Find answers to your most important questions

Mobility vehicles must be returned with at least one third of fuel level.

Refueling is free – the fuel card is in a holder in the glove compartment: remove the card from the holder with ignition off. The PIN code appears on the display – you can proceed to refuel. After refueling, please insert the card back into the holder.
Alternatively, you can also find the PIN code in the app on the overview of the corresponding reservation.

The fuel card can only be used in Switzerland, and only at petrol stations whose logos are printed on them and can only be used for fuel purchases:

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

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

→ Business customers can send us the fuel receipt by e-mail together with the form: repayment for fuel (PDF)

Please note that the electro vehicle must always be correctly connected to the charging station and the charging process started at the end of the journey, regardless of the charging level. 

For most of our charging stations, there is no charge for charging and the charging process starts automatically when the charging cable is connected. However, there are also charging stations where a home charging card or badge is required to start the charging process. The card is marked accordingly and is located behind the sun visor. The badge is in the center console of the vehicle. If the badge or home charging card is required, there are also physical instructions in the glove compartment and sometimes an additional notice on the charging station.

If you are not familiar with the procedure or if you have any problems, you can always contact our 24h Service Centre on 0848 824 812 – we will be happy to help you.

Further information on how to use our electro vehicles:

explanatory video 

user manuals 
 

In Switzerland, the police of the canton in which the traffic contravention took place, contacts Mobility to obtain the details of the driver. We pass those details on to the police. For this there will be an administrative charge of CHF 30. You will receive the fine from the police directly.

Our time rates and kilometre rates include everything: fuel and electricity, servicing, repairs, insurance, administration, Swiss e-motorway vignette, tyre changes, parking space rental and VAT. The rates for business customers are shown without VAT.

The costs are based on the kilometre and/or time rates for that vehicle category. On long journeys our day packages will automatically take effect. 
You can calculate the cost of your journey quickly and easily in the price calculator:

Price calculator

See our PDF for a summary of all the additional benefits and charges:

Fair play and fees

As a Mobility customer you are fully covered by third party, comprehensive and passenger insurance in the event of a loss event.

No, each Mobility customer must obtain his or her own Liability Reduction. Such cover is issued on a per-Mobility number basis.

Without this Liability Reduction, your deductible in the event of a claim could be up to CHF 5’000, depending on your age and driving experience (plus handling fees up to a maximum of CHF 100 per claim). The optional Liability Reduction reduces your maximum deductible, thus saving you from any unpleasant surprises in the event of a claim. The detailed deductibles can be found in the GTC (Article 18).

Calculate here

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

In general, it is permitted to take turns driving at any time, provided the reservation holder is in the vehicle and the driver is also a Mobility customer.

However, a rental start group is only reserved for those customers who belong to the same tariff group and live at the same address. This means that you can use reservations for each other without the reservation holder travelling with you. As a mobilityMEMBER and mobilityCO-MEMBER, you are automatically part of a group and may initiate reservations reciprocally.

Under no circumstances may a person who is not a Mobility customer drive a Mobility vehicle. You can register for membership on our website.

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.

Customers needing a car for a longer period can benefit from special rates offered by Mobility’s car rental partner Hertz.

Mobility vehicles must be returned to their original location.

You can reserve vehicle categories, but not specific models. Exception: Mobility-Return. There you can reserve a specific model of car in the Emotion category. The vehicles in the Emotion category can be booked from the age of 25. This category is not available for under 25 years old persons and 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 easily and quickly checked and reported on the Mobility app before you depart.

You can also easily and conveniently report damage caused by yourself without any other party involved up to 15 minutes after the end of the reservation via our Mobility app, including uploading photos of the damage

Open the vehicle via Bluetooth using the Mobility app, the Mobility Card or your SwissPass in card form.

Since we cannot clean the vehicles in the car sharing system after every reservation for logistical reasons, we are dependent on the assistance of our customers. Any soiling you have caused yourself must therefore be removed at your own expense.

Dirt that emerges during normal use of our vehicles can, however, occur. We therefore clean our vehicles regularly.

Please report heavy soiling by telephone 24h Service Center 0848 824 812, so that we can react immediately. In a serious case we can also search for an alternative for you.

