⚖️ Charges applied by authorities
1. Processing of traffic and parking offences
If you receive a traffic or parking fine during your rental period, you're responsible for the costs.
Processing fee per original fine: €20
Processing fee per reminder: €35
2. Processing of criminal (traffic) offences
If a criminal traffic offence is linked to your use of the vehicle, a separate processing fee applies.
Processing fee: €150 per case
3. Processing of damages and accidents
If damage or an accident needs to be processed by us, an administrative fee applies.
Processing fee: €250 per case
💡 These fees cover document handling, data entry, and communication with the relevant authorities. They help ensure cases are handled promptly and don't escalate further.
Note that they do not cover the underlying fine or damage costs.
🚗 Additional charges applied by Poppy
The following charges may apply if a situation arises that requires us to intervene or that results from a breach of our Terms & Conditions:
❌ Incorrectly parked vehicle
If your vehicle isn't parked in accordance with the rules and a Jockey needs to step in to prevent further enforcement actions (such as fines, impoundment or towing):
Fixed fee: €50
Jockey fee: €35 per hour
Distance fee: €1 per km (one-way)
🧹 Full cleaning
Applied when a vehicle is left in an unacceptable condition. This includes, but is not limited to, smoking inside the car, strong odours, trash left behind, spilled drinks and/or sticky surfaces:
Fixed fee: €120
🧹 Deep cleaning
Applied when a vehicle is left in a severely unacceptable condition. This includes, but is not limited to, mud, vomit, pet hair, urine, heavy dirt and/or other contamination on the seats, floors and/or in the trunk:
Fixed fee: €250
⛽ Fuel or battery depletion
If you return the vehicle with a driving range below the minimum of 35 km:
Fixed fee: €150
Jockey fee: €35 per hour
Distance fee: €1 per km (one-way)
💡 Corresponding damages will also apply.
🔴 Safety Mode activation or out-of-zone use
If safety mode is triggered or the vehicle is used outside the permitted zone:
Less than 15 km away (2 Jockeys required):
Fixed fee €50
Jockey fee €35 per hour per person
Distance fee €1 per km (one-way)
More than 15 km away (tow truck required):
Fixed fee €60
Jockey fee €35 per hour
Distance fee €1 per km (one-way)
🔑 Loss or theft of keys
Replacement cost: €400
Jockey fee: €35 per hour
Distance fee: €1 per km (one-way)
🏷️ Branding replacement
If our branding, stickers, decals, or other identification markings on the vehicle are damaged, removed, or tampered with:
Fixed fee: €71
🚨 Unsecured vehicle
If you don't follow the required steps to properly end your rental period and secure the vehicle, leaving it in a condition that may allow unauthorised access or increase the risk of damage or theft:
Fixed fee: €350
🚨 Remaining in the vehicle after trip end
If you remain inside the vehicle after officially ending your rental period, you're required to exit promptly to avoid misuse, safety risks, or operational issues:
Fixed fee: €350
👤 Shared account / unauthorised use of account
A shared account refers to any situation where the actual driver does not match the registered user:
Fixed fee: €500
🌍 Unauthorised country use
If the vehicle is taken to an unauthorised country:
Fixed fee: €200
🌍 Remote operations
In cases where an intervention is managed remotely, particularly in collaboration with police or other authorities, the user may be held responsible for any resulting costs or operational impacts:
Fixed fee: €50
🚨 Urgent intervention
A priority intervention requiring the immediate relocation of the vehicle upon request of law enforcement, to prevent further enforcement actions such as fines, impoundment or towing:
Fixed fee: €75
Jockey fee: €35 per hour
Distance fee: €1 per km (one-way)
💰 Loss of revenue
If a vehicle is impounded, seized, or otherwise made unavailable by the police or another competent authority as a result of a serious offence attributable to you (such as a criminal traffic offence, unauthorised use, driving under the influence, or driving without a valid license), you'll be financially responsible for the resulting loss of revenue:
€53 per calendar day, after a grace period of 3 calendar days
🚨 Vehicle vandalism and unauthorised use
If a vehicle is vandalised, forcibly entered, misused, or used for unlawful purposes, the following fees may apply in combination:
Urgent intervention fees (as above)
Loss of revenue fees (as above)
Full or deep cleaning fees (as applicable)
Fixed administrative fee: €1000
💡 Corresponding damages will also apply.
⚠️ Breach of Terms & Conditions
If there's any breach or non-compliance with the Terms & Conditions:
Fixed fee: €250
ℹ️ Good to know about charges and disputes
All additional charges will be automatically debited from your chosen payment method as soon as they are known to Poppy, or directly invoiced to you. If the exact amount isn't yet known, Poppy may debit an estimated amount as security and notify you by email and/or in the app.
If you don't agree with a charge, you need to let us know within 7 calendar days of the deduction or the date you received the email notification. If we don't hear from you within that period, the deduction is considered accepted. If you dispute it in time, we'll let you know whether it will be adjusted.
Unpaid amounts must be settled within 7 calendar days from the due date on the invoice. Late payment may result in interest charges and a fixed compensation fee. If needed, Poppy may also engage a third party to collect outstanding balances.
You can review your past and active rental periods at any time directly in the Poppy app.
For more information, please check our Terms & Conditions.