CONTENTS. Welcome on board...3. Welcome on board...4. About Arval...5. Services...6. Vehicle delivery...8. Service, Maintenance and Repair...

Transcription

1 USER S GUIDE

2 2 CONTENTS Welcome on board...3 Welcome on board...4 About Arval...5 Services...6 Vehicle delivery...8 Service, Maintenance and Repair Tire management Roadside Assistance Accident management Restitution guide Vehicle return Vehicle damage... 33

3 WELCOME ON BOARD

4 WELCOME ON BOARD 4 DEAR DRIVER, Arval welcomes you and congratulates on receiving a new corporate vehicle. In the brochure you will find a description of the services offered by Arval and contacts that will be useful in various situations on road. We recommend you to read this brochure carefully to feel more comfortable while using your vehicle. Arval constantly focuses to provide you with the best quality of its services. We will be glad to receive your comments on work of our employees and partners: complaint@arval.ru. Your opinion is very important for us! +7 (495) (800) * Sincerely yours, Arval * Toll free call.

5 5 ABOUT ARVAL ABOUT ARVAL Arval was founded in 1989 and it is a 100% subsidiary of BNP Paribas. Arval specializes in full service vehicle leasing all over the world. Our target audience is different sized companies from large russian and international ones to mid and small segment enterprises. We offer solutions to keep your mobility and support your daily operations. Arval operates in 28 countries in the world by over 5500 employees. Our head office is located in France, Ruel. In Russia Arval offers a full range of services making it possible to significantly reduce expenses for fleet and optimize your daily fleet routine. Arval Russia branch is located in Moscow, and our regions are present in: Saint Petersburg, Nizhny Novgorod, Rostov-on-Don, Samara, Yekaterinburg, Novosibirsk, Irkutsk, and Vladivostok. We are always ready to help you in any situation! +7 (495) (800) * * Toll free call.

6 SERVICES 6 SERVICES FINANCING Arval provides financing of corporate fleets. We undertake all risks related to purchase, operations, and further sale of company fleet. SERVICE, MAINTENANCE AND REPAIR Arval provides service, maintenance and repair offering a full range of works allowing drivers to use their vehicles comfortably and safely. All repair works and maintenance are performed only by authorized dealers under Arval control. ROADSIDE ASSISTANCE Arval provides you with 24/7/365 roadside assistance in different cases (breakdown or any other problems on road).

7 7 SERVICES In any case, we provide you with the best solutions: professional advice over the phone, arrival of a technical specialist to repair or tow of your vehicle to the nearest authorized service station. TIRE SERVICE Arval purchases seasonal tires, arranges storage and further tire change. INSURANCE Arval provides you with OSAGO insurance policy, Extended Third Party Liability Coverage (DSAGO) with various limits, KASKO (Comprehensive and Collision Car Insurance), as well as passenger s insurance and insurance of accessories. ADDITIONAL SERVICES: fuel card management; short-term rental; relief vehicle; telematics. NOTA BENE! Please, contact your fleet manager or Arval Driver Support Centre about the services included in the agreement: +7 (495) #31 8 (800) #31 * * Toll free call.

8 VEHICLE DELIVERY 8 VEHICLE DELIVERY PROCESS SIGNING OF AGREEMENT INVITATION TO RECEIVE THE VEHICLE HANDOVER OF THE VEHICLE PREPARATION THE VEHICLE FOR HANDOVER SIGNING OF TRANSFER AND ACCEPTANCE ACT

9 9 VEHICLE DELIVERY UPON HANDOVER OF A NEW COMPANY VEHICLE, PLEASE, CHECK: DOCUMENTS: Vehicle Registration Certificate; OSAGO insurance policy; driver s guide Welcome on board ; restitution guide; Vehicle Operation Manual; service Book; Transfer and Acceptance Act. THE VEHICLE: general state of the vehicle; optional equipment and accessories in accordance with Transfer and Acceptance Act; complete set of keys; license plates (2 pieces). NOTA BENE! To receive the vehicle, you should have: power of attorney for the vehicle handover; copy of your passport. After the vehicle is received, you have to sign Transfer and Acceptance Act and return it to Arval representative. After receiving your corporate vehicle a short survey about quality of our work will be sent to your . Please, share your opinion with us! Please, contact Arval specialist for all questions related to vehicle handover: +7 (495) #6 8 (800) #6 * * Toll free call.

