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About HoppyGo

What is HoppyGo?

HoppyGo is an open car-sharing platform that connects people who own a car but don't use it every day with those who would like to rent one. We are passionate about the sharing economy, and changing the way society approaches car ownership.

Where is HoppyGo available?

Our platform is constantly growing and you can now rent or share a car in the Czech Republic, Poland and Slovakia.

Do I need to register to use HoppyGo?

Without registering, you can still search for cars based on the rental date, location, or use other filters of your choice. However, you will only see the rental price with the average price for insurance because the price of insurance depends on several parameters. You must register to see the exact price of the rental and to complete the booking, or to be able to list your own car on our platform and start earning with us.

Registration in HoppyGo

What do I have to do to rent a car?

To use our platform to its full potential, you need to go through an easy registration process. You can register on the website or in our app, which you can download from the App Store or Google Play, and which only takes a few minutes. After we approve your profile, you can schedule your first ride with HoppyGo.

Who can register with you, how do I register and what do I need to register?

Anyone over the age of 18 can register with us, as long as they have a valid ID and driving license, both of which you need to register.

As part of the registration process, you will need to verify your phone number, fill in basic personal information and upload a photo of your driver's license and ID card, including a self-portrait (selfie) with your ID card.

Foreigners willing to register have to fulfill the following requirements:

πŸ‡¨πŸ‡Ώ Czech Republic, πŸ‡ΈπŸ‡° Slovakia:

Foreigners who are not from EU or EEA countries must also present a document issued by the local authorities (e.g. a residence permit or a local driving license).

The table below lists the required documents for EU/EEA and non-EU nationals:

Country of origin Identity card / passport Driving license Selfie with document Document issued by Czech Republic / Slovakia
EU a EEA Yes Yes Yes No
Third country Yes Yes Yes Yes

πŸ‡΅πŸ‡± Poland:

Foreigners must also submit a document (such as a residence permit or driver's license) issued by the authorities of the Republic of Poland.

Why are my personal data and documents necessary? How are they handled? Do I have to worry about misuse of the information?

First of all, we need to know whether you hold a valid Group B license, which is indicated on your license.

We need your ID card to verify your identity and to take out insurance on your person.

Last but not least, you will undergo an internal scoring which requires a check of your documents. Our company cares about data protection and adheres strictly to the GDPR principles, so you do not have to worry about the misuse of your documents.

What is an invitation code and is it required for registration? How can I use it?

The invitation code is an eight-digit code and is not mandatory for registration. However, if any of your friends sent you an invitation code, don't hesitate to add it during registration. After adding the code, you and your friend will receive a reward, which can be used for rentals. You will receive the reward immediately. Your friend, who has shared the invitation code with you will receive the reward once you complete your first rental, either as a driver or owner.

Once you have registered, you may share your own invitation code with others and both you and invited users will receive additional rewards as well.

The existing user's reward

The invited user will use the platform as: πŸ‡¨πŸ‡Ώ Czech Republic πŸ‡ΈπŸ‡° Slovakia πŸ‡΅πŸ‡± Poland
Driver 500 CZK 20 € 100 PLN
Owner 1000 CZK 40 € 200 PLN

The invited user's reward

πŸ‡¨πŸ‡Ώ Czech Republic πŸ‡ΈπŸ‡° Slovakia πŸ‡΅πŸ‡± Poland
500 CZK 20 € 100 PLN
How do you verify my debt-free status?

πŸ‡¨πŸ‡Ώ Czech Republic, πŸ‡ΈπŸ‡° Slovakia:

We verify your status in the database of foreclosures and insolvencies using a paid service to acquire this information.

πŸ‡΅πŸ‡± Poland:

The verification process includes the check of identity and validity of the documents. At the same time, we have the opportunity to verify the state of debt-free status in the database of executions and insolvencies through a paid service enabling us to verify this information.

What is an invitation code and is it required for registration? How can I use it?

