General
How does vehicle sharing work?
It’s easy and straightforward. You register online and become a GoTo member. Once you’ve done that, download the GoTo app, use it to find a car near you, and reserve it per hours and days, for as long as you need. Then you just walk to the vehicle, open it up using either the app or your membership card, and you’re free to drive away!
What is vehicle sharing?
A vehicle-sharing service is a type of car rental designed to accommodate journeys per hours and days. Users rent a vehicle only for the period of time they need it. It’s a more sustainable and environmentally friendly alternative to car ownership, because it reduces the number of cars on the streets and their usage.
What if my phone runs out of battery?
It is necessary to have your phone always charged because it starts and ends your ride. As an alternative to your phone you can use the membership card to lock and unlock vehicles.
Are GoTo vehicles with automatic or manual gears?
We have both automatic and manual gear vehicles. Check car description before you book one.
I left my personal item in the vehicle... What shall I do?
If you notice that you lost something, call us on +314 915 064 279 or write to us at info.es@gotoglobal.com. We will contact other drivers who used the car after you. Please note, unclaimed items will be donated after 30 days.
Can I use GoTo abroad?
You can not use the service of GoTo Spain outside the Spanish peninsula (only Spain).
Membership
How do I register for GoTo vehicle sharing service?
You must be 23 to 75 years of age, and must have held a valid driving licence for a minimum of one year. You must also possess a valid debit or credit card to make payment with. If you meet these requirements, fill in the registration form, and our customer service team will perform verification checks. This can take up to 24 hours.
How do I pay?
Once you finish your journey, we will deduct the cost of your trip from your credit/debit card, and email the receipt to you. Each month, we’ll issue you an invoice detailing all your trips for that month. You can also see this information summarised in the GoTo app.
How do I get my membership card?

We will mail your membership card to the postal address of your account.

How can I cancel my GoTo Spain membership?
You can cancel your account with a written request - either by email (info.es@gotoglobal.com) or by postal service - or by calling our customer service at +34 915 064 279
Do you accept International Driver's Licences?
Yes, we accept international driver's licenses. We will ask you to upload a photo of the front and back of your driver's license when registering. Verifying your license can take up to 24 hours.
Can others drive using my account?

You can share your GoTo account with others, for example, your family members. You can add an additional driver to your account free of charge. Each additional driver will cost you €5 per month. You can add new drivers by logging into your account through our website, and adding driver details. Following the verification process, the driver will be added to your account and will be able to book rides. Only GoTo members are insured and authorized to use the service. Business accounts can have up to 15 drivers. You can check how many drivers your company account includes in our "Business" section on the web.
What methods of payment does GoTo accept?
We accept all valid credit or debit cards payments.
How do you charge me?
The charges for your trips will be charged daily to the payment method you select. You can update or modify your payment method at any time by logging into your account through our website. You will be charged for the total time of use of the vehicle and the kilometers traveled. More information in the rates section on our website.
I lost my membership card. What do I do?
Contact us to let us know that it was lost or stolen, or that your dog ate it, and we will gladly send you a new card. Keep in mind that the fee for replacement cards is € 10.
Pricing and Packages
How much does a vehicle cost?
We have a selection of rate plans for different needs. We have a plan with a monthly fee, which has up to 30% discount on time and KM rates, but if you are going to use it less than once a month we recommend our free plan. Check our list of plans and prices, in the rates section.
How do you apply GoTo driving credit to my trip?
You can use GoTo credit to cover your booking time and mileage costs. If GoTo Credit is available, we automatically apply it to any trips uploaded to your payment profile. Your receipt or the invoice that we send you to mail will show you the credit used and how much credit you have left.
Booking a car
How can I book a vehicle?
Once registered as a GoTo member, to rent a car use our application that you can download from the App Store and Google Play. Search on the map for the car you need in the closest parking spot and select the period of time you want to reserve it for.
How do I recognise which one is a Roundtrip car and which is a One-Way car?
Our parking spots Have signs and our cars are labeled with our brand. If there are two identical models, check with the license plate of the reserved car in the app which one is yours.
I booked a Roundtrip vehicle but it’s not there. What shall I do?
Are you sure that you are in the designated area for our vehicles and in the correct parking lot? Well, then call us at +34 915 064 279 if the vehicle is not there. 
Can I make a reservation through your website?
To make a reservation you must use the GOTO app or call our Customer Service team.
What if I want to cancel or cancel a booking?
You can cancel or shorten your reservation up to 6 hours before the start time, free of charge. In case you cancel / reduce the reservation with less than 6 hours in advance, you will be charged 25% of the amount of the time canceled or 50% if you do it less than an hour before the start of the reservation. If you cancel less than 1 hour before the booking start, we will charge the first hour complet and 50% of the rest.
This rules apply to the first 24 hours of your booking, the rest of the reservation will not be charged).
How do I end my trip?
Once your trip is finished, remember that you must return the car to the same parking spot that you took it from. Once parked in one of the GoTo marked spaces. Just turn off the engine, lock the car, and end your trip in the GoTo app.Also you can lock the vehicle using the GoTo app or your smart card, either at the end or during the journey.
Using GoTo
How long in advance can I book a vehicle?
Our vehicles can be reserved up to 3 months in advance.
How do I navigate to the available parking spot?
In the app, simply click on "Navigate to the parking lot" and it will take you to the same parking spot from which you started the trip.
How can I access to Madrid 360?

