FAQThis is how Mobility works

Mobility vehicles must be returned with the fuel tank at least one third full.

Refuelling is free – the fuel card is in a holder in the glove box: remove the fuel card from the holder with the ignition switched off. The PIN code then appears on the display – now you can refuel. Please insert the card back into the holder after refuelling.

Alternatively, you’ll find the PIN code in the app, in the summary of the reservation in question.

The fuel card can only be used in Switzerland and only at petrol stations whose logo it bears and can only be used for fuelling:

• Fuel card with Avia logo: only at Avia petrol stations

• Fuel card with Shell and Agrola logo: at Shell, Eni and Agrola petrol stations. In Ticino, this card can also be used at MIGROL petrol stations.

• Fuel card with BP and Routex logo: at BP, Eni and ARAL petrol stations

• Fuel card with Ruedi Rüssel and Miniprix logo: at Ruedi Rüssel, BP and Miniprix petrol stations

• Fuel card with Socar and Tamoil logo: at Socar and Tamoil petrol stations.

If you do pay for the fuel yourself, you can send us the fuel receipt, stating your Mobility number and reservation number, by email to office(at)mobility.ch . We will credit the expenses to your Mobility account.

Business customers can send us the receipt together with the form by email: Fuel refunds (PDF)

Please note that the electric vehicle must always be correctly connected to the charging station after your journey, regardless of the charge level, and the charging process must be started. This does not apply to Mobility vehicles where the location does not have its own charging station.

The majority of our charging stations do not incur any charges for charging and the charging process starts automatically once the charging cable is connected. However, there are also charging stations that require a home charging card or badge to start the charging process. The card is labelled accordingly and is located behind the sun visor. The badge is located in the vehicle’s central console. If the badge or home charging card is required, there is also a physical instruction manual in the glove box and, in some cases, additional information at the charging station.

If you are unfamiliar with the process or have any problems, you can call our 24h Service Center on 0848 824 812 at any time – we will be happy to help.

For more information on using our electric vehicles:

Explanatory video 

Operating instructions 

The police contact us to find out the name of the person behind the wheel. We pass this information on to the police and charge a fee of CHF 30 for our administrative work. You will receive the fines directly from the police.

Our hourly and kilometre rates are all-inclusive: fuel, servicing, repairs, insurance, administration, Swiss motorway electronic toll sticker, tyre changes, parking space rental and VAT. The rates for business customers are shown without VAT.

Customers must pay for parking costs during use and other transport costs (e.g. car transport service, tolls, ferry, etc.).

The costs are based on the kilometre and hourly rates for that particular vehicle category. For long journeys, the day package automatically takes effect.

You can calculate the costs of your journey quickly and easily using the price calculator:

Price calculator

You can find a complete overview of all charges and additional benefits here:

Fair Play and Charges

As a Mobility customer, you are comprehensively covered by third-party liability, comprehensive and passenger insurance in the event of damage or injury.

No, all Mobility customers must take out liability reduction cover separately, as this is personal.

Calculate here

Once you’ve bought liability reduction cover, it cannot be refunded. If you obtain liability reduction cover for one year, that’s how long it applies.

It is generally permitted to take turns driving if the person who made the reservation is in the vehicle. The driver must also be a Mobility customer.

A rental access group is reserved only for customers who belong to the same tariff group and live at the same address. This allows you to use each other’s reservations without the reservation holder travelling with you. As a mobilityMEMBER and mobilityCO-MEMBER, you automatically belong to a group and can make reservations on both sides.

Non-Mobility customers may not drive a Mobility vehicle under any circumstances.

The shortest period is one hour, commencing or ending either on the hour or the half-hour. The maximum period is usually 16 days or, at Mobility stations with only one vehicle, three days.

With long-term rentals, you benefit from our car rental partnership with Hertz by gaining access to attractive offers.

Mobility vehicles must be returned to their original location.

You can reserve vehicle categories, but not specific vehicle models. Exception: The specific vehicle model is specified in the Emotion category. Vehicles in the Emotion category can be booked for customers aged 25 and over. This category cannot be booked for people under the age of 25 or learner drivers.

