HELP CENTER

Registration

You can set up an account both on the website and on the App, by filling out the registration form: you will need a valid driving license, including foreign ones, and a valid ID.

The service is also accessible for novice drivers.

You need to register a credit card or a prepaid card at the time of registration.

 

Vehicle opening

When you are near the EV, you can open it from the App by reading the QR Code or entering the license plate number.

The system opens the car doors and you can start your journey. The keys are inside the vehicle.

Once this step is done, drive the car normally, and when you stop, lock it with the keys and take them with you. If the vehicle is damaged when you pick it up at its parking stall, or very dirty and if the keys are missing, you can report it via the App or the call center.

 

Rental term

Once your trip is complete, you can return the vehicle by turning off the car and checking that everything is in order.

Leave the keys in the glove compartment, check that the windows are closed, get out of the vehicle and ensure the doors are all closed. Proceed with the return procedure (the App will remind you of all steps) by closing the car with the QR Code or entering the license plate. Wait until the car closes.

With the Station Based service, the vehicle must be returned at the pick up location. Should an Elettra parking spot be illegally taken, you can park nearby: return will be allowed within 200 meters, otherwise you need to contact the call center.

With the Free Floating service, on the other hand, you can leave the car wherever you want, as long as it is within the operational area of the city (view the map of the operational area).

 

Safety on board

For your safety and others’ safety, remember to always drive responsibly.

 

Payment

The credit card or prepaid card you registered during registration will be used for payment. Currently the service accepts only the MasterCard, American Express and Visa circuits enabled for online payments. Payment methods used:

FOR USE AND CONSUMPTION: Once the trip is finished, the rental amount will be automatically charged to the registered payment card.

PREPAID: You can top up directly on your account in the Elettra reserved area. The rental amount will be deducted from the purchased credit. If the reloaded credit is exhausted, the remainder will be withdrawn from the credit card registered at the time of registration.

Your card data will be kept by Nexi with the best security technologies, including the 3D Secure anti-fraud protection systems designed by the International Circuits of MasterCard (SecureCode MasterCard), American Express (Safekey) and Visa (Verified by Visa). All this guarantees extra protection for your online purchases, preventin any illegal use of your card on the web and avoiding any unwanted charges on your account.

You can change the stored data at any time by accessing the Nexi site through your personal Elettra area.

 

Insurance

Car-sharing vehicles have a third party car insurance policy that covers any injury or damage caused to a third party due to your fault. This insurance operates with a ceiling of € 25,000,000, without deductible. As required by Law 990/69 which regulates the insurance of civil liability for cars, all passengers (with the exception of the driver) are insured with the same limits set for third party liability for any injuries reported in accidents in which the vehicle was involved.

You have to pay a deductible for damages suffered to the vehicle due to negligence or concurrence of negligence which can be eliminated in two ways during the registration phase: per TRIP €3 for each trip or ANNUAL with a fee of €60 to cover all trips.

Reservation

You can book a vehicle using your App or from the web portal, choosing the Station Based option (fixed parking) or the Free Floating option (free flow). In the first case, open the map, select a car park, choose the type of car and book. The license plate of the vehicle will be assigned to you 60 minutes before collection and can be viewed in the App, via email and text message.

The reservation must indicate the date and time of departure and arrival.

If you choose the Free Floating option, you can reserve the car you need on demand, up to 15 minutes before picking it up. For each ride, the best list price is guaranteed. The choice between hourly rate or daily flat rate is made automatically by the system during the billing phase.

For more information, check out the Rates page.

 

What is allowed and what isn’t

In the Municipality of Genoa you can move nimbly in all bus and taxi lanes, enter freely in traffic limited ZTL and ZSL areas, without time limits, without requesting a permit and park for free in all the Blue parking lines of on-street parking spots and the ‘Isole Azzurre’ quick stop parking areas.

Attention: car parks with barrier systems are subject to charges, as well as the private areas and the APCOA car park in Piazza Della Vittoria.

You cannot access pedestrian areas.

You can give a ride to friends, though not to 4-legged ones.

Leave the vehicle tidy and remember to remove your belongings, and most importantly, do not smoke.

 

Refueling

Electric cars do not need to be recharged at the end of the trip. Should it be necessary during your trip, there is a Duferco Energia recharge card or cards for refueling in every EV for topping up during the ride.

For petrol vehicles, two AGIP and Q8 cards are available for filling up the cars with petrol at the petrol stations of the two brands: you pay with the card as if it were an ATM, using the pins that come with the cards.

