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Personal Data Inspector

Łukasz Onysyk

Answers for most frequent questions


    How are the fees calculated?

    Car rental fees are calculated according to the mileage rate available in the price list - the first 100km are calculated at the higher rate, and each additional kilometer over 100 - at the lower rate.

    If you do not have a Smart Week subscription, a starting fee is added to each rental.

    Can I go from Warsaw to another city?

    You can travel anywhere you want within Poland and to the Czech Republic and Slovakia. Rental termination is only possible within the PANEK Zone and in special parking lots. You can freely rent a car in Warsaw and return it in another zone for a fee according to the PRICE LIST.

    In the Czech Republic and Slovakia, termination of the rental can be done only in special parking lots.

    You can find all the zones HERE.

    Exceptions are cars from the Fun group - in their case the place of rental and return is the PANEK Zone in Warsaw.

    Can I drive vans all over Poland?

    You can drive vans all over Poland and end your rental in any PANEK zone.

    ATTENTION: due to their dimensions, cars of this group cannot be used to end rentals at airports.

    Can each User use all cars from the fleet?

    Cars in the PANEK application can be rented by any registered user.

    The car does not start

    If the car has a problem with starting, check that there is a well-filled questionnaire with damage report and cleanliness status in the app. The car may fail to start if you change the position of the transmission before the READY light is displayed or follow the instructions taped above the glove box in the car. If you have problems, get help from Customer Service.

    Where can't you end a car rental?

    You cannot terminate your rental in such places as:

    - underground parking,

    - private,

    - multi-level,

    - places with limited access for other users (barriers, closed parking lots, etc.).

    Remember that vans cannot terminate rental in parking lots at airports.

    How to properly end a car rental?

    To end the car rental, put the gearbox in the "P" position, press the POWER button without pressing the brake pedal and get out of the car. Check that the lights are off and the windows are closed. On the screen you will see the "I'm ending the rental" button. Click it while outside the car and wait for the car to close. Check its status by pulling the handle.

    Note: If the application displays an error and you can't finish the rental, contact Customer Service.

    What to do before you start driving?

    For safe travel, adjust the driver's seat, mirrors, steering wheel height, fasten your seat belt and turn on the weather-appropriate lights.

    Before starting the car, fill out a damage and cleanliness report on the interior and exterior of the car. Reliably filling out the report is important to maintain the actual condition of the vehicle.

    To start the car, turn the key in the ignition and turn on the engine. Some cars are started keyless - to do this, press the large button on the right side of the steering wheel with the word "START/STOP". Be sure that the automatic transmission is in the "P" position, which is parking.

    How do I open and close the car?

    You will open and close the car using the mobile application installed on your phone. Select the appropriate command "Rent" or "End rental" on your smartphone screen.

    If you will want to use the Stopover function, i.e. a break in the trip during the rental, then you also close and open the car using the mobile app.

    I see the car, but I can't rent it - what is the reason?

    The car is most likely reserved or used by another User or is disabled for technical reasons.


    I did not receive a registration confirmation e-mail

    Check that you have entered the correct e-mail address and that the message has not gone to the "SPAM" folder on your mailbox. If you still can't confirm your registration, contact Customer Service.

    Can I register stationary?

    Yes, there is such an opportunity at selected PANEK outlet.

    I can't log in on the mobile application

    Make sure you enter the correct email address and password. If you still can't log in use the "Forgot password" option.

    When will I be able to use the service?

    Immediately after activation of your account. Activation will be done within 60 minutes after you have correctly completed all the steps described in the registration process. You will be notified by email about the activation of your account.

    What is the difference between registration and activation?

    Registration is the creation of an account in the PANEK CarSharing service in the iOS or Android mobile application.

    Activation is the process of authenticating the customer by verifying the data provided in the registration process.

    What to do to use PANEK carsharing?

    You should:

    Install the mobile application on a smartphone available for download in the official App Store and Google Play stores

    Register an account using the mobile application

    Enter your data correctly and add photos: the first page of your driver's license and a photo of the person setting up the account, holding their license (selfie) in the app

    Select a form of payment and confirm it;

    In all these activities you will be assisted by the application, which will guide you step by step through each stage of registration. Once you have passed the registration process correctly, our Customer Service Department will verify the correctness of the data provided and activate the account for use of the service within 60 minutes.



