FAQ
Most frequently asked questions
GoTo Madrid becomes guppy! And this for you means more advantages, simplicity, agility and sustainable mobility options throughout Madrid and the rest of Spain. If you want to continue traveling with us, follow the following steps: https://www.guppy.es/goto/es/
We are a shared mobility solution available in Madrid with more than 500 cars available for sharing. Through our application, we offer quality service and an availability guarantee.
We are working 24/7 to offer you the best service. You can reach us through email: hola.madrid@guppy.es or phone 91 506 42 79.
We accept any driving license that allows driving a car in Spain, including foreign documents and provisional permits. Upload a photo of the front and back of the license when registering as well as a selfie. Verification of the documents may take up to 24 hours.
Once you're registered, you can use the service in Madrid.
Membership, prices & payments
Once you finish your ride we charge your credit/debit card and we send you a receipt through email. Each month we issue detailed invoices including all of your rides from that month. You can also check the summary of your rides within the GoTo app.
At GoTo, there is no permanence. Write an email to hola.madrid@guppy.es
To unsubscribe from the communications, send an email to legal@guppy.es . You can also delete your account in the app (only for IOS).
To unsubscribe from the communications, send an email to legal@guppy.es . You can also delete your account in the app (only for IOS).
Being a GoTo member allows you to have hundreds of vehicles at your disposal and pay only for their actual use without worrying about paperwork, insurance or everything that comes with owning a car. You can also join our loyalty program and enjoy thousands of advantages and monthly promotions.
In one-way cars are priced per minute of usage.The cost per minute of use of the vehicle, which may be subject to change, will always be displayed on the GoTo App prior to the Customer reserving the vehicle. Ensuring the Customer is aware of the price GoTo charges for the vehicle before the respective rental reservation.
Of course. You only have to send an email to hola.madrid@guppy.es with a request to change the subscription plan.
You can also do that within the app by going to the menu and choosing "change the plan".
You can also do that within the app by going to the menu and choosing "change the plan".
Using GoTo
All vehicle reservations can be made from our GoTo App by simply selecting the vehicle you want to reserve.
You can open/close our cars using the APP or you can also set up a NFC card. In this case, please contact our team at +34 915 064 279 or hola.madrid@guppy.es
You can open/close our cars using the APP or you can also set up a NFC card. In this case, please contact our team at +34 915 064 279 or hola.madrid@guppy.es
Step on the brake and press the START/STOP button until the word READY appears on the screen.
You can finish your trip in designated parking spaces within our service area.
To see what our service area is, click on the "P" that appears at the bottom right of the map.
To see what our service area is, click on the "P" that appears at the bottom right of the map.
Only members of GoTo can drive GoTo vehicles.
If you wish another person to drive you have the option of adding additional drivers to your account free of charge.
If you wish another person to drive you have the option of adding additional drivers to your account free of charge.
At the end of your reservation, you have to park the car correctly within our operating area and in a public place (do not park it in a hotel, shopping centre or restaurant parking lot.)
You cannot park in areas with any type of parking restriction, be it hourly, day of the week or due to the celebration of an event.
You cannot park in areas with any type of parking restriction, be it hourly, day of the week or due to the celebration of an event.
We are sure that your pet is precious, but pets are not allowed in our vehicles.
Many of us travel with GoTo, and some of our members have allergies to pet hair. We have to make sure everyone is safe, so we can't allow animals.
Many of us travel with GoTo, and some of our members have allergies to pet hair. We have to make sure everyone is safe, so we can't allow animals.
No. GoTo vehicles are shared among many users, so we don't want the cars to smell of smoke.
There are surcharges for those users who smoke on GoTo.
There are surcharges for those users who smoke on GoTo.
One-Way cars can be reserved up to 15 minutes before the start of the ride.
If these 15 minutes expire before the trip begins, you can extend the waiting time for a fee that is half the price per minute of your plan.
If these 15 minutes expire before the trip begins, you can extend the waiting time for a fee that is half the price per minute of your plan.
Of course, you can make as many stops as you like!
Remember to click on the "Stop-over" button in the App. Thanks to this, you will only pay 50% of the regular minute price while not driving.
Remember to click on the "Stop-over" button in the App. Thanks to this, you will only pay 50% of the regular minute price while not driving.
If you have lost or found something, call us at +34 915 064 279.
We will try to contact other drivers who used the same car or motorcycle after you.
Please note that items not claimed after 30 days will be donated.
We will try to contact other drivers who used the same car or motorcycle after you.
Please note that items not claimed after 30 days will be donated.
A PIN code is created during the registration process. It's important to remember the code because it is needed to unlock and lock the vehicles.
Damage and Insurance
GoTo vehicles are protected by insurance, which covers, among others, mandatory civil liability.
