Frequently Asked Questions
 Maintenance
When do I need to book my car in for a service?
If everything appears normal, just arrange services at the intervals specified in the vehicle's handbook. These
intervals will vary according to the make and model of your car. If, however, you notice even the smallest
irregularity - an unusual noise or incorrect operation for example - please get your car checked out. Better safe
than sorry! In addition, you must not forget to check the oil and coolant levels every 1.000 km
Where can I arrange a service?
At any of the dealerships on the Arval approved list. All repair and maintenance activities are to be undertaken by
an official brand dealer or by a service dealer appointed by that dealer. You will have received a list of addresses
from that dealer.
Just what does the 'maintenance' service cover?
General maintenance and checking of the vehicle, as specified by the manufacturer. Repair and replacement of
components (brakes, clutch, bearings, exhaust, etc.) resulting from normal wear and tear. The costs of labour,
lubricants and oil changes are also included.
Do I have to pay anything when I pick up my car after one of these services?
No, nothing at all. Arval checks and pays invoices directly with no intervention required on your part. You need only
fill in the order form and sign for receipt of your vehicle.
What is not included in this service?
Any form of wear and tear or any mechanical defects that are not the result of normal use of your vehicle and for
which the driver is responsible. The most frequent example we see is engines running without oil. The costs of
cleaning, polishing, valeting, storage, parking, surcharges in peak hours, tolls and the like, as well as the costs of
traffic offences, are never be paid for by Arval.
Is the contract also valid abroad?
Absolutely. We think it's only normal that you should be able to use your contract to solve any problems you may
have, even when travelling outside the Netherlands. When you are abroad, invoices must be paid for yourself, and
we then reimburse you the amount you would have paid for an equivalent service in the Netherlands.
Is there a mandatory vehicle test?
Yes. The Vehicle Roadworthiness Test (APK in Dutch) is a legally mandatory test for private cars and vans up to
3.500 kg loaded weight. The annual test obligation commences for cars 3 years after the issuing of the license
certificate part I. For diesel vehicles, an emissions test is also required from the same date.
You can determine yourself by looking at the issue date of the license number of your lease-car when it has to be
tested. Preferably, the A.P.K. should to be conducted at the same time as your car goes in for a major overhaul.
 Tyres
What is included in the 'tyres' service?
This service includes the replacement and repair of tyres according to the requirements. All costs of removal and
refitting, balancing, and labour are included.
When can I have my tyres replaced?
Tyres can be replaced when they are worn equally to a depth of 2 mm or less of the head profile tread. If the lease
car is provided with a normal spare tyre - this does not mean a 'get me home' - it will be used as replacement tyre.
After this, the best of the replaced tyres will serve as the spare tyre.
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What sort of tyres do I choose for my vehicle?
Obviously, repairs and replacements of tyres must conform fully to the vehicle's original equipment. Arval will
select the actual make and model, with your safety uppermost in mind.
Who can I get to fit new tyres?
You can only have the work carried out by a tyre specialist (Euromaster, Profile Tyrecenter or Kwik-Fit). In all cases,
this will contact Arval beforehand. You will find a list with the other documents in the car. These centres all feature
professional reception, expert advice, and fast and efficient service.
In an emergency, can I just present my car at one of these centres with no appointment?
Of course! Because our approved centres are spread across the country, you are sure to find one near you. It is
perhaps more convenient to make an appointment in advance, both for you and the centre, but it is by no means
necessary.
Will I need to pay anything when picking up my car?
No, provided that you keep to the terms of the contract and do not exceed the number of tyres it specifies.
What should I do if my tyres are damaged?
The tyre specialist or the official dealer will be able to judge immediately whether your tyres need to be replaced as
a result of damage.
This might be caused by external damage or by a manufacturing and / or material defect. In the latter case,
replacement will probably be covered by the factory guarantee.
 Winter tyres
Why should I take winter tyres?
In the winter, driving conditions are particularly difficult: You and your vehicle are put heavily to the test. Cold, rain,
black ice, snow and fallen autumn leaves can disrupt your journey. Do you want to still remain safe under these
difficult weather conditions? Choose winter tyres. Due to their tread and special composition, winter tyres ensure
the best grip and therefore optimal safety under all slippery conditions!
What are the benefits of winter tyres?
