4.4 European Roadside Assistance

Our Assistance* includes:

  • roadside assistance in Belgium and Europe including jump-start assistance (in order to fix a flat battery), tyre/wheel change, opening locked doors, emergency repairs or parts replacement, fuel supply, rescue if the Vehicle is stuck in snow or soft ground, and more;
  • towing the Vehicle to a repair workshop which is a member of the network of approved service providers in Belgium or to the closest repair workshop which is a member of the network of approved service providers if the breakdown or accident occurs outside of Belgium;
  • providing with an Assistance Vehicle (hereinafter referred to as "AV") for a maximum of five (5) calendar days. Please note: when requesting an AV, please do not forget to mention whether Your driving licence requires an automatic transmission. The category of this AV, as well as the energy supply type for this AV, may differ from the category and energy supply type of the Leased Vehicle under the Lease Agreement (depending on the availability of the moment);
  • the AV provided must be returned to the AV's rental agency at the end of this period. Our Assistance shall arrange for the beneficiary of the assistance to be transported to the garage where the Vehicle is being repaired. After these five (5) days have passed, You may keep this AV until Your Vehicle is fully repaired, provided that You pay the rental fees (the rental fees for this AV shall then be charged to You as from the sixth (6th) day that You use it, based on the standard Short Term Rental tariffs, which shall be sent to You upon request), unless You took out the "Replacement Vehicle" service and it is therefore included under the Services provided by Arval under Your Lease Agreement. Should this occur, the "Replacement Vehicle" service provisions in the General Terms and Conditions shall apply.

Please note! The number of kilometres that an AV is driven shall always be counted as kilometres driven under Your Lease Agreement during the Mileage Settlement on Your Vehicle when it is returned (see General Terms and Conditions). Please note that You shall pay the energy costs (such as fuel or electricity) for the AV in all circumstances.

 

  1. If Your Vehicle is immobilised outside of Belgium (i.e. in Europe) on the road as a result of an accident or a breakdown, You are entitled to:
  • have an assistance from a mechanic;
  • have the Vehicle towed to the nearest garage if Your Vehicle cannot be mobilised at the location where it has been immobilised;
  • an AV for a maximum of five (5) calendar days, see above;

 

  1. if the Vehicle is immobilised at the destination location, Our Assistance shall arrange the repatriation of the Vehicle and its passengers to Belgium (i) if the estimated repair period stated by the garage is more than three (3) calendar days, (ii) if the cost for repairs is over EUR 2,000, (iii) if Arval does not consent to the repairs because the estimated costs from the garage are not in line with the market price; or (iv) if the repair cannot be completed before the Authorized Driver leaves the destination location;

 

  1. if the Vehicle is immobilised during the journey to the destination location and cannot be repaired on the same day, Our Assistance shall arrange and pay for:
  • either the hotel costs – which must be approved beforehand by Arval – for the Authorized Driver and the passengers, while awaiting the repairs on the Vehicle.
  • or the repatriation of the Authorized Driver and the passengers to their home in Belgium by first class train, by economy class air travel or in an AV. For return travel to Belgium, an AV shall be provided until the next working day.
  • or for continuing travel to the intended destination location, an AV shall then be provided until the repairs on the Vehicle are completed.

 

If You decide to have Your Vehicle repaired at the location where it became immobilised, without however waiting for the repairs to be completed, You must come and collect Your Vehicle in the garage where it has been repaired. Arval shall always do its best efforts to find the best solution for all the Parties.

 

  1. if the Vehicle is immobilised during the return travel, Our Assistance shall arrange and pay for repatriation of the Vehicle, the Authorized Driver and the passengers to Belgium.
  • Our Assistance shall appoint a replacement driver for repatriation of the Vehicle, the Authorized Driver and its passengers if:
  • the Authorized Driver and none of the passengers are able to drive (due to injuries or illness, for example);
  • the Authorized Driver had to return to Belgium in an emergency (due to a death or accident in his family, a burglary or a disaster at his home);
  • the spare parts required for the Vehicle to function properly cannot be found abroad.

Please note! The number of kilometres that an AV is driven shall always be counted as kilometres driven under Your Lease Agreement during the Mileage Settlement for Your Vehicle when it is returned (see General Terms and Conditions). Please note that You shall pay the energy costs (such as fuel or electricity) for the AV in all circumstances.

 

Our Assistance exclusions

Exclusions shall be applied on Our Assistance services in the following cases:

  • damage resulting from using drugs (unless medically prescribed), alcohol abuse or medication abuse;
  • no requests for assistance have been made or approved when the events occur, unless the beneficiary can prove that he was unable to contact Our Assistance due to force majeure or due to a police intervention or emergency services, and that he did so as soon as possible.
  • the beneficiary has not followed Our Assistance's instructions;
  • damage resulting of attempted crime or suicide attempts by the beneficiary or by one of his passengers;
  • participation in dangerous sports (such as rallies, competitions, motor competitions and speed trials);
  • general search costs, i.e. the costs for locating a stolen vehicle/number plate;
  • any transport not ordered or authorized by Our Assistance;
  • damage resulting of events caused intentionally by the beneficiary or as a result of wilful non-compliance with the laws and regulations of the countries being visited;
  • accidents that do not result in the Vehicle being immobilised;
  • incidents occurring after the first ninety (90) days during an extended trip abroad.

 

*The countries covered by Our Assistance are as follows: Albania, Andorra, Austria, Bosnia and Herzegovina, Bulgaria, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Mainland France, Germany, Grand Duchy of Luxembourg, Mainland Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Macedonia, Malta, Moldova, Monaco, Morocco, Netherlands, Norway, Poland, Portugal (mainland part), Romania, San Marino, Serbia Montenegro, Slovak Republic, Slovenia, Spain (except Canary Islands), Sweden, Switzerland, Tunisia, Turkey (Europe and Asia), Ukraine, United Kingdom and Vatican City. Please note that this list of countries may change from time to time. In case of doubt, please contact Our Assistance.