Protection & Incidents – Guests

Protection & Incidents

Guests

Managing incidents & accidents

What should I do if there is an accident?

In the event of a car accident, click here and follow the instructions.

Insurance & protection plans

Comprehensive rental insurance (Tuuggo – Caravela)

Our partner Caravela Seguros is one of the most recognized insurers in mobility in Portugal. Together with Tuuggo, we have built complete vehicle insurance coverage between individuals.

The insurance policy number is 8.00002476. You can find more information regarding the General Conditions of the Policy here.

Full comprehensive cover in case there is damage to the vehicle, fire, theft, or glass breakage, and complete 24/7 assistance in case of breakdown or incident. If your car is immobilized on the road, call +351 211 571 982.

You can find more information in the insurance terms.

Terms

• The guest must be 21 years or older.
• The guest must have a valid driving license for at least two years.
• Photos of the car must be taken previously to completing check-in and at checkout. Check our trip photos guide here.

Insured object

By insured object, it is understood the light passenger vehicle, all-terrain, and minivan with a gross weight of up to 2800 kg, the object of a rental contract, registered on the Tuuggo digital platform and its inclusion in this contract communicated in advance, in accordance with the conditions of access to the previously defined service.

Coverage

The guarantees are as follows:

• Compulsory third-party liability up to €7 750 000;
• 24/7 travel assistance;
• Legal aid;
• Capital guaranteed up to €100 000 for the damage resulting from a shock, collision, overturning, fire, theft, storm, natural phenomena, or act of vandalism;
• Bodily injury to the driver with no excess and cover up to €1250;
• Glass breakage covered up to €1500.

Excess rates / Deductible

Insurance excess or deductible is applied in case of responsible damage or with an unidentified third party.

The glass breakage excess is 150€ in case of replacement of the glass element and no excess in case of repair (with a ceiling of 1500€ for repairs). Any glass breakage resulting from misuse by the renter will be excluded from the insurance cover.

For other damages, the excess amounts increase to €1,500 per incident.

An insurance excess applies, according to the following principle “One incident = one excess to pay”. Each excess will be determined according to the nature of the incident.

Use

Cover for private/recreational travel, excluding any onerous transport of persons and goods. The following trips are authorized:

• Europe: Portugal.

Exclusions

This covers damage in the event of an accident, i.e. resulting from an accidental, sudden, and unforeseen incident that occurred during the rental of a vehicle rented through Tuuggo and whose repair costs exceed the amount of the insurance excess subscribed. Specific vehicle components are excluded from insurance coverage:

• Damage to tires due to piercing, braking, or punctures
• Extras (items that some hosts may offer you for an additional cost, e.g. surfboard)
• Accessories or elements, whether or not they are brand originals, which are not attached
• Personal objects taken from the vehicle following a burglary, whether they belong to the renter or the owner
• Theft(s) by a person in close contact with the driver (employee, family member)
• The loss of or damage to any vehicles (mechanically damaged) towed by the insured vehicle
• The loss, damage, or theft of objects belonging to the Owner
• Damage to the vehicle whose only cause is overload or wear and tear
• Glass breakage on elements through which light does not travel
• The breakage of glass if it results from misuse by the tenant (mishandling, undue use of the open window, etc.)
• Stickers when they are not original.

 

In addition to the exclusions indicated in the General Conditions of the Policy, the following uses of vehicles are excluded:

• Taxis, including Letters T and A; TVDE; freight and passenger transport companies; circulation in ports and airports; participation in competitions; transport explosive, flammable, combustible, and chemical materials.

Find more information in the insurance terms.

Protection plans

The protection plan depends on the vehicle’s current value, which is calculated by applying the depreciation factor to the vehicle’s purchase value at the time of its first registration, without any commercial discounts.

The protection plan is automatically defined by Tuuggo.

You can find the protection plan that applies to the car you want to rent in the following table:

The information above does not exempt the detailed reading of the general and special conditions of the policy.

Insurance discounts

We have discounts relative to the insurance prices for longer-term rentals and you can find them in the following table:

Managing vehicle damage

How should I deal with car damage?

You and your host can often work together to repair problems involving physical damage to the host’s vehicle most quickly and affordably without the help of Tuuggo. You can avoid paying administrative costs and fees if you resolve things directly with your host. It restricts your financial obligations to the out-of-pocket maximum associated with your protection plan.

How can I communicate with my host directly?

