Help and frequently asked questions

avigo provides 100% electric cars for the residents of your building. You book a car when you need it, and you only pay for the reserved time.

Insurance, maintenance, and winter tires are included. Mileage is unlimited.

To drive an avigo car, you must:

• be at least 21 years old;
• have a valid, non-expired, and non-suspended driver's license that allows you to drive a car in your province;
• have a validated avigo account;
• have a valid credit card registered in your account.

License from another country: it may be accepted on a case-by-case basis. We may ask you for an official translation or an international license.

Prepare your driver's license and credit card. Registration takes about 5 minutes.

1. Scan the QR code displayed in your building. Can't find it? Ask your building manager.
2. Download the avigo car-sharing app from the App Store (iPhone) or Google Play (Android).
3. Create your account with your email address.
4. Take a photo of the front and back of your driver's license.
5. Take a photo of your face (selfie).
6. Add your credit card.
7. Wait for your account validation, usually within 24 hours.

Validation usually takes less than 24 hours. If it is delayed, it is often due to a blurry license photo, a flash reflection, or an expired license.

Tip: For a successful license photo: lay the license flat, in daylight, without flash, with all four corners clearly visible.

After 24 hours, contact us at 438 943-3878 or at contact@avigomobility.com.

That's completely normal, and you're not alone. Two solutions:

• Ask a friend to help you install the app and create your account. Note: this person cannot drive on your behalf without having their own validated account.
• Call us at 438 943-3878 during business hours. We will guide you step by step, at your own pace.

Two ways:

• In the app: go to Profile, then tap on Delete account.
• Or write to us at contact@avigomobility.com indicating your name and your building.

Any outstanding amounts remain payable after the account is closed.

1. Open the app and log in.
2. Choose the car.
3. Choose the date, departure time, and return time.
4. If you have a promo code, enter it in the Voucher field.
5. Check the displayed price, then confirm.

You can book as far in advance as you wish.

Tip: Allow a little buffer on the return time: a delay may prevent a neighbor from leaving on time.

The hourly rate is displayed in the app before you confirm your reservation. Taxes are included in the displayed price. The rate may vary from one building to another.

• Mileage is unlimited.
• You pay for the reserved duration, even if you return early. So only book the time you need.
• Payment is made automatically on the card registered in your account.

At the start of your reservation, an amount is temporarily blocked on your card, depending on the reserved duration. This is not an additional payment.

At the end of the trip, only the actual amount is charged, and the rest is released. Depending on your bank, this may take a few days.

Open your reservation in the app, then choose to modify, extend, or cancel it.

• Extend: possible directly in the app if the car is not reserved right after you.
• Cancel: cancellation rules may vary depending on your building. They are indicated in the app.

Tip: If you no longer need the car, cancel as soon as possible: it becomes available for your neighbors.

1. Extend your reservation in the app, before the end time.
2. If this is not possible because a neighbor has booked right after you, call us at 438 943-3878 as soon as possible.

An unexpected delay may incur fees, especially if it prevents another resident from leaving.

The previous resident may be late. Call us at 438 943-3878 : we will contact this resident and keep you updated.

If you do not start your reservation, it is automatically canceled after a certain period, to free up the car.

If you know you will not use the car, cancel it yourself as soon as possible.

In the app, go to Profile, then Invoices. You can download them, for example for an expense report.

1. In the app, go to Profile.
2. Tap on Payment.
3. Tap on Add a new payment method and enter your new card.

Payment declined? Check the expiration date and balance of your card, then try again. If the problem persists, contact your bank.

Write to us at contact@avigomobility.com explaining the situation, with the date of the reservation and photos if you have them. We review each request.

The car opens with the app, via Bluetooth. Turn on your phone's Bluetooth before starting.

1. Open the app and your reservation, then tap Start the reservation.
2. Walk around the car. If you see any damage, add it with a photo.
3. If there is no damage, tap Next.
4. Tap Lock the car.
5. Unplug the car from the charging station (see the question How to unplug the car?).

During your reservation, for example when you stop to run an errand, you can lock and reopen the car as many times as needed.

1. In the app, tap Go to reservation.
2. Tap Lock or Unlock, depending on what you want to do.

Important: Do not tap Finish reservation during a stop: your reservation would end and you would not be able to reopen the car.

Tip: Always check that the car is locked before walking away.

