Frequently Asked Questions

GENERAL

 
What exactly is MOOV?

MOOV is a free float car rental service that you can rent per minute or daily. With this digital service you don’t have to go to rental offices, just find the closest car on the app, grab it and rent it as much as you need. You can use it how long you want and you can drop it wherever and whenever you want including our service area.

 
How do I MOOV?

MOOV is fully a digital application. You can complete your membership and contract procedure online. Choose the closest available car on the app and MOOV whenever you want. After you choose the car, click to the “Pay with Credit Card” button and the car is all yours! 15 minutes is free, for you to go and reach the car and unlock the doors. And for the keys? It’s in the glovebox of the car you unlocked! When you want to drop the car, just park it where the next driver can reach easily. And leave the car clean. You can lock the doors via the app. You must drop the car in an area convenient for the next MOOVER. Otherwise, traffic tickets can be issued for incorrect parking. Or non-use costs can occur.

 
What is a Advantageous Package?

Duration packages, advantageous prepaid packages are for users whose plans are more or less obvious. The packages have specific durations and the right to use predefined km. The payment is taken at the beginning of the rental and the invoice is issued accordingly. Toll road payments, HGS (Fast Transit System), OGS (Automatic Pass System), traffic fines are not included in the package. What happens if you exceed the package duration, km? The amount exceeded is calculated based on the standard driving time of the vehicle you drive and the exceeded km, and it is billed at the end of the rental.

 
Featured Car - Leaving At The Washing Point Task

When you see the Leaving at The Washing Point task on the vehicle card, know that the reward is big and the task is simple. Tap on the Contracted Wash Points icon that you will see on the left side of the map and check the car wash points where you plan to end your rental. Start your rental as usual, then you can use your navigation app by tapping the Washing Point icon at your destination.

When you arrive at your destination, that is within a 200 mt radius of the contracted wash point, you can end your rental as usual and get the discounts.

If you are wondering how to know if you have reached the 200 meters radius you can look at the area consisting of orange lines at the map.

You will instantly see a 30 TL discount on your rental when you fulfill your duty. Shortly after the end of your rental, we will also share with you a 30 TL discount code which is valid for 30 days.

 
Featured Car – Walking Discount

You can recognize the Featured Cars by the star icon on the round icons where you see the vehicles on the map. When you enter the vehicle card, you will see the task of the Featured Car. If your mission is to just walk into that vehicle, know that you're on your lucky day.  You will both move and get the discount. The discount will be shown when you terminate your rental with the Featured Car. This discount can be combined with other campaigns and discounts. The discount rate is exactly 10 TL of the time period of use!

 
Featured Car – Fulling Gas

You can recognize the Featured Cars by the star icon on the round icons where you see the vehicles on the map. When you enter the vehicle card, you will see the task of the Featured Car. If your task is to refuel, all you have to do is renting that car and fuel up with Taşıtmatik (free of charge) at the Petrol Ofisi stations. The discount will be shown when you terminate your lease with the Featured vehicle. This discount can be combined with other campaigns and discounts. When you complete this task, you’ll get 15 TL.
You took Featured Car with refueling task, but things did not go as planned and you couldn’t refuel, the discount will not be reflected.
Remember; not every car with a low fuel is not an Featured Car, you can recognize the task vehicles from the star icon.

 
Fuel

You can recognize the Featured Cars by the star icon on the round icons where you see the vehicles on the map. When you enter the vehicle card, you will see the task of the Featured Car. If your task is to refuel, all you have to do is renting that car and fuel up with Taşıtmatik (free of charge) at the Petrol Ofisi stations. The discount will be shown when you terminate your lease with the Featured vehicle. This discount can be combined with other campaigns and discounts. When you complete this task, you’ll get 15 TL.
You took Featured Car with refueling task, but things did not go as planned and you couldn’t refuel, the discount will not be reflected.
Remember; not every car with a low fuel is not an Featured Car, you can recognize the task vehicles from the star icon.

