F.A.Q.

An Extended Warranty contract cannot be extended in duration and the contractual kilometers cannot be adjusted.

A weCare Silver, Gold or Platinum contract cannot be extended in terms of duration, but these can be regularized based on the number of kilometers driven. A weCare Silver, Gold or Platinum contract can be concluded for a duration of 3 to 8 years and for a mileage of 30.000 km to 210.000 km (Volkswagen commercial vehicles: 300.000 km). The contract will be effective on the date of first entry into service corresponding to the manufacturer's warranty start date, subject to approval by the supplier. The contract ends when the vehicle has reached the terms of the contract, namely, the mileage OR the end date of the contract. In the event that the mileage is reached before the end date of the contract, the remaining months remain due. In the event that the mileage is not reached on the end date of the contract, it will not be possible to extend the duration.

The Extended Warranty contract can be concluded for a duration of 1 to 3 years and takes effect on the expiry date of the manufacturer's guarantee. The contract expires 3 to 5 years after the date of first entry into service of the new vehicle and after 30.000 km to 150.000 km, according to the contractually agreed parameters, and on the first of the two terms reached.

If your vehicle for which the contract has been concluded becomes unusable as a result of an accident (e.g. total loss, etc.), as a result of an act beyond your control (e.g. theft, etc.) or in the event of sale/transfer, you must inform us within one month with regards to the termination of your contract. The elapsed months remain due and a refund is therefore not applicable. In the event of force majeure, an exception can be made on the basis of the evidence provided. To avoid any form of abuse that would fall under your responsibility, please send your request by email together with all supporting documents to wecare@dieteren.be or by letter to D'Ieteren Automotive SA/NV, weCare, Leuvensesteenweg 639, 3071 Kortenberg. If the general and special conditions described in your contractual agreement are not complied with, we can decide to terminate your contract with prior notice.

For each early termination at your initiative, a cancellation fee is due that corresponds to 30% of the monthly lump sums remaining on the date of cancellation.

In addition, a regularization of the invoicing can be made on the basis of, on the one hand, the actual mileage on the date of cancellation and, on the other hand, the interventions charged during the six months preceding this date of cancellation.

No refund is provided for the Extended Warranty contract.

That is certainly possible. We must be in possession of document n° 717B, which you can request via FODFIN. Document n° 716 is sufficient for a VAT reduction on the purchase of a car. Please note: we cannot activate your contract until we have received the necessary document. It is therefore important to apply for this request the day after purchasing the car to avoid having to wait a certain period for the receipt of the document and therefore also for the activation of your contract. For every new purchase of a car, you must request this document again.

A regularization is a recalculation of your monthly fee based on your parameters and considering your actual mileage. You can compare this with, for example, your energy bill. You pay a predefined amount that estimates your consumption. As soon as a deviation is established in a positive or negative sense, a regularization can possibly be implemented. A regularization is always done at the request of the customer. In the absence of a notification by the customer, we have the right to make this adjustment ourselves. Depending on whether you have driven more or less than the agreed parameters, you will reclaim a part or you will have to pay for the excess kilometers driven. This also guarantees full coverage of your weCare and you will never be faced with surprises.

You will be informed of this automatic regularization by letter at least one month in advance. This letter is only a notification so that you are aware that this adjustment will take place shortly. If, in your opinion, an estimate has been made on the basis of an incorrect mileage, this also still gives you the opportunity to contact our services to correct this. You can always request an intermediate regularization on your own initiative if you notice a deviation yourself. You can also find more details about this under article 4 of our general terms and conditions. Please note: the general terms and conditions may be subject to changes. For your personal situation, you should always rely on the general terms and conditions that you received enclosed to your contract. 

A regularization is not possible in case of an Extended Warranty contract.

In the event of a technical breakdown, you can benefit from a replacement car as part of your mobility guarantee. Each car benefits from the brand's mobility guarantee separately from a weCare contract. Audi, VW, VW ID, CVI, SEAT, SKODA

In addition to the mobility guarantee, you can also enjoy weCare Assistance. This is a technical assistance that reimburses you for costs that are not covered by the mobility guarantee, such as an immobilization caused by a car accident, theft, repatriation, etc ... 

