Welcome to your GoGuide
RATING CLEANLINESS
Contents
When you first open the doors & hop into your GoCar you will see the screen below.
Before you set off, please rate the GoCar’s Cleanliness by rating it out of 5.
(1 = extremely dirty, 5 = spotless)
Once your Cleanliness is rated you can then click ‘Submit’, unless you find damage on the outside or inside of your GoCar, if this is the case, please see the next section.
REPORTING VEHICLE DAMAGE
If you find damage larger than a €2 coin on your GoCar when starting your trip please report this in the app by clicking “Add More Information” after rating cleanliness.
Please describe & upload photos of the damage as well as you can.
You must do this before starting your trip so we know any damage was not of your making.
If the car in not in a drivable condition please call us on 018441969 and we will assist in moving your booking to another GoCar.
MY GOCAR WAS ALREADY UNLOCKED WHEN I ARRIVED
If your GoCar is already unlocked when you first arrive please hold the door open and do the unlocking sequence on your app as usual, hop in and ensure the key & fuel card are present in the glove box.
If they are, remove the keyfob from the keypad in the glove box & start your trip as normal.
If you have any issues please call us on 018441969.
CROSSING TOLL ROADS
When passing the M50 Toll (eFlow) the toll charge of €3.70 (for cars) and €4.70 (for vans) each way is charged directly to your GoCar account, payable at the end of your trip, this means you will not need need to go online or into a fuel station to pay for this toll.
Please be aware that M50 Toll charges are invoiced separately from your trip invoice and the above charges include a €0.60 admin fee..
See the location of the M50 Toll on the map below.
DRIVING IN NORTHERN IRELAND
Unlike many car rental companies, GoCar does not charge extra for travelling across the border into Northern Ireland.
You can cross the border as many times as you wish but please be aware of the following:
REFUELLING YOUR GOCAR
Every GoCar contains a Circle K fuel card that can be found in the glovebox and can only be used at Circle K service stations.
To refuel, first confirm the fuel type located on the fuel cap and fill up no more than the daily maximum value of €70.
Take the fuel card in with you to the service station shop and you'll be asked to insert the fuel card like you would with a credit/debit card. You'll find the PIN under 'Refuel Information' on your GoCar app while on an active trip.
If you are experiencing issues with the fuel card and are unable to pay using it, please (where possible) pay for it yourself, take a photo of the receipt and submit a request (with the photo of the receipt attached), and we will issue a full refund.
Please call us if the fuel card is missing.
If you are stuck and you refuel at a garage other than
Circle K, we may (at GoCar’s discretion) issue a refund in
credit only to your GoCar account.
Road signs are in Miles instead of Kms
The currency is £ Sterling rather than € Euro
Our Circle K fuel cards will not work across the border
You cannot leave the island of Ireland in a GoCar
ACCIDENTS, BREAKDOWNS & EMERGENCIES
Do not admit liability for damage and do not agree to settle the cost for any damages to any vehicles involved – Our insurance team will be in touch with the parties involved regarding damages and repairs.
Exchange details – Please capture the registration of the vehicle you have been involved in the incident with and exchange insurance details with the third party.
Photographs of the incident scene & damages – Photograph the scene of incident and the damages on the vehicles, please do not move the vehicles if unsafe to do so.
Contact Garda if any injuries – Please note the station called, the Garda who took the call and the pulse ID (this will be added to your file).
Contact GoCar – A representative will log your claim on their database and supply you with a reference number for your claim including emailing you an accident report form.
Follow up – A claims hander will be assigned to your file. They will process the file in line with our damage & insurance policy.
If you are are involved in a collision, it is extremely important to follow these steps:
If you have a breakdown please call us immediately on 018441969 and a member of the team will assist you. If there is no answer please leave a voicemail & we will call you back ASAP.
EXTENDING YOUR BOOKING
Booking extensions (when available) can be completed online, on our app, or through the call centre. If attempting to extend and you receive an error warning - there may be a booking directly after yours. Please make your way back to the GoBase as soon as possible and call us or email us to let us know your estimated return time.
Late returns can result in an additional fine of €25 and can really affect other members.
Please be conscious when returning your GoCar on time!
All other toll roads are payable at the barrier.