 
Who can MOOV?

You must be 19 years of age or older according to our general rental conditions. In addition, you must have had your driver’s license for at least one year and your citizen ID (TCKN for Turkish citizens) must be written on it. Anyone who meets the criteria mentioned can MOOV.

 
Do I need to make reservation before renting?

No reservation is needed in MOOV. All cars of your choice are available for you until the end of renting period.

 
What is the Advanced Radar feature for?

You can select the transmission type, how long you can walk to reach the car and the duration you need the car for. You just mark your choices in the tool we developed for you.

 
Filter

You can filter what type of vehicle you want to rent on the map using the filtering feature in the submenu on the main page. As the number of vehicles in the system increases inevitably, you can easily filter the vehicles that correspond to your preference.

 
Is there a time limit for using MOOV?

You pay the daily rental tariff even if you rent a car more than 8 hours. So even if you MOOV for 24 hours, you pay only the 8 hour price. The km exceeding fee is calculated according to the km exceeding data. In addition, we frequently launch daily rental campaigns. We strongly recommend you follow our Campaigns page.

 
What are the working hours of the call center?

MOOV Call Center is available 24 hours a day, 7 days a week. In addition, we have detailed FAQ page for your questions

 
Can someone else use the car I rent?

Only the registered user renting the car is allowed to use the car. Otherwise, the user shall bear the responsibility for any damage. The insurance will also be terminated in such case.

 
Can I bring my pet along?

You can have your pet with you only if they travel in a suitable travel compartment or cage. Our little friend can cause minor accidents in the absence of such cases or cages. If the car gets dirty because of presence of a pet, thorough cleaning fee will be taken from the user.

 
Is there a current discount or campaign for MOOV users?

We have collaboration with Turkcell, Zubizu, Banabak and Pegasus. The Campaigns page may be just for you. We suggest you take a quick look. The number of people who get substantial discounts is quite a lot. In addition, 15 minutes for your first rental is free with the MERHABA code. All campaigns are valid only for the duration stated. Km exceeding fees are not covered by the campaigns.

 
What is a Service Area?

These are areas where MOOVERs can start and end their rentals in Istanbul, Ankara and Izmir. You can view the map of the Service Area from the menu.

 
Can I use my rental car outside the Service Areas?

Of course you can. However, you can only end your rental within the service areas. You are also covered by our insurance outside the service areas.

 
Can I cancel my rental process?

After you press the button, you have 5 minutes to cancel without payment. If you don’t cancel within this period, the rental will begin and the 15 minutes fee will charged from you. The same conditions apply for the prepaid duration packages. The package price will be charged for cancellations exceeding the 5 minutes time limit.

 
Is there a kilometer limit in the cars?

For every 15 minutes you drive, 5 km is on us! The excess cost determined based on the car infobox is applied. There is also a certain km defined for the duration packages. When the defined km is excessed, calculation is made based on the km excess cost of the car and the total amount is invoiced at the end of the rental.

 
What should I do if I forget my stuff inside the car?

That’s why we show you a control list while you are completing the rental process. We don’t want your belongings to be lost or damaged. We do our best to remind you about your stuff. However, lost belongings is not the responsibility of us.

Call us: 444 98 59

FEES & PAYMENTS & COSTS

 
Pricing?

The pricing start from 15 minutes and it varies according to the brand, model and transmission type of the car. You can find (all the pricing information on the menu and on each car’s infobox shown on the map) 15 minute rent costs, daily costs, and additional rates for exceeding the package limits and duration package fees for each MOOV car on the map. Pricing/package will start fifteen minutes after you unlock the car doors or click on «Pay with Credit Card» button.

  

What is mid-payment?