In case of maintenance on your car, which can take 1 or more days, you can, in consultation with your car dealer, call on a replacement car, taking into account their applicable conditions.

The mobility guarantee is separate from the 2-year guarantee that the manufacturer offers when selling new cars.

The mobility guarantee is assistance offered by one of our brands that will benefit you in the event of immobilization due to a technical problem. This mobility guarantee is completely free and has an unlimited validity as long as you respect the manufacturer's maintenance program within the official network of your car brand. The mobility guarantee covers a range of costs related to roadside assistance, any replacement car or hotel costs. You can get the details of the covered costs through the following links Audi, VW, VW ID, CVI, SEAT, SKODA.

WeCare supplements this mobility guarantee with weCare Assistance and thus offers you even more benefits. WeCare Assistance covers certain costs related to your mobility that are not included in your brand's mobility guarantee, in the context of an accident, theft, attempted theft and vandalism (after analysis of your file). WeCare Assistance is only valid for a weCare Silver, Gold or Platinum contract and therefore does not apply to Extended Warranty contracts.

You can find information about the covered costs via the following link: weCare Assistance

Please note: Some models offer a separate mobility guarantee package such as the Volkswagen ID family. When purchasing a VW ID, you will receive extended roadside assistance for a period of 3 years starting on the date of delivery. In this case, the weCare Assstance does not apply. Your dealer is certainly willing to give you additional information on this matter so that you are certainly aware of the many advantages that you can enjoy as a customer.

You don’t have to worry. In this case it is important to check the reference date on your invoice. The first month is always billed pro-rata from the delivery date. This means that if you received your car on 16/01/2021, for example, you will pay the 1st invoice from the 16th of January until the end of February (approximately 1.5 months). From the 2nd month it is always a fixed amount per month as contractually determined. If this does not explain the difference, it is best to double-check the amount on your contract and contact our weCare service via our online contact form. 

If the mileage is reached before the end date of the contract, you are no longer covered by your weCare contract and the remaining months remain due. Your weCare contract is calculated on the basis of the chosen mileage, which we spread over the requested duration as mentioned in your contract. Regardless of when you reach the mileage, the remaining period will still be owed.

This does not apply for an Extended Warranty contract given that in this case the full amount has already been paid at the start of the contract.

Please note that you can continue to enjoy the benefits of the mobility guarantee until the end date of your contract, even if the contractual kilometers have already been reached.

Have you signed a financing contract in your name or do you drive a company car? 

Questions for private car owners and drivers

Is your car bought or leased by your company? 

Questions for professionals 

I would like to receive a financing offer for my vehicle, what should I do?

You can go to your dealer.
Our stock vehicle sales platforms also allow you to complete the entire purchase process online, with financing.
Do you prefer a custom configuration? You can configure your vehicle on our brands website. Then you can use the My Finance tool to simulate your desired financing and conclude it online. How do I do this? After your configuration, click on the financing link and you will be directly directed to the tool. Or, after finalizing your offer, you can go to: myvolkswagen.be, myskoda.be, finance.myaudi.be or myseat.be. If you log in, you will find your configuration and financing options.
You prefer the personal approach? Contact your dealer, complete the contact form or call +32 2 233 87 99.

My vehicle was scheduled for delivery in the next few days or weeks, what should I do?

Our dealerships are doing everything possible to welcome you while guaranteeing your health and safety. New and used vehicle delivery  activities are maintained and organized by appointment. We always ask you to contact your dealer before coming. They will inform you of the pandemic arrangements and the services they can still offer you.

I am interested in the installation of a charging station for an electric vehicle, where can I get information?

We invite you to visit the EDI (Electric D'Ieteren Solutions) website, you will find the answer to all your questions. They continue to offer an in-home verification and installation service.

I have questions about my monthly payments or my contract, where can I go?

We will analyse your request together to find a constructive answer that meets your needs. Contact us via the contact form or call +32 2 233 87 99. We are here to help you.

My maintenance was scheduled in the next few weeks, now what?

