having your own vehicle, as an extension of public transport. Because we wanted to offer this service for everyone, anywhere and anytime, we quickly expanded to a lot of beautiful cities in the Netherlands. The use in many cities is already far above expectations, but unfortunately in a number of others, its not there yet. As a result, it is not yet possible for us to offer the quality that we think you deserve.
We aim to return and continue with our mission to make shared mobility a reliable and affordable alternative to owning your own vehicle. However, there usage of our services in some cities hasn’t been what we had hoped for. We will continue to reassess where there is demand for our services, and we will do everything we can to come back to the impacted cities.
We will gradually move vehicles from the cities that will not remain open. This means that you may notice a decline in vehicles in the impacted cities.
  • If you have taken one or more trips in 2022 in any of the cities we have closed, you are eligible for a refund. This only applies if your credit had not expired in November 2022. For a refund, go to the application form on our website.
Eindhoven
Tilburg
The Hague
Breda
Delft
Almere
Den Bosch
Schiedam
Haarlem
Leeuwarden
Dordrecht
Groningen
Rotterdam

E-car – COVID-19

What can I do to make my ride even more safe?
As double security, you can clean all ‘touch points’ before you start your ride. This way you are extra safe on the road.
Our employees clean the cars extra often and thoroughly. We clean the entire car and disinfect all ‘touch points’ such as the steering wheel, the shift lever and the door handle.
Yes. Our employees clean all ‘touch points’ in the car extra well with disinfectants. You can also clean the car yourself before your trip.

E-car – Fines

Payment of the fine
If you have driven a traffic fine, you will receive an invoice from us. Our account number and the total amount are stated on the invoice.
If you come across a fine on the vehicle, we ask you to take a photo and email it to us. We find out who the culprit is.
Annoying. We will invoice you as soon as we receive the fine.

E-car – Damages

How is the car insured?
All GO cars are fully insured by us.
The deductible is 1000 euros. By turning on ‘insurance’ in the app, you lower the deductible to 500 euros. You pay 8 cents per minute extra for this.
No, every vehicle is fully insured through us.
Make sure everyone involved is safe and call 112 first. Then call us and fill out a claim form as complete as possible via https://www.mobielschademelden.nl/#/forms/selecteer.meld.type 
It can happen, luckily you are insured through us. It is important to complete a claim form at all times via https://www.mobielschademelden.nl.If you do not do this, we may charge the full deductible (1000 euros).
It is very important that you report any damage that is present before you drive. If you do not do this, you are responsible for all (new) damage that is present afterwards. Is it not possible to pass on via the application? Then call us. We also recommend that you take before/after photos of the vehicle yourself just to be safe.

E-car – GO Mobility Hub

I have trouble finding the GO mobility hub/a parking space
Check out our website for an extensive location description of the various locations. Still can’t figure it out? Then feel free to call us.
It is always possible that all charging stations are occupied upon arrival at a GO mobility hub. Call us to report the situation, so we know you’ve done everything you can.
Take the cable from the trunk and connect it to the charging station and the car. Then scan the included charge card and start charging. Do not forget to put the charge card back in the car.
By collecting all the cars in a number of central places, everyone can easily find the cars and you never have to search.

