FAQ

How does Operational Leasing work at Arval?

What is included in the monthly rental?

* A vehicle of your choice
* Maintenance and repairs
* Unlimited number of summer tyres (winter tyres are optional)
* European roadside assistance
* A full insurance package (optional)
* Relief vehicle (optional)
* Road tax


How is my monthly rental determined?

Your monthly rental is based on:
* the chosen vehicle + options
* the annual number of kilometres you expect to drive
* the number of months you wish to lease
* any insurance that is taken out


What are the conditions for entering into an Private Lease agreement?

Anyone who is resident in Belgium and has a full driving licence can enter into a Private Lease Agreement.


Can I conclude a Private Lease contract with a temporary work contract?

This is possible. Before we enter into a contract, we carry out a standard credit check. The outcome of this check may be negative, as your temporary contract will probably end earlier than your Private Lease contract. In this case, it is possible to invite a second person for the credit check, who will vouch for you. This can be a partner, parent, family member or someone else residing at the same address.


Can I take a test drive?

Yes, you can visit the relevant vehicle dealer. Once you have chosen your favourite vehicle, you can request a quote from us via our website (www.arval.be/privatelease/en-be), by telephone on +32 (0)2 240 01 99 or by email at RetailSales@arval.be.

Order

How do I request a quote?

You can easily request a quote on our website (www.arval.be/privatelease/en-be). If the vehicle you are looking for is not available on our website, you can always contact us on +32 (0)2 240 01 99 or by email at RetailSales@arval.be. We will be happy to help you find the ideal vehicle.


What is the procedure for ordering a new vehicle from Arval?

Visit our website (www.arval.be/privatelease/en-be) or contact our team of experts by phone on +32 (0) 2 240 01 99 or by email at RetailSales@arval.be. We will be happy to help you find a new vehicle and help you choose the one that best suits your budget and requirements. We will provide you with a tailor-made quote and as soon as you accept the quote, we will carry out a solvency check once you have provided us with all the requested financial information. After we receive the result, you will receive the agreement, which you should sign and return to us. We will then inform you of the delivery time of your vehicle and contact you to arrange a delivery appointment.


What is the delivery time of my vehicle?

The delivery time depends on the vehicle you have ordered. If you have opted for a vehicle that is already in stock, delivery may be quicker.

Delivery and returns

When is my vehicle ready for delivery?

Arval will contact your dealer regarding the delivery date and let you know when your vehicle is ready.


Am I allowed to have additional accessories fitted to my vehicle after it has been delivered?

You may do so, but you will have to ask Arval for consent first. Accessories can be removed at the end of the contract, provided this does not damage the vehicle.


I am due to receive my new lease car soon and need to return my old one. How do I do this?

You may then leave your old vehicle at the dealer who delivered the vehicle and schedule an appointment for a remote inspection in your presence. Contact our Service Center on +32 (0)2 240 01 99 or at servicecenter@arval.be to arrange this for you.


Do I need to change the tyres before I hand in my vehicle?

You can always return the vehicle with summer tyres. Winter tyres are also permitted from 1 October to 31 March. Returning the vehicle with winter tyres outside this period will incur costs.


What should I do when returning my vehicle?

You must return the vehicle in a clean condition together with all official documents, accessories and keys. You can always return your vehicle with summer tyres. Winter tyres are also permitted from 1 October to 31 March. It is not necessary to fill up the fuel tank.

Fines

Do you pay my fines?

No, you are responsible for any fines. This also applies to any costs associated with impounding your vehicle, for example, as a result of a speeding ticket. Administrative costs may be passed on. You can view any fines you have received in our My Arval Mobile app.


What should I do if I want to challenge a fine?

You can appeal to the authority that levied the fine. Instructions on how to do this are included in the letter that comes with the fine notice. If you have any questions about the fine itself, please contact the relevant authority. They will be happy to help.

Fuel

What about my fuel and/or electricity costs?

The fuel and/or electricity costs and AdBlue* are the responsibility of the car drivers or the company, depending on what has been contractually agreed. It is also possible to obtain a free fuel card through Arval, but the fuel costs will be your own responsibility. Another option is to include the fuel costs in the lease price. Contact us for further information.
*If your vehicle requires this.

Insurances

How are the insurances arranged?

It is required by law to take out a third-party liability insurance for the vehicle. A legal assistance insurance and driver insurance are optional. If you wish, you can also take out a third-party liability, legal assistance insurance and driver insurance through Arval, in your own name and at your own expense. More information about Arval as an intermediary is available here: https://www.arval.be/en-be/assurmifid

Travelling abroad

What do I have to consider if I want to take the vehicle abroad on holiday?

