FAQ - Spark
SPARK application on Google Play

FAQ

General Terms and Conditions Rules for the use of vehicles Vehicle use agreement

Uploaded and valid for existing users from 01.08.2022

Any questions? Please contact us.

+359 2 419 3476 [email protected]

General information and registration

SPARK is a shared mobility service that allows you to easily find and use a car with your mobile phone without visiting an office or a specific location to pick it up. The localization and unlocking of cars is done entirely through a mobile application. Our service enables our users to have a car available always and wherever they need it, without a commitment to own and maintain one, whether they need it for a few minutes, for a day or for a longer period of time.

The SPARK service uses only all-electric cars, which sets us apart from many of our competitors around the world. In Bulgaria, SPARK operates in Sofia and Plovdiv.
SPARK's fleet consists of 100% electric cars. Before using a specific car, you can see the battery charge level and its possible range in the mobile application, and on the dashboard of the car, after unlocking them. The range of the car depends not only on the battery level, but also on the weather conditions and the driving style of both the previous user and yours. If necessary, electric cars can be charged at any of the stations in the network of our partner Eldrive (visible in the application) completely free of charge. Electric vehicles can be charged at any other station, according to the conditions of its use, as well as in ordinary contact with a suitable cable. Charging on stations from the Eldrive network starts and ends with the Eldrive card, which you will find in the car documents in the glovebox. All electric cars in SPARK have an automatic transmission. In the glovebox of each car you will find the documents of the car, insurance policy, two-sided accident report, ignition key and User Manual. Keep in mind that electric cars have two features - they are almost completely silent and are much more dynamic than conventional cars. Please consider it while driving.
Electric vehicles have different ranges, depending on the model and the personal driving style. With a fully charged battery and in ideal conditions, Spark vehicles could have the following range:

VW eUP: up to 100 km;

VW eUP! 36: up to 220 km;

Skoda CITIGO e iV: up to 220 km;

Nissan Leaf AC Only: up to 100 km;

Nissan Leaf 24: up to 100 km;

Nissan Leaf 40: up to 200 km;

Hyundai Kona 40: up to 260 km;

Hyundai IONIQ 30: up to 200 km;

BMW i3: up to 260 km;

Renault Zoe 40: up to 300 km;

Nissan ENV200 Cargo: up to 100 km;

Nissan ENV200 Passenger: up to 100 km;

Please note that if the remanent range is less than 10 km by the time you release the vehicle, you must connect it to an Eldrive charging station before ending your session or release it right next to one.
To register an account in the SPARK platform you need to download the mobile application SPARK - your electric drive and install it on your phone. You can download it from the Google Play Store for Android or the App Store for iOS.

You must also have a valid category "B" driving license with at least one year of driving experience, issued by the competent authorities of one of the following countries: Republic of Austria, Kingdom of Belgium, Republic of Bulgaria, Federal Republic of Germany, Hellenic Republic, Kingdom of Denmark, Republic of Estonia, Republic of Ireland, Kingdom of Spain, Italian Republic, Republic of Cyprus, Republic of Latvia, Republic of Lithuania, Grand Duchy of Luxembourg, Republic of Malta, Kingdom of the Netherlands, Republic of Poland, Portugal Republic, the Slovak Republic, the Republic of Slovenia, the Republic of Hungary, the Republic of Finland, the French Republic, the Republic of Croatia, the Czech Republic and the Swiss Confederation.

To complete the registration you must enter a valid credit or debit bank card.
At the final step of the registration at SPARK you will be charged 100 BGN from your bank card, after which you will receive a 100 BGN coupon for the service valid for 60 days.

Before travel

In case the charging session is over but you cannot take the cable out of the car, please, press the "Unlock" button on the remote control of the vehicle.
You don’t need to return the car to the same location from which you picked it up. After the session is over, park the electric car anywhere in the SPARK taking and releasing areas, which are visible on the map in the app in blue or purple color. Purple SPARK zones have an additional release fee - if you end your session in such zone you will pay an additional fee. It is forbidden to leave electric cars in private or commercial parking lots that are not explicitly listed as partners. You have no right to violate the Road Traffic Act and the municipal regulations governing parking.