10 SERVICE, MAINTENANCE AND REPAIR 10 SERVICE, MAINTENANCE AND REPAIR Arval provides regular maintenance and repair of the vehicle due to natural wear. Please, note that the manufacturer s recommendations are specified in the Vehicle Operation Manual. Maintenance and repair works are performed only by authorized partners approved by Arval. SERVICE, MAINTENANCE AND REPAIR INCLUDES: regular maintenance according to the requirements and recommendations of manufacturer (including oil change and additional filling up to 2 liters during the service intervals); repair works and replacement of spare parts according to the rules of operating the vehicle due to normal wear. SERVICE, MAINTENANCE AND REPAIR DOES NOT INCLUDE: fuel and other liquids; washing (except for technological washing before service works); salon cleaning; tire repair;

11 11 SERVICE, MAINTENANCE AND REPAIR any repair works related to improper operation of the vehicle, failure to comply with the manufacturer s requirements and recommendations (for example, operation with insufficient level of service liquids, with activated emergency signals of monitoring devices, etc.); any repair works caused by an accident, theft, vandalism, ignition, head-on crash, or force majeure; repair works and maintenance of the optional equipment and accessories installed not by manufacturer; antibacterial cleaning of the air conditioner. Please, note that checking of the level of engine oil, cooling, brake, and power steering fluids at regular intervals (according to the requirements in the Operation Manual) is required. BOOKING FOR SERVICE, MAINTENANCE AND REPAIR: (PLEASE, SELECT ANY VARIANTS THAT SUITS YOU): Call Arval Driver Support Centre: +7 (495) #31 8 (800) #31 * Send a request to service@arval.ru Use the tool Service Locator on our website The tool Service Locator tool was developed by Arval specialists to provide convenient booking for regular maintenance and repair and to reduce your time. TO USE SERVICE LOCATOR : 1) go to 2) click on the Service Locator tool on the first page in the left lower corner; 3) select the type of service (mechanical or body repair, maintenance), make of the vehicle, city; 4) select the service center that suits you and call there to book for service. After repair works made a short survey about quality of our work will be sent to your . Please, share your opinion with us! * Toll free call.

12 TIRE MANAGEMENT 12 TIRE MANAGEMENT Arval changes and stores seasonal tires according to your lease agreement and due to their normal wear. Tires for your vehicle are selected and purchased according to your lease agreement. BOOKING FOR TIRE SEASONAL CHANGE: 1. Please, read carefully Notification sent to your by the fleet manager (Notification contains addresses and phone numbers of tire service centers). 2. Select and contact the tire service center to book for tire seasonal change in advance (2 weeks before). Select a convenient date and time. 3. Provide your vehicle to the tire service center at the agreed time. Don t be late in order to avoid general turn. We recommend you to arrive minutes before. You also may book for another date and time but, please, inform the tire service about changes in advance. After the change is done you will receive Acceptance Act and Seasonal Storage Act. Please, keep all the documents provided till the next tire season.

13 13 TIRE MANAGEMENT GENERAL RECOMMENDATIONS OF ARVAL Summer tire change: April 1 April 30 changing from winter to summer tires should be arranged if the average daily temperature is +10 ºC; do not use winter tires during summer as it is dangerous: under high temperature tires lose their adhesive features and the soft winter protector is worn quickly; Arval changes tires to new ones if protector depth becomes 3 mm. Winter tire change: October 1 October 31 changing from summer to winter tires should be arranged if the average daily temperature is from +5 ºC to +7 ºC or lower; do not use summer tires during winter as it is dangerous: under low temperature summer tires become stiffer and lose their adhesive features; Arval changes tires to new ones when protector depth becomes 4 mm. Please, contact Arval Driver Support Centre for all questions related to tire service: +7 (495) #32 8 (800) #32 * After tire seasonal change made a short survey about quality of our work will be sent to your . Please, share your opinion with us! * Toll free call.

14 ROADSIDE ASSISTANCE 14 ROADSIDE ASSISTANCE To make your driving comfortable on the road, we recommend you to use Roadside Assistance. You can use the service any time, it is available 24/7/365 once you have received your corporate vehicle. To find out more information regarding the service, please, contact the responsible person in your company or an Arval operator. Geographical coverage: all over Russia Programs: Standard, Premium Phone numbers: +7 (495) #1 8 (800) #1 * Russian & English speaking operators * Toll free call.