Our dealerships do everything possible to welcome you while guaranteeing your health and safety. Mechanical and bodywork repairs will be arranged by appointment.
Contact your dealer, send us an e-mail via the contact form or call +32 2 233 87 99.

My vehicle's dashboard is displaying an error message regarding the oil level, cruise control, parking assistance, central door locking, etc. Can I continue driving? Should I call for assistance?

The warning lights and messages on the on-board computer must be followed. Please refer to your vehicle's manual to interpret them correctly or send a message to your dealer asking them to contact you as soon as they resume normal operations.

There is a technical problem or damage to my car, what should I do?

We invite you to contact your dealer to make an appointment.

My car broke down, I have a flat tire or a battery problem, what should I do? Am I entitled to a replacement car?

You can benefit from your brand's mobility guarantee. This assistance number can be found on the brand's website. If you do not benefit from this guarantee, but you are insured with us, you can also benefit from the assistance included in your contract: you will find the number on your green card.

I have a chip or a crack in my windshield, or the whole window of my car is broken, can it be repaired?

Please contact your dealer or your brand's mobility warranty. This assistance number can be found on the brand's website. If you are not covered by this warranty but are insured with us, you can also contact the insurance assistance via the number on your green card.

I have to take my car to the technical inspection, what should I do now?

Technical inspections are still possible, both in Flanders, Brussels and Wallonia. For more information about your region, we invite you to consult the GOCA website.

My tire change was scheduled, what should I do?

We invite you to contact your dealer to schedule an appointment.

I have a question about my insurance contract, where can I go?

Are you insured by one of our brands (an Actel product)? You can contact us via the usual number that appears on your green card. If necessary, you can also call 02/282 36 11.

Is it possible to postpone the repayment of my vehicle's Volkswagen D'Ieteren Finance loan?

Unfortunately, the law on consumer credit does not allow for payment terms.

My Classic Financing contract is coming to an end, will anything change?

Nothing changes. At the end of the contract, you are the permanent owner of the vehicle. If you have any questions about your contract or monthly payments, please contact us via the contact form or call +32 2 233 87 99.

My AutoCredit contract is expiring, what happens now?

If your AutoCredit contract expires during or shortly after containment, you have the option to return your vehicle, pay off or refinance the last monthly payment.
- If you wish to return your vehicle, please inform us of this choice by returning the end of contract document that you received by mail 3 months before the expiration date of your contract. Once we have this document, we will contact you to explain the steps to follow.
- If you wish to refinance your last monthly payment, please inform us of this choice by sending us the end of contract document that you received by mail 3 months before the expiration date of your contract. Once we have this document, we will contact you to analyze your refinancing request.
- If you wish to pay off your installment loan in full by making the last monthly payment, please inform us of this choice by sending us the termination document you received by mail 3 months before the maturity date of your contract. Once we have this document in our possession, you will receive the payment terms.
If you have ordered or wish to order a new vehicle of our brands with financing, replacing your current AutoCredit, you can contact your dealer or, us via the contact form or by phone +32 2 233 87 99.

I have currently driven fewer kilometers with my vehicle, what is the impact on my AutoCredit contract?

This does not affect your AutoCredit contract, which will not be adjusted during the term of the contract. Of course, this can be positive if you wish to sell your vehicle at the end of the contract: for example, your dealer or a third party may be willing to pay more than the guaranteed sale option (last monthly payment) set beforehand. However, Volkswagen D'Ieteren Finance offers no guarantee in this respect.

I have currently driven more miles on my vehicle, what is the impact on my AutoCredit contract?

As contractually fixed, and only in case of return to D'Ieteren Lease NV, the additional kilometers driven will be charged to you according to an indemnity fixed at the beginning of the contract. This information can be found on the sales option that you received by mail a few days after the delivery of your vehicle. If you cannot find this information, please send an e-mail via the contact form or call +32 2 233 87 99.

Is Volkswagen D'Ieteren Finance still available?

Yes, we are available to you. Even though most of our employees work from home in order to preserve their health, we are always available to answer all your questions.
So don't hesitate to call +32 2 233 87 99 or send an e-mail via the contact form. Your e-mail will be processed within 2 working days.