If there is damage, your host will decide whether to contact you personally or submit a claim to Tuuggo. If you report the damage, we will let the host know. 30 days after your trip ends, we will automatically close the damage complaint if your host does not respond. If your host tries to address the issue with you personally, you have the option of agreeing to do so or declining and asking Tuuggo to handle the claim. After your booking is over, you and your host have 20 days to request that Tuuggo take over the claim. If you haven’t heard from your host in three days, don’t feel comfortable working with your host any longer, or want us to make a final judgment based on Tuuggo policies, you might wish to involve Tuuggo. Send us a message by replying to the email that served as your damage notification to request our assistance. You can email us at admin@tuuggo.com. Keep in mind that you will be liable for the claims’ administrative processing fees and appraisal expenses, which vary by region, if you want Tuuggo to handle the damage settlement procedure. Tuuggo won’t be able to handle the claim if more than 20 days pass if you or your insurance provider compensate your host in any way.

Collaborating with your host and Tuuggo

You can collaborate with your host in any way that is convenient for you both. We advise adhering to a similar procedure and keeping all conversations within Tuuggo message system.

Decide what damage was sustained throughout the journey. Together, go over the pre- and post-trip images. Ask your host to offer close-up and multiple-angle views of the affected area(s) if you need more images to fully grasp the damage.
Your host should have 72 hours to offer you a repair quote. If after that time your host hasn’t contacted you, they might be obtaining several quotes. Ask them when you can anticipate the estimate by contacting them via Tuuggo chat.
Consider the estimate, then react. Check the estimate to make sure it only includes the cost of repairing any damage that occurred during your booking. Ask your host to connect you with their repair shop so you may receive answers to your questions and/or bargain for a lower price if you have any, or if you do not agree with the price.
Choose whether you want to pay for the damage with your personal insurance or your protection plan. Contact us so that we can help if your insurance provider requests information from Tuuggo in connection with a claim you are making with them. Your host can only demand that you pay up to the out-of-pocket amount specified in your protection plan if you want to utilize it.
Plan the payment. We advise using a digital payment system like MBWay or PayPal. Cash should only be used if both of you can sign the receipt and give copies of it.

Reporting a car that is unsafe

Reporting a car that is unsafe or unsatisfactory

If you encounter any issues with the safety or condition of a car rented through Tuuggo, you should report it immediately to the host and Tuuggo customer support. Some examples of issues that should be reported include:

• The car does not meet legal requirements or is unsafe to drive (e.g. outdated or missing registration, missing insurance card, missing license plate, broken headlights, broken mirrors, bald tires, etc.)
• The car is not clean or smells of smoke
• A safety issue arises during a trip

To report an issue, you should:

• Inspect the vehicle thoroughly and take pre-trip photos
• If you have concerns, do not complete check-in and immediately contact your host or Tuuggo customer support
• Provide clear photos of the car’s condition
• If you are unable to reach an agreement with your host, contact Tuuggo customer support at the appropriate number:
  • PT: +351 933 778 811

Tuuggo will typically cancel the trip and help you find another car. If a suitable replacement is not available, you may be eligible for a refund. Guests are strictly prohibited to make any alterations, additions, or improvements to a host’s vehicle without explicit approval from the host or Tuuggo.

Vehicle is either illegal or dangerous to drive

You should be given a well-kept and secure vehicle. If not, your host and/or Tuuggo will assist in making things right.
Take extensive pre-trip photos and a car inspection. If you have any worries, hold off on checking in and speak with your host right away.

You might be able to get another car from your host or have alternative arrangements made for you. If you are unable to reach an agreement, take detailed pictures of the state of the car and post them on Trip Photos. Contact Tuuggo support at +351 933 778 811.

The following are examples of safety-related factors: 

• an out-of-date or missing registration;
• a personal insurance card that is missing;
• a license plate that is missing;
• broken headlights;
• defective mirrors;
• bald tires.

The car is dirty or has a cigarette odor

Take extensive pre-trip pictures and the car in for inspection. If you have any worries, do not finish check-in and call Tuuggo Support at +351 933 778 811 (PT)  right away. 

Once you call support, a representative will assess the circumstance. Usually, we will postpone your trip and assist you in finding another vehicle. We will give you a refund if we are unable to locate a nearby vehicle that meets your requirements. If you do not finish check-in, you might be the sole person who is entitled to a full refund. After checking in, customers of Tuuggo have two hours to report a problem and still be entitled for a full refund.

Vehicle has a safety issue when traveling

Inform your host if there are any lingering questions about general safety. Contact Tuuggo Support if you try contacting your host and do not hear back within 30 minutes. Contact customer service at +351 933 778 811 (PT). Tuuggo forbids guests from modifying, enhancing, or adding to a host’s car without the host’s or Tuuggo’s express consent.