▶️ Starting your trip
1. Reserve a vehicle
Open the Poppy app
Pick your ride and reserve it for free for 15 minutes, or prolong your reservation.
Choose your desired rate or a pass and protection package.
You can cancel anytime during this window at no cost (if your vehicle comes with a surge fee, this fee will be charged if you cancel your trip).
2. Check the car before you unlock
Before tapping 'Unlock', do a walk-around of the vehicle and check for any damage.
Report any damage you find directly in the app before unlocking
If you can't report via the app for any reason, contact our Customer Support by email with photos of the damage within 48 hours
💡 If no damage is reported, we'll assume the vehicle is in good condition and you won't be able to make a claim based on pre-existing damage later on. Reporting damage protects you. If it's already noted in the app, you're covered.
3. Unlock and go
Tap 'Unlock' in the app
Do a quick check of the interior and report any dirt or damage in the app
Buckle up and you're ready!
💡 Want to schedule your ride ahead of time? You can! Learn how to schedule a ride here.
⏸️ Pausing your trip
Need a break during your trip? You can pause anytime, even outside of Poppy zones (just note, those stops are at your own expense).
Tap ‘Pause’ in the app
Make sure:
Engine is off
Gear is in 'P'
Handbrake is engaged
Doors and windows are fully closed
Lights are off
For vehicles with a physical key, place it back in the keyholder in the glove compartment
You are parked in a legal parking spot, underground parking is prohibited, even during a Pause
To continue, just tap ‘Unlock’ again.
💰 Pause rates vary depending on the vehicle. Prices are visible in the app when you select your desired vehicle.
⏹️ Ending your trip
When you're done, return the vehicle to any legal parking spot within a Poppy zone and end the trip in the app. Make sure to avoid dark grey zones, as indicated on the app map, since these are restricted areas where trips cannot be ended.
Before you leave the vehicle:
🤚 Engage the handbrake
💡 Turn off all headlights and interior lights
🪟 Close all windows and doors
💥 Report any damage in the app
📄 Leave all documents and accessories provided with the vehicle inside the vehicle
🔑 For vehicles with a physical key, leave it in the glove compartment
🅿️ Confirm it's parked legally, take a photo of the parked vehicle in its current location if required by the app, and ensure no app errors occur during this step
✅ Wait for the app to confirm the trip closure before leaving the vehicle
🧼 Make sure the interior is clean and free from trash, rubbish, dirt, and stains
👜 Take all personal belongings with you, Poppy is not responsible for any loss or theft of items left in the vehicle
🛜 Can't start, resume or end your trip?
There could be a few reasons why:
Are you parked underground?
Are you in an area with poor mobile signal?
To avoid connection issues, it's not allowed to pause or end your trip in locations with poor reception. This helps ensure you can resume your trip, and that the next user can access the vehicle.
What you can do:
Restart Bluetooth, the app, and your mobile data
Try re-parking the vehicle and attempt to end the trip again in the app
Still stuck? Contact us by phone: +32 3 283 62 62
If you fail to notify us of any technical problem when trying to end your trip, the rental period will continue and any additional costs will be your responsibility.
If you pause or end your trip in an unauthorised underground parking or a low-signal area, you may be held responsible for any costs if our team or a towing service has to retrieve the vehicle.
🚀 More things you can do
Going abroad? You can travel to neighboring countries. Check out-of-country info
Want to share the drive? Add a second driver easily! See how.
💸 Pricing, extra costs & insurance
Want to know more about how you're charged? View pricing details
Curious about potential extra costs? Read more here
Need info on what’s covered during your ride? Check insurance details
Need info on where to find insurance and registration documents? Read more here
💬 Need help on the go?
You can reach us directly through the app via live chat or by phone.
🧐 What is a 'Free test ride'?
If you received an email about a free test ride, it means you're invited to try out Poppy, completely free, for a short trip.
Here’s what you need to know:
🚗 What’s included?
30 minutes (includes both driving and pause time)
5 kilometers
No unlock fee
🕒 How long is it valid?
You have 3 days to claim your free test ride
Use it immediately if there's a vehicle nearby, or schedule a ride for later
📩 Reminders
We’ll remind you before your free test ride pass expires during your trip
💸 What happens after it expires?
Once your free test ride pass expires, the standard rate per minute applies