For own damage coverage, applicable for accident cases in which the Member is at fault, we have several types of insurance: Per trip, monthly and annual.
Basic Insurance: If the travel or premium insurance is not contracted, the GoTo rate includes the following excess:
-For those under 21 years of age or with less than one year of driving license, the deductible is 1.250€, which is reduced to 300€ when paying the monthly Premium insurance modality of 9,99€ that is mandatory.
-For the rest of the users: the franchise is: 950€
-Regardless of the foregoing, in the event of a claim and the user in question does not notify the Company as indicated in the Terms and Conditions within 5 hours of the claim, the deductible will be equal to the total amount of damages caused both to the vehicle and to third parties (including personal and material damages) plus 450€ for not notifying.
The monthly and annual insurance is renewed automatically, if you do not wish to continue with your modality, write to us at least 15 days in advance.
For car (and van) rental, if you have less than 1 year of driving license, you are obliged to contract the monthly insurance of 9,99€.
For rentals without a fuel card, you can only contract the annual Premium insurance of 59,99€ at the time of booking through the customer service department.
For own damage coverage, applicable for accident cases in which the Member is at fault, we have several types of insurance: Per trip, monthly and annual.
Basic Insurance: If the travel or premium insurance is not contracted, the GoTo rate includes the following excess:
-For those under 21 years of age or with less than one year of driving license, the deductible is 1.250€, which is reduced to 300€ when paying the monthly Premium insurance modality of 9,99€ that is mandatory.
-For the rest of the users: the franchise is: 950€
-Regardless of the foregoing, in the event of a claim and the user in question does not notify the Company as indicated in the Terms and Conditions within 5 hours of the claim, the deductible will be equal to the total amount of damages caused both to the vehicle and to third parties (including personal and material damages) plus 450€ for not notifying.
The monthly and annual insurance is renewed automatically, if you do not wish to continue with your modality, write to us at least 15 days in advance.
For car (and van) rental, if you have less than 1 year of driving license, you are obliged to contract the monthly insurance of 9,99€.
For rentals without a fuel card, you can only contract the annual Premium insurance of 59,99€ at the time of booking through the customer service department.
Excess waiver per trip depending on the category of the vehicle, the age of the driver and driver's license experience.
Over 21 years of age:
Over 21 years of age:
- One-Way Service: when contracting the travel insurance of 1,29€/trip, the excess waiver is reduced to 0€.
- Roundtrip (Rentacar) cars mini, compact, family or family plus category: when contracting the travel insurance of 2,49€/trip, the excess waiver is reduced to 0€.
- Roundtrip cargo van (Rentacar): when contracting the travel insurance of €4,99/trip, the excess waiver is reduced to 0€.
- One-Way service: when contracting the travel insurance o, 1.29€/trip, the excess waiver is reduced to 100€.
- Roundtrip (Rentacar) cars mini, compact, family or family plus category: when contracting the travel insurance of 2,49€/trip, the excess waiver is reduced to 100€.
- Roundtrip cargo van (Rentacar): when contracting the travel insurance of €4,99/trip, the excess waiver is reduced to 100€.
0€ excess waiver with a fee of 9,99€ per month.
-For those under 21 years of age or with less than one year of driving license, the excess waiver is 1.250€, which is reduced to 300€ when paying the Monthly Premium Insurance of 9,99€ that is mandatory.
-For other users: the excess waiver is reduced to 0€.
-For those under 21 years of age or with less than one year of driving license, the excess waiver is 1.250€, which is reduced to 300€ when paying the Monthly Premium Insurance of 9,99€ that is mandatory.
-For other users: the excess waiver is reduced to 0€.
0€ excess waiver with a fee of 59,99€ per year.
-For those under 21 years of age or with less than one year of driving license, the deductible is 1.250€, which is reduced to 300€ when paying the Annual Premium insurance of 59,99€.
-For other users: the excess is 0€
To buy Premium insurance, please contact us on hola.madrid@guppy.es
-For those under 21 years of age or with less than one year of driving license, the deductible is 1.250€, which is reduced to 300€ when paying the Annual Premium insurance of 59,99€.
-For other users: the excess is 0€
To buy Premium insurance, please contact us on hola.madrid@guppy.es
During the damage report at the start of your rental, you have the option to view previously reported damage 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 your usage during your booking.
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 your usage during your booking.
The priority is to make sure that you and anyone else involved in the accident are safe. Also make sure the accident site is safe.
Once this is done, please contact our Customer Services team immediately to complete our accident report form.
Please read our Terms & Conditions for more information on insurance and coverage.
Once this is done, please contact our Customer Services team immediately to complete our accident report form.
Please read our Terms & Conditions for more information on insurance and coverage.