If you do not use the Q8-AGIP affiliated stations, you can refuel at your own expense. In this case you will need to send the receipt to clienti@elettracarsharing.com in order to get a bonus of the same amount on future rides (no cash refund is provided).

Remember that the fuel level must be higher than 1⁄4 when you return the car. Otherwise you will be charged a penalty of € 25.

 

User profile

The user profile, created at the time of registration, is essential to use the Elettra service and contains all your personal information, driving licence, your e-mail address and consents to send you information and promotions.

The information can be changed at any time.

 

In the event of an accident or broken-down vehicle

Call the call center 800.002.288 and remember to complete the accident report (CID) while waiting for the tow truck if the vehicle does not work. Send all documentation within 24 hours to clienti@elettracarsharing.com.

If the car is undrivable, you can use an alternative car sharing car or you will be allowed a taxi ride up to a maximum of € 25. The cost of the taxi trip will be reimbursed on your next use (n.b. the taxi will NOT be reimbursed in the event of an accident with fault).

How do I sign up for the service?

You can register on the website and on the Elettra Car-Sharing App by filling out the registration form.

What documents do I need to register?

A valid driving license, including foreign ones, and a valid ID.

I am a new driver, can I register?

You surely can.

How can I pay?

You have to register a payment card upon registering, either a credit card or a prepaid card.

How much does it cost to rent a car?

With Elettra you can choose what type of rate to use according to your needs, choosing the Station Based or Free Floating system. In the first case, the rate consists of a time price (in relation to the time of use) + a kilometric quota (in relation to the distance traveled). The rates for the Free Floating service include only the rate per minute for the first 50Km. After the first 50 km a kilometer quota is added. The costs of energy recharging or refueling are included in the rate.
If you want more information, see the Rates page.

Can I return the car to a different car park from the pick up location?

Station Based vehicles need to be returned to the pick up location within the travel end time while Free Floating vehicles can be dropped off anywhere, within the operational area of the City Center. (view the map)

Where can I drop off the vehicle?

A Station Based rental vehicle has to be returned to the pick-up location whereas Free Floating vehicles can be dropped off in any designated parking stall within the operational area of the city center.
For Station Based mode: if the Elettra car park is illegally taken, you can park nearby because vehicle return is allowed within 200 meters, otherwise you will need to contact the call center on 800.002.288.

Parking is free within the Blue parking lines of on-street parking spots and the ‘Isole Azzurre’ quick stop parking areas.
You will have to pay for car parks with barrier systems, managed by private individuals (including the APCOA area in Piazza della Vittoria).

 

What should I do to extend my car rental period?

In case of a booking in Station Based mode, it is possible to extend the period by viewing your booking on the App.

If the extension does not compromise a subsequent booking of another customer, your booking will be extended without charge. Otherwise an e-mail and text message will be sent in which this risk is highlighted. If the extension is confirmed and therefore the next trip must be canceled, a penalty of € 50 will be applied to the customer.

For this reason, we suggest to book an EV for a longer time than expected. The cost of a possible early return compared to the end of the booking is much lower than the risk of compromising another customer’s ride. Should the extension be requested due to a problem beyond the customer’s control (e.g. traffic jam), we suggest to call the call center 800.002.288 so that they can manage subsequent bookings.

 

How to book a vehicle?

You can book a vehicle using your App or on the web portal.

You can choose Station Based or Free Floating mode by clicking on respectively the Car Park icon or the Car icon on the website or on the APP.

On the map you will see all active EV car parks for Station Bases vehicles and all Free Floating cars available (see icons).

In the Station Based mode you can book your car shortly in advance (15 minutes) or even to book the car for a later date (e.g. in a week), indicating the day and time of both departure and expected return. The license plate of the vehicle will be assigned to you 60 minutes before collection and can be viewed on the App, via email or text message.

In the Free Floating mode it is possible to pick up a car on demand, without booking in advance. Or you can book the car you need, hold it for 15 minutes so you have time to pick it up. A time of use is not required.

How to recharge a vehicle?

Elettra Car-Sharing EVs are always fully charged but you may have to make a stop to charge it at a public charging point if you book a Station Based EV for a long period of time or when you need to travel a lot of kilometres.

Find out how to recharge by downloading our guide.

How are the rates applied?

Different rates are applied based on the operational mode, either Station Based or Free Floating.