Always have a certificate of insurance (previously known as the ‘green card’) and authorisation with you. You received both documents from Arval and they are included in your vehicle document set. Remember that you will need a special certificate for countries not in the EU or Schengen Zone. This certificate is easy to obtain. Simply submit an official request at https://www.rentadrive.org/en.


What should I do if I encounter problems while on the road?

In the event of a breakdown, call Arval Assistance on +32 (0) 2 245 73 72 or call your own assistance provider if no assistance is included in your contract. You can also call Arval Assistance directly via our My Arval Mobile app.

To avoid any unnecessary stress, it is best to save the assistance number and the emergency number in your phone: 112 (European emergency number). If you need assistance for your vehicle abroad, ask the garage owner to contact the Arval entity in the country where you are located to arrange invoicing. Arval will cover the repair costs and, in most cases, you will not have to pay anything yourself.


Which information about my lease car should I take with me?

* All essential data and documents relating to your vehicle (authorisation to drive the vehicle and the certificate of insurance (previously known as the 'green card') if you are insured by Arval)
* Other documents such as your driving license or vehicle registration certificate
* A map showing local service partners

Download the 'My Arval Mobile' app to ensure you have all the information about your lease car on hand.

Maintenance and tyres

What about AdBlue?

If the warning light comes on, you can have your AdBlue* topped up at a garage or filling station. The AdBlue costs are the responsibility of the car drivers or the company. Additional charges will apply if AdBlue is topped up by a garage.  
*If your vehicle requires this.


I just got a new vehicle. What do I need to do?

We kindly ask that you handle the vehicle with care. This means that you ensure that your vehicle is serviced on time, that you regularly check the oil level yourself and that you check the coolant and tyre pressure. The maintenance and instruction booklet sets out all the important information specifically for your vehicle. Most cars’ on-board computer will notify you when it is time to have the vehicle serviced.


How do I request maintenance?

You can request maintenance for your vehicle via our My Arval Mobile app. You can also make an appointment yourself for maintenance or tyres at an authorised dealer for your vehicle’s make.


Do I have to inform Arval if I make an appointment for maintenance or repairs at the garage myself?

You do not need to inform Arval if you make an appointment yourself for maintenance or tyres at a garage or tyre centre approved by Arval. The garage will get in touch with us to request our approval. Arval and the garage will arrange the invoicing among themselves.


My vehicle has been serviced. Will I hear anything else about it?

Yes. Arval will keep you informed by email of the work carried out. This also happens after a claim. We would like to know whether you are satisfied with the work carried out. You can also monitor the work in our My Arval Mobile app.


Is my mobility ensured while my vehicle is being serviced?

We offer you a mobility guarantee during the maintenance of your vehicle so that you have an alternative means of transportation during work that lasts longer than 24 hours, provided this service is included in your contract. If you have any questions about this, please contact our Service Center by telephone on +32 (0)2 240 01 99 or via servicecenter@arval.be.


Where can I have my tyres changed?

You can have your tyres changed at your chosen tyre centre from our approved network. If you wish to have your tyres changed, please contact them. If you would like a list of approved tyre centres, please contact our Service Center by phone on +32 (0)2 240 01 99 or via servicecenter@arval.be.


Is my vehicle eligible for winter tyres?

Yes, unlimited tyre changes between summer and winter tyres* are available for the duration of the contract if the vehicle is used with due care. If you have any questions about this, please contact our Service Center by telephone on +32 (0)2 240 01 99 or via servicecenter@arval.be.
*If winter tyres are included in your contract.


My vehicle must undergo a technical inspection. What do I need to do?

Arval will send you an invitation by post to go in for a technical inspection. Make an appointment online or by telephone at an approved vehicle inspection station. Make sure you have your registration number and chassis number on hand. The invitation will include a direct invoicing form so there is nothing for you to pay at the inspection station. You can also complete this form online.


Which maintenance and tyre work is not covered by my contract?

Some basic services are not covered by your contract. These services will be charged to you. Please find below a list of the most common maintenance and tyre services not covered by your contract:

* Repair after filling up with the wrong fuel
* Damage due to the vehicle's fluids being refilled incorrectly/too late
* Costs for resetting the AdBlue system because the system was not topped up on time

If you would like more information, please contact us by phone on +32 (0) 2 240 01 99 or by email at servicecenter@arval.be.


Which maintenance and tyre work is not included in my contract?

Certain maintenance and tyre work is not covered by your contract and will therefore not be approved when your garage requests it from Arval. You can have these services performed at your own expense. Please find a list of the most common services that are not included in the contract below:

* Updating the maps in your GPS
* Replacement of floor mats
* Having the vehicle picked up by the garage for technical inspection
* Cleaning the vehicle
* The price for an extra charging cable

If you would like more information, please contact us by phone on +32 (0) 2 240 01 99 or by email at servicecenter@arval.be.


