FAQ

We at Cluno take our social responsibility very seriously and are actively taking measures to slow down the spread of COVID-19. Our employees have been working remotely for a couple of days already to reduce personal interactions. Cluno is digital. We continue to be fully operational from home office and will take care of you and all our customers, so that you can remain mobile and enjoy the Cluno carefree experience even in these difficult times.

We are continuously monitoring the situation and in close contact with our partners on-site. Rest assured that we are well prepared for a multitude of scenarios. As circumstances are changing on a daily basis, we unfortunately cannot completely rule out the possibility of delays in the future. In the event of changes to the location or timing of individual hand-overs or returns, we will contact you immediately.

All our cars undergo a detailed, multi-stage cleaning process prior to being handed over to our customers. Due to the corona virus, we have further raised the cleaning standards in cooperation with our partners. If you want to be extra-cautious, we recommend additionally disinfecting the steering wheel, levers, and gear-stick of your car.

For all questions relating to the Cluno Auto Abo our customer service is personally there for you from Monday to Friday 9 am to 6 pm via telephone on +49 89 1250 175 00, via Live-Chat, or by email.

The Cluno car subscription is a new flexible mobility concept without any long-term commitment. Cluno is suitable for anyone who wants to be permanently mobile and flexible with their own car, but does not want to buy, lease, rent, finance or share a car.

You simply book your Cluno car online or via the app in a fully digital process for a fixed monthly package price, which already includes all costs except refuelling*.

With our digital booking system via the Cluno app, your car is booked in less than 3 minutes.

With Cluno, you always drive your car – and you are 100% flexible and 100% secured.

The minimum term is 6 months per vehicle. You can switch to another car or terminate your usage by giving 1 month notice to take effect at the expiry of the minimum term, or after the minimum term has passed.

Your monthly fixed package price covers everything* except refuelling, which means 1,250 free kilometres a month (and thus 15,000 km a year), all necessary maintenance and wear and tear repairs, general services, tyres (all-year or summer and winter tyres), if applicable seasonal tyre changes, warranty, vehicle tax, radio and broadcasting fees, registration, and car insurance during the term. The vehicle insurance includes statutory liability insurance, a partial coverage insurance and a fully comprehensive insurance.

A detailed list of the costs included in the monthly fee can be found in our terms and conditions under point D.3.

You will also find detailed information about the additional costs that you as a driver will have to pay for that are not covered by the monthly fee to Cluno under point D.4. These costs refer to operating fluids (e.g. fuel, Adblue, windscreen wiper water etc.), public fees (e.g. tolls), fines, penalties and costs that arise from cleaning the vehicle.

The excess for Cluno cars with partial coverage is € 500 per claim (depending on the vehicle, this can also be € 1,000 – see page on vehicle details).
The excess in the case of fully comprehensive insurance is € 1,000 per claim.

Monthly package price (in accordance with your car of choice)
+ Every additional kilometer over your 1,250 free kilometers per month will be charged at € 0.20 (including VAT).
(including VAT).
+ One-time Cluno starting fee of € 299 (including VAT) for new customers.

The package price is due in advance at the beginning of each month.

The Cluno starting fee is due when you book your first car.

Both are withdrawn via direct debit.

Which costs are not included in the Cluno monthly fee can be found in detail in our terms and conditions under point D.4.

When booking your first Cluno subscription, we charge a one-time start-up fee of € 299 (including VAT). This covers the costs of creating your customer profile, verifying your identity, your self-assessment and credit rating, as well as providing the vehicle to our Cluno partner.

After that, you can change or book additional cars or cancel your subscription as needed. For business customers, the fee is also payable only once per account.

The start-up fee is only payable once, when booking your first car. After that, you can change cars as you like or end your subscription as it suits you. For corporate customers, the fee is also due only once. After this, as many vehicles can be booked as are needed.

Any private individual or business residing or based in Germany may subscribe to vehicles at Cluno. Due to insurance regulations, a minimum age of 23 years and a maximum age of 75 years applies to drivers. The minimum age per vehicle can be found on the page with the vehicle details. When concluding a new booking, the maximum age of 73 therefore applies.

