How to get help
Your Support Options
Direct assistance, 24/7
The MOQO hotline
If you need help with your vehicle, the MOQO hotline is available 24/7.
Phone: 0241-95788366
Problems that have already been solved
Our FAQ
We receive many inquiries—and they often concern similar topics. We therefore regularly update our FAQ (Frequently Asked Questions) to make answers we have already provided easily accessible to you.
Please bear with us if these FAQs are currently only available in German.
For specific problems
Special use cases
We have standardized some use cases in order to serve you as quickly as possible. In these cases, please only use the forms linked below.
Unpleasant and to be avoided
Our Schedule of Fees
Automatically charged fees
These fees are automatically charged by our booking platform.
| Description | Explanation | Fee |
|---|---|---|
| Payment failed | This fee is automatically charged by the platform if the stored payment method could not be debited or the payment was revoked or rejected. | €10.00 |
| Cancellation of booking | This fee is automatically charged by the platform if a booking is canceled. Charged for cancellations within the time specified here until the planned start of the booking. | Currently free of charge, will change again in the future. |
| Late return | This fee is automatically charged by the platform if the scheduled return time is exceeded. Charged for late return of the booked vehicle from the time specified here. | Graduated |
| from the 8th minute after the end of the booking | €12.50 | |
| from the 15th minute after the end of the booking | €25.00 | |
| from the 24th hour after the end of the booking | €50.00 | |
| from the 7th day after the end of the booking | €190.00 | |
| from the 52nd week after the end of the booking period | €1000.00 |
Special fees (as of November 27, 2025)
This section lists fees for which the user will receive an invoice. For each fee, the expectations of the user and the circumstances under which it becomes due are defined. For some fees, additional costs actually incurred will be invoiced; this is noted in each case.
| Item number | Designation | Description | Note | Unit | Price (including VAT) |
|---|---|---|---|---|---|
| G01 | Processing of a misdemeanor | This fee is payable if a driver commits a misdemeanor and the provider incurs expenses as a result. | - | - | 10.00 |
| G02 | Smoking in the vehicle | This fee is payable if the driver smokes or vapes in the vehicle, regardless of the type of smoking product. Cleaning costs will be charged additionally. | In addition, a “vehicle cleaning costs” item will be charged at the actual costs incurred. | - | 50.00 |
| G03 | Use of a service employee | This fee is payable if a provider employee has to drive to the vehicle due to the fault of a driver, e.g., to move it, close an open window, or similar. | The number of hours or parts thereof will be charged. | Hour | 50.00 |
| G04 | Refueling | The driver is obliged to leave the vehicle with at least a quarter of a tank of fuel when parking it. The fee is payable if this obligation is violated. | - | - | 15.00 |
| G05 | Failure to report relevant changes to data | All users of the provider's vehicles are required to enter relevant changes to their data in their MOQO account. Members are also required to notify the association of any changes to their bank details. The fee is payable if, upon contact by the provider, it transpires that the customer data on file is not up to date. | - | - | 20.00 |
| G06 | Misuse | This fee is payable if the user misuses a vehicle. This includes, in particular, driving without a booking, unauthorized disclosure of the fuel card and/or its PIN to third parties, refueling vehicles other than the one booked with the fuel card, allowing unauthorized third parties to use the vehicle, returning the vehicle more than 24 hours late, and any other misuse in accordance with our terms and conditions. | - | - | 250.00 |
| G07 | Special cleaning | The driver is obliged to leave the interior of the vehicle clean. The fee is payable if the interior of the vehicle is contaminated with substances that require special cleaning (e.g., oil, paint, bodily fluids, solvents, etc.). Cleaning costs will be charged additionally. | Any cleaning costs incurred will be charged additionally. | - | 100.00 |
| G08 | Contamination due to animal transport | This fee is payable if the driver transports animals and the interior is contaminated as a result, or if the driver transports animals without appropriate transport equipment. Cleaning costs will be charged additionally. | - | - | 50.00 |
| G09 | Return of a direct debit | All payment obligations arising from the use of our MOQO booking platform must first be fulfilled by our customers. Refunds of proven unjustified claims can then be easily processed by us via the platform. The fee is payable if the user returns a direct debit that has been debited, as this results in additional costs due to the disrupted processing process. | - | - | 20.00 |
| G10 | Charging error | The driver is obliged to return an electric vehicle to the original charging station at the end of the booking and to initiate the charging process. They must also charge the vehicle immediately as soon as the vehicle battery charge level falls below 20%. This fee is payable if the driver fails to comply with these obligations without notifying the provider. | - | - | 10.00 |
| G12 | Processing of damage claims | This fee is charged if an accident occurs with a booked vehicle, as this results in increased costs for the provider. | - | - | 50.00 |
| G13 | Failure to register or late registration of a trip abroad | A web form is available for registering trips abroad, which can be used to provide the necessary information. Registration must be completed at least 3 working days before the start of the trip. If registration is not completed in accordance with these requirements, fees will be charged for the increased processing costs. | - | - | 20.00 |
| G14 | Registration with incorrect data | Users of our services are obliged to provide all information correctly and truthfully when registering, logging in, or joining the association. If this obligation is violated, we will assume an attempt at fraud and charge this fee. In addition, we reserve the right to take further legal action. | - | - | 750.00 |
| G15 | Incorrect refueling | Drivers are required to refuel the vehicle correctly. This fee is charged for the expenses we incur if the wrong fuel is used (in particular, diesel instead of gasoline, or refueling with 100-octane fuels in vehicles that do not require this). Additional costs for repairing any damage caused as a result will be charged additionally. | Any costs incurred will be charged additionally. | - | 300.00 |
| G16 | Technician call-out | This fee applies if technicians are required during or after a booking, e.g., to assess damage, prepare an expert opinion, or collect a vehicle from a remote location. Any additional costs incurred in this context will be charged separately. | - | Hour | 50.00 |
| G17 | Failure to report an accident or damage | Drivers are required to report accidents or damage that occurred during their booking immediately. In the event of an accident, the police must always be called, and the provider must also be notified. This fee is payable if this report is not made or is made late. | - | - | 100.00 |