User and registration

Who can register to the Arval Car Sharing?

Who can register to the Arval Car Sharing?

Arval Car Sharing is available for all employees belonging to Arval Italy's customers (subject to authorisation of the company) with a valid driving license (since at least one year) and a payment card.
Which operating systems are supported by the App?

Which operating systems are supported by the App?

The Arval Car Sharing App is available for iOS (11.4 or later) and Android (6 - BLE 4.2 or later).
How is my personal data used?

How is my personal data used?

Your personal data will be managed in accordance with the law in force in the art. 13 of the D. Lgs. 196/2003.
Can I edit my personal data?

Can I edit my personal data?

Yes, access your profile via App or Web Site to edit your personal data.
How can I edit my driver license information?

How can I edit my driving license information?

You can edit your personal driving license information in the appropriate area on the App or on the Web Site.
What is a PIN number and what do I need it for?

What is a PIN number and what do I need it for?

The PIN is a 4 digit personal identification code that you have to set during the registration to the service. It will be required to access vehicles and start any rental. The PIN can be modified in your App or Web Profile in the Security area.
I forgot my PIN, how can I reset it?

I forgot my PIN, how can I reset it?

If you forget your PIN you can recover it in the Login area, on App or Web Site.
I forgot my password, what can I do?

I forgot my password, what can I do?

If you forget your password you can recover it in the Login area, on App or Web Site.

Car reservation

What do I need to do to reserve a Arval Car Sharing vehicle?
What do I need to do to reserve a Arval Car Sharing vehicle?
Open the App and enter your search parameters: time, pick up and release location, vehicle category.

Set up search filters (power supply , seats, emergency equipment).

If the search finds a match you will be able to proceed with the reservation.

You can also reserve a vehicle by calling the Contact Center.
When does my reservation expire?

When does my reservation expire?

If the reservation is not used, it will expire automatically after 30 minutes from the beginning of the reservation.
Can I delete a reservation?

Can I delete a reservation?

Yes, you can delete a reservation through your App or Web Site without any charge.
What do I need to do if the reservations has expired?

What do I need to do if the reservations has expired?

If your reservation has expired, you can create a new one from the App or Web Site.
Can I make recursive reservations?

Can I make recursive reservations?

Yes, Arval Car Sharing allows you to do recursive reservations.
What is a recursive reservation?

What is a recursive reservation?

A recursive reservation is a type of reservation that can be repeated in time based on a frequency of your choice and keeps the initial search criteria applied.
Where can I find the reserved vehicle?

Where can I find the reserved vehicle?

Access the "Your reservations" area and view the exact position of the reserved vehicle on the map. In the following screen you can click the button "Guide me to the vehicle" which will show you the way to the reserved vehicle.
Is there any amount locked on my Payment Card when using a vehicle?

Is there any amount locked on my Payment Card when using a vehicle?

When using a vehicle for private use, a pre-authorised amount equal to the total cost of the reservation will be locked on your Payment Card.

Rental start

How do I start the rental?

How do I start the rental?

Acces your profile on the App or Web Site and reserve your vehicle. Choose the day, time and vehicle according to your requirements.
You will receive a confirmation message.
You can enter your vehicle with your RFID Card on the reader located on the front window of the vehicle or with your App by activating the Bluetooth connection on your mobile device.
Check-in the status of the vehicle when on board, pick up the keys from the glove compartment and you are ready to go.
Why do I need to be near the vehicle to be able to open the doors?

Why do I need to be near the vehicle to be able to open the doors?

For security reasons and in order to guarantee a better communication between the App and car, it is only possible to access the Arval Car Sharing vehicles within a 10 meters range.
Where can I find the keys of the vehicle?

Where can I find the keys of the vehicle?

The vehicle keys can be located in the glove compartment.
How can I report damages?

How can I report damages?

You can report damages either by:
1. Check-In; Before opening the doors with the App.
2. Check Out; When returning the vehicles.
A screen on the App will show up and you can tap on the area where the damage is, type a brief description or upload a picture.
Promptly communicating any damage will allow Arval to provide you vehicles in perfect conditions.
Where can I find details of my rentals?

Where can I find details of my rentals?

You can view your "Rental History" in the Reserved area on the App or Web Site.
If you use Arval Car Sharing for private journeys you can download all your invoices in pdf format.
When does the daily rate apply?

When does the daily rate apply?

The daily rate applies automatically after the 4th consecutive houre of rental.
Do I have to pay the parking fees when required?

Do I have to pay the parking fees when required?

Yes, the parking costs are at your expense.
How does the parking mode work, maintaining the rental?

How does the parking mode work, maintaining the rental?

When in parking mode, the vehicles must be turned off, locked (without using the App) and making sure to leave it under secure conditions.
Can I drive through traffic restricted areas?

Can I drive through traffic restricted areas?

Yes, following the municipal laws regulating the access to the traffic restricted areas.
However, as a precautionary measure, we suggest you to check the legislation and guidelines of the City involved.
Can I drive abroad?

Can I drive abroad?

No, you can only drive Arval Car Sharing vehicles within the national borders.
If traveling abroad, penalties will be applied as provided in the Arval Car Sharing guidelines.
For more information, please take a look at the Arval Car Sharing guidelines.
How does the refuelling work?

How does the refuelling work?

Private use
The vehicle will have to be returned with the same amount of fuel at the start of the journey. The Arval Car Sharing App will highlight the necessary amount at your expense.

Corporate use
The vehicle will have to be returned with the same amount of fuel at the start of the journey.
For the payment, please follow the guidelines provided by your company.

End of the rental

Where can I end the rental?

Where can I end the rental?

You can end the rental by returning the vehicle to the areas reserved for your company that will be listed during the reservation phase.
How do I end the rental?

How do I end the rental?

