What should I do if the fuel is not running from the pump?
Follow the instructions on the screen of the payment terminal. If the terminal has accepted your loyalty card, bank card or cash and asks you to start filling the tank within 5 minutes, but no fuel is running from the pump, make sure that
- the nozzle is properly inserted into the tank. If necessary, return the nozzle to its resting place and then reinsert it into the tank.
- you have chosen the correct side for filling;
- you have selected the fuel by pressing the corresponding button on the pump next to the nozzle (if several types of fuel are discharged from one nozzle);
If you need very little fuel, the required amount may already be in the tank. Check that by looking at the number of litres and the sum on the pump.
If you still have no success,call the number specified on the payment terminal and get help over the phone.

 
What should I do if I have forgotten the pump nozzle in the tank and have caused damage to the filling station?
1. Return the pump nozzle to its resting place on the pump.
2. NB! Do not try to fix the nozzle or the safety valve yourself.
3. 3. Immediately call the customer service number which is specified on the front panel of the payment terminal. You will be given further instructions over the phone. It is important to promptly notify Alexela of the accident (even on weekend) in order to avoid subsequent hassle.
4. If it is a manned filling station and the accident occurred during the opening hours, notify a sales person who will give you further instructions.
5. It is necessary to prepare a „traffic accident notice“ on the spot.
6. The person who has caused damage should as soon as possible report the accident to the insurance company that insured his or her car and follow their instructions.
Pulling out with a nozzle in the tank is considered to be a traffic accident (if the person leaves the scene without notification, they will be wanted by the police who may fine them up to 1150 EUR). Sanctions will also be imposed by the insurance company. For instance, the customer will have to pay the damages themselves. Anyway, it is cheaper to report what has happened because video surveillance will help identify all the vehicles which caused the accident.
It is necessary to notify Alexela of any occurrence however minor even if there is no visible damage (if the hose seems intact and the nozzle is not coming off, they may be still damaged inside). You should also inform Alexela if your car accidentally brushes against a pump, a post, a waste bin or any other object at the filling station. Such occurrences are also considered to be traffic accidents.

 
Which card do I have: a Discount Card or a Loyalty Card?
Alexela issues two types of cards: Discount Cards and Loyalty Cards?
•  Discount cards provide discounts and may not be used as a means of payment. Discount cards work without a PIN.
•  Loyalty cards are a means of payment. To be able to use your Loyalty Card, you need to know the PIN.

 
What type of fuel and goods can I obtain with my Loyalty Card?
The penultimate designation in the second row on the card shows the type of fuel:
•    FUEL – all types of fuel
•    GASOL – petrool
•    DIES – diesel
The last designation in the second row on the card shows the types of goods and services:
•    ALL P – all goods, car wash, insurance, trailer rental
•    TBA S – car goods and car wash
•    NO PR – purchase of any goods is forbidden

 
How can I get the Loyalty Card which I have requested?
The requested card will be normally send to you by registered post to the postal address specified in the contract. Optionally you can get the card at the Alexela office located at Roseni 13, Tallinn on working days from 8.30 to 17.00.

 
Can a private person apply for a Loyalty Card and how can this be done?
A private person may also apply for a Loyalty Card. We issue debit cards to any private persons. The issue of credit cards depends on the decision of the credit committee. To  apply for a loyalty card, you need to fill out a loyalty card contract form which can be found on our website. Please sign it and send by post to the following address: AS Alexela Oil, Roseni 13, 10111 Tallinn, bring it to the nearest manned Alexela filling station or sign it digitally and email at klient@alexela.ee.
 
 
How can a holder of Swedbank’s NPNK, Noortekaart or Seeniorkaart cards apply for the Alexela Discount Card?
To obtain the Alexela Discount Card you need to fill out the discount card application form on our website and write the keyword SEENIORKAART, NPNK or NOORTEKAART and 7 first digits of the card into the additional information field. The Discount Card will be sent to the address indicated in the application within a week.

 
When requesting the card at a filling station, you will be asked to produce a valid Seeniorkaart, Noortekaart or NPNK card. To exchange the card please fill in the discount card application form on Alexela website at www.alexela.ee or at a manned Alexela petrol station. In the case of exchange, the new card will be sent to the customer’s home by post within 10 working days of submitting the application.
 
 
Can I use the Loyalty Card to tank up outside Estonia?
Outside Estonia, you can use the Alexela Loyalty Card to tank up at two automatic Neste filling stations in Lithuania located in the immediate vicinity of the border between Lithuania and Poland. This will not give you the right to a discount.
The Discount Card is valid only in Estonia.

 
What should I do if my loyalty card is closed or does not work?
If in the process of tanking up you discover that your loyalty card does not work, is closed, blocked, etc. and you do not know why, please call the Alexela card centre on working days from 08:30 until 17:00 at 6290 001  or 6290 000. We will try to find a solution to your problem as soon as possible.
The card is closed when:
•    you have exceeded the day limit of your Loyalty Card (as a rule, it amounts to 383,45 EUR per day, unless another amount has been separately agreed upon),
•    you have exceeded the monthly limit of your Loyalty Card,
•    you have exceeded the general contractual limit of your Loyalty Card,
•    you have an outstanding invoice,
•    the card was closed at your request,
•    your card has expired.
NB! At manned filling stations you can check the card balance on the spot in order to avoid the situation when your tank is full, but your card is closed.

