LetzGo Trobuleshooter for Renters

Important

The renter is obliged to cooperate in any situation and to comply with the following conditions. Always report any incident, big or small, to the rental company and in the app after your ride. If necessary, use our Helpcenter on letzgo-carsharing.lu. Search for your incident and the appropriate procedure. If your host does not respond in an emergency, you are asked to contact the Letzgo Carsharing Call Center and follow their instructions.

Phone number: +352 691 902 195

1. Accident, defect/breakdown, or other irregularities:

In general:

Secure the accident site (warning triangle, safety vest, move to safety depending on the situation, ...)
Call the Letzgo Carsharing Assistance immediately by phone. We will explain the exact procedure to you step by step.
You may have to call in the police. Ask them to certify the file number and the responsible department.
Vehicle and passengers are insured by our Assistance and Mobility Protection. Your onward or return journey will always be taken care of. Depending on the selected add-ons/options and time left in your booking, you will also be offered a replacement car. You may not request a breakdown service privately.
If you have caused an accident or the vehicle is towed away due to sheer negligence on your part (fuel fault, loss of keys, etc.), you are liable for the towing costs (not the excess).

Accident/breakdown without third party involvement:

The vehicle is still roadworthy:

Fill out the European accident report from the glove compartment.
Send a photo of the accident report and photos of the accident to contact@letzgo-carsharing.lu immediately.
Send the original report to Driven Mobility Solutions in the prepaid envelope provided in the glove compartment of the vehicle.
You may continue your journey once you have been approved by our assistance on site.
On your return, you must then complete the damage report in the app.
The costs, if it is your fault, are kept from your deposit.

The vehicle is no longer roadworthy:

Fill out the European accident report from the glove compartment.
Send a photo of the accident report and photos of the accident to contact@letzgo-carsharing.lu immediately.
Send the original report to Driven Mobility Solutions in the prepaid envelope provided in the glove compartment of the vehicle.
Our round-the-clock Assistance service will organize a towing service (if necessary) for the car, a means of transport for you and all passengers (depending on your subscription) and all other necessary steps.
If necessary, we will then contact you to obtain your statement on the circumstances of the accident.
The vehicle is taken to one of our partner workshops.
The further procedure is regulated by the car owner and Letzgo Carsharing.

Accident/breakdown with third-party involvement

The vehicle is still roadworthy:

Fill out the European accident report from the glove compartment.
Get the contact details of the person involved in the accident (full name, address, license plate number, e-mail address, telephone number and insurance details) and fill out the accident report together.
Give the person involved in the accident the insurance details of Driven Mobility Solutions. Explain that this insurance information is to be used to make a claim and not the car owner's car insurance, which is linked to the vehicle's license plate number.
Send a photo of the accident report and photos of the accident to contact@letzgo-carsharing.lu immediately.
Send the original report to Driven Mobility Solutions in the prepaid envelope provided in the glove compartment of the vehicle.
If you are not responsible for the accident, you do not have to pay anything. The excess and the processing fee will only be collected if you are at fault for the accident.
You may continue your journey once you have been approved by our local assistance team.
On your return, you must then complete the damage report in the app.
The costs, if it is your fault, are kept from your deposit amount.

The vehicle is no longer roadworthy:

Fill out the European accident report from the glove compartment.
Get the contact details of the person involved in the accident (full name, address, license plate number, e-mail address, telephone number and insurance details) and fill out the accident report together.
Give the person involved in the accident the insurance details of Driven Mobility Solutions. Explain that this insurance information should be used to make a claim and not the car owner's car insurance, which is linked to the vehicle's license plate number.
Send a photo of the accident report and photos of the accident to contact@letzgo-carsharing.lu immediately.
At the latest 24h after the incident, send the original report to Driven Mobility Solutions in the prepaid envelope provided in the glove compartment of the vehicle.
If you are not responsible for the accident, you do not have to pay anything. The excess and the processing fee are only collected if you are at fault for the accident.
Our round-the-clock breakdown service and service center will organize a towing service (if necessary) for the car, a means of transport for you and all passengers (depending on your subscription) and all other necessary steps.
If necessary, we will then contact you to ask for your statement on the circumstances of the accident.
The vehicle is taken to one of our partner workshops.
The further procedure is regulated by the car owner and Letzgo Carsharing.

2. Report minor or major damage:

Before starting your journey, always check the car inside and outside for any existing damage. This way you make sure not to be held accountable for that damage. Include your evidence in the damage report in the app.

You must always report new damage to the vehicle (or dirt), in the damage report in the app after your journey. if not = fee of €100 + damage.

The cost of the damage is paid from your deposit.

Are you responsible for damage to third parties?

Report this to Letzgo Carsharing (by phone or Email), if not = fee of 100 € (processing of the insurance claim by Driven Mobility Solutions) + damage

Take pictures of the damages and send them to contact@letzgo-carsharing.lu.

