Wanna find answers to your questions? That’s the right place!
How can I use the media system of the respective car?
The best way to do this is to connect your smartphone via Bluetooth to the respective vehicle. Depending on the vehicle and availability, you can now use the vehicle's hands-free system and play music over the vehicle.
What do I do if my smartphone runs out of battery?
Since the vehicle reservation as well as the opening of the vehicle always works via smartphone, please make sure that your smartphone has sufficient battery power. Should it happen to you that your smartphone battery runs out during a journey, please call our service line +41 44 500 3434, e.g. from a borrowed phone, to block a vehicle after your journey.
What do I do if my smartphone has no reception?
You can open or close our vehicles even if the mobile phone reception is poor or no, because our system is based on Bluetooth.
How do I start charging the electric vehicle?
Use the charging card (located in the glove compartment) to unlock the charging station. Then take the charging cable out of the trunk and connect the vehicle to the charging station. Please make sure that the charging process actually starts. This can be seen on the display of the charging station.
How am I insured with CARLA?
You are fully insured in the event of a claim with liability, hull and passenger insurance. The detailed conditions can be found on the website.
How high is the deductible in the event of damage?
The deductible is a maximum of CHF 1,500 per claim. Surcharges may exist for new and young drivers. Please note that in case of grossly negligent behaviour on your part, the insurance company may take recourse.
I have found an object in the vehicle - what should I do?
Leave the object in the vehicle, our staff will take care of it. If the item is important or valuable in your eyes, please contact our Service Line at +41 44 500 3434.
I left something in the car. What must I do?
As long as the reservation has not been completed, you can reopen the vehicle with the CARLA app and take out the item, and immediately after a completed reservation, you can briefly reserve the vehicle again and take out the item. If you do not notice the loss until later, please call our Service Line on +41 44 500 3434, we cannot guarantee that we will be able to find your belongings, but we will do everything we can. The processing tariffs for this are laid down in the tariff regulations.
Is an amount reserved on my credit card each time I use it?
No, no amount is reserved on the credit card.
How is the payment made?
The membership is free of charge and you only pay for rides that you book. The travel costs incurred will be charged to your credit card at the end of the month. If your credit card cannot be charged at the end of the month, an invoice will be sent to you.
Can I attach attachments to a CARLA vehicle?
No, in principle it is not permitted to attach things like roof racks, snow chains or a trailer coupling to a CARLA vehicle. Incorrect selection or installation could damage the vehicle.
Can I transport animals in a CARLA vehicle?
No, that's not allowed.
Can I travel abroad in the CARLA vehicle?
Trips to neighbouring countries are permitted. If you want to travel further away, please send an email to firstname.lastname@example.org with your travel plan so that we can approve it (travel to certain countries is excluded from the insurance).
Important to note: The vehicle may not be driven by a person domiciled in the EU outside Switzerland/Principality of Liechtenstein. Any transfer to a person resident in the EU for journeys outside Switzerland/Principality of Liechtenstein is also prohibited. Please note that failure to comply with this regulation may result in legal consequences, including the confiscation of the vehicle. All resulting tax, customs, administrative and other costs and expenses will be charged to the user and are to be borne by him. Culpable violations of a provision or culpable non-fulfilment of a provision according to the above sub-sections by the user entitle CARLA, after a demonstrable warning, to immediately block the user without time limit. Claims for compensation are excluded in such a case.
Can I park in a chargeable zone?
Yes, the costs are to be borne by you.
The designated car sharing parking space is occupied when I return. What must I do?
Try to find a nearby parking lot with parking permission. Otherwise please call our Service Line at +41 44 500 3434.
Do I need to return the CARLA vehicle to the pickup location?
Yes, CARLA's got fixed rentals. The vehicle must be returned to its original parking space at the end of the booking.
Do I have to charge a vehicle with electric drive?