MY GOCAR WON'T LOCK
If you have issues locking your GoCar with the app when ending your trip, please follow these steps:
> Ensure all vehicle doors and boot are fully closed and the data fob is re-inserted correctly into the keypad in the glove box, then try the locking sequence again on the app.
I CAN'T FIND PARKING AT THE GOBASE
In the event of a non-GoCar vehicle being parked in the GoBase you are returning to or you cannot find parking at the GoBase, please legally park the GoCar as close as you can to the GoBase you are returning to.
After you end the trip, please inform us to where the car is parked, referencing a road name and/or a place of interest (eg. across the road from the Spar shop, beside the bank etc.)
You can pass this info on by email or our social media channels.
Please be aware that parking illegally, resulting in the car being clamped or towed will result in the specific clamp/tow retrieval penalty being charged to the customer’s account including a €25 call out fee.
> If that doesn't work and you have an access card; hold the access card over the card reader in the windscreen of your GoCar until the light turns red.
See how to add an access card HERE
> If your GoCar does not have a card reader in the windscreen or it is still not locking, book the car again for an hour and start and end the trip immediately; the trip will be refunded automatically as long as it doesn't move.
> If the GoCar still isn't locking, please contact our customer services team on 018441969.
Never leave a GoCar unlocked, customers who do so may be blocked from using the service.
ADDING AN ACCESS CARD TO YOUR GOCAR ACCOUNT
Adding an access card will give you peace of mind as it acts as a backup to your GoCar app if there are connectivity issues or your phone’s battery dies.
See the 3 quick steps to add your access card below.
An access card can be any contactless debit/credit card or Leap Card.
No money is ever taken from your access card when doing this or opening/closing a GoCar.
1. Click ‘Add Access Card’ from the menu on the left hand side
2. Click ‘Add a card’ & choose the closest available GoCar to register your card on
3. Swipe your card over the card reader on the windscreen until the screen on your app shows the following:
Please be aware that this cannot be done when you are on an active trip.
STARTING YOUR TRIP - WHAT YOU SHOULD KNOW
STARTING YOUR TRIP - WHAT TO KNOW
RATING CLEANLINESS
When you first open the doors & hop into your GoCar you will see the screen below.
Before you set off, please rate the GoCar’s Cleanliness by rating it out of 5.
(1 = extremely dirty, 5 = spotless)
Once your Cleanliness is rated you can then click ‘Submit’, unless you find damage on the outside or inside of your GoCar, if this is the case, please see the next section.
REPORTING VEHICLE DAMAGE
If you find damage larger than a €2 coin on your GoCar when starting your trip please report this in the app by clicking “Add More Information” after rating cleanliness.
Please describe & upload photos of the damage as well as you can.
You must do this before starting your trip so we know any damage was not of your making.
If the car in not in a drivable condition, please call us on 018441969 and we will assist in moving your booking to another GoCar.
MY GOCAR WAS ALREADY UNLOCKED WHEN I ARRIVED
If your GoCar is already unlocked when you first arrive please hold the door open and do the unlocking sequence on your app as usual, hop in and ensure the key & fuel card are present in the glove box.
If they are, remove the keyfob from the keypad in the glove box & start your trip as normal.
If you have any issues please call us on 018441969
DRIVING IN NORTHERN IRELAND
Unlike many car rental companies, GoCar does not charge extra for travelling across the border into Northern Ireland. You can cross the border as many times as you wish, but please be aware of the following:
Road signs are in Miles instead of KMs
The currency is £ Sterling rather than € Euro
Our Circle K fuel cards will not work across the border
You cannot leave the island of Ireland in a GoCar
REFUELLING YOUR GOCAR
Every GoCar contains a Circle K fuel card that can be found in the glovebox and can only be used at Circle K service stations.
To refuel, first confirm the fuel type located on the fuel cap and fill up no more than the daily maximum value of €100. Take the fuel card in with you to the service station shop and you'll be asked to insert the fuel card like you would with a credit/debit card. You'll find the PIN under 'Refuel Information' on your GoCar app while on an active trip.
If you are experiencing issues with the fuel card and are unable to pay using it, please (where possible) pay for it yourself, take a photo of the receipt and submit a request (with the photo of the receipt attached), and we will issue a full refund. Please call us if the fuel card is missing.
If you are stuck and you refuel at a garage other than
Circle K, we may (at GoCar’s discretion) issue a refund in
credit only to your GoCar account.
