Frequently asked questions
Learn more!
Appointment booking process at our own service points
Do I need to bring the car washed for the tire change?
It is not necessary, but if possible, please pay special attention to the cleanliness of the tires. If the tires are heavily soiled, we cannot guarantee that the tire changeover can be performed.
What happens if I am late for my appointment, and what should I do?
If you see that you will arrive late, please be sure to notify us by phone. In case of lateness, we cannot guarantee the tire changeover.
How can I modify or cancel my online booking?
You can do so via the unique link provided in the confirmation email you received after making the booking. Through this link, you can choose whether you want to modify or cancel your appointment.
We kindly ask that you notify us as soon as possible if you wish to change your appointment, so that we can efficiently make use of the freed-up time slots in our service centers.
How far in advance can I modify or cancel my booking?
At our own service points, for online bookings, you can modify or cancel your appointment at least 1 business day before the scheduled time.
If you need to cancel within 1 business day, we kindly ask you to inform the respective service center by phone. Thank you for your cooperation!
Can I have two appointments with the same license plate?
It is not possible to make two new bookings with the same license plate. Therefore, if you wish to make changes to your booking, please select the “Modify Appointment” option.
When can I make a new booking after canceling an appointment?
After canceling an appointment, you can make a new booking immediately through the link provided in the confirmation email that indicates the successful cancellation.
Appointment booking through our partner network
How many days in advance can I book an appointment?
At our partner locations, appointments can be booked at least 2 business days in advance, provided that a slot is available and the required tires for your vehicle are in stock at the service location.
What happens if I miss my appointment, and what should I do?
If you see that you will arrive late to the partner service point, please notify them by phone! The contact details of the selected tire service will be included in your confirmation email, but you can also find them in the relevant menu section.
Please note that in case of a delay of more than 5 minutes, or if the tires are extremely dirty, our partners cannot guarantee the tire changeover.
How can I modify or cancel my appointment?
How far in advance can I modify or cancel my appointment?
How long does a tire changeover take?
At our partner service centers, the average duration of a tire changeover is approximately 30 minutes. Therefore, please allow for around half an hour of waiting time.
Does my car need to be washed before the tire changeover?
It is not mandatory. However, for a smoother tire changeover process, we kindly ask that you bring your vehicle with wheels that are as clean and service-ready as possible.
Can I use the Driver service at the nationwide partner network?
This option is not available at our nationwide partner network. The service can only be used when booking an appointment at our own service centers.
Booking an appointment with Driver service
How many days in advance can I book an appointment?
You can book an appointment online 5 business day in advance. For example, if you want to book an appointment for Friday, Octber 17, you must do so by Friday, October 10 at the latest.
Can I use the service at your nationwide partners?
Service centers within our nationwide partner network do not provide this service. Therefore, you can only use it at our own service centers.
Can I modify my online appointment if I use the Driver service?
Can I cancel my online appointment if I use the Driver service?
Yes, you can also cancel your appointment while using the service via the unique link in the confirmation email.
If you cancel an appointment booked with the Driver service, you can immediately make a new booking via the link provided in the confirmation email indicating the successful cancellation.
How far in advance can I modify or cancel my booking when using the Driver service?
When using the Driver service, you can modify or cancel your booking no later than 2 business days before your scheduled appointment through our online platform.
If you wish to modify or cancel within 2 business days of your appointment, please notify the appropriate service center by calling our phone number. Thank you in advance for your cooperation!
Contact during tire changeover (our own service points)
What automatic emails can I expect after booking my appointment?
Within 10 minutes of submitting your booking, you will receive a confirmation email at the email address you provided. This email will contain the main details of your booking and a link to modify or cancel your appointment if needed.
a.) If you booked without the Driver service, we will send you a reminder email 24 hours before your scheduled tire change.
b.) If you booked with the Driver service, we will send you an email early on the day of your appointment outlining the expected schedule.
Will I receive emails for modifications and cancellations as well?
Yes, every change is confirmed via email.
The modification or cancellation process is only considered successful when the confirmation email arrives in your inbox.
Please note that it may take a few minutes between completing the process and receiving the confirmation email.
I haven’t received a confirmation email, what should I do?
If you cannot find the confirmation email in your inbox, please check your spam or junk folder. Some email systems handle automated messages differently due to custom filter settings, so we cannot guarantee delivery to your primary inbox in every case.
