FAQ

The TotalEnergies Diplomatic Cards team is at your service 08h30-17h00 during business days:

Either via the online contact form on www.diplomatic-totalenergies.be > CONTACT

• Or by e-mail address: diplomatic.totalbelgium@totalenergies.com
• Or telephone: +32 2 288 99 36

The 136F form cannot be photocopied, reprinted, faxed, scanned, e-mailed or otherwise reproduced.

Only the original hard copy/version of the 136F declaration (4 pages, single side printing), paper-based, can be sent by registered postal mail to TOTAL BELGIUM.

It is also possible to bring it to TOTAL BELGIUM at the following address: TotalEnergies DIPLOMATIC CARDS - Boulevard Anspach 1, boîte 2 - 1000 BRUSSELS.

Upon reception of your 136F declaration, you will receive an automated confirmation e-mail. This means TOTAL will forward your 136F declaration to the FPS – Belgian Finance - Administration of Customs and Excise.

TotalEnergies advises its customers within a diplomatic mission to gather all their 136F declarations and to send them in one single envelope as registered postal mail to: TotalEnergies Diplomatic Fleet Cards - Boulevard Anspach 1, boîte 2 - 1000 BRUSSELS.

During this coronavirus crisis, we are doing all we can to continue our services and thereby contribute to a good functioning of the corporation. We are also striving to create the best working conditions to protect the health and safety of all our employees.

We are doing everything we can to deliver the cards as normally as possible. Due to the ongoing safety measures and the mandatory homeworking, some cards may take longer to arrive than normal. Unfortunately, our customer service is unable to provide you with additional information about the delivery status.

For further information regarding the COVID-19, please read the specific pages of the Belgian Protocol Directorate:

https://diplomatie.belgium.be/en/services/Protocol

https://diplomatie.belgium.be/en/services/protocol/covid-19

The TotalEnergies Diplomatic Service Team

The pin code that is sent to you is the code that you have chosen while generating the 136F form online. The pin code is also sent by postal mail to the headquarters of your diplomatic mission in Belgium.

If you enter a wrong PIN code three times, your fuel card will automatically be blocked for 24 hours.

In case you still don’t remember the PIN code of your Total tax-free fuel card, please contact the Total Diplomatic team by email: diplomatic.totalbelgium@totalenergies.com

. You will receive an envelope containing the PIN code or by email.

On your TotalEnergies ACCOUNT (cf. LOGIN), create a new 136F declaration using information related to your vehicle’s fuel type, number plates, etc. Then print, sign and send your 136 F form by post to the following address: TotalEnergies DIPLOMATIC CARDS - Boulevard Anspach 1, boîte 2 - 1000 BRUSSELS. It is also possible to bring it to TOTAL BELGIUM to said postal address.

Access your TotalEnergies ACCOUNT, with your e-mail and password via 'LOGIN' button.

Where applicable, international organizations (covered by a VISA or VISA waiver) will be required to provide the appropriate certificate/form other than form 136 F.

The 136F form is limited to the kingdom of Belgium, as requested by the Kingdom of Belgium Foreign Affairs, Foreign Trade and Development Cooperation Protocol Directorate and the FPS Finance - Administration of Customs and Excise.

However, TOTAL BELGIUM offers a Eurotrafic fuel card valid in Europe for the official use of the diplomatic missions (i.e. embassy, consulates, delegation, representations, organisations, etc.).

Please contact us for more information.

The TOTAL DIPLOMATIC TAX-FREE FUEL CARD Team

Boulevard Anspach 1, boîte 2 - 1000 BRUSSELS

diplomatic.totalbelgium@totalenergies.com

+32 2 288 99 36 (business days: 08h30 - 17h00)

www.diplomatic-totalenergies.be

TotalEnergies draw your attention to the obvious difference between the TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD and the TotalEnergies Eurotrafic Fleet Card:

The TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD gives access to the tax-free fuel. TotalEnergies Eurotrafic Fleet Card includes the local due taxes.

The answer to this question is negative. The rule is: you must be the owner of the vehicle that must register in Belgium: either normal number plates, or CD plates or even international Belgian number plates, in your personal/private name. As a result, you can chose among the different kind of plates.