If you return an electric vehicle, always connect it to the charging station at the stand - the next user will thank you for it. If you need to charge on the road, you can use the charging card which is located in the glove compartment. You can find the available charging stations in the CARLA App. If the vehicle is not connected to the charging station after you return it, we will charge a fine according to the tariff regulations.
How do I use the fuel card?
You will find the fuel card and the required PIN code in the glove compartment, together with the other vehicle documents.
At Shell petrol stations with shop:
Depending on the type of fuel required, choose a free fuel pump. Gas up the car. Remember the gas pump number. Go to the shop, give the column number and insert the card into the reader. You may be asked for the mileage of the vehicle or you may have to type it in the reader yourself. Then you have to enter the PIN code. This concludes the fuelling process.
At Shell petrol stations without a shop:
Select a free petrol pump depending on the type of fuel required. Insert the card into the fuel dispenser and follow the instructions of the dispenser. Then you have to enter the PIN code. Fuel the vehicle. This concludes the fuelling process.
Do I have to refuel a vehicle with a combustion engine?
If the fuel level drops below a quarter, you must stop and refuel at a Shell or Agrola contract filling station before returning the vehicle. This is free of charge for you thanks to the fuel card. You can find the available gas stations in the Shell app (for iOS and Android). If you return the vehicle with a fuel level of less than a quarter, a fine will be charged according to the tariff regulations. Please do not fill up with premium fuels and try to avoid motorway filling stations, as our offer is designed for standard fuels. Please pay attention to the information in the fuel cap, with which fuel the vehicle has to be filled You will find the PIN for the fuel card in the vehicle documents. You'll find the gas card in the glove compartment. The fuel card is also valid abroad - provided you have registered your international journey with the Service Line in advance.
What do I have to do at the end of the journey?
Park the vehicle in the reserved parking space and switch off the operational readiness if necessary. Make a short inspection and close the vehicle with the CARLA app. Make sure you don't leave anything in the vehicle. Important: if you return an electric vehicle, always connect it to the charging station at the stand - the next user will thank you for it.
What do I do if the vehicle is dirty or has little fuel?
Basically the vehicle should be clean and at least 25% fuelled. In case of need please contact the Service Line at +41 44 500 3434.
Do I have to clean the CARLA car?
The cleaning of normal dirt is done periodically and you do not have to worry about it. If you have had an accident and the vehicle has been soiled by you, we ask you to clean it - the next tenant will thank you. Otherwise you will be charged the costs for the necessary cleaning according to the tariff regulations.
Can I park my private vehicle in the parking space of the CARLA vehicle?
Yes, but only for the duration of your rent. Make sure you put a note behind the windshield that shows that you are currently driving a CARLA vehicle.
Can I smoke in the CARLA car?
Can I interrupt and resume the journey?
Anytime. To do this, you close and open the vehicle with the button of the CARLA app.
Can I return the vehicle earlier?
Anytime, but there will be no refund for the booked time.
My car has broken down. What should I do?
Please call our service line at +41 44 500 3434.
I was in a car accident. What am I to do?
First and foremost, the welfare of all involved and the securing of the accident site is the main focus. Therefore, keep calm, secure the scene of the accident (hazard lights, breakdown triangle), rescue any injured and take them out of the danger zone. Provide first aid and telephone the police (117). Under no circumstances give an acknowledgement of debt, as this could lead to the loss of insurance cover. In any case, it is your duty to note down the name of the other party involved in the accident or the owner of the vehicle and the registration number and to send us a written accident report immediately. Then call our Service Line on +41 44 500 3434.
I am late and will not be able to return the vehicle in time. What do you want me to do?
First try to extend the reservation via the CARLA-App. If there is no subsequent reservation, this is possible without further ado. If this is not possible due to another reservation, please call our service line immediately at +41 44 500 3434. Note that in this case the tariffs for late return are due.
Can someone else drive the vehicle during my reservation?
No. Only active CARLA customers may drive the vehicle.
