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LetzGo Mobility Protection

Effective date: January 1, 2025

1. Full Mobility Protection Add-on/option for your booking
2. On-site Repair & Trip Continuation
3. Breakdown/Accident: Trip Impossible
4. LetzGo's / the Host's Role: Workshop Repairs

1. Full Mobility Protection Add-on/option for your booking

What does it mean? How will it affect me in case of an intervention?

If Activated (1,45€/h):

For every hour of your booking, you pay 1,45€. Over 10h, our system automatically switches to a 24h rental. This means that you also pay the mobility protection for 24h.

If Disactivated (0€ per booking):

You pay no extra costs in addition to your booking.

However, in case of an intervention with our assistance, the resulting costs of the intervention must be paid by you, in addition to your booking price. They will be taken from your deposit. Note: These can get costly, it's at your own responsibility.

The corresponding costs and details of an intervention are explained in more detail in our Respect rules.

Important:

You are always fully covered and insured by our mobility protection. You always get assistance and all the below-mentioned services. The only difference is that you do not have to pay the resulting costs of an intervention if you have activated full mobility protection.

2. On-site Repair & Trip Continuation

Always call Letzgo Carsharing Assistance (number in the glove compartment and app main tutorial).

Roadside assistance on site, afterwards the customer may continue their trip.

If the repairs cause a delayed return of the car for the next renter, they will also receive this time credited. However, they cannot cancel the rental. If the delay is more than 20 minutes, the next renter will be credited with their entire first hour. You do not have to cover any extra costs for this.

As compensation for lost time during this whole process, you will receive one hour credited to your next rental, even without activating full mobility protection option 😉

3. Breakdown/Accident: Trip Impossible

Always call Letzgo Carsharing Assistance to be guided through the process (number in the glove compartment and app main tutorial).

Scenario 1: The remaining time at arrival of our assistance is less than 5h.

The renter and any passengers will be transported to their desired destination and later be returned back home. Our mobility protection chooses the most suitable transport option depending on the situation (taxi, shuttle, ...). This is possible up to a total value of €100. Customers decide for themselves whether they want to be brought back home immediately or first to their original destination and later back home.

The damaged vehicle will be brought to one of our trusted workshops.

Scenario 2: If the remaining time at arrival of our assistance is more or equal to 5h, the renter also has the right to a replacement car (highly recommended for a daily reservation or more).
  • The renter choses if he wants a replacement car or not, depending on what he had planned for the rest of the rental time. If not, then the renter will be able to continue his journey and back home like in scenario 1.
  • If the renter choses a replacement vehicle, all people inside the car will be taken to Automobile Club Luxembourg (ACL), where they will then be offered a replacement car (for up to 3 days). They must leave a deposit of €500, which will be fully refunded upon return of the vehicle if no new damage has been caused to the replacement car (Always ensure you have sufficient credit on your card to cover these costs!). If new damage occurs to the replacement vehicle, the cost will be deducted up to a maximum of €500.

At the latest, the replacement car must be returned to the ACL by the end of the reserved rental period. After a short inspection of the vehicle, customers will be transported back home free of charge. Customers are asked to stay alert to any messages/updates in the app and on their smartphones.

If the damage to the rental vehicle is fully repaired during the rental period, the customer will be notified by ACL via phone call. The customer is then requested to return the replacement vehicle to the ACL at least 1 hour before the end of the rental in order to ensure timely return to the original station.

The customer will be driven to the workshop, and must then return the repaired vehicle as quickly and punctually as possible to the agreed original rental location.

If a delayed return occurs, the renter is asked to inform the host as soon as possible, so that the host can notify any subsequent renter. Respect-fees may apply unless the renter can clearly prove that it was due to force majeure (e.g., traffic jam).

As compensation for lost time during this whole process, you will receive one hour credited to your next rental, even without activating full mobility protection option 😉

4. LetzGo's / the Host's Role: Workshop Repairs

Customer satisfaction is our number one priority. It is also important to us that hosts can rent out their vehicles as autonomously as possible. Therefore, we offer the host the option to have the vehicle returned to the original station by us after repairs. Of course, the host can also choose to pick up their vehicle themselves. The host just needs to inform us via email (available 24/7) or by phone during our business hours (Monday to Friday from 9 a.m. to 5 p.m.), when he/her wishes us to return the car.

For everything regarding damage, onward travel, and the resulting costs, our insurance and mobility protection cover it all.