[{"data":1,"prerenderedAt":446},["ShallowReactive",2],{"$fsLolZ3HeVRCzCl74LR-kS8FbZChOhJ9s_jfZVQK4EZg":3,"site-banners:en":445},{"id":4,"key":5,"locale":6,"seo":7,"sections":11},21,"help","en",{"title":8,"description":9,"canonical":10},"LUV Help — FAQ on booking, payment and insurance","All the answers you need to rent with peace of mind at LUV: plans, booking, identity verification, payment, deposit, incidents and returns.",null,[12,45,48,163,199,250,294,344,380,436],{"type":13,"variant":5,"lead":14,"title":15,"bullets":16,"visual":21,"cta":41},"hero","Before, during and after your rental, find the essential answers to book, understand your plan and drive with peace of mind.","Need help? We'll guide you.",[17,18,19,20],"Book more easily","Understand what's included","Know what to do when needed","Quickly find the right contact",{"url":22,"width":23,"height":24,"formats":25},"https://cms.louez-un-vehicule.be/uploads/lifestyle_05_4291fa3412.jpg",1536,1024,{"large":26,"medium":30,"small":34,"thumbnail":37},{"url":27,"width":28,"height":29},"https://cms.louez-un-vehicule.be/uploads/large_lifestyle_05_4291fa3412.jpg",1000,667,{"url":31,"width":32,"height":33},"https://cms.louez-un-vehicule.be/uploads/medium_lifestyle_05_4291fa3412.jpg",750,500,{"url":35,"width":33,"height":36},"https://cms.louez-un-vehicule.be/uploads/small_lifestyle_05_4291fa3412.jpg",333,{"url":38,"width":39,"height":40},"https://cms.louez-un-vehicule.be/uploads/thumbnail_lifestyle_05_4291fa3412.jpg",234,156,{"secondary":42},{"label":43,"href":44},"Contact us","/contact",{"type":46,"title":10,"content":47,"mediaPosition":10},"richTextMedia","Find here the answers to the most frequently asked questions, organised by theme: booking, identity verification, pricing, how the rental works and contact. Can't find your answer? The LUV team remains reachable by phone or email.",{"type":49,"title":50,"items":51},"faq","How it works",[52,64,90,141,150],{"question":53,"answer":54,"key":61,"tags":62,"order":63},"How do I book a vehicle on LUV?",[55],{"type":56,"children":57},"paragraph",[58],{"type":59,"text":60},"text","You first choose your vehicle, your dates and the plan suited to your need. Depending on the duration and plan chosen, the rest is done either in self-service via the app, or with validation by the LUV team and handover of the vehicle at the dealership.","booking-vehicle","help:working",1,{"question":65,"answer":66,"key":88,"tags":62,"order":89},"What plans are available?",[67],{"type":68,"format":69,"children":70},"list","unordered",[71,76,80,84],{"type":72,"children":73},"list-item",[74],{"type":59,"text":75},"LUV GO for a short-term 100% digital rental; ",{"type":72,"children":77},[78],{"type":59,"text":79},"the 1-month plan for a need defined over 30 days; ",{"type":72,"children":81},[82],{"type":59,"text":83},"the monthly plan for a renewable and flexible need; ",{"type":72,"children":85},[86],{"type":59,"text":87},"the 12-month plan for a stable need with commitment and a better rate.","different-formulas",2,{"question":91,"answer":92,"key":139,"tags":62,"order":140},"Which plan should I choose for my situation?",[93],{"type":68,"format":69,"children":94},[95,107,118,128],{"type":72,"children":96},[97,99,105],{"type":59,"text":98},"Immediate need for a few hours or days: ",{"type":100,"url":101,"children":102},"link","/en/luv-go",[103],{"type":59,"text":104},"LUV GO",{"type":59,"text":106},". ",{"type":72,"children":108},[109,111,116],{"type":59,"text":110},"Need for less than a month: the ",{"type":100,"url":112,"children":113},"/en/less-one-month",[114],{"type":59,"text":115},"less than a month",{"type":59,"text":117}," plan. ",{"type":72,"children":119},[120,122,127],{"type":59,"text":121},"Uncertain or renewable duration: the ",{"type":100,"url":123,"children":124},"/en/monthly",[125],{"type":59,"text":126},"monthly renewable",{"type":59,"text":117},{"type":72,"children":129},[130,132,137],{"type":59,"text":131},"Stable