E-car – App usage

What is the deductible?
The standard deductible for a car is 1000 euros. This is the maximum amount you pay in case of damage. By turning on ‘insurance’ on your account you reduce the deductible to 500 euros.
You can rent a GO car for a maximum of 24 consecutive hours.
There is room for 4 people in the MINI electric. Transporting more people than the permitted number is prohibited and punishable.
If you are on the road by car, you are responsible for paying parking fees yourself. Any parking fines will always be charged to you. Our cars can only be left in the fixed parking spaces. If you can’t find the place, call us or check our website.
At the moment it is not possible to rent or reserve several vehicles at the same time.
GO cars can be found at a number of permanent (reserved) parking spaces in the Netherlands. You can only pick up and leave the car at these places.
With GO CAR sharing, your phone is the car key! With our app you can lock or open the car. Nice and easy!
It is very important that you check before every ride whether there is already damage on the vehicle. You are responsible for all damage that has occurred after you have started your ride. In addition, it is important to check the tire pressure and lighting so that you can travel safely! If you see damage and it is not possible to pass it on via the app, call us!
With GO CAR sharing you can travel between cities in a sustainable and comfortable way! With our scooters and bicycles you can easily travel to the fixed parking spaces for the cars, get in and enjoy!
If you are approved for the use of the cars, you can rent cars between 04:00 and 23:00. Outside these times you can only close a ride.
Yes. At the time of renting, we reserve an amount of €250 on your credit card. This will be automatically refunded to you after 48 hours.
No. We always deduct all car-related costs from your credit card.
Credit cards are currently the only payment method you can use to rent our cars.
Congratulations! You can now use our green minis (also called greenies). Read the rules carefully before use and make sure you have enough money on your credit card. Have fun driving!

E-car – Before launch

How does Car Sharing work?
You can hire the electric cars in our app, just like you are used to with our e-mopeds. Unlike the e-mopeds, the e-cars can’t be found throughout the city. The cars are located in different cities, on fixed stands. Here they have to be picked up and returned. Other than that, you are free to drive to any location, as long as you end the ride at a fixed hub.
Do you meet the following conditions: • Drivers license B • CreditCard • 23+  
 
Register now and be one of the first to drive! You will receive an e-mail when we start with Car Sharing.
Everywhere! Connect your phone to the car, put on your best Spotify list & go on an adventure. You’re in control! Pick up the car at one of the fixed parking spots & experience the ultimate freedom. All you have to do is make sure you end your journey at one of our fixed parking spots.

Business

Can voucher minutes and business packages be used by multiple employees?
Yes this is possible! The total credit of a business package or voucher will be added as a collective on the business account. Every employee who is added to the business account can make use of this.
Our customer service desk is available 24/7.
All e-mopeds are insured with a €500 deductible. Our business monthly packages are entirely without deductible.
Yes this is possible. When creating a business account you also have the option to pay via CreditCard and PayPal.
Yes, this is possible using the parking mode.
The standard minute prices will become active once the business credit is exhausted.
The minimum duration of the business packages is 1 year.
Vouchers remain valid for 30 days after activation. As for the business package, the 1st of the month the credit is added again and the previous month’s credit expires.
GO Business is possible in every city GO Sharing currently operates in. For all possible cities, check here: https://nl.go-sharing.com/locaties/
Yes that’s possible. You link your private account to the company account. When you or your employee take a ride, it is easy to switch between business and private.
Yes in many cases this is possible. Please send a message to business@go-sharing.nl and we will be happy to check with you.

E-car – Costs and pricing

Which payment methods are available?
At the moment a credit card is the only payment option.
There are various costs that can be charged afterwards, such as cleaning costs and traffic / parking fines. Look here for an overview of all costs.
Check our rates page to estimate your fare.

E-bike – Costs and pricing

How much does it cost to register?
Nothing! At GO Sharing, you don’t pay a registration fee.
Are you reserving an e-bike in your area? Then you have 10 free minutes to get to the bike. The minutes start from the moment you start the e-bike. When you end your ride in the app, the counter will also stop.
You can drive for €0.24 per minute, and you only pay when you use it. Our prices include maintenance, insurance and recharging. You pay for your ride, we take care of the rest.
No, you only pay for your ride. Of course, you have to follow the (traffic) rules, because fines are charged to the user.
We will accept it if it is valid in the Netherlands.
After finishing your ride you will receive the invoice by email. You can also find an overview of all your rides in the app.
Sure, you can rent business even by month. Choose what suits you. Want to know more? Contact us at business@go-sharing.nl.
It is possible with all three. However, you can only use iDEAL when purchasing a package.
The online payment is completely secure. We use the service of Adyen for this. This Dutch company is world leader in payment processing. All transactions are SSL secured. GO Sharing does not store any bank details, that is all done via Adyen.
Prices per minute are all inclusive of BTW. For business packages, prices are quoted excluding BTW.
You can buy different packages in the app.

