The HeinerLiner is HEAG mobilo's ride pooling service for Darmstadt. Get an easy, comfortable and green ride to your destination with other Darmstadt residents.

The HeinerLiner comes when you call it (via app or phone). It picks you up at an agreed meeting point, drops you off very close to your destination and the app navigates you safely the last few metres to your destination. And it does all this independently of bus or train stops and fixed timetables - without changing buses or looking for a parking space. Not only does it drive emission-free, but also in such a way that other Heiners* who have a similar destination can ride along with you.

Ride pooling means that carpools are automatically formed between passengers who have a similar destination. This relieves the burden on the roads and the environment. Of course, our system makes sure that your journey time only increases by a few minutes - long detours are ruled out.

Due to the current situation, we have taken several measures:

• In order to protect our passengers and drivers, we have installed a Separation between driver and passenger compartment installed.
• all contact surfaces (handles, entrances, steering wheel, etc.) are Regularly cleaned.

In addition, we continue to ask you to consider the following measures:

• Please wear a mouth and nose protection (medical or FFP2 mask) in the shuttle.
• Please always leave a seat free between you and other passengers.
• ⚠ If you have a cold or other symptoms of illness, please stay at home. ⚠

These precautions apply until further notice. Take care of yourselves and have a safe journey.

The HeinerLiner runs exclusively on environmentally friendly electric vehicles - which is good for the climate and the air in our city.

By automatically forming carpools, we also reduce traffic as several parties share a shuttle. In this way, we save many inner-city car journeys.

The HeinerLiner takes you all over the city of Darmstadt! From the Europaviertel to Bürgerpark and from Wixhausen to Eberstadt.

Just look at our map under "Areas" to see if the HeinerLiner also runs in your area.

The HeinerLiner runs Sunday to Thursday between 05:00 and 02:00, Friday and Saturday night even continuously.

Please note that an end of service at 2 o'clock means that the shuttle will be at the depot at 2 o'clock. Journeys that result in this not being possible - e.g. if you want to book a journey for 1:55 a.m. - will not be accepted by the system.

The exact price for your journey is displayed directly in the app before you complete your booking. It is made up of the basic fare (€2.00), the comfort surcharge (€2.00) and the flat rate for the distance (€0.35/km) - all prices include VAT. We'll give you the flat rate for the first kilometre for free. In addition, there are further discounts, e.g. for all those who have a valid public transport ticket as well as for children and passengers. If you want to know exactly, you can take a look at the HERE view the price overview.

It's quick and easy: download the app, create a customer account, enter your payment details, book your journey and off you go.

You can find the free HeinerLiner app in the App Store and the Google Play Store. Our short explanatory film shows you how it works.

If you don't have a smartphone, you can also open a customer account at the customer centre at Luisenplatz, buy credit and then book by phone. To do this, contact our customer service on 06151 / 709-4000.

The app is available for Android and iOS. To register, all you need is your name, mobile phone number and a valid email address. If you have any problems, please contact our support team at 06151/709-4000 or write to us at heinerliner@heagmobilo.de.

Please go through the following steps in order:

• Check that you have entered your mobile number correctly, including the area code, and then try again. The most common reason is typing errors and transposed numbers when entering the mobile number.
• Try again at a later time. Due to the network operator or lack of network coverage, there may be delays in the delivery of the SMS codes. Often it works better a little later.
• If this does not help either, please uninstall the app, download it again and try again.
• If the problem persists despite all this, contact customer service on 06151/709-4000 or write to us at heinerliner@heagmobilo.de. You can help us tremendously with troubleshooting if you can send us the following information: Phone model, operating system, installed app version and the times when the verification request was sent.

In the menu, you can change your user data under the item "Account" and the payment methods stored under the item "Payment".

If you have received a discount code, you can enter it in the app menu under "Vouchers" to secure the benefits.

To do this, you must give us permission to send you messages. You can set this in the menu under "Account -> Authorisations". There you will also find the options "Newsletter" and "Discounts & Promotions". If you give us permission here, you will receive vouchers and special discounts from time to time. You will also have the opportunity to give us feedback on our service.

Under the menu item "Account" you will find the option "Delete account". If you delete your registration with us, we will delete all data that you provided to us for the purpose of registration. Furthermore, we only store your data in order to fulfil our contractual or legal obligations (e.g. tax obligations) (Art. 6 (1) lit. c DSGVO). In this case, we block your data so that it is only processed for the necessary purposes.

This may be because you have repeatedly violated our terms and conditions or there was a problem with the payment processing. Please contact our telephone support on 06151/709-4000 or send us an email at heinerliner@heagmobilo.de.