You can end the rental with you App by clicking the "End rental" button, or by swiping your RFID Card on the reader located on the windscreen.
If having issues ending the rental, please call the Contact Center. They will be able to conclude the procedure remotely.

Issues and damages

What can I do if the App doesn't work?

What can I do if the App doesn't work?

If the App doesn't work try to reboot the device. It the problem persists, we advise you to uninstall the app and install it again on your device.
What do I do if some vehicle equipment is missing?

What do I do if some vehicle equipment is missing?

Please report the issue using the App or call the Contact Center. Proceed with the rental only if the missing equipment does not pose a security risk.
What happens when there is no phone coverage?

What happens when there is no phone coverage?

If your smartphone does not have an internet connection, you can interact with the vehicle using the RFID Card or Bluetooth.
What do I have to do if the vehicle cannot be opened/closed with the App?

What do I have to do if the vehicle cannot be opened/closed with the App?

If the vehicle cannot be opened/closed with the App, use the RFID Card. Alternatively, call the Contact Center.
What do I have to do if the keys are not in the vehicle?

What do I have to do if the keys are not in the vehicle?

If you cannot locate the car keys in the glove compartment, call the Contact Center. They will assist you to change vehicle and report the issue.
What do I do if the vehicles doesn't turn on?

What do I do if the vehicles doesn't turn on?

If the vehicles is not turning on, call the Contact Center. They will assist you as required.
What do I have to do if the rental is still open on the App even after closing it?

What do I have to do if the rental is still open on the App even after closing it?

In the event of a rental remaining active on the App after closing it, try to reboot the device. If the issue persists, please call the Contact Center.
What do I do in case of a mechanical issue?

What do I do in case of a mechanical issue?

In case of a mechanical issue please call the Contact Center. They will provide assistance as required by the situation.
What should I do if the vehicle is damaged during the rental?

What should I do if the vehicle is damaged during the rental?

Report the damage with the App when returning the vehicle and call the Contact Center.
What should I do in case of an accident?

What should I do in case of an accident?

Please call the Contact Center, fill in the accident report and, if possible, wait for help to arrive.
Send the complete and original accident report to Arval Italia at the following address: arviassistenzacarsharing@arval.it
I have lost the RFID Card, what should I do?

I have lost the RFID Card, what should I do?

In case of loss of the RFID Card, please call the Contact Center. The lost card will be deactivated.
You can request a new card from your company Fleet Manager of from the Contact Center.
Is smoking allowed in the Arval Car Sharing vehicles?

Is smoking allowed in the Arval Car Sharing vehicles?

No, smoking is not allowed in the Arval Car Sharing vehicles.
Are pets allowed on the vehicles?

Are pets allowed on the vehicles?

No, pets are not allowed in the Arval Car Sharing vehicles.

Payments

What payment cards are accepted?

What payment cards are accepted?

Credit and Debit cards from the Visa and MasterCard network are currently accepted.
Virtual cards are not accepted.
How does it cost to rent a vehicle with Arval Car Sharing?

How does it cost to rent a vehicle with Arval Car Sharing?

The rental fees of the Arval Car Sharing vehicles can be viewed during the reservation on your private profile.
Is there any amount locked on my Payment Card when using a vehicle?

Is there any amount locked on my Payment Card when using a vehicle?

When using a vehicle for private use, a pre-authorised amount equal to the total cost of the reservation will be locked on your Payment Card.
How can I ask for a refund?

How can I ask for a refund?

To request a refund, the customer must send an e-mail to the address: arviassistenzacarsharing@arval.it.
Why was a penalty charge applied to my rental?

Why was a penalty charge applied to my rental?

Each invoice shows a description of the penalty and the amount charged. Invoices are visible in your Profile on the Web Site or App.
What happens if the full amount of the rental cannot be charged?

What happens if the full amount of the rental cannot be charged?

If it's not possible to charge the full amount on your Payment Card (in case of private use). the profile will be disabled until there are no outstanding payments.
My account is locked, what should I do?

My account is locked, what should I do?

The issue that caused your account to be locked needs to solved before unlocking the account (expired driver license, missed payment, etc). Call the Contact Center to receive assistance to solve the issue.
When are payments charged on the Payment Card?

When are payments charged on the Payment Card?

The payment is charged immediately after the end of the rental.
When are invoices issued?

When are invoices issued?

Arval Car Sharing invoices (for private use) are issued after 24h from the end of the rental.
What happens when the km exceed the amount included in the daily rate?

What happens when the km exceed the amount included in the daily rate?

The customer can view the rates for the exceeding km by logging in the reserved area on the web site or on the app.
What should I do if I find a fine on the windscreen?

What should I do if I find a fine on the windscreen?

If you notice a fine on the car during the rental, you will not be able to proceed with the payment. You will need to wait for a notification from Arval that will contact you to ask for your refund, plus an extra amount due to the management costs. For the price list you can consult the service regulation.
I can't register because of the security code of my Payment Card, what should I do?

I can't register because of the security code of my Payment Card, what should I do?

Contact your bank and check the activation of the security code of the card used. In order to use the service it is necessary to enter the Payment Card and the security code (MasterCard SecureCode, Verified By Visa) when registering the payment method.
What is SecurCode?

What is SecurCode?

It's a security code linked to your Payment Card and related to online transactions. If you don't know your code, contact the card-issuing association to recover it.

Insurance coverage

How am I insured?

How am I insured?

Arval Car Sharing vehicles are covered by third party liability insurance. The following are the deductibles divided by accident type:

RCA active: 250€
Fire and theft: 250€
Further damages: 500 €
Windscreen cover: 150 €
PAI: subscribed to with a long term rental contract.

Need help

User and registration

Car reservation

Rental start

End of the rental

Issues and damages

Payments

Insurance coverage