need over a year: ",{"type":100,"url":133,"children":134},"/en/twelve-months",[135],{"type":59,"text":136},"12-month lease",{"type":59,"text":138},".","circumstances-based",3,{"question":142,"answer":143,"key":148,"tags":62,"order":149},"Do I need to create an account?",[144],{"type":56,"children":145},[146],{"type":59,"text":147},"Yes, an account may be required to finalise your booking and track your file. The exact journey varies depending on the plan chosen.","create-account",4,{"question":151,"answer":152,"key":161,"tags":62,"order":162},"Who can rent at LUV?",[153,157],{"type":56,"children":154},[155],{"type":59,"text":156},"Renting is reserved for drivers whose file can be validated.",{"type":56,"children":158},[159],{"type":59,"text":160},"Depending on the plan, you will need in particular to provide a valid ID, a valid driving licence and the information required for payment and file verification.","who-can",5,{"type":49,"title":164,"items":165},"Identity verification",[166,175,183,191],{"question":167,"answer":168,"key":173,"tags":174,"order":63},"Why do I have to verify my identity?",[169],{"type":56,"children":170},[171],{"type":59,"text":172},"Identity verification helps secure the rental, protect the vehicle and streamline the handover. It is part of a reliable and reassuring journey.","why-verify-identity","help:kyc",{"question":176,"answer":177,"key":182,"tags":174,"order":89},"Which documents should I prepare?",[178],{"type":56,"children":179},[180],{"type":59,"text":181},"Generally: a valid ID, a valid driving licence, and depending on the plan a payment card or the information needed for payment. For some files, additional items may be requested.","required-documents",{"question":184,"answer":185,"key":190,"tags":174,"order":140},"How long does verification take?",[186],{"type":56,"children":187},[188],{"type":59,"text":189},"The time depends on the plan, the file and how complete the documents provided are. The more correct and legible your documents, the faster the validation.","verification-time",{"question":192,"answer":193,"key":198,"tags":174,"order":149},"What happens if my file isn't validated right away?",[194],{"type":56,"children":195},[196],{"type":59,"text":197},"Your file may remain pending, require an addition or a new submission. If something needs to be corrected, LUV will tell you what to do.","kyc-not-approved",{"type":49,"title":200,"items":201},"Booking and pick-up",[202,211,219,227,242],{"question":203,"answer":204,"key":209,"tags":210,"order":63},"Where can I pick up my vehicle?",[205],{"type":56,"children":206},[207],{"type":59,"text":208},"Depending on the plan, pick-up is done either in self-service via the app, or at a LUV dealership/hub by appointment.","where-pickup-vehicle","help:pickup",{"question":212,"answer":213,"key":218,"tags":210,"order":89},"What's the difference between self-service and dealership handover?",[214],{"type":56,"children":215},[216],{"type":59,"text":217},"In self-service, you book and access the vehicle via the app. At the dealership, your request is validated by the LUV team, then an appointment is arranged for the key handover and useful explanations.","self-service-vs-dealership",{"question":220,"answer":221,"key":226,"tags":210,"order":140},"How does the dealership handover work?",[222],{"type":56,"children":223},[224],{"type":59,"text":225},"Once your file is validated, the team sets an appointment. On site, you finalise the administrative items, payment and deposit if necessary, then a staff member guides you through getting started with the vehicle.","dealership-process",{"question":228,"answer":229,"key":241,"tags":210,"order":149},"Can I change or cancel my booking?",[230],{"type":56,"children":231},[232,234,239],{"type":59,"text":233},"",{"type":100,"url":235,"children":236},"/en/contact",[237],{"type":59,"text":238},"Contact LUV",{"type":59,"text":240}," as soon as possible. The options to change or