Frequently asked questions

Question 1

Answer

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 Germany. 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.

Question 2

Answer

Shell provides customized payment solutions for tolls across Europe, ensuring convenience and flexibility for road users. One of the most efficient methods offered by Shell is the European Electronic Toll Service (EETS), which simplifies the payment of road taxes throughout Europe. Shell has established contracts with nearly all national toll providers, enhancing the ease of toll payments. In many countries, it is mandatory to pay tolls using an On-Board Unit (OBU), which further streamlines the process.

Question 3

Answer

Customers can pay tolls with a Shell EETS box in 14 European countries. These countries include Austria, Belgium (Roads and Liefkenshoektunnel), Bulgaria, Denmark (Roads and Bridges), France, Germany (Roads, Herrentunnel and Warnowtunnel), Hungary, Italy, Norway (Roads and Ferries), Poland (National Roads and Private Motorways A1, A2 and A4), Portugal, Spain, Sweden (Bridges), Switzerland, Slovenia, Slovakia, Czech Republic, Croatia

Shell's EETS box simplifies toll payments across these countries, making it easier for drivers to manage their toll expenses with a single device.

Question 4

Answer

Please contact or Road Service Team or your Account Manager.

Question 5

Answer

You might get rebates from the tolls in several countries, eg. France, Italy,
Øresund Bridge. Please contact our Services on the Road team to get more information.

Question 6

Answer

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 or Belgium).

Question 7

Answer

Yes, VAT can apply to tolls, depending on who is collecting the toll and under what conditions.

Public Authorities: If the toll is collected entirely by a public authority under a special legal regime, VAT does not apply.

Private Operators: If the toll is collected by private operators or not under a special legal regime, it is subject to VAT.

It is important to check the specific conditions and operators to determine whether VAT applies to the toll fees. Shell can help you recover the VAT through our partner, FastVAT or Vrio.

Question 8

Answer

For further information on road tolls and taxes, please, visit our country webpage or contact our Services on the Road Team.

Question 9

Answer

We offer VAT recovery services from all countries of the European Union, plus Norway and Switzerland. We offer this service in cooperation with our partners FastVAT and Vrio.

Question 10

Answer

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: FastVAT 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 FastVAT and Vrio provide you with reliable advice: helping you understand where you can recover VAT, and what products are eligible for a refund.

Question 11

Answer

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.

Question 12

Answer

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

Question 13

Answer

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

Question 14

Answer

If you have invoices from the previous year, you can submit them for VAT refund latest by 30 September of the current year.

Question 15

Answer

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

Question 16

Answer

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.

Question 17

Answer

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

Question 18

Answer

For further information on our services, please visit our country webpage.

Question 19

Answer

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.

Question 20

Answer

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

Question 21

Answer

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.

Question 22

Answer

For further information on our services, please visit our local webpages or visit TRAVIS Road Services // Stay ahead of change

Question 23

Answer

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)

Question 24

Answer

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.

Question 25

Answer

You can arrange your booking directly at Rail Cargo Austria webpage. You just need to select the Shell Card as payment means.

Question 26

Answer

For further information on our services, please visit our local webpages or Startseite - ROLA

Question 27

Answer

Your Shell 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 Shell Card for payment for the route between Calais (FR) - Dover (UK).

Question 28

Answer

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

Question 29

Answer

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

Question 30

Answer

For further information on our services, please visit our local webpages or Transcamion | Fracht Fähren online buchen

Question 31

Answer

Road Side Assistance / Breakdown – intervention on a vehicle on breakdown, including road side repair, towing, vehicle recovery and associated works and spare parts. Service is available for vehicles > 3,5 tonnes.

Security / Fine payment* – intervention to provide on the spot payment of fines. Service is available for all vehicles.

Workshop Services – intervention on a vehicle other than Road Side assistance. (Repairs / Parts)

^*_{Due to legal restricitions not avaialble for Shell Card customers from Germany}

Question 32

Answer

We offer breakdown services in near 39 countries in Europe In partnership with 24/7 ASSISTANCE. The services are available for vehicles more than 3.5 tones.

Question 33

Answer

All services are initiated by a phone call from the Shell cardholder/customer to 24/7 ASSISTANCE Call Centre* at one of the following two numbers:

Toll free number for Shell customers: 00 800 38 76 74 35

Local number for Shell customers (All countries): +49 7333 803 3986

^*_{(Only exception: workshop service, which is initiated by a call from the supplier of service, on behalf of Shell cardholder/customer)}

Question 34

Answer

For further information on our services, please visit our local Shell Card webpages.

Frequently asked questions

Below are the following FAQs categories.