As part of our registration process we verify your identity and carry out a credit check. Only users with a positive credit check can get a vehicle.

The possession of a valid car driver’s license from an EU country is required. At the first booking the creditworthiness will be checked and you confirm your identity with Postident.

Unfortunately, we are unable to provide vehicles to those with a negative Schufa.

The package price includes 1,250 free kilometres per month. This equates to 15,000 kilometres a year.

Please note that the delivery/collection and return of the vehicle are included in the mileage (similar to leasing) See our terms and conditions point D.5.

If you use more kilometres, these will be charged at € 0.20 (including VAT) per kilometre. You can drive up to 500 additional kilometres per month. The additional kilometres will be invoiced after your Cluno car is returned.

If you make use of both free and additional kilometres over the year, this gives you a total of 21,000 kilometres.

It is not currently possible to drive more than 1,750 kilometres per month (21,000 km per year).

We will be glad to inform you as soon as other possibilities arise. Simply sign up for our newsletter and stay up to date.

Here’s a sample calculation for you:

Subscription duration: 8 months

Monthly mileage: 1,250 kilometres

Monthly available additional kilometres: 500 kilometres

Total available free kilometres: 1,250 km x 8 months = 10,000 km (included in the package price)

Total available additional kilometres: 500 km x 8 months = 4,000 km (charged at € 0.20)

Maximum mileage for an 8-month Cluno car subscription: 10.000 km + 4.000 km = 14.000 km

The Cluno car subscription includes 1,250 kilometres per month. If you have used additional kilometres, these will be charged after returning your Cluno car.

Please note that the delivery/collection and return of the vehicle are included in the mileage (similar to leasing) See our terms and conditions point D.5.

Yes, you can ration your kilometres freely. For example, if you drive less than 1,250 kilometres in the first month, you can carry over your unused mileage into the next month. What counts in the end is how many kilometres you have driven during the entire subscription period for a car. If you already know how long you would like to take advantage of our subscription, you will find a sample calculation in the sub-section “How many free kilometres are included?”.

Please note that the delivery/collection and return of the vehicle are included in the mileage (similar to leasing) See our terms and conditions point D.5.

It is possible to drive abroad in the following countries: Austria, Switzerland, Italy, Spain, Portugal, France, Croatia, Czech Republic, Slovenia, Slovakia, Hungary, Poland, Belgium, Netherlands, Denmark, Norway, Sweden, Finland, Estonia, Latvia, Lithuania, Greece, Lichtenstein, Luxembourg.

Travel to all countries not listed here is expressly forbidden and, in individual cases, is only permitted after Cluno has previously provided explicit written consent.

Temporary, uninterrupted use abroad must not exceed 8 weeks.

Detailed information can be found in our terms and conditions point D.3.

As a matter of principle, we have cars of different makes and models (new and used cars) in our portfolio. All cars are checked by us and are, of course, in top condition. Our team attends to everything with passion, and our car experts select the best cars and configurations for you in advance. You just have to pick one. We are continuously expanding our vehicle portfolio. If you have not yet found the right car for you in our selection, just sign up for our newsletter to stay up to date.

Availability depends on your chosen model and changes almost daily. Some vehicles are directly available (about 2–4 weeks), while other cars will be ordered for you after booking (2–4 months).

If your dream car is not available on your desired date, we will check the option of offering you a directly available model. We would be happy to arrange an individual solution with you in a personal conversation. You can reach us from Mon. to Fri. from 9 am to 6 pm on + 49 89 1250 175 00.

In principle, you can drive your chosen car for as long as you like, with a minimum term of 6 months. Some of our customers drive their vehicle for a few months, others for several years.

By giving 1 month notice to take effect at the end of a vehicle’s minimum 6-month term, or at any time after a vehicle’s minimum 6-month term has passed, you can switch to another car or terminate your usage.

We want to make selecting your new car as easy as possible. That’s why all Cluno cars are already cleverly pre-configured. So, you do not have to worry about the equipment anymore.

The equipment features on the page with the vehicle details are all included.