You haven't found your answer? 

Contact us via our contact form or call us

I would like to receive a financing offer for my vehicle, how can I do this?

You can visit your dealer/salesman. Volkswagen D'Ieteren Finance employees are also available by phone or e-mail. If you already have a contact person, you can reach him/her via his/her known e-mail or telephone number. If not, you can also reach us on the general number 02/233.87.99 or via our contact form.

How do I get my new vehicle delivered?

Our dealers have organized themselves in order to be able to continue to ensure the deliveries and this in the respect of the sanitary rules (only by appointment, preparation of anti-corona vehicle, the delivery is done outside, wearing of mask, disinfection of the hands,...).

I have ordered a new car and would like to have a vehicle waiting for delivery. Is this possible?

The provision of a waiting vehicle remains possible, subject to the application of sanitary rules (only by appointment, preparation of anti-corona vehicle, delivery is done outside, wearing of mask, disinfection of hands,...). Don't hesitate to contact us via our contact form or call us on the general number 02/233.87.99.

I am interested in the installation of a charging station for an electric vehicle, where can I get information?

We invite you to visit the EDI (Electric D'Ieteren Solutions) website, you will find the answer to all your questions. They continue to offer an in-home verification and installation service.

I have an urgent or important question about my contract. How can I contact D'Ieteren Lease? 

Your usual contract manager remains at your disposal. You can contact him/her directly by e-mail or by phone (he/she can be reached at his individual address and phone number). If necessary, you can also call our general telephone number 02/233.87.99 or contact us via our contact form.

My service was scheduled in the next few weeks or I had to make an appointment, what should I do?

Maintenance, repairs and tire changes are still possible at the dealers. It is strongly advised to bring your vehicle to the garage only after making an appointment.

I have a technical problem or my car is damaged, what should I do? 

Maintenance, repairs and tire changes are still possible at the dealers. It is strongly advised to bring your vehicle to the garage only after making an appointment. If you are no longer authorized to drive, or if the warning lights indicate that you are no longer authorized to drive (in case of doubt, consult your vehicle's manual), you can contact Assistance on 02/756.86.86 if you have subscribed to this service. If you do not have this service, you can call the mobility guarantee of your brand: this assistance number can be found on the brand's website.

My car broke down or has a problem. What should I do and can I get a replacement vehicle?

You can call Assistance at 02/756.86.86 if you have subscribed to this service. If you do not have this service, you can take advantage of the mobility guarantee for your vehicle. This assistance number can be found on the brand's website. This breakdown service can solve tire and battery problems on site. If you are stranded, you are entitled to a replacement vehicle.

My tires were scheduled to be changed, what should I do?

Maintenance, repairs and tire changes are still possible at the dealers. It is strongly advised to bring your vehicle to the garage only after making an appointment.

I have to take my car in for a technical control. What should I do now?

Technical inspections are still possible in Flanders, Brussels and Wallonia. For more information about your region, please visit the GOCA website.

I have a broken window, can it be repaired?

Maintenance, repairs and tire changes are still possible at the dealers. It is strongly advised to bring your vehicle to the garage only after making an appointment.

I had an accident, what should I do with the declaration I filled out?

If you are insured by us, you can send us the completed report to open your file via our contact form.

I am currently driving less kilometres with my vehicle, what is the impact on my contract?

We will take this into account throughout the duration of the contract and will make a proposal for modification if necessary.

My Financial renting or Financial leasing will expire soon. What should I do?

The conditions of the contract apply to your purchase option. If you have specific questions, please contact your usual contract manager, who will be happy to help you, or if necessary, contact us via the contact form. We will discuss your options together.

My Operational lease will expire soon. What should I do?

Returning a vehicle is still possible. The standard procedure for the end of the contract applies (making an appointment for the appraisal, collection of the vehicle and possibly delivery of the new vehicle).

Is Volkswagen D'Ieteren Finance still available?

Yes, we are available to you. Even though most of our employees work from home in order to preserve their health, we are always available to answer all your questions. So don't hesitate to call +32 2 233 87 99 or contact us via the contact form. Your e-mail will be processed within 2 working days.