What about the maintenance at the end of my contract?

When your vehicle approaches the end of its contract (the last 60 days) and arrives at the garage for its final maintenance interval, the garage will decide which work needs to be carried out. Your safety and comfort are of course top priority, and no technical risks are taken. This will ensure you can see out the final kilometres of your contract with full peace of mind.

If you would like more information, please contact us by phone on +32 (0) 2 240 01 99 or by email at servicecenter@arval.be.

Roadside assistance

What should I do if I need roadside assistance?

If roadside assistance service is included in your contract, you may contact Arval Assistance in the event of a breakdown or accident on +32 (0) 2 245 73 72 or via our My Arval Mobile app.

Damage and insurance

Do I have to pay for damage?

If your vehicle is insured for third-party liability through us, the third-party liability insurer will cover any damage caused to third parties. However, third-party liability insurance has a EUR 150 franchise sum if you are under 23.
 
The damage to our vehicle will be handled through our Perfecta service. This service assumes responsibility for damage to our vehicle in the event of fire, theft, glass breakage, damage caused by natural elements and collision with animals.
 
If the damage to our vehicle cannot be recovered from a known third party, this service will also provide cover, but a lump sum (own risk) will be charged. You can find this amount on your quote.


What should I do if the vehicle gets damaged?

If the insurance and Perfecta service via Arval are included in your contract, you must contact our Service Center within 24 hours, by telephone on +32 (0)2 240 01 99 or by email at servicecenter@arval.be. You can also report the damage via our My Arval Mobile app. If another party is involved, be sure to fill out a collision report. Send a copy of this report to insurance.be@arval.be and retain the original.

If you are insured through your own insurer, please contact your insurer or intermediary.


Do I have to have the damage to my vehicle repaired immediately?

If the insurance and Perfecta service via Arval are included in your contract, you must contact our Service Center within 24 hours, by telephone on +32 (0)2 240 01 99 or by email at servicecenter@arval.be. They will advise you whether the vehicle needs to be repaired immediately in order to guarantee your safety. You can also report the damage via our My Arval Mobile app.

If you are insured through your own insurer, please contact your insurer or intermediary.


What should I do if my windscreen, side and/or rear window is damaged?

If the insurance and Perfecta service are included in your contract via Arval, you can have damage to your windscreen repaired free of charge at Touring Glass (+32 (0)800 955 55) or AutoGlassClinic (+32 (0)800 233 32).

If you are insured through your own insurer, please contact your insurer or intermediary.

Contract

Why is my first invoice higher than normal?

After delivery of your vehicle, you will receive your first invoice from us.
As stated in the contract, you will pay Arval for the first invoice:

* One month in advance
* For the period between the delivery of your lease car and the first invoice

The first invoice therefore relates to a period of more than one calendar month and will therefore be higher than the usual monthly rental amount.


How do I terminate my contract early?

Contact us if you wish to terminate your contract early. Please bear in mind that this early termination will result in additional fees.


Can I amend the mileage and/or term of my contract?

Yes, the duration and mileage of your contract are flexible and can be adjusted subject to certain conditions. We will prepare a new proposal for you. Please contact us by phone on +32 (0) 2 240 01 99 or by email at RetailAdvisors@arval.be.


When should I contact Arval to order a new vehicle?

Is your contract about to expire and do you wish to order a new vehicle? Contact our mobility experts by phone on +32 (0) 2 240 01 99 or by email at RetailSales@arval.be to choose a new vehicle. They will be happy to help you find a new vehicle that suits your needs and budget.

Purchasing your vehicle

Can I buy my current vehicle?

Yes, you can buy your lease car from us. Please contact us by phone on +32 (0) 2 240 01 99 or by email at RetailAdvisors@arval.be.

Questions or complaints

I have a question or complaint.

Do you have a question for us or a complaint? Please contact our Service Center by phone at +32 (0)2 240 01 99 or by email at servicecenter@arval.be. They will be happy to help.

Why choose Arval?

Reliable leasing partner

With more than 80.000 cars we are the largest leasing company in Belgium.

Besides, we are also a subsidiary of BNP Paribas Fortis.

Peace of mind

We take care of the order, all services and we even take back the vehicles.

So, you can drive with peace of mind.

Full service package included

Depending on your needs, we have the most common services included in the price.

The final choice of services is up to you.

A first-class Service Centre at your disposal

A dedicated team of professionals is at your service for all your questions.