The key benefits:
- optimal grip at temperatures under 7°C
- less risk of aquaplaning due to effective water removal
- improved road holding on bends
- shorter braking distance
Optimal grip and road holding thanks to a special rubber compound. For winter tyres, a special rubber compound
with silica is used that readily adapts to low temperatures so a winter tyre has significantly more grip (+12%) and
traction at temperatures under 7°C than a summer tyre. Not only when it is snowing or raining, or there is black ice,
but also on dry and cold roads. Winter tyres perform at least as well as summer tyres in terms of their driving
comfort.
Improved road holding and a shorter braking distance due to fine tread The winter tyre has a special tread that
consists of fine grooves. As well as optimal grip, these give greater comfort and improved removal of water or wet
snow. This means that the tread of a winter tyre is much more suitable for removing rain, snow and dirt than the
tread of a summer tyre. This reduces the braking distance (approx. 10%) and gives greater grip. The result: Better
road holding with greater driving comfort and reduced risk of aquaplaning.
When do winter tyres have to be substituted?
Our advice: substitute them under 7°C. As soon as the temperature drops below 7 °C, winter tyres perform better
than normal (summer) tyres. Due to the low temperature, the rubber of a summer tyre becomes harder and hence
loses a lot of its good characteristics (grip, comfort). The tyres then lose their grip on the road surface and when
you brake it takes longer for you to stop. Generally, winter tyres are fitted in October / November. At higher
temperatures, the wear of the winter tyre increases significantly. So as soon as the weather changes from
predominantly cold to predominantly warm, you should have your summer tyres fitted again. This is usually around
March / April.
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Why must winter tyres be fitted in sets of 4?
Only fitting winter tyres on the drive axle is not sufficient for good performance and optimal safety in the winter. If
winter tyres are only fitted on the front axle, performance is improved during acceleration. But the vehicle gets out
of balance sooner, and will then turn on its axis. It is therefore important to fit 4 winter tyres to the vehicle. For
vehicles with four-wheel drive, it is of course an absolute must to fit winter tyres in sets of 4.
Do winter tyres wear faster than ordinary tyres?
In principle, winter tyres do not wear more quickly than normal (summer) tyres during winter conditions. When the
average temperature rises above 7 degrees Celsius, however, winter tyre wear increases significantly.
What are the benefits of the Arval winter tyre arrangement?
- fixed monthly premium
- availability of winter tyres throughout the whole contract period
- premium included in lease amount so no separate invoice flow
- reminder when it is time to change the tyres
- tyres that are not in use are stored - Winter tyres possible for grey registration vehicles.
What does an Arval winter tyre arrangement cost?
A winter tyre arrangement for yellow and small grey (laden weight 850 kg max.) registrations costs EUR 8,00 per
month excluding VAT.
A winter tyre arrangement for grey registrations (up to a laden weight of 3.500 kg) costs EUR 11,55 per month
excluding VAT.
What are the terms and conditions of the Arval winter tyre arrangement?
- the driver must have the permission of the fleet manager to include winter tyres in the lease contract
- winter tyres must by substituted and stored by Euromaster. From the time that the lease vehicle concerned
takes part in the winter tyre programme, the tyres (winter and summer) may only be changed by this tyre
specialist
- the arrangement applies only to current tyre sizes (maximum 17 inch rim). The winter tyre will have the same
size as the existing fitted tyre
- Arval reserves the right to have a winter tyre of one speed code lower than the summer tyre. The winter tyre
has max. H as speed code
- the lease vehicle must continue to run for 2 years and 60.000 km. There is a recalculation from the time of
participation
- winter tyres are made available during the whole period of the contract
- the brand and type of winter tyre that will be fitted shall be determined by Arval
- the second set of winter tyres will possibly have been used but will meet the legal standards
- if you receive a new vehicle with the same tyre size and the winter tyres of your previous vehicle still meet the
legal standards, this winter tyre set will be used first
- you are in agreement with the passing on of your contact information to Euromaster in order to be able to
make an appointment for the fitting or changing of the tyres (only required information such as name and
telephone number).
How do I enter into a winter tyre contract?
Call, fax or email us for a winter tyre contract! Telephone +31(0)76 578 36 00 Fax: +31(0)76 578 36 01 email:
[email protected]
 Damage
Should I report all damage?
All damage, no matter how small it may be (so also including parking damage, damage to your headlights and so
on) has to be reported to Arval within 24 hours.