Certain vehicles have electronic handbrakes that can be overridden by pressing the accelerator pedal again. These are not legally permitted for use by learner drivers. For this reason we provide the option of applying the search filter “suitable for learner drivers” when you are looking for a vehicle for your reservation.

Before you drive off, you must check the vehicle for any damage. Existing or unregistered damage can be compared or reported quickly and conveniently in the Mobility app before the journey start.

You can also easily and conveniently report damage caused by yourself, with no other party involved, via our Mobility app up to 15 minutes after the end of the reservation, including uploading photos of the damage.

Unlock the vehicle using the app (via Bluetooth), the Mobility Card or your SwissPass card.

As we are unable to clean the vehicles in the car sharing system after every reservation for logistical reasons, we rely on the help of our customers. Any dirt that you have caused yourself must therefore be removed at your own expense.

However, dirt that builds up during normal use of our vehicles may well be present. That’s why we clean our vehicles regularly.

Please call our 24h Service Center on 0848 824 812 in case of heavy soiling so that we can take action immediately. If the situation is serious, we can also look for an alternative solution for you straight away.

Please contact our 24h Service Center on 0848 824 812. We will then help to resolve the issue as soon as possible.

Although our system takes a charge lead time into account, we cannot guarantee a 100% charge level at the start of your journey. For reservations within the next hour, the charge level is displayed when the reservation is completed (unless the desired vehicle is currently still in use when the reservation request is made).

Before setting off, please check the charge level by switching on the ignition and contact our 24h Service Center on 0848 824 812 if it is not enough for the journey you are planning to make. We would be happy to help you find an alternative solution.

• Any damage greater in size than a two-franc coin

• Deep scratches and dents

• Glass damage (windscreen/windows, mirrors and lights)

• Protruding or loose parts

Damage reports concerning the bodywork must be sent straight away from within the Mobility app (except for accidents, which must be reported by telephone). You can check your vehicle for damage 15 minutes before the reservation starts at the earliest and report it in the app.

Here you will find instructions on how to report damage via the app: Report damage to the car easily via the app | Mobility Neo

Please note our fair play rules and fees.

The following examples of damage must be reported:

• Chipped paintwork a few millimetres in size caused by flying stones

• Superficial scratches (not enough to catch your fingernail or feel when passing your hand over them)

Please note our fair play rules and fees.

The following examples of damage need NOT be reported:
Chipped paintwork caused by flying stones; fine scratches; weather residue such as superficial rust; water beads, limescale deposits or scratches caused by a car wash.

If the vehicle is no longer roadworthy as defined by the Swiss Road Traffic Act (RTA) → Article 29 RTA

• Tyres are damaged

• Glass and/or headlights are broken

• Parts of the bodywork are protruding or have been torn off

• No front windscreen wipers, e.g. due to vandalism

Damage must be reported by telephone to the 24h Service Center on 0848 824 812.

Please note our fair play rules and fees.

Example of a vehicle that’s no longer drivable:

Protruding body parts (cracked and protruding bumper, broken tail light)

• Persons have been injured

• Vehicle is no longer drivable (see above “When is a vehicle no longer drivable?”)

• Third parties are involved (vehicles, buildings, crash barriers, etc.)

• Animals run over and injured

Accidents must be reported by telephone to the 24h Service Center on 0848 824 812. No other reporting method will be accepted.

Completion of the European Accident Protocol is mandatory, and you may leave the accident site only after consulting the police and Mobility.

Please note our fair play rules and fees.

Example of a vehicle involved in an accident:

Severe damage:

A detailed check list and other documentation may be found in every Mobility vehicle in the in-car document wallet located in the glove box.

In general:

• Keep calm

• Secure the scene of the accident (switch on your hazard lights, set up your warning triangle)

• Remove any injured persons from the danger zone and provide first aid (there is an on-board first-aid kit in the vehicle)

• Call the police: dial 117

What is an accident? You can find out more about reporting a claim here.

At all times. Lock and unlock the vehicle easily during your reserved time as often as you like via Bluetooth using the app, Mobility Card or SwissPass in card form.