If the vehicle you have reserved is in a parking lot within Madrid 360, you can circulate freely in this area. In the event that the vehicle is parked outside Madrid 360, you must park in a public car park within Madrid 360, to be able to circulate through this area during your trip.

Do I have to drop the vehicle off at the same place I found it when I’m done?
yes, cars must be returned to the origin parking spot, in the designated area.
What if I’m late returning the vehicle?
We kindly request you avoid returning the cars late, if possible, as it may affect other users who have reserved the same car. If you know you're going to be late and can't help it, please contact our customer service team right away to see if we can extend your reservation. There is a penalty for returning the car later than the reservation completion time.
Can I smoke in GoTo vehicles?
No. GoTo vehicles are shared by many users, so we don't want the cars to smell like cigerettes ext. If we are informed or have reason to believe that you smoked during your trip, we can invoice you for the relevant cleaning bills according to the price / penalty list.
Am I allowed to take my pet in the vehicles?
We have a wide user community and some of them may have allergies to pet hair. We have to make sure everyone is safe, so we cannot allow animals for this reason.
How do I contact the GoTo customer service team during my journey?
If you need to talk to us during your trip, you will find a button to call using the GoTo App.
FUELING
What happens if the car is low on fuel?
Fuel is included in the reservation. You can refuel at any of the gas stations in our partnership marked on the card you have on the driver's sun visor. If there is no partnership gas station nearby, you can refuel at any other and when you send us the receipt, we will refund the money to the credit / debit card of your account. We ask our users to always return the car with at least 1/4 of the fuel tank full. In the event that at the beginning of the reservation, the deposit marks less than 1/4 full, please notify our customer service team at +34 915 064 279.
Damages and Insurance
I already have vehicle insurance, can I just use that?

Unfortunately no, your existing insurance is not valid to cover GoTo vehicles. Please read our Terms and Conditions for more information on insurance and coverage. 
What insurances does GoTo offer?
All our vehicles are protected through third party auto insurance with a policy that includes theft. We offer you this insurance with an excess of € 499 if you drive one of our cars. If you want, you can contract a reduction (to € 99) for a fee of € 59.99 / year. If you are under 23 years of age, you are obliged to contract this excesss reduction. Please read our Terms and Conditions for more information.
What do I do if I find damage on the vehicle I’ve rented?
During the damage report at the start of your rental, you have the option to view previous reported damages to the vehicle. If the damage you have noticed has already been detailed in a previous report, you are not required to do anything. However, if you can't see any mention of the damage in previous reports, please record it yourself or that damage will be assigned to use during your reservation.
What do I do if I have an accident while driving?
The priority is to make sure that you and anyone else involved in the accident are okay. Also make sure the accident site is safe. Once that is done, please contact our customer service team immediately to complete our accident report form. Read our Terms and Conditions for more information on insurance and coverage.