You will also need to fill in the Damage Report Form (schade-aangifteformulier) on both sides, sign it, and send it to
Arval within 48 hours. We point out to you that unreported damage will be determined when the lease car is
returned. It will, however, not then be possible to claim the cost from the insurer and therefore you
and / or your employer will be charged for the costs of repair.
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What must I do if I am involved in a collision?
Should you find yourself involved in a collision, you can call upon Arval 7 days a week, 24 hours a day. If possible,
we ask you to fill in the Damage Report Form immediately on the spot, possibly with the other party, on both sides
and sign it. This will avoid problems or disputes later on. In the event of personal injury or uncertainty concerning
blame, we advise you always to involve the police. Summons, settlement proposals or liability claims must be sent
to Arval without any promise made on your part.
What should I do when I have suffered loss due to theft or break-in?
With losses as a result of break-in in or theft you must always make a statement to the local police. When you do
this you will receive a 'proof of statement'. You must send this together with a Damage Report Form to the damage
department of Arval.
If there is no 'proof of statement', losses due to theft and / or break-in will not be entertained by the insurer.
What do I do if I suffer damage while parked? (Guarantee Fund)
If your lease car is hit by an unknown vehicle while parked, you may be able to recoup the cost of the damage from
the Motor Traffic Guarantee Fund. In any event, you must make a statement to the police immediately.
There must also be a testimony from at least one witness. In certain situations it is possible for relatives to testify.
Who may or should repair any damage?
Repairs can be undertaken by a damage repair company appointed by the lease company after permission has been
granted by Arval. Damage to the sheet metal work must be repaired immediately. The damage repair company will
contact Arval and perform the tasks. For repairs of damage for which you filled in a Damage Declaration Form you
need not fill in an assignment ticket.
What happens if I have damage to my windscreen?
If you have damage to the windscreen of your lease car you can, after having contacted Arval by telephone, have it
repaired or replaced by a windscreen specialist appointed by the lease company. You do not have to fill in a
Damage Declaration Form. For windscreen damage repaired by Carglass (Phone: 0800 0406 free, 24-hour
emergency number), the own risk that will be applied will be decreased by 68,07 euro.
Note: Only original windscreens may be used. It is, therefore, not possible to replace an untinted windscreen by one
with tinted glass. For windscreen repairs according to the Novus method, no own risk is applicable.
What about a collision abroad?
In the event of collision abroad you can turn to Arval 7 days a week, 24 hours a day. Outside office hours the Auto
Alarm Service (roadside assistance) will take a note of any damage and make sure it is taken care of. (0800 099
2236; from abroad: +31 (0)88 0203 555)
 Replacement vehicles
When can I get a replacement vehicle?
If the lease contract includes a replacement vehicle when necessary, you may obtain a rental car while your lease
car is being repaired. However, depending on the contract, if the repair can be undertaken within 24-hours the cost
will have to be met by the driver. You are also entitled to a replacement vehicle from the time that your own
vehicle is unable to move under its own power as a result of an accident or mechanical failure that cannot be
repaired on the spot, or if it is stolen.
Who should I inform if I need a replacement vehicle?
Notify beforehand your employer or a member of the Arval replacement vehicles department when and under what
circumstances a replacement vehicle may be called upon.
Before starting to use a rental car, you must fill in an assignment ticket and the rental company must always ask
the permission of Arval. When starting to use the replacement vehicle it is recommended that you check it for
possible damage together with the rental company. Only after this should the rental contract be signed. You should
check the car again when handing it back to the rental company. If you neglect to do so, an unfair own risk sum
could be charged.
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 Roadside assistance (Arval Assistance)
When do I qualify for roadside assistance?
From the time that you sign your long-term rental agreement, assistance is included. For each vehicle that you
lease from Arval you have the right to round-the-clock roadside assistance, 7 days a week, until the end of your
contract.
What should I do if I am in need of assistance?
The moment you are faced by any kind of immobility you should contact the Auto Alarm Service by telephone. To
contact us as soon as possible, dial +31 (0)88 0203 555 and the problem can be dealt with immediately. If you find
yourself somewhere along a motorway you can also use the yellow emergency telephones.
You will be automatically transferred as soon as you state that it concerns a lease car from Arval and you give the
Arval Assistance number to the ANWB operator.
Where am I entitled to assistance?
Throughout Europe. In the Netherlands, assistance is limited to technical support. In all other countries, you also
benefit from medical assistance.
