FAQs

FAQs

About CleverShuttle

What is CleverShuttle?

CleverShuttle is combining individual transportation with an innovative sharing philosophy to offer eco-friendly rides at affordable fares. This makes CleverShuttle a trailblazer in establishing a new kind of inner-city transportation.

Consider us an intelligent shuttle service that will conveniently transport you door to door if needed.

What does the CleverShuttle IT system do?

We developed an optimization algorithm that allows us to pool guests with similar routes in order to get them to their destinations efficiently and affordably. Potential detours during shared rides will not exceed 50%. This means that shared rides won’t take much longer than direct routes. We will never increase the affordable, fixed price guaranteed by us before the ride, even if no other passengers join the ride.

Why is CleverShuttle so affordable?

Our transportation service is highly efficient due to the sharing principle and our IT system. This enables us to maximize the passenger capacity of the vehicles and reduce empty rides. We pass on the benefits of this efficiency to our passengers in the form of affordable fares. Even if no other passengers join the ride.

Why is CleverShuttle so eco-friendly?

There are two reasons why CleverShuttle is the most eco-friendly transportation service today:

  1. We only have very eco-friendly vehicles in our fleet, such as electric vehicles, plug-in hybrids, and hydrogen vehicles. On top of that, CleverShuttle partners with Atmosfair to provide CO2 compensation through CDM Gold certified projects.
  2. The sharing philosophy (i.e., pooling passengers) leads to less traffic because more people share one vehicle. By bundling similar routes, every trip with a CleverShuttle can replace up to four inner-city car trips with conventional combustion engines.

Who is behind CleverShuttle?

CleverShuttle is the brainchild of three childhood friends from Berlin who made their vision of sustainable and affordable transportation a reality. The concept and the resulting CleverShuttle product was initially supported by friends and family of the three founders, subsequently joined by private investors as well as Deutsche Bahn as a strategic investor.

When and where is the CleverShuttle available?

CleverShuttle ist seit Anfang 2016 in München und Leipzig verfügbar. Im Sommer 2016 startete CleverShuttle in Berlin.

CleverShuttle has been available in Munich and Leipzig since the beginning of 2016. In the summer of 2016, CleverShuttle started operations in Berlin.
In Munich, the service is offered Monday through Thursday from 3 p.m. to 2 a.m., Fridays and Saturdays from 3 p.m. to 4 a.m., and on Sundays from 3 p.m. until Midnight.
In Leipzig, the service is available Monday through Thursday from 10 a.m. to 2 a.m., Fridays and Saturdays from 10 a.m. to 6 a.m., and on Sundays from 10 a.m. until Midnight.
In Berlin, the CleverShuttle is available Monday through Thursday from 3 p.m. to 2 a.m., Fridays and Saturdays from 10 a.m. to 4 a.m., and on Sundays from 10 a.m. until Midnight.
CleverShuttle is continuously striving to extend its hours of operation and locations based on demand. We will be expanding to more German cities in the near future. Click here for more information.

What do I need to know when sharing a ride with other passengers?

How many passengers share a ride?

This depends on how many other passengers book a similar route with CleverShuttle at the same time as you. It is quite possible that you will be the only passenger. In general though, there will be one or more other passengers.

How many stops will we make?

This depends on how many other passengers book a similar route with CleverShuttle at the same time as you. But generally speaking, the vehicle will stop just once before you arrive at your destination.

What is the maximum detour?

We guarantee that passengers will not be subjected to detours of more than 50% in terms of the time it takes. So for example, if a direct route would normally take you 10 minutes, then the CleverShuttle would generally not take longer than 15 minutes.

Is CleverShuttle a taxi service?

CleverShuttle is a ride sharing service and not a taxi service. CleverShuttle is licensed as a rental car that comes with a driver. There are many legal differences between a taxi service and CleverShuttle. We hope that you will understand that CleverShuttle is not as flexible as a taxi. For example, it is generally not possible to make unscheduled stops (like stopping at an ATM) or change the route at a moment's notice. Instead, we offer our guests unbeatable prices. Much like a bus driver who would not make a stop just so you can withdraw money from the ATM ;).

Legal situation

Is CleverShuttle approved by the authorities?

Yes, CleverShuttle has all the necessary permits, particularly those that relate to the commercial transport of passengers (§ 2 para. 6, § 2 para. 7 and § 49 para 4 PBefG).

