Frequently Asked Questions
Fetch Trial Information
The Fetch Trial is a confidential research program within Fetch, where selected users will have access to our driverless car hire service and can share their experiences directly with our team to help shape the future of autonomous driving.
Our Fetch driverless car hire service operates within parts of the City of Milton Keynes (UK) for users who are part of the Fetch trial.
In our Fetch trial, our vehicles are being remotely driven during delivery and return. You’ll notice that our cars have safety drivers that sit in the driver’s seat. These specialists are there to monitor our remote driving technology and share important feedback to help us improve the Fetch experience.
Rates & Services
When booking a car you can choose between By Minute and By Hour plans.
Read more here.
One of the benefits of using Fetch is that we can deliver a car to any address you choose within our coverage area.
There will be a Pick-up Fee charge as we will have to relocate the car on your behalf.
Parking
You can park your car in any paid or free public parking space that has no time limit within Milton Keynes. All purple, red parking and car club bays are included and you don’t need to purchase a ticket.
Please do not park in private parking spaces, temporary or loading bays, or disabled bays (unless you are a blue badge holder).
Insurance
You are liable for the first £500 (£0 during the trial period)
By adding this you won’t have to pay the excess (£500).
Yes by opting for the excess waiver when making the booking. Unfortunately, this cannot be added after the booking has been made.
Our cars can only be used in the same way as traditional car hire and therefore cannot unless explicit consent is requested by contacting Fetch customer services at [email protected]
Yes. You should contact the customer services team on 01908714515 in the event of a breakdown.
Business Zones
There are multiple zones within our business area, with each having a different colour. The charges vary depending on parking restrictions and distances. Furthermore, you may not always be allowed to collect or return cars, depending on the zone.
Details on individual zone can be read below.
Within this zone, you can have your car delivered to you for a fee if in one of these zones (currently £5.99). For returning the car in this zone, there is a different fee (currently £2.99).
Within this zone, you cannot have your car delivered to you. For returning the car in this zone, there is a fee (currently £4.99).
This zone is for where parking is not permitted, e.g. within the pick-up & drop-off zone at the train station, it is not possible for you or us to park and leave the cars.
Booking & Reservations
We apply these age requirements based on your age at the time you book a trip, not on the age you’ll be when the trip takes place.
- You must be at least 24 and no older than age 74 to hire a car in the UK.
- You must have at least 1 year of driving experience.
Yes. Bookings are allowed a minimum of 30 minutes in advance.
Good news! Our on-demand delivery service is here to make your life easier.
We’re available from Monday to Friday, from 9:30 AM to 7:00 PM. And if you need to make a booking outside of those hours, no problem! Just make sure to do it before 4:00 pm.
Our office hours are 9:00 AM to 7:00 PM for any inquiries or assistance.
And if you want to plan ahead, our advance booking delivery service is available 24/7. So no matter what time of day it is, we got you covered.
You are allowed to keep the car outside of business hours as long as you end your booking within the limit on bookings.
No single booking is allowed to exceed 4 hours in duration and you must end your booking within this limit. (This only applies to your first 5 FREE Bookings)
However, you are allowed to book another vehicle immediately afterwards or book the same vehicle again within 1 hour.
- A maximum of 5 future bookings
- A maximum of 3 bookings in a single day
(These limits do not include any past bookings.)
You can change the delivery address a maximum of 60 minutes before the start of the booking.
You are of course able to end your booking earlier and leave the car at the drop-off point, however, you will still be liable for the duration of the original booking.
Dogs and Pets are not permitted in the cars unless explicit consent is requested by contacting Fetch customer services at [email protected]
Cancellations
Cancellation is free of charge up to 60 minutes before the pick-up or drop-off time.
For cancellations made later than this, a cancellation fee of £5 will be charged.
Invoice
If you receive a PCN or another traffic fine during the hire (left on your car for example) you will need to pay for it directly following the instructions on the notice.
If Fetch receives a parking ticket/traffic fine for an infraction that happened during your rental we will either make a representation and pass on your details so you will receive the penalty directly at your address or, if we have to, we will pay for the fine directly and recharge you the amount on the card you used for the booking.
