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Frequently asked questions about Alphabet, consulting support and fleet services, online services and more.

FAQ | Alphabet.com

In our FAQ section, you’ll find answers to frequently asked questions about leasing, lease agreements and the services included in full-service leasing.

Alphabet is an international provider of business mobility solutions for vehicles of all brands.

Alphabet offers fleet solutions in 33 countries worldwide.

Alphabet offers companies impartial brand-independent advice on fleet management, fleet financing solutions and all associated services.

Alphabet is your partner for company leasing of passenger cars, light commercial vehicles and motorcycles, covering all brands and models.

In addition to our services for your company fleet, we have a motivational leasing programme that includes attractive leasing offers for all employees – even those not eligible for company vehicles. This gives them the opportunity to lease a vehicle privately on preferential terms.

If a company is an existing Alphabet customer, all employees at that company are eligible for employee leasing, regardless of whether they are entitled to a company vehicle or not.

All vehicles officially marketed in Switzerland can be leased through Alphabet Fleet Management.

You can request a leasing quote directly by filling in the contact form on the website.

No, you can also send an online configuration by filling in our online request form. We’ll then check to see which dealer can offer you the best discount.

A change of employer does not affect the existing lease agreement, as this is a contract between Alphabet and you.

Please contact <a href="mailto:alphadrive-ch@alphabet.ch" title="mailto:alphadrive-ch@alphabet.ch">alphadrive-ch@alphabet.ch</a> to request our current terms and conditions.

The lease agreement starts on the day the vehicle is delivered. The first leasing instalment is paid directly to the dealer. Starting from the second month, the leasing instalments must be paid to Alphabet. Once the vehicle has been delivered, you will receive a letter including a QR code invoice.

The Alphabet app contains a wealth of useful features and information about your vehicle and its use.

You can use the app to search for and find suitable service partners (service partners/petrol stations/tyre partners/charging stations) in your area or view the details of your lease agreement. In addition, you have access to a 24-hour service hotline for making damage or loss claims, which you can submit electronically.

The Alphabet app is free to download from the <a href="https://itunes.apple.com/de/app/alphaguide/id975228861" title="https://itunes.apple.com/de/app/alphaguide/id975228861">iOS</a> or <a href="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app" title="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app">Android</a> app store.

Your customer or agreement number is stated in your agreement. If you can’t find it or don’t have it to hand, you can alternatively send an email to <a href="mailto:contact@alphabet.ch" title="mailto:contact@alphabet.ch">contact@alphabet.ch</a>.

Penalty notices are always sent to the vehicle owner. If your vehicle is registered to Alphabet and a penalty notice is received, it will be forwarded straight to you as the driver or to your company.
Please note that any additional costs incurred due to failed payment of fines will also be charged to you.

Each penalty notice contains a QR code invoice that you can use to pay the fine.

Following the implementation of the project to fund and expand the rail infrastructure (FERI), deductions from direct federal taxes for commuting expenses were limited to CHF 3,000 from the 2016 tax period onward. Deductions from cantonal and municipal taxes for commuting expenses are subject to different limits.

The vehicles in question and the situation of the employee concerned need to be looked at on a case-by-case basis in order to find the best solution. Different solutions can be adopted, depending on place of residence, canton, distance and position in the company.

At the end of the agreement, the vehicle must always be returned to the dealer who delivered it. If the place of delivery for your new vehicle is different from the place of return for your current vehicle, you can leave your current vehicle at the place of delivery for your new vehicle.
Our staff will be happy to organise return transport. You will be billed directly for any return transport costs.
Please contact your personal customer advisor if you have any questions about returns.

To make the vehicle return process as easy as possible for you, please clean the vehicle before returning it and provide all vehicle-related documents. Please also note that any damage to the vehicle must be reported to the insurer, as it will no longer be possible to submit claims to the insurer once the vehicle has been taken out of service.
Further <a href="/sites/default/files/media/document/92_alphabet_ueberarbeitung_broschuere_schadenkatalog_en_03.pdf">information</a> and a <a href="/sites/default/files/media/document/92_alphabet_ueberarbeitung_anlage_checkliste_fahrzeugruckgabe_en_04.pdf">vehicle return checklist</a> can be found in the <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="c92af376-a70a-4fe5-a946-796d6878fb60" href="/en-ch/downloads#downloads-section" title="Downloads">downloads section</a> on the Alphabet website.