The invitation code is an eight-digit code and is not mandatory for registration. However, if any of your friends sent you an invitation code, don't hesitate to add it during registration. After adding the code, you and your friend will receive a reward, which can be used for rentals. You will receive the reward immediately. Your friend, who has shared the invitation code with you will receive the reward once you complete your first rental, either as a driver or owner.

Once you have registered, you may share your own invitation code with others and both you and invited users will receive additional rewards as well.

The existing user's reward

The invited user will use the platform as: πŸ‡¨πŸ‡Ώ Czech Republic πŸ‡ΈπŸ‡° Slovakia πŸ‡΅πŸ‡± Poland
Driver 500 CZK 20 € 100 PLN
Owner 1000 CZK 40 € 200 PLN

The invited user's reward

πŸ‡¨πŸ‡Ώ Czech Republic πŸ‡ΈπŸ‡° Slovakia πŸ‡΅πŸ‡± Poland
500 CZK 20 € 100 PLN
How long does it take to approve a profile?

πŸ‡¨πŸ‡Ώ Czech Republic, πŸ‡ΈπŸ‡° Slovakia:

After completing their registration, all users go through our internal scoring process, where your document validity, debt-free status, and insurance company approval are verified. Our team will usually approve your profile within minutes. However, it can sometimes take longer, up to a maximum of 24 hours.

πŸ‡΅πŸ‡± Poland:

After completing their registration, all users go through our internal scoring process, where your document validity and insurance company approval are verified. During weekdays, our team will approve your profile for up to a maximum of 24 hours.

My registration has been rejected, what should I do next?

Not all registration requirements may have been met. When your profile is rejected, you will receive an email with possible reasons for the rejection.

Would you like to know the exact reason for the rejection? Do you think it is a mistake? Please contact our customer support service, who will discuss everything with you.

HoppyGo reserves the right to refuse registration even if the above requirements are met.

I am an employer and I would like to allow my employees to rent a car through HoppyGo. Is it possible to create a company profile?

Unfortunately, each employee must have a profile, because accident insurance always applies to a specific person. It is possible to enter company details and a company credit card in the profile so that the correct invoices are sent directly to you.

I have a business and would like to receive business invoices. Is this possible?

Yes, of course. Enter your company details in your profile and then your car rentals will be invoiced to your company. If you rent a car through the app, you can put the trip on your expenses.

Vehicle inquiry

How can I rent a car?

To rent a vehicle, you must be registered and have your profile approved. Based on your search, you choose the vehicle that suits you best and send an inquiry.

Search for vehicles by logging into the app. You will already see the final price including insurance.

You can make multiple inquiries: only the first confirmed inquiry is charged, the others are cancelled automatically. Once the owner accepts the inquiry, the money is debited from your bank account and the agreement becomes binding.

Are there any restrictions on the kind of car I can rent?

πŸ‡¨πŸ‡Ώ Czech Republic, πŸ‡ΈπŸ‡° Slovakia:

Yes, if you are less than 20 years old, the offer will be limited to vehicles under 65 kW/tonne that have the owner’s Insurance.

If you are between 20 - 25 years old, the offer will be extended to all self-insured cars and cars with insurance from HoppyGo that have a power output of less than 65 kW/tonne.

If you are over 25 years old, the offer is not limited in any way.

πŸ‡΅πŸ‡± Poland:

Yes, if you are less than 21 years old, the offer will be limited to self-insured vehicles under 65 kW/tonne.

If you are between 21 - 25 years old, the offer will be extended to all self-insured cars and cars with insurance from HoppyGo that have a power output of less than 65 kW/tonne.

If you are over 25 years old, the offer is not limited in any way.

Can I take my car abroad?

πŸ‡¨πŸ‡Ώ Czech Republic, πŸ‡ΈπŸ‡° Slovakia:

Yes, but only if the owner of the vehicle has allowed traveling abroad with the vehicle. Always inform the owner of this fact.

The insurance is not valid in Belarus, Moldova, the Russian Federation, and Ukraine and it is forbidden to travel to these countries.