ACCIDENTS, BREAKDOWNS & EMERGENCIES
If you are are involved in a collision, it is extremely important to follow these steps:
Do not admit liability for damage and do not agree to settle the cost for any damages to any vehicles involved – Our insurance team will be in touch with the parties involved regarding damages and repairs.
Exchange details – Please capture the registration of the vehicle you have been involved in the incident with and exchange insurance details with the third party.
Photographs of the incident scene & damages – Photograph the scene of incident and the damages on the vehicles, please do not move the vehicles if unsafe to do so.
Contact Garda if any injuries – Please note the station called, the Garda who took the call and the pulse ID (this will be added to your file).
Contact GoCar – A representative will log your claim on their database and supply you with a reference number for your claim including emailing you an accident report form.
Follow up – A claims hander will be assigned to your file. They will process the file in line with our damage & insurance policy.
If you have a breakdown please call us immediately on 018441969 and a member of the team will assist you. If there is no answer please leave a voicemail & we will call you back ASAP.
CROSSING TOLL ROADS
When passing the M50 Toll (eFlow) a toll charge of €3.70 (for cars) and €4.70 (for vans) each way is charged directly to your GoCar account, payable at the end of your trip, this means you will not need need to go online or into a fuel station to pay for this toll.
Please be aware that M50 Toll charges are invoiced separately from your trip invoice and the above charges include a €0.60 admin fee.
See the location of the M50 Toll on the map below.
All other toll roads are payable at the barrier.
EXTENDING YOUR BOOKING
Booking extensions (when available) can be completed online, on our app, or through the call centre. If attempting to extend and you receive an error warning - there may be a booking directly after yours. Please make your way back to the GoBase as soon as possible and call to let us know your estimated return time.
Late returns can result in an additional fine of €25 and can really affect other members.
Please be conscious when returning your GoCar on time!
MY GOCAR WON'T LOCK
If you have issues locking your GoCar with the app when ending your trip, please follow these steps:
> Ensure all vehicle doors and boot are fully closed and the data fob is re-inserted correctly into the keypad in the glove box, then try the locking sequence again on the app.
> If that doesn't work and you have an access card; hold the access card over the card reader in the windscreen of your GoCar until the light turns red.
See how to add an access card HERE
> If your GoCar does not have a card reader in the windscreen or it is still not locking, book the car again for an hour and start and end the trip immediately; the trip will be refunded automatically as long as it doesn't move.
> If the GoCar still isn't locking, please contact our customer services team on 018441969.
Never leave a GoCar unlocked, customers who do so may be blocked from using the service.
I CAN'T FIND PARKING AT THE GOBASE
In the event of a non-GoCar vehicle being parked in the GoBase you are returning to or you cannot find parking at the GoBase, please legally park the GoCar as close as you can to the GoBase you are returning to.
After you end the trip, please inform us to where the car is parked, referencing a road name and/or a place of interest (eg. across the road from the Spar shop, beside the bank etc.)
You can pass this info on by submitting a request or via our social channels.
Please be aware that parking illegally, resulting in the car being clamped or towed will result in the specific clamp/tow retrieval penalty being charged to the member's account including a €25 call out fee.
ADDING AN ACCESS CARD TO
YOUR GOCAR ACCOUNT
Adding an access card will give you peace of mind as it acts as a backup to your GoCar app if there are connectivity issues or your phone’s battery dies.
See the 3 quick steps to add your access card below
An access card can be any contactless debit/credit card or Leap Card.
No money is ever taken from your access card when doing this or opening/closing a GoCar.
1. Click ‘Add Access Card’ from the menu on the left hand side
2. Click ‘Add a card’ & choose the closest available GoCar to register your card on
3. Swipe your card over the card reader on the windscreen until the screen on your app shows the following:
Please be aware that this cannot be done when you are on an active trip.
MY GOCAR WON'T OPEN
If your GoCar does not unlock when you arrive to start your trip:
Please ensure you have location services/GPS activated on your phone.