If the delivery of your vehicle is delayed unexpectedly, we will be happy to provide you with a replacement vehicle to bridge the gap until delivery. If you already have a vehicle leased through Alphabet, we can offer you a range of options for extending your lease agreement.

Generally, the vehicle must be returned to the garage where it was picked up. We can collect it from an address in Switzerland on request, provided there is enough space there for loading the vehicle. The customer is liable for all costs associated with return transport and any associated risks (damage, loss, etc.).

Your personal customer advisor will be happy to assist you if you have any questions about your agreement. Alternatively, you can view certain agreement details in the Alphabet app (free from the <a href="https://itunes.apple.com/de/app/alphaguide/id975228861" title="https://itunes.apple.com/de/app/alphaguide/id975228861">iOS</a> or <a href="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app" title="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app">Android</a> app store).

An ordinary termination of the lease agreement is generally excluded during the term of the agreement and only possible in consultation with the lessor and with a notice period of 30 days to the end of a month. If you unexpectedly no longer need a leased vehicle, please contact your personal customer advisor, who will initiate the necessary steps with you.

The integral components of your lease are defined and recorded in the lease agreement. Your personal customer advisor will be happy to assist you if you have any questions about your agreement. Alternatively, you can view certain agreement details in the Alphabet app (free from the <a href="https://itunes.apple.com/de/app/alphaguide/id975228861" title="https://itunes.apple.com/de/app/alphaguide/id975228861">iOS</a> or <a href="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app" title="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app">Android</a> app store).

If you have taken out fleet insurance through Alphabet, all persons are insured, regardless of whether they live in the same household or not; however, the lessee will be liable for any loss or damage caused by third-party use.
If you have taken out insurance through an external provider, please contact the fleet manager at your company to clarify the insurance cover.

The right to drive is limited to travel within Europe for business or private purposes. Driving in other countries requires the written approval of the lessor. In this case, please contact your personal fleet service customer advisor.

Please contact your personal customer advisor directly if you wish to make any changes. They will then record your new details and assist you with any administrative matters relating to the changes to your lease agreement.

If you have taken out insurance through Alphabet, all persons are insured, regardless of whether they live in the same household or not; however, the lessee will be liable for any loss or damage caused by third-party use.
If you have taken out insurance through an external provider, please contact the fleet manager at your company to clarify the insurance cover.

The lease agreement must be signed before the vehicle can be ordered; however, at this stage it is not yet known when the ordered vehicle will be delivered, as delivery times vary depending on the manufacturer and model. The start of the lease agreement is therefore always determined by the date on the handover report.

With an open-end lease, the lessee pays a fixed monthly fee for the services. The total amount paid by the lessee is then compared with the actual costs at a predefined point in time (on a quarterly, semi-annual or annual basis, or at the end of the agreement, depending on the service). If the actual costs exceed the total amount already paid, the lessee will be billed for the difference, whereas if they are below the total amount already paid, the difference will be credited to the lessee. Alphabet generally uses open-end leasing for the following services:
<ul>
<li>Fuel and vehicle-related products</li>
<li>Replacement vehicles</li>
<li>Road taxes</li>
</ul>
However, it is also possible to include maintenance, wear and tear or tyres in an open-end lease. Please contact your personal account manager for more information about open-end leasing.

With a closed-end lease, the lessee pays a fixed monthly instalment that covers a range of services agreed in advance. Any potential additional costs are borne by the lessor, provided that the vehicle remains within the agreed term and mileage. A closed-end lease therefore enables the lessee to budget accurately, with no additional risk. Alphabet generally uses closed-end leasing for the following services:
<ul>
<li>Maintenance and wear and tear</li>
<li>Budgeted number of tyres</li>
<li>Insurance</li>
<li>Claims management</li>
</ul>
Additional use of services as a result of the term or mileage having been exceeded, or any use not agreed as part of the lease, will be charged to the lessee. Please contact your personal account manager for more information about closed-end leasing.

Any price adjustments communicated by the manufacturer or importer between acceptance of the quote and delivery of the vehicle will be passed on to the customer in full.

You can buy the motorway vignette at any petrol station in Switzerland. If you have a lease agreement that includes the fuel service, you can buy the vignette directly using your Fuel & Service Card.

If you have taken out/arranged fleet insurance and/or claims management through Alphabet, you can report any leasing vehicle loss or damage to Alphabet Assistance directly via the Alphabet app (free from the <a href="https://itunes.apple.com/de/app/alphaguide/id975228861" title="https://itunes.apple.com/de/app/alphaguide/id975228861">iOS</a> or <a href="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app" title="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app">Android</a> app store), by submitting the completed <a href="/sites/default/files/media/document/92_alphabet_ueberarbeitung_schadenformular_en_03.pdf">loss/damage claim form</a> or by calling +41 800 818 418.

