• Ultimate convenience
  • Always a fixed price
  • Personal assistance
  • No financial suprises

Frequently asked questions

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About Bynco

Bynco is the abbreviation of Buy Your Next Car Online. At Bynco, we believe that buying a used car can be fairer, easier, more fun and faster. Searching online for a used car on offer was already possible, we at Bynco now also make it possible to buy it online (with all the advantages and conveniences that come with it).

Bynco is an online supplier of young used cars. The showroom is online. In the webshop, you can view the cars at your leisure, add them as favorites, compare them and download additional reports of the cars.

When you have made your choice, you can order the car and get it delivered to your home free of charge. At your doorstep you can view the car at your leisure and if you have accepted the car, you can test drive it for 14 days.

You no longer have to travel long distances on your day off to view cars in different showrooms.

The difference with these sites and bynco.com is the fact that all the cars you buy from Bynco have the same certainties (14 days trial drive, valid MOT, 180 days warranty, free home delivery, etc.). On websites such as autoscout.nl, gaspedaal.nl, marktplaats.nl, you can only search for cars that meet your requirements and then you will be redirected to the relevant car dealer, garage or private seller. All with their own services and conditions. On bynco.com, you can also order your dream car directly online, you don't have to go out the door anymore.

The My-environment consists of My Profile, My Favorites, My Orders and My Trade-in. 
In My Profile it is possible to view and change your personal data and preferences. In My Favorites you can view your cars marked as Favorite and in My Trade-in you can see and accept bids for your trade-in car. Under My Orders you can see your placed orders and unfinished orders.


On Bynco.com you will find cars no older than 8 years with a maximum of 150,000 kilometres on the counter. These cars are from carefully selected brand dealers, universal car companies or leasing companies. Because we know how important trust and quality is when buying a used car, we only allow the best companies. We then ensure that you can buy these cars with the certainties of Bynco.

  • Delivered home free of charge within 5 days
  • Extensive explanation about the car at your home
  • Customer service 7 days a week 365 days a year
  • Negotiations are no longer necessary
  • Always at least 180 days warranty with breakdown service
  • 575 service points in the Netherlands in case something is wrong
  • 14 days of trial driving in your own area
  • A money back guarantee
  • No unexpected additional costs


To avoid having to rely solely on 'our blue eyes', every car is extensively checked and inspected. Inside, outside and under the bonnet. We strive to show this report with every car. A free Carfax report (worth 14.95) can be downloaded with every car anyway, with details about the history of the car.

If you are interested in placing your used car on bynco.com, please contact us at info@bynco.com or call 030-207 42 20. We can explain to you all about the Bynco securities and conditions of participation in bynco.com.

How it works

At Bynco, we believe that buying a car should be fun again. Buying a car online can be done within a minute and you will receive extensive security. All cars include a delivery package, with at least 6 months MOT, 5,000 km maintenance free, at least 180 days warranty, roadworthiness and you can try the car for 14 days.

If you want to buy a car, you can simply pay online with iDEAL. This can be done immediately but also at the time of delivery. The purchase price will be parked in an independent third party account and will only be paid to us if you accept the car upon delivery. When ordering, you indicate the date on which you would like the car to be delivered. When ordering, we ask for a valid driver's license from the person in whose name the car will be registered. The delivery address should be the same as the home address of the named person.

We can usually deliver the car to you within 5 days after purchase. The car will be registered by us in your name upon delivery, so you can drive with it immediately. Provided that you have had the car insured, of course. Upon delivery of the car you sign for receipt. And you can test the car for up to 200 kilometres in your own area. And of course within 14 days: Not satisfied? Guaranteed refund.

You can contact us for all your questions. If you want personal advice about a car and also after purchasing a car. During weekends and evenings you can often find us on the chat. During office hours we can be reached by phone at 030 - 207 42 20. But also via email address klantenservice@bynco.com.

Do you live in the Netherlands but have a foreign driving license? No problem, you can easily buy a car from us. When ordering, you can indicate that you have a foreign driving license. The only difference is that the car must be registered at an official RDW location. These locations are located throughout the Netherlands. You will also need an original proof of registration in the Netherlands (GBA extract, not older than 3 months) and a valid driver's license. We have already welcomed many foreign expats with their Dutch car.

Auto verkopen

Via Bynco you can sell your car in 6 steps.



Step 1: Free value indication

By sending us your license plate you will receive a free, reliable indication of the value of your car within 24 hours. You will not receive a price directly from us. This is because Bynco does not give automatic answers, but allows experts to spend some time assessing your car. This makes the estimation of the value of your car much more reliable.

