Frequently asked questions

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.

Try signing in directly with your Apple or Google account instead — no code needed.

Only to take part in the CAE program. It's a separate verification level, built for extra security around that specific program — you can use VIB3S normally without ever verifying.

You can change your profile photo whenever you like from your profile. Your email can't be changed once you've registered. If you need to change your phone number, contact us and we'll help.

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

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.

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

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.

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.

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.

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

Yes, the driver can accept or decline your request. If they don't respond before departure time, it cancels itself and, on paid trips, we refund you 100% of what you paid at no cost to you.

Yes, and we recommend it — use the chat to get to know each other before the trip too. Just make sure you always book and pay through the app: that's what lets us guarantee your safety, refunds if something goes wrong, and a smoother process for both of you.

Yes, you can both edit and delete a published trip. You can change the date as long as no one has booked yet, and you can adjust the number of available seats at any time.

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.

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.

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

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

The moment you request it. The money is held securely and isn't paid out to the driver until the trip is finished.

There's a 2-hour window after arrival to report any issues. If all goes well, once that window passes the money is released and sent to your bank account. It usually takes 3 to 7 business days to arrive, depending on your bank — if it's been more than a week and you still don't see it, let us know.

It's an identity check Stripe requires before you can get paid as a driver. You can publish trips without having done it, but you won't be able to accept paying passengers until it's complete. Withdrawing to your bank is free (€1 minimum); instant payout isn't available.

Go to your notifications (the icon in the top right of the home screen), find the notification for your request, and tap the X. It's cancelled instantly, and the money you paid is refunded right away.

Go to that trip's details from your activity and tap cancel. What you get back depends on how much notice you give — see below.

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

It's a late cancellation, and what you get back depends on how much notice you give: • Between 24h and 2h before → partial refund: the driver keeps 50% of the price they'd set, as compensation for the lost booking, and you get the rest back • Less than 2h before → no refund

Yes, as compensation for the inconvenience: • If they cancel between 24h and 2h before departure, you get 50% of the price you set for that seat • If they cancel with less than 2h notice, you get 100%, same as if the trip had gone ahead normally

It depends on how much notice you give before departure: • More than 24h before → you get 100% back • Between 24h and 2h before → you get part of it back; the driver keeps half of the price they'd set, as compensation for the lost booking • Less than 2h before → no refund, it's too late in the process When it applies, the refund lands instantly on your payment method.

You get a 100% refund right away, at no cost to you.

Report it as soon as possible from the trip — you have up to 2 hours after the expected arrival time. If you report it within that window, we pause the payment while we look into it, and if we confirm the driver didn't show, you get a 100% refund. If you report it later, the payment will already have gone through and we can only refund you the part that was due to the driver — that's why it matters to report it in time.

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.

It depends on the case. For most cancellations we never actually charge you anything, so we simply void the charge and it's instant. We only call it a real refund, with the payment already charged, when you report that the driver didn't show up more than 2 hours after arrival and, after we review it, your refund is approved — in that case the money takes about 5 days to reach your account or card.

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.

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

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.

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.

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.

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.

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.

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.).

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

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.

VIB3S looks into it. If you report it in time (within 2 hours of the expected arrival) and we confirm the driver didn't show up, you get a 100% refund — see the cancellations and refunds section for details. The driver may also get a rating penalty.

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

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.

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.

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

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.

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