15 15 ROADSIDE ASSISTANCE ARVAL ASSISTANCE STANDARD (FOR PASSENGER AND LIGHT COMMERCIAL VEHICLES UP TO 3.5 TONNES) ON-LINE TECHNICAL SUPPORT: on solving technical issues while using the vehicle (for example, how to start the engine by using another vehicle without harm to electronic systems of both vehicles); on the meaning of warning signals on the dashboard. ON-LINE LEGAL SUPPORT: on the procedure in case of an accident clarification of laws and road regulations. PROVISION OF INFORMATION ON THE PROGRAM CONTENT: provision of information on the Program content and services. TECHNICAL SUPPORT IN CASE OF A BREAKDOWN: battery recharge/jump start; fuel supply up to 20 litres (the fuel is paid by the driver in cash); punctured wheel change (if there is a spare wheel); alarm switch off; * car opening. ** TOWING IN CASE OF A BREAKDOWN OR AN ACCIDENT: towing the vehicle to the nearest Arval authorized partner (please, specify details with an Arval operator). * If technically possible. ** This service is provided only if the driver presents the Vehicle Registration Certificate.

16 ROADSIDE ASSISTANCE 16 ARVAL ASSISTANCE PREMIUM (FOR PASSENGER AND LIGHT COMMERCIAL VEHICLES UP TO 3.5 TONNES) ON-LINE TECHNICAL SUPPORT: on solving technical issues while using the vehicle (for example, how to start the engine by using another vehicle without harm to electronic systems of both vehicles); on the meaning of warning signals on the dashboard. ON-LINE LEGAL SUPPORT: on the procedure in case of an accident clarification of laws and road regulations. PROVISION OF INFORMATION ON THE PROGRAM CONTENT: provision of information on the Program content and services. TECHNICAL SUPPORT IN CASE OF A BREAKDOWN: battery recharge/jump start; fuel supply up to 20 litres (the fuel is paid by the driver in cash); punctured wheel change (if there is a spare wheel); alarm switch off; * car opening. ** TOWING IN CASE OF A BREAKDOWN OR AN ACCIDENT: towing the vehicle to the nearest Arval authorized partner (please, specify details with an Arval operator). * If technically possible. ** This service is provided only if the driver presents the Vehicle Registration Certificate.

17 17 ROADSIDE ASSISTANCE THE ACCIDENT COMMISSIONER S SERVICES AT A PLACE OF THE ACCIDENT: support the driver (how to deal with the road police in case of the accident); checking the accident-related documents filled in; if the driver isn t able to call a tow truck, the accident commissioner arranges and controls towing. THE ACCIDENT COMMISSIONER S SERVICES AFTER AN ACCIDENT: submission of a primary set of the documents to the insurance company for the registration of the accident; assistance in obtaining additional documents and their submission to the insurance company; * obtaining Repair Document from the insurance company; delivery of the original Repair Document to the driver s office. * This service can t be provided if the party must be authorized to attend the state authorities by himself/ herself in accordance to the legislation of RF.

18 ACCIDENT MANAGEMENT 18 ACCIDENT MANAGEMENT Arval provides a full insurance package including OSAGO, KASKO and DSAGO. In addition, the package may include insurance of drivers, passengers and accessories. Arval specialists will consult and support you for all questions related to an accident. ACCIDENT WITH OR WITHOUT THIRD PARTIES AND ILLEGAL ACTIONS OF THIRD PARTIES YOUR ACTIONS: 1. DO NOT MOVE THE VEHICLE FROM THE PLACE OF THE ACCIDENT UNTIL ARRIVAL OF THE ROAD POLICE Activate warning lights and set up a warning triangle. Do not plead guilty if you are in doubt.

