Frequently Asked Questions

Booking is simple in 3 steps:

• Download the Mercury Mobility app and complete KYC verification
• Browse available vehicles on the map or list view
• Select your vehicle, confirm booking, and unlock instantly via the app

Your rental starts when you unlock the vehicle and ends when you return and lock it.

Minimum rental duration is 30 minutes. Charges start from the first minute of unlocking the vehicle.

Yes, you can cancel your booking:

• 30+ minutes before scheduled time: Full refund
• 0–30 minutes before: 50% refund
• After booking starts: No refund

You can pick up and drop off at any of our authorized charging hubs or designated parking zones across the service area. The app shows all available pickup/dropoff locations on the map.

The app alerts you when battery drops below 20%. You can visit any battery swapping hub to swap with a fully charged battery instantly. No additional charges if you return at the designated swap hub.

If you return the vehicle with battery below minimum level:

• Charge: 1.5x per km from pickup to nearest charging hub
• Example: 10 km × 1.5x per km rate = additional charges

Battery swapping hubs are displayed on the app map. Look for the battery swap icon. Our hubs are strategically located across the service area for convenient access during your rental.

Battery swapping typically takes 2–3 minutes. You remain inside the vehicle during the swap, and the vehicle is travel-ready immediately after.

Pricing is calculated based on:

• Rental duration (hourly, daily, or subscription)
• Distance traveled (per km rate)
• Battery/fuel charges (if returning low battery)
• Late fees (if returned after scheduled time)

All prices include GST and are shown in the app before confirmation.

We accept multiple payment options:

• Credit & debit cards (Visa, Mastercard, RuPay)
• UPI (Google Pay, PhonePe, Paytm, BHIM, etc.)
• Digital wallets
• Bank transfers
• In-app wallet credits

Late return charges:

• ₹100 per 15 minutes for returning after scheduled time
• After 2 hours late: vehicle may be remotely disabled
• After 4 hours late: vehicle considered abandoned

Yes, optional damage waiver is available at booking. It reduces your liability for accidental damage. The waiver cost is a small percentage of the total booking amount.

If damage occurs:

• Report immediately via the app with photos
• Damage is assessed within 24 hours
• Photographic evidence is provided
• You can dispute within 48 hours
• Charges deducted from account or invoiced separately

Damage charges vary based on severity:

• Minor scratches: ₹500–2,000
• Small dents: ₹2,000–5,000
• Major damage: ₹15,000–50,000+
• Mechanical damage: Actual repair cost

Yes, if you dispute the damage assessment, you can request an independent inspection for ₹500. If the damage claim is upheld after inspection, the ₹500 fee is waived.

All Mercury Mobility vehicles include:

• Third-party liability insurance (mandatory)
• Own damage protection (subject to deductible)
• Personal accident coverage

Deductible is ₹5,000–10,000 depending on vehicle type. Check your policy for details.

KYC verification steps:

• Download the Mercury Mobility app
• Submit government ID (Aadhaar, Passport, or Driver's License)
• Verify address with utility bill or ID proof
• Verify phone and email
• Validation completes within 24 hours

To reset your password:

• Tap "Forgot Password" on the login screen
• Enter your registered email
• Click the reset link sent to your email
• Create a new password and login

Your data security is our priority:

• All data encrypted with industry-standard security
• Compliance with GDPR and India's DPDP Act 2023
• Personal information never shared without consent
• See our Privacy Policy for complete details

Reach our support team through:

• Email: support@mercurymobility.com
• Phone: +91-95-7070-3030
• WhatsApp: Chat via the app
• In-app support: Help section in settings

24/7 support available for urgent issues.