The cost of the damage will be paid by your deposit.

After everything has been clarified with LetzGo and the insurance company, the invoice for the damage will be sent to you by email and the amount for the costs will be debited.
You are allowed to lodge an objection, but this will also incur higher administrative fees.

3. How is a LetzGo rental billed?

Our invoice for renters is structured as follows:

Rental price (hr/day)
Every individual kilometer, OR km package price
Our kilometer packages go from 20km to 100km per booking. Every km over that package gets billed additionally to the booked price.

Additional charges may apply for:

Selected options: full mobility protection, deposit reduction.
Extra kilometers beyond the KM package limit
"Respect fees" for rule violations
Deposit (maximum 1700€ or 1000€ with deposit reduction activated), if an incident occurred during the rental period

Before the start of the rental, always make sure to have enough capital/limit on your card and account, to ensure that in case of an incident, the amount of the deposit can always be charged according to the chosen options.

If the client chooses the deposit reduction, only 1000€ maximum can be taken in case of an incident. Otherwise, it´s up to 1700€ per rental.

The corresponding deposit amount is only charged in case of an incident. You have 14 days to pay the necessary deposit amount; a detailed invoice will be sent to you via email. If the client is not able or refuses to pay, we have the right to use legal consequences. We may also deduct the amount from his account in multiple tranches, until the full deposit amount is reached.

The amount of your reservation and options will be debited from your account/card before the rental. All possible additional costs, such as penalty fees, will be debited within a maximum of 14 days after your trip. You can find the details of your rides under your rental history in the app. Invoices for extra costs resulting from a breakdown/accident/other incident will be sent to you by email.

Example Deposit Reduction Option activated:

Accident/Breakdown:

Example 1: The repair costs amount, after precise analysis according to our insurance, to €3500. You pay a maximum of €1000. Not more, not less.
Example 2: The repair costs amount, after precise analysis according to our insurance, to €500 (e.g., mirror, rim, or similar). You get deducted/pay €500. You always pay only for your damage up to the maximum of your deposit.

Example Full Mobility Protection activted:

All services as in our mobility protection are always available to you in any case.

However, if the option is not activated, you must bear the resulting costs yourself in case of an intervention by our assistance!

Example 1: Option selected (€0.95 / hour)

All services of the mobility protection are completely free for you and all your passengers!

Example 2: Option not activated

All services of the mobility protection will be provided to you and your passengers, but the resulting costs must be borne by you.

€150 up to €250 maximum per intervention. These costs and the corresponding invoice will be sent to you additionally by e-mail after precise evaluation and must be paid within 14 days.

Always make sure you have enough reserves/limit on your account/card so that payments can always be made on time without any problems!

In the event of late payments of any kind, we reserve the right to charge you penalties in the amount of our corresponding respect rules. In an emergency, your Letzgo Carsharing usage rights may also be completely revoked. All pre-booked rentals or any other bookings and accumulated credits will also be withdrawn from you. Refunds are not permitted.

The costs will be debited automatically. You will find a detailed invoice in the app, and your invoice will also be sent to you by email. If you have any questions, errors or other inconveniences, please write an email to Letzgo-Carsharing customer support within 30 days: contact@letzgo-carsharing.lu We will take care of it immediately!

4. Refueling rules:

The exact refueling rules that apply to you are always displayed under your rental. In general, the following rules apply:

Internal combustion engine (gasoline, diesel, hybrid):

Refuel only if the fuel light goes on during your ride, at an ESSO Station before returning the vehicle.

Refuel fully to the first ´´click´´, using our fuel card located in the glove compartment.

If you do not pay with the Letzgo fuel card, you are responsible for the cost of refueling. A refund cannot be requested!

Electric cars:

If the charge level falls below 30% during your rental (at the beginning or end), you must recharge to 50% before returning and connecting the vehicle in the designated free charging station.

At the end of your rental, you must always park the car in a designated area, where a charger is available. Always plug the charger in the car before ending your rental!

If no charger is available in your current parking zone, look for another marked parking zone in the same area.
If still no charger is available and your current charge is at least 30%, you can park the car nearby on a free parking spot.

To do this, please take the Letzgo fuel card/charging card out of the glove compartment and charge the vehicle as instructed at one of our partners charging stations. The charging is always free for you!

If you do not pay with the Letzgo fuel/charging card, you are responsible for the costs. A refund cannot be requested!

5. Parking rules:

During the journey:

You are responsible for parking and the associated costs, just as if you were moving your own vehicle:

Always park where there are no parking fees (free parking).
Alternatively, park in places where you can park for free with a parking disk in the window for the required period of time (each of our vehicles has such a parking disk in the glove compartment).
In some cases, your host has an extra certificate (window sticker, ...) that allows you to park the vehicle free of charge in some areas.
In all other scenarios, you will have to pay the parking fees yourself.