E-bike – Registration & app usage

Can I get an invoice for my rides?
After finishing your ride you will receive the invoice by email. You can also find an overview of all your rides in the app.
Open the app, go to the menu and click on your name to see your data. The payment details can be found under the “Wallet” tab.  Need help? Let us know at support@go-sharing.nl!
No, it is even considered a criminal offence. Your account is linked to your personal information which means that only you can drive.
The e-bike starts via our app. Check your internet connection and try again. Is it still not working? Then please contact support@go-sharing.nl
The map in the GO Sharing app shows all available e-bikes. Find an e-bike near you and click the green “Reserve” button. You have 15 minutes to get to the e-bike!
If you have reserved an e-bike with the app, click the “Rent” button in the app to start your ride. Are you standing directly next to an e-bike without a reservation? Don’t worry, you can scan the QR-code.
When you open the app, click on the profile icon on the right side and register your phone number. Be aware! Your number is verified with a code, so use the phone number that corresponds to the phone you installed the app on. Follow the further steps: – Fill in your information. – Follow the steps to verify your driver’s license. Within a few minutes you will receive a text message. – Add your payment method. – Want to start a ride? Search the map for an e-bike near you. – Click on the e-bike and press ‘reserve’. – Walk to your e-bike within fifteen minutes. – Scan the QR code or click ‘start’ in the app. Enjoy the ride!

E-bike – Conditions

Can I also ride the e-bike without having added my driver’s license?
No, you will have to add your driver’s license first in order to have access to thousands of e-scooters and e-bikes.
From the age of 16 you can already drive with our GO Sharing e-bike. The service is available to anyone with a valid drivers license.
No, this does not yet apply in the Netherlands. Keep an eye on our socials and website for any possible changes.
All e-bikes are third-party insured, with a deductible of €500. Our business monthly packages are entirely without deductible.
Your entered personal data is stored in a secure manner. All personal data is encrypted and stored on secure servers that are continuously backed up. These servers are located in Frankfurt am Main (Germany) and are operated and maintained by the global professional server infrastructure company Amazon Web Services (AWS).

E-bike – After your ride

Where can I park the e-bike?
The e-bike can be parked anywhere within the blue area. We call this our “service area”. We ask you to be considerate of the rules and your surroundings. Make sure that:
– You do not cause any inconvenience by parking your e-bike. – You park in a location where bicycles are allowed. – Your e-bike is standing firmly and upright on its stand. – Do not leave the e-bike leaning against anything. – Do not park the e-bike on the road itself. – You do not block any entrance or exit.
Click ‘END’ in the app, and the e-bike will automatically turn off. This will end your ride. Please note that within the light blue area you can end your ride anywhere. We call this blue area the ‘service area’. Outside the service area, you cannot end your ride, but you can (temporarily) park. If you park (temporarily) outside the service area you will only from €0,15 per minute for parking costs. Please make sure that you do not cause any inconvenience by parking your e-bike. We ask you to be considerate of the rules and your surroundings.

E-bike – During your ride

How do you count the minutes I drive?
Are you reserving an e-bike in your area? Then you have 10 free minutes to get to the bike. The minutes start from the moment you start the e-bike. When you end your ride in the app, the counter will also stop.
The e-bike can be parked anywhere within the blue area. We call this our “service area”. We ask you to be considerate of the rules and your surroundings. Make sure that:
– You do not cause any inconvenience by parking your e-bike. – You park in a location where bicycles are allowed. – Your e-bike is standing firmly and upright on its stand. – Do not leave the e-bike leaning against anything. – Do not park the e-bike on the road itself. – You do not block any entrance or exit.
Our e-bikes can reach a maximum speed of 25km/h.
Sure, you may use your e-bike anywhere. Please note that outside the service area you cannot end your ride. Parking is of course possible, for which you pay from €0.15 per minute.
Wherever a bicycle is normally allowed, both inside and outside our main service area. Please note our different areas: – Blue service area: You can both ride here and finish your ride. – Red service area: You may ride here but you may not finish your ride. – Outside service area: You cannot finish your ride, but temporary parking of your e-bike is possible.
No, you can drive as long as you want. You pay by minute! Of course, pay attention to the capacity of the battery.
No, this is not possible because the e-bike does not have a luggage carrier.
Our e-bikes are 24/7 available in most locations.
When you open the app, click on the profile icon on the right side and register your phone number. Be aware! Your number is verified with a code, so use the phone number that corresponds to the phone you installed the app on. Follow the further steps: – Fill in your information. – Follow the steps to verify your driver’s license. Within a few minutes you will receive a text message. – Add your payment method. – Want to start a ride? Search the map for an e-bike near you. – Click on the e-bike and press ‘reserve’. – Walk to your e-bike within fifteen minutes. – Scan the QR code or click ‘start’ in the app. Enjoy the ride!