Step 2: Inspection of the car

Your car will be assessed by an independent expert. If you want to sell your car via bynco.com this inspection report is mandatory. Because Bynco is honest about cars. You make an appointment with the expert when it suits you best. This can be done at a time and place that suits you best.

The inspection costs € 150,-. These costs are earned back, because buyers want to pay more for a car with an inspection report.

Step 3: Determining the sales price

Based on the inspection report, our knowledge of the market and the pictures we will give you advice on the sales price. The selling price we determine together is a fixed price, so no negotiations with the buyer. Good to remember when comparing prices!

Do you disagree with the recommended retail price? Then you can choose not to sell your car through Bynco. You only owe Bynco a compensation of € 250,- when your car is sold through bynco.com. The inspection report remains yours.

Step 4: Now you can sit back and relax, Bynco does the work

Your car will be advertised in a professional ad, including all the features and good pictures online. You don't have to worry about questions from potential buyers, Bynco will answer them for you. We will only contact you if there is a buyer who is really interested. This buyer makes a down payment, so we can be sure he or she is serious.

Step 5: Sales appointment

You make an appointment with the buyer at a time that suits you best. You will meet the buyer at your doorstep or at one of the more than 750 license plate counters in the Netherlands. Chances are that your car completely meets the buyer's expectations. A sale is rarely cancelled at this point. This is because Bynco has already carried out a careful preliminary process. You also don't have to worry about difficult negotiations, because the price is fixed and the buyer knows about it.

Step 6: The administration

You take care of the administration directly with the buyer. Do you have any questions about naming, indemnity, license plate, payment, etc.? With our tips you will probably get out of it easily. Still have a question?

We are here to serve you. We do this from Monday to Sunday from 8:30 am to 17:30 pm. At Bynco you are not alone.

Payment by the buyer will be transferred to a secure suspense account. As soon as everyone agrees and the car is registered in your name, we will transfer the entire amount to you, with deduction of our fee of € 250,-.

Je plaats je auto op onze auto verkopen pagina. Heb je al een Bynco account? Ga dan naar jouw profiel en klik op ‘Mijn advertenties’.

Je auto wordt beoordeeld door een onafhankelijke expert. Als je je auto wil verkopen via bynco.com, is een inspectierapport verplicht, omdat Bynco eerlijk is over auto’s. Je auto wordt beoordeeld door een onafhankelijke expert. De afspraak met de expert plannen we wanneer dit jou het beste uitkomt. De expert deelt het rapport met jou en Bynco, zodat we samen op een eerlijke verkoopprijs kunnen komen. Deze verkoopprijs is een vaste prijs. Dus geen onderhandelingen bij het verkoopproces.

Uiteraard streven we naar het hoogste rendement voor jou, maar we zijn eerlijk over de waarde van je auto. Als je het niet eens bent met de geadviseerde verkoopprijs kun je ervoor kiezen om je auto te verkopen zonder Bynco. Het inspectierapport blijft jou eigendom.

Door ons onafhankelijke keuringsrapport bieden we de koper zekerheid, waardoor jij jouw auto voor een hogere prijs kunt verkopen. Bij de traditionele martkplaatsen kunnen kopers de waarde van auto’s moeilijk inschatten en gaan daarom onderhandelen over de waarde van je auto. De verkoopprijs die je kiest bij Bynco is de vaste prijs, dus je hoeft je geen zorgen te maken over lastige onderhandelingen

Wanneer je auto advertentie geplaatst is op Bynco.com hoef jij even niks te doen. Bynco zorgt er voor dat jouw advertentie wordt gezien door potentiële kopers. En wanneer deze interesse tonen beantwoorden wij hun vragen. Is de koper serieus geïnteresseerd? Dan doet de koper een aanbetaling en brengen wij diegene met jou in contact.

No cure no pay: Bynco ben je alleen een vergoeding van € 250,- verschuldigd als je auto via Bynco wordt verkocht.

Je auto wordt geïnspecteerd door een onafhankelijke expert. Zo krijgen we een goede indruk van jouw auto. Dit inspectierapport is verplicht, want Bynco is eerlijk over auto’s. De inspectie kost € 150,-. Dit is een investering die je zeker terugverdient, want kopers willen meer betalen voor een auto met een inspectierapport.

De afspraak met de inspecteur wordt via Bynco gemaakt. Deze plannen we in op een tijd en plaats die jou het beste uitkomen.

