FAQs for Drivers

Getting started

How do I register?

You can sign up using your Facebook profile,  Google account, Apple ID (for IOS users only) or any email account. Once your account has been created, your identity will be verified via your mobile phone. During your first booking, we’ll guide you through the approval process: you’ll be asked for your driving license information so that we can verify your identity and eligibility to use the service. Make sure you do not enter other people’s details, otherwise, your account will be blocked and could also result in legal actions.

What are the requirements to be a driver?

To become a driver you should:

  • have a driving experience of at least 3 years
  • register on the app with your real identity and address (provide an ID document)
  • have a driving license valid  in the country of your trip
  • have a valid payment method for your booking
  • have provided a valid telephone number and email address 

What do I have to do before I start driving?

Before traveling safely, make a quick check on the condition of the vehicle and that the parameters are in line with what is indicated in the vehicle description.

Is my personal information shared with anyone?

Your name is visible to the owner. We do not share your personal information (such as an uploaded driving license) with owners or any other third parties. Volvero protects your personal data and uses it only to verify your profile and make sure you are eligible for driving a vehicle of your choice.

How is my driving score calculated?

Your driving score is based on reviews of owners from whom you rented a vehicle and on your driving behavior. We analyze the driving behavior based on several factors such as braking style, respect for speed limits, and dangerous behavior on the roads. This way Volvero promotes responsible driving and does its best to make roads a safer place.

Delay, extension and cancellation

What to do in case of return delay?

In case of a delay in returning the vehicle, you can ask the owner to extend the sharing period. Otherwise, contact Volvero assistance who will guide you in the correct procedures to protect you and the owner of the vehicle.

Am I charged for the delay in the return of the vehicle?

In case the extension of the rent is not possible late drop-off fees are applied depending on when the vehicle is delivered back. 

The first 20 minutes of the delay are free of charge. Every consecutive hour has a cost of 15€.  If the owner does not hear from you within 24 hours they may submit a theft report to the authority.

Can I extend the rental period?

Yes, to do so you have to request an extension from the owner in the app. The extension is valid only if the owner accepts it. In case the owner denies the extension, you should return the vehicle at the previously agreed time.

What if I want to cancel the trip immediately after taking the car?

If you want to cancel the booking of your trip shortly after leaving, contact Volvero customer service to find out the correct procedures to perform. Please note that no refund is possible.

Damages, accidents and theft

How do I check pre-existing damages?

Checking the condition of the vehicle is highly recommended when picking up the car; specifically, the driver must ensure that the conditions of the vehicle are in line with the description of the same loaded by the owner. In the event of pre-existing damage not identified at the time of the check, the driver will take care of reporting the damage to the Volvero team via the app. The Volvero team will check the pre-existence of the damage and guide the user in the procedure.

What to do if the car doesn't seem safe before starting the rental?

Remember, always check the condition of the vehicle before starting your trip; if the vehicle does not comply with the conditions described on the vehicle card, contact the owner for further clarifications. Volvero assistance service is always available in case of problems with vehicles.

What to do in case of an accident, theft, damage or need of roadside assistance?

In case of an accident, contact the Volvero service center immediately. We will show you the correct procedure to follow in a simple and safe way to better protect our users. Please, refer to the insurance page to see complete terms & conditions.

What to do if the car was dirty or damaged before the start of the rental?

Remember, always check the condition of the vehicle before starting your trip; if the vehicle does not comply with the conditions described on the vehicle card, contact the owner for further clarifications. Volvero’s assistance service is always available in case of problems with vehicles.

What happens in the event of theft?

In the event of theft or attempted theft of the vehicle, contact the Operations Center at +393494373097 by telephone to request the dispatch of a Roadside Assistance vehicle. 

Please, refer to the insurance page to see complete terms & conditions.

Damages: how am I responsible?

Europ Assistance undertakes, within the limits of the maximum limit of € 300.00 for Vehicles with an engine capacity of up to 1.6 ccs of power and € 500.00 for Vehicles with an engine capacity of over 1.6 ccs of power, to indemnify the Insured for the pecuniary losses deriving from the increase in the class to which the Vehicle belongs (bonus/malus) following a road accident with negligence or partial negligence (to the extent of 50%) of the driver of the Vehicle, authorized to drive the same by the Policyholder during the period of validity of the insurance coverage. Please, refer to the insurance page to see complete terms & conditions.

