Frequently asked questions by makers.

Bookings can be made directly via the Trailondo app or our website. Since you always need your smartphone with the app to unlock the vehicle or trailer, we recommend booking directly in the app. Select the date and time, pay conveniently online, and unlock your trailer or vehicle on-site without a PIN – simply with your smartphone.

You can rent vehicles or trailers for up to three months at a time. If you need them for longer, please contact our support team – we'll find a solution.

We allow a 30-minute grace period. After that, a surcharge of up to the full daily rental rate may be charged. The app automatically calculates the surcharges for the extended rental period, which are then billed at the end of the rental. We never charge more than a full daily rental rate in total. This ensures you are not disadvantaged, even if the rental takes longer than expected. Please note, however, that extreme delays can prevent subsequent renters from accessing their vehicles. In such cases, we are entitled to charge a pro-rata share of the demonstrably lost revenue. Therefore, please ensure you adhere to your rental time window. You can check the availability of your vehicle after the originally booked period via the booking calendar and the rental extension option.

If you can't open a lock, there are usually two reasons. Either you haven't activated Bluetooth and forgotten to grant the app permissions, or the lock is defective, which is actually very rare. Uninstall the app and reinstall it, making sure you correctly grant permissions for Bluetooth, location, and camera. If you still have problems after that, please contact our support team at info@trailondo.com or simply give us a call.

Absolutely YES. And that's at no extra cost! Our trailers are professionally insured, even across all European borders and in third countries like the UK, Switzerland, and Liechtenstein. You may travel with our trailers throughout the EU as well as in the UK, Switzerland and Liechtenstein. Travel to Russia, Belarus, Turkey and other third countries such as Moldova or Georgia is not permitted. Please also check the respective entry requirements of each country.

Yes, that's possible. If you find you need a trailer for longer than expected, you can extend the rental period. Please note, however, that this is only possible if the trailer is not already booked for your chosen period.

You can cancel your booking free of charge up to 10 minutes before the rental begins. Once the rental is activated, cancellation is no longer possible. If a vehicle or trailer is unusable at the start of the rental, document the damage via the app – you will then receive a refund within 7 days. Important: If you cancel a rental 3 times within 30 minutes, we will temporarily block your account for security reasons. Your account will then be reactivated. Please ensure you choose your rental time slot carefully.

We only collect data that is legally required for rental purposes – such as your name, address, date of birth, driver's license number, ID number, and location. This data is stored exclusively in encrypted form in certified data centers in Germany and the EU.

Yes. We use state-of-the-art encryption methods and host our systems exclusively in Germany ("Data Hosting Made in Germany"). For questions regarding data protection, please contact info@trailondo.com (subject: "Data Protection").

In the app, go to "Open vehicle" or "Open lock". Hold your smartphone nearby (max. 8 m) and wait until the lock lights up green. For trailers, you have 5 seconds after each unlocking impulse to turn the cylinder to the right – the lock will only open after turning the cylinder, not automatically. Our black Economy locks unlock automatically.

1. Check that you’re standing at the correct trailer (use the license plate comparison in the app!)
2. Check if the lock cylinder flashes green (for 5 seconds) after you press the unlock command
3. If the lock jams while you turn the cylinder to the right, gently pull on the shackle
4. Make sure Bluetooth, location services and camera access are available.
5. If you encounter problems: Restart or reinstall the app – your data will be retained.
6. If the problem persists, contact support or call the emergency number in the app.
   Note: Older Huawei and Xiaomi smartphones may be incompatible.

Yes. A valid driver's license is required to use our vehicles. Verification is carried out digitally once during registration and periodically at regular intervals of several months while using the platform.

Trailondo automatically checks which trailer you are allowed to drive, based on your driver's license and the permissible total mass of your towing vehicle. You no longer have to do the math. Once you have entered the permissible total mass of your towing vehicle, you will only be shown the trailers you are allowed to drive with your license class. This rules out miscalculating and ending up on the road without the required license. Please make sure, however, that you enter the permissible total mass correctly in the app. Incorrect information can lead to an incorrect vehicle allocation. You are always liable for this. So use the app carefully and strictly in line with the actual values in the vehicle registration certificate of your towing vehicle.

Please contact our support team, providing your name and the email address you used to register. We will then gladly activate your additional license categories. If this isn't fast enough, you can also delete your account via the app's settings and create a new one. This will trigger a new driving test. Please note that this is only possible once. For security reasons, we do not allow the use of the same driver's license for multiple accounts.