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Frequently asked questions
General
Private Lease: Towards the end of your lease contract term, we will make you an offer for a new contract. If you do not take advantage of this, your lease contract will be terminated and you will return the lease vehicle. To do this, please contact the Private Lease team. They will explain to you where and how to return the vehicle, either by email or by phone. At the time of return, we determine based on our guidelines whether you return the vehicle in good condition. We also assess whether any possible damage to the vehicle is acceptable or not. More information can be found here.
Make sure the vehicle is clean and remove all your personal belongings.
Gather everything that was provided with the vehicle, such as keys, board documents, manuals, and accessories.
If you received a fuel or charging card through Ayvens, you may destroy it. Under no circumstances leave the card in the vehicle!
- Send us detailed photos (according to these guidelines). That way you won't lose time to have the damage assessed by the repairer.
- Add all necessary documents, such as the European Accident Form or a police report.
- Let us know in which region you prefer to be helped so that we can give you the contact details of the repairer closest to you. Ayvens will provide you with these contact details so you can make an appointment where and when he can come and pick up your vehicle and return it.
If you have a problem with the vehicle and your trailer is attached, both vehicles will be repatriated if your vehicle cannot be repaired on site.
If you have a problem with the vehicle and your trailer is not attached, only the vehicle will be repatriated if a repair cannot be carried out on site.
Private Lease: No, this is not possible with Private Lease. However, you can take a look at our used vehicle offers.
- •Car key/spare key
- •Registration certificate
- •Instruction and maintenance manual
If the following items belong to your vehicle, please also hand them in:
- •Detachable front panel of audio/navigation
- •Navigation CD/DVD or memory card
- •Spare wheel with jack/repair spray/pump kit
- •Luggage compartment cover T
- •Towbar (removable towball)
- •Headrests
- •Original driver’s seat (no modified seat)
- •Original charging cable
Report any damage before returning your car via My Ayvens. More information can be found here.
Are you a lease vehicle driver or fleet manager? You can relax - other than the name and logo, little will change for you. My Ayvens will offer the same service and quality you've come to expect from us.
Use the activation link in the e-mail you received from us to choose your password and activate your My Ayvens account.
If you previously had a My ALD or My LeasePlan account, you don't need to create a new one. Just log in with your email address and password.
Forgot your password for your old My LeasePlan or My ALD account? Use the "Forgot my password" option and enter the email address that is known in the Ayvens system.
- 1.1.Make sure to use the activation link in the email you received to choose your password and activate your account.
- 2.2.Make sure to use the right website depending on if you are a fleet manager (my.ayvens.be/fleet) or a driver (my.ayvens.be/driver).
- 3.3.Bookmark the url manually by using the standard url mentioned above. If you bookmark the long url, generated after reaching the website, your bookmark will fail in 30 days.
- 4.4.Make sure you log in on the Belgian website: my.ayvens.be.
- 5.5.If you receive the error “you don’t have access to this tenant”, you are logging in on the wrong website (“driver” on “fleet” or “fleet” on “driver”)
- 6.6.The password reset function will not generate an email, unless you have first activated your account and chosen a password.
- 7.7.During the password reset, we don’t show if the email is known or not to protect privacy data. If you don’t receive an email and you are sure you entered the correct email address, you can safely assume that activation for this account was not completed (or the email is in the spam folder). Please ask your fleet manager to generate a new activation mail for you.
If your vehicle is immobilised, call Ayvens Assistance.
Ayvens Assistance is available 24 hours a day, 7 days a week on +32 2 406 44 88. Always have the following information to hand:
- •Number plate
- •Precise description of the location
- •Description of the problem
- •Phone number you can be reached on
We will send a technician to help you on site.
Depending on the situation, the technician will:
- •fully repair the vehicle;
- •carry out a temporary repair so you can drive to a garage safely (https://www.leaseplan.be/en/leaseplan-service-centres).
- •tow the vehicle and provide a replacement vehicle for a period of five calendar days.