What should I consider when making a reservation?
You can reserve available CARLA vehicles at any time. Make sure that your reservation is long enough for the planned trip, so that the vehicle is back at the location in time - the next user will thank you for it!
The CARLA vehicle is not at the station at the time of pickup. What am I to do?
Please contact our Service Line at +41 44 500 3434, which will try to solve the problem. If the vehicle is not available for any reason, the Service Line will change or cancel your booking to the next available vehicle.
I have reserved a vehicle, but I can't find it. What am I to do?
If you can't find the car in a large parking lot, use the CARLA App to turn on the headlights. This function appears in the course of the "Open vehicle" procedure. If you still can't find it, please call our Service Line on +41 44 500 3434.
Can I use the vehicle before the reservation starts?
No, we're afraid that's not possible.
How do I open, close and start the car?
For this you use the CARLA App. By pushing up the "Open" button, the vehicle opens. In the same way you can close it again at a stopover or at the end of the journey. If you have a problem opening or closing the door, please contact our Service Line on +41 44 500 3434.
What do I have to pay attention to when driving?
Check the vehicle for damage before starting the journey. Adjust the seat, steering wheel and mirrors to your needs. In winter, make sure that all windows are de-iced and that there is no large amount of snow on the vehicle - otherwise this will lead to a sensitive bus. If you are using an electric vehicle, disconnect the charging cable and store it in the trunk. Check the charge level before starting the journey. In case of problems please contact our Service Line at +41 44 500 3434.
I have noticed a damage to the vehicle before starting the journey. What must I do?
You can view previous damage to a vehicle via the app. If the determined damage is already entered, you do not have to do anything else. If you discover a new damage, please report it directly via our app when you open the car or to our service line at +41 44 500 3434. Please inform us about damages, inside and outside!
Is the green insurance card (abroad) in the CARLA vehicle?
A green insurance card is absolutely not necessary.
Do the vehicles have automatic or manual transmissions?
Most CARLA vehicles are equipped with an automatic transmission, but there may also be vehicles with manual transmission. This is displayed when selecting a vehicle.
Where is the breakdown triangle, first aid kit and safety vest in the CARLA vehicle?
You will find the breakdown triangle, first aid kit and the safety vest in the boot of the CARLA vehicle.
Where is the vehicle registration document in the CARLA vehicles?
The vehicle registration document is located in the glove compartment of the vehicle documents.
Which vehicles can be booked?
Currently BMW i3 or BMW 2 convertibles can be booked. For drivers over 25 years of age, BMW i8s are also available. The actual vehicle offer depends on the current booking situation
Can I choose a different return location?
No, for all reservations the vehicle must be returned to its original location at the end of the journey.
Where are CARLA's current locations?
You can find the current locations in the app.
What is the shortest and longest usage duration?
The shortest usage time is 30 minutes and the maximum usage time is 3 days. If you would like to make a reservation beyond that, please send us an e-mail to email@example.com.
Can I cancel a reservation?
Reservations can be cancelled free of charge up to 3 hours before the start of the booking. Thereafter, the fees according to the tariff regulations will apply.
How can I reserve a vehicle from CARLA?
Reservations can be made either directly from the CARLA App, or via the website www.carladrives.ch. Reservations are also possible for a fee according to the tariff regulations by calling our Service Line +41 44 500 3434.
How is the price of a ride with CARLA determined?
CARLA offers you different models, which are displayed transparently in the app. The prices depend on various factors such as booking duration, vehicle type and kilometres driven. We do everything to ensure that you always benefit from the best price.
What is included in the fare?
CARLA's prices include everything for you - vehicle rental, fuel or electricity, insurance, Swiss fees and vignette.
What costs are incurred?
The costs incurred will be charged in accordance with the current tariff regulations. The details can be found on the web page.
I committed a traffic violation and got a bus ticket. What happens now?