Please note that the system will not allow you to end your session outside the SPARK zone.
You can find available SPARK electric car and Eldrive charging stations in the interactive map in the SPARK mobile app. Then you have the opportunity to choose and book a specific SPARK car.
No, it is forbidden to hand over the driving of the electric car to another person during the period of your session - you will be sanctioned for any violation.
If you notice mechanical damage of the electric vehicle or its devices, please call +359 2 419 3476 or report it via the SPARK mobile app..
In the glovebox of each SPARK car you will find an ignition key, User Manual, registration documents, security policy, Eldrive charging card and access cards to some of our partner locations (where an access card is required). In accordance with the User's Guide, please check that the above documents are available. In case anything is missing, please contact +359 2 419 3476 or report it via the SPARK mobile application before using the electric car.
You can unlock your reserved SPARK electric car by pressing the ‘Unlock’ button in the SPARK mobile application – having been temporarily stopped, the vehicle is locked with its ignition key inside. In order to finish your session, please leave the ignition key inside the vehicle, step out of the car and press the ‘Finish trip’ button in the SPARK mobile application to lock the car.

Travel

You can unlock your reserved SPARK electric car by pressing the ‘Unlock’ button in the SPARK mobile application. In case of a temporary stop, please lock the car with the key you will find inside. In order to finish your session, please leave the ignition key and all the documents inside of the glovebox, take your personal belongings, step out of the car and press the ‘Lock’ button in the SPARK mobile application to lock the car.
Yes - electric cars are not exempt from paying the vignette fee. All SPARK cars from the models Kona, Ioniq, e-Up! 36, CITIGO e iV, Leaf 40, Zoe and i3 have paid vignettes so you can travel without any problems.
In the car documents, you will find cards for entering or exiting from the parking lots of our partner locations. For some partner locations, there are no cards needed and the security representative will lift the barrier or you need a ticket. If necessary, please contact our support center or security at the specific location.

Please keep in mind that you cannot end your session on any private parking which is in the SPARK zone. This can only happen at locations explicitly declared affiliated. These locations are:

The Mall;
-Paradise Center;
-Metro 1;
-Bulgaria Mall;
-Fantastiko Ovcha Kupel;
-Fantastiko Siomeonvsko shose;
-Fantastiko SkyCity Mall;
-National Historical Museum;
-Kiler.bg (warehouses);
-”Siven" Business Center ;
-Sofia Airport Terminal 2 (outside parking );
-Porsche South Sofia;
-"Europe" Trade Center;
-Sofia Tech Park (access card in documents);
-Business Park Sofia;
-IKEA;
-Hewlett Packard Enterprise, Ring Road;
-Mr. Bricolage, Tsarigradsko Shose;
-Carwash Residential Park;
-Goldline Building, Mladost;
-Expo 2000 Business Center, Vaptsarov bul.;
-Porsche Center Sofia;
-Sofia Airport Center;
-Lufthansa Technik;
-Kambanite Green offices;
-Boyana Sport Center;
-Serdika Center;
-Fantastiko Bankya;
-Vassilev Business City;
-Hotel Novotel Sofia;
-Hyatt Regency Sofia;
-IBIS Sofia Airport Hotel;
-north parking of М8 business building - M2M Services;
-SiteGround;
-business center Hill Tower.
- Park Lane Office Center
- Kitchen59
- Medical Complex "D-r Shterev";
- Fair Play International headquarters ;
- Plovdiv Plaza Mall;
- VIA Park Plovdiv;
- Poligrafia Office Center Sofia;
- Mall Plovdiv;
- HAAS - 60, Volkswagen dealership Plovdiv;
- Business park Megapark in Sofia;
- GORA (Green Office and Residential Area)
Please inform us by calling +359 2 419 3476 as soon as possible. Please note that SPARK is not responsible for forgotten or lost items in our cars.
Yes, you are allowed to as long as you use appropriate child car seats, as stated in the Road Traffic Act. All SPARK electric cars, except for the Nissan eNV-200 Cargo models, are equipped with a booster seat for children between 15 and 35 kg, which you will find in the trunk of the car.
You are allowed to take pets only if you guarantee that they are kept in appropriate containers that prevent the electric vehicle from getting dirty. Otherwise you will be sanctioned.
It is strictly forbidden to smoke in any SPARK electric car, including a tobacco heating devices – any violation will result in a fine and your account will be deactivated.
No. The SPARK team takes care of washing the SPARK electric cars. If you find a car that needs cleaning - please report it to us via the mobile app.
This may happen if:
1) you have not parked the SPARK electric car in a valid SPARK zone as marked on the map in the SPARK mobile application;
2) you are trying to end your session with a remaining range of less than 10 km. without the electric car being connected to a charging station.
You will be allowed to end your session after resolving these issues.
If the remaining range of the car is more than 10 km and you do not need to use the car anymore, you can release it anywhere in the SPARK zones. If you still need the car, find the nearest charging station in the SPARK mobile app by pressing the "Charge" button on the app's home screen. Depending on the type of charging station, the charging time can vary from 20 minutes to several hours. Please plan your trip accordingly. In the glovebox of the car you will find detailed instructions on how to charge the car at different types of stations, as well as a card for free charging in the Eldrive network.