E-bike – What if..

What if I have never driven an e-bike?
Our e-bikes are available for everyone with a drivers license. Never driven an e-bike? Then it is advised to try this in an open space, before you start making your first metres on our e-bikes. The use of the e-bikes is always at your own risk.  
Hopefully that will never happen! If this is the case, take photos in a respectful manner if possible and send this, together with an accompanying text and a claim form, to support@go-sharing.nl

E-car – Conditions

E-car – After your ride

Do I need to deliver the car with a full battery?
You do not have to return the car with a full battery. By charging the car when returning to the GO Mobility hub, the next user can quickly set off with a charged battery.
We like it if you put the car on the charger after your ride, so that the next user can go on the road with a full battery. Call us if there are no more charging stations available, and we will send someone to exchange your car with a charged one at a later time.
You don’t have to clean the car, as long as you return it in the same condition as when you received it. Do you throw waste? Then you run the risk of a cleaning fine. If a car already starts dirty with you, it is important to let us know.

E-car – During your ride

Can I smoke in the car?
It is strictly forbidden to smoke our cars. If you do, we will charge a cleaning fee.
It is strictly forbidden to bring pets in our cars. If you do, we will charge a cleaning fee.
No, only you as the main tenant may drive the vehicle. Other persons are not insured.
The range of the car strongly depends on your speed and the outside temperature. On a summer day you can drive about 150 km with a full battery. You can always charge on the go with the included charging drop.
You can charge at all public charging points in the Netherlands by connecting the charging cable (in the trunk) to both the charging station and the car. You can then scan the charge card and the car will start charging.
Empty = empty. If the car is almost empty, you should quickly look for a charging point via https://www.charge-it-up.com/MTc. If the battery reaches 0%, the car can no longer be driven and must be towed. You as a user pay the costs of this (600 euros).
You lock the car by clicking on ‘parking mode’ in the GO app. Make sure all windows and doors are closed before using the button. You only pay 15 cents per minute in ‘parking mode’.
The right hand pointer on the dashboard indicates how full the battery is. In addition, you can always see on the screen at the top right how far you can (approximately) drive. Do you have to charge to reach your final destination? Then go to https://www.charge-it-up.com/MTc and use the included charge card to charge the car. We pay the electricity costs. You do not have to return the car charged, as long as you charge the car on the ‘GO mobility hub’.
You start the car by pressing the brake pedal with your foot and pressing the start/stop button at the same time. When the pointer on the dashboard points to ‘ready’, the car is on. You can then drive away by putting the shift lever on D (drive).
Be smart, be quick, but don’t be hasty, even with GO. Follow the traffic rules while driving. Our cars are full of sensors and GPS. We always contact the police in the event of dangerous driving or speeding violations.
You may only leave the car in the special parking spaces on ‘GO mobility hubs’. View all locations and descriptions on our website. Are you stuck? Feel free to call us
You can park in all legal parking spaces, as long as you pay the parking fee yourself. Any parking fines will always be charged to you.
You can drive anywhere, provided it is in the Netherlands and you return the car neatly to one of our permanent parking spaces

