IMPORTANT INFORMATION AT A GLANCE.

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1 SERVICE-GUIDE IMPORTANT INFORMATION AT A GLANCE. We care about cars. We care about you.

2 WELCOME

3 VEHICLE DELIVERY MAINTENANCE, TYRES, REPAIRS ACCIDENT & DAMAGE DRIVER SERVICES VEHICLE RETURN

4 VEHICLE DELIVERY

5 RESCUE CARD WHAT IS THE RESCUE CARD? In the event of an accident, the rescue of the passengers from the vehicle has the highest priority. To do this, nowadays, the rescue services require precise information on car specific airbag and technical systems in order to prevent further harm to the victims of a crash. The so called rescue card, developed by the ÖAMTC, provides specific information about the vehicle s details necessary for a safe rescue. Airbag trigger, belt tensioners, lining or the LPG system, the rescue card captures the special features of a vehicle type graphically, in the form of a sketch with colored spots. You can print out your vehicle-specific rescue card here: adac.de. Further information may be found on the manufacturer s websites. ALTHOUGH THE RESCUE CARD IS NOT YET MANDATORY IN GERMANY, YOUR SAFETY IS IMPORTANT TO US SO PLEASE ENSURE THE RESCUE CARD IS UNDER THE SUN VISOR. Our logistics centers have already put a sticker highlighting the presence of a rescue card on the windshield of your car. Should there be no sticker on the windshield of your car, there is one enclosed that can be applied. The rescue card should be kept under the sun visor; this is where the rescue services will look and therefore they can help immediately. If the card was not placed under the sun visor, please make sure to do this by yourself this is for your own safety.

REFLECTIVE VEST INFORMATION FOR YOUR SAFETY WE HAVE PLACED A REFLECTIVE VEST IN YOUR CAR. Based on the accident prevention regulations of the Mutual Indemnity.

6 REFLECTIVE VEST INFORMATION FOR YOUR SAFETY WE HAVE PLACED A REFLECTIVE VEST IN YOUR CAR. Based on the accident prevention regulations of the Mutual Indemnity. Corporation (Berufsgenossenschaft), as a user of a company car you are obliged to wear a reflective vest in any potentially dangerous situation. Please contact your employer should you require further information about the Mutual Indemnity Corporation, its accident prevention regulation or insurance protection. Please note that different regulations relating to reflective clothing may apply in the other European countries. REFLECTIVE VESTS MUST BE READILY AVAILABLE TO THE DRIVER, INSIDE THE VEHICLE, AT ALL TIMES.

7 MAINTENANCE, TYRES, REPAIRS

8 SERVICE CARD AND REPAIRS YOU MAY TAKE ADVANTAGE OF THE FOLLOWING CASH-FREE SERVICES ANYWHERE IN GERMANY UNLESS OTHERWISE SPECIFIED IN YOUR COMPANY ARRANGEMENT maintenance, servicing, repairs, inspection, general and emission inspections tyre service: replacement, change, storage Should a repair shop not accept our Service Card, please use the enclosed Service Instructions form to organize your service needs. NOTE: SHOULD YOU OWN A FUEL CARD PLEASE USE IT AS YOUR PAYMENT METHOD. Maintenance and repairs, general and emission inspections For maintenance and repairs, you may select any workshops recommended by the manufacturer. Please note that Arval Deutschland GmbH shall only pay for services performed at the intervals set by the manufacturer in accordance to the maintenance service agreed in your contract.

TYRE SERVICE You may make use of the tyre service at any of our 3,200 tyre partners. Your local tyre partner may be found online under the customer section at the following website: www.arval.

9 TYRE SERVICE You may make use of the tyre service at any of our 3,200 tyre partners. Your local tyre partner may be found online under the customer section at the following website: You may also use our Smartphone App or call our 24h Service Hotline. Should you decide not to access one of our contracted partners, additional expenses may be incurred and will be charged back to you.

