FAQ: Frequently Asked Questions
Everything you need to know about car hire with Mobility Star
In this section, you will find answers to frequently asked questions about car and van hire in Jesolo, the services offered by Mobility Star, and how to book, collect and use the vehicles. This information is designed to ensure complete transparency and help you choose the transport solution that best suits your needs.
Smoking Regulations
1. Is smoking allowed in the vehicle?
Mobility Star enforces a strict no-smoking policy in all vehicles. We will charge the hirer a special cleaning fee if the returned vehicle requires special treatment to remove traces of smoke.
Breakdown of the hire car
2. My hire car has a technical fault – what should I do now?
Please contact CUSTOMER SERVICE on +39 351 7082442. For on-site assistance, please call 800 092 092; from abroad, please call +39 0117425555. Our team will assist you as quickly as possible.
3. Do I need to inform the police if there is a breakdown?
Only if there is a danger or if other vehicles are involved. Otherwise, simply report it to our customer service team.
4. Can I try to sort it out myself?
Please do not attempt to repair it yourself. Our experts will take care of everything.
Theft or burglary
5. What can I do if items are stolen from my hire car?
Our general terms and conditions exclude liability for items stolen from the vehicle. We strongly recommend that you report such incidents to the police immediately.
6. Who should I contact if my hire car is stolen?
In the event of theft, please contact us directly on +39 366 3815160.
Accident involving a hire car
7. What should you do in the event of an accident or vehicle breakdown?
Please contact our 24-hour accident helpline immediately, and they will advise you on the next steps: +39 351 7082442. Please note that failure to report the incident or damage within 12 hours may result in you being liable for any costs incurred. Please also contact us on +39 351 7082442 from Monday to Friday, 09:00–13:00, or send an email to: info@jesoloauto.com
8. I’ve been involved in an accident. What should I do?
- Stay calm and make sure you are out of danger.
- Contact the police at 113*.
- Obtain information about all parties involved in the accident.
- Take photos of surrounding areas, intersections, and vehicles involved.
- Use caution when taking photos.
- Complete the damage report with as much information as possible.
- If the vehicle is not usable, contact roadside assistance at 800 092092.
9. What should I do if I have caused damage to another vehicle?
Please contact the local police to report the accident. Afterwards, call Mobility Star on +39 351 7082442. If the vehicle is roadworthy and safe to drive, you may continue to drive the car until the end of the hire period. If
the vehicle is not roadworthy, please call the breakdown service on 800 092 092
10. Is damage to windows and tyres considered normal wear and tear?
No, the customer is liable for any damage to the windows and tyres. Mobility Star offers additional cover for these parts of the car. Exclusions apply.
11. What should I do if my vehicle breaks down or I’m involved in an accident?
When the car is handed over, Mobility Star provides details of the key contact numbers to call in the event of a breakdown or accident.
Accident involving a hire car
12. Repairs to your hire car Can I repair the damaged hire car myself?
No, our vehicles cannot be repaired by customers. Mobility Star has its own authorised repair workshops.
Vehicle inspection and reporting of damage
13. What happens if the vehicle is damaged during the hire period?
If any damage to the vehicle occurs during the hire period, this will be inspected when the vehicle is returned and you will be charged the applicable repair costs. If an accident has occurred and the hired vehicle is
no longer roadworthy, please contact our roadside assistance team on 800 092 092
Administrative offences and tolls
14. Who is liable for administrative offences during the hire period?
In accordance with the General Terms and Conditions, the hirer is fully liable for all costs and expenses incurred as a result of administrative offences and traffic violations. We will provide the requesting authorities with the hirer’s details, as specified and accepted at the time of hire.
15. How do I know if there has been an administrative offence?
If an administrative offence has been committed, you will be contacted directly in writing by the relevant authorities or by Mobility Star.
16. I haven’t committed a crime, or the vehicle has never been at the scene of a crime. Who should I contact?
Lodge an appeal with the relevant authorities.