πŸ‡΅πŸ‡± Poland:

Yes, but only if the owner of the vehicle has allowed traveling abroad with the vehicle. Always inform the owner of this fact.

The insurance policy purchased by HoppyGo allows users to travel abroad - it covers travel within the European Union and countries that are members of the Green Card Agreement.

Do I get charged when I make a booking?

The money for the rental will be only charged when the owner confirms the booking request.

Some owners may have the "Instant booking" feature set up on their vehicles, which means the request is confirmed immediately and thus you are charged immediately as well.

On your bank statement, you will see the total amount for the rental divided into two payments: a refundable deposit and the rest of the price (car rental, insurance, ...).

What does "Instant booking" mean?

For cars with the "Instant booking" filter, simply make an inquiry and the system will automatically confirm the inquiry and change it to the binding reservation status. However, the request must be made more than 18 hours before the scheduled rental and the rental must start between 8:00 and 20:00.

What does ''I want the car delivered to my address'' mean?

Cars can be filtered by the ''I want a car delivered to my address'' option. For cars with this option available, the owner is willing to deliver the car to your address or to come near you. However, it all depends on the owner's current availability and the delivery address.

The owner sets the delivery fee. If you are interested in delivery, please check with the owner in advance.

How quickly will the owner confirm my rental and what can I do to get a booking confirmation as soon as possible?

The car owner has 24 hours to confirm your booking. Exceptions may occur if the rental starts on the same day or less than 24 hours in advance. In this case, the owner only has until midnight or the start time of the rental.

Are you in a hurry for a car? We recommend that you inquire about several cars at the same time. Once one owner confirms the rental, the others are automatically canceled free of charge. Alternatively, you can call our hotline and we will be happy to help you with your selection.

How do I know if my inquiry has been accepted?

If an owner accepts your inquiry, you will receive a notification both on your phone and via email. At that point, the rental becomes binding.

If you have sent multiple inquiries, the other inquiries are automatically canceled after the first confirmed inquiry.

What are my obligations when I want to inquire and rent a vehicle?

When booking your car, make sure you have enough funds in your bank account and that your online payments are enabled.

Once the reservation is accepted, communicate with the owner to discuss the details of the car handover. Have the ID you uploaded when you registered on the app with you when you collect the car.

Of course, respect the owner's wishes regarding the use of the car and treat the car with respect. You must return the vehicle in the same condition as you received it. We are entitled to fine any inappropriate behaviour according to our list of fines.

How can I communicate with the car owner?

You can leave a message for the owner when you book the vehicle and discuss the details with him. Communication can also take place in the HoppyGo app chat. After confirming your booking request, you will see the owner's contact details.

Car rental and car return

Where do I see my upcoming rentals?

After logging in to your profile, go to the "Rides" tab and you will see your scheduled rides under β€œPlanned”.

I need to cancel my reservation, when will the refund happen? Is there a cancellation fee?

You can cancel a confirmed reservation free of charge up to 3 days before the start of the rental period. In case of cancellation less than 72 hours before the start of the rental, the owner has the right to charge a cancellation fee of up to 50% of the agreed rental fee. We will deduct this amount from your payment and refund the rest of the money to your account within 7 working days.

Do I need to have the app downloaded to take delivery and return the vehicle?

Yes, car handover and return are possible only with our app which will guide you through the whole process, step by step.

The owner is unresponsive, hasn't turned up to hand over or cancel the rental, what should I do?

If such a situation arises, please contact us on our hotline. We will do our best to help you arrange a suitable replacement vehicle so that you don't have to change your plans.

How does the vehicle handover work? Do I have to sign some kind of handover report?

You do not have to sign any paper handover report. Everything is done electronically with our app which will guide you through the whole process, step by step. In the app, the handover is triggered from the detail of upcoming reservation.

Take thorough photos of the vehicle from all sides - 8 photos of the exterior and 4 photos of the interior. Enter the actual mileage and fuel level. Finally, tell the owner owner the last 4 numbers of your ID card that the owner has to fill in the app for your identity verification. Once both, driver and owner, confirm the handover in the app, you can set off.