Just insert your TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD into the ‘external’ terminal placed near the petrol pumps and follow the instructions on the screen.

The TotalEnergies terminals offer users different language options: English, French, Dutch and German.

Each fuel card works with a unique secure PIN code that you need to know when using the TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD. You received the pin code by postal mail and you have chosen the pin code while generating the 136F document online.

The TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD allows to collect fuel purchases within the ± 536 petrol stations of TotalEnergies and to generate an invoice for said purchases. This is the post-paid fuel card system, since you will only have to pay for your purchases after receiving the invoice, which in turn, will be paid through a SEPA direct debit mandate for the private/personal use. The diplomatic missions (i.e. embassy, consulates, delegation, representations, organisations, etc.) need to make a manual bank transfer.

For security reasons, all postal mail and fuel cards will be delivered at the headquarters of your diplomatic mission in Belgium. Please contact us for more information:

The TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD Team

Boulevard Anspach 1, boîte 2 - 1000 BRUSSELS

diplomatic.totalbelgium@totalenergies.com

+32 2 288 99 36 (business days: 08h30 - 17h00)

www.diplomatic-totalenergies.be

When one of your TotalEnergies tax-free fuel card is lost or stolen, you must block it immediately by calling:

TotalEnergies +32 2 288 99 36 (during business hours and days),

Or TotalEnergies Card Stop Service +32 2 288 94 00 (24/24h – 7/7).

Each blocking request must be written confirmed via the CONTACT of the TotalEnergies DIPLOMATIC website or by e-mail diplomatic.totalbelgium@totalenergies.com

Mentioning your first and last name, client number, card number of lost or stolen card, as well as the telephone number and the time period during which you can be contacted.

Have you forgotten your e-mail address?

If so, please contact the TotalEnergies Diplomatic Card team: The TotalEnergies Diplomatic Cards team is at your service 08h30-17h00 during business days:

• Either via the online contact form on www.diplomatic-total.be > CONTACT
• Or by e-mail address: {{content/en/emailaddress}}
• Or telephone: {{content/en/phone}}

After endorsement of your 136 F declaration by the Belgian General Administration of Customs and Excise, and only after that, we guarantee the delivery of your TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD within four to five working days, at the latest.

Every customer will automatically get an invoice by e-mail.

The invoices of TotalEnergies are already exempt from Value Added Tax (VAT) and excise duties. That is why customer will only pay for their fuel consumptions at the best price on the Belgian market, free of charge and free of commissions. The customer can monitor his fuel purchases his/her on his/her CUSTOMER AREA (Cf. LOGIN).

Individual users are billed on a weekly basis. Each invoice indicates when TotalEnergies will direct debit the IBAN bank account of said customer.

Diplomatic missions (i.e. embassy, consulates, delegations, representations, organisation, etc.) are invoiced for the monthly refuelling of the previous month for which they will receive a payment order.

Please contact us for more information:

The TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD Team

Boulevard Anspach 1, boîte 2 - 1000 BRUSSELS

diplomatic.totalbelgium@totalenergies.com

+32 2 288 99 36 (business days: 08h30 - 17h00)

www.diplomatic-totalenergies.be

I have number plates registered in another country, which is not Belgium, can I benefit from the TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD?

The answer to this question is negative. Indeed, and despite the European directives, your personal/private vehicle must register in Belgium with: either normal number plates, or CD plates or even international number plates, in your personal/private name. As a result, vehicles registered outside Belgium do not qualify to the tax-free fuel quota/allowance.

As a result, vehicles registered in another country, which is not Belgium, do not benefit from the tax-free fuel year quota/allowance

The SEPA Direct Debit mandate is mandatory for individual customers using the TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD for their ‘private/personal use’ linked to their personal/private vehicle. It is not mandatory to have a Belgian IBAN account. Indeed, if your bank has joined the SEPA Direct Debit Scheme, your tax-free fuel purchases can be direct debited from your most convenient European IBAN account.