• Check that your reservation has started.
• Check that your phone's Bluetooth is turned on.
• Get closer to the car, within a few meters.
• Completely close the app, then reopen it.

If it still doesn't work, call us at 438 943-3878.

Yes. The car opens via Bluetooth, even without cellular network or Internet.

Tip: As a precaution, open the app and your reservation before going down to the garage.

Take two minutes to walk around the car:

• Exterior: bodywork, bumpers, windshield, mirrors, tires.
• Interior: cleanliness, smell, forgotten items.
• Dashboard: no red or orange warning lights on.
• Battery: sufficient charge for your entire trip, round trip.

Take the start-of-trip photos requested in the app.

Important: Do not drive if you notice a safety issue (flat tire, red light, cracked windshield in front of the driver). Call us at 438 943-3878.

If you see any damage, dirt, or issue, report it before leaving. Otherwise, it may be attributed to you.

1. Take clear photos: a wide shot, then a close-up of the damage.
2. Add them in the app, along with the start-of-trip photos.
3. If the app is not working, write to contact@avigomobility.com with your name, your building, and the car's license plate, along with the photos.

When in doubt, report it anyway. It takes two minutes and protects you.

1. First unlock the car: the cable cannot come out while it is locked.
2. Press the button on the cable handle, then pull gently.
3. Hang the cable back on the terminal. It always stays at the terminal, do not put it in the car.
4. Close the car's charging flap.

Is the cable stuck? Do not force it. Lock and then unlock the car again, and try again. If the cable remains stuck, call us at 438 943-3878.

It's simpler than a gas car:

1. Sit down and fasten your seatbelt.
2. Press the brake pedal and keep it pressed.
3. Press the start button. The word Ready or a green light will appear. There is no engine noise, this is normal.
4. Place the selector in D (drive) or R (reverse), then gently release the brake.

Tip: The car is very quiet: be extra cautious of pedestrians and cyclists, especially in the parking lot.

No. If you are traveling with a child, bring your own car seat, suitable for their age, weight, and height, as required by law.

Remember to remove it at the end of your reservation.

Anywhere in Canada, with no mileage limit, as long as you return the car on time.

What is prohibited:

• leaving Canada without written permission from avigo;
• use the car for Uber, taxi, delivery or any commercial activity ;
• the race, towing, or any use contrary to the Highway Code ;
• drive after consuming alcohol, cannabis or drugs.

Before leaving, check that the range covers your entire trip, round trip.

If you need to recharge on the road :

1. Find a charging station with a charging app, like that of the Electric Circuit, FLO or ChargePoint.
2. Plug in the car and follow the instructions of the station.

No charging card is provided in the car. A recharge done outside your building is at your expense and is not reimbursed.

Tip : In extreme cold, the range decreases significantly. In winter, allow for more margin.

1. Park as soon as possible in a safe place and turn on the hazard lights.
2. If you are in danger, call the 911.
3. Call us at 438 943-3878 indicating where you are and what is happening.
4. Stay close to the car if it is safe, until we give you instructions.

Important : Do not make or have any repairs done without written permission from avigo, even for a flat tire.

The windshield washer is filled by your building manager. If the tank is empty, report it in the app or to contact@avigomobility.com, so that the car is ready for the next resident.

• Completely clear the car of snow before leaving: roof, windows, headlights, and mirrors. Some cars have a scraper and a broom, but not all: in winter, bring your own.
• All cars have winter tires.
• Range decreases in extreme cold: check it before leaving and allow for extra margin.
• If the car is parked outside, respect the snow removal signs to avoid towing.

Fines (parking, speeding, red light) and tolls incurred during your reservation are your responsibility.

They are charged to the card registered in your account, with administrative processing fees.

1. Return the car to its reserved spot in your building.
2. Plug the car back into the charging station.
3. Remove your personal belongings, your trash, and, if applicable, your child's car seat.
4. Close the windows and turn off the headlights.
5. Take the end-of-trip photos requested in the app.
6. Press Lock and check that the car is properly locked.
7. Then press Finish Reservation.

Important: The car does not lock itself at the end of the reservation. Always lock it before finishing.

Your reservation is only complete when the app confirms it.

1. Open the car's charging port.
2. Take the cable attached to the charging station.
3. Push the plug into the car until it clicks.
4. Check that the charging starts: a light comes on in the car or on the charging station. In some buildings, the station starts automatically. In others, it needs to be activated: follow the instructions displayed on the station.