E-car – Registration

What is the minimum age required?
To rent our cars you must be at least 23 years old
We will get started with your application. In the meantime, you can do nothing but wait quietly and keep an eye on the application. We try to process your request within 72 hours. Do you want to be fully prepared? Check out the instructional videos on the website!
We will get started with your application. In the meantime, you can do nothing but wait quietly and keep an eye on the application. We try to process your request within 72 hours. Do you want to be fully prepared? Check out the instructional videos on the website!
For Car Sharing you must meet the following requirements: At least 23 years old, in possession of a driving license and no damage history with GO Sharing. You were probably disapproved for one of these reasons. Did we make a mistake? Please contact us and we will solve it!
We share our cars with the whole GO Sharing family, including you. Because of this it can sometimes take a while before you are admitted, after all we want everyone to have the time to get acquainted with our cars.
You can easily register via the registration form on the website. We will then check whether your account meets all the conditions and keep you informed.

E-moped – 45KM/H

How can I see if the e-moped I reserve in the app can drive 25 km/h or 45 km/h?
In the app, you can see the difference between the e-mopeds by looking at the icons. The vehicles with a maximum speed of 45 km/h are indicated by the icon with the number 45. The 25 km/h e-mopeds are indicated by the regular icon.
No, this is not allowed, unless stated otherwise. When you ride a 45 km/h e-moped, you need to drive on the main road. The road signs indicate when you need to drive on the main road and when you are allowed on the cycle lanes.
The faster shared e-mopeds are intended for longer distances. To stimulate this, there is an unlock-fee.

E-moped – Registration & app usage

How do I change my personal information?
After signing up, click on your name. Here you can see your personal details and you can change them. The payment details can be found under the tab “Wallet”. If you need help, let us know via info@go-sharing.nl.
The e-moped can be started and stopped through our app. That is why our e-mopeds have an extra security system, a start and stop system.   If you see ‘Ready’ appearing in the dashboard, you can just drive away as usual. Is the ‘Ready’ sign off? First make sure that the stand is folded down, then you can press the ready button. You can find this button at the bottom, right next to the emergency lights button on your right hand. You can now start the e-moped.    Are you still unable to start the e-moped? Please contact our costumer support via support@go-sharing.nl.

E-moped – During your ride

How far can I go with a full battery?
Fully charged, the e-moped can reach more than 70 kilometres. However, the battery percentage declines faster in certain weather conditions or when there are two people on the e-moped. Is the battery almost empty? You can always switch to another scooter nearby to reach your destination. We charge our e-mopeds all the time so you can complete your trip! 
Wherever you are allowed to go with a normal moped! You can drive both inside and outside of our service area. However, be aware of our service areas:   – The green service area: You can drive within this area – The red service area: You can drive here but you can’t end your ride in this area – Outside the service area: You cannot end your ride here, but you can park temporarily.
No, this is forbidden by law. You are the only one who can make use of our service with your own account. Your GO Sharing is linked to your personal data as well as your drivers license. If someone else wants to drive too, they have to create their own account.  
No, there is not. You can drive as long as you want, because you are paying per minute.  Of course, pay attention to the battery percentage. Make sure you do not drive up to a 0% battery, but pick up another moped nearby on which you can continue your journey. GO Sharing takes care of charging the batteries in the service area.  
Yes, there is the possibility to travel with someone on the back of the e-moped. Please keep in mind that the maximum weight the scooter can carry is 160 kg.
Our e-mopeds are 24/7 available. In Groningen our e-mopeds are available from 06:00 – 01:00.  
Yes, you can use your e-moped anywhere that local laws allow. Please note that you cannot end your trip outside of the service area. However, temporary parking is available outside of the service area as well.   For parking, you pay € 0.15 per minute.    
Our e-moped can reach a maximum speed of 25 km per hour. 