How does the contactless handover of the vehicle work?

Contactless handover is only possible if the owner has a remote unlocking device installed in the vehicle. You can filter for such equipped cars in your search.

How do you do this? Arrange with the owner the location and approximate time of handover. Call the owner when you get to the car. He will open the car for you remotely. Take pictures of the car according to the app's instructions and fill in the fuel level and odometer reading. Make sure the keys and all documents are in the car. Then give the owner the last 4 numbers of your ID over the phone. The owner will then be able to confirm the rental.

At the end of the rental, you must return the vehicle in the same condition and document everything again in the app. The owner will then end the rental.

The owner has handed me a car that is excessively dirty or in a condition that is not compatible with safe driving. What can I do?

Call our hotline. Report the situation to us and document it with photos. We will help you resolve the situation.

Is the vehicle in poor technical condition? Contact us in this case as well. We will cancel the rental by agreement and try to find a replacement vehicle.

Can someone else drive the car?

Unfortunately, this is not possible. The vehicle can only be driven by a driver who has rented the vehicle on HoppyGo. This is because the insurance is only valid for the person who has rented the vehicle.

How does the return process work?

Returns are done in the same way as handovers. Once again, take thorough photos of the vehicle, 8 of the exterior and 4 of the interior, enter the final mileage and fuel level. Once both, driver and owner, confirm the handover in the app, the car is successfully returned. And do not forget to rate the car after your ride.

What number of free kilometers is included in the price I set? And what about extra kilometeres above this limit?

For rentals up to 29 days, the driver has a free limit of 200 km/day, for each additional day the daily mileage included in the price is 100 km/day. The mileage included in the price is calculated for the entire rental period, regardless of the mileage on individual days. This means that if driver has a reservation for 32 days, he has a total mileage of 6,100 km (29 x 200 km + 3 x 100 km) included in price.

If the driver exceeds the free kilometer limit at the end of the rental, he will pay for each additional kilometer price set by you for extra kilometer in the vehicle price list.

What should I do if I return a car with different fuel level than it was handed over to me?

LESS FUEL THAN DURING HANDOVER

When returning the car, enter into the application the real fuel level. The application then calculates the amount that will be billed and sent to the car owner.

There is also an option to agree with the owner and pay for the fuel difference in cash when returning the car. Then enter into the application the same fuel level as at the beginning of the rental, in order to avoid duplicate payment for fuel.

MORE FUEL THAN DURING HANDOVER

If you retrun the car with more fuel than at the beginning, it’s imporant to calculate and settle the difference in cash directly with the owner when returning the car. The application cannot calculate the positive difference in the fuel. Then enter into the application the same fuel level as at the beginning of the rental.

How much will I pay for missing fuel?

If you return car with less fuel than during handover, the application will automatically calculate the price difference for missing fuel that will be charged to you. The price per unit of fuel is calculated based on the table below and is multiplied by the amount of missing fuel. We calculate the missing amount from the tank capacity we have stored in the HoppyGo according to car's technical data. The calculation is done based on the the current price at the moment of end of car rental.

Table of fuel prices

Price per: πŸ‡¨πŸ‡Ώ Czech Republic πŸ‡ΈπŸ‡° Slovakia πŸ‡΅πŸ‡± Poland
1 liter of petrol 40 CZK 1,8 € 7,7 PLN
1 liter of diesel 45 CZK 1,85 € 7,7 PLN
1 kWh of electricity 14 CZK 0,6 € 1,6 PLN
Can I return the vehicle to a different location than where I rented it?

Vehicles are rented privately, so it is not possible to pick up a car at one location and return it at another. However, if you would like to do this, we recommend that you speak directly to the owner of the vehicle.

What other fines may still apply to me under the General Terms and Conditions?

You are responsible for complying with all the rules of the road. If the owner receives a fine after you have returned the car, they are entitled to ask you to pay it. We will inform you of this situation either in writing or by phone.