The following are not included: traffic fines and any other fines or penalties.
Optional extras include winter tyres (an unlimited number of sets under normal use), a replacement vehicle, and the Ayvens Energy Card for fuel or charging.
Your contract will automatically end once the agreed lease term or mileage limit has been reached. At that point, you can choose to:
• extend your contract and keep driving the vehicle
• end the contract and return the vehicle
• purchase the vehicle and make it yours permanently
Plenty of reasons why:
Cost-effective – A (premium) vehicle in excellent condition, at a significantly lower price than a new one.
Reliable – Full transparency about the vehicle’s history and any imperfections, combined with the same full-service coverage as traditional leasing.
Short contract terms – Not every situation calls for a new vehicle with a long-term contract, for example when retirement is approaching or for someone just starting out.
Fast delivery – Within 15 working days of contract activation, your (new) employee can be on the road.
Sustainable – With ESG or CSR objectives in mind, Re-lease offers an affordable path to fleet electrification. Not opting for an EV? You're still making a smart choice by extending the lifespan of a pre-owned vehicle.
Some aspects require a different approach with Re-lease, such as brand policy, options and contract duration.
Do you impose a brand restriction today, for example to obtain fleet discounts? With Re-lease, the advantageous prices are already fixed.
You may also need to adapt your car policy in terms of contract duration: a traditional contract quickly runs for 36 to 72 months, while with Re-lease you can shorten that duration. Or allow your employees to choose between a long contract term and two shorter Re-lease periods.
If your driver chooses a Re-lease vehicle under Pillar 1, they retain more of their budget. A Re-lease vehicle costs less than a comparable new model and therefore consumes a smaller portion of the total mobility budget.
For large companies, this creates an attractive opportunity: budget that would previously have been lost can now be retained. The driver can make their own trade-off:
- Which vehicle do I need for my situation?
- How much do I want to keep for alternative mobility or housing?
For smaller companies, the main benefit lies in cost optimisation. For example, when an employee is approaching retirement, or when you are bringing a temporary employee on board.
Absolutely. The benefit in kind (BIK) is calculated based on the vehicle's fiscal list price. This value decreases by 6% per year, down to a minimum of 70% of the original value.
A Re-lease vehicle already has a few years on the clock. This means you start with a lower fiscal list price. Good news for the driver: less tax on the benefit. It is also beneficial for the employer, who pays 40% disallowed expenses on the BIK. The lower the BIK, the lower the tax burden.
From a tax perspective, a Re-lease contract is treated as a new order, meaning the same rules apply as for a brand-new vehicle:
For orders placed from 1 January 2026:
- Fully electric or hydrogen-powered vehicles (zero-emission vehicles or ZEVs): 100% tax-deductible for the entire contract duration.
- All other powertrains (NZEVs): not tax-deductible.
For orders placed from 2027 onwards:
- Fully electric or hydrogen-powered vehicles (zero-emission vehicles or ZEVs): 95% tax-deductible for the entire contract duration.
- All other powertrains (NZEVs): not tax-deductible.
With an Ayvens Energy card, your employees can refuel and/or charge at a large network of fuel stations and public charging points across Belgium and Europe. Always at competitive rates. No hassle with receipts. And with full visibility and control over refuelling and charging sessions.
You decide yourself whether to exclude certain services, such as ultra-fast charging on motorways or refuelling abroad.
When do I need to go for a technical inspection? First, check your vehicle documents to see whether you already have an inspection certificate and until what date it is valid.
- A passenger car must be inspected four years after the date of first registration and subsequently every two years.
- Is your vehicle equipped with a tow bar? Since 1 September 2026, in Flanders, you no longer need to take your vehicle for a separate technical inspection after a tow bar has been installed. The tow bar will be inspected during your vehicle’s next periodic inspection.
- Is your vehicle registered as a light commercial vehicle? The vehicle must be inspected upon (re)registration and thereafter every two years.
If you are unsure about the inspection rules for specific vehicles or applications, consult the official information from GOCA or the government.