    What is a Smart Week?

    The Smart Week subscription is:

    • extra protection against damage
    • waiver of the entry fee;

    It applies to all PANEK cars and is valid for 7 days.

    Does Smart Week work in every car damage situation?

    There are exceptions when Smart Week does not apply. This happens, among others, when the customer:

    • run away from the scene of the accident;
    • exceeded the speed limit (by at least 30 km/h);
    • drove the car under the influence of alcohol or intoxicating substances.

    Specific rules of Smart Protection are available in the Terms and Conditions.

    What do I need to do in case of damage to my car?

    First of all, you should take care of your safety - both your own and that of other road users. It is the customer's responsibility to immediately make a phone call to Customer Service (690 20 20 20) and report the situation.

    What groups of cars does Smart Week cover?

    Smart Week covers all cars.


    Can I get an invoice for a prepaid purchase?

    Of course! Make a Prepayment purchase by selecting your company profile.

    I can't buy a prepayment in the app.

    Make sure you have enough funds in your account, unblocked correspondence and Internet/MOTO transactions.

    What is a prepayment?

    A prepayment is a credit to your account in the service - something like a piggy bank. For the purchase of a prepayment you will receive one invoice and until the funds are exhausted you will not receive invoices for rides.

    You will get an extra bonus on top of the amount paid!


    Can I take a Panek trip abroad?

    You can. A list of countries and their designated areas available for the Panek Carsharing service is available HERE.

    Condition required to go abroad

    In order to travel abroad in a Panek Carsharing vehicle, it is necessary to have roaming enabled on your cell phone.

    Termination and starting of rental abroad

    Termination of rental outside Poland is possible only in places marked in the application, in special parking lots. The cost of ending such a rental is 380 PLN.

    Starting a Panek Carsharing rental abroad is not possible. Wanting to rent our car abroad, we invite you to PANEK Rent a Car

    How to refuel a car abroad?

    You have the option to refuel the car with a Routex (CircleK) fuel card located in the glove box. You can refuel your car at OMV and BP stations.


    Refueling cars abroad will not be rewarded with a refueling bonus as in the case of refueling in Poland.

    Is there an additional fee for a trip with a Panek Carsharing car?

    No, you only pay the rental costs. We do not charge an additional fee associated with crossing the border of selected countries.


    What is included in the car's equipment?

    PANEK cars come with extensive standard equipment. In addition to automatic transmission, the cars have, among other things, 2-zone automatic air conditioning, 7 airbags, a large color touchscreen display and a rearview camera. In addition, the car features a multifunction steering wheel, an audio media kit with 6 speakers, a Bluetooth system, electrically adjustable and heated mirrors, power windows and an ISOFIX system.

    The car is not equipped with a spare wheel. In case of a flat tire, please contact the Hotline.

    Where can I find the keys and documents?

    Most PANEK cars do not have a key - the car is started by pressing the POWER or Start Engine button. Select cars and RETRO cars have a key and it is either permanently inserted into the ignition or in the glove box. There is also a manual there, which describes the operation of each of the car models available in the PANEK service.

    Automatic transmission

    The car has only gas and brake, which you operate only with your right foot (the left foot is not used while driving). When you shift into D- forward gear, the car will start rolling. The same is true for the R-reverse gear. Remember that the process of stopping and ending the rental is possible only when leaving the transmission in the "P" position.

    What is a hybrid?

    A hybrid drive is a combination of a traditional internal combustion engine and an electric motor. The car can be silent when starting and driving at low speeds. It does not emit exhaust fumes then, because it runs on an electric motor. It selects the driving mode itself and switches the electric and combustion engine on and off as needed. It recharges during braking and commuting when you are not operating the gas.


    What are PANEK special parking lots and how to use them?

    These are parking lots marked on the app's map dedicated only for our vehicles, which you can use on special terms.

    We provide a number of additional special parking lots, the list and specifications of which can be found HERE

    When is the parking fee charged?

    The vehicle parking fee is charged when the engine is turned off.

    How do I lock the door without ending the rental?

    If the rented vehicle does not have a key in the rental window in the app, there is a slider to lock and unlock the door. If it has a key, use it.

    What is the difference between ending the rental and the Stopover function?