The renter is always liable for parking fines resulting from a rental!

After the ride:

Leave vehicle at the agreed parking zone, immobilizer activated, all windows and doors locked and locked with the app (not with key!!!)
If no free parking space is available, you must return the car to a parking space where there is no risk of fines for at least the next 48 hours. The guilty party must pay for any resulting costs.

6. Soiling (inside/outside):

Cleaning fees: Applies to vehicles that are returned in an excessively dirty condition.

You must ensure that you return the car thoroughly ventilated and clean. What do we mean by this?

Make sure that the vehicle is in a clean condition. In the event of minor soiling after using the Letzgo vehicle, ensure that these traces are cleaned up quickly (e.g. small footprints, noticeable odor, smaller or larger packages lying around, ...).

If an unusually large amount of dirt is detected (inside or outside), this can be reported to us via photos of evidence in the app. If we deem it appropriate, the person responsible must pay a cleaning fee (from €25 + cleaning costs).

However, this can be bypassed or restricted if you remove it yourself and/or you and your host have previously found your own solution.

(e.g. it is winter, the road is full of snow and match. In such cases, it is not always possible to leave the vehicle without traces of use. You can tell the renter that shoe prints/match sticks to the floor mats; the car is full of match/or remove them yourself as quickly as possible. In such cases you will of course not be charged a penalty fee).

However, always make sure that such cases remain limited, because obviously negligent handling can still result in penalties (soiling due to driving through difficult or non-asphalted roads, food packaging in the interior, etc.).

7. Cancelations:

You can cancel your rental free of charge within 1 hour of making your booking or up to 12 hours before the start of the rental. After this time, ‘'respect’' fees will be charged depending on the time of the cancellation.

App: ‘'Cancel’'.

How to get a refund:

The renter must contact LetzGo Carsharing via Email: contact@letzgo-carsharing.lu within 14 days after the cancelled booking. If no refund request gets sent during this time, your booking will be regarded as complete, and a refund will not be possible.

8. Delayed vehicle return:

I'm going to be late. What now?

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.

9. Extend or cancel the rental:

Extension must be a minimum of 1 hour. The hour will then be added to the current booking.
If no extension is possible (e.g. because another rental is already pending), then a 10-minute buffer is allowed, after which corresponding late fees will be charged (see Respect Charges for late vehicle return)

10. The car is not at the agreed location before the start of the journey:

First contact Letzgo Carsharing / the vehicle owner (8h-18h) or the Letzgo Assistance (24h/24h). They will assist you and inform you of the new location or propose a different solution given your chosen Add-ons/options.

If they do not know, the previous renter will be contacted immediately. You will be informed of the next steps as soon as possible.

The amount of the lost time will be credited to your next rental as an apology. You can also take part in one of our many competitions free of charge.

11. Any warning lights light up:

Stop immediately.

Call the LetzGo Assistance (tel. no. in glove compartment).
We are looking for the best solution.
Driving on is only permitted after clearance.

12. Refund the rental fee:

Permitted reasons:

The car owner was no longer able to carry out the rental.
The car did not match the description or had significant safety defects.
You were unable to complete the rental due to a case of force majeure (see Terms of Service).

Please call our Assistance for help and report this via phone (9h-17h) or Email with a clear explanation to Letzgo-Carsharing.

If you would like a refund, you must always, in any case, send a refund request via Email to contact@letzgo-carsharing.lu within 24 hours of making the reservation. Include all possible evidence photos and information with your reason. Without these, your request will be rejected.

We will also let you know whether you can make use of the breakdown assistance or not (replacement car, onward journey or return journey home, selected options, refund, ...)

13. Have a punctured tire repaired:

Call Letzgo Carsharing Assistance.
Take photos of the punctured tire (if possible), as well as all other tires on the car, and email them to contact@letzgo-carsharing.lu. If we find excessive tire wear, the owner must bear all costs.
If this is not the case, the driver is always charged for a flat tire.
The LetzGo Assistance takes care of the tire change or towing (if it is not possible to continue driving)

14. Theft:

Immediately call the police and report the theft to the Letzgo Carsharing Service Center and the car owner by telephone.
A report will be made to the police and we will take care of your return transportation.

15. Instructions for parking tickets or towing:

As with your own car, you are responsible for any violation of traffic regulations and any additional costs incurred as a result!

A law enforcement officer of any kind gave me a ticket on the spot:

Pay on site or within 7 days (no further processing costs), or send an e-mail to contact@letzgo-carsharing.lu within 7 days. We will debit the amount, including 10€ processing costs, from your account.
After 3 reminders, we reserve the right to take legal action against the driver and ban them from our service.

The host has received a parking ticket from your rental:

He will object and name you as the driver instead. The ticket will then be sent to your address.
You will be held responsible for any costs incurred as a result of the car being towed away. You must inform the Letzgo-Carsharing Service Center immediately by telephone. We will then contact the host.