What happens if the driver has an accident?

In the event of immobilization of the Vehicle due to a breakdown, accident, misfuelling, or low battery, contact the Operations Center by telephone to request the dispatch of a Roadside Assistance vehicle which will tow the vehicle from the location of the immobilization:

  • to the nearest Europ Assistance authorized service center;
  • to the nearest manufacturer’s service center or to the nearest repair station;
  • for accidents occurring in Italy only, to the point indicated by you, provided that it is within 50 kilometers (round trip) of the location of the breakdown.

You are entitled to request Roadside Assistance if your Vehicle is immobilized in such a way that it is unable to move independently. Europ Assistance will provide Roadside Assistance:

  • up to the destinations listed above, for accidents occurring in the territories listed in the T&C of the insurance policy that can be found here.

Please, refer to the insurance page to see complete terms & conditions.

Rental details

What vehicles can I rent?

At the moment you can rent cars, SUVs, motorcycles, and camper vans. Just make sure you have a valid driving license for the chosen vehicle!

Where do I have to pick up the vehicle?

The place of pick up of the vehicle is agreed on by the driver and the owner at the time of a booking based on their needs.

What is the procedure to return a vehicle?

At the end of the sharing period, the driver should return the vehicle in the same condition and with the same level of fuel as when they picked it up to the place agreed with the owner. At the delivery of the keys back to the owner, the driver should confirm on the app that everything went smoothly.

Where do I have to return the vehicle to?

The place of return of the vehicle is established by the driver and owner at the time of sharing based on their needs.

Can I add a second driver?

At the moment, Volvero does not allow the addition of a second driver.

How many consecutive trips can I make with the same owner?

There is no limit to the number of reservations you can make with the same owner. 

What are the minimum and maximum duration of a trip?

At the moment the minimum travel period is 24 hours, while the maximum duration is 28 days.

Cleaning: Am I responsible for the cleanliness of the vehicle?

The car must be returned in the same condition in which it was received. The car must be kept with the same care as your own car. If the car is left in poor condition, you may be asked for a service fee of up to 300 euros.

Fuel: Do I have to refuel myself?

The vehicle must be returned with the same level of fuel as at the time of delivery. In the event of a slight difference in fuel, we encourage the owner and the driver to adjust this process themselves. The owner may charge you for the cost of the fuel needed to reach the same level as at the time of collection.

Is it possible to use a vehicle to go abroad?

Volvero doesn’t impose geographical or territorial limits, and it is possible to go all around Europe as long as the owner allows taking their vehicle abroad, and the timing is respected. 

You cannot go abroad in case the owner doesn’t allow international travel with their vehicle.

Volvero’s Peace & Safety Insurance works differently for Italy and other countries, so be sure you have checked all conditions beforehand.

Payments, Fees and fines

How much does it cost?

The price you see on the vehicle’s card in the app is the final one except for insurance coverage excesses.

When do I have to pay for the booking?

You pay immediately upon the booking of the vehicle. If the owner declines the booking, you will be refunded the total amount you’ve paid. If the trip duration is extended, the cost will also be recalculated and charged.

How do I pay for the booking?

Payment for the reservation can be made exclusively by credit/debit card that you have registered in the app.

Fines: What should I do if I am fined?

The driver is responsible for all fines incurred during the trip. If the owner is notified of a fine after the journey has ended, the owner must immediately report the fine via the online reporting functionality on the Volvero website and send the report to customer service. The customer service will check the details of the report and contact the driver.
Once contacted by customer service, if the driver does not pay, having accepted the Terms of Use during registration, you authorize Volvero to charge the amount due to the payment method you used during the booking.

Are there penalties for delays and undeclared fines?

Volvero reserves itself the right to deduct from the form of payment indicated at the time of registration the sum necessary to cover any undeclared fines or penalties that have not been correctly paid in case of delay or unexpected scenarios, in accordance with the service regulation.

Insurance

Are my friends covered if they drive?

The driver of the vehicle must correspond to the person who made the booking. Volvero certifies its drivers to ensure maximum safety for all members of the community and to better protect its owners.

What kind of coverage does Volvero provide?

Volvero’s Peace & Safety Insurance, designed in collaboration with Europ Assistance, provides legal assistance, roadside assistance, and coverage of some damages to vehicles registered in the system. Please, refer to the insurance page to see complete terms & conditions.