If this happens between 8:00 - 22:00
> Close and reopen the GoCar app on your phone and try the unlock sequence again - if that doesn't work:
> Open up the live chat feature in the app where a member of our support team will be on hand to help
If this happens between 22:00 - 8:00
> If you have an access card already registered you can hold this card over the card reader on the windscreen until the light on the reader turns green - this will indicate that the car is now open
(please note this is not applicable to GoCars without windscreen card readers)
> If this does not work for you and there is another GoCar nearby, please book that vehicle for the same duration as your original trip and let us know by submitting a request HERE
As long as your GoCar has not moved, an automatic refund will be issued back to the card on your account.
> If none of these options are available to you, we firstly apologise for the inconvenience. In this case please also contact us by submitting a request with the details.
MY GOCAR WON'T OPEN
If your GoCar does not unlock when you arrive to start your trip:
Please ensure you have location services/GPS activated on your phone
If this happens between 8:00 - 22:00
> Close and reopen the GoCar app on your phone and try the unlock sequence again - if that doesn't work:
> Open up the live chat feature in the app where a member of our support team will be on hand to help
If this happens between 22:00 - 8:00
> If you have an access card already registered you can hold this card over the card reader on the windscreen until the light on the reader turns green - this will indicate that the car is now open
> If this does not work for you and there is another GoCar nearby, please book that vehicle for the same duration as your original trip and let us know by submitting a request HERE
As long as your GoCar has not moved, an automatic refund will be issued back to the card on your account.
> If none of these options are available to you, we firstly apologise for the inconvenience. In this case please also submit a request with the details and we'll get back to you as soon as we can.
You'll get a notification by push message that your booking is due to start soon - Click the push message and open the app.
1.
2.
You'll see a banner message notifying you that your trip is about to begin - Click 'Locate my car' (this will be available 5 mins before the start time).
3.
The app will then direct you to the GoCar you have booked - Confirm the reg plate number matches that on your app, and click 'I found my car'.
4.
Now it's time to unlock your GoCar - Hold your thumb down on the app for 5 seconds as directed in the app.
5.
Once inside the GoCar - Take the keys from the keypad in the glovebox and do a quick check for vehicle body damage & cleanliness.
Take a photo of any body damage to the GoCar and upload them via the app before you submit information on cleanliness.
Now it's time to hit the road and GO!
1.
You'll get a notification by push message that your booking is due to start soon
Click the push message and open the app.
2.
You'll see a banner message notifying you that your trip is about to begin
Click 'Locate my car'
(this will be available 5 mins before the booking start time).
3.
The app will then direct you to the GoCar you have booked
Confirm the reg plate number matches that on your app, and click 'I found my car'.
4.
Now it's time to unlock your GoCar - Hold your thumb down on the app for 5 seconds as directed in the app.
Once you are inside the GoCar:
Take the keys from the keypad in the glovebox and do a quick check for vehicle body damage & cleanliness.
Take a photo of any body damage to the GoCar and upload them via the app before you submit information on cleanliness.
5.
Now it's time to hit the road and GO!
MY GOCAR IS NOT AT THE GOBASE
If you arrive at the GoBase specified and the GoCar you booked is not there, have a quick look down the street or around the corner to make sure the previous member couldn't find parking at the exact location.
If you there is no sign of the GoCar or it is appearing far away from where the GoBase should be, please call us on 018441969 and a member of the team will be happy to assist you.
MY GOCAR IS NOT AT THE GOBASE
If you arrive at the GoBase specified and the GoCar you booked is not there, have a quick look down the street or around the corner to make sure the previous member couldn't find parking at the exact location.
If you there is no sign of the GoCar or it is appearing far away from where the GoBase should be, please call us on 018441969 and a member of the team will be happy to assist you.
You'll find everything you need to know about GoCar here, before you drive, on the road and returning your vehicle.
Contents
Before you set off...
During your trip...
Ending your trip...
Before you drive...
On the road...
Returning your vehicle...
Other important info...
You'll find everything you need to know about GoCar here - before you drive, on the road and returning your vehicle.
Welcome to your GoGuide
Contents
Before you set off...
During your trip...
Ending your trip...
Other important info...
Contents
Contents
Ending your trip...
Before you drive...
Other important info...
Contents
On the road...
Returning your vehicle...
Other important info...
ADDING AN ACCESS CARD TO YOUR GOCAR ACCOUNT
Adding an access card will give you peace of mind as it acts as a backup to your GoCar app if there are connectivity issues or your phone’s battery dies.
See the 3 quick steps to add your access card below.