Road Taxes and Tolls

VAT and excise duty recovery

Truck wash including Tank cleaning

Truck Parking

Truck-on-Train

Ferries

Breakdown Assistance and Fines

About Cookies On This Site

Frequently asked questions

Below are the following FAQs categories.

Road Taxes and Tolls

In which European countries do I have to pay tolls? #_146 path, #_146 polygon { fill: currentColor; } #_146 { }

What toll payment options are offered by Shell? #_147 path, #_147 polygon { fill: currentColor; } #_147 { }

In which countries customers can pay the Tolls with an EETS Box from Shell? #_148 path, #_148 polygon { fill: currentColor; } #_148 { }

How do I register for an EETS Box? #_149 path, #_149 polygon { fill: currentColor; } #_149 { }

Can I get rebates from tolls? #_150 path, #_150 polygon { fill: currentColor; } #_150 { }

How are the tolls invoiced to my company? #_151 path, #_151 polygon { fill: currentColor; } #_151 { }

Does VAT apply for tolls? #_152 path, #_152 polygon { fill: currentColor; } #_152 { }

Where can I find further information on toll services? #_153 path, #_153 polygon { fill: currentColor; } #_153 { }

VAT and excise duty recovery

From which countries do Shell offer VAT recovery? #_154 path, #_154 polygon { fill: currentColor; } #_154 { }

Why is it worthwhile registering for the VAT recovery services of Shell? #_155 path, #_155 polygon { fill: currentColor; } #_155 { }

What is the fastest method of VAT recovery? #_156 path, #_156 polygon { fill: currentColor; } #_156 { }

Can I recover the VAT of the non-Shell invoices? #_157 path, #_157 polygon { fill: currentColor; } #_157 { }

Can I recover the VAT of tolls? #_158 path, #_158 polygon { fill: currentColor; } #_158 { }

Can I recover the VAT from invoices from the previous years? #_159 path, #_159 polygon { fill: currentColor; } #_159 { }

How fast can I receive the VAT of non-Shell invoices? #_160 path, #_160 polygon { fill: currentColor; } #_160 { }

What is the most cost effective solution offered by Shell to refund the VAT? #_161 path, #_161 polygon { fill: currentColor; } #_161 { }

From which countries do Shell offer excise duty recovery? #_162 path, #_162 polygon { fill: currentColor; } #_162 { }

Where can I find further information on the VAT and excise duty recovery services? #_163 path, #_163 polygon { fill: currentColor; } #_163 { }

Truck wash including Tank cleaning

In which countries can I use my Shell Card for payment of truckwash? #_164 path, #_164 polygon { fill: currentColor; } #_164 { }

What do I need to do to get access to the driver app and online management tool of TRAVIS? #_165 path, #_165 polygon { fill: currentColor; } #_165 { }

Can I use my Shell card for payment of tank cleaning? #_166 path, #_166 polygon { fill: currentColor; } #_166 { }

Where can I find further information on truckwash services? #_167 path, #_167 polygon { fill: currentColor; } #_167 { }

Truck Parking

Truck-on-Train

In which countries can I pay for Truck-on-Train services with my Shell Card? #_168 path, #_168 polygon { fill: currentColor; } #_168 { }

What are the benefits of the Truck-on-Train trips compared to driving on roads? #_169 path, #_169 polygon { fill: currentColor; } #_169 { }

How can I arrange my booking? #_170 path, #_170 polygon { fill: currentColor; } #_170 { }

Where can I find further information on the Truck-on-Train services? #_171 path, #_171 polygon { fill: currentColor; } #_171 { }

Ferries

Can I use my Shell Card for payment of ferries? #_172 path, #_172 polygon { fill: currentColor; } #_172 { }

Can I use my Shell fuel card for payment of the Eurotunnel? #_173 path, #_173 polygon { fill: currentColor; } #_173 { }

How can I arrange ferry bookings? #_174 path, #_174 polygon { fill: currentColor; } #_174 { }

Where can I find further information on the ferry services? #_175 path, #_175 polygon { fill: currentColor; } #_175 { }

Breakdown Assistance and Fines

What services we offer #_176 path, #_176 polygon { fill: currentColor; } #_176 { }

In which countries can I use my Shell Card for payment of breakdown services? #_177 path, #_177 polygon { fill: currentColor; } #_177 { }

What emergency phone numbers do I need to call to get reakdown assistance? #_178 path, #_178 polygon { fill: currentColor; } #_178 { }

Where can I find further information on breakdown and fine payment services? #_179 path, #_179 polygon { fill: currentColor; } #_179 { }