Smoking, including the use of e-cigarettes, is prohibited in the vehicles.

For reasons of hygiene, animals – insofar as their carriage is legally permissible – may only be transported in dedicated transport containers or on a blanket in the car boot. The vehicle must then be thoroughly cleaned at your own expense and the vehicle must be aired out before being returned.

During a reservation, you may park your private vehicle in the Mobility parking space, provided it is not located in a multi-storey car park. To avoid a parking fine, please place the reservation confirmation behind the windscreen.

When entering a multi-storey car park in your private car, you should collect a ticket as usual and park in a normal parking space. You must not use the Mobility vehicle’s season parking ticket to enter and exit the car park in your own private car. Furthermore, the charging stations may not be used by private cars.

Please note: There are also stations where this does not apply and where private vehicles may not be parked. For details, see the reservation confirmation or the station information.

You can terminate your reservation for the vehicle immediately at any time using the “End early” button in the app. This saves you half of the remaining hourly rate. You pay the full price for the half-hour or part thereof.

Fair Play and Charges

Park the vehicle in the Mobility parking space, switch off the lights and other electrical equipment and place the ignition key (if applicable) back in the central console. Lock the vehicle via Bluetooth using the Mobility app, with your Mobility Card or SwissPass in card form and make sure that the on-board computer confirms your end of reservation. Check that the doors and boot are locked and windows shut.

Always connect the electric vehicle to the charging station after returning it and make sure that the charging process starts.

More about refuelling

Always connect the electric vehicle to the charging station after returning it and make sure that the charging process starts. This does not apply to Mobility vehicles where the location does not have its own charging station.

Please contact our 24h Service Center on 0848 824 812 immediately so that we can discuss the next steps with you.

You can pay us using the following methods:

• Monthly QR invoice (in the case of mobilityPLUS, from an invoice amount of CHF 25 or more)

• Credit card (billing and direct debiting of the journey as well as other outstanding services within 48 hours of the end of the journey)

• Direct debit (LSV) / DebitDirect PDF 

You can set your preferred payment method in the customer portal (https://my.mobility.ch/login). Log in, then click on your name in the top right-hand corner > Profile > Payment > Change payment method.

• TWINT

• Manual credit card payment

Outstanding invoices can be settled manually using these payment methods in the customer account. 

• eBill

You can set up an eBill after logging in to your online banking account. You can find us under “Mobility Genossenschaft”.

• Reka Check/Reka Card PDF

Reka Checks can be sent by post to Mobility (Mobility Cooperative, Suurstoffi 16, CH-6343 Rotkreuz). This credit balance is used to offset future services. In order for these to be offset automatically, the Reka Checks must arrive before the invoice is issued.

The Reka Card makes paying your Mobility invoice quick and easy via www.rekanet.ch

• Gift vouchers

Please redeem your voucher directly in the customer portal (www.mobility.ch/login). On the home page after logging in, you can enter this under Customer account > “Redeem voucher”.

Monthly automatic credit card debits aren’t possible. Journeys and other outstanding services will be charged to the credit card within 48 hours of the end of the journey. For monthly billing, you can choose to pay on receipt of invoice. QR invoices can be settled by credit card using the app or via the customer portal.

In the customer portal under customer account and the Mobility car sharing app, you can view your current credit balance and an overview of all invoices at any time. If you use Mobility, you will receive an invoice every month. You can check the costs of journeys that have not yet been invoiced at any time in the app and in the customer portal.

You can find more information about our invoices here.

You can pay Mobility invoices by credit card or TWINT in the customer portal under Customer account > Outstanding invoices > Invoice number or the app. As soon as the debit has been successful, the invoice will be settled.

You can set up an eBill after logging in to your online banking account. You can find us under “Mobility Genossenschaft”. Once activated, invoices will only be sent to your online banking account via eBill and must be approved there.  You will not receive a copy of the invoice by email. You can view invoices, trip details and credit overview at any time in the customer portal or app under customer account. You will also find a QR payment slip there. Please note that these documents are not sent to your online banking account. 