How does CleverShuttle work?

Do I need the CleverShuttle app to book a ride?

Yes, the CleverShuttle app has to be installed in order to book a trip. It is currently available for Android and iOS systems and can be downloaded for free from the relevant app store.

What operating systems does the CleverShuttle app support?

The CleverShuttle app is currently available for Android and iOS. We are planning on developing a Windows and a web-based version, but no date for publication has been set yet.

Can I use the CleverShuttle app on a tablet?

Yes, as long as the tablet is using an Android or iOS operating system.

Do I need to register in order to use CleverShuttle?

No, you are not required to register in order to use the transportation service. After downloading the app, you can immediately book a ride without registering. However, in order to take full advantage of the various additional benefits of our app and service, we recommend you register for free. This shouldn't take more than three minutes. Registering using Facebook takes only one minute.

How do I register?

You can register for free in our system by using the CleverShuttle app itself. All you need to enter is your name, email address, and your phone number. When you register with Facebook, we only require your phone number. After registering successfully, you need to validate you e-mail address and log in (don't forget to check you spam folder). Then you get to enjoy all the additional advantages of our app and service for registered users.

What are the benefits of registering?

After registering, you can do the following on any device:

  • Recruit friends and get credits
  • Benefit from various promotional campaigns
  • Store and automatically use payment information
  • Contact your driver at any time
  • Receive a receipt by email
  • Save addresses as favorites and use them when booking
  • Collect bonus points (CleverPoints) and receive credits.

How can I recruit friends with Tell-a-Friend?

Recruiting friends pays off! As a registered customer, you can share your personal six-digit Tell-a-Friend code with friends on your profile in the CleverShuttle app. For example, you can share the code in the app via WhatsApp or SMS. As soon as your friend registers with your code, he or she will receive a €15 EUR credit. And after his or her first ride you will receive a credit for €5 - for every friend you recruit!

How do I edit my profile?

You can conveniently edit your profile using the app.

Can I book without the app?

No. The CleverShuttle app is mandatory for using our transportation service. It can be downloaded for free from the relevant app store for Android and iOS. Please also note that our vehicles can not just simply pick you up off the street without prior booking.

Booking

How do I book a ride?

Book in three easy steps:

  1. Enter the pickup location and destination.
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  2. Enter the number of passengers and send the booking inquiry.
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  3. Confirm the drive suggestion.
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Why do I have to specify the number of additional passengers?

Our system needs this information to match it with the number of available seats in the vehicle, so that it can find the right shared ride for you, or to allow it to assign additional suitable passengers to join the ride later on.

Why are there collection points in central areas like train stations?

We have set up collection points at some central and busy locations in order to make it easier for you and the driver to find each other. If your pickup location or destination address is within such an area, the CleverShuttle app automatically assigns the collection point as the start or destination address. A walking route from your current location to the collection point will be shown in the app.

Why is there a 20 second countdown to confirm the booking?

There are two reasons for the countdown:

  1. Our system works dynamically and is always searching for the car that is currently best suited for you. After 20 seconds, the position of a vehicle may have changed significantly, making it unsuitable for you.
  2. During the countdown, the offered car is exclusively reserved for you and is not available to other passengers for the duration.

I booked a ride. Now what?

When will my car arrive?

Generally speaking, your car will arrive just a few minutes after booking. The exact arrival time can be viewed in the CleverShuttle app. Please bear the arrival time in mind and make sure you are at the pickup location on time. Out of consideration for other customers, the CleverShuttle can not wait for extended periods.

Can I see when my car arrives?

Yes, the app shows the vehicle on its way to you in real time, including the estimated time of arrival.

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Why can't the driver wait for me outside like a taxi driver?

It is important that you show up on time at the pickup location. Our drivers can not wait for you, as this would inconvenience other passengers who are sharing the ride with you, or those who have already booked your car after your trip. If you are late, your fellow passengers or the next passengers will have to wait. We can not and do not want to do that to our passengers. Please understand that the driver will continue the trip without you if you are not at the agreed pickup location on time.

Why do I get a message that my car can not access the pickup location?

If you have received this message, it generally means that the driver is currently unable to access the pickup location designated by you. For this reason, your booking was probably already canceled by our system. Please check if you have selected a public place that is easily accessible by car and book again. You may also contact our customer support team at any time. They can most likely provide you with more detailed information on what went wrong.