If you don’t understand or disagree with an invoice, you can appeal it by getting in touch with customer services by emailing [email protected]
Someone from the customer service team will get back to you within 5 working days.
If you have an issue with an invoice, you can get in touch with customer services by emailing [email protected]
Someone from the customer service team will get back to you within 5 working days.
Other
Our cars can only be used in the same way as traditional car hire and therefore cannot be used for cabbing / taxi / Uber etc.
Vehicle Information
During the trial, we shall be only using Kia E-Niro’s (Electric and Automatic). In the future, we hope to have a wider selection of vehicles available to hire.
Unfortunately, we do not provide this option yet, you are welcome to bring and use your own.
If you are having connectivity issues, we invite you to:
- Force close and re-open the Fetch app
- Please make sure you have enabled location services.
If the problem persists, please contact the Fetch Customer Service team on 01908714515
If your Fetch car has broken down, please contact the Fetch Customer Service team at 01908714515 who will support you through the process.
For security and insurance reasons, you must stay with the vehicle until roadside assistance arrives at the car.
What do I do with the charging cable?
If the EV charging point does not have a cable attached, this means that the unplugged cable is portable and it belongs to the Electric Vehicle you are unplugging. It’s important to always take this cable with you once you have taken the vehicle off charge; the cable belongs to the car and not the charging point. They are expensive to replace so always check it has been stowed correctly in the boot compartment before setting off (for more information, follow the instructions in the guide which you will find inside each vehicle).
Depending on the charging point, you will need to use a suitable cable. The Kia E-Niro is equipped with three types of charging sockets: Type 2, Combo CCS and Domestic.
Charging times vary on the method used:
3-pin AC Charger –
Type 2 (62196-2) AC Charger –
AC Slow Charge Time (230V) – 27hrs 30mins
AC Fast Charger Time (7.2kW Charger) – 9hrs 25mins
AC Fast Charger Time (11kW 3-Phase Charger) – 6hrs 20mins
DC Rapid Charger Time (50kW Charger) – 1hr 5mins
DC Rapid Charger Time (100kW Charger) – 45mins
DC Rapid Charger Time (300kW Charger) – 43mins
You can find a map of Milton Keynes charging points here.
How can I get the best out of the battery life?
The vehicle driving range all depends upon your driving style. Here’s how you can increase your driving range:
Maintain a steady speed.
Choose flatter routes – even if they are longer.
Use less heating and air conditioning.
Heat up or cool down your car before your journey, while it is still plugged into the mains.
Increase regenerative braking, which can be done via the shift paddles located behind the steering wheel.
If there are any warning lights on the dashboard, please get in touch with customer service. In cases where there is a red dashboard warning light, please stop the car at a safe location and contact the Fetch Customer Service team immediately on 01908714515
If your Fetch car has been vandalised, please call customer services immediately on 01908714515 and send a detailed description of the damage to [email protected]
Our cars are inspected and cleaned after every booking.
Managing my account
Unfortunately, if your account has been refused, it is because our security service has detected an anomaly with your account. This decision is final and we cannot provide any further details.
If you wish to challenge the decision made, you can send us an email at [email protected] for more information.
If your account is stuck on pending verification, an anomaly has been detected on your Fetch account. Our customer service team is currently reviewing your account and might be asking for some more information via email.
Unfortunately, sometimes the verification period can take a little longer. Our team is sure to remedy this quickly and validate your account within 48 hours.
Unfortunately during the trial, we are only accepting customers who have a valid driving licence in the UK.
You can delete your account by emailing customer services at [email protected]
To log into your Fetch account, you need your credentials:
Email
Password
Access to the phone number mentioned on your Fetch account
If one of them is incorrect, then you will not be able to log into your Fetch account.
If you no longer remember your credentials, you can first request a password reset (from the login page – “forgotten password”)
If you no longer remember your email or you are blocked, we invite you to request an account recovery via email: [email protected]
To reset your password, you can make a reset request directly from the login page on the application or the website by selecting: “forgotten password”.
You will then be asked to enter your email and an email will be sent to reset your password
Customer Service
You can contact our customer service by:
Email – [email protected]
Phone – 01908714515
(Please note: Customer service is available Monday-Friday between 9 am-7 pm)