Cluno cars are already cleverly pre-configured by our experts for your needs. Additional options can be selected on the vehicle detail page.
You will always find the available variants on the details page of the model in question.

It is not permitted to make any changes or modifications to Cluno vehicles. If you would like to attach a bicycle rack or a roof box, please discuss this in advance with our Customer Service staff. Email us at service@cluno.com or call us on (+ 49 89 1250 175 00).

You can either book models that are directly equipped with an automatic transmission from us or book this as an option. For more information, please refer to the vehicle details page of the model in question.

We offer premium all-season tyres for most of our vehicles. Our tyres are also optimally suitable for the cold season, as they have the Alpine symbol (snowflake) and the M+S identifier. Even if you live in a region with lots of snow in winter, you won’t have to worry about anything with our all-season tyres.

Some models are equipped with separate winter tyres (8-fold tires). Should it be necessary to change tyres, our fleet management team will contact you.

Smoking is not allowed in Cluno cars.

In principle, you may transport your pet in your Cluno car. However, you should make sure that the animal leaves no scratch marks, dirt or hair behind. Because you will have to pay yourself for any special cleaning and removal of traces.

For safety reasons, we always recommend using a transport box and placing it in the boot.

We would like to draw attention to the fact that animals are to be adequately secured during transport and that you should provide suitable protection by means of a transport box, belt or divider grille and use this while driving.

Any private individual or business residing or based in Germany may subscribe to vehicles at Cluno. Due to insurance regulations, a minimum age of 23 years and a maximum age of 75 years applies to drivers. The minimum age per vehicle can be found on the page with the vehicle details. When concluding a new booking, the maximum age of 73 therefore applies.

It is necessary to possess a valid driver’s licence from an EU country and to have been in possession of this for at least 3 years without interruption. When you make your first booking, your creditworthiness is checked and your identity is confirmed using Postident.

Unfortunately, we cannot offer a Cluno car in the event of negative Schufa information (a negative credit report).

You have the possibility to name us other authorized drivers in addition to you as a driver, who are allowed to use the Cluno car on an equal basis. For the authorized drivers, a minimum age of 23 years or 25 years (depending on the offer or vehicle) and a maximum age of 75 years is also required. You can find the minimum age per vehicle on the vehicle details page. The authorized drivers must also be in possession of a valid car driving license from an EU country.

A detailed definition of who is authorized as a driver and our regulations can be found in our terms and conditions  under point C.

You can specify additional authorised drivers at the time of booking or during your subscription period. Please contact our Customer Service team by email (mailto: service@cluno.com) or by phone (Mon. to Fri. 9am to 6pm: tel: +49 89 1250 175 00). We will need copies of each driver’s identity card and driver’s licence. All drivers must satisfy the Cluno conditions listed under point “Who are authorised drivers?”.

Please have the following documents ready for this:

As a private individual: a copy or photo of your ID card (front and back) and two up-to-date pay slips/examples of proof of income.

As a corporate customer: the ID card (front and back) of the owner/managing director, the business registration/extract from the commercial register, if applicable a business assessment or proof of income.

As a freelancer: A copy or photo of your ID card (front and back) and two current examples of proof of income (e.g. tax assessment).

You must upload these documents at the end of your self-assessment. Only if all information is available can we start the credit check.

Unfortunately, we cannot provide a car in the event of negative Schufa information (a negative credit report).

If you cannot present a salary statement at the time of booking your vehicle – for example, because you have changed employer – your employment contract, signed on both sides, with a recognisable start date and salary, can also be used as proof of income.

Your self-assessment allows us to conduct a credit check. This credit check only takes place once, when you make your first booking.

We thank you for your understanding in this matter.

First of all, we need your personal data (for example, first and last name, date and place of birth) and your address. Furthermore, we need information about your marital status, maintenance obligations and your housing situation as well as proof of income from the last two months.

For corporate clients, we need your company name, industry, legal form and date of incorporation. In addition, we require the commercial register number, the company address and information about its sales.

The self-assessment is carried out before your vehicle is booked, i.e., before you conclude your binding car subscription.

Yes, you can also use your passport for your self-assessment, either using the Postident app or in store.