Administered traffic violations and resulting fines are to be borne by the causer/user. Please pay any parking fines directly within the set time limit. Unpaid parking and other buses are forwarded to CARLA, who is obliged to pass on the data of the respective user to the authorities. The fine will then be sent to you directly by the responsible authority and you will have to pay it directly. In this case CARLA will charge a handling fee according to the current tariff regulations.
Are there any offers / special conditions for companies?
CARLA successfully provides mobility solutions for numerous companies of all sizes. Inform yourself on www.carladrives.ch, fill out the form and send us your inquiry without obligation. A CARLA employee will then contact you immediately.
How can I use CARLA for business trips?
If your company offers you the possibility of business trips via CARLA, a button will appear in the app that allows you to specify the purpose of the trip. Here you can also specify the start and destination of your trip if you wish. You will receive documentation of your business trips at the end of the month on request.
I can't remove the charger cable. What must I do?
Please check if the vehicle is unlocked. The charging cable can only be removed when the vehicle is open.
Where can I charge an electric or hybrid vehicle?
There is a charging card in the vehicle, which you can use to start the charging process at many charging stations. You can find the available charging stations in the app NewMotion, available for Android and iOS.
How do I end the charging process of the electric vehicle?
Disconnect the charging cable from both the charging station and the vehicle and stow it in the trunk.
How long does it take to charge the BMW i3?
This depends on the capacity of the charging station. The charging time to 80% of the battery level at a DC charging point is approx. 45 minutes, at an AC charging point approx. 3 hours.
What are the tyres of the vehicles like?
The vehicles are equipped with winter or summer tyres according to the season.
Are there vehicles with roof racks?
Are there vehicles with trailer coupling?
Are child car seats available?
CARLA does not offer permanently installed child seats in the vehicles. If you need a child seat, please bring it yourself and make sure that it is correctly installed in the vehicle according to the manufacturer's instructions. You can find out whether the ISOFIX standard is available in the car in the car selection of the App.
I can't open the CARLA vehicle with my CARLA access data. What must I do?
Please check if your reservation is booked and confirmed. Please also check that you have made your reservation for the correct location. If the reservation data is correct, but the vehicle cannot be opened, please contact our Service Line +41 44 500 3434
I have lost my access data, who do I contact CARLA?
If you have forgotten your password, you can reset it on the start screen of the app. If you do not remember your user name, please contact our Service Line +41 44 500 3434 or firstname.lastname@example.org with your request.
Do you have an offer for learner drivers?
Not at the moment.
How long does the registration take?
As soon as we receive your data, we will usually check it within 48 hours and activate your access.
What do I need to register?
We need a photo in colour of your Swiss driving licence, identity card or passport (front and back). If you have an EU driver's license, you must upload your foreigner's license at the same time. At the same time we still need a selfie from you with your driver's license. For payment you need a valid Mastercard or VISA credit card (no prepaid cards).
What are the requirements for registration?
Minimum age 18 years, main residence in Switzerland and a valid Swiss driving licence. If an EU driver's license is available, a foreigner's license is also required. For certain vehicles a higher age may be required for vehicle rental.
Do I have to report my driving licence revocation?
Yes, you are obliged to report any withdrawal of your driving licence immediately to email@example.com.
How will my personal data be used?
Your personal data will be used exclusively in accordance with the provisions of the Federal Data Protection Act (DSG). Your data will only be passed on to third parties if this is necessary for the fulfilment of the framework agreement or for the implementation of the rental agreements.
How can I register?
You can either register via the website www.carladrives.ch, or directly from the CARLA app on your mobile phone (available under iOS and Android).
How do I terminate my contract with CARLA?
To do so, please send an e-mail to firstname.lastname@example.org stating your surname, first name and e-mail address. Please note that we have to store any account data in accordance with the legal obligations to retain data, for example, in order to be able to identify the person responsible when a fine is received. There is no notice period. The termination is effective immediately.
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