As for in-app fines, such as for the late return of the car or violation of the rental rules, you can find a list of them on our HoppyGo page in the list of fines.

Changes in confirmed booking

What shalI I do if I need to postpone the start of reservation or change its entire date?

If the car reservation request has not been confirmed by the owner yet, we recommend canceling the request and creating a new one.

If you need to extend a confirmed reservation, send the request to owner directly from our application. If your reservation has been already confirmed and you need to make some changes other than extending the reservation, we recommend that you contact our customer support.

I would like to extend the rental, isn't that a problem?

Whether you need to extend the rental by a few hours or a few days, this is possible directly from your application, in the detail of your rental click on "Edit date" button. If the car is available, the application will allow you to postpone the end of the reservation, the app wil show you the price for the extension, then a request for an extension will be sent to the owner. Also in this case, money is deducted only after the request is accepted by the owner.

The owner has 24 hours to confirm, if your rental ends in less than 24 hours, the owner has time until then. In the latter case, we recommend contacting the owner and verifying that the car is really available and the owner counts on the prolongation. In any case, it is always necessary to have the trip prolongation confirmed in the app.

How is the price calculated when extending a reservation?

The price for prolongation consists of the price for car rental and insurance for each extended day. As for insurance price, we calculate with type of insurance you chose during the original reservation. If you originally added liability insurance, it is also added to the extended days.

How is long-term discount calculated when extending a reservation?

If there was any long-term discount applied to your original rental, the discount of the same percentage level is applied to the extended days as well, regardless for how many days you extend the rental. If any one-time discount (percentage of the price or a fixed amount) was applied to the original reservation, it does not longer apply to extended days.

How many extra kilometers do I have when extending a reservation?

Mileage included in the price for extended days are calculated as if these days were part of the original reservation. For each extended day, when the total length of the reservation is up to 29 days, the limit included in price is 200 km/day, for each day over the 29 th day, the limit is 100 km/day. Let's look at an example: if you have the original reservation for 28 days and you extend the reservation by 4 days to a total of 32 days, there is an additional mileage of 500 km (1 x 200 km + 3 x 100 km) included in the price.

Price

What is included in the price of the rental?

At HoppyGo, we strive to be transparent. When booking, you will see the breakdown of the total price - the amount for the rental car, the insurance cost (if the owner does not have their own), and the amount of the refundable deposit (depending on the type of insurance chosen). You can also see the total mileage included in the price and the price for extra mileage over that limit.

Keep in mind that the longer the rental period, the lower the daily cost of the rental car and insurance.

Fuel is not included in the rental price. If the owner hands over the vehicle to you with a full tank, return it to them with the same fuel level or settle between you on the spot. Alternatively, the app will do it for you.

How is the length of the rental calculated?

The price for the reservation is calculated according to calendar days, excluding the first 24 hours. If the reservation is made on Monday from 8 am to 8 am on Tuesday, it is counted as one day.

If the reservation exceeds 24 hours, it is counted on calendar days. For example, Monday 8 am to Wednesday 8 am is counted as 3 days. Insurance and a refundable security deposit will be added to the rental price.

How much is the HoppyGo commission?

The HoppyGo commission is already included in the rental price you see in the car profile details. These funds cover necessary operating costs such as the development and maintenance of the HoppyGo platform, promotion of car profiles, or the operation of the call center.

HoppyGo comission

πŸ‡¨πŸ‡Ώ Czech Republic πŸ‡ΈπŸ‡° Slovakia πŸ‡΅πŸ‡± Poland
With HoppyGo insurance 30 % 25 % 15 %
Self-insured 35 % 30% 15%
Do you have long-term discounts?

πŸ‡¨πŸ‡Ώ Czech Republic, πŸ‡ΈπŸ‡° Slovakia:

HoppyGo automatically reduces the total price if the rental is for 3 days or more. The reduced price is calculated from the first day of the rental. The amount of the rental discount is determined individually by each owner. At the same time, the price of insurance is reduced with the length of the rental. In the vehicle details, you can see the prices with the discounts already applied depending on the rental length.

