Service and customer support

Question 1

Where can I check what work has been carried out on my vehicle?

Ayvens · Accepted Answer

After dropping your car to the workshop for a maintenance, a repair or a service, our Customer Care team will send you real time updates on your registered email ID to inform you of the progress of the work done by the workshop on your car, until it is delivered. You can also log on My Ayvens India app or on My Ayvens India platform to get the status.

Question 2

I am a driver with a leasing contract from ALD Automotive, how do I contact you?

Ayvens · Accepted Answer

All our contact touchpoints have been unified for legacy LeasePlan and Legacy ALD customers.

You have the following choices:

1. You can send us a message on My Ayvens India contact form directly.
2. Email us at [india.care@ayvensindia.com](targetSelf:mailto:india.care@ayvensindia.com)
3. You can also WhatsApp us at 8422095253 (For service booking assistance only).
4. Give us a phone call on 1800 209 5253 (free call), from Monday to Friday: 8.30 am to 7.30 pm; Saturday: 8.30 am to 6.30 pm.

**Available timing:** Toll-free and WhatsApp numbers will be active from Monday to Saturday (Monday to Friday: 8.30 am to 7.30 pm & Saturday 9.00 am to 6.00 pm).
 We are closed on Sunday and national holidays.

Question 3

I am a driver with a leasing contract from LeasePlan India, how do I contact you?

Ayvens · Accepted Answer

All our contact touchpoints have been unified for legacy LeasePlan and Legacy ALD customers.

You have the following choices to reach us:

You can send us a message on My Ayvens India contact form directly.
 Email us at [india.care@ayvensindia.com](targetSelf:mailto:india.care@ayvensindia.com)
 You can also WhatsApp us at 8422095253 (For service booking assistance only).
 Give us a phone call on 1800 209 5253 (free call), from Monday to Friday: 8.30 am to 7.30 pm; Saturday: 8.30 am to 6.30 pm.

**Available timing:** Toll-free and WhatsApp numbers will be active from Monday to Saturday (Monday to Friday: 8.30 am to 7.30 pm & Saturday 9.00 am to 6.00 pm).
 We are closed on Sunday and national holidays.

Question 4

Am I entitled to a stand-by car when my car is off the road due to an accident or maintenance work?

Ayvens · Accepted Answer

It depends on the services you or your company chose to be included in your car policy.

If you are entitled to have a stand-by car but you have not asked for this option during the contract creation, it is never too late! You can add this option afterwards. However, the stand-by car option will be effective on your contract after 5 to 7 working days.

To change your contract, you can do that in three ways: 
1. The easiest and fastest way is to log on to My Ayvens India and send us a message from the contact form, by choosing the nature of your query. This contact form will directly reach the appropriate team who will be more than happy to help you.
2. Send us an email on [india.care@ayvensindia.com](targetSelf:mailto:india.care@ayvensindia.com) explaining the nature of your query.
3. Get in touch with your Relationship Manager who will contact us directly.

Question 5

How do I arrange for the maintenance of my car?

Ayvens · Accepted Answer

When you need some regular services, accident or damages repairs or tyre and battery replacements, you have these options: 
1. Log on My Ayvens India web platform or on the My Ayvens India mobile app with your credentials and request for your appointment directly online.
2. Call our Customer Care team on our national toll-free telephone number 1800 209 5253 and inform them about the service required.
3. You can also WhatsApp us at 8422095253 (For service booking assistance only).
4. Send us an email to [india.care@ayvensindia.com](targetSelf:mailto:india.care@ayvensindia.com) with your car registration number in the subject of the email and we will gladly help you.

No matter how you decide to do it, we will ensure to book you an appointment with one of our authorised service centers, which will take care of your car as a priority. We will negotiate and supervise the servicing performed on your car, in cooperation with the workshop and the insurance.

You just have to provide us with the necessary documents needed for the service, drop your car to the workshop on time or let us pick it up for you if u have availed this service. Regular updates will be sent to you via email and WhatsApp; to keep you posted on the progress of the work till the car is delivered back to you.

Question 6

How do I request a repair / maintenance / service via My Ayvens India?

Ayvens · Accepted Answer

The easiest way to book an appointment for your car is through the My Ayvens India app or the My Ayvens India platform.