You can refer up to five friends and get great discounts. However, the referred account must not be older than four weeks. Simply give your friends your individual referral code, which you can find in the app menu under "Invite a friend". The invitees confirm your recommendation by entering your code after registering. And the gifts start raining down:

• 2x 50% discount for you
• 2x 50% discount for your friend

The discounts are activated automatically, are non-transferable and valid for four weeks. And the best thing is: they are always credited to your entire journey. So your fellow passengers benefit too! A classic win-win situation...

You can easily call the HeinerLiner via smartphone - with the HeinerLiner app. You can find it in the Apple App Store, Google Play Store or as a download link at heinerliner.de.

You can cancel a booked journey by clicking on "Details" in the journey view and then on "Cancel journey" at the bottom.

You will find the options in the booking overview under "Passengers". After changing the options, simply tap on "Confirm" and the changes will be applied. Please remember that you will have to change them on your next journey if something has changed in the meantime.

You can also book the HeinerLiner by phone during our opening hours. The prerequisite for this is that you have visited us in person at the customer centre to create an account and purchase credit.

Our telephone support: 06151/709-4000 (Mon - Fri 6:30 - 19:30)

Our customer centre at Luisenplatz is there for you:
Mon - Fri 8:00 - 18:00
Sat 9:00 - 13:00

Of course. Simply enter the number of Heiners who want to travel with you under "Passengers". The journey will be even cheaper for them, because they get the discount for passengers. Of course, you can also take non-Heiners on the HeinerLiner!

Of course you can! Simply select the "Later" option when booking your journey and choose your desired journey date.

This is only possible if you book well in advance. When booking, select the option "Later" and enter under "Arrival"to indicate the desired time. This way, our algorithm ensures that additional passengers are only picked up if your arrival time remains guaranteed. You should still allow us a few minutes buffer, as there can always be traffic obstacles.

You can store the following payment methods in the app:
- Credit card (Visa or Mastercard)
- SEPA direct debit
- PayPal

You can also top up your credit at our customer centre and buy credit cards of 10, 20 or 50 euros, which can be redeemed by means of a printed code. This way you can give credit to others or bring it with you. Great, isn't it?

In some cases, the credit card verification may fail because the two-factor authentication does not work. You can enter the credit card data in the app and are forwarded to your bank for authentication as intended, but you cannot complete it.

The problem is that according to the new security guidelines (PSD2), two-factor authentication is required for online purchases using the so-called 3D Secure procedure. Most banks have also redesigned their technical interfaces accordingly so that everything works without problems. Unfortunately, this is not the case with all banks and we have no influence on this. We can only point out the existing problems to the banks.

If you are affected, please first check whether you have activated your credit card for online purchases at your bank. If the problem persists, you have the following options:

1. 1. Try another credit card
   2. Switch to another payment method. We offer SEPA direct debit and Paypal. You can also buy credit at our customer centre at Luisenplatz.
   3. Contact your credit institution and point out the problem.

You can find more information about the 3D-Secure procedure and two-factor authentication on the pages of our payment service provider Logpay Mobility Services GmbH: LogPay Mobility Services - FAQ.

Of course you can! In the app, you can (de)activate the sending of receipts at any time in the menu under "Account -> Authorisations". In order to conserve resources and not burden the environment unnecessarily, you will not receive a paper invoice. However, we will send you a receipt in PDF format after each journey to the e-mail address you have entered and you can print it out if necessary.

You're welcome! We are happy if you want to show your generosity. After the journey, you can send your drivers an amount of your choice via the app. They will then receive the tip with their next pay slip.

The offer is exclusively directed at holders of a Severely disabled person's card with supplementary sheetwhich allows free use of public transport.

Provided you have the appropriate proof and a HeinerLiner account, you can be exempted from the 1 October until 31 December 2022 purchase up to three 10-tickets at a price of 10€ each, which are valid up to and including January 2023. This means: Pay 10€, ride 10x for freewhich is the equivalent of 1€ fixed price per ride. You can buy up to three of these 10-trip tickets, i.e. maximum of 30 journeys per person.

The tickets are available in our Customer centre at Luisenplatz and at the mobility centre at the main station available upon proof of eligibility and are non-transferable. They are loaded directly onto your account on site. You then have until 31 January 2023 to use the journeys. After that, unused journeys expire, a refund is excluded..

You can't come yourself? Then someone else can do it for you. The only important thing is that you have the necessary authorisation and a corresponding account in the same name.

* All prices include VAT at the statutory rate. The promotion cannot be combined with other promotions / vouchers / discounts.