Payment

The price for using an electric car from SPARK is calculated by two components - the time during which you used the car and the kilometers traveled. The price per minute and kilometer is different for every specific model of electric car you have chosen to drive. The usage price includes insurance and charging of the electric car, if you need one.
The daily session is activated automatically when the amount for the specific model of electric car is reached. When the daily session is activated, the car is available to the user for 24 hours from the beginning of the session, and the price includes mileage of up to 200 km within one session and unlimited charging in the Eldrive network throughout the country. After 200 km, but within the 24-hour session, you will be charged for each kilometer of extra mileage according to the tariffs for the model, which you can check in our mobile applications and on our website.
All standard charges and taxes are included in the pricing, but to avoid any unexpected costs, please review the List of Possible Penalties.
The fare is taken from your payment card and processed after you have finished each session, or after one full daily use has been reached. In case you have more than one registered payment card, the fare is taken from the card indicated as your primary one in the settings of the SPARK mobile application. In case of insufficient availability on the card, you will not be able to start a next session until you cover your unpaid debt.
You can find your journey log and payment history on the SPARK mobile application, My Account submenu, or on the SPARK website.
You are allowed to park SPARK electric cars free of charge anywhere in the "blue" and "green" zones (except private parking lots) in Sofia and Plovdiv, in the parking lots of the specified partner locations, as well as in the marked areas in the mobile application. Any other parking fees are your responsibility.

eGO points

eGO points are part of SPARK's program to stimulate and reward loyal users. Each user receives 3 eGO points for every BGN paid for the service. If the payment is made with a VISA card, additional eGO points are received for every BGN paid for the service. If you use a car with a low charge level, specially marked with a yellow icon in the application, plug it to an Eldrive charging station before ending your session to receive an additional bonus of 150 eGo points.
By accumulating a certain number of eGO points, you can receive a voucher equal to the value of a full-time daily session for using the SPARK service. The value of the accumulated eGO points required to receive a voucher varies according to the model of electric car, as properly stated in the mobile application. The value of each voucher issued equals the daily price for the respective electric car model (during the working week), specified in the price list at the time of issuing the voucher.
The eGO points accumulated by each user cannot be exchanged for their monetary equivalent or transferred to another SPARK account. eGO points can only be converted in the form of a voucher for future use of the service for the specific user.
There is an "eGO points" section in our mobile application menu. You can see the number of points accumulated so far, as well as the number of points you need to receive a voucher for the value of daily session with different models of electric cars. The same information you will find on our website as well.
eGO points have a validity period of 24 months. Please note that eGO points are not awarded if the trip is paid in full or in part with a voucher for the service.
No - when you reach the required number of eGO points, you can exchange them for a voucher for the value of a daily session for the specified model of electric car. This voucher can be used according to the wishes and discretion of the user - to pay for individual short trips or for a daily session. As long as there is a loaded and valid voucher in the account, all trips will be paid with priority from it until the voucher is fully used.
When temporarily deactivating the account in the mobile application of a user of the service, the accumulated number of eGO points are saved and they can be used after the activation of the account. In this case, their validity is extended by the period for which the account has been deactivated.

