Frequently asked questions - retail

Every month, you will receive an invoice via email, even if you have set up direct debit. We will automatically debit the stated amount 2-3 days before the due date.

The first invoice is typically sent one month after vehicle delivery and may amount to up to three times the monthly rental fee. This is because we always bill in advance for the upcoming month, so the amount depends on the delivery and contract activation date.

Example: If you take delivery of a vehicle on December 15, the first invoice will be issued on January 15 and will include the rental fee for half of December, all of January, and February. Subsequent invoices will cover only one month in advance.

You can access your invoices in your MyArval account (Messages> Archive). If you want to change the email address or receiving invoices, please contact your Account Manager.

If your vehicle is damaged, you must report the insurance claim via either Arval Service Online, or the MyArval Mobile app. The claim process includes selecting a service center and scheduling a repair appointment.

After this, all matters are handled between our insurance department and the insurer.

Deductible for Comprehensive Insurance: Your contract includes a deductible, either 10% (minimum payout above CZK 10,000) or 5% (minimum payout above CZK 5,000), as specified in your terms. Repairs with lower costs than the minimum payout will be fully charged to your account.

We recommend downloading the MyArval Mobile app, where you can conveniently schedule a service appointment based on your availability and location. The selected service provider will then confirm the appointment.

For tyre service, you need to book directly with the partner.

Additional useful links and information can be found on our website: ARVAL: Driver Section

Important: Please visit only our contracted service and tyre service partners. Scheduling a service appointment
or reporting an insurance claim is only possible via the Arval Service Online website or the MyArval Mobile app.

Service intervals are specified in the user manual located in your vehicle. The vehicle will typically notify you when it’s time for a service. If you are unsure, contact one of our authorized service partners. Using the vehicle’s VIN, they can provide you with all the necessary information.

Please schedule your service appointment here: Arval Service Online.

If a technical inspection (STK) is required during the lease term, you will receive an informational letter and email with full instructions at least one month in advance. For older vehicles, you will also receive the physical Vehicle Registration Certificate(VTP).

Please schedule your STK appointment here: Arval Service Online

You can log into the MyArval application for the first time via an activation link sent to your email.

The initial login must be done through a web browser, after which
you can use the same login credentials to access the MyArval
Mobile app.

MyArval offers two main interfaces

• Client Access – Designed for company vehicle managers, this interface provides access to invoices and documents related to fines, insurance claims, and other important information. This access is only available in the web environment.

• Driver Access – Designed for vehicle drivers, this interface provides documents such as authorization for vehicle use and a green card. In the mobile version of this application (MyArval Mobile), you can also report insurance claims and book service appointments.

If you are planning a trip abroad, we recommend carrying the document “Authorization to Use the Vehicle.” You can find it in the MyArval app for drivers (section Communication > My Messages > Archive). If you cannot locate the document, please contact your Account Manager, who will send it to you.

In the event of an accident or breakdown abroad, you must report the insurance claim and call Arval Assistance. They will arrange for the vehicle to be towed to the nearest service centre (if this service is included in your contract).

If you need an additional registration plate (e.g., for a bike rack on a tow bar), please contact your Account Manager. They will arrange for the application of the additional plate, which typically takes authorities 3-4 weeks to process, depending on the workload and capacity of the issuing institution.

If you need to install additional equipment, such as a tow bar or parking camera, please contact your Account Manager. We offer two financing options for additional equipment:

• Inclusion in the vehicle investment
The cost of the equipment will be distributed across the monthly rental payments, resulting in an increased monthly fee.

• One-time reimbursement
The total cost of the equipment and its installation will be reimbursed to you on a 1-to-1 basis. The equipment will not be part of the vehicle’s investment or contract and, therefore, will not be covered by insurance. Upon returning the vehicle, the equipment must be removed at your own expense.

The installation should be carried out by one of our authorized service partners. You can find them here: Overview of Service Partners.

If you wish to add company decals or install a custom GPS device on the vehicle, it’s not an issue. However, the vehicle must be returned in its original condition, meaning all modifications must be removed.

Any damage caused to the vehicle during installation or removal
will be invoiced to cover repair costs.

If you want to extend the contract, add services (e.g., a replacement vehicle or a trip logbook), or adjust the annual mileage, we can perform a recalculation.

Please contact your Account Manager and provide the current odometer reading so we can evaluate your mileage compared to the agreed amount. We will then prepare a proposal for the contract changes, which you can confirm with an electronic signature. Once confirmed, the changes will take effect from the date specified in the proposal.

If a tyre suffers irreparable damage requiring replacement, the costs will be invoiced to you. Our staff will inform you in advance about the reinvoicing process.

It’s also important to monitor vehicle maintenance, such as oil changes or brake pad replacements, which are covered according to the rules specified in the general terms and conditions.

At the end of the lease, you can schedule the vehicle return through the link on our website: Vehicle Return Order or via the MyArval app, where you can choose the return method that suits you. The return must be scheduled at least five business days before the desired date.

Tip: We recommend using a preventive inspection by Dekra, where a technician will provide a report detailing the vehicle’s damages, categorizing them into acceptable and excessive wear. This allows you to repair the vehicle if necessary and avoid unexpected costs upon return.

The vehicle must be returned clean, refueled, and repaired. Detailed instructions on how to prepare the vehicle can also be found on our website: Vehicle Return.

After the vehicle is returned, the mileage and any excessive damage will be reconciled.

If you are interested in purchasing the vehicle, please contact your Account Manager one or two months before the end of the contract, providing the expected odometer reading.

We will send you the purchase price via email along with detailed information about the purchase process. The offer is non-binding, free of charge, and the price is guaranteed for 30 days.

The process of purchasing and transferring the vehicle typically takes 2–3 weeks.

If you receive a fine, please do not pay it yourself. We will pay the fine as soon as we receive it to avoid any delays, and we will then invoice you for the amount. The amount will be collected via direct debit if you have it set up, or you can pay it via bank transfer.

If you disagree with a fine or believe it to be unjustified, please contact your Account Manager, who handles fine disputes.

Replacement Vehicle

If you are entitled to a replacement vehicle during repairs (as per your contract), you can use it whenever your car is unavailable for more than 6 hours. The replacement vehicle is provided directly by the service center where your car is located. If the service center does not have a replacement vehicle available, we will usually arrange one for you by the next day.

If your contract does not include a replacement vehicle, you are entitled to one from Arval Assistance for up to 5 days, but only if your car is towed to the service center. This service can be added to your contract through a recalculation, or we can rent you a vehicle for the short term at a daily rate, depending on the required vehicle category.

Tyres

If your contract includes a tyre service, we will arrange tyre changes and storage. All vehicles with summer tyres are delivered from the factory. For winter, you need to select a tyre service partner from our network, where we will deliver the winter tyres. If you take delivery of your vehicle in winter, it will already be equipped with winter tyres and the summer tyres will be placed in the trunk.

To arrange a tyre change, contact your chosen partner directly. See the Tire Service Map

If the tyre service is not included in your contract, you will bear the costs of tyre changes and purchases independently. This service can also be added to your contract through a recalculation.

If you need to terminate your vehicle contract early, please contact your Account Manager with the desired termination date and the vehicle’s odometer reading. The fee for early termination is specified in the signed order (contract) as the cost per unused day.

The final settlement of the contract after early termination will depend on the final return date, the odometer reading, and any excessive wear and tear on the vehicle.