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

Although our system calculates a charging lead time, we cannot guarantee a 100% charge at the start of the journey. If reservations are made within the next hour, the charge level will be displayed when the reservation is completed (unless the desired vehicle is on its way at the time the reservation is requested).

Before starting your journey, please check the charge level by switching on the ignition and contact our 24h service centre 0848 824 812 if it is insufficient for your planned journey. We will be happy to check for an alternative with you.
 

• 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 to bodywork must be reported using the Mobility app (except for accidents, which must be reported by telephone). You can check your vehicle for damage and report it in the app no earlier than 15 minutes before the reservation starts.

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

Please note our fair play rules and our fees.

The following examples of damage must be reported:

Small dent:

Deep scratch, paint removed down to the plastic:

Deep scratch down to the primer, dent and defective tail light:

Protruding part, cracked bumper:

Deep scratch on the bumper:

Scratches and paint damage (scratch on a wheel trim, paint coming off):

Big dent:

• Chipped paintwork a few millimetres in size caused, e.g. 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 our 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.

Deep yet relatively small scratch on the bumper:

Fine scratches on a door handle:

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

• 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 our 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 our fees.

Example of a vehicle involved in an accident:

Severe damage:

A detailed checklist 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 claim reporting here.

Yes. Lock the vehicle via Bluetooth using the Mobility app, the Mobility Card or SwissPass in card form and leave the ignition key (if existing) in the car.

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 the boot in a dedicated container or on a blanket. The vehicle must be thoroughly cleaned afterwards at the customer’s expense, and the vehicle must be ventilated before being returned.

You are permitted to park your own vehicle in the Mobility bay during your reservation, provided the bay is not in a multi-storey car park. To avoid being issued with a parking fine, please place a copy of the reservation confirmation behind the windscreen of your vehicle.

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

Important: There are also stations which are exempt from this and where private vehicles may not be parked. You will find the necessary information on the reservation confirmation or in the station information.

Of course. If you are back at least 30 minutes before your reservation is scheduled to end, you can end the reservation immediately using the "Terminate" button on the app. This saves you half of the remaining hourly rate. Exception: You pay the full price for the half hour or part thereof.

Always allow enough time for your reservations and, if necessary, extend them in good time. If this is not possible, call the 24h Service Center on 0848 824 812 immediately. Please note that you will still be charged fees for a late return.

FAIR PLAY AND FEES

Park the vehicle in the reserved parking space, switch off the lights and other electrical equipment and return the ignition key (where available) to the centre console. Lock the car via Bluetooth using the Mobility app, your Mobility Card or your SwissPass in card form and wait for the on-board computer to confirm your deregistration. 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.

If the fuel level is under 1/3, refuel the vehicle before returning it.

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

• Find out more about refuelling here

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

You have the following payment options with us:

• Monthly QR-bill (with mobilityPLUS from an invoice amount of CHF 25)
• Credit card (billing and debit direct of the journey and other outstanding services within 48 hours of the end of the journey)
• Direct debit (bank or post account is automatically debited) PDF  

You can set the desired payment method in the customer portal (https://my.mobility.ch/login) - after logging in, click on your name at the top right > Profile > Payment > Change payment method.

• TWINT
• Manual credit card payment

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

• E-Bill

E-Bill can be set up in the logged-in area of your e-banking. You can find us under "Mobility Cooperative". 

• Reka-Check / Reka-Card PDF 

You can send Reka-Checks by post to Mobility (Mobility Genossenschaft, Suurstoffi 16, 6343 Rotkreuz). We will use this credit to offset future services. The Reka-Checks must be received by us before the invoice is issued in order for these to be charged automatically.

With the Reka-Card you can pay your Mobility bill conveniently via www.rekanet.ch

• Gift vouchers

Please redeem your voucher directly in the customer portal (www.mobility.ch/login). In the logged-in area on the start page, you can redeem it under customer account.

Monthly automatic credit card debits aren’t possible. Journeys and other outstanding services will be charged to the credit card within a maximum of 48 hours of completion 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.

You can view your current credit and all invoices in the customer portal under Customer account or in the Mobility carsharing app. Mobility users are issued invoices on a monthly basis. You can check your unbilled journeys at any time in the app or the customer portal.

You can find more information about our invoices here.

