Helpcenter
Download the LetzGo App from our website or directly from Google Play/App Store. Follow the steps in the app to create your account.
Everyone is welcome on LetzGo. However, renters must be at least 21 years old or have held a valid Luxembourg or EU-recognized driver’s license for at least 2 years, the license must not be forged, suspended, and must be valid.
If you are registering for your first time, every customer must complete a strict but simple document verification in the app.
Before you can book a vehicle for the first time, your profile must be complete. The app will guide you step-by-step through the profile verification process:
- Add a convenient Payment Method
- Security check: ID + driver’s license verification, Selfie photo.
Profile verification can take up to 24h! We suggest doing this right after downloading the app, so you can book your first ride as fast as possible.
Reservations are easily done via the app.
When opening the App, choose the Pick-up location, date and time, and when you wish to return the car. All available vehicles in that area will then be displayed.
Note: Deposit is 1700€ (or 1000€ with cost reduction option). Always have enough capital and limit on your card before starting a ride!
You can cancel your rental free of charge within 1 hour of booking or up to 12 hours before the rental begins. After that, “Respect” fees will apply depending on the timing of your cancellation.
1.Late for the return?
No problem. For delays up to 10 minutes, you don’t have to do anything.From 10 minutes onwards, “Respect-rule-fees” may apply.
2.Late for the pick-up?
No problem. Just start your ride as usual. However, the lost reservation time will not be reimbursed or added to your reservation.
After booking, simply use the In-App Navigation Tab and locate your ride.
5 minutes before your reservation, you can start the ride in the app. Car unlocks automatically.
Exterior check:
- Report any damage you notice
- You don’t need keys. Lock and unlock the car using the app.
Interior check:
- Unpleasant smells (cigarettes, pets, etc.), condition, cleanliness...
- Report any damage you notice
If no damage/issue is reported before the trip, it is assumed that no such damage/issue existed prior to the trip!
Additionally:
- If, in your opinion, a safe drive is not possible, our assistance can be contacted and the issue described. If necessary, the issue will be repaired on-site. You can either cancel and ask for a refund, be offered a replacement car or will be transported to your desired destination via a transport method of our choice (depending on chosen options).
- For any problem before departure related to the vehicle (e.g., can’t open/start the car/other…), you should contact Letzgo via phone and ask for advice. In most cases, they can help immediately.
If that is not possible, our assistance can be contacted, and the issue will be repaired on-site if needed. You can either cancel and ask for a refund, be offered a replacement car or will be transported to your desired destination via a transport method of our choice (taxi, etc.).
You can always ask the host for help or advice (chat/WhatsApp or phone call). They will try to answer all your questions as quickly as possible.
Always follow the host’s terms of use as well as those of the vehicle manufacturer.
If incorrect handling is detected during the rental, a €100 processing fee will be charged to you as the renter.
Smoking and transporting animals (and other restrictions: see Terms & Conditions) are prohibited. In case of misuse, “Respect-rule-fees” apply.
You are personally liable for any traffic violations. You are the driver!
Letzgo Carsharing and the host are not responsible for parking fees. Always Park where it’s free, or where you are allowed to park during a limited time with a parking disc or ticket visible in the windshield.
There are two options. Either the car can be parked anywhere in the designated parking area, or only at a specific address.
Check the return address of your reservation in the app.
Only if it is a whole parking area, like a village or city, can the vehicle be parked anywhere in that area, maybe even at your doorstep! Otherwise, park at the return address.
You may ask if you can return the car to another address within the same village. But it must be approved first.
Refuel fully all the way to the first ´´click´´, ONLY if the fuel light goes on during your ride. Use our fuel card located in the glove compartment.
1.Return the vehicle to its parking area (return location), all windows closed.
2.Go to your rental in the app and click "End rental" to complete the return process.
3.Submit 5 mandatory photos of the car. You will be automatically guided through this process:
- Interior and exterior check-round: leave the car operational and clean.
- Take multiple photos from all sides of the car, as instructed in the app.
- Ensure good quality photos.
- Always leave fuel cards or any other cards in the glove compartment.
- Report any damage in the app. Optional OR mandatory only if damage occurred during your rental.
At the end of the rental, you must return the car to a parking spot where no fine risk exists for at least the next 48 hours. The party responsible (renter or host) must cover any resulting costs.
If any of these rules are violated, “Respect” fees may be charged.
What should I pay special attention to?
- The renter must check the fuel level and refuel or recharge if under 20%.