Depending on the formula your company chose, Ayvens Assistance offers you help in Belgium and/or abroad in the following cases:
- •Immobility of the vehicle in the event of a breakdown, an accident, fire, vandalism or burglary
- •Theft of the vehicle
- •Theft of the number plate
For Private and Business Lease drivers, you have 24/7 assistance in the above cases as well as European breakdown assistance (with a replacement vehicle for a maximum of five days).
You must be able to present the following documents at all times in the event of a police inspection:
- Registration certificate
- Certificate of conformity
- Vehicle inspection certificate (if your vehicle has already been inspected)
A digital version of the insurance certificate is also a valid format since 1 July 2020.
You should take the following with you:
- Your vehicle (to check the chassis number)
- Your identity card
- A certificate from Ayvens confirming that you're the main driver of the vehicle. You can find this on My Ayvens.
If you're abroad, you should report it to the local authorities and then to the Belgian police upon your return. You will receive a certificate from the Belgian police concerning your claim. This certificate is only valid for a limited period of time; please provide us with the original document as soon as possible.
If you're not insured through Ayvens, we also need a vignette from your insurer.
We will use these documents to request a new registration certificate from the Vehicle Registration Service (DIV). Keep in mind that a new registration certificate will incur a fee.
You should take the following with you:
- Your vehicle (to check the chassis number)
- Your identity card
- A certificate from Ayvens confirming that you're the main driver of the vehicle. You can find this in My Ayvens.
With regard to the theft or loss certificate, you can request a duplicate from the vehicle manufacturer.
On 1 July 2020, the green card was replaced by a white insurance certificate.
You can download an electronic version of the document via My Ayvens.
We recommend that you also print the insurance certificate on blank, white paper and keep it with the vehicle's on-board documents.
You will find the document under the "Vehicle" hub and then under "Documents" in the left-hand column.
How to obtain this certificate? Once Ayvens has received approval from your fleet manager, you can request this certificate online from our partner Renta. Please note that obtaining this document incurs fees. The price is indicated on the website.
Prepare the following documents when applying for your certificate:
-Your identity card or passport
-The vehicle registration certificate
-Your bank card, MasterCard, Visa, or other payment card
The Drive certificate will be sent to you digitally one week after receipt of your payment. The certificate is endorsed by the Chamber of Commerce and the Ministry of Foreign Affairs affixes an apostille. Also check your insurance certificate to ensure coverage is valid for the countries concerned. If not, please contact us.
Exclusions:
- •If your vehicle can still be driven or if you could have gone to a garage yourself, Ayvens Assistance will not provide assistance (unless you are abroad).
- •If your vehicle was damaged during a race you took part in, you cannot call on the services of Ayvens Assistance and the damage will not be reimbursed either.
- •All services not requested from Ayvens Assistance will not be reimbursed (with the exception of local breakdown assistance and towing abroad).
- •If your vehicle is not insured via Ayvens against material damage, you will pay the towing costs yourself in the event of an accident in Belux. You may recover these costs through your insurer.
Assistance is valid in all countries listed by default on the Ayvens insurance card.
24/7 roadside assistance in the countries of the European Union, as well as in Albania, Andorra, Belarus, Bosnia and Herzegovina, Guernsey, the Åland Islands, the Isle of Man, Iceland, Jersey, Kosovo, Liechtenstein, Montenegro, North Macedonia, Moldova, Monaco, Norway, the United Kingdom, San Marino, Serbia, Switzerland, Ukraine and Vatican City.
- Registration certificate
- Certificate of conformity
- Insurance certificate
Anyone who cannot present a valid insurance card will not be rejected, but will receive a note on the inspection certificate: "The vehicle does not have a valid green insurance card".
For electric charging, we recommend that you provide a backup card because most public charging stations can only be activated with a charging card.
These fines result from violations of criminal legislation. They are imposed by the police or the public prosecutor’s office and fall under criminal law.