An access card can be any contactless debit/credit card or Leap Card.
No money is ever taken from your access card when doing this or opening/closing a GoCar.
1. Click ‘Add Access Card’ from the menu on the left hand side
2. Click ‘Add a card’ & choose the closest available GoCar to register your card on
3. Swipe your card over the card reader on the windscreen until the screen on your app shows the following:
Please be aware that this cannot be done when you are on an active trip.
FINES & PENALTIES
As a GoCar member we expect you to treat our vehicles as if it was your own; by keeping it tidy, driving & parking responsibly and bringing your GoCar back on time and to the correct location.
If the above are not followed, you may incur a fine or be blocked from using GoCar in the future.
You can see a full list of our fines and penalties HERE.
Please be aware that this cannot be done when you are on an active trip.
ADDING AN ACCESS CARD TO YOUR GOCAR ACCOUNT
Adding an access card will give you peace of mind as it acts as a backup to your GoCar app if there are connectivity issues or your phone’s battery dies.
See the 3 quick steps to add your access card below.
An access card can be any contactless debit/credit card or Leap Card.
No money is ever taken from your access card when doing this or opening/closing a GoCar.
1. Click ‘Add Access Card’ from the menu on the left hand side
2. Click ‘Add a card’ & choose the closest available GoCar to register your card on
3. Swipe your card over the card reader on the windscreen until the screen on your app shows the following:
Please be aware that this cannot be done when you are on an active trip.
FINES & PENALTIES
As a GoCar member we expect you to treat our vehicles as if it was your own; by keeping it tidy, driving & parking responsibly and bringing your GoCar back on time and to the correct location.
If the above are not followed, you may incur a fine or be blocked from using GoCar in the future.
See our fines and penalties below if the above principles are broken:
Please be aware that this cannot be done when you are on an active trip.
> Leaving a GoCar excessively dirty - €100 cleaning fine
GoCar may add to this fine depending on how dirty the vehicle is.
> Getting clamped / parking recklessly - €25 to €50 (depending on location)
> Late returning GoCar (if another member is affected) - €25 + 1.5 times the hourly rate
> Leaving GoCar far away from GoBase - €50 (within Dublin) €100 (outside of Dublin)
> Leaving GoCar with lower than 1/4 tank of fuel - €25
ADDING AN ACCESS CARD TO YOUR GOCAR ACCOUNT
Adding an access card will give you peace of mind as it acts as a backup to your GoCar app if there are connectivity issues or your phone’s battery dies.
See the 3 quick steps to add your access card below.
An access card can be any contactless debit/credit card or Leap Card.
No money is ever taken from your access card when doing this or opening/closing a GoCar.
1. Click ‘Add Access Card’ from the menu on the left hand side
2. Click ‘Add a card’ & choose the closest available GoCar to register your card on
3. Swipe your card over the card reader on the windscreen until the screen on your app shows the following:
Please be aware that this cannot be done when you are on an active trip.
FINES & PENALTIES
As a GoCar member we expect you to treat our vehicles as if it was your own; by keeping it tidy, driving & parking responsibly and bringing your GoCar back on time and to the correct location.
If the above are not followed, you may incur a fine or be blocked from using GoCar in the future.
See our fines and penalties below if the above principles are broken:
Please be aware that this cannot be done when you are on an active trip.
> Leaving a GoCar excessively dirty - €100 cleaning fine
GoCar may add to this fine depending on how dirty the vehicle is.
> Getting clamped / parking recklessly - €25 to €50 (depending on location)
> Late returning GoCar (if another member is affected) - €25 + 1.5 times the hourly rate
> Leaving GoCar far away from GoBase - €50 (within Dublin) €100 (outside of Dublin)
> Leaving GoCar with lower than 1/4 tank of fuel - €25
FINES & PENALTIES
As a GoCar member we expect you to treat our vehicles as if it was your own; by keeping it tidy, driving & parking responsibly and bringing your GoCar back on time and to the correct location.
If the above are not followed, you may incur a fine or be blocked from using GoCar in the future.
You can see a full list of our fines and penalties HERE.
Follow GoCar on Social Media
Follow GoCar on Social Media
You'll see the live chat option available in the app at the start, during & when ending your booking
You'll see the live chat option available in the app at the start, during & when ending your booking