You can settle Mobility invoices by credit card or TWINT on the customer portal under Customer account > Outstanding invoices > Invoice number or in our app. As soon as the debit could be processed successfully, the invoice will be settled.

eBill can be set up in the logged-in area of your e-banking. You will find us under "Mobility Genossenschaft". After successful activation, invoices will be sent to your e-banking exclusively via eBill and must be approved there. You will not receive a copy of the invoice by e-mail. You can view the invoices, trip details and credit overview at any time in the customer portal or the app under customer account. There you will also find a QR payment slip. Please note that these documents are not transmitted to e-banking.

If you reject an eBill in e-banking by mistake, you can find it at any time in the customer portal or in the app > customer account with QR payment slip.
 

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

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

Mobility Cooperative
Suurstoffi 16
6343 Rotkreuz

The amount will be credited to your customer account. The vouchers will take 15 days to be credited to your account.
 

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

HONDA E V2X

You can find more information about our vehicles here.

Mobility does not offer permanently installed child seats in its vehicles. We are unable to offer permanently installed child seats for children up to the age of four for reasons of liability (Mobility would be responsible for their installation and good working order) and for practical reasons (most families with small children already have a child seat of their own). Mobility recommends that customers provide their own child seats or booster seats.

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

Except the Transporter categories, every model of Mobility vehicle provides ISOFIX attachment points for up to two child safety seats on the outer rear seats. As the front passenger airbags cannot be deactivated manually in the transport category, the installation of a child seat for newborns/babies up to 9 kg in a ‘baby seat’ (full-shell seat) is not permitted. Booster seats for infants (seated in the direction of travel) from 9-18 kg are permitted.

No. There are no such vehicles in the Mobility fleet.  As an alternative, our transporter may be an option.

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.

Our vehicles are equipped with all-season tyres approved for winter as standard.

Our service employees do their best to remove snow and ice from the snow-covered vehicles. However, we cannot guarantee this during heavy snowfall. Therefore, you must allow enough time before making a reservation to clear the vehicle of snow and ice. Please note that shovels are not part of the basic equipment of the vehicle and must be brought along yourself. However, our vehicles are equipped with ice scrapers and snow brooms.

No, our cars are equipped with all-season tyres approved for winter as standard. If it snows so heavily that snow chains become necessary, our customers have to get them themselves.

Yes, we are happy to receive such suggestions. The parking space is particularly important because it forms the basis for every Mobility station. You can find information and a form for submitting your proposal at this link.
 

Yes, we are happy to accept such offers. Under this link you will find information and a form which you can use to submit your proposal. We will then check it.
 

Please report the loss of your Mobility Card by calling the 24h Service Center on 0848 824 812, so that the card can be blocked with immediate effect. You will then receive 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. We will find the item for you: On the customer portal, select the relevant reservation in the «Reservations» section and click on «Give feedback». You can then click on «Search request» and enter what you have lost.

We will search the item and if we find it, send it to you. The shipping costs will not be invoiced to you. The search request 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 the lost item.

Please leave items in the glove compartment – bigger items in the trunk of the vehicle, our staff will take care of the rest. You do not have to contact us. If you have taken the item with you, we ask you to return it to the vehicle.

In case that the item found is valuable, please call our 24 Service Center on 0848 824 812 for further assistance.

Yes! If you are a Mobility user and refer a new customer, you will receive a drive credit to the value of CHF 20. Detailed information can be found here.

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

Click on your name at the top right of the customer portal > Profile > Change password.

Your e-mail address must be verified so that you can log in with your e-mail address or request a new password. If you have not yet verified it, please use your Mobility number for the login and password request.

You have a SwissPass and want to use it as a vehicle key? Simply activate your personal SwissPass on the Mobility customer portal under Profile > Access cards > SwissPass.

Please note that in addition to the Mobility Card, access to the vehicles is only possible with a SwissPass in the form of a card.

Yes. Persons living in the same household as a mobilityMEMBER can benefit from reductions by becoming mobilityCO-MEMBERS. Becoming a co-member in a shared or family household is a great way of accessing Mobility's services, since all you pay is a one-off admission fee of CHF 250. The cooperative subscription element of the fee, CHF 100, is returned to you if you decide to leave the cooperative.