 

When the rental time reaches 4 hours, the system automatically receives payment from the registered credit card and the invoice is sent to the registered e-mail address. An automatic payment is taken every 4 hours, and for rental times under 4 hours, the amount at the end of the rental is charged from the selected credit card. If the mid payment cannot be received, we can make an intervention remotely

 

Prices


5 km usage right is included for every 15 minutes of use in all vehicles. Km exceeding fee is 1.59 TL for each km. Similarly, 1.59 TL excess fee per km is applied when the km limit is exceeded in the Advantageous Packages. In addition, when the duration purchased in advantageous packages is exceeded, the car is used uninterrupted based on the standard 15 minute fee.


Renault Clio Manuel:

15 min: 16 TL
Daily: 384 TL (120 KM included)

Advantageous Package

1 hour / 20 KM: 61 TL
1 hour / 50 KM: 94 TL
3 hour / 60 KM: 163 TL
3 hour / 100 KM: 205 TL
1 day / 120 KM: 307 TL
1 day / 200 KM: 384 TL

Renault Clio - Automatic

15 min: 18 TL
Daily: 432 TL / (120 KM included)

Advantageous Package

1 hour/ 20 KM: 68 TL
1 hour / 50 KM: 102 TL
3 hour / 60 KM: 184 TL
3 hour / 100 KM: 225 TL
1 day / 120 KM: 346 TL
1 day / 200 KM: 422 TL

Renault Megane Automatic:

15 min: 21 TL
Daily: 504 TL / (120 KM included)

Advantageous Package

1 hour / 20 KM: 80 TL
1 hour / 50 KM: 113 TL
3 hour / 60 KM: 214 TL
3 hour / 100 KM: 256 TL
1 day / 120 KM: 403 TL
1 day / 200 KM: 480 TL

KIA Picanto

15 min: 18 TL
Daily: 432 TL / (120 KM included)

Advantageous Package

1 hour/ 20 KM: 68 TL
1 hour / 50 KM: 102 TL
3 hour / 60 KM: 184 TL
3 hour / 100 KM: 225 TL
1 day / 120 KM: 346 TL
1 day / 200 KM: 422 TL


You can benefit from the discounted prices purchasing the duration to be used with the Advantageous Package stated in the car infoboxes.

  
How do I pay?

You can only pay by credit card. Virtual cards and debit cards are not accepted.

 
Invoice

Invoices will sent to the registered e-mail address at the end of your rental. If there is any other payment related with HGS/OGS pass, traffic ticket, any damage incurred their documents issued in addition to their invoices will be sent to the registered e-mail address at the end of the renting period.

 
Payment Method

You can create a payment method by adding a credit card and an address. You can add a new address and a billing address to the current credit card or to your previously registered card. You can separate your payments according to their purpose by naming the payment methods. For example, you can name one payment method Personal covering your personal expenses and one payment method Business covering your corporate expenses. You can create as many payment methods as you wish.

 
How can I use paid roads, who pays?

MOOV Cars have HGS (Fast- Track system). You can pass across the tollhouse with MOOV. In this case you should use HGS lane , not OGS (Auto-Pass System) lane. The transit pass you will make shall be collected from the credit card along with the service fee following the MOOV. Thus, you just MOOV it.

 
I have rented a car. Do I have to pay the traffic ticket issued to the license plate?

If you violate the traffic rules, we pay the related fine. Then we charge you the traffic fine payment along with the service fee

 
What is the Provision Cost?

It is the cost of 4 hours of car use. The cancellation is fully reflected and the rental is prorated in accordance with your bank’s cancellation policy 7 days after the end of rental.

MEMBERSHIP

 
How can I be a member?

You can be a member through a totally free, online process! We want you to upload a photo of your driver’s license which has your citizen number on it. If your driver’s license doesn’t include your citizen number, you have to renew your driving licence before your membership. For the last step, you have to record a 10 seconds long selfie video telling you accept the contract. You are finished with the membership procedure after the approval process. While you shoot the video, wait 1-2 seconds at the beginning of the video before you start talking. Thus, we can hear your voice more clearly. You should not wear accessories such as hats and glasses so that we can see the face clearly.

 
Can I MOOV with my driver's license from abroad?