19 19 ACCIDENT CASE HANDLING 2. IMMEDIATELY CALL THE POLICE AND REPORT THE ACCIDENT: 02 for stationery phones; 112 or 911 for mobile phones. 3. REPORT THE ACCIDENT TO ARVAL by phones: +7 (495) #1, 8 (800) #1 * (24/7 service) or by service@arval.ru Contact an insurance specialist if you need towing. If accident commissioner s service is included, the commissioner will arrive at the place of the accident and help you in preparing and obtaining of necessary documents for the insurance company. 4. FOLLOW THE INSTRUCTIONS OF AN INSURANCE SPECIALIST An insurance specialist will inform you of necessary documents for registration of the accident. In case of the accident with third parties involved: certificate (Ф-154 form) containing a list of vehicle damages received from a GIBDD inspector; protocols and decision on the supposed guilty party involved in the accident or ruling; ** accident notification; driver s license; Vehicle Registration Certificate; power of attorney for driving the vehicle, extract from the lease agreement; passport. NOTE BENE! Be sure that all the external damages caused to your vehicle are to be specified in the documents provided to you. All these documents do not to have to contain any misprints or errors. In case of illegal actions of third parties: certificate (form 3 or certificate according to the template of the insurance company) containing a list of vehicle damages; decision on institution or refusal on institution of criminal proceedings; accident notification; * Toll free number. ** If such documents were not provided at the place of the accident, ask an inspector the date and time when your accident will be examined by the GIBDD administrative practice group.

20 ACCIDENT CASE HANDLING 20 driver s license; Vehicle Registration Certificate; power of attorney for driving the vehicle, extract from the lease agreement; passport. NOTE BENE! Be sure that all the external damages caused to your vehicle are to be specified in the documents provided to you. All these documents do not to have to contain any misprints or errors. An insurance specialist will inform you of the period to register the accident, the set of necessary documents, and the address of the nearest insurance company s office. If the accident occurred far away from the insurance company s office: call Arval; an insurance specialist will consult you on remote settlement of losses (by ); take pictures of the damaged vehicle parts (see the procedure on p ); send these pictures and the set of documents by (an insurance specialist will tell you the address). 5. BOOK FOR REPAIR after receiving Repair Document from the insurance company, contact the repair station on your own; upon delivery of the vehicle at the repair station, inform Arval Driver Support Centre by phones: +7 (495) #31, 8 (800) #31 * or by service@arval.ru; after receiving Letter of Guarantee from the insurance company, Arval specialists will contact you within 3 working days for repair; repair works are possible only after confirmation of Arval. 6. TAKE YOUR VEHICLE BACK When repair works completed Arval partner will inform you and agree on date and time. You should take your vehicle back within 3 calendar days. * Toll free number.

21 21 ACCIDENT CASE HANDLING VEHICLE THEFT YOUR ACTIONS: 1. IMMEDIATELY CALL THE POLICE AND REPORT THE ACCIDENT: 02 for stationery phones; 112 or 911 for mobile phones. Make a written notification to the police office nearest to the place of the theft. 2. REPORT THE THEFT TO ARVAL WITHIN 24 HOURS by phones: +7 (495) #1, 8 (800) #1 * (24/7 service) or by service@arval.ru. 3. FOLLOW THE INSTRUCTIONS OF AN INSURANCE SPECIALIST An insurance specialist will inform you of necessary documents for registration of the accident. decree on the initiation of criminal case; decision on recognition as the injured party; authorized copy of the decision on inclusion of material evidence in the criminal case (with a place of their storage indicated); copy of the Vehicle Registration Certificate authorized by the police and sealed photo of keys; accident notification; driver s license; power of attorney for driving the vehicle, extract from the lease agreement; passport; Vehicle Registration Certificate and complete set of keys (if they are not taken by the police). An insurance specialist will inform you of the period to register the accident, the set of necessary documents, and the address of the nearest insurance company s office. The insurance company may deny in compensation to the lessee if above documents or complete set of keys is unavailable. * Toll free number.

22 ACCIDENT CASE HANDLING 22 NATURAL DISASTER YOUR ACTIONS: 1. APPLY TO A POLICE OFFICE AND REGISTER RECEIVED DAMAGES The certificate should contain the place of the vehicle location at the moment of the accident, accident date, damage circumstances, and all the damages caused by the natural disaster. 2. APPLY TO THE LOCAL HYDROMETEOROLOGICAL SERVICE FOR A CERTIFICATE OF THE NARURAL DISASTER for Moscow and Moscow Region: +7 (495) ; for regions: select your city at 3. REPORT THE ACCIDENT TO ARVAL by phones: +7 (495) #1, 8 (800) #1 * (24/7 service) or by service@arval.ru Contact an insurance specialist if you need towing. 4. FOLLOW THE INSTRUCTIONS OF AN INSURANCE SPECIALIST An insurance specialist will inform you of necessary documents for registration of the accident: written accident notification, certificate from the Hydrometcentre and other documents required for registration of the accident. An insurance specialist will inform you of the period to register the accident, the set of necessary documents, and the address of the nearest insurance company s office. If the accident occurred far away from the insurance company s office: call Arval; an insurance specialist will consult you on remote settlement of losses (by ); * Toll free number.