πŸ‡΅πŸ‡± Poland:

HoppyGo automatically reduces the total price if the rental is for 3 days or more. The reduced price is calculated from the first day of the rental. The amount of the rental discount is determined individually by each owner. In the vehicle details, you can see the prices with the discounts already applied depending on the rental length.

What are the payment options?

Payment can only be made by credit or debit card.

When will I be charged and receive a bill?

The money for the refundable deposit, estimated rent, and insurance will be taken from your account when the owner confirms the booking. Keep sufficient funds in your account and enable internet payments. You will be notified in the app and by email when your inquiry is confirmed.

On your bank statement, you will see the total amount for the rental divided into two payments: a refundable deposit and the rest of the price (car rental, insurance, ...).

Final billing takes place upon return. The balance or overpayment will be charged automatically. Once the completed rental has been checked by our finance department, we will send a financial settlement to the car owner and driver.

What is the refundable deposit charged for and when will it be credited back to my account?

The refundable deposit is charged at the same time as the reservation payment. The amount depends on the insurance you choose - premium or standard. The amount of deposit depends on the country to which you are registered. See the table below.

The amount of the deposit

πŸ‡¨πŸ‡Ώ Czech Republic πŸ‡ΈπŸ‡° Slovakia
Standard insurance 5000 CZK 200 €
Premium insurance 1000 CZK 40 €

In the case of self-insured cars, the amount of the refundable deposit depends on the insurance of the specific car and you can see its amount in the booking details.

If the car is returned safely, the refundable deposit will be sent automatically within the next three working days. After that, it's up to your bank how quickly they credit your account; this can sometimes take up to 7 working days.

πŸ‡΅πŸ‡± Poland:

The refundable deposit is collected together with the rental payment. It amounts to 500 PLN. And in the case of self-insured cars, depends on the insurance of the car in question and can be seen in the booking details.

If the car is returned safely, the refundable deposit will be sent automatically within the next three working days. After that, it's up to your bank how quickly they credit your account; this can sometimes take up to 7 working days.

Is anything charged at the end of the rental?

At the end of the rental, there is a settlement. If you return less fuel, drive extra miles or perhaps hand over a dirty vehicle, the money will be deducted from the refundable deposit.

Will I receive an invoice when the rental is over?

πŸ‡¨πŸ‡Ώ Czech Republic, πŸ‡ΈπŸ‡° Slovakia:

Yes. You will receive two invoices. One invoice is from the owner for the rental of the vehicle and any "fines'' charged. The second invoice is from HoppyGo for the insurance.

πŸ‡΅πŸ‡± Poland:

Yes, an invoice will be sent to you upon successful completion and settlement of the rental to the email address you provided during account registration. If you have added your company details to your user profile, we will include them on the document.

Insurance and accidents

Do I need my own insurance as a driver?

No, insurance is arranged through HoppyGo. You do not need to have your own insurance as a driver.

What are the types of insurance and what is the difference between them? What about deductibles?

πŸ‡¨πŸ‡Ώ Czech Republic

You can choose from two types of insurance - standard and premium. The premium insurance is subject to a minimum CZK 5,000 deductible in the event of an insurance claim, the overall driver's deductible is equal to 5% for claims over CZK 100,000. For standard insurance, the minimum deductible is CZK 10,000, while the overall deductible is 10% for claims over CZK 100,000.

You will also find self-insured cars on the platform. In these cases, the insurance is already included in the rental price and the deposit amount can be seen in the details of the rental. Details of the insurance can be requested from the owner.

We have written a detailed article about insurance, which you can read here.

πŸ‡ΈπŸ‡° Slovakia

You can choose from two types of insurance - standard and premium. In the case of premium insurance, the minimum deductible of € 200 is suspended in the event of an insured event (the driver's deductible is 5%). For standard insurance, we suspend a minimum deductible of € 400 (the deductible of the driver is 10%).

