Frequently asked questions

In which European countries do I have to pay tolls?

Most countries of Europe operate a road toll scheme. However, countries differ on whether they require payment for all types of vehicles or only for certain categories: in many countries you need to pay tolls or road tax for all vehicles (e.g. in Austria, France, Italy, Poland or Spain). Some other countries require toll payments only for vehicles above 3,5 tones (e.g. Belgium), or 7,5 tones (Germany) or 12 tones (e.g. Luxembourg or Netherlands). The toll schemes also differ on whether you need to pay tolls for all roads (eg. in Luxemburg, Netherlands, Switzerland), while in some other countries, you have to pay tolls only on selected roads (motorways or first class roads) or dedicated infrastructure such as tunnels or bridges.

What toll payment options are offered by Shell?

Shell offers pre-payment and post-payment methods, in line with the country legislation. Please note that post payment requires the registration of the vehicle at the toll operator. Furthermore, using an on-board unit is mandatory for vehicles above 3,5 tones in several countries.

Which toll services require registration?

Registrations are required for the following services: Go-maut in Austria, Maut in Germany, Interroute+ in France, Spain, Belgium, Spain and Portugal, Bel-toll in Belarus, Via-Toll in Belgium, Premid in Czecz Republic, Hu-GO in Hungary, Viacard/Telepass in Italy, Brobizz/EasyGo in Norway, Skytoll in Slovakia, DARS in Slovenia, and LSVA in Switzerland.

How do I register?

For registration please visit our registration tool: <add the link of the registration tool>

Can I get rebates from tolls?

You might get rebates from the tolls in several countries, eg. France, Italy, Slovakia, and Spain.

How are the tolls invoiced to my company?

In countries where it is legally possible, you will receive the invoice from Shell (eg. Austria, France, Slovenia or Spain). In other countries, the invoice is issued and sent to you by the toll operator (eg. Germany, Italy, Luxemburg, Netherlands or Switzerland).

Does VAT apply for tolls?

Standard VAT rate applies for the road tolls in the following countries: e.g. Austria, France, Hungary, Italy, Norway, Portugal, Romania, Slovakia, Slovenia, Spain. We can help you recover the VAT through our partner, FDE. VAT does not apply in the following countries: e.g. Belarus, Czech Republic, Germany, Luxemburg, Netherlands, Switzerland.

Where can I find further information on toll services?

For further information on road tolls and taxes, please, visit our country guide: <add the link to the country guide>

From which countries do Shell offer VAT recovery?

We offer VAT recovery services from all countries of the European Union, plus Norway and Switzerland. We offer this service in cooperation with our partner FDE, one of the leading VAT recovery agents in Europe.

Why is it worthwhile registering for the VAT recovery services of Shell?

We can help you quickly and easily reclaim available VAT on your fuel card purchases across Europe. With our services, customers may receive VAT in as little as 14 days from date of invoice, improving cash flow and resource planning. We make the VAT recovery process hassle-free for you: FDE receives your invoices directly from Shell and any time-consuming and complex administration work is automatically completed on your behalf. We also handle all communication with the relevant authorities. The VAT recovery experts of FDE provide you with reliable advice: helping you understand where you can recover VAT, and what products are eligible for a refund.

What is the fastest method of VAT recovery?

The fastest method of VAT recovery is net-invoicing. If you register for this service, you can receive the refund in 14 days after the invoice date. This service is offered for your Shell invoices.

Can I recover the VAT of the non-Shell invoices?

Yes, we offer VAT recovery both for Shell and non-Shell invoices.

Can I recover the VAT of tolls?

Yes, it is possible to refund the VAT of toll invoices.

Can I recover the VAT from invoices from the previous years?

If you have invoices from the previous year, you can submit them for VAT refund latest by 30 September of the current year (Example: invoices from 2017 can be submitted for VAT recovery latest by 30 September 2018)

How fast can I receive the VAT of non-Shell invoices?

FDE can refund the VAT of your non-Shell invoices in two weeks after they receive the invoices from you.

What is the most cost effective solution offered by Shell to refund the VAT?

The most cost effective solution is to register for our standard VAT recovery service. In this case, the return payment is processed when the tax authorities have transferred the VAT due to you.