23 23 ACCIDENT CASE HANDLING take pictures of the damaged vehicle parts (see the procedure on p ); send these pictures and the set of documents by (insurance specialist will tell you the address). 5. BOOK FOR REPAIR after receiving Repair Document from the insurance company, contact the repair station on your own; upon delivery of the vehicle at the repair station, inform Arval Driver Support Centre by phones: +7 (495) #31, 8 (800) #31 * or by service@arval.ru; after receiving Letter of Guarantee from the insurance company, Arval specialists will contact you within 3 working days for repair; repair works are possible only after confirmation of Arval. 6. TAKE YOUR VEHICLE BACK When repair works completed Arval partner will inform you and agree on date and time. You should take your vehicle back within 3 calendar days. After repair works completed, a short survey about quality of our work will be sent to your . Please, share your opinion with us! * Toll free number.

24 ACCIDENT CASE HANDLING 24 PHOTOGRAPHING PROCEDURE NOTE BENE! Remote settlement of losses is possible only if you have received this recommendation from an insurance specialist. The vehicle inspection is preferable to conduct in the daytime. We highly recommend you to use additional light sources if the vehicle inspection is conducting in poor light conditions. We recommend you to use additional light sources in order to identify better damages: dents, scratches, etc. The vehicle should be clean. It is mandatory to take a picture of VIN stamped on the vehicle body and odometer readings to identify the vehicle and receive data on its mileage. If the front vehicle part is damaged, the type of headlights (xenon/halogen), lamp operation, process fluids leakage must be recorded. If air bags inflate, their markings must be photographed. In case of windscreen damages, you should specify heated windscreen system and the list of sensors (if any) in Inspection Act. In addition, the windscreen markings must be photographed. If there are no such options it must be also indicated! Vehicle pictures must ensure identification and all the damages to the vehicle. THE FOLLOWING PICTURES MUST BE TAKEN: 4 pictures of the vehicle general view from 4 sides. The purpose is to take a picture of the whole vehicle with damages and license plates. If it is impossible, you should specify the reasons in Inspection Act.

25 25 ACCIDENT CASE HANDLING The picture of damaged parts of the vehicle. The purpose is to take a picture in order to determine a form and nature of damages on the vehicle body. If required, several pictures can be taken. You should take a picture of the separate damaged part of the vehicle. The picture of separate parts, body damages, and vehicles collision signs. The purpose is to receive as much as possible information on the recorded damages in order to determine a degree and nature of the vehicle damages. All the vehicle damages specified in Inspection Act including inside compartments (engine compartment, passenger compartment, luggage space) must be photographed.

26 ACCIDENT CASE HANDLING 26 ACCIDENT REGISTRATION ACCORDING TO EUROPEAN ACCIDENT STATEMENT European Accident Statement is a form of notification of the accident that drivers are to fill in themselves. The European Accident Statement confirms the right of an injured party involved in the accident to reimbursement under OSAGO policy without calling of a GIBDD inspector to the accident place. EUROPEAN ACCIDENT STATEMENT APPLIES IN THE FOLLOWING CASES: Only two (2) parties involved in the accident (i.e. 2 vehicles). Two parties involved in the accident have valid OSAGO policies. If a driver has KASKO policy, was found guilty and did not call GIBDD, then according to the KASKO insurance rules such driver would not be entitled to receive damage reimbursement. No injured people (damage is caused ONLY to the vehicles involved in the accident). Total amount of damages must not exceed RUB Otherwise a driver must pay all the costs more than RUB The parties have agreed that one party is guilty, and do not dispute this fact. ARVAL INFORMS YOU OF THE RISKS WHICH ARE REFUSAL FOR THE INSURANCE COMPANY S REIMBURSEMENT: The KASKO rules have not been changed calling of a GIBDD inspector to the accident place is mandatory. At the time of the accident a driver is not able to determine the exact amount of damage caused. Due to the lack of technical expertise skills it is difficult for a driver to determine hidden defects in the vehicle. A driver cannot clearly determine the guilt of each party involved in the accident. The accident is stressful moment for everyone involved, there is a great risk of filling in necessary documents incorrectly. YOUR ACTIONS FOR REGISTERATION OF THE ACCIDENT ACCORDING TO EUROPEAN ACCIDENT STATEMENT 1. If the above risks relate to your accident, do not move your vehicle from the accident place and call a GIBDD inspector.