If you accidentally reject an eBill invoice in your online banking account, you can find it at any time in the customer portal or in the app > Customer account with QR payment slip.

Once activated, the status in your online banking account remains “in progress” until the first invoice has been successfully sent via eBill.

Vouchers with a code can be redeemed directly within the customer portal.

Older vouchers without a code can be sent by post to our address:

Mobility Cooperative
Suurstoffi 16
CH-6343 Rotkreuz

The amount will be credited to your account. The vouchers must reach Mobility 15 days before the invoice is issued.

Instructions for our electric vehicles may be found here:

RENAULT ZOE

SEAT MII

ŠKODA ENYAQ

TESLA MODEL 3

TESLA MODEL Y

VW ID.3

VW E-UP!

VW E-GOLF

CUPRA BORN

MERCEDES E VITO

Fiat 500e

HONDA E V2X

Hyundai Kona

Peugeot 308

You can find more information about our vehicles here. 

For reasons of hygiene and safety, we do not offer permanently installed child safety seats – please bring your own child safety seat or booster seat with you and remove it from the vehicle after your reservation.

How many child safety seats can be installed in Mobility vehicles?

With the exception of the Transporter category, every model of Mobility vehicle provides Isofix attachment points for up to two child safety seats on the outer rear seats.  Since the passenger airbags cannot be deactivated manually in the Transport category, it is not permitted to install a child safety seat for newborns/infants weighing up to 9 kg in a baby car seat (full shell seat). Seat extensions for infants (sitting in the direction of travel) weighing 9–18 kg are permitted.

We do not offer any vehicles with a towbar in our Mobility fleet. Our van may be a good alternative.

Mobility vehicles do not come with roof racks. Customers are responsible for supplying the correct roof rack, installing it correctly and removing it when returning the vehicle. In the event of damage, Mobility will check if this is related to the use of a roof rack, for example due to overloading.

Mobility reserves the right to invoice customers for all of the damage if a link is established.

We have fitted all-season tyres approved for winter as standard.

Our car care staff do their best to clear snow and ice from the snow-covered vehicles. We cannot always guarantee this during heavy snowfall. Accordingly, make sure to allow enough time to clear snow and ice from the vehicle before starting your reservation. Please note that shovels are not part of the vehicle’s basic equipment and that you will need to provide your own. However, our vehicles are equipped with ice scrapers and snow brushes.

No, our cars have all-season tyres that are approved for use in winter as standard. If it’s snowing so heavily that you need snow chains, you will have to provide these yourself.

Yes, we would be happy to receive such suggestions. The car park is particularly important in this regard because it forms the basis for every Mobility location. Under this link, you will find information and a form for submitting your suggestion.

Yes, we would be happy to accept such proposals. Under this link, you will find information and a form for submitting your suggestion. We will then review it.

Please report the loss of your Mobility Card by calling the 24h Service Center on 0848 824 812 so that it can be blocked with immediate effect. We will then send you a new Mobility Card. The charge of CHF 30 for replacing the card will appear on your next invoice (applies only to cards issued within the last three years). Your login details remain unchanged.

You can reserve the vehicle and collect the item yourself as quickly as possible, or select the relevant reservation under “My journeys” on the customer portal and click on “Give feedback”. You can then select “Search order” and enter what you have lost.

We will look for the item for you and if we find it, we will send it to you. The shipping costs will not be added to your invoice. We will let you know within ten working days. The search order costs CHF 100 regardless of whether the item is found or not. Please note that we only check the vehicle used and do not ask any other customers about it.

Please put it in the glove box – larger items in the boot. Our employees take care of the next steps. You don’t need to contact us. If you have taken the item home with you, please return it to the vehicle.

If the lost property is valuable, please call our 24 Service Center on 0848 824,812.

Yes! If you refer a new customer as a Mobility user, you’ll receive drive credit worth CHF 20.

You can find more detailed information here.

Your Mobility number is the number on your red Mobility Card (to the left of your name). You can also find this on the top right of the invoice.

To do this, go to the customer portal and click on your name in the top right > Profile > Change password.

To log in with your email address or request a new password, your email address must be verified. If you have not yet verified it, please use your Mobility number to log in and request a password.