The acronym SEPA stands for Single Euro Payments Area. This European direct debit system (also known as Core) allows individuals, businesses and organizations to use a single service in euros in many European countries, as long as their financial organization has joined the SEPA Scheme.

With this European direct debit mandate, your administrative tasks are simplified: payments happen automatically. In addition, your payments are always made on time and you avoid any surcharges for late payments.

Diplomatic missions (i.e. embassy, consulates, delegations, representations, organisation, etc.) can pay their invoices by a manual bank transfer or a direct debit.

The customer undertakes to inform TotalEnergies prior his/her diplomatic mission term in Belgium comes to an end by a written notice to:

Either a postal letter to : TotalEnergies DIPLOMATIC CARDS - Boulevard Anspach 1, boîte 2 - 1000 BRUSSELS,

Or by e-mail : diplomatic.totalbelgium@totalenergies.com;

Or by CONTACT on www.diplomatic-totalenergies.be

The card(s) should be cut in two by the customer him/herself and returned to TotalEnergies. During that transition period, and/or after the diplomatic mission term/period, fuel purchases for which TotalEnergies does not receive the approval of the competent authority will be invoiced including excise duty and the value added tax by means of a separate specific invoice.

TotalEnergies L will close your TotalEnergies account only after all your invoices are paid.

The rules in this regard vary by country, reciprocity rules, agreements, bilateral relations, and so on between Belgium and third countries. Please reach the FPS – Belgian Finance - Administration of Customs and Excise:

{{content/en/customs_excisecontact}}

At any time, you can monitor your personal data on your TotalEnergies Diplomatic Account (see LOGIN).

Should any personal date be incorrect or incomplete, please inform TotalEnergies:

via the CONTACT form of the TotalEnergies DIPLOMATIC website (www.diplomatic-totalenergies.be);

by email to the following email address diplomatic.totalbelgium@totalenergies.com.

TotalEnergies will make the required corrections.

For private/personal use, a diplomat or an administrative and technical staff members of diplomatic missions may request maximum two cards per private vehicle.

For the official use of the diplomatic missions (i.e. embassy, consulates, delegation, representations, organisations, etc.), the maximum number of TotalEnergies DIPLOMATIC TAX-FREE FLEET CARDS for official use may not exceed the number of diplomats in service within said diplomatic mission.

For more specific information, you can always reach the FPS – Belgian Finance - Administration of Customs and Excise:

Boulevard Roi Albert II 33, bte 372-1030 BRUXELLES

T : +32 (0) 257 633 28

E : da.operations.diplomat@minfin.fed.be

You will find a new Direct Debit form on your TotalEnergies Diplomatic Account. To do so, please access your Customer Account (see LOGIN).

Make sure you add the following memo to your NEW direct debit mandate: “Please change my current IBAN account into this one”.

Please send your NEW direct debit mandate to TotalEnergies: diplomatic.totalbelgium@totalenergies.com

Since this form is a legal document, make sure you send the original version (hard copy) of the NEW SEPA Direct Debit Mandate to TotalEnergies.

By means of a 136 F only the vehicle-related products belonging to the requester may be included in a 136F form. When you have two vehicles, a diesel and a petrol 95/98, in this specific case, you should provide TotalEnergies two different 136F declarations: one for diesel and one for petrol. In this specific case, the customer will be able to receive two types of cards: a TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD type DIESEL and a TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD type PETROL.

For example, if your vehicle uses diesel, your 136 F needs to apply for diesel only.

TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD offers you the most competitive tax-free fuel price on the Belgian market for diesel and petrol 95/98.

This offer is valid during the entire period of the contract (and provided that the benefits allocated by the Belgian State to the beneficiaries of said tax-free fuel allowance remain identical).

The head of Mission or his/her authorized representative must always co-sign the 136F declaration both for the private/personal use of an individual or the official use of the diplomatic mission.

For more specific information, you can always reach the FPS – Belgian Finance - Administration of Customs and Excise:

{{content/en/customs_excisecontact}}

Should your TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD not be working, please make a picture of the error message at the TotalEnergies terminal. Send a message to TotalEnergies Diplomatic with the picture as attachment: diplomatic.totalbelgium@totalenergies.com

Please make sure you mention your first and last name, e-mail address, customer number and card number.