27 27 ACCIDENT CASE HANDLING 2. Take pictures of the accident place and all damages of your vehicle and the other one. 3. Fill in a European Accident Statement. NOTIFICATION (EUROPEAN ACCIDENT STATEMENT) USE A BALL PEN FOR FILLING IN THE NOTIFICATION NOTIFICATION IS TO BE FILLED BY BOTH DRIVERS, EACH FILLS HIS/HER COLUMN THE BACK SIDE IS TO BE FILLED IN BY EACH PARTY HIMSELF/HERSELF AFTER FRONT SIDES OF BOTH COPIES ARE FILLED IN THEY SHOULD BE DETACHED BOTH DRIVERS SHOULD SIGN TWICE THE FRONT SIDE OF THE NOTIFICATION (ONE UNDER THE DATA, THE OTHER UNDER CONSENT) THE BACK SIDE SHOULD BE SIGNED BY THE DRIVER WHO OWNS THIS COPY The example of accident scheme CONTOUR OF TRAFFIC LANE WITH STREETS AND BUILDINGS BUILDING 5 ROAD SIGNS TRAFFIC PATHS AND STREAM DIRECTION OF VEHICLES ROAD LINES, SIGNS DIRECTION OF EACH VEHICLE BEFORE THE OLLISION POSITIONS OF VEHICLES AFTER THE COLLISION MODELS AND NUMBERS OF BOTH VEHICLES ITEMS RELATED TO THE ACCIDENT TRAFFIC LIGHTS

28 ACCIDENT CASE HANDLING 28 NOTE BENE! Filled in documents must not contain any errors or corrections. The notification filled in partially or incorrectly is considered as not submitted. The copy of the accident notification provided will not exempt you from sending its original at an insurance company s office or its representative s office. One of the drivers involved in the accident must plead guilty, make a note in a European Accident Statement that he/she pleads such guilt, and must sign the document. 4. REPORT THE ACCIDENT TO ARVAL by phones +7 (495) #1, 8 (800) #1 * (24/7 service) or by service@arval.ru Contact an insurance specialist if you need towing. 5. FOLLOW THE INSTRUCTIONS OF AN INSURANCE SPECIALIST An insurance specialist will inform you of necessary documents for registration of the accident: If you are the injured party please, submit the following set of documents to the insurance company which is specified in your OSAGO policy within 5 calendar days: written accident notification (European Accident Statement); OSAGO policy; driver s license; Vehicle Registration Certificate; power of attorney for driving the vehicle, extract from a lease agreement; passport. Provide the vehicle to the insurance company for inspection or technical expertise within 5 days since the accident moment. An insurance specialist will inform you of the decision adopted and further actions. If you are the guilty party please, provide a written accident notification to the insurance company which is specified in your OSAGO policy within 5 calendar days: do not repair your vehicle within 15 calendar days since the accident moment (weekends and public holidays not included) without a written confirmation from the insurance company; * Toll free number.

29 29 ACCIDENT CASE HANDLING if you fail to meet the above requirements, the insurance company may require you to pay the repair costs of the injured party. NOTE BENE! If the accident is registered according to European Accident Statement, you may not repair your vehicle under KASKO policy.

30 VEHICLE RETURN

31 VEHICLE RETURN 31 DEAR USER, At the end of the lease agreement, the vehicle shall be returned to Arval. According to the decision of your company s management the vehicle use period can be extended or the vehicle can be replaced by a new one. If you want to buy out a corporate vehicle, please contact the person in charge of your company. Arval highly recommends you to follow the instructions of this section in order to avoid additional costs related to damages of the vehicle or the lack of any documents. VEHICLE RETURN STEPS 1. Three months prior to the end of the vehicle lease agreement, the Arval account manager contacts the person in charge of your company about return of the vehicle. 2. If the management of your company decides to return the vehicle, then no later than one day prior to return the official representative of Arval agrees the vehicle return date, time and place with you (or with an authorized employee of your company).