You will also find self-insured cars on the platform. In these cases, the insurance is already included in the rental price, you can see the amount of the deposit in the detail of the rent. Details of the insurance can be requested from the owner.

We have written a detailed article about insurance, which you can read here.

πŸ‡΅πŸ‡± Poland

AC insurance purchased through HoppyGo provides protection against sudden and unforeseen events, such as theft of the car or its equipment, including embezzlement, damage or destruction (e.g. glass).

A full 24/7 Assistance package is offered as part of the insurance. The insurance allows renters to travel safely throughout the European Union and countries that are members of the Green Card Agreement.

You will also find self-insured cars on the platform. In these cases, the insurance is already included in the rental price, you can see the amount of the deposit in the detail of the rent. Details of the insurance can be requested from the owner.

How much does insurance cost?

πŸ‡¨πŸ‡Ώ Czech Republic, πŸ‡ΈπŸ‡° Slovakia:

For HoppyGo to calculate the cost of insurance for any rental, you need to be logged in to your profile. The price of insurance is individual and depends on several factors, including the performance of the vehicle you are inquiring about, your age, or your rating on the HoppyGo platform.

At the same time, the longer the rental, the lower the daily cost of insurance. In addition, if you travel with us frequently in the Czech Republic or Slovakia, the insurance price is automatically reduced.

πŸ‡΅πŸ‡± Poland:

The insurance price per 24 hours is fixed for each platform user. You can check it during the booking process in the car profile.

What should I do if I have an accident?

πŸ‡¨πŸ‡Ώ Czech Republic

If the situation requires the police or emergency services to arrive, call them first. Then inform the owner and then report the damage to the insurance company directly via our hotline (+420 220 311 769) by dialing 3 and 4. You will need to fill in an accident report on the spot, or request a report from the police.

If the vehicle is not drivable and is insured through HoppyGo, the rental price also includes assistance, which is available on our helpline 24/7 365 days a year. As part of the assistance service, you are entitled to a tow, transport or replacement vehicle in the event of an accident. Find out more about the insurance here.

πŸ‡ΈπŸ‡° Slovakia

If the situation requires the police or emergency services to arrive, call them first. Then inform the owner and then report the damage to the insurance company directly via our hotline (+421 220 839 555) by dialing 4. You will need to fill in an accident report on the spot, or request a report from the police.

If the vehicle is not drivable and is insured through HoppyGo, the rental price also includes assistance, which is available on our helpline 24/7 365 days a year. As part of the assistance service, you are entitled to a tow, transport or replacement vehicle in the event of an accident. Find out more about the insurance here.

πŸ‡΅πŸ‡± Poland

If a road traffic accident occurs, always call 112 in the first instance and follow the instructions given by the dispatcher. Then immediately contact the owner of the vehicle to determine further steps. Continue to call our helpline on +48 784 360 001 or directly on +49 89 143 688 657 to report the incident and call Assistance. Also notify our customer service team of the situation.

Keep in mind that while you may request AAA services, it is the owner who will have to complete the insurance claim form based on the information you provide.

There are also self-insured vehicles on the platform and insurance terms may differ from the terms offered by standard HoppyGo insured vehicles. You can always request the terms and conditions directly from the owner. In the case of an accident, contact the owner directly and together determine the course of action. Also call HoppyGo at +48 784 360 001 and let us know about the incident.

What should I do if the car breaks down during the rental?

If it is a car with insurance arranged through HoppyGo, first of all, inform the car owner about the breakdown. Then call our assistance service (via our infoline, after selecting assistance you will be automatically connected), under which you are entitled to have the car towed to the nearest garage. You are entitled to a replacement vehicle abroad. Also, let our customer support know if your vehicle has broken down.

If it is a self-insurance car, contact the owner of the car immediately about the situation and negotiate a solution.
In the event of a breakdown caused by failing to keep up with the service intervals or natural wear and tear of components, the owner is responsible. If the breakdown was caused by the driver's faulty driving style, the driver will be responsible for the repair costs.