cancel depend on the plan, the progress of the file and the conditions applicable to your booking.","modify-or-cancel-booking",{"question":243,"answer":244,"key":249,"tags":210,"order":162},"Can I extend my booking?",[245],{"type":56,"children":246},[247],{"type":59,"text":248},"Yes, in many cases, if the vehicle's availability allows it. The easiest is to contact the LUV team quickly to find the best solution.","extend-booking",{"type":49,"title":251,"items":252},"Pricing and payment",[253,262,270,278,286],{"question":254,"answer":255,"key":260,"tags":261,"order":63},"How are prices calculated?",[256],{"type":56,"children":257},[258],{"type":59,"text":259},"The price depends in particular on the vehicle, the duration, the mileage included in the plan, the chosen dates and the services included. Depending on the plan, an estimated summary or a clear proposal is presented before departure.","how-pricing-works","help:pricing",{"question":263,"answer":264,"key":269,"tags":261,"order":89},"Are the prices shown excl. or incl. VAT?",[265],{"type":56,"children":266},[267],{"type":59,"text":268},"On LUV, prices are shown excluding VAT unless stated otherwise. The details of what is included and the nature of the amounts are reminded in your summary or proposal.","prices-tax-included",{"question":271,"answer":272,"key":277,"tags":261,"order":140},"When do I pay?",[273],{"type":56,"children":274},[275],{"type":59,"text":276},"The moment of payment depends on the plan: for LUV GO, a pre-authorisation is made at booking then the total is charged at the end; for dealership plans, payment is made at departure or as monthly instalments depending on the duration and contract.","when-do-i-pay",{"question":279,"answer":280,"key":285,"tags":261,"order":149},"Is there a deposit?",[281],{"type":56,"children":282},[283],{"type":59,"text":284},"Yes, a deposit or pre-authorisation may be requested. It covers any additional charges, damage, extra kilometres or other items provided for in the conditions.","deposit-required",{"question":287,"answer":288,"key":293,"tags":261,"order":162},"What is generally included?",[289],{"type":56,"children":290},[291],{"type":59,"text":292},"LUV puts forward a clear framework with insurance and assistance included, as well as a recent, well-maintained vehicle. The included mileage, payment terms and any additional charges are specified depending on the plan.","what-is-included",{"type":49,"title":295,"items":296},"During the rental",[297,306,320,328,336],{"question":298,"answer":299,"key":304,"tags":305,"order":63},"What should I do in case of a breakdown?",[300],{"type":56,"children":301},[302],{"type":59,"text":303},"First secure the situation, then contact the assistance provided for the vehicle and/or the LUV team depending on the plan. If you're on LUV GO, the app and the support provided in the journey also guide you.","breakdown-what-to-do","help:during-rental",{"question":307,"answer":308,"key":319,"tags":305,"order":89},"What should I do in case of an accident?",[309],{"type":56,"children":310},[311,313,317],{"type":59,"text":312},"Secure the area, call emergency services if necessary, do not admit liability on the spot, gather the useful contact details and ",{"type":100,"url":235,"children":314},[315],{"type":59,"text":316},"contact LUV",{"type":59,"text":318}," as soon as possible. An accident statement or report must be submitted according to the indicated procedure.","accident-what-to-do",{"question":321,"answer":322,"key":327,"tags":305,"order":140},"How do I extend my rental?",[323],{"type":56,"children":324},[325],{"type":59,"text":326},"Let LUV know as early as possible. Depending on the plan and the vehicle's availability, the team will offer you an extension or another suitable solution.","extending-rental",{"question":329,"answer":330,"key":335,"tags":305,"order":149},"What happens if I return the vehicle late?",[331],{"type":56,"children":332},[333],{"type":59,"text":334},"A