In addition to the photo of your driver’s license, you have to upload a photo of your passport.

 
Can I MOOV as soon as I download the app?

You can start MOOVing after you complete digital membership and our system checks approval. System checks take 36 hours on the average. We respond to you within 48 hours at the latest.

CLEANING

 
What does cleaning cover in MOOV?

It is very important for us to keep our vehicles clean. Since MOOV vehicles serve many MOOVERs throughout the day, our mats can get dusty. This may not always require intervention. We will send our field team the vehicle for inspection in line with your feedback.

 
How often are MOOV vehicles cleaned?

We determine the cleaning schedule of our vehicles in accordance with the specific number of uses and also according to your feedback.

 
Is smoking restricted in the cars?

Yes. No smoking is allowed in the cars. Since MOOV is a sharing tool, we consider all MOOVERs. We respect law, and thus we introduced restriction for smoking. If we notice a case, we issue a warning and charge an amount.

 
What should I do if I come across a dirty vehicle?

In such a case, send the images to 4449859@garenta.com.tr e-mail address at the beginning of the rental so that we can make the necessary inspections. If you don’t inform us about the dirt in the car, you may pay a detailed cleaning price. Because the next MOOVER can notify us about the dirt and it can cost an extra amount for you. It is very important that you share such cases with us on time.

 
What is the detailed cleaning cost?

The average detailed cleaning cost is up to 750 TL + KDV which is determined based on both the expenditure required for cleaning the vehicle left in poor condition.

 
In which cases is the detailed cleaning fee reflected?

If there is unhygienic condition that prevents us from travelling peacefully in our shared vehicles, we have to charge the detailed cleaning price. Intense smell of cigarettes and ash, dirt and stains in the areas where we need to touch and spilled liquids are a few examples.

DAMAGE AND INSURANCE PROCESSES

 
Are the cars insured?

All cars in the MOOV system are insured. Highway Motor Vehicles Compulsory Liability Insurance is provided by MOOV . In addition, Optional Financial Liability Insurance whose limits and coverage determined by MOOV and Catastrophic Comprehensive Insurance which include Personal Accident and Earthquake, Flood/Deluge…coverage are provided. In addition to these, there is a Mini Damage Insurance Package covering the damages estimated up to 600 TL.

 
What should I do in cases where the damage involves one party?

Mini Damage Insurance which is included in the rental price and comes into effect in case of car damages involving one party. The insurance covers the damages which are estimated maximum 600 TL. You must take photos of the accident, upload it to the MOOV and report it by calling 444 98 59 (you can press 1 to reach the number in the application) to benefit from the insurance. If the damage value is higher that 600 TL, you must submit the traffic accident report and alcohol report in full to the service determined by MOOV within 5 working days . If you meet the conditions mentioned, you will be covered by the insurance

 
What should I do in cases where the damage involves second parties?

You must fill accident report with the car owners involved in the accident regardless of the damage cost. You should put accident report, your driver’s license and other party’s documents (driver’s license, vehicle license, traffic insurance) in the glovebox.

If people cannot agree on the terms and somebody is injured in the accident, the Police must be brought to the scene of the accident. Following that, you must send the photocopies of the traffic accident report and the originals of the alcohol report as well as the documents such as driver's license and traffic insurance policy to the service requested by MOOV within 5 working days at the latest. You must also inform us by pressing 1 by calling 444 98 59. You will not be liable for the damage, if you have fulfilled these conditions, (if there is no use of alcohol which is a case not covered by the insurance) all damage costs will be covered by the insurance.

PARKING

 
Where can I park?

You should park the MOOV cars in a place where they cannot be damaged or towed. It is always one of the main tasks of a MOOVER to pick a place where the MOOV will be easily accessible for the person after you. If you leave the car parked in a parking lot, the parking fee will be covered by you. If the car stays in the parking lot for a long time the cost may be a little bit more so, we warn you on that and only to expect you to fulfill your responsibility on your part. So what does a MOOVER do to get a MOOV car from a paid parking area? They pay the fee, send the photo of the receipt to 4449859@garenta.com.tr, and we refund the parking fee they paid there. If the next MOOVER can not reach the parking lot or can not take the car out from a private site parking lot or a complex that you parked the car before, we must invoice the parking penalty fee to you.