Is the driver allowed to deviate from the planned route?

Yes. In many instances, it makes sense or becomes necessary to deviate from the route originally displayed to you due to heavy traffic or possible road closures. In addition, dynamically determined shared rides with other passengers may make it necessary to change the route. But thanks to our fixed price guarantee, we will never charge you more for changed routes. You can always ask your driver about the selected route.

Under what circumstances are our drivers allowed to refuse passengers?

CleverShuttle is a sharing transportation service. For this reason, it is particularly important to us that all passengers are comfortable. Unruly behavior could be bothersome to our driver and other passengers, which is why our drivers can decide on a case by case basis whether or not they wish to transport passengers under the influence of alcohol or drugs. Please understand that we can not tolerate improper behavior, and please be respectful towards your fellow passengers and driver.

Cost

What does a ride with CleverShuttle cost?

CleverShuttle is the most affordable transportation service in Germany.

The price is based on tiered kilometer pricing and is also dependent on the number of booked seats. Possible delays due to traffic jams or detours for the transport of other passengers are not charged to the customer. This time-independent price formula allows us to give our customers a fixed-price guarantee.

Is there a fixed price?

Yes, the fixed price is displayed in advance and does not change, even in the event of traffic jams or other delays. The fixed-price guarantee gives you full cost transparency at all times.

How can I pay?

You may pay cash to your driver or conveniently use a credit card, PayPal, or a credit via the CleverShuttle app.

Do I also have to pay for the detour in case of a shared ride?

No, you always pay for the direct route from your pickup location to your destination. If there are detours, you will not be charged for this.

Safety

How safe is a ride with CleverShuttle?

Safety is our top priority. All of our drivers are subject to strict controls and regular training. Furthermore, with the completion of the beta test we only use licensed drivers with a passenger transport permit. The vehicles are licensed and are regularly serviced. Of course, all passengers are insured when riding with CleverShuttle.

How secure is my data with CleverShuttle?

Data and information security has been one of the core issues during the design and development of our IT system. We always take numerous measures (firewalls, encryption, etc.) to protect your personal data as best as possible. More detailed information on data protection is available under Privacy Policy.

Solutions

I forgot something in the car, what can I do?

Our passengers generally return found items immediately to our local operators. Please send us an email to lostproperty@clevershuttle.de to inquiry about the lost item(s). We hope you understand that we cannot be held liable for lost items. Always check if nothing was left behind before you exit the CleverShuttle.

Why is it not possible to locate me?

For the CleverShuttle app to work properly, we need to be able to pinpoint your current location. This localization is provided by the operating system of your smartphone. For precise navigation, we strongly suggest you enable the GPS and WLAN location service of your smartphone (you can do so under settings locations).

Why is it not possible to book from my location?

There can be many reasons why your booking didn't work. Some of which may have to do with your location. For example, our system will always reject the booking if your pickup location (or destination) is outside the designated area of operation. And of course it is not possible to book in a city where we don't offer our service in the first place. However, in some instances our system may also reject bookings with permissible pick-up locations and destinations. This may be the case if your pickup location is too far from your current location. In such cases, we do not think that you can get to the specified pickup location on time.

How can I request a new password?

If you forgot the password for your CleverShuttle account and can no longer log in, you may request a new password for the CleverShuttle app. This password will be randomly generated by our system and sent to the e-mail address on file. We recommend you log in immediately with this password and set your own new password.

Why was my device locked?

In order to allow other passengers to enjoy punctual service, we may block certain devices due to repeated delays and non-appearance, so that we can maintain our quality of service. Devices may also be blocked due to technical attacks against our system (e.g., use of bots) or systematic misuse of credit and promotional campaigns. Please contact our customer support if you wish to remove the blocking (e.g., e-mail to info@clevershuttle.de).

Why are dogs and cats not allowed on rides?

Dogs and cats shed, which some people might be allergic to. We do not allow pets for this reason.

What are the two golden CleverShuttle rules?

  1. Please be ready at the pickup location on time. Our cars cannot wait for you due to connecting and shared rides. Your car's drive to your location and arrival time can be conveniently checked with the app.
  2. Please be courteous and tolerant towards other passengers and your driver. CleverShuttle is a sharing service and it is very important to us that all passengers and our drivers feel comfortable without exception.