Characteristics:
- Often imposed for more serious traffic offenses such as driving under the influence, speeding above a certain limit, running a red light, or dangerous driving.
- The procedure runs through the judicial system: the fine can be imposed via an amicable settlement (an out-of-court arrangement) or through a judicial procedure.
- If not paid, the case may go to court, which can lead to higher fines, additional penalties or even a driving ban.
Administrative traffic fines
These are fines imposed based on administrative regulations (e.g., GAS) without the involvement of criminal law. They are often referred to as “fees” or “retributions.”
Characteristics:
- Imposed for less serious violations such as parking in prohibited areas, breaching local traffic rules, or violating environmental regulations (for example, low-emission zones).
- The procedure is administrative and usually handled by a municipal (GAS) or regional authority, without judicial involvement.
- If not paid, administrative fines may be followed by increased costs and eventually by referral to debt collection agencies or legal procedures, but they start as an administrative process.
- By post to the driver’s address: If we have the driver’s name, address, and date of birth, the police send the fine directly to the driver, without Ayvens’ involvement.
- Or by post to your employer’s address: If the driver’s details are missing or incomplete, the fine is sent to the leasing customer (your employer).
- Or digitally via your e-box.
Retribution
-,By email from noreply@fines.ayvens.be. Check your spam folder if you cannot find the email.
- Or a notice placed under your windshield wiper by the enforcing authority.
- Or digitally via your e-box.
Attention! Notifications of retributions are not visible in My Ayvens; you can only view passed-on reminders there.
Retribution: Contact the authority that issued the retribution, following the instructions on the document.
- For a long-term vehicle in your company fleet: Check with your fleet manager whether the driver change was reported. If not, submit it through My Ayvens. Then contact us at be@ayvens.com so we can contest the fine for the correct driver.
- For a short-term vehicle: Contact us at be@ayvens.com so we can contest the fine for the correct driver.
Retribution
- For a long-term vehicle in your company fleet: Check with your fleet manager whether the driver change was reported. If not, submit it through My Ayvens. Then contact us at be@ayvens.com so we can forward the retribution to the correct driver.
- For a short-term vehicle: Contact us at be@ayvens.com so we can forward the retribution to the correct driver.
Possible situations:
- If everything seems correct, contact the issuing authority to find out why the payment was not processed.
- If you paid the fine after the due date, the administrative fee of €30 (excl. VAT) remains payable, even if you received the fine on time.
If you paid before we did, we will credit the amount.
If you paid after we did, the authority will refund you, as you are the second payer. In that case, contact the authority.
Attention! In several areas, there are no physical toll booths. Instead, tolls are collected automatically using cameras. Avoid hefty fines by paying the toll within the required deadline or by purchasing a toll tag in advance. We are currently seeing a significant increase in fines from these regions, so make sure you are well prepared before you leave!
You can find the specific rules for each countrybelow:
- France (Touring (NL)- Sanef (FR))
- Italy (Touring (NL))
- Norway (Touring (NL))
If you are
insured through us, you can open a claim through the My Ayvens online
tool.
- Provide detailed photos. That way, you
won't lose any time having the damage assessed by the repairer.
- Attach all the necessary documents, such as the collision form or a
police report.
- Indicate your preferred location so we can give you the contact details
of the nearest repairer.
You can then arrange when and where the repairer can collect and return
your vehicle.
For a check of the fluid levels, you can always visit your garage
Do you need maintenance? You always request an appointment for maintenance or a technical intervention via My Ayvens. If the maintenance unexpectedly has to take place abroad, please contact us.
When you receive such a letter, please contact your approved dealer to find out whether this was rectified during your last service. If not, you can make an appointment immediately.
Some examples include:
- costs due to the failure to have repairs or services carried out on time;
- costs of damage caused by a lack of oil;
- costs due to you using the vehicle in an irresponsible manner.
A complete overview can be found in the General Terms and Conditions.