 
How does MOOVER use the ISPARK?

All MOOVERs can use all ISPARKs (inside or outside of the service area) free of charge for MOOV vehicles. Barriers are automatically opened with a plate recognition system in open and folded ISPARK. On the roadside ISPARK, the officer is told that it is a MOOV vehicle and no matter how long the car stays in the parking lot, you can enjoy parking at no cost. Kozyatağı Sebze-Meyve Hali ve Bayrampaşa Sebze - Meyve Hali Parking Lots are ISPARK’s affiliated to İstanbul Haller Directorate and are excluded from free use due to their agreements with the General Directorate of İSPARK. In addition, Yavuz Sultan Selim Auto Parking Lot is excluded from the usage and free coverage of MOOV because it works only with subscription.

 
How to use İzelman Parking Lots?

All open parking lots, parking garage and roadside Izelamn car parks are free of charge for MOOV users whether they are within our Izmir service area or not. Underground parking lots are not covered by free use due to the limited internet access. Alsancak Full Automatic Parking Space cannot be used by the MOOV cars.

AIRPORT PASSENGERS

 
When picking up a car at the Sabiha Gökçen Airport

Choose the car that is available from the app. Your car will be waiting for you in the G28 area at the "rent a car" floor (-3rd floor, green car park) of the airport car park. With our license plate recognition system, the barriers will be opened automatically.

 
When leaving a car at the Sabiha Gökçen Airport

After the main entrance of the airport, follow the signs to the parking lot and take the parking ticket to the entrance and continue towards the parking garage. You can finish your rental in the G28 area on the -3rd floor (green car park) that you can reach by following the “Rent a Car” signs. You must be sure you drop the parking ticket that you took before, somewhere we can see easily.

 
When picking up a car at the İstanbul Airport

Choose the car that is available from the app. The car you choose will be waiting for you at the “Rent a Car” car park (“R” floor) Red car park where you can find the car park via directions at the entrance. The location of the car at the “R” floor, “Red” car park can be found easily with the description of the previous MOOVER and the photo of the vehicle. Barriers will be opened automatically at the parking exit. In case the barriers are not opened, you can get support from the staff by pressing the phone button on the machine that receives the parking ticket, indicating that you want to exit with the MOOV car.

 
When leaving a car at the İstanbul Airport

MOOV early in order to avoid any hitches on your flight. After the main entrance of the airport, you can reach the “R” floor, “Red” car park by following the “Rent a Car Delivery” signs. With our license plate recognition system, the barriers will be opened automatically. If it is not opened, you can get support by pressing the telephone button on the machine that gives parking ticket, indicating that you want to enter with MOOV car. Then you can leave your car in flat R, in a Red parking lot that you have chosen.
To share the description and photograph of the parking area where you leave the vehicle, Include the car park color and column number sharing the description and photo of the parking place where you left the vehicle.

 
When picking up a car at the İzmir Adnan Menderes Airport

Choose the car that is available from the app. Your car will be waiting for you on the Rent a Car / Car Rental floor. You can find your car’s location easily using Get Directions feature in the app.

We kindly ask you to pay the parking fee at the exit of the airport parking lot and send the photo of the parking payment receipt and your ibane number of your bank account to 4449859@garenta.com.tr mail address.

 
When leaving a car at the İzmir Adnan Menderes Airport

 Entering the airport, head towards to the Domestic Terminal and go to the Rent a Car / Car Rental parking lot. The Garenta officer will be waiting for you at the entrance of the parking lot and will open the barrier.  Make sure to leave the receipt you received in the vehicle in an easily visible spot leaving the vehicle.