In the event of a total write-off, we will be happy to help you obtain a replacement vehicle so that you can stay mobile. Depending on the claim, either the replacement vehicle will be provided by the fleet insurer, or the costs for the replacement vehicle will be billed to the company.

If you have taken out/arranged fleet insurance and/or claims management through Alphabet, you can report any loss or damage to Alphabet Assistance directly by calling +41 800 818 418.
Alternatively, you can report the loss or damage directly via the Alphabet app (free from <a href="https://itunes.apple.com/de/app/alphaguide/id975228861" title="https://itunes.apple.com/de/app/alphaguide/id975228861">iOS</a> or <a href="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app" title="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app">Android</a> app store).

Parking damage insurance covers any losses or damage to the parked, vacant vehicle caused by third parties. Claims may be subject to an excess, depending on the benefit category selected.

Fully comprehensive insurance covers any losses or damage to your own vehicle caused due to an accident or vandalism. Claims may be subject to an excess, depending on the benefit category selected.

Third party, fire and theft insurance covers any losses or damage to your own vehicle caused by theft, fire, glass breakage, landslides or collisions with animals. Claims may be subject to an excess, depending on the benefit category selected.

It is not possible to combine multiple claims. The agreed excess needs to be calculated and deducted for each individual claim.

Please contact your personal customer advisor for a leasing quote. They will gladly prepare a bespoke quote for you, based on your desired vehicle configuration and taking account of the agreed terms and conditions.

Our internal guidelines specify that quotes must be sent within 48 hours of the request, assuming that all the necessary information is provided; however, our employees generally aim to process requests for quotes within one day. If there are unexpected delays, your personal customer advisor will contact you directly.

There are several solutions for employees living abroad who drive vehicles registered in Switzerland. CLG AG (<a href="mailto:vip@clg.ch" title="mailto:vip@clg.ch">vip@clg.ch</a>, tel. +41 43 816 79 30) will be happy to explain the complex issue of cross-border commuting to you and, should you wish, give you a no-obligation estimate of the costs for obtaining customs clearance for a vehicle.

You will receive a monthly invoice for payment of your monthly leasing instalment. The QR code provided with the invoice makes it easy to pay your monthly instalment. If you would prefer to pay your monthly leasing instalment by direct debit, please contact your personal customer advisor, who will provide you with the necessary documents.

The monthly invoices for the leasing instalments are sent on the twentieth of each month; any additional costs are billed at the end of each month.

Please contact your personal customer advisor if you wish to make any changes. They will then make these changes straight away.

The first instalment is always due in the month following the start of the lease agreement. That’s why you pay for the started first month and started last month at the end of the agreement. Example: agreement started on 15.07.2012 and ended on 14.07.2014; the first instalment was paid on 01.08.2012; the period between 15.07. and 31.07.2012 is therefore paid for in the last instalment (01.07. to 14.07.2014). The advantage here is that you pay the same monthly instalment throughout the entire term of the lease agreement.

Sometimes there is an overlap between delivery of the vehicle and the billing run. This may result in the vehicle costs not being charged until the following billing run, in which case two monthly instalments will appear on the same invoice.

Sometimes there is an overlap between the end of a vehicle lease agreement and invoicing at the vehicle licensing offices.  If the said previously returned vehicle was also leased through Alphabet, please send us the invoice in full. Shortly thereafter, the vehicle licensing office will send you a credit note for the previously returned vehicle.

Please pay the invoice in full, then make a copy of the invoice and send it to us together with a request for a refund. We will refund the amount for your company vehicle as quickly as possible.

A road tax credit note can only be redeemed by the vehicle owner. 
<ul>
<li>Vehicle registered in the name of your company:  
	to claim the amount stated on the credit note, use the enclosed refund tear-off slip and follow the instructions given there. </li>
<li>Vehicle registered in the name of Alphabet:  
	please send us the letter, including the refund tear-off slip, by post.</li>
</ul>

You’ll find a list of all tyre partners in the Alphabet app (free from the <a href="https://itunes.apple.com/de/app/alphaguide/id975228861" title="https://itunes.apple.com/de/app/alphaguide/id975228861">iOS</a> or <a href="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app" title="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app">Android </a> app store) or right <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="411ba714-fa48-46a1-8965-a6ce0471bde0" href="/en-ch/your-alphabet-partners" title="Your Alphabet partners">here</a>.