More information about insurance πŸ‡¨πŸ‡ΏCzech Republic | πŸ‡ΈπŸ‡°Slovakia

πŸ‡΅πŸ‡± Poland

If it is a car with insurance purchased through HoppyGo, first inform the vehicle owner of the breakdown. Then call our 24/7 assistance service (either via our helpline or directly on +49 89 143 688 657), where you are entitled to have your car towed to the nearest workshop or repaired on site. Also inform our customer service team if your vehicle breaks down.

If it is a car with its own insurance, contact the car owner immediately about the situation and agree a solution.

In the event of a breakdown caused by failure to meet service intervals or natural wear and tear of components, the owner is responsible. If the breakdown was caused by the driver's inappropriate driving style, he or she will be responsible for the repair costs.

For more information on insurance: hoppygo.com/pl/terms

How and where do I make an insurance claim?

πŸ‡¨πŸ‡Ώ Czech Republic

If you are at fault in a car accident, or if the damage exceeds the deductible of CZK 5,000 or CZK 10,000, depending on which insurance you chose, contact the car owner first. Then report the accident to UNIQA via the number 4. You can also inform our customer support about the accident.

If the accident is someone else's fault, the damage will be covered by the liability insurance of the person who caused the accident.

If the damage to third parties is your fault, you will also need to report the claim to the owner's liability insurance provider.

πŸ‡ΈπŸ‡° Slovakia

If you are at fault in a car accident, or if the damage exceeds the deductible of 200 € or 400 €, depending on which insurance you chose, contact the car owner first. Then report the accident to UNIQA via the number 4. You can also inform our customer support about the accident.

If the accident is someone else's fault, the damage will be covered by the liability insurance of the person who caused the accident.

If the damage to third parties is your fault, you will also need to report the claim to the owner's liability insurance provider.

πŸ‡΅πŸ‡± Poland

The event of damage must be reported to Omocom as soon as you become aware of it. The report must be made using the insurer's form available on the HoppyGo website.

In the event of damage, the following must be submitted:

  • a completed damage report
  • a copy of the police report in the event of theft or other crime
  • a copy of the statement of indemnity if the damage has been covered by other insurance and the insured wishes to have the deductible reimbursed

If you have any questions, please contact Omocom at the following email address: hello@omocom.insurance.

If the vehicle is not roadworthy, please contact the Notification Centre on +49 89 143 688 657, stating your name, the vehicle registration number and the cause of the damage.

My profile

I have a new ID or driver's license. How can I update it in my profile?

If you have a new ID card or driving license, please send us a legible photo of the front and back of the document by email and we will replace your old document with a new one in the system.

I need to change my password, email, or phone number, how do I do that?

You can change your password via "forgotten password" when logging in. To change your email or phone number, please contact our customer support via email, phone, or FB Messenger.

I want to change my credit card, but I can't.

You can change your payment card in your profile under "Payment Cards''. You can add a card both on the website and in the application, in your profile.

If you have any questions or if you are unable to make the change, please contact our customer support.

How can I add company information to my profile?

After logging in to your profile, go to "Company details'' and here you can add your company details. Alternatively, you can send us your details in an email and we will upload them to your profile.

I don't want any e-mails from you. Can I unsubscribe?

Yes, it is possible to unsubscribe from our newsletters. There is an unsubscribe option at the bottom of every email. Alternatively, you can send a request to our customer support and we will unsubscribe you. Depending on to which country you have registered, send the request to the following email address.

πŸ‡¨πŸ‡Ώ Czech Republic πŸ‡ΈπŸ‡° Slovakia πŸ‡΅πŸ‡± Poland
info@hoppygo.com podpora@hoppygo.com kontakt@hoppygo.com
I would like to delete my account, is that possible?

We're sorry you want to leave. But it's possible. Just send us an email to our customer support and we'll handle everything for you.

πŸ‡¨πŸ‡Ώ Czech Republic πŸ‡ΈπŸ‡° Slovakia πŸ‡΅πŸ‡± Poland
info@hoppygo.com podpora@hoppygo.com kontakt@hoppygo.com