Do you have a SwissPass and would you like to use it as a vehicle key? Activate your personal SwissPass easily in the customer portal under Profile > Admission cards > SwissPass or in our app.

Yes. People living in the same household as a mobilityMEMBER benefit from preferential terms as mobilityCO-MEMBERs. This is extremely attractive, as you only pay a one-off activation fee of CHF 250. The cooperative contribution is CHF 100.

MEMBER households also automatically belong to a rental access group. Being a member of such a group gives you reciprocal, flexible access to reservations. The journey will be charged to the customer making the reservation.

to the GTC
For business customers, see “How can I cancel my business subscription” in the “Business customers” section.

Private customers:
The Mobility offer must be cancelled via the customer portal. The cancellation will also automatically apply to the current liability reduction coverif it was taken out at the same time as the subscription. Please note the respective periods of notice: you will be informed of these via a renewal e-mail.

You can also find the notice periods here:

mobilityPLUS: Any time effective from the end of the following month

mobilityEASY: Any time, no notice period

mobilityMEMBER and mobilityCO-MEMBER: Six-month notice period, effective as of 30 June or 31 December

Liability reduction coverif this was not taken out at the same time as the subscription: 7 days before the end of the term

No, our subscriptions are personal and non-transferable. Other people may only drive the vehicle if they also have an active Mobility account and the person who reserved it is in the vehicle. 

Reservations can only be viewed via the account of the person who reserved the vehicle and are therefore not visible to other people in the app or customer portal.

To register for Business car sharing, your company has to be entered in the commercial register or registered for VAT with the Federal Tax Administration. This does not apply to public-sector bodies.

No. These terms apply to business use only.

Notice of cancellation must be submitted in writing by e-mail or post. The cancellation also automatically applies to any liability reduction cover that may have been taken out.

Notice periods Business subscription and Business Light:
The offer can be terminated at any time, effective as of the end of the month. Notice of termination must reach Mobility no later than four weeks before the end of the month.

GTC and agreement for business customers

If a business subscription is cancelled, the relevant liability reduction cover ends automatically.
 
If the subscription is to remain in place and only the liability reduction is to be cancelled, this can be terminated at any time as of the end of the month. Notice of cancellation must reach Mobility in writing, by e-mail or post, no later than four weeks before the end of the month. Since the monthly fee is charged retroactively, the last invoice will be sent after the notice period has expired.

The learner driving licence is a valid driving licence and entitles the holder to use all subscriptions (except for transferable company subscriptions). With mobilityPLUS, you can relax and learn to drive. To get started, we’re giving you a CHF 100 discount on a 12-month liability reduction of your choice! You can find all the information you need here.

The accompanying person must be able to take over the wheel at any time. For legal reasons, no one without a Mobility account may drive a Mobility vehicle. Accompanying persons must also meet the statutory requirements of the Road Traffic Act.

To accompany learner drivers on their journeys, you must use a Mobility offer (except for transferable company subscriptions). It is important that you let us know using the form “Confirmation of accompanying persons for learner drivers“.

Accompanying persons can register at any time via the website for a suitable Mobility offer. In the event of subsequent registrations for additional accompanying persons, please re-send us the form “Confirmation of accompanying persons for learner drivers“ with your and the new accompanying person’s signature.

You are entitled to use a Mobility vehicle to complete the compulsory driving courses of your 2-phase training. When making a reservation, please enter the course name in the comments field of the reservation.

No, you have to bring this with you.

Certain vehicles have electronic handbrakes that can be overridden by pressing the accelerator pedal again. These are not legally permitted for use by learner drivers. For this reason we provide the option of applying the search filter “suitable for learner drivers” when you are looking for a vehicle for your reservation.

No, it is not possible to do this. Mobility vehicles are not permitted for driving tests or test drives (change of foreign driving licence).

Once you have passed your driving test, upload a copy of your new driving licence to the Mobility car sharing app or send it (front and back) by email to office(at)mobility.ch. It will then no longer be necessary for your accompanying person to come with you on your journeys. You can continue to use the mobilityLEARN subscription until it expires.