32 32 VEHICLE RETURN 3. When delivering the vehicle back, you shall have the following set of documents and items to be returned: original Power of Attorney for the vehicle return issued by your company; Certificate of the vehicle Registration; OSAGO (Compulsory Third Party Car Insurance) policy; full set of keys; duplicate keys; * fuel card * (cut into two pieces and without PIN!); keys and alarm cards; * accessories (according to the agreement); * vehicle service (warranty) book with the records of service maintenance operations performed by authorized dealers; * vehicle, alarm, radio, CD- or DVD-player operating instructions. * 4. Prepare and sign the Vehicle Return Certificate together with the Arval official representative. This document shall contain the return place, date and time as well as the list of all damages and missing elements of the vehicle. NOTE BENE! The vehicle shall be returned: with the amount of fuel in the tank not less than that specified in the Delivery and Acceptance Certificate at the time of vehicle acceptance; clean (if the vehicle is returned dirty, Arval reserves the right to draw up an additional Inspection Certificate indicating damages found after washing); in good technical condition and with a complete package, as at the time of delivery. If the vehicle cannot move on its own, inform the Arval representative thereof. * If applicable to your company, the items shall be returned to Arval within 48 hours from the date of signing the Vehicle Return Certificate.

33 VEHICLE DAMAGE 33 VEHICLE DAMAGE If the vehicle is damaged or is not in a state of normal wear and tear, it is important to officially declare an accident and, if possible, carry out repairs prior to the time of the vehicle return. Normal wear and tear means wear that the vehicle would have been subject to as a result of its normal intended use during the period of its using, as it is defined in the agreement and operating manual. Damage (abnormal wear) occurs as a result of a particular event or series of events, such as impacts, placing unsecured cargo inside the vehicle, rough/negligent use or improper handling of the vehicle. The vehicle should be operated and maintained in strict compliance with the operating manual, which you will receive upon the vehicle delivery (including the schedule of technical inspections). In case of failure to meet these terms and conditions and there are damages beyond normal wear and tear, the Lessee may be required to pay the estimated cost of damages caused to the vehicle beyond normal wear and tear. Here below you can find sample damages to better understand what normal/ abnormal wear and tear is. NOTE BENE! If you have repairs authorization, put marks in the garage that neither repair works were performed no spare parts were ordered. If an accident was not claimed to the insurance company, Arval has the right to charge your company with the estimated refurbishment costs beyond normal wear and tear.

34 34 VEHICLE DAMAGE BODY AND PAINT DAMAGES ACCEPTED BY ARVAL WITHOUT CHARGING THE LESSEE: small dents without paint damages, not more than 20 mm in diameter and/ or not deeper than 2 mm; scratches not longer than 30 mm, not reaching the metal substrate, which can be removed by polishing; chips.

35 VEHICLE DAMAGE 35 BODY AND PAINT DAMAGES ACCEPTED BY ARVAL WITHOUT CHARGING THE LESSEE:

36 36 VEHICLE DAMAGE BODY AND PAINT DAMAGES CHARGED TO THE LESSEE: scratches with paint damages and/or more than 20 mm in diameter and/ or deeper than 2 mm; deep scratches longer than 30 mm, reaching the metal substrate, which cannot be removed by polishing; scratches with rust; body deformation; lack of radiator grille, plastic parts, fog lights or plugs, door handles, logo, identification marks; signs of improper repair operations (if not reported during the vehicle operation); numerous hood potholes from stones, sand or gravel; paint damages caused as a result of exposure to chemicals, bird droppings, dead leaves, etc.; damages caused by hail; improper paint restoration: color difference, dusted paint, peeled paint, improper polishing (if not reported during the vehicle operation); damages or color difference (fading) as a result of the use of advertising labels/stickers.

37 VEHICLE DAMAGE 37 BODY AND PAINT DAMAGES CHARGED TO THE LESSEE:

38 38 VEHICLE DAMAGE DAMAGES TO BUMBER AND SIDE MEMBERS ACCEPTED BY ARVAL WITHOUT CHARGING THE LESSEE: scratches on bumpers or side protection not longer than 50 mm, which can be removed by polishing; slight abrasion of unpainted parts.

