Question 1

How do I sign up for VIB3S?

Accepted Answer

You can sign up with your email — we send you a one-time code to verify it, no password needed — or sign in directly with your Apple or Google account.

Question 2

Does it cost anything to create an account or use the app?

Accepted Answer

No, signing up and using VIB3S are completely free. You only pay when you book a seat on a paid trip.

Question 3

Can I have more than one account or share mine with someone else?

Accepted Answer

No. Each person must register a single personal account with their own details. Creating multiple accounts or transferring an account between people isn't allowed and can lead to suspension.

Question 4

Is there a minimum age to use VIB3S?

Accepted Answer

Yes, only people who are legally of age can register. By creating your account you confirm you meet this requirement.

Question 5

What is “CAE Verified” status and what data does it ask for?

Accepted Answer

It's an additional, voluntary verification level that lets you take part in the energy-savings (CAE) program. To activate it you need to provide your full legal name, your national ID number, your phone number, enable device location, and — if you publish trips as a driver — your vehicle's license plate. Getting this status doesn't obligate you to transfer any energy savings — see the “CAE and energy savings” category for full details.

Question 6

How do I publish a trip as a driver?

Accepted Answer

In the app you enter the origin, destination, departure date and time, trip price, and number of available seats. It's your responsibility to double-check everything is correct before publishing.

Question 7

What do I need to publish trips as a driver?

Accepted Answer

You need to confirm you hold a valid driving licence and that the vehicle has valid compulsory insurance and roadworthiness certification. The license plate is optional — you only need to add it if you want your passengers to see it before the trip. You're solely responsible for driving safely and following traffic regulations.

Question 8

How do I book a seat on a published trip?

Accepted Answer

Search for a matching trip and request a seat from the driver. You'll get confirmation as soon as the driver accepts your request.

Question 9

Can the driver reject my booking request?

Accepted Answer

Yes, the driver must accept or decline each booking request. If they don't accept it before departure time, the booking is automatically cancelled and, on paid trips, you get a full refund minus the non-refundable service fee.

Question 10

Can I contact the driver or passenger directly outside the app?

Accepted Answer

No. All communication between driver and passenger happens through VIB3S's in-app chat; personal contact details like phone number or email are never shared.

Question 11

Can I bring luggage or a pet on the trip?

Accepted Answer

Yes, but you need to notify the driver in advance and get their authorization. If you don't, the driver can cancel your booking or ask you not to board.

Question 12

How are payments processed on VIB3S?

Accepted Answer

Through Stripe, an external, PCI-DSS certified payment processor. VIB3S never stores or has access to your card details.

Question 13

What is the “service fee” shown at checkout?

Accepted Answer

It's the cost of the payment service, shown as a separate line item before you confirm your booking. It's included in the final price and is non-refundable under any circumstance.

Question 14

What commission does VIB3S charge per trip?

Accepted Answer

A variable commission, clearly shown to the driver in the app, which only applies to paid trips that are actually completed.

Question 15

What payment methods can I use?

Accepted Answer

Credit or debit card, Apple Pay, and Google Pay.

Question 16

When am I charged when I book a seat?

Accepted Answer

You're charged the moment you request the seat (immediate capture). The amount is held on the platform and isn't transferred to the driver until the trip is validated.

Question 17

When does the driver receive the money for the trip?

Accepted Answer

Issues can be reported during the 2 hours after the expected arrival time. Once that window passes with no issues, the amount is automatically released to the driver's balance, which they can withdraw to their bank account whenever they like.

Question 18

What is KYC and why do I need it as a driver?

Accepted Answer

It's the identity verification process required by Stripe before you can receive payments. You can publish trips before completing it, but you won't be able to accept paying passengers until you do. Bank payouts are free, with a €1 minimum withdrawal amount; instant payout isn't available.

Question 19

Can I cancel a trip I've already booked?

Accepted Answer

Yes. VIB3S allows cancellations both as a passenger and as a driver, though the financial terms depend on how much notice you give.

Question 20

What happens if I cancel 24 hours or more in advance?

Accepted Answer

It counts as an on-time cancellation and generally has no consequences for your account. On paid trips, you get an immediate 100% refund.

Question 21

What happens if I cancel with less than 24 hours' notice?

Accepted Answer

It's a late cancellation, which gets logged and reviewed by VIB3S.

