free2move Customer Service — detailed professional guide

Overview and key facts

free2move is a mobility brand created by Groupe PSA in 2016 and integrated inside the Stellantis group after the FCA–PSA merger (Stellantis formation in 2021). Today the brand covers carsharing, short-term rental, long-term rental, fleet management and electric vehicle charging services across Europe and selected global cities. The primary public touchpoint is the official website (https://www.free2move.com) and the iOS / Android mobile apps where most local product details, prices and contact points are published.

As an operator, free2move combines consumer-facing services and B2B fleet offerings. Typical operating metrics professionals should track are response SLAs, refund turnaround, damage-resolution timelines, and per-vehicle availability. For context, consumer carsharing marketplaces in Europe commonly show pricing bands (2024 market norms) of approximately €0.19–€0.35 per minute, hourly bundles €6–€15, and daily rental starting around €29–€99 depending on vehicle category and market; free2move’s local rates will fall within these ranges and are displayed in-app per city.

Primary contact channels and what to prepare

free2move organizes customer service through multiple channels: in-app chat / messaging, a regional phone line (roadside assistance typically available 24/7), email/ticketing for non-urgent cases, and dedicated account managers for corporate customers. The fastest path for consumer incidents (booking errors, immediate vehicle issues, on-trip billing disputes) is the in-app report function because it attaches booking ID, GPS start/end, and vehicle ID automatically.

When contacting support, have the following data ready; this reduces handling time and avoids a second contact cycle. The items below reflect what agents will ask for on first contact and are therefore essential.

• Booking reference / trip ID (format shown in app) and date/time of the trip.
• Vehicle plate number and vehicle ID (visible in app or on the vehicle), plus exact pick-up/drop-off GPS coordinates if possible.
• High-resolution photos for damage/loss claims (timestamped), location of the incident, and a short written chronology of events.
• Payment method used (last 4 digits of card), invoice/receipt number if disputing charges, and your full account email/phone.

Common issues: handling process and practical details

Booking irregularities and cancellations: If a reserved vehicle is unavailable, free2move typically offers an immediate replacement or refunds the booking amount. For prepaid rentals, refunds to the original payment card commonly take 3–10 business days depending on the bank; alternative refund timelines (e.g., credits in platform wallet) are often instantaneous. Always request a written confirmation (ticket number) of the refund decision.

Damage, accidents and roadside assistance: For accidents, call roadside assistance first (in-app/phone) and follow local emergency rules. Most free2move rental products include a collision damage waiver (CDW) with an excess; excess ranges vary by vehicle and country — commonly between €500 and €2,000. Agents initiate a damage report and will provide a case number; expect a damage assessment and final liability decision in 7–30 business days depending on complexity.

Billing, refunds, and disputed charges

Billing disputes are one of the most frequent inquiries. Chargebacks through banks should be a last resort because they lengthen resolution: the standard process is to open a dispute ticket inside the app or via the platform help center and upload supporting evidence within 10 calendar days. Agents typically respond within 24–72 hours; complex billing investigations can take up to 15 business days.

Pre-authorizations and holds: Many bookings place a security hold on the customer’s card (deposit) — typical hold amounts are market-dependent and can be €300–€1,500 for rentals or a variable insurance excess for short-term hires. Holds are released by the bank when the final invoice is posted; release timing is controlled by the customer’s card issuer (3–10 business days after finalization in most cases).

Corporate & fleet customers — SLAs, integration, billing

For corporate accounts, free2move provides named account managers, consolidated monthly invoicing (net 30/60 terms often negotiable), telematics integration (via APIs and FTP for trip data) and service-level agreements. Typical fleet agreements include availability guarantees (e.g., 95% uptime for vehicles listed), dedicated support phone numbers during business hours, and quarterly performance reviews to adjust KPIs such as utilization rate and average downtime.

Integrations: fleet managers using free2move’s Fleet Service should expect CSV or API delivery of trip logs within 24 hours and customizable invoice breakdowns for fuel, tolls, mileage, and damage charges. Onboarding timelines for fleets are usually 4–8 weeks: documentation, vehicle provisioning, driver training and technical integration.

Escalation, legal recourse and consumer rights

If first-line customer support does not resolve a problem, escalate: request a supervisor, then the regional complaints team, and finally lodge a written complaint via the company’s official contact form (linkable from the app or site). Record all ticket numbers and timestamps. Most companies set an internal escalation SLA of 7–15 business days for complex cases.

If a satisfactory resolution is not reached, consumers in the EU can use local alternative dispute resolution (ADR) bodies or file a complaint through national consumer protection authorities. For B2B contracts, refer to the contractual dispute resolution clause — many contracts specify mediation followed by arbitration within a specific jurisdiction (check your corporate agreement for exact terms).

Quick practical checklist before you contact support

• Take timestamped photos and screen captures (booking, map, vehicle ID).
• Collect payment info (card last 4 digits), booking ID and trip timestamps.
• Use the in-app reporting tool first — it accelerates evidence gathering.
• For emergencies (accident, breakdown) call roadside assistance immediately and obtain a case number.