If the connection is poor or lost, it may happen that the CPO does not have all the data at that moment to process the full reimbursement. This can also cause a difference between the amount you are reimbursed and what you (later) find in the CPO portal or app. However, the stored data from a home charging session is not lost. Once the internet connection is restored, the home charger will send the missing data. These missing sessions will then be included in the next reimbursement.
As a driver, you are responsible for ensuring that services are carried out on time. The vehicle's on-board computer will notify you when services are required, but you can also find the intervals at which they should be carried out in the lease car's service booklet.
You should also check the coolant, windscreen washer fluid, engine oil and the condition of the tyres on a regular basis.
You can visit a garage approved by Ayvens for these minor interventions. Find a garage near you here.
During a service, all fluids are topped up or replaced where necessary. All safety features, such as windscreen wipers, lights, brakes and tyre pressures, will also be checked.
Depending on the mileage or age of your vehicle, additional work may be carried out (such as replacing the air, fuel and/or pollen filters).
If needed, request reimbursements through an expense report from your employer.
With your Ayvens energy card, you can currently charge at around 30 000 charging points in Belgium, and this number is steadily increasing. Across Europe, you have access to a network of about 500 000 charging points.
For Shell fuel cards, you can visit the Shell website: www.shell.be, click on "Find a Shell station" and then on "I have a Shell fuel card." Or download the Shell app, which lets you easily check on your phone where the nearest gas station is.
Looking for the nearest charging station? We recommend the Shell App.
You can also contact the garage between the service intervals for minor interventions such as topping up fluid levels, AdBlue, replacing lights or windscreen wipers.
The garage will contact Ayvens for approval of the works and invoicing. You do not have to pay these costs yourself.
If necessary, we will send a technician who will:
- fully repair the vehicle;
- carry out a temporary repair so you can drive to a garage safely
- tow the vehicle and arrange a replacement vehicle for you.
If you can still drive safely, you can request an appointment to have your vehicle repaired using My Ayvens. We will look for the best-placed garage in your region of choice for you.
Ayvens Assistance can be reached 24 hours a day, seven days a week at +32 2 406 44 88.
- The cable is correctly positioned. If this is the case and the vehicle is still not charging, stop the session and start again.
- The internet connection works when you use the app.
Still having problems?
- Please contact the provider if the station does not work or if there is a problem with the station itself. The hotline number can be found directly on the station or in the app.
- Please contact us if you have any problems with the app or with your charging key.
Submit your application using My Ayvens. We will arrange an appointment for you at the most suitable garage, taking into account your chosen location and how you want to organise the day.
Invoicing takes place directly between the garage and Ayvens. You do not have to pay anything yourself.
If your charger is neither a 50Five nor an Eneco, we recommend that you get in touch with your current service provider and speak to them about your reimbursement options. You may be able to set up a subscription enabling you to be reimbursed directly by your current provider – this applies whether you use an Ayvens charging card or one issued by your existing provider.
If your current provider is unable to offer a reimbursement, our providers can replace the device and set everything up so you are reimbursed. Either some or all of the components in the current setup will be reused in the new device. This is known as 'take-over hosting' (sim-swap). Be aware, however, that we need to evaluate the conditions for the switchover first. While Ayvens has agreed on a fixed price for standard installations, any installation requirements that fall outside this scope shall be billed based on the situation. Contact Ayvens for a component switch.
This is an agreement between you and your employer. Consult your employer's car policy or ask your fleet manager. As far as Ayvens is concerned, anyone with a valid driving licence may drive the car.
If the highest
permissible weight of the trailer or caravan is less than 750kg, insurance is automatically included in the
Ayvens vehicle policy. You do not need a separate certificate of insurance
and you do not have to take any further action.
If the highest permissible weight of the trailer or caravan exceeds 750kg,
you need to take out separate insurance.
If your trailer or caravan is not yet insured, please contact us. We will
co-insure it for civil liability and legal assistance in both coupled and
uncoupled state and provide you with the insurance certificate.
If you have already taken out insurance, please send us a copy of the
certificate.