If you have negative Schufa information, we unfortunately cannot offer you a Cluno car. If you think this is incorrect, please contact us by phone on +49 89 1250 175 00 or send us an email to service@cluno.com.

The Cluno car subscription is, of course, also suitable for companies.

We need the following documents to carry out a successful booking:

• Business registration/extract from the commercial register
• ID card of the owner/managing director
• Business assessment (BWA) of the current and previous years, and
• If applicable, the balance sheet (for AG companies).

Yes, Cluno is suitable for freelancers and small businesses.

The booking process and conditions are identical to those of private customers. The only difference is that we need your last tax assessment and your last current business evaluation (BWA) as proof of income.

Your Cluno car in 4 steps

1. Select your vehicle and make a request with no obligation

You choose your vehicle online or in the Cluno app and make a booking request. The enquiry process includes a self-assessment. After a positive self-assessment, you can book your Cluno car in a binding subscription.

2. Identity and credit check

Before your booking, we will perform a one-off identity and credit check.

After positive confirmation of your creditworthiness, we will send you the booking documents, which you need to send back to us signed. In the Cluno app, the identity and credit check takes place based on the personal information provided in an automated fashion, in the background. After positive confirmation of your creditworthiness, you can digitally sign to make your booking in the Cluno App.

3. Booking confirmation

To confirm your booking, you need to send your signed booking documents back to us at service@cluno.com. If you book by app, you can sign digitally, directly on your smartphone, and thus confirm the booking as binding.

4. Handover

We agree a handover date with you for your vehicle, and then you’re ready to go.

The vehicle handover can take place throughout Germany in our partner branches.

On request, we can deliver your car to your home for € 150 incl. VAT.

Your car can be returned in a partner branch in your area (within a radius of approximately 200 km).

During the term

For the duration of the term, we will deduct the fixed package price from your account at the beginning of each month. Would you like to change to a new vehicle or exit the subscription? You can change or cancel your car by providing 1 month notice (please note our 6-month minimum term per vehicle). Simply use the termination feature in the user account.

The Cluno start-up fee is due when booking your first car.

The package price is always due in advance at the beginning of the month.

Both will be collected by direct debit.

In principle, the handover can take place throughout Germany at our partner dealers. We will arrange the appointment individually with you. If you have no way of picking up the vehicle yourself, you can have your car delivered to your desired destination throughout Germany (for € 150 including VAT) or name an authorised person. This person must satisfy our conditions. More information on this can be found in the subsection “Who are authorised drivers?”.

Please have your ID card and driver’s licence ready for when your car is delivered/you pick it up. If you nominate an authorised person for the pickup/delivery, then the same applies to this person.

Delivery to your desired location costs you € 150 including VAT, within Germany. The vehicle will then be taken to the agreed delivery location, for example to your home or workplace. Our driver will hand the key over to you together with all the documents, and then you’re ready to go.

If you would like to change your car or cancel your subscription, we’ll arrange an appointment with you to return your car in your vicinity. This means that we can find a way of returning the vehicle within a radius of about 200 kilometres from your home or workplace in order to satisfy all the formalities. On request, or if it is not possible to return your vehicle in your vicinity, we will pick up your car from your home for € 150 including VAT.

This includes checking the car for damage and signs of wear, which takes place together with you. A neutral assessor, whom we provide you with, will help you with this. Possible damage and signs of wear are recorded together. When returning your vehicle, you must be present to sign the return protocol. Your booking with Cluno is only officially terminated once a signed return protocol is in place.

You can find out what is classed as damage and what is classed as signs of wear in the relevant subsections below (insurance & damage).

We will compare the condition of the vehicle at handover to its condition upon return, and then let you know if you have to pay any treatment or repair costs, and what these are.

When returning your vehicle, please make sure that it is returned with all of its accessories, having been cleaned inside and out, at the agreed time and in the agreed place.

Cluno cars are licensed to Cluno. It is therefore not necessary for you to use your own insurance. Since all cars are licensed to us, we have insurance coverage for all our cars from our insurer. This includes liability insurance, partial coverage and fully comprehensive insurance. As a rule, you can suspend your own car insurance for seven years without any problems. You will not lose your no-claims category.