 
How can I increase the limit of the Loyalty Card?
To increase the general limit of a company or the limit of a specific Loyalty Card, please send a corresponding application at klient(ät)alexela.ee. klient(ät)alexela dot ee
Tanking up may also be unsuccessful if you have exceeded your day limit which by default amounts to 83,45 EUR per day.  To change the day limit please send an email at klient(ät)alexela dot eeklient(ät)alexela dot eeklient(ät)alexela.ee.
 

How quickly are payments transferred to the Loyalty Card?Starting from January 2012 payments made to our bank account will be transferred to your account in the card centre within 10 minutes.
If earlier the exchange of information was carried out 3 times a day and payments made on weekends and holidays were transferred to your loyalty card account only on the next working day, then now thanks to the new system the transfer will take only 10 minutes.

To ensure that the payment is transferred quickly and smoothly, please use the requisite information specified in the invoice, including the online bank account number and reference number.
 
If you fail to specify the online bank account number or the correct reference number when making your payment, it will not be transferred automatically and quickly. Your payment will be added manually on the next working day in the course of the bank’s verification procedure.

 
What should I do if my Discount Card has expired?
The expired Discount Card can be exchanged to a new one at all manned Alexela filling stations or through the Alexela website by filling in a corresponding form. The exchange of the card costs 0,96 EUR. The Discount Card will be sent by post to the address specified in the contract within 10 working days. To exchange the card at a filling station, please produce the expired Discount Card. You can also exchange your Discount Card at Eesti Post offices throughout Estonia. 

 
What should I do if my Loyalty Card has expired?
 Upon expiry of a Loyalty Card we check whether the card has been used 60 days before the 10th day of the month of expiry.  If yes, we will renew it automatically and send you a new card by registered post to the address specified in the contract. The PIN of the card will remain the same.
If you did not use your card 60 days before the 10th day of the month of expiry, it will not be renewed automatically.   In this case we ask you to notify the card centre of your wish to renew the card by sending a corresponding request at klient(ät)alexela dot eeklient(ät)alexela dot eeklient(ät)alexela.ee.
 
 
What should I do if I have not received the Loyalty Card invoice?
If you have not received or have lost the invoice, you can print it out in the customer loyalty environment on our webpage www.alexela.ee.
You can request a new invoice by sending us a corresponding email at klient(ät)alexela dot eeklient(ät)alexela dot eeklient(ät)alexela.ee
We would like to remind you that in accordance with the loyalty card contract the customer who has used their Loyalty Card and has not received an invoice by the 10th day of the following month is obliged to notify the Alexela card centre thereof and  the centre will reissue the invoice.  If the customer has not sent a corresponding notification to Alexela by the 15th day, the invoice is deemed to have been received.
 

Customer loyalty environment on the Alexela website – what is it?
In the customer loyalty environment each Loyalty Card holder can view the information about the contract, current balance, cards (card numbers, names, validity periods, limits), transactions and invoices. It can be also used to send notifications, requests, etc. directly to the card centre. Messages sent from the customer loyalty environment are processed on a priority basis.
The data in the environment are renewed twice a day (at 8.00 and 13.00).

 
How can I enter the customer loyalty environment? Where can I get the username and password?
You can enter the customer loyalty environment on the Alexela webpage at www.alexela.ee. On the starting page please find a blue box for loyal customers and write the following information in the fields provided:
•    your loyalty card contract number or the reference number on the invoices issued to you;
•    the secret word specified in your loyalty card contract.
If no secret word is specified in your contract or you cannot find your contract, you can ask the Alexela card centre to tell you the password.  Please send a corresponding email at klient(ät)alexela dot eeklient(ät)alexela dot eeklient(ät)alexela.ee.

 
Where diesel fuel with a fiscal marker can be used?
Pursuant to  Subsection 11 (2) of the Fiscal Marking of Liquid Fuel Act, diesel fuel marked with a fiscal marker may be used:
•     in rail transport of passengers and goods;
•    in shipping traffic, including in commercial fishing, except in non-commercial recreational shipping;
•    in machines, tractors and non-road mobile machinery used for agricultural purposes, and also
•    in tractors and non-road mobile machinery intended for agricultural purposes which are used in forestry;
•    in machinery or motor vehicles the use of which for traffic on public roads is prohibited by legislation and which are used in mining, forestry or construction work;
•    in fixed engines;
•    for heating and the production of heat or electric power.

 
What documents should be produced to the operator of the filling station before buying diesel fuel marked with a fiscal marker, aka blue diesel?
Pursuant to  Subsection 12 (1) of the Fiscal Marking of Liquid Fuel Act:
When selling liquid fuel marked with a fiscal marker, the seller is required to identify the buyer.
To make a purchase the buyer is obliged to produce to the seller:
•    NATURAL person: an identity document (passport, ID-card, driving licence)
•    LEGAL person: an authorisation document setting out the name and personal identification code of the representative of the legal person, the name of the legal person, its registration number or, upon the absence thereof, its registry code.