The number of tyres included depends on the agreed term and mileage. Refer to your lease agreement for details of the exact number of tyres included. Your personal customer advisor will be happy to answer any questions you may have about the tyre service.

If the tyre service is an integral component of your lease agreement, the costs will be billed straight to Alphabet. Please therefore always present your personal service card, which identifies you as an Alphabet customer.

If maintenance and wear and tear and/or tyre service is an integral component of your lease agreement, you can arrange an appointment directly with one of our tyre partners. Please identify yourself as an Alphabet customer there and remember to take your personal service card with you each time you visit a garage.

Tyre changes may only be carried out in Switzerland by an official dealership or an Alphabet tyre partner.

If the tyre service is included in your lease agreement, you can choose between tyre replacement with or without rims. It is therefore not necessary to include a separate complete set of winter wheels when configuring your vehicle.

The service can be carried out at any official dealership. You’ll find a list of dealerships in your area in the Alphabet app (free from the <a href="https://itunes.apple.com/de/app/alphaguide/id975228861" title="https://itunes.apple.com/de/app/alphaguide/id975228861">iOS</a> or <a href="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app" title="https://play.google.com/store/apps/details?id=com.alphabet.alphaguide.app">Android</a> app store) or right <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="411ba714-fa48-46a1-8965-a6ce0471bde0" href="/en-ch/your-alphabet-partners" title="Your Alphabet partners">here</a>.

If the maintenance and wear and tear service is an integral component of your lease agreement, the costs will be billed straight to Alphabet. Please therefore always present your personal service card, which identifies you as an Alphabet customer.

The maintenance and wear and tear service includes:
1. Maintenance
<ul>
<li>Services: all service work in accordance with manufacturer guidelines and service manual throughout the entire lease term, including materials (genuine spare parts) and fluids, use of prescribed test equipment; excluding additives and any other additions.</li>
<li>Emissions test: periodic emissions test and measurement according to the regulations of Swiss authorities; repair of emission-related components and entry into the exhaust emissions document.</li>
<li>Vehicle licensing authority: vehicle maintenance to meet the cantonal licence renewal requirements, including the work, parts and documents required.</li>
</ul>
2. Wear and tear repairs
<ul>
<li>Includes the detection and repair of any damage due to wear and tear of the vehicle when driven and used correctly, including the required genuine spare parts</li>
<li>You will be billed for any work which is not part of the service.</li>
</ul>

You can submit a <a href="/sites/default/files/media/document/92_alphabet_ueberarbeitung_rueckerstattungsbeleg_en_02.pdf">refund request</a> to reclaim any cash expenditures. Once we have received all required documents, the amount will be refunded.

Servicing may only be carried out in Switzerland at an official dealership or an Alphabet tyre partner.

The cost covered will depend on the contractually agreed services. 
<ul>
<li>Agreement including maintenance and wear and tear, based on closed-end lease*: 
	Alphabet assumes the maintenance risk, and the costs have already been factored in. As such, the cost of taking out an extended warranty is not covered by Alphabet. </li>
<li>Agreement including maintenance and wear and tear, based on open-end lease*: 
	please speak to your personal customer advisor at Alphabet. </li>
</ul>
*You can see if your agreement is based on a closed-end or open-end lease by checking whether a “C” (closed) or “O” (open) is marked on the lease agreement.

Fill in the contact form here to request a new PIN. Please have your licence plate number or agreement number ready.

Fill in the contact form here to report the loss or theft of your fuel card. Please have your licence plate number or agreement number ready.

Replacement of a lost or stolen fuel card is usually free of charge; however, Alphabet reserves the right to charge costs if a replacement fuel card is requested multiple times.

You can reclaim any cash expenditures via the Alphabet app or by submitting a <a href="/sites/default/files/media/document/92_alphabet_ueberarbeitung_rueckerstattungsbeleg_en_02.pdf">refund request</a>. We will refund you once we have received all the required documents.

It is possible to buy the vehicle after the lease agreement ends, depending on the agreement between your company and Alphabet. Your personal customer advisor will be happy to discuss your options for buying the leased vehicle at the end of the lease agreement.

It is generally possible to extend the lease agreement. Please contact your personal customer advisor, who will be glad to discuss your options with you.