delay may incur additional charges. If you think you won't be able to return the vehicle on time, contact LUV immediately to limit the impact and find the best solution.","late-return",{"question":337,"answer":338,"key":343,"tags":305,"order":162},"What if I have a technical issue with the app or the vehicle?",[339],{"type":56,"children":340},[341],{"type":59,"text":342},"In case of a technical issue with the vehicle or the app, contact the LUV team by phone or email — including for LUV GO. We'll help you resolve the situation as quickly as possible.","technical-issue",{"type":49,"title":345,"items":346},"After the rental",[347,356,364,372],{"question":348,"answer":349,"key":354,"tags":355,"order":63},"How does returning the vehicle work?",[350],{"type":56,"children":351},[352],{"type":59,"text":353},"The return depends on the plan: via the app and the designated zone for LUV GO, or by appointment / at the agreed location for dealership plans. The vehicle must be returned clean, with its documents, accessories and under the agreed conditions.","vehicle-return-process","help:after-rental",{"question":357,"answer":358,"key":363,"tags":355,"order":89},"How do I get my invoice?",[359],{"type":56,"children":360},[361],{"type":59,"text":362},"The invoice or summary is issued depending on the plan and your customer file. If needed, the LUV team can help you find it or resend it.","get-invoice",{"question":365,"answer":366,"key":371,"tags":355,"order":140},"Can I stop my monthly rental before the planned end?",[367],{"type":56,"children":368},[369],{"type":59,"text":370},"Yes. The monthly plan is designed to stay flexible. After one month of rental has elapsed, you can arrange to end the rental with the LUV team.","stop-monthly-rental",{"question":373,"answer":374,"key":379,"tags":355,"order":149},"And for the 12-month plan?",[375],{"type":56,"children":376},[377],{"type":59,"text":378},"The 12-month plan is based on a one-year contractual commitment. If your need changes, contact the LUV team to review your contract and the available options.","yearly-contract",{"type":49,"title":381,"items":382},"Contact and support",[383,412,420,428],{"question":384,"answer":385,"key":410,"tags":411,"order":63},"How do I reach LUV quickly?",[386],{"type":56,"children":387},[388,390,395,397,402,404,408],{"type":59,"text":389},"By phone at ",{"type":100,"url":391,"children":392},"tel:+3271136100",[393],{"type":59,"text":394},"+32 (0)71 136 100",{"type":59,"text":396},", by email at ",{"type":100,"url":398,"children":399},"mailto:hello@louezunvehicule.be",[400],{"type":59,"text":401},"hello@louezunvehicule.be",{"type":59,"text":403}," or via the ",{"type":100,"url":235,"children":405},[406],{"type":59,"text":407},"Contact",{"type":59,"text":409}," page.","contact-luv","help:contact",{"question":413,"answer":414,"key":419,"tags":411,"order":89},"When are you reachable?",[415],{"type":56,"children":416},[417],{"type":59,"text":418},"Monday to Friday, from 8:30 am to 5:30 pm.","opening-hours",{"question":421,"answer":422,"key":427,"tags":411,"order":140},"Which channel should I use in an emergency?",[423],{"type":56,"children":424},[425],{"type":59,"text":426},"For an urgent situation, prefer the phone.","emergency-contact",{"question":429,"answer":430,"key":435,"tags":411,"order":149},"My question is about LUV GO rather than a sales enquiry",[431],{"type":56,"children":432},[433],{"type":59,"text":434},"If your topic relates to using the app or a self-service pick-up/return, first follow the steps provided in the LUV GO journey, then contact LUV if necessary.","luv-go-support",{"type":437,"title":438,"lead":439,"cta":440},"ctaBanner","Didn't find your answer?","Contact the LUV team: we help you choose the right plan, understand your journey and move forward with peace of mind.",{"primary":441,"secondary":442},{"label":43,"href":44},{"label":443,"href":444},"See our plans","/vehicules",[],1790088034783]