Cluno vehicles are insured by Cluno in one blanket insurance. Your no-claims bonus or your own car insurance cannot be transferred to a Cluno car.

Don’t worry – you won’t lose your no-claims category. In principle, your existing private insurance contract can be suspended for 7 years. During this time, your no-claims bonus will not improve, but it will not deteriorate either. This means that your no-claims bonus usually stays at exactly the same level for 7 years, and at any point within that time you can pick up exactly where you left off.

Another benefit – if you have an accident with a Cluno car, your own insurance will not be increased.

For Cluno cars, the excess in the case of partial coverage insurance is € 500 (depending on the vehicle, this can also be € 1,000 – see page on vehicle details). The excess in the case of fully comprehensive insurance is € 1,000 per claim.

In the event of damage, you are obliged to pay the excess for partial coverage or fully comprehensive insurance (the “Excess”) specified in the booking agreement.

Cases of partial coverage are, for example: rock fall, broken glass, damage due to martens, damage due to wild game, storm and hail

Cases of fully comprehensive coverage include, for example: self-inflicted accident damage, vandalism, bumps while parking

Please report any damage to your car as soon as possible via the Cluno app.

You can also reach us via e-mail at schaden@cluno.com or via phone at +49 89 1250 175 00.

All Cluno cars are guaranteed. Repairs (which are not due to an accident), but also the usual wear and tear repairs, are included in the package price*. We would be happy to arrange an appointment with a workshop in your area and make sure that your car is ready to drive again as soon as possible.

If your Cluno car has to be towed as a result of damage, you can call the manufacturer’s emergency number. Your car will then be towed to the nearest workshop. The manufacturer’s emergency numbers can be found in the on-board folder.

Once we know about the damage, we will arrange all the details of the repair for you and inform you of any costs incurred.

If you have an accident or suffer damage, then you are covered by the insurance included in the package price (liability, partial coverage and fully comprehensive insurance).

Please report any damage to your car as soon as possible via the Cluno app.

You can also reach us via e-mail at schaden@cluno.com or via phone at +49 89 1250 175 00.

As soon as third parties are involved in the damage, you are obliged to call the police and have the damage recorded. By third party, we mean people as well as objects and cars.

Possible examples of your behaviour in the event of damage:

If, for example, you suffer rock fall while driving on the motorway, you must inform Cluno, but not the police.

However, if you knock over a post, both Cluno and the police must be contacted. Otherwise, the incident will be punished as a hit and run.

Signs of wear are marks that do not affect the value of a car, are in line with the age and mileage of the car and can be repaired by a normal treatment, e.g., small incidents of rock fall, superficial scratches without abrading the paintwork (e.g., from car washes). We will remove signs of wear for you free of charge as part of the vehicle return.

We ask you to return the car in its entirety and in a clean condition.

Damage includes marks that negatively affects the value of a car and can only be remedied by elaborate treatment and repair techniques or by replacements, e.g. deep scratches, paint abrasion, holes, cracks, breaks, the smell of smoke, missing parts.

Damage that falls below your excess or is not covered by the fully comprehensive insurance will be professionally repaired as cheaply as possible and then charged to you.

We work with vehicle repairers throughout Germany. Thanks to our framework agreement, we are able to repair various signs of wear and damage to our vehicles as quickly and as cost-effectively as possible. Since our partners are represented throughout Germany, we can arrange an appointment near you.

If something in the car needs to be repaired during the term of your subscription, we will let you know the costs and then deduct these from your account together with the bill for your monthly subscription. You can find out more about the vehicle return process in the “How do I return the vehicle?” subsection.

We will find a partner workshop near you for all inspections and any necessary repairs. Please always report any damage or upcoming inspections to us first, so that we can find a suitable workshop near you. We will discuss the details with you individually.

Cluno does not provide replacement cars while vehicles are being kept in workshops. Where applicable, the workshop who has been commissioned can offer you a replacement car. Unfortunately, we cannot cover the costs for this.