The best list price is guaranteed for each trip. The choice between hourly rate or daily or weekend flat rate is made automatically by the system during the billing phase.

The rates for the Station Based service consist of a time-based fee (duration of the booking) to which a kilometric quota (distance) is added. After the first hour of use, every quarter of an hour is charged. Unused booking time is billed at 50% of the list price (for example, if I book a Panda from 14.00 to 16.00 and return it at 15.30, the half hour booked and not used costs 50% of the half-hour list rate, or € 0.81). If a long-term journey is booked, the fare includes a daily flat rate to which the share per kilometer is added.

The rates for the Free Floating mode include only the rate per minute for the first 50Km. After 50 km a kilometric quota is added.

For more information, see the Rates section.

How do I start my rental?

Once you’re near the EV, you can simply unlock it with the App by reading the QR Code, or by entering the license plate number. The system opens the car doors and you can start your journey. You’ll find the keys inside the glove compartment.

If the App does not respond, what can I do?

Check your device’s data coverage. If the problem persists, close and reopen the App. Should the it still not respond and you have an active reservation, contact the Call Center at 800.002.288.

What should I do if the car does not open?

Verify that this is the vehicle you booked by checking the license plate number. If a message appears on the App indicating a problem with the location of the car, you can try to log out and re-enter your App profile. If the problem persists, call the Call Center for free at 800.002.288.

What do I do if I need to make a stop during the rental period?

Once the EV has been picked up you can start driving it straight away. If you have to stop, close it with the keys and take them with you, like you would with your own car.

 

OTHER IMPORTANT INFORMATION ABOUT ELECTRIC DRIVING
  • In N mode the car is no longer on parking brake, also referred to as car wash mode.
  •  

  • In mode D the vehicle drives in a conventional way and you need to use the brake to slow down because lifting your foot off the accelerator does not involve a substantial change in speed.
  •  

  • In B mode, the car recovers energy by braking and thus by taking your foot off the accelerator you can feel it decelerate, which can be assisted by the brake pedal in case you need a more sudden slowdown. In this mode it is therefore possible to contribute to the extension of the battery life.
  •  

  • Turning on the various on-board devices such as air conditioning involves a variable reduction in autonomy based on the intensity of the action required.
  •  

  • Electric cars are quiet, so pay extra attention to pedestrians and enjoy this new driving experience!

HELP CENTER

Registration

You can set up an account both on the website and on the App, by filling out the registration form: you will need a valid driving license, including foreign ones, and a valid ID.

The service is also accessible for novice drivers.

You need to register a credit card or a prepaid card at the time of registration.

Reservation
You can book a vehicle using your App or from the web portal, choosing the Station Based option (fixed parking) or the Free Floating option (free flow). In the first case, open the map, select a car park, choose the type of car and book. The license plate of the vehicle will be assigned to you 60 minutes before collection and can be viewed in the App, via email and text message.

The reservation must indicate the date and time of departure and arrival.

If you choose the Free Floating option, you can reserve the car you need on demand, up to 15 minutes before picking it up. For each ride, the best list price is guaranteed. The choice between hourly rate or daily flat rate is made automatically by the system during the billing phase.

For more information, check out the Rates page.

Vehicle opening

When you are near the EV, you can open it from the App by reading the QR Code or entering the license plate number.

The system opens the car doors and you can start your journey. The keys are inside the vehicle.

Once this step is done, drive the car normally, and when you stop, lock it with the keys and take them with you. If the vehicle is damaged when you pick it up at its parking stall, or very dirty and if the keys are missing, you can report it via the App or the call center.

Rental term

Once your trip is complete, you can return the vehicle by turning off the car and checking that everything is in order.

Leave the keys in the glove compartment, check that the windows are closed, get out of the vehicle and ensure the doors are all closed. Proceed with the return procedure (the App will remind you of all steps) by closing the car with the QR Code or entering the license plate. Wait until the car closes.

With the Station Based service, the vehicle must be returned at the pick up location. Should an Elettra parking spot be illegally taken, you can park nearby: return will be allowed within 200 meters, otherwise you need to contact the call center.

With the Free Floating service, on the other hand, you can leave the car wherever you want, as long as it is within the operational area of the city (view the map of the operational area).

Safety on board

For your safety and others’ safety, remember to always drive responsibly.

Payment

The credit card or prepaid card you registered during registration will be used for payment. Currently the service accepts only the MasterCard, American Express and Visa circuits enabled for online payments. Payment methods used:

FOR USE AND CONSUMPTION: Once the trip is finished, the rental amount will be automatically charged to the registered payment card.