    A stopover is a break in your trip during the rental. Use this function if you want the car to wait for you.

    Performing a S topover is not allowed in parking lots with limited GSM and GPS network coverage (such as underground parking lots).

    An exception to this is S topover in underground garages and other places with limited GPS and GSM coverage, if the car is equipped with an ignition key.

    If you decide to end the rental during the Stopover function you can do so remotely without approaching the car.

    Where can you not end the rental?

    You can end your rental within the boundaries of the PANEK Zone and in special parking lots, excluding private parking lots and places with restricted access (barriers, underground parking lots, closed parking lots, etc.). Remember to park according to traffic regulations.

    It is important that the car after the end of your rental is available for other people who want to use it.

    Where can I end my rental?

    You can terminate your rental within the boundaries of the PANEK Zone, the city's paid parking zone and special parking lots, excluding private parking lots and places with restricted access (barriers, underground parking lots, closed parking lots, etc.). Remember to park in accordance with traffic regulations.

    It is important that the car, when your rental is over, is available to other people who want to use it.

    The cost of parking in the city's Paid Parking Zone (SPP)

    PANEK CarSharing cars automatically pay for their parking in the municipal Paid Parking Zone in (SPP) area of the PANEK zone.

    If you select the "Parking" function in a paid parking zone that is not in the PANEK zone area, it is your responsibility to pay for your parking.

    Where can I park my CarSharing car?

    Always park in a permitted place.

    If you want to end your rental, park your car in the PANEK zone or in a special parking lot. If you want to use the "Stopover" function, you can park your car in any permitted place that has GSM coverage (without it, you will not be able to use the app).

    *Delivery cars cannot be terminated in airport parking lots.

  • FUEL

    How do I open the fuel filler?

    TOYOTA YARIS, TOYOTA COROLLA, MAZDA 2: On the left side by the driver's seat, there is a lever, pull it, the filler flap will open automatically.

    SEAT ARONA: Press the flap covering the fuel filler, then it will spring back automatically.

    OPEL MOVANO L3H2: The fuel filler is located on the driver's side - you will open it without a key or additional security.

    TOYOTA C-HR: The button is located on the dashboard to the left of the steering wheel. The filler will open automatically.

    FIAT 500: you open the flap by pulling it towards you, then the cap should be unscrewed using the car key - it is the same key with which you start the engine or possibly close the car during a stop.

    POLONEZ: the key with the Fleet card is in the glove compartment, you need to open the fuel filler flap with it, the plug under it is not additionally interlocked.

    SCIROCCO: the filler is located on the passenger side. You will open it without a key or additional security.

    MERCEDES W124: press the right side of the flap on the right side of the car. The flap will lift up.

    What kind of fuel should I fill up?

    You will be reminded of the type of fuel by the sticker on the fuel filler and the information in the car manual available in the glove box.

    Pb95 we refuel for:

    - Fiat 500

    - Toyota Yaris and Toyota Yaris 2021

    - Mazda 2

    - Opel Corsa

    - Toyota C-HR

    - Toyota Corolla

    - Seat Arona

    - Polonez Caro

    - Volkswagen Scirocco

    - Mercedes W124

    Diesel Efecta (ON) we refuel for:

    - Opel Movano L3H2

    - Mercedes Sprinter

    - Opel Vivaro

    - Citroen Jumper

    - Peugeot Boxer

    Where can I refuel my car?

    You will refuel your car at stations:

    • ORLEN, BLISKA, where you will pay with the Orlen Fleet card

    You will refuel your car cashless with the card located in the glove compartment of your car. You will find the PIN for the fuel card on the back of the card.

    Refueling your car

    Refueling of carsharing cars is free - you pay for the transaction with the fleet card located in the glove compartment. You can refuel at an ORLEN, BLISKA (paying with your Orlen Fleet card).

    You are not obligated to refuel your car, but if you do, we will reward you with a bonus of PLN 15 to use for subsequent trips (see the PROMOTIONS tab for details). By selecting a car in the app, you will find information about the current fuel level.

    You can view all cars to be refueled on the map - to do so, go to the map settings by clicking on the icon in the upper right corner of the screen in the mobile app - low fuel level is marked in yellow.

    *If the fuel level is too low (5% or lower), the car will be invisible until it is refueled by our maintenance staff.

