FAQ

The MOCEAN car subscription is a flexible mobility concept that offers you all the advantages of owning your own vehicle - without long-term commitments and high initial investments.

Instead, you pay a fixed monthly amount that includes maintenance costs, taxes and insurance.

With MOCEAN, you receive your vehicle directly from the manufacturer and have a contact person at your side at all times - just a phone call away.

Maintenance and service costs are also included, so you can use your vehicle worry-free and concentrate fully on driving.

Registration via our website is completely digital, so you can secure your dream vehicle with just a few clicks.

To take out a MOCEAN subscription, you must fulfil the following requirements:

You can register up to four additional drivers as part of your MOCEAN Auto subscription.

To do so, upload a copy of each person's valid driving licence and ID card to "My Page" or send the documents to our customer service by email.

The contract partner remains responsible for ensuring that additional drivers fulfil all applicable and additional requirements that may be set by us or our insurance providers in the future.

Additional drivers must live in the same household as the contract partner and may only use the vehicle occasionally.

Our vehicles may differ from the vehicles shown on the website.

The images on the website are for illustrative purposes only.

Our range of vehicles includes both new and used vehicles, which may show signs of use on delivery.

The guaranteed vehicle features are limited to the specifications listed in the contract under "Contract Confirmation".

These include vehicle category and age, fuel type, transmission type, two or four-wheel drive and exterior colour.

Your monthly instalment covers all maintenance and operating costs of the vehicle, excluding fuel, fluids, fees, fines and tolls

It also excludes damage that is not due to normal wear and tear.

From a car subscription term of twelve months, you can request a vehicle exchange every six months.

This assumes that you have been driving your current vehicle for at least six months.

The possibility of exchanging your vehicle depends on vehicle availability.

The time required for the vehicle exchange depends on the delivery time of the new vehicle.

The exchange of the vehicle itself is free of charge, but we will charge you the delivery fee.

After the vehicle exchange, we will adjust the monthly fees and your payment will increase or decrease accordingly.

You can cancel your subscription at any time. However, if you cancel before the end of the agreed term, cancellation fees will apply in accordance with the terms and conditions of your contract.

If you wish to cancel your car subscription at the end of the term, you simply need to send a written cancellation to our customer service one month before the end of the term.

Each car subscription includes 1,000 kilometres per month. If you need more, you can choose one of the higher kilometre packages for an additional charge.

Unused kilometres are recorded at the end of each month and carried over to the next month. At the end of the term, the total kilometres driven will be charged.

Additional charges apply if you exceed the maximum number of kilometres. It is generally cheaper to choose a larger kilometre package than to pay for the extra kilometres at the end of the term. Therefore, please contact our customer service if your remaining mileage quota has been used up in order to upgrade your mileage package.

Please note that an upgrade can only be processed for future months. Once you have upgraded your package, this change cannot be cancelled. It is also not possible to downgrade the package.

As long as you do not leave EU territory, there is no problem travelling through Europe with the vehicle.

If you are planning to travel to a country outside the EU, you must inform us at least 10 working days before the start of your journey.

If you are interested in using our vehicles for commercial or business purposes, please contact our customer service team by telephone from Monday to Friday between 08:00 and 18:00 on +49 69 271472420 or send us an e-mail at Kundenservice@mocean-auto.de so that we can discuss your needs and requirements.

Usually, we do not offer discounts for the first car subscription period.

However, we may grant a loyalty discount on contract renewal or offer discounts via our MOCEAN marketing newsletter or other advertising partners, so be sure to sign up to receive news and available offers from MOCEAN.

No, the return of our vehicles is contractually stipulated. For this reason, a purchase as part of your MOCEAN subscription is not possible.

If you are interested in purchasing a vehicle, you can contact our customer service team at any time. Our staff will be happy to put you in touch with the relevant contact person.

If you have not selected a car subscription with a term of 36 months, your contract will be automatically extended by one month at the end of the original term.

Depending on the case, you can extend your car subscription with your existing vehicle or with another vehicle.

The first monthly instalment payment is due upon receipt of the contract confirmation to enable the delivery of the vehicle.

All subsequent subscription payments will be automatically charged to you on the first day of each monthly interval from the date of delivery of your vehicle (unless the first day falls on a weekend or is a public holiday, in which case the subscription payment will be charged on the next business day).