The international
motor insurance card is printed on white paper and sent to you or your
employer.
In addition, your insurance certificate is always available digitally via
MyAyvens. You'll find it under the ‘Vehicle’ tab, in the left-hand column under
‘Documents’.
We recommend that you send a copy to all users of the vehicle. You must
always be able to present this card in the event of an inspection or
accident.
It is valid in all countries stated in the list on the card, other than
those that are crossed out.
If you're an accountant, the fleet manager in your company can give you access to the invoices on My Ayvens.
You can request copies of invoices older than 12 months via collection@ayvens.com.
Some examples include:
- Costs incurred due to external causes (e.g. stone chips in the radiator or between the brakes, etc.).
- Costs due to the failure to have repairs or services carried out on time.
- Costs of damage caused by a lack of oil.
- Costs arising from deliberate or unintentional misuse of the vehicle.
A complete overview can be found in the General Terms and Conditions.
Schedule an
appointment via My Ayvens. We'll arrange the appointment for you at the most
suitable garage based on location and how you want to organise the day.
Your vehicle will be checked and serviced by specialists using original parts.
Invoicing is done directly between the service point and Ayvens. You do not
have to pay anything.
Yes, you can. Enter "1" as your current mileage.
If you object to this automatic transfer of ownership, you must inform Ayvens by e-mail within 10 working days. The homeowner/driver is responsible for removing the charging infrastructure.
Are you receiving a new electric vehicle (EV) from Ayvens? Then Ayvens can start the Reimbursement & Connectivity service for your new EV, in accordance with the agreements made with your employer.
Are you not taking delivery of a new EV from Ayvens, but would you like to continue using the Reimbursement & Connectivity service? In that case, you must request this service yourself from the Charge Point Operator of your charge point.
Whitelisting can be requested at 50Five or Eneco through their online portal.
One reimbursement is possible to the homeowner and two invoices, depending on the charging card that initiates the charging session.
Ayvens works together with a CPO (Charge Point Operator - 50Five and Eneco) to install and manage the charging infrastructure. The CPO provides a product warranty of two years. Any repairs performed outside the warranty period are charged to the customer/driver.
Since 1 January 2024, it has been mandatory for private individuals in Belgium to register their home charging stations with their grid operator. This new obligation will allow us to better understand the future electricity needs of households and businesses, especially in terms of the expected increase in the number of electric vehicles on Belgian roads. The information will help grid operators to estimate any changes to the distribution grid and make targeted adjustments.
If you have had a home charging station installed, you are obliged to register it with your grid operator. Anyone who does not comply with this obligation risks an administrative penalty of EUR 250.
Registering EV charging stations is mandatory throughout Belgium, but the specific authorities differ from region to region:
- •Flanders: All charging stations with a charging capacity of 5 kVA or more that you connect to the low-voltage grid must be registered with the grid operator Fluvius
- •
- •Brussels: In the Brussels-Capital Region, private individuals must register their charging station with the grid operator Sibelga
You will need the following information (you can add other details depending on the type of charging station you have):
• EAN code (electricity meter)
• Name of installer: 50Five Charging NV (e.g.)
• Model of the charging station: Home Charging Point XXX
• Use of the charging station: Private
• Can the charging station be used as a smart charger? Yes
• Maximum capacity of charging point: single-phase = 7,4 kW or three-phase = 22 k
You can find more details about your charging station on the inspection certificate that you received when your charging station is inspected.
1. Wait a moment and try again
2. Use the emergency release button in the vehicle. The location of this button can be found in the vehicle’s manual.
3. Look for an emergency release button on the charging station (only some models have this button)
4. If all the above steps do not resolve the issue, call the operator of the charging station. You can find the hotline number at the charging station or in the app. Please note that we do not own or operate charging stations and do not have remote access to these stations. Only the operator has remote access to the station.
Important! Agreements made with your employer regarding your lease car always take precedence over our guidelines. The information below only applies when the service in question is included in your contract.