Why it's important: the next resident is counting on a charged car. An unconnected car may incur fees.

The station isn't working or the cable is missing? Report it immediately to 438 943-3878.

There is no mandatory minimum level. As a courtesy to your neighbors, return the car with a reasonable battery level, and always plugged into the station.

The next resident may be counting on this car within the next hour.

Don't leave the car just anywhere. Call us at 438 943-3878 : we will tell you where to park it.

In any case, the car must be parked legally, without blocking a door, ramp, charging station, or another vehicle, and in accordance with your building's rules.

Don't leave the car without confirmation. Call us immediately at 438 943-3878 and follow our instructions.

A car left without completing the reservation may incur fees.

Call us at 438 943-3878 : we can unlock the car remotely so you can retrieve your item. You can also write to us at contact@avigomobility.com.

Lost items are kept for a limited time. avigo is not responsible for forgotten, lost, or stolen items: always check the car before leaving.

1. Safety first. If someone is injured or in danger, call the 911.
2. Turn on the hazard lights. If it's safe, move the car out of traffic.
3. Exchange information with the other driver: name, phone number, license number, plate, make and model, insurance company, and policy number.
4. Take photos: both cars, the damages, the plates, and the locations.
5. Note the witnesses, the time, the place, and the weather.
6. Call avigo at 438 943-3878.
7. Fill out the report that we will send you.

Important: Never accept responsibility on behalf of avigo and do not sign anything other than the amicable report, if the other driver offers one.

1. Check that everyone is okay. Call the 911 if someone is injured.
2. Take photos of the car and the location.
3. Call avigo at 438 943-3878, even if the damage seems small to you.

Reporting quickly protects you. An unreported damage may be charged to you in full and lead to the suspension of your account.

1. Call the police and request a police report. It is mandatory in these situations.
2. Take photos.
3. Call avigo at 438 943-3878 and send us the police report number.

Yes. The cars are insured for use within the service, by authorized drivers who comply with our terms of use (www.avigomobility.com/conditions-generales).

In case of damage, a deductible may apply, even if you are not at fault, unless a responsible third party is identified and reimburses the amounts.

Advice: Your personal auto insurance may sometimes cover the deductible through a non-owned vehicle endorsement (FAQ 27 in Quebec, OPCF 27 in Ontario). Check with your insurer.

Important: Insurance may not apply if the driver is unauthorized, has consumed alcohol or drugs, does not have a valid license, or if the accident has not been reported.

No. It is prohibited to smoke or vape in all avigo cars, including cannabis, even with the windows open.

A smell of tobacco, cannabis, or vaping will result in specialized cleaning, which will be charged to you.

Yes, as long as it is in a transport cage or the seats are protected by a cover.

Service dogs are always accepted.

Hair or dirt left by a pet will incur cleaning fees.

Leave the car as you would like to find it :

• no waste, no food, no bottles ;
• mats shaken out if you brought mud or sand ;
• seats put back.

If the car is dirty upon your arrival, take photos and report it before leaving. This way, the cleaning will not be charged to you.

Fees may apply particularly in these situations :

• dirty car, smell of tobacco or vaping, pet hair ;
• late return ;
• car not plugged in at the end of the booking ;
• missing start or end trip photos ;
• car not locked, window open or headlights on ;
• parking in the wrong place ;
• lost cable, card or accessory ;
• damage or accident not reported ;
• fines and tolls, with processing fees.

The details and amounts are in our terms of use (www.avigomobility.com/conditions-generales).

Do you disagree with a fee ? Write to us at contact@avigomobility.com.

• Phone : 438 943-3878
• Email : contact@avigomobility.com

Hours (Montreal, Toronto and Ottawa time) : from Monday to Friday from 8 AM to 5 PM, Saturday and Sunday from 2 PM to 4 PM.
In Vancouver : from Monday to Friday from 5 AM to 2 PM, Saturday and Sunday from 11 AM to 1 PM.

• Emergency, injured person or danger : call the 911.
• Accident, car blocked or reservation impossible to complete: call anyway the 438 943-3878.
• Other question: consult this FAQ or write to contact@avigomobility.com. We will respond as soon as the service reopens.

To help you faster, prepare:

• your name;
• the name or address of your building;
• the license plate of the car;
• the time and place of the issue;
• photos, if possible.