I need a duplicate Certificate of Conformity
The customer must submit the request on the portal homologation.dieteren.be

I need a manufacturer’s sticker
The customer must submit the request on the portal homologation.dieteren.be. As a minimum, the customer must attach the CoC and the vehicle registration document to the request. Any other documents are welcome.

I need a copy of the PVA for exporting
The customer must submit the request on the portal homologation.dieteren.be. As a minimum, the customer must attach the national certificate of conformity and the vehicle registration document to the request. Any other documents are welcome.

I would like to import a vehicle from abroad
"The customer must submit the request on the portal homologation.dieteren.be. The customer must be in possession of the customs documents (705) and the registration certificate from the country of origin.
For the USA, do not forget CARFAX."

What is my CO2 consumption or EURONORM
The customer must submit the request on the portal homologation.dieteren.be. The customer must attach the vehicle registration document.

I need a statement for a certificate of origin
The customer must submit the request on the portal homologation.dieteren.be. For an EUR1 request, send the request to transitsales@dieteren.be

I need my vehicle identification number restamped
The customer must submit the request on the portal homologation.dieteren.be. The customer must attach the police report or/and the technical inspection report

Conversion of an N1 or M1 or SA (camper van) vehicle 
The customer must submit the request on the portal homologation.dieteren.be

Can I convert my AUDI, PORSCHE, SEAT or CUPRA into a utility vehicle?
No, the factories do not grant consent for this type of conversion.

Can I convert my VW or ŠKODA into a utility vehicle?
Yes, but not all models. Register your request on our portal (homologation.dieteren.be) and we will examine the details of the specific case.

What is the lead time for receipt of my documents?
This depends on the type of document. The lead time varies from 1 to 4 weeks.

I would like an invoice made out in the name of my company – how can I do this?
Go to homologation.dieteren.be and click on your name on the top right to open your profile and then click on EDIT. Any requests after this change will be in the company name. For any request to correct an invoice that has already been issued, please send a copy of your existing invoice and the new invoicing details.

Where can I find the invoice for services carried out?
After the ticket is closed, you will receive an email containing a link that you can use to download your invoice.

I have an appointment. How should I prepare?
Bring the vehicle to our premises together with the documents and a bank card for payment. Please note: cash or Apple Pay are not accepted.

I would like to reschedule or cancel my appointment. What should I do?
Find the email confirming your appointment and click on the link to reschedule or go directly to the platform and click on the appointment.

Can I turn up at the D’Ieteren Homologation service without an appointment or documents?
Yes, but we recommend that you submit your request on the platform in advance to allow us to prepare for your visit and avoid any waiting time or return trips.

I would like to come and pay for the document in person and receive it directly. What should I do?
State your choice on the portal when you make your request.

I have forgotten my password. How can I reset it?
First, click on “Don’t have ItsMe?” , “Click here” and then on “forgot your password”

I have come across a technical problem on the Homologation.dieteren.be platform. Who can I contact?
Please contact Customer Care at the following email address: customercare@dieteren.be

I don’t have ItsMe. How can I submit a request on Homologation.dieteren.be?
Below the ItsMe link, there is the option of creating your account with a password: “Don’t have ItsMe?” , “Click here”

I need to order a TDS (technical data sheet)
We can help you for most Porsche parts, irrespective of the origin of the vehicle. For any other brand, please contact the country of origin of the vehicle to order the correct document from them.

My vehicle identification number is not recognised on the platform
This step does not prevent you from continuing: click on the links below the vehicle identification number to proceed: “Do you want to continue with this vehicle identification number?”

An error message appears when I try to log in to the platform
You will need to refresh and clear your browser cache

I want to change the language of the platform
After logging in to the platform, click on the little blue ball on the top right and select EN-FR-NL

My attachment is not accepted on the platform
Check the size of your document. The maximum size is 10 MB. Videos are not accepted.

My vehicle identification number is not accepted on the portal
Your vehicle identification number cannot exceed 17 characters. Any reference (01) shown at the end of the vehicle identification number is not required and will not be accepted.