- Leave the vehicle at the agreed return location, all windows and doors closed and locked (NOT with the car key!!!)
- For electric vehicles: after every trip, properly plug in the charging cable and ensure the car is charging (even if it has more than 20% battery left).
- If no free parking spot is available, the renter must come to an agreement with the host. At the end of the rental, you must return the car to a parking spot where no fine risk exists for at least the next 48 hours. The party responsible (renter or host) must cover any resulting costs.
Our invoice for renters is structured as follows:
- Rental price (hr/day)
- Every individual kilometer, OR km package price
- Deposit (1700€ or 1000€, refunded after the ride if no damage occurs)
Additional charges may apply for:
- Selected options: full mobility protection, deposit reduction.
- Extra kilometers beyond the KM package limit
- "Respect fees" for rule violations
No. There is no limit on mileage per booking.
Our kilometer packages go from 20km to 100km per booking. Every km over that package gets billed additionally to the booked price.
Per day, a LetzGo vehicle may be driven from 35KM up to 50KM free, depending on the selected plan. For the daily/hourly limit, an average is always calculated. So, you can drive more per hour/day as long as the total average doesn’t exceed your booking limit. Every KM beyond the average limit will be charged according to our pricing list.
For example:
I rent a car for 2 days with a standard subscription (max. 35km per day): During the 2 days of my booking, I can drive 70km for free. Every km over 70km will be charged additionally to the rental price, according to our extra km pricing list.
I rent a car for 5 hours with the standard subscription (max. 4km per hour): During those 5 hours, I can drive up to 20km (4km x 5h) for free. If during my 5h rental, I drove a total of 30km, I will be charged the initial rental price + the extra 10km.
A LetzGo rental is minimum 3 hours.
You can reserve a vehicle for up to 10 consecutive hours. For anything beyond 10h, you get 24h for the price of 10h!
Maximum continuous rental period: 5 days. This can be extended but must be requested and justified via email at contact@letzgo-carsharing.lu
As a driver and/or passenger, you are covered with complete and comprehensive insurance, including liability,. Our insurance covers all damages to the rented vehicle, damage to other vehicles, and third-party damage resulting from the rental.
However, you are responsible for any Letzgo rules and legal violations (illegal parking, speeding, etc.) on your part.If necessary, “Respect-rule-fees” may be charged.
As a host, you don’t have to worry about anything. To rent out your car, you must have at least liability insurance. For any incident occurring during a rental with your car, others, or third parties, our insurance will fully cover the situation.
Your bonus-malus rating will never be affected, and your own insurance will never be involved in incidents from a rental!
If something happens that is not related to a rental (e.g., vandalism or similar before/after a rental at the designated parking spot, theft before/after a rental, or any other situation not directly related to Letzgo Carsharing), your own insurance will cover it as usual. Our insurance only applies to incidents occurring during an active rental - from the moment the renter unlocks the vehicle until they lock it and end the rental.
In your booking, you can always see the refueling/charging rules associated with the vehicle.
You do not have to refuel the vehicle after every trip.
In general, only refuel fully to the first ´´click´´ when the fuel light goes on, before returning the vehicle.
Fuel or charging costs are always included in the price, pay at the counter with our fuel card located in the glove compartment.
- Always contact our assistance service (number is in the glove compartment) to inform them about the situation. They will guide you through the correct steps.
- Inform Letzgo Carsharing via phone (during working hours 9h-17h) right after calling our assistance:
+352 691 902 195 or Email: contact@letzgo-carsharing.lu
- In case of a breakdown or accident, you must also secure the scene. Call the police if necessary.
- Fill out the accident report (with or without third party if any involved) situated in the glove compartment.
- You’ll also find all relevant documents and information in detail in our Help Center (Troubleshooter), regarding the correct steps to follow in case of an accident or breakdown.
Contact LetzGo / the host. They will check if one of the previous renters reported the loss. LetzGo / the host may also contact you if a previous renter lost something. They will tell you what to do with the item and assist you. You don’t need to worry about anything.
Trips abroad are not prohibited, but only within our designated radius around Luxembourg.
While entering a ´´no-go zone´´, you´ll be alerted via the app.
- If you cause an accident or other major situation outside our designated areas, assistance will still help you immediately but towing or transportation, and any other resultig costs will be charged to you.
- To prevent potential theft, the app will send you a notification after a certain time and distance outside this radius. If you don’t respond, we will call you. If there is still no response, the vehicle will be immobilized, and police will be alerted.
For any other infractions in a no-go zone, LetzGo or any of our hosts are not liable.