10 SUMMER AND WINTER TYRES YOU WILL FIND A TYRE-SYMBOL ON THE REAR OF YOUR SERVICE CARD IF OUR WINTER TYRE SERVICE IS INCLUDED IN YOUR LEASING CONTRACT. You do not have the winter tyre service included in your leasing contract? We would be happy to suggest it to you. Simply call our 24h Service Hotline. If the winter tyre service is included in your leasing contract, please note the following: For vehicle deliveries between 1st April and 30th September You will receive summer tyres on your car. Shortly before the winter season commences (October until Easter), you can order tyres and rims and have them installed at a tyre partner of your choice. Vehicle delivery between 1st October and 31st March Your vehicle will be delivered with winter tyres and the appropriate rims mounted. Your summer tyres will be in the boot of the car and can easily be stored by one of our tyre partners.

11 FREQUENTLY ASKED QUESTIONS 1 Who do I contact if I have questions concerning the tyre process? Please call our 24h Service Hotline. Our staff will also help you identifying whether the desired tyres and/or rims are included in your rate. 4 Is it possible that winter tyres are smaller/narrower than summer tyres? Yes, winter tyres can vary from summer tyres. You cannot request to have summer tyres that have the same size as winter tyres. 2 Is 3 Does it possible to order tyres at any time? Tyres can only be ordered through process described at the times indicated, assuming they are included in your full service package. the term tyre mean that I could have my winter tyres fit to my summer rims? No. Generally it means you have a complete set, which means rims with fitted tires. 5 Are winter tyres always suitable for snow chains? Generally you can say that this is the case. However, there are some winter tyres not suitable for snow chains. Before driving and/ or ordering, please ask your tyre partner for advice.

12 ACCIDENT & DAMAGE

13 YOU HAD AN ACCIDENT? WE ARE HERE FOR YOU! Please keep calm Always enlist the help of the police in recording the particulars of an accident Do not acknowledge any blame Phone our accident hotline immediately: +49 (0)89 / Photograph scene of accident Please keep the following documentation ready when making the claims report: Driving license Vehicle registration certificate Police file number Accident particulars The registration numbers of the vehicles involved All registered vehicle owners and drivers The vehicle insurance details of the opposing party The police station handling the case and the log number The full names and addresses of any potential witnesses If not urgent case especially if no other party is involved you can claim the accident by yourself. Just use the accident report enclosed to this guide. Or find it in our customer area on Smartphone App also provides you with an additional resource for information!

14 HANDLING OF ACCIDENT WE WILL HANDLE YOUR CLAIM FOR YOU: Rapid provision of replacement vehicle Professional repairs at competitive prices in one of our partner workshops. Arval Deutschland GmbH holds the right to choose a garage. This also applies even if the car can still be driven. Reliable forwarding of the claims or accident report to the respective insurance company THIRD-PARTY LIABILITY WHAT TO DO? If third-party claims are made in respect of personal injury and property damage:* 1 2 RECORD THE FOLLOWING PARTICULARS: The registration numbers of the vehicles involved All registered vehicle owners and drivers The vehicle insurance details of the opposing party PASS THIS INFORMATION ON TO US VIA OUR 24H SERVICE HOTLINE +49 (0)89 / The police station handling the case and the log number The full names and addresses of any potential witnesses Do not acknowledge any blame at the site of the accident, neither verbally nor in writing. Don t let anyone push you to do so! *Unless you have made alternative arrangements with your employer.

15 PARTIAL INSURANCE COVER WHAT TO DO? In the case of the following typical claims, please phone our accident hotline*. 24H SERVICE HOTLINE: +49 (0)89 / Glass Game/wild animals (please always inform the police or the forest authority!) Windstorm and hail Theft (please inform the police!) Fire Damages caused by animals (e. g. marten) COMPREHENSIVE INSURANCE COVER WHAT TO DO? In the case of accidental damage to the vehicle, even as a result of your own negligence, please observe the following points and phone our accident hotline immediately:* 24H SERVICE HOTLINE: +49 (0)89 / All damage not exceeding Euro 400, in value can be repaired immediately. All damage exceeding Euro 400, in value requires our approval prior to repair. Arval Deutschland GmbH will of course assume responsibility for coordinating the repair process. Please photograph all the damage caused prior to it being repaired! Please present your Service Card when authorising repairs, and always take care to have the invoice addressed to Arval Deutschland GmbH and the original 24h invoice Service submitted Hotline to +49 us. (0)89 / *Unless you have made alternative arrangements with your employer.