Supercharged Membership

Supercharged is a special membership plan, which is available for a limited number of loyal and responsible users, based on a complex algorithm of criteria. Your Supercharged membership provides you with exclusive benefits for your SPARK rides.
With Supercharged membership you receive special benefits for your trips:

• Full insurance included - 0 BGN franchise fee in case of a traffic accident.
• Exclusive electric cars for members only
• Double eGO points for every BGN spent on trips.
• Lower minute and kilometer rates for higher category cars - pay less while driving higher category cars. (not valid for exclusive electric cars)
• Lower daily use rates on weekends

The differences in prices between the Standard plan and the Supercharged plan are as follows:

• there is no change in the prices of VW e-UP !, VW e-UP! 36, SKODA CITIGOe iV, Nissan Leaf AC
• Nissan Leaf 24: 0.29 BGN / min and 0.50 BGN / km (0.35 BGN / min and0.50 BGN / km under standard conditions)
• Hyundai Kona, Nissan Leaf 40, Renault Zoe 40: 0.35 BGN / min and 0.50 BGN / km (0.39 BGN / min and 0.55 / km under standard conditions)
•Nissan Cargo, Nissan Passenger: 0,39 BGN / min and 0.55 BGN / km (0,45 BGN / min and 0,65 BGN / km under standard conditions)
• Exclusive electric cars for members only: BMW i3, Hyundai IONIQ for 0.45 BGN / min and 0.55 / km BGN
If you meet the criteria for membership in the Supercharged Club, you will see the "My Plan" section in our mobile application, where the option to switch to the Supercharged Plan will also be available. We recommend you to update our mobile app to the latest version if updates are available.By choosing the Supercharged plan, you agree to make periodic payments from your payment card. You can choose a monthly or annual payment, as the prepayment for the whole year brings you a discount.You can end your Supercharged Club membership at any time and switch to the Standard plan. The preferential terms for the SPARK service will be valid until the expiration of the paid membership period.
Supercharged membership is available only for a limited number of loyal and responsible users who meet strict and complex criteria. Upon reaching the set criteria, you will receive a notification and an invitation to join the Supercharged plan. For this purpose, you only need to use the service more often and responsibly.
Your employees can upgrade their Standard plan to Supercharged plan and receive special benefits for their SPARK drives:

• Full insurance included - 0 BGN franchise fee in case of a traffic accident.
• Exclusive electric cars for members only
• Double eGO points for every BGN spent on trips.
• Lower minute and kilometer rates for higher category cars - pay less while driving higher category cars. (not valid for exclusive electric cars)
• Lower daily use rates on weekends

The differences in prices between the Standard plan and the Supercharged plan are as follows:

• there is no change in the prices of VW e-UP !, VW e-UP! 36, SKODA CITIGOe iV, Nissan Leaf AC
• Nissan Leaf 24: 0.29 BGN / min and 0.50 BGN / km (0.35 BGN / min and0.50 BGN / km under standard conditions)
• Hyundai Kona, Nissan Leaf 40, Renault Zoe 40: 0.35 BGN / min and 0.50 BGN / km (0.39 BGN / min and 0.55 / km under standard conditions)
•Nissan Cargo, Nissan Passenger: 0,39 BGN / min and 0.55 BGN / km (0,45 BGN / min and 0,65 BGN / km under standard conditions)
• Exclusive electric cars for members only: BMW i3, Hyundai IONIQ for 0.45 BGN / min and 0.55 / km BGN