Alphabet offers motivational leasing for employees who are not eligible for a company vehicle. Please email us directly at <a href="mailto:alphadrive-ch@alphabet.ch" title="mailto:alphadrive-ch@alphabet.ch">alphadrive-ch@alphabet.ch</a>.

The Worldwide Harmonised Light Vehicle Test Procedure (WLTP) is a new test procedure for measuring fuel consumption and CO₂ and pollutant emissions of passenger cars and light commercial vehicles. This procedure will gradually replace the current New European Driving Cycle (NEDC) test procedure. One of the main objectives of the WLTP is to obtain test results that better reflect the actual vehicle use under laboratory conditions.

The WLTP will be introduced gradually from September 2017 onwards. Car manufacturers have had to certify new type approvals in accordance with the WLTP since 1 September 2017. Since September 2018, all car manufacturers for vehicles sold in the EU and in Switzerland, Turkey, Norway, Liechtenstein, Israel and Ireland have been required by law to test in accordance with the WLTP.
For light commercial vehicles, the WLTP came into force a little later: in September 2018 for new models and in September 2019 for all new registrations. As soon as the legal basis for the WLTP declaration obligation in Switzerland has been finalised, the correlating NEDC values will be replaced by the WLTP values.
From December 2020, all countries adopting EU vehicle registration legislation will have to identify and communicate all vehicles with WLTP values.

Compared to the NEDC, the WLTP tests are carried out at higher average and maximum speeds and include more accelerations and decelerations. Custom equipment is also taken into account for the first time. Since this can have an impact on the weight and aerodynamics of a vehicle, the WLTP test will better reflect the real emissions of customised vehicles.

Since the WLTP cycle is more realistic, the official fuel consumption and emission values for internal combustion engine vehicles (ICEVs) will be higher than those measured using the previous NEDC procedure.
At present, the WLTP CO₂ level is expected to rise by up to 25% for vehicles of all brands. 
Depending on a country’s jurisdiction, this can also have an impact on CO₂-related taxes and directly affect the total running costs. The CO₂ limits many companies have set in their car policy should be reviewed with regard to the WLTP. In certain cases, it may be necessary to increase CO₂ levels by up to 25% to retain certain vehicles in the fleet.

Car policy 
Within the context of the WLTP, average CO₂ levels are likely to rise. As a result, companies that have set an upper limit for CO₂ in their car policy will need to analyse the precise impact of the new CO₂ levels on their policy and adjust it if necessary. This is possible as soon as the official data is provided by the manufacturers.
Taxation 
Whereas the WLTP has been adopted at international level, vehicle taxation is country-specific. To date, no detailed information is available.

We will keep you informed of any changes in local legislation and taxation. We will also be happy to help you review your current car policy if needed. If you have any questions, please contact your personal account manager at Alphabet directly.

No, the combined fuel/charging card is ready to use when you receive it. Separate activation of the charging feature is not necessary; however, it is not possible to subsequently activate the charging feature on a fuel card, as a dedicated blank card with RFID chip is needed for this. To use the charging feature in the Shell Recharge app, you will need to store your charging card number in the app. You’ll find details of how to install, register and use the app in the welcome letter.

You pay a monthly fee for the combined fuel/charging card. The prices for charging at public charging stations are the prices agreed between the fuel card provider and the respective charging station operator. The prices for using the charging stations are listed in the Shell Recharge app.

There are two ways to charge your vehicle using the combined fuel/charging card: by holding the RFID chip on the combined fuel/charging card in front of the public charging station or by starting/ending the charging process using the Shell Recharge app – if this is technically possible.

You can use the combined fuel/charging card from Shell NewMotion to charge in the respective national acceptance network. International charging is not possible for the time being. Please note that you can order the combined fuel/charging card with national or international validity, although this applies only to fuelling and not to charging.

If you have a combined fuel/charging card from Shell NewMotion, you need the Shell Recharge app.

You need the Shell Recharge app in order to display charging points and prices. Some charging stations (e.g. those operated by E.ON/innogy) can only be activated by app. In addition to this, the apps provided by the fuel/charging card providers include numerous service and convenience features for charging electric vehicles (e.g. they display current availability and notify you when the charging process has ended).

Contact us now

We are happy to help!
You can reach us by phone from Monday to Friday from 8.00 a.m. to 5.30 p.m.
+41 58 269 65 67 (for customers) 
+41 58 269 67 54 (for dealers/service partners)
<a href="mailto:contact@alphabet.ch">contact@alphabet.ch</a>

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