From which countries do Shell offer excise duty recovery?

FDE can recover the excise duty from all countries, where possible. Currently, these countries are: Belgium, France, Italy, Hungary, Slovenia and Spain.

Where can I find further information on the VAT and excise duty recovery services?

For further information on our services, please visit our country guide: <add the link to the country guide>

In which countries can I use my euroShell card for payment of truckwash?

Truck washing and tank cleaning

In cooperation with our partner TRAVIS Road Services, Shell Card customers can pay for truck wash at hundreds of locations in the Netherlands, Belgium, Germany, France, Luxembourg, Poland and Austria. In addition to the indoor & outdoor washing of trucks, professional tank cleaning for chemicals, food and bulk materials is also available. They are carried out with care and, if necessary, are certified on site.

Visit TRAVIS's webpage to start directly with your fleet wash via the Shell Card.

What do I need to do to get access to the driver app and online management tool of TRAVIS?

You can easily activate your Shell fuel cards for the TRAVIS services via the web page TRAVIS

Can I use my Shell card for payment of tank cleaning?

Truck washing and tank cleaning

In cooperation with our partner TRAVIS Road Services, Shell Card customers can pay for truck wash at hundreds of locations in the Netherlands, Belgium, Germany, France, Luxembourg, Poland and Austria. In addition to the indoor & outdoor washing of trucks, professional tank cleaning for chemicals, food and bulk materials is also available. They are carried out with care and, if necessary, are certified on site.

Visit TRAVIS's webpage to start directly with your fleet wash via the Shell Card.

Where can I find further information on truckwash services?

For further information on our services, please visit our country guide: <add the link to the country guide>

In which countries can I pay for Truck-on-Train services with my euroShell card?

Our partner, Rail Cargo Austria offers services in Austria, Italy and Slovenia. You can arrange bookings for the following routes:
- Wörgl (AT) - Brenner (AT)
- Wörgl (AT) - Trento (IT)
- Salzburg (AT) - Trieste (IT)
- Wels (AT) - Maribor (SI)
Note: Shell card is accepted for payment only at Wörgl, Brenner and Trento.

What are the benefits of the Truck-on-Train trips compared to driving on roads?

By combining road and rail, your trucks can cover certain parts of their route on railway tracks. This way you can save fuel and address challenges from driving bans, speed and weight limits and rules on driving hours applied on roads.

How can I arrange my booking?

You can arrange your booking directly at Rail Cargo Austria. You just need to indicate the euroShell card as payment means. Booking is not mandatory, but it is advised to avoid long waiting time.

Where can I find further information on the Truck-on-Train services?

For further information on our services, please visit our country guide: <add the link to the country guide>

Can I use my Shell fuel card for payment of ferries?

Your euroShell Card offers you access to the services of major ferry agency, Transcamion, which offers booking for more than 1,300 ferry routes of 150 ferry operators in Europe. You can also use your euroShell Card for payment for the route between Calais (FR) - Dover (UK).

Can I use my Shell fuel card for payment of the Eurotunnel?

You can arrange booking for the Eurotunnel, through our partner Transcamion.

How can I arrange ferry bookings?

You can arrange your booking directly at Transcamion, through their web site or via email. You just need to indicate the euroShell card as payment means.

Where can I find further information on the ferry services?

For further information on our services, please visit our country guide: <add the link to the country guide>

In which countries can I use my euroShell card for payment of breakdown services?

We offer breakdown services in near 40 countries in Europe via our partner Europe Net. The services are available for vehicles more than 3.5 tones.

What emergency phone numbers do I need to call to get reakdown assistance?

Whereever you are in Europe, you need to call one of these two emergency phone numbers: 00 800 38 76 74 35 (toll free) or + 33.472.175.748. Please note: the availability of the toll free number depends on your mobile phone provider.

Can I get help if I need assistance for fine payment?

Yes, the call centre of Europe Net can provide you assistance for fine payment, too (irrespective of the vehicle type). Please call the same number as for breakdown services.

Where can I find further information on breakdown and fine payment services?

For further information on our services, please visit our country guide: <add the link to the country guide>