GLASS BREAKAGE To report a glass breakage, please call our 24h Service Hotline. Repairs to broken glass, including replacement of windshields, are performed exclusively by our partner CARGLASS.

16 GLASS BREAKAGE To report a glass breakage, please call our 24h Service Hotline. Repairs to broken glass, including replacement of windshields, are performed exclusively by our partner CARGLASS. This can be done on site, if requested. IF YOU HAVE ANY QUESTIONS, OR WISH TO MAKE AN APPOINT- MENT, JUST CALL THE CARGLASS SERVICE LINE. CARGLASS SERVICE LINE: 0800 / You will find further information via our Smartphone App.

17 DRIVER SERVICES

SMARTPHONE APP OVERVIEW OF FUNCTIONS: SERVICES: Partners located in your area with contact details Direct contact to Carglass and to Logistic

department, ambulance services ACCIDENT: Checklist for how to react in the event of an accident Direct contact to a lawyer hotline (ADAC)

18 SMARTPHONE APP OVERVIEW OF FUNCTIONS: SERVICES: Partners located in your area with contact details Direct contact to Carglass and to Logistic Center for any questions Rental car hotline Car purchase request at contract end if desired EMERGENCY: Direct contact for police, fire department, ambulance services ACCIDENT: Checklist for how to react in the event of an accident Direct contact to a lawyer hotline (ADAC) Accident reports can be sent directly via the app The App is free of charge and can be obtained through any regular portal as well as via

19 DRIVER SALES ARE YOU SATISFIED WITH YOUR VEHICLE? STAY WITH US AND PURCHASE YOUR VEHICLE WITH OUR VERY SPECIAL CONDITIONS Nobody knows your vehicle better than you do therefore no surprises are to be expected. No matter if you buy the vehicle for yourself, your family or just friends, our very special conditions will convince you! Cheap financing and warranty on second-hand cars are also possible. CURIOUS? FOR AN UNSEALED ENQUIRY Just use the form purchase price inquiry enclosed to this guide. Or find it in our customer area on Write an to Please include the estimated mileage as of the desired purchasing date Please phone our 24h Service Hotline An unsealed purchasing price can only be stated 3 months prior to the purchasing date. FOR YOUR INFORMATION: ARVAL DEUTSCHLAND GMBH ALSO OFFERS USED CARS IN TOP CONDITION. VISIT US AT

20 VEHICLE RETURN

21 VEHICLE RETURN Please check in good time with the responsible person in your company to enquire about the date of return of your vehicle to Arval Deutschland GmbH. Please consider the minimum handling time of 3 business days to arrange an appointment. Further information about the return process may be gathered from the person responsible within your business. To enable a fast and efficient return, please ensure to clean your vehicle (inside and outside). You will be required to return the following documents and accessories upon relinquishing your vehicle: vehicle registration / letter of admission part I all keys radio code/radio documents if available original tyre equipment including, if available, aluminum wheel rims in safe condition fuel card(s) Other accessories listed in the records of delivery (e. g. roof racks, trailer coupling, mobile phone, remote control for independent vehicle heater)

22 Please note: We will not check if your personal settings on the vehicle installations (e. g. GPS or communication system) have been deleted. If you do not delete your personal information prior to the vehicle return, the new owner will be able to see and use these details. Neither Arval Deutschland GmbH nor their partners are liable for any damages caused due to abuse or use by the latter as a consequence of the use by new owner, unless the use or abuse was made possible because Arval Deutschland GmbH or one of their partners acted in an intentional or gross manner. FOR YOUR INFORMATION: VEHICLE EVALUATION IS UNDERTAKEN BY AN INDEPENDENT EXPERT. For appointments, please contact one of our logistic centers. You will find the addresses and telephone numbers at our website or on the Smartphone App. You may also contact us via our Hotline. You may also contact us via our Hotline.

23 ARVAL DEUTSCHLAND GMBH Bajuwarenring Oberhaching Germany +49 (0)89 / h Service Hotline +49 (0)89 / /2017 We care about cars. We care about you.

Service Guide. Assistance on the road. Please keep in glove compartment. 24-Hour Service Hotline:

Service Guide. Assistance on the road. Please keep in glove compartment. 24-Hour Service Hotline: 089 55 20 90 90 Table of contents. 24-Hour Service Hotline page 4 Service Card page 5 Claim Management