When your employee selects a Supercharged plan on the company's account, the payment will be added to the next invoice. In case you purchase an annual subscription, it will be posted in the invoice from the month of its activation.
SPARK users can cancel the Supercharged membership and switch to the Standard plan at any time. Supercharged plan benefits will be active until the paid plan is valid.

Recharged Membership

Recharged is a special membership plan, which is available for all SPARK users. Your Recharged membership provides you with exclusive benefits for your SPARK rides.
With Recharged membership you receive special benefits for your trips:

• Exclusive electric cars for members only
• Double eGO points – 6 eGO points for every BGN spent on trips.
• Lower minute and kilometer rates for higher category cars - pay less while driving higher category cars.(not valid for exclusive models)
• Lower daily use rates on weekends

The differences in prices between the Standard plan and the Recharged plan are as follows:

• there is no change in the prices of VW e-UP!, VW e-UP! 36, SKODA CITIGOe iV, Nissan Leaf AC
• Nissan Leaf 24: 0.29 BGN / min и 0.50 BGN / km (0.35 BGN / min and 0.50 BGN / km under standard conditions) under standard conditions)
• Hyundai Kona, Nissan Leaf 40, Renault Zoe 40: 0,35 BGN / min and и 0.50 BGN / km (0.39 BGN / min и 0.55 BGN / km under standard conditions)
•Nissan Cargo, Nissan Passenger: 0,39 BGN / min and 0,55 BGN / km (0.45 BGN / min и 0.65 BGN / km under standard conditions)
• Exclusive electric cars for members only: BMW i3, Hyundai IONIQ for 0.45 BGN / min и 0.55 BGN / km
The option to switch to the Recharged plan is available in the "My plan" section of our mobile application. We recommend you to update our mobile app to the latest version if updates are available.By choosing the Recharged plan, you agree to make periodic payments from your payment card. You can choose a monthly or annual payment, and the prepayment for the whole year brings you a discount.You can end your Recharged Club membership at any time and switch to the Standard plan. The preferential terms for the SPARK service will be valid until the expiration of the already paid membership period.
Your employees can upgrade their Standard plan to Recharged plan and receive special benefits for their SPARK drives:

• Exclusive electric cars for members only
• Double eGO points – 6 eGO points for every BGN spent on trips.
• Lower minute and kilometer rates for higher category cars - pay less while driving higher category cars.(not valid for exclusive models)
• Lower daily use rates on weekends

The differences in prices between the Standard plan and the Recharged plan are as follows:

• there is no change in the prices of VW e-UP!, VW e-UP! 36, SKODA CITIGOe iV, Nissan Leaf AC
• Nissan Leaf 24: 0.29 BGN / min и 0.50 BGN / km (0.35 BGN / min and 0.50 BGN / km under standard conditions) under standard conditions)
• Hyundai Kona, Nissan Leaf 40, Renault Zoe 40: 0,35 BGN / min and и 0.50 BGN / km (0.39 BGN / min и 0.55 BGN / km under standard conditions)
•Nissan Cargo, Nissan Passenger: 0,39 BGN / min and 0,55 BGN / km (0.45 BGN / min и 0.65 BGN / km under standard conditions)
• Exclusive electric cars for members only: BMW i3, Hyundai IONIQ for 0.45 BGN / min и 0.55 BGN / km

When your employee selects Recharged plan on the company`s account, the payment will be added to the next invoice. Recurring payments will be added to the company`s invoices monthly or annual basis.

SPARK users can cancel the Recharged membership and switch to the Standard plan at any time. Recharged plan benefits will be active until paid plan is valid.