Here are the steps to follow: 
1. Create your profile, if not done yet.
2. Log on to My Ayvens India with your credentials.
3. Go to the Services section of the menu.
4. Select the job needed on your car:

a. Maintenance: If this is an advised service as per the manufacturer recommendation.

b. Repair: If you have any issue in the car and some parts are requiring repair/replacement.

c. Damage: In case the vehicle meets with an accident.
5. A pre-filled form opens. You just need to put the requisite information for insurance claim. You can then select the workshop you want. If several workshops appear, for a cashless experience, pick the workshop signaled with 3 stars.
6. Receive the booking confirmation, drop the car to the workshop on time, and just inform us once on our toll-free number.

Question 7

I had to pay some repairs myself at the workshop, how do I get it reimbursed by ALD Automotive?

Ayvens · Accepted Answer

**Remember**: before going to a workshop, you should always let us know the purpose of the visit and we have to approve this visit first before you can get your car to servicing. It is only with an E-mail from us that you will be able to claim the reimbursement of the fees you paid at the workshop, in the event that our partner didn’t offer a cashless facility.

To get reimbursed is easy!

Simply send us the tax invoice copy given by the workshop along with your bank account’s cancelled cheque and inform us of the details of the service at [india.care@ayvensindia.com](targetSelf:mailto:india.care@ayvensindia.com)
 You will be paid back within 7 working days, as long as the operations done are covered by your contract

Question 8

What are my responsibilities regarding the maintenance of my car? Do I have to immediately do the repairs on my car?

Ayvens · Accepted Answer

It is very important that you conduct the maintenance of your car on time all along your leasing contract in full accordance with the manufacturers' requirements, for your own safety and for a smooth leasing journey with us.

If the maintenance of the car is not adhered to as per manufacturer's guidelines, the manufacturer warranty would be void and any consequential repairs / damages shall not be covered under the contractual obligation.

Question 9

What happens if my vehicle is deemed a total loss as a result of an accident, or is stolen?

Ayvens · Accepted Answer

You have three choices:

1. Simply send us a message on My Ayvens India app or to My Ayvens India platform.
2. Call our Customer Care team on our national toll-free telephone number 1800 209 5253.
3. Send us an email at [india.care@ayvensindia.com](targetSelf:mailto:india.care@ayvensindia.com) with your car registration number in the subject of the email.

Based on your situation, you will have to provide us with a list of documents:

Any additional requirements will be asked for through E-mail, when need arises.
 We will send these documents to the insurance company, and they will inform of the next steps which will be conveyed to you.

Question 10

What should I do in case of an accident or breakdown?

Ayvens · Accepted Answer

Road accidents and breakdown are unfortunate for anyone. And when it happens, you need help to keep moving – and you need it fast. We understand that!

If your car is immobilised in a perimeter up to 100 kilometers away from your incident’s location, ALD offers a 24-hour emergency breakdown service in over 750 cities. If the towing distance from location of incident to workshop is more than 100 kms irrespective of contracted location, we will rebill the entire amount to client as per the additional fees for every extra kilometer.
  
 If your car is still movable, you have three ways to reach out to us:

1. Simply connect to My Ayvens India app or to My Ayvens India platform and request a Repair booking.
2. Call our Roadside Assistance team on our national toll-free telephone number 1800 209 5253 and report the damage.
3. Send us an email at [india.care@ayvensindia.com](targetSelf:mailto:india.care@ayvensindia.com) with your car registration number in the subject of the email and we will gladly help you book your repair.

If your car is not movable:

You need to call the Roadside Assistance team on 1800 209 5253, press 1, and get your car towed to the nearest authorized workshop we have a tie-up with. Our dedicated team will gladly help you to do so and is available 24\*7.

You need to register the accident case with us & provide appropriate documentation for us to proceed with Insurance claim. If the vehicle is in immovable condition due to mechanical fault, you just have to call our toll-free number and inform us regarding the issue faced by you while driving. You can also register the accident case in the following ways:

1. Connect to My Ayvens India app or to My Ayvens India platform and claim a Repair in the Service section.
2. Through the My Ayvens India platform, fill the accident / breakdown claim form. Attach it in an e-mail along with copies of vehicle Registration Certificate and your Driving License. Send this email to [india.care@ayvensindia.com](targetSelf:mailto:india.care@ayvensindia.com) with your car registration number in the subject of the email.

In the event of a 3rd party injury or life loss, you need to file a First Information Report (FIR) with the Police.

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