39 VEHICLE DAMAGE 39 DAMAGES TO BUMBER AND SIDE MEMBERS CHARGED TO THE LESSEE: deep scratches or cracks that require part replacement; broken, cracked or deformed bumper or side member (e. g., molding); lack of bumper or side member, in whole or in part; numerous potholes from stones, sand or gravel; side members extending from the body (unsecured); lack of towing hook.

40 40 VEHICLE DAMAGE DAMAGES TO TIRES, WHEEL DISKS AND CAPS ACCEPTED BY ARVAL WITHOUT CHARGING THE LESSEE: normal tread height (over 1.6 mm); slight deformation, scratches, abrasion of discs or caps.

41 VEHICLE DAMAGE 41 DAMAGES TO TIRES, WHEEL DISKS AND CAPS CHARGED TO THE LESSEE: lack of disks or caps (if the vehicle was originally equipped therewith); disks, caps and tires that do not meet those specified in the lease agreement; heavily scratched, cracked or deformed discs or caps; lack of spare wheel (except vehicles not equipped with a spare wheel); cut, broken, deformed tires, visible damages to sidewalls or tread; flat tires; tire wear limit is reached (less than 1.6 mm).

42 42 VEHICLE DAMAGE DAMAGES TO GLASSES, MIRRORS AND LIGHTING FIXTURES ACCEPTED BY ARVAL WITHOUT CHARGING THE LESSEE: slight chips and/or scratches on the windshield or mirrors, not impairing the visibility and driver safety; slight abrasions and surface scratches on the side windows, lamps, lights and other lighting fixtures.

43 VEHICLE DAMAGE 43 DAMAGES TO GLASSES, MIRRORS AND LIGHTING FIXTURES CHARGED TO THE LESSEE: deep scratches, abrasion and chips on the windshield in the driver s field of view; windshield damages with cracking; deep scratches, cracks, and numerous potholes on the side and rear windows; broken, cracked, abraded glasses, mirrors or mirror housings; inoperable mechanisms of side windows and/or door mirrors; broken lights or lighting fixtures, with cracks or holes; heavily scratched and/or abraded lamps and lighting fixtures; moisture or water inside lamps or lighting fixtures; damaged mirror mountings and/or housings.

44 44 VEHICLE DAMAGE DAMAGES TO THE CAR INTERIOR ACCEPTED BY ARVAL WITHOUT CHARGING THE LESSEE: dirty carpets or interior elements by not more than 30%; worn seats: faded cloth/leather, abraded and faded in the sun by not more than 30%; consequences of accessories dismantling not requiring repair.

45 VEHICLE DAMAGE 45 DAMAGES TO THE VEHICLE INTERIOR CHARGED TO THE LESSEE: holes, cuts, tearing, burn-through, deformation of any interior element: seat, door and ceiling covering, shelf behind the rear seat, dashboard, floor, carpets, etc.; non-removable stains of any origin; extremely dirty interior requiring cleaning or repair; follow the dismantling of additional devices that require repair; damages to the cargo or trunk compartment; damaged devices (e.g., air conditioner, climate control, seat actuators and indicator lamps).

46 46 VEHICLE RETURN MECHANICAL PARTS AND AGGREGATES If damages to mechanical parts and aggregates are found when you return the vehicle (oil pressure or Check Engine indicator is on, window raiser is not working, etc.). Arval reserves the right to examine such damages in order to determine their compliance with normal wear and tear. If damages are beyond normal wear and tear due to improper use of the vehicle, Arval has the right to charge your company with the refurbishment costs. ACCESSORIES AND EXTRAS ACCEPTED BY ARVAL WITHOUT CHARGING THE LESSEE: dirty accessories and/or extras. CHARGED TO THE LESSEE: lack of accessories and/or extras, as specified in the lease agreement; heavily damaged and/or inoperable elements. Please note that this list is not exhaustive. Some information can be amended and updated. Year of publication: 2016 г. Version: 1.05 Note: Arval reserves the right to change pictures and information without prior notice.

47 DRIVER SUPPORT CENTRE: +7 (495) #31 8 (800) #31 * * Toll free number. Date created: 2016 Version: 003 Simonov Plaza Business Centre 26 str. Leninskaya Sloboda, bldg. 5 Moscow, Russia, Fax: +7 (495) info@arval.ru