Frequently Asked Questions

GENERAL

What exactly is MOOV by Garenta ?

MOOV by Garenta is a car rental service covering only the time you drive. With self service delivery option you reach the car and with Valet delivery service is for bringing you the car for your first rental to sign you the contract.

How do I MOOV?

With Self service Delivery option you can pick up the nearest car whenever you want 24/7 and MOOV. We give you 15 minutes so you can reach the car within the self service delivery process. And for your first rental in order to sign the contract and get the confirmation of the driver's license information on your first MOOV, our Valet will bring the car wherever you are. Valet Delivery Option is available; weekdays from 01:00 pm to 09:00 pm, Saturday from 12:00 to 11:00 pm, Sunday from 11:00 am to 10:00 pm. You can also sign the contract at Garenta İstanbul offices. (except Yenibosna Office) After this one-time procedure, you can pick up your car and enjoy MOOV. You can end your driving choosing the Valet or self service MOOV in the service area, where the car will not be damaged and in a place easily accessible to the person who will use the car after you.

Fuel

MOOV cars consist a 'taşıtmatik' (fuel pass), you can stop by any Petrol Ofisi station at any time by saying that there is a 'taşıtmatik' (fuel pass) in the car and this will allow you to get fuel as much as you want and for free, you can just sit back and enjoy saying "full the tank". Remember, if you choose to buy fuel from a gas station other than Petrol Ofisi, the fuel cost will be charged from your account.

Who can MOOV?

According to our general rental conditions, a minimum of 19 years of age, a 1-year driver's license and a credit card registered on behalf of the person who will be renting are our criterias. Anyone who meets the criterias mentioned can MOOV.

How do i pay?

You can pay by credit card which blongs to you. Virtual card and debit card are not available.

Do I need to make reservations before renting?

No reservation at MOOV, all the cars are available to you until the renting period of time and of your choice!

What is radar feature, where you can use it?

It is a fabulous feature that will inform you, if there is an available car in the area approximately 15 min away from your location. Click Radar icon on the left corner of the map, set the duration of the radar and wait for us! Don’t forget, thousands can wait but only one can take the car! There may be more than one Radars set in the same area, whoever the fastest will take the car! If another MOOVER took the car, you can set Radar again! Radar feature is only for your current location.

Is there are a time limit using MOOV?

You can drive as much as you want. You can pay the daily rental car renting tariff even if you rent a car for 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 car you selected and according to the KM exceeding data.

Which hours can I call the call center?

MOOV by Garenta Call Center is available 24 hours a day, 7 days a week.

Can someone else use the car?

Only the registered user renting the car can use the car. Otherwise the responsibility belongs to the user and the insurance will be terminated.

Can I bring my pet along?

Of course, as long as they travel with suitable travel compartments or cages. In the absence of a mentioned cases (or cages), our little friend can cause small accidents. In such cases, the detailed cleaning fee will be reflected on the users account.

Is there anything like a discount or a campaign?

Of course! You can access the most up-to-date campaigns from the application and from our website.

What is the Service Area?

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

Can I use my rental car outside the Service Area?

Of course you can. You are also under the protection of our insurance outside the service area. However, you can only end the rental within the service area.

Can I cancel my rental process?

You got 5 minutes to cancel after pressing the payment button. If you do not cancel within this period, the rental will begin and the 15 minutes fee will be charged from you.

Is there a kilometer limit on cars?

For every 15 KM you drive, 5 KM is on us! After that for every brand car, the change in the rate of KM, the KM exceeding fee will be charged from you

DAMAGE AND INSURANCE PROCESSES

Are the cars insured?

All cars in the MOOV system are insured. Compulsory Motor Automobiles Liability Insurance in Highways, MOOV by Garenta determines the limits and coverage within the Optional Financial Liability Insurance, Personal Accident and Earthquake Insurance, Flood/Natural Flood, S.L.C.P.M.T (Strike, Lockout, Strive, Public Movements, Malicious Movements, Terror) and guarantees Catastrophy Casco Insurance with MOOV by Garenta. In addition to these, there is a Mini Damage Insurance Package which protects the damages 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 the car damages involving one party up to 600 TRY. To benefit from this insurance package, you must take photos of the accident and upload it to the MOOV by Garenta application and press 1 by calling 444 98 59 and report. If the damage is higher than 600 TRY, you must submit the traffic accident report and the alcohol report wholly and completely within 5 working days at the latest to the service requested by MOOV by Garenta. If you can collect all the documents while the car is still with you (during the rental process), you can leave the documents in the glove box. As long as you meet these conditions, you will be covered by our insurance.

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

Regardless of the damage cost, you must keep the accident report together with the cars involved in the accident and in the contracted situations, and you must put the car's license and the other party’s documents (license, traffic registration, traffic insurance) in the glove box of the car.

If the agreement cannot be provided or in case of an accident, the Police must be brought to the scene of 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 by Garenta 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, (unless there is no use of alcohol which is not within the insurance conditions in this case) all damage costs will be covered by the insurance.

MEMBERSHIP

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

Yes, however you should present your passport while signing the contract.

Is there a membership fee?

Of course not. Downloading MOOV by Garenta is completely free.

Credit card information given should be owned by the person who rents?

Yes. The credit card holder must be the same person who rents and drives the car.

Can I MOOV as soon as I download the app?

Yes, you should choose the Valet Delivery Service on your first MOOV and sign the short contract which comes with it. In order to verify your information, we need your pasaport.

COSTS

How can I use paid roads, who pays?

MOOV by Garenta 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've rented a car and do I have to pay the the traffic ticket for the license plate?

If you violate the traffic rules, we pay the penalties, then we charge you along with the service fee.

What is the Provision Cost?

We mean the cost of 4 hours of car use. When your MOOV is over, we cancel it within 7 days. However, after 7 days, the cancellation is fully reflected in accordance with your bank’s cancellation policy.

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 with the Valet delivery service? They pay the fee, send the photo of the receipt to 4449859@garenta.com.tr, and we refund the parking fee they paid there.