PREPAID: You can top up directly on your account in the Elettra reserved area. The rental amount will be deducted from the purchased credit. If the reloaded credit is exhausted, the remainder will be withdrawn from the credit card registered at the time of registration.

Your card data will be kept by Nexi with the best security technologies, including the 3D Secure anti-fraud protection systems designed by the International Circuits of MasterCard (SecureCode MasterCard), American Express (Safekey) and Visa (Verified by Visa). All this guarantees extra protection for your online purchases, preventin any illegal use of your card on the web and avoiding any unwanted charges on your account.

You can change the stored data at any time by accessing the Nexi site through your personal Elettra area.

Insurance

Car-sharing vehicles have a third party car insurance policy that covers any injury or damage caused to a third party due to your fault. This insurance operates with a ceiling of € 25,000,000, without deductible. As required by Law 990/69 which regulates the insurance of civil liability for cars, all passengers (with the exception of the driver) are insured with the same limits set for third party liability for any injuries reported in accidents in which the vehicle was involved.

You have to pay a deductible for damages suffered to the vehicle due to negligence or concurrence of negligence which can be eliminated in two ways during the registration phase: per TRIP €3 for each trip or ANNUAL with a fee of €60 to cover all trips.

What is allowed and what isn’t

In the Municipality of Genoa you can move nimbly in all bus and taxi lanes, enter freely in traffic limited ZTL and ZSL areas, without time limits, without requesting a permit and park for free in all the Blue parking lines of on-street parking spots and the ‘Blue Island’ quick stop parking areas.

Attention: car parks with barrier systems are subject to charges, as well as the private areas and the APCOA car park in Piazza Della Vittoria.

You cannot access pedestrian areas.

You can give a ride to friends, though not to 4-legged ones.

Leave the vehicle tidy and remember to remove your belongings, and most importantly, do not smoke.

Refueling

Electric cars do not need to be recharged at the end of the trip. Should it be necessary during your trip, there is a Duferco Energia recharge card or cards for refueling in every EV for topping up during the ride.

For petrol vehicles, two AGIP and Q8 cards are available for filling up the cars with petrol at the petrol stations of the two brands: you pay with the card as if it were an ATM, using the pins that come with the cards.

If you do not use the Q8-AGIP affiliated stations, you can refuel at your own expense. In this case you will need to send the receipt to clienti@elettracarsharing.com in order to get a bonus of the same amount on future rides (no cash refund is provided).

Remember that the fuel level must be higher than 1⁄4 when you return the car. Otherwise you will be charged a penalty of € 25.

User profile

The user profile, created at the time of registration, is essential to use the Elettra service and contains all your personal information, driving licence, your e-mail address and consents to send you information and promotions.

The information can be changed at any time.

In the event of an accident or broken-down vehicle

Call the call center 800.002.288 and remember to complete the accident report (CID) while waiting for the tow truck if the vehicle does not work. Send all documentation within 24 hours to clienti@elettracarsharing.com

If the car is undrivable, you can use an alternative car sharing car or you will be allowed a taxi ride up to a maximum of € 25. The cost of the taxi trip will be reimbursed on your next use (n.b. the taxi will NOT be reimbursed in the event of an accident with fault).

How do I start my rental?

Once you’re near the EV, you can simply unlock it with the App by reading the QR Code, or by entering the license plate number. The system opens the car doors and you can start your journey. You’ll find the keys inside the glove compartment.

What documents do I need to register?

A valid driving license, including foreign ones, and a valid ID.

I am a new driver, can I register?

You surely can.

How do I sign up for the service?

You can register on the website and on the Elettra Car-Sharing App by filling out the registration form.

How much does it cost to rent a car?

With Elettra you can choose what type of rate to use according to your needs, choosing the Station Based or Free Floating system. In the first case, the rate consists of a time price (in relation to the time of use) + a kilometric quota (in relation to the distance traveled). The rates for the Free Floating service include only the rate per minute for the first 50Km. After the first 50 km a kilometer quota is added. The costs of energy recharging or refueling are included in the rate.

If you want more information, see the Rates page.

Can I return the car to a different car park from the pick up location?

Station Based vehicles need to be returned to the pick up location within the travel end time while Free Floating vehicles can be dropped off anywhere, within the operational area of the City Center. (view the map)

How can I pay?

You have to register a payment card upon registering, either a credit card or a prepaid card.