    Visit the promotions section

    You can find all current promotions in our tab on our website.



    Can I receive a summary invoice?

    Instead of a summary invoice, you can receive one invoice by choosing prepayment.

    You receive an invoice for the amount of the prepayment, and until the funds are used up, you will not receive invoices for the trips.

    Why is my account blocked?

    Your account has been blocked because you have insufficient funds to use the PANEK Carsharing service.

    Check in the Application if the amount of funds in your Account from prepaid or bonuses is above PLN 50. If the amount is lower - buy a Prepaid in the Application to use the service.

    If you have chosen to pay by Card - before the start of the rental or reservation and during the rental, we make a cyclic pre-authorization of PLN 20 on your Card. To use PANEK cars, credit your bank account with funds to use the service.

    If you have funds in your Account and attach the Card at the same time - payments are taken from the funds in your Account first.

    Why is the card not redirected to the bank when it is connected?

    After entering the payment card data, you will be redirected to the banking system in our mobile application or by opening a new browser window, if you use our website.

    If the redirection has not occurred, check whether your browser has blocked the pop-up window.

    Information about this will show in the upper right corner of your browser.

    Why does my payment card have a "declined" status?

    Adding a payment card in the service involves entering its data using the application or the website after logging in. After the application is redirected to the bank's website, you must confirm the activation fee by entering the 3DSecure code, which you receive by SMS or in the browser window. If you use payment authorization through the bank's mobile app or other forms of authorization, follow your bank's instructions.

    To try to authorize the card again, enter the card's data into the mobile app once more.

    If the system did not accept the card, please contact your bank to verify the limits for MOTO payments.

    The card may be rejected for the following reasons:

    -MOTO/eCommerce/subscription payments are inactive

    -the bank rejected the transaction due to security settings (e.g., the card does not support recurring payments or does not have a CVV code),

    -locked funds or exceeded the limit on the number or amount of transactions

    -the card does not support Internet/MOTO payments

    - the transaction was not confirmed by entering the 3DSecure code (in the browser, the field for entering the code is displayed in a "pop-up window", if the pop-up window does not appear, you need to unlock this option in the browser or add the card using the mobile application).

    What are correspondent payments on a payment card?

    This is an option that allows you to collect payment from your payment card remotely without using a payment terminal.

    Can I receive an invoice for my rental?

    A rental invoice is automatically generated after the completion of each rental.

    What means of payment are accepted?

    All payment, debit or credit cards and forms of payment provided by Tpay.

    Can I pay for my rental later?

    You can take advantage of deferred payments (up to 30 days).


    Police inspection

    In the event of a police control, according to a change in the law, you are no longer required to have a registration certificate or insurance policy. However, do not forget to take your driver's license with you. In case of a collision, contact the Hotline.

    Changing the driver during the rental?

    This is prohibited. Only a person who is a Customer as defined in the Regulations is authorized to drive the car during rental.

    Insurance and liability

    By choosing Smart Week, you reduce your liability for damages incurred during your rental.

    Information about your liability for damage can be found in the Terms and Conditions

    What to do in case of an accident?

    In the event of any traffic incident, first make sure that no one has been injured and notify the relevant services if necessary. Then secure the scene and immediately contact our 24-hour hotline at (+48) 690 20 20 20 and follow the instructions given.


    I left my personal belongings

    Try to get back to the car you were traveling in as soon as possible. If it is available - book it and get your belongings.

    If the car is no longer available, contact our hotline.

    Is it possible to transport pets?

    Yes, only in an adapted carrier. Any damage or dirt caused by the pet is the responsibility of the customer.

    Your client has parked the car incorrectly!

    In order to allow us to intervene, take a photo documenting the incorrect parking of the car and send it to the Customer Service address The driver will be asked to take the car. If this is impossible, our employees will do it.

    I represent a company and we are interested in working with you.

    Please contact us at:

    Is it possible to transport children?

    Yes - it is possible! You have 2 options to choose from:

    • a rental car seat, which you can rent from us at selected points in Poland, MORE INFO;
    • a private seat, which you can easily install in your car (ISOFIX system is available on the rear outermost seats).

    All Fiat 500s are equipped with Caretero Puma Isofix pads, which have all the necessary certificates, comply with the technical requirements applicable in Europe and can be used by children weighing 15-36 kg.


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