It is important to note that your booking, modification, or cancellation is only valid if you receive the confirmation email. If the email does not arrive and you cannot find it in your spam folder, please contact us via one of our contact options so we can verify your booking or process status.
Can I receive a calendar notification for my booked appointment?
Yes, you can. Before finalizing your appointment, a toggle button is visible alongside the GDPR consent notice. By default, calendar notifications are turned off. If you wish to receive a notification, you can enable it manually using the toggle.
Please note that it may take a few minutes between submitting your booking and receiving the calendar invite.
The calendar notification will include the booked time, which can be 30, 45, or 60 minutes. For safety and quality, MOL Mercarius’ 60-minute tire changeovers also include a vehicle inspection. This extended check significantly contributes to the average duration of a tire changeover.
If you request a calendar invite along with the Driver service, it will cover the entire day.
If I decline the calendar invite, does that cancel my appointment?
No. Declining the calendar invite does NOT cancel your appointment.
To cancel your appointment, please use the unique link in the confirmation email.
Contact during tire changeover (our partners)
What automatic emails can I expect after booking my appointment?
Within 10 minutes after submitting your booking, you will receive a confirmation email at the email address you provided. This message will include the key details of your booking, as well as an editing link that allows you to modify or cancel the appointment if needed.
Will I also receive messages in case of modification or cancellation?
Yes, every change will also be confirmed with a confirmation email.
Please note: the modification or cancellation can only be considered successful once the confirmation email has arrived in your inbox.
Also, keep in mind that a few minutes may pass between completing the process and receiving the confirmation email.
I haven’t received a confirmation email. What should I do?
If you cannot find the confirmation email in your inbox, please also check your spam or junk mail folder. Some email systems may handle automated messages differently due to custom filter settings, so we cannot guarantee that the email will always arrive in your primary inbox.
It is important to note that your booking, or any modification or cancellation, is only considered valid once you have received the confirmation email. If the email does not arrive and you cannot find it in your spam folder, please contact us using one of our provided contact options so that we can verify the status of your booking or the requested process.
Can I receive a calendar notification for my booked appointment?
Yes, you can. Before finalizing your booking, a toggle switch is visible alongside the GDPR consent. By default, the calendar notification is turned off. If you would like to receive a notification for your booking, you can enable it manually using the toggle.
Please note that a few minutes may pass between submitting your booking and receiving the calendar invitation!
The calendar notification will include your booked appointment, which is scheduled for 30 minutes.
If I delete my calendar invitation, does that cancel my appointment?
Declining the calendar invitation does NOT cancel your appointment!
To cancel your appointment, please use the unique link provided in the confirmation email.
Service needs during tire changeover
What should I do, if I need other service besides the tire changeover?
In this case, we recommend that you contact us by phone, and we will assist you in scheduling the appropriate appointment.
As a MOL Fleet customer, please contact your dedicated operator. Thank you!
I don’t need any additional service, how can I book a tire changeover?
If you only need a tire changeover, we recommend using our online booking platform, where you can easily find a suitable appointment.
Appointment booking
How can I book an appointment?
- Open the online booking system
- Enter your vehicle’s license plate number
- Provide the required details
- Select the time and location that suits you best*
- Submit your booking
- Wait for our confirmation email sent to the address you provided
*The Driver service is only available at our own service centers. In this case, it is not possible to freely select a service point, as the system will automatically offer you the available time slots at the closest service center.
How can I modify or cancel my appointment?
1. Open the confirmation email
2. Use the unique link to choose whether you want to modify or cancel your appointment
3. If modifying, select the new appointment time
4. Submit the change
5. Wait for our confirmation email sent to the address you provided
How far in advance must I notify you of my intention to modify or cancel?
- At our own service centers: For online bookings, you can modify or cancel your appointment up to 1 business day before your selected time. If you need to cancel within 1 business day, please notify the respective service center by phone.
- With Driver service: Modification or cancellation is possible up to 2 business days before the booked appointment via our online platform. Within 2 business days, please notify the appropriate service center by calling our central phone number.
- At nationwide partner service centers: Modifications and cancellations must be made at least 2 business days before the scheduled appointment.
Tire services
Don’t have a tire service yet?
If you currently do not have a tire service, we recommend contacting our colleagues so you can take the first steps together to modify your contract.
CUSTOMER SERVICE
Get in touch with our customer service team, who are ready to assist you.