Does this apply to the driver only?
No. Arval' assistance is enjoyed not just by the driver, but also by any passengers carried legally and free of charge
in the vehicle, both for medical assistance given at the scene and for repatriation.
What exactly does the cover include?
In the event of an accident or a serious mechanical defect, your cover entitles you to the following services:
Breakdown assistance or towing away of the vehicle and transport of any injured persons to hospital or repatriation
of passengers. In addition, you can also receive an advance to pay for the expenses that may arise from certain
legal proceedings. However, the precise extent of cover depends on the exact terms applied by Arval' assistance
partners in each country.
As stated, AAS involves the car and, therefore, not such items as a caravan or trailer. For this reason it remains
necessary, if desired, to insure accidents or technical problems involving a trailer separately.
What are the circumstances that entitle me to a replacement car?
From the moment that your car cannot move under its own power and cannot be repaired on the spot, you are
entitled to a replacement car. You also get a replacement car if yours is stolen. Of course, Assistance needs to be
included in the contract.
 Fuel
How to pay with the Fuel Card?
When you come to pay for your fuel, the cashier slides your card through an electronic card reader, which asks you
for your PIN code and the mileage, both of which are essential. You also state whether you are driving a
replacement vehicle.
Always check the correctness of the data shown on the display before agreeing to continue the transaction.
What do I do if my Fuel Card is lost or stolen?
In the event of theft or loss of the Fuel Card, you must report this at once to Arval by telephone or fax. You will also
need to confirm this to us afterwards in writing
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 Handing in a leasing vehicle
What is the procedure for handing in a lease vehicle?
As customer you are responsible for timely handing in a lease vehicle, when a lease contract has reached its end.
Your driver is requested to make an appointment to hand in his or her lease vehicle. This can be done by contacting
us by phone on 076 5783600 or via e-mail: [email protected] . The driver then has two options:
1. after you have made an appointment you bring the car to Arval, where the collection report is jointly produced
and signed
2. we make an agreement with the driver to come and collect the vehicle from their home, work or car dealer and
to produce and sign the collection report together. After the assessment, a transportation order will be granted.
If the driver does not make use of these options, he or she will give their agreement to the collection report
that will be produced by us on-the-spot in their absence.
Are there any costs related to handing in a lease vehicle?
The on-the-spot assessment and the transportation are without charge if the vehicle is replaced at Arval. If this is
not the case, transportation costs of €89.00 excluding VAT (BTW) will be charged (2009 rate).
What does a collection report look like?
During the creation of the collection report, digital photographs will be taken of the vehicle, documents, keys
present, mileage and any damage.
After closure of the case those photographs can be viewed on a special website: www.fleetcar.nl/ge. The password
is the license plate of the vehicle concerned.
Which standards are being used to determine the condition of the vehicle?
You can find the standards that we apply to determine the condition of the vehicle at the time of its return in this
manual:
Manual: 'End of contract inspection'
Does Arval perform the collection procedure?
With a view to continually improve our services, we have concluded an agreement with the Macadam company to
undertake the handing in procedure for lease vehicles at the end of their contract. We hope to increase further the
satisfaction of our customers with this initiative.
A significant improvement in the procedure is the fact that we make it possible for each driver to be present at the
creation of the collection report and so avoid any potential misunderstanding. The driver has different options for
this. After the collection report has been produced by an assessor, both the driver and the fleet manager can view
this report via the website: www.fleetcar.nl. The password is the license plate of the vehicle concerned.
 Contact
This page contains an overview of the different departments within our company. Please bare in mind to include
your license plate registration number and your contact details when you send us an email. General address:
Arval Fleet Services B.V.
Postbus 536
3991 GH Houten
Network of body shops
Winter tyres
Damage
Transportation
Online Key
Arval Assistance
Calling from
Customer Services
: click here for the location of the GE approved body shops
: for winter tyres please contact Euromaster
: report damage, green card, damage free declaration
email: [email protected] / telephone +31(0)76 578 36 00
: transportation & purchase price end of lease contract
email: [email protected] / telephone +31(0)76 578 36 00
: for all your queries around the Online Key application you can send an email
to [email protected]
: in case of technical breakdown telephone 0800 099 22 36
foreign country: +31 (0)88 020 35 55
: for all other questions. Email: [email protected] /
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telephone +31(0)76 578 36 00
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