Support your experience

Purchasing

• How do I cancel my reservation?

  You may cancel your reservation by following the steps below:

  - On the AFEELA website, click the "My Account" link located at the top right corner of the homepage.
  - If you are not already logged in, please complete the login steps.
  - Click "Order History".
  - Select "View Details" for your reservation.
  - Scroll to the bottom of the page and click "Cancel Reservation".

  Your reservation fee will be fully refunded to the credit card used for your original payment. Once the cancellation has been processed, the refund typically appears as a credit on your account within 10 business days, depending on your card issuer.

• How many days does it take for the deposit to be refunded?

  It may take 5 to 10 business days for the refund to appear in your account. This timeframe varies depending on your credit card issuer.

• The credit card I used to make the reservation is no longer valid. How will the refund be processed?

  If the same credit card has been renewed and the expiration date is currently valid, the refund will be issued to your current credit card. If the credit card used at the time of reservation is no longer valid (for example, cancelled or expired), in many cases the issuing bank will redirect the refund to your new or replacement card, or send the refund directly to your bank account. If neither of these options are available, we will contact the customers individually. It may take 5 to 10 business days for the refund to appear in your account. This timeframe varies depending on your credit card issuer.

Account

• What is AFEELA Account?

  AFEELA Account is the account used to access AFEELA services. You can do the following with an AFEELA Account:

  - Reserve / order new vehicle.
  - Receive the latest news on the services.
  - View your order or payment status.

• How do I change my email address?

  You can change your email address by going to "Account" on the My Account page.
  To open the My Account page, click the account icon in the upper-right corner of the page.

• How can I view my account?

  Click the "Account" icon at the upper-right corner of the page to open the My Account page menu.

• How can I change my password

  Go to "Account Information" on the My Account page and click "Change Password" to change your password. Passwords must be at least 8 characters long and contain at least 3 of the following: uppercase letters, lowercase letters, numbers, and special characters.
  To open the My Account page, click the account icon at the upper-right corner of the page.

• How can I reset my password if I forget it?

  Go to the AFEELA Account sign in page, click "Forgot Password", then enter your email address. Click the URL in the email you receive to reset your password.

• How can I delete my AFEELA Account?

  Go to "Account" on the My Account page and select "Delete Account".
  To open the My Account page, click the "Account" icon at the upper-right corner of the page.

• How do I unlock my account?

  To unlock your account, click the “Reset Password” button on the “Account Locked” screen.

• Can I change the country information on my AFEELA Account?

  Currently, you cannot update the country information on your AFEELA Account. We recommend deleting your account and creating a new one with the correct country information.

Legal and Privacy

• Does Sony Honda Mobility sell my information?

  We may disclose the information we collect about you to our affiliates. While we do not sell your information for monetary consideration, some of these disclosures may qualify as “sales” under certain state laws. For more information, please visit our Privacy Policy.

• How will my information be used?

  We use the personal information you share with us to deliver products and services, for communication, marketing, and advertising, for engagement in financial incentive programs, to enable web and account features, and for safety and compliance purposes. For more information, please visit our Privacy Policy.

• Will the app continue to process data even if I am not directly looking and interacting with the app?

  Yes, it is possible that the app will continue to use and collect data even if you are not looking at or interacting with the app. For example, an app may continue to use GPS data while you are not interacting directly with the app. For more information, please visit our Privacy Policy.

• What kind of information will you collect from me?

  Please visit our Privacy Policy for a full list of the categories of data we collect.

• How can I request that Sony Honda Mobility delete my data?

  You can submit a request to delete your data through our online form that is available at https://shm-afeela.com/en/contact/ or by email at Privacy-Contact@sony-honda-mobility.com.