What should I do to extend my car rental period?

In case of a booking in Station Based mode, it is possible to extend the period by viewing your booking on the App.

If the extension does not compromise a subsequent booking of another customer, your booking will be extended without charge. Otherwise an e-mail and text message will be sent in which this risk is highlighted. If the extension is confirmed and therefore the next trip must be canceled, a penalty of € 50 will be applied to the customer.

For this reason, we suggest to book an EV for a longer time than expected. The cost of a possible early return compared to the end of the booking is much lower than the risk of compromising another customer’s ride. Should the extension be requested due to a problem beyond the customer’s control (e.g. traffic jam), we suggest to call the call center  800.002.288 so that they can manage subsequent bookings.

Where can I drop off the vehicle?

A Station Based rental vehicle has to be returned to the pick-up location whereas Free Floating vehicles can be dropped off in any designated parking stall within the operational area of the city center.
For Station Based mode: if the Elettra car park is illegally taken, you can park nearby because vehicle return is allowed within 200 meters, otherwise you will need to contact the call center on 800.002.288.

Parking is free within the Blue parking lines of on-street parking spots and the ‘Blue Island’ quick stop parking areas.
You will have to pay for car parks with barrier systems, managed by private individuals (including the APCOA area in Piazza della Vittoria).

How to recharge a vehicle?

Elettra Car-Sharing EVs are always fully charged but you may have to make a stop to charge it at a public charging point if you book a Station Based EV for a long period of time or when you need to travel a lot of kilometres.

Find out how to recharge by downloading our guide.

How to book a vehicle?

You can book a vehicle using your App or on the web portal.

You can choose Station Based or Free Floating mode by clicking on respectively the Car Park icon or the Car icon on the website or on the APP.

On the map you will see all active EV car parks for Station Bases vehicles and all Free Floating cars available (see icons).

In the Station Based mode you can book your car shortly in advance (15 minutes) or even to book the car for a later date (e.g. in a week), indicating the day and time of both departure and expected return. The license plate of the vehicle will be assigned to you 60 minutes before collection and can be viewed on the App, via email or text message.

In the Free Floating mode it is possible to pick up a car on demand, without booking in advance. Or you can book the car you need, hold it for 15 minutes so you have time to pick it up. A time of use is not required.

What do I do if I need to make a stop during the rental period?

Once the EV has been picked up you can start driving it straight away. If you have to stop, close it with the keys and take them with you, like you would with your own car.

How are the rates applied?

Different rates are applied based on the operational mode, either Station Based or Free Floating.

The best list price is guaranteed for each trip. The choice between hourly rate or daily or weekend flat rate is made automatically by the system during the billing phase.

The rates for the Station Based service consist of a time-based fee (duration of the booking) to which a kilometric quota (distance) is added. After the first hour of use, every quarter of an hour is charged. Unused booking time is billed at 50% of the list price (for example, if I book a Panda from 14.00 to 16.00 and return it at 15.30, the half hour booked and not used costs 50% of the half-hour list rate, or € 0.81). If a long-term journey is booked, the fare includes a daily flat rate to which the share per kilometer is added.

The rates for the Free Floating mode include only the rate per minute for the first 50Km. After 50 km a kilometric quota is added.

For more information, see the Rates section.

What should I do if the car does not open?

Verify that this is the vehicle you booked by checking the license plate number. If a message appears on the App indicating a problem with the location of the car, you can try to log out and re-enter your App profile. If the problem persists, call the Call Center for free at 800.002.288.

If the App does not respond, what can I do?

Check your device’s data coverage. If the problem persists, close and reopen the App. Should the it still not respond and you have an active reservation, contact the Call Center at 800.002.288.

OTHER IMPORTANT INFORMATION ABOUT ELECTRIC DRIVING
  • In N mode the car is no longer on parking brake, also referred to as car wash mode.
  •  

  • In mode D the vehicle drives in a conventional way and you need to use the brake to slow down because lifting your foot off the accelerator does not involve a substantial change in speed.
  •  

  • In B mode, the car recovers energy by braking and thus by taking your foot off the accelerator you can feel it decelerate, which can be assisted by the brake pedal in case you need a more sudden slowdown. In this mode it is therefore possible to contribute to the extension of the battery life.
  •  

  • Turning on the various on-board devices such as air conditioning involves a variable reduction in autonomy based on the intensity of the action required.
  •  

  • Electric cars are quiet, so pay extra attention to pedestrians and enjoy this new driving experience!