Question 22

How much do I get back if I cancel a paid trip as a passenger?

Accepted Answer

It depends on how much notice you give before departure:

• More than 24h before → 100% refund
• Between 24h and 2h before → 50% refund
• Less than 2h before → no refund

The refund is processed immediately to your payment method. If it involves an issue VIB3S needs to review (for example, the driver not showing up), resolution can take a few days.

Question 23

What happens if the driver cancels or doesn't show up?

Accepted Answer

You get a 100% refund. If the driver doesn't show up, the refund is applied once VIB3S validates the dispute.

Question 24

What happens if I cancel late repeatedly?

Accepted Answer

If you rack up 3 late cancellations in under 3 months, VIB3S may warn you, review your account, or apply measures such as temporarily limiting features or suspending your account.

Question 25

What is the CAE (Energy Savings Certificate)?

Accepted Answer

It's an official mechanism run by Spain's Ministry for Ecological Transition (MITECO) that rewards energy-efficiency measures like car sharing. VIB3S can report the savings generated by its users and obtain certificates in exchange.

Question 26

Do I have to join the CAE program to use VIB3S?

Accepted Answer

No, participation is entirely voluntary. You can share rides and split costs as usual without joining the program or transferring any energy savings.

Question 27

How does a trip's energy saving get transferred to VIB3S?

Accepted Answer

Only trip by trip, and only when you voluntarily complete the CAE procedure for that specific trip. This transfer is never blanket or in advance: if you don't complete the procedure on a given trip, you can keep using VIB3S as normal for that trip.

Question 28

What do I need to do for a trip to count under the CAE procedure?

Accepted Answer

The driver must start the trip under the CAE system, and passengers must confirm both pick-up and drop-off. When confirming drop-off, you must answer a short survey on what transport mode you would have used if you hadn't shared a ride.

Question 29

What do I get if I take part in the CAE program?

Accepted Answer

The incentive is converted into points inside the app, redeemable for products, discounts or services. It's only issued if the trip is officially validated as a real energy saving.

Question 30

What happens if my energy saving isn't validated?

Accepted Answer

Regulations require the National Coordinator to validate each saving before an incentive is issued. If your trip isn't validated, VIB3S won't be able to issue the points for that trip.

Question 31

How does the rating system work?

Accepted Answer

After each trip, passenger and driver can rate each other from 1 to 5 stars and leave a short written review. The average score shows up on each user's profile.

Question 32

Are my ratings and reviews public?

Accepted Answer

Yes, your average score and reviews are visible to the rest of the community on your profile. VIB3S can hide or remove reviews that break the rules (insults, sensitive personal data, etc.).

Question 33

How do I report a problem during or after a trip?

Accepted Answer

From the trip screen in the app, any time from the start of the trip up to 2 hours after the expected arrival time.

Question 34

What happens if the passenger doesn't show up?

Accepted Answer

The issue is logged automatically: there's no refund for the passenger and the driver receives 100% of the amount. A rating penalty may also apply to the passenger.

Question 35

What happens if the driver doesn't show up?

Accepted Answer

VIB3S reviews the report manually. If validated, the passenger gets a full refund, and a rating penalty may apply to the driver.

Question 36

What if I have a different kind of problem during the trip?

Accepted Answer

It's reviewed case by case by the VIB3S team. Any financial resolution, if applicable, is never automatic.

Question 37

Can VIB3S suspend or cancel my account?

Accepted Answer

Yes, if you breach the terms of use, the privacy policy or the community guidelines, or if your behavior harms other users or the platform.

Question 38

What happens if I rack up repeated late cancellations?

Accepted Answer

If VIB3S detects 3 late cancellations in under 3 months, or a recurring pattern of unjustified cancellations, it may warn you, review your account, or apply proportional measures, including suspension.

Question 39

What happens if my account is found to be fake or duplicated?

Accepted Answer

VIB3S immediately cancels fake or duplicate accounts, or accounts impersonating someone else, and may request additional identity checks if it suspects an account.

Question 40

What's the difference between a temporary suspension and permanent cancellation?

Accepted Answer

During a temporary suspension you can't access your account or the app's features, but the account can be reactivated. With a permanent cancellation, your account is closed and future registration with the same personal details is blocked.

Question 41

How do I permanently delete my VIB3S account?

Accepted Answer

You can do it from the relevant section in the app. Check our step-by-step account deletion help page for details.

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