Charging

In case the charging session is over but you cannot take the cable out of the car, please, press the "Unlock" button on the remote control of the vehicle.
We recommend you charge the SPARK electric car at one of the charging stations marked on the map in the SPARK mobile application.
For free charging use the Eldrive card which can be found in the documents of the car.
Our partner charging network Eldrive has high class Type 2 charging cables of all AC charging stations from their network in Sofia and Plovdiv. If necessary, you can take a “Schuko” charging cable for normal socket after calling our support center. The battery can also be charged at private charging stations outside our partner network, but you should check if they are compatible with the car you use and pay for the service.
Most cars also have the ability to be charged by CCS / CHAdeMO fast charging stations (except for Nissan Leaf AC Only). To charge at a fastcharging station use the cable of the station itself. In case you want to use a car for a longer period of time, you can order a "Schuko'' cable and pick it up in person from “Kiler” at 22 Abagar Street in Sofia City Logistic Park, behind Tsarigradsko Shosse Blvd. for Sofia and after a preliminary appointment by phone for Plovdiv. The cables will be provided to SPARK users during Killer's business hours - Monday to Friday from 09.00. to 20.00 and on Saturday from 10.00 to 14.00 When ordering a cable, you must show an active SPARK profile and fill in a handover protocol, which you must keep until the cable is returned.
Yes, you are but you need to take a “Shuko” cable. The rules for charging are attached to the back of the cable and we recommend you to follow them strictly. Recharging at home may take up to a few hours, so please plan your trip accordingly.

Insurance and help

All electric vehicles in SPARK are insured against theft and traffic accidents. Please note that in case of an insurance event due to the fault of the user, insurance franchise deductible fee and/or penalty fee is due in accordance with the Vehicle lease and service agreement, which you can find on this page. In the event of an insurance event for which the consumer is not at fault, no deductible is due. There is no fee or penalty if the user has no fault for the insurance event. Users with activated Supercharged plan have full insurance coverage.
Please, act in accordance with the Rules of Road Traffic, other legal acts of the Republic of Bulgaria and the SPARK Terms of Service. In case of a traffic accident or under any circumstances after damaging the car, you must immediately inform emergency services by calling 112 and notify SPARK by calling +359 2 419 3476. Wait for the arrival of our representative and follow the instructions you will receive.
In case you are not able to use the SPARK electric car safely, please end the session as soon as possible and inform us by calling +359 2 419 3476.

SPARK for Business

The SPARK service is an ideal addition to your business fleet, with which you can rely on a car, but without owning it and having costs or commitments for its maintenance - you save on lease payments, insurance, fuel and parking fees.

SPARK electric cars are environmentally friendly, comfortable, new, completely silent and without harmful emissions. The SPARK service is the financially more advantageous choice compared to owning a personal or business car. Also, the service can be the perfect addition to the social benefits of your employees.
Please click on the SPARK for Business page where you enter your company’s code and email address. Your business account will be activated within 1 working day.
Creating a SPARK business account should take you no more than a few minutes. After receiving the account confirmation, your company shall be able to invite the company’s employees to use your SPARK business account. Authorized employees should download the SPARK mobile application (for iOs and Android smartphones) and then complete a short personal registration.
The nearest SPARK electric car can be located and unlocked by using the SPARK mobile application. SPARK vehicles are normally parked in one of our charging stations, located at numerous office buildings in Sofia and Plovdiv as well as in any convenient place in central city areas. The cars can be released only in the areas marked in blue or purple in the mobile application, and when released in the "purple" area an additional fee is charged. In the car documents, you will find cards for entering or exiting the Spark parking zones. Some of them do not need an access card, as the barrier is lifted by security or entered with a ticket, in which case please follow the location rules.
After each calendar month corporate customers will be emailed monthly invoices, which should be settled by a bank transfer.
Price discounts are applied to your business account after reaching certain monthly consumption levels, with discounts of up to 10%.

Partners