E-moped – After your ride

Where am I allowed to park the e-moped?
The moped can be parked anywhere within our light green area. We call this the ‘service area’. We ask you obey the rules and to take your environment into account. So treat it as if it is your own property. Make sure that: – You do not cause any inconveniences when parking your e-moped. -You park at a location where mopeds and/or bicycles are allowed. -Your e-moped stands steady and upright on its standard. -You do not let the e-moped lean against anything. -You do not park the e-moped on the road. -You are not blocking either an entrance or an exit.  
Fully charged, the e-moped can reach more than 70 kilometres. However, the battery percentage declines faster in certain weather conditions or when there are two people on the e-moped. Is the battery almost empty? You can always switch to another scooter nearby to reach your destination. We charge our e-mopeds all the time so you can complete your trip! 
After signing up, click on your name. Here you can see your personal details and you can change them. The payment details can be found under the tab “Wallet”. If you need help, let us know via info@go-sharing.nl.
Click on ‘END’ in the app and the e-moped will switch off automatically. This will end your ride. Note: your ride can be ended anywhere within the light green area. We also call this green area the ‘service area’.  You cannot end your trip outside the service area, but you can of course park (temporarily).     We ask you to obey the rules and take your environment into account. So treat it as if it is your own property. Make sure that:   – You do not cause any inconveniences when parking your e-moped. -You park at a location where mopeds and/or bicycles are allowed. -Your e-moped stands steady and upright on its stand. -You do not let the e-moped lean against anything. -You do not park the e-moped on the road. -You are not blocking either an entrance or an exit.  

E-moped – Costs and pricing

How much does it cost to register?
Nothing! Because at GO Sharing we don’t have any registration costs.
 After your ride you will automatically receive an invoice by e-mail.
There are several possibilities to rent our mopeds for business. Contact us via business@go-sharing.nl.
The online payment is completely safe. We use Adyen’s service for this. This Dutch company is a worldleader in the processing of payments. All transactions are SSL secured. However, GO Sharing does not store any bank details, this is all done via Adyen.
The prices per minute already includes VAT. But, for business packages the prices are mentioned without VAT.
There are a different packages in the app that you could buy.
No, you only pay per minute and there are no additional costs. You must, of course, obey the (traffic) rules, because fines are passed on to the user.
Prices start at €0.24 per minute and at GO Sharing you’ll only pay while using the e-moped. Our prices include maintenance, insurance and the battery. You pay for your ride, we do the rest!
Do you want to make a reservation for an e-moped in your area? You will have 10 free minutes to get there and start the e-scooter. Your paid minutes start counting from the moment you start the e-moped. When you end your ride in the app, the timer also stops.  
There are three ways to pay. You can pay for our packages with a CreditCard, PayPal or iDeal account. If a package does not suit you and you would like to pay per minute, it’s only possible with a CreditCard.
Yes, all payment options maintain possible. However, the payment methods are linked to different usage of driving minutes.
If the debit card is valid in the Netherlands, we will accept it. It is now also possible to pay via PayPal, an online, secure and global payment system. 

E-moped – Conditions

What is the minimum age to ride a GO Sharing e-moped?
From the age of 16 you can already drive with our GO Sharing e-moped. The mopeds are super easy to drive and the service is available to anyone with a valid drivers license.
With a drivers license B (car), drivers license A (motorcycle) or driviers license AM (moped) you can use our service.
All e-mopeds are covered by third party liability, with a deductible of € 500. Our monthly business packages are completely free of deductible.
The personal data you have entered is stored in a secure manner. All personal data is encrypted and stored on secure servers that are continuously backed up.  These servers are located in Frankfurt am Main (Germany) and are managed and maintained by the global professional server Infrastructure company Amazon Web Services (AWS).  
No, don’t worry, you don’t need to wear a helmet. That is because our e-moped drive 25 km per hour. For our 45 km/h you have to wear a helmet.

E-moped – What if…

What if I have never driven an e-moped?
Our e-mopeds are available for everyone with a drivers license. Never driven an e-moped? Then it is advised to try this in an open space with half power, before you start making your first metres on our e-mopeds. The use of the e-mopeds is always at your own risk.  
Hopefully that will never happen. If this is the case, take photos in a respectful manner if possible and send this, together with an accompanying text and a claim form, to support@go-sharing.nl
Our e-moped can reach a maximum speed of 25 km per hour. 

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