Cooperative households are able to form additional «groups». Members of these groups have reciprocal, flexible access to reservations. Reservations are charged to the customer making the reservation.

Business Customers:
For business customers, see "How do I cancel my Business subscription?" in the "Business customers" section.

Private Customers:
Cancellations of Mobility subscriptions must be notified in the customer portal. The cancellation also automatically affects the current liability reduction if this was concluded at the same time as the subscription. Please note the respective notice periods, of which you will be informed by e-mail via the renewal letter. If the cancellation period has expired, a cancellation can only be made at the end of the next term.

You can also find the cancellation periods here:

GTC

No, our subscriptions are personal and non-transferable. Other people may only drive the vehicle if they have an active Mobility account and the reservation holder is in the vehicle.

The 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 as a Business car sharing customer, your company has to be entered in the commercial register or registered for VAT with the federal tax authorities. This does not apply to public-sector bodies.

No, these terms apply to business use only.

Notice of termination must be given in writing by e-mail or post. The cancellation automatically also affects the current liability reduction, if this has been concluded.

Periods of notice for Business subscription & Business Light:
The offer can be cancelled at any time at the end of the month. Cancellation must be received by Mobility no later than four weeks before the end of the month.

GTC & Agreement for Business customers

If a business subscription is cancelled, the associated Liability Reduction also ends automatically.
 
If the subscription is to remain in force and only the Liability Reduction is to be cancelled, this can be terminated at any time at the end of the month. The cancellation must be received by Mobility in writing, by e-mail or post, no later than four weeks before the end of the month. As the monthly fee is charged retroactively, the last invoice will be issued after the expiry of the cancellation period

The learner driving licence is a valid driving licence and entitles the holder to use all subscriptions (except for a transferable company subscription). mobilityLEARN is specifically geared to the needs of learner drivers. It is cost efficient, valid for 12 months, with integrated Liability reduction S (to reduce of the deductible to CHF 1'000, plus a processing fee). 

The accompanying person must be able to take over the wheel at any time. For legal reasons, non-Mobility customers may not drive Mobility vehicles. Accompanying persons must also meet the statutory requirements of the Road Traffic Act.

Persons accompanying a learner driver on learner trips must use a Mobility subscription (except for a transferable company subscription). The important thing is to notify us with the «Confirmation by persons accompanying a learner driver» form.

Accompanying persons can register for a suitable Mobility offer at any time via the website. If you wish to register additional accompanying persons at a later date, please send us the form «Confirmation by persons accompanying a learner driver» again, signed by you and the new accompanying person(s).

Yes, it is possible to do the legally compulsory WAB courses with a Mobility vehicle. When making a reservation, please enter the course name in the reservation comment field.

No, you have to bring your own.

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, that is not possible. Mobility vehicles are neither approved for driving tests nor for test drives (transcription of the foreign driving licence).

Once you have passed your driving test, upload a copy of your new driving licence in the Mobility Carsharing app or send it (front and back) to us by e-mail to office@mobility.ch. It is then no longer necessary for the accompanying person to accompany you on your journeys. You can continue to use the mobilityLEARN subscription until it expires.
 

Trips abroad are permitted in the following countries, for which the insurance concluded by Mobility applies:

Switzerland and Liechtenstein, as well as in Albania, Andorra, Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Montenegro, Netherlands, Northern Macedonia, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, United Kingdom of Great Britain and Northern Ireland. 

If the Federal Department of Foreign Affairs advises against travel to a country to which Mobility permits international travel, travel to that country is not permitted.
In the event of non-compliance, the customer shall be liable for damages.

The customer must take care of traffic and other rules applicable in the respective country himself/herself (including those relating to prescribed vehicle equipment and other items of equipment).

Foreign fees such as environmental badges, tolls, road tolls and motorway toll stickers must be paid by the customer and cannot be claimed from Mobility.

Customers residing outside Switzerland booking a car may only drive it within Switzerland. It is the customer's duty to obtain information from the relevant customs office regarding the applicable legal provisions in relation to the individual situation.

Yes. The process is quick and convenient using the Mobility customer portal.

Yes, you can become a Mobility customer even if you are resident abroad. Registering with Mobility requires a valid email address and a credit card.