Have you forgotten your password?

First, click on the ‘LOGIN’ button.

Then, select the option 'FORGOTTEN PASSWORD' and enter the e-mail address associated to your TotalEnergies account.

(!) If your e-mail address is listed in our date base, an e-mail containing an email containing access to said customer account will be sent.

(!) Please check your inbox and spam box.

Your personal/private Protocol dossier/file number is mentioned in the backside of your Belgian ID-card issued by the Protocol Directorate.

The answer to this question is positive. Indeed, and despite the European directives, you must be the owner of the vehicle that you must register in Belgium: either normal number plates, or CD plates or even international number plates, in your personal/private name. As a result, vehicles registered outside Belgium do not qualify to the tax-free fuel quota/allowance.

The TotalEnergies DIPLOMATIC TAX-FREE FLEET CARDS are free of charge.

TotalEnergies DIPLOMATIC TAX-FREE FLEET CARDS offers you the most competitive tax-free fuel price on the Belgian market for diesel and petrol 95/98 (See Terms and Conditions of Service).

For any questions related to GDPR, please read the TotalEnergies Personal Data Protection Policy Charter (see specific page: Privacy).

TotalEnergies DIPLOMATIC TAX-FREE FLEET CARDS are free of charge. TotalEnergies DIPLOMATIC TAX-FREE FLEET CARDS offers you the most competitive tax-free fuel price on the Belgian market for diesel and petrol 95/98, free of fees and free of commissions on the fuel consumption (See Particular Terms and Conditions of Service).

However, on tolls/tunnels and parking prices, TotalEnergies will charge a commission of 3 %, VAT exclusive, on the amount VAT included of the transactions. The base for calculation and the amount of commissions may be revised at all times without prior notice (see General Terms and Conditions of Service TotalEnergies Cards).

As a reminder, the TotalEnergies Diplomatic Card is reserved exclusively for natural persons and legal persons who are eligible for the exemption from the excise duty and from the VAT, which results in a tax-free fuel year quota/allowance (cf. Am I eligible for the TotalEnergies tax-free fuel?)

Only if you comply with said requirement, you can subscribe as a natural person or a legal person. Complete the requested information thanks you your Belgian ID-cards, issued by the Belgian Protocol Directorate. After, provide TotalEnergies the requested hard/original documents: SEPA direct debit form and the 136F declaration.

Upon endorsement of your 136 F form by the Belgian Administration of Customs and Excise, you will receive your TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD(S) within maximum five business days.

WHAT SHOULD I DO WHEN SWITCHING POSITIONS WITHIN MY DIPLOMATIC MISSION?

When you are switching positions in Belgium within your diplomatic Mission, the Belgian Protocol Directorate will send you a new Belgian ID-card with a new protocol dossier/file number. Upon receipt of your new protocol dossier/file number and your new Belgian ID-card, please send a copy by e-mail to TotalEnergies :

The TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD Team

Boulevard Anspach 1, boîte 2 - 1000 BRUSSELS

 diplomatic.totalbelgium@totalenergies.com

 +32 2 288 99 36 (business days: 08h30 - 17h00)

www.diplomatic-totalenergies.be

Private/personal users should know that the tax-free fuel quota/allowance is directly linked to your, either current or new, protocol dossier/file number.

Every single 136F declaration must be stamped with the official stamp/seal of your diplomatic Mission, which will be controlled by the Belgian Administration.

For more specific information, you can always reach the FPS – Belgian Finance - Administration of Customs and Excise:

{{content/en/customs_excisecontact}}

To get a TotalEnergies DIPLOMATIC TAX-FREE FLEET CARD, please provide TotalEnergies a new 136F declaration.

On your Customer Account, generate/create a new 136F form using information related to your vehicle(s): the fuel type(s) and the Belgian number plate(s).

Print your 136F declaration, sing it and have it co-signed.

Every single 136F declaration must be stamped with the official stamp/seal of your diplomatic Mission

Finally, send your 136F form by postal mail to TotalEnergies - Diplomatic Service:  {{content/en/postaladdress}}