Any fines will be forwarded to you immediately upon receipt by our team and an administration fee will apply.

You will be asked to pay the fine directly to the issuing authority. If the fine is not paid, we will initiate the payment on your behalf and collect the amount via your chosen payment method.

Yes, fully comprehensive insurance is included in every car subscription.

For more information on what the insurance covers and what is excluded from coverage, please see our MOCEAN Insurance Product Information Sheet (LINK). The link can also be found in the footer of the Mocean website.

There is no insurance cover if the vehicle is used under the influence of alcohol or drugs or under the influence of medication for which driving a vehicle is not permitted or is discouraged.

Furthermore, there is no insurance cover if you use the vehicle without a valid driving licence or contrary to the road traffic regulations or if you leave the vehicle to third parties who are not registered in the contract.

The insurance cover expires in the event of wilful damage, modifications or modifications to the vehicle, if it is used to provide driving lessons or for the transport of dangerous goods or if it is sublet.

Other damages not covered by MOCEAN insurance include, for example: slipping load, incorrect refuelling, damage caused by engaging the wrong gear, torsional damage, operating errors, overloading of the vehicle.

For more details on insurance exclusions, please refer to our MOCEAN Insurance Product Information Sheet (LINK). The link can also be found in the footer of the MOCEAN website.

In the event of an accident, breakdown or theft of your vehicle, you must notify our customer service department in writing as soon as possible, but within 24 hours at the latest.

You are also obliged to inform all relevant authorities, such as the law enforcement authorities, immediately and to co-operate in clarifying the facts of the case by providing the explanations or explanations requested from you regarding the circumstances of the accident or theft and (if applicable) providing us with the file number of the crime.

Complete the accident form provided and send it to Mocean Customer Service within 24 hours.

In the event of incidents and accidents in which the vehicle becomes unroadworthy and roadside assistance is required, a replacement vehicle will be provided.

Replacement vehicles are not included in the car subscription for scheduled repair or maintenance appointments. The pick-up and drop-off service replaces the vehicle for one day.

The category, brand and configuration of the replacement vehicle are subject to availability. If roadside assistance is utilised, the conditions of the respective insurer apply.

Damage can occur at any time. As long as the vehicle is in your care, you are responsible for its condition, regardless of who caused the damage.

This means that there is no excess if the claim for payment can be passed on to a third party.

However, if there is no third party from whom the damage costs can be claimed, the responsibility for the excess remains with the contractual partner.

All new claims must be reported to MOCEAN Customer Service within 24 hours.

The earliest delivery date for your vehicle is displayed online. After MOCEAN Customer Service has confirmed the activation of your car subscription, a team member will contact you prior to your desired delivery date to discuss the details, location, date and time of vehicle delivery and to ensure that all details are correct and meet your requirements.

Two days before the delivery date, you will receive a telephone delivery notification from the responsible transport service provider.

The final confirmation will be given by the driver one hour before arrival to ensure a smooth delivery process. These checks and notifications can alternatively be carried out by your local Hyundai dealer if you have chosen this delivery option.

Upon handover and return, the vehicle will be inspected by our employee and all damage will be documented in the handover protocol.

You must confirm the correctness of the information in the handover protocol with a digital signature.

All vehicles are equipped with all-season tyres, so you don't have to change tyres during the subscription period.

As part of an active MOCEAN subscription, up to four additional drivers are possible.

These designated drivers must meet the same conditions as the contractor, live at the same address and use the vehicle only occasionally.

Once your application has been approved, our customer service team will confirm the date, time and location of the vehicle delivery.

You can pick up the vehicle free of charge during business hours from a Hyundai dealer who works with MOCEAN.

Alternatively, you can have the vehicle delivered to your home address for an extra charge. The exact amount is set out in Appendix 2 of the MOCEAN Terms and Conditions.

The link to the terms and conditions can be found in the footer of the MOCEAN website.

Contact the authorized dealer listed in your MOCEAN contract confirmation and make an appointment for maintenance.

If you are unsure, contact our customer service by phone from Monday to Friday between 08:00 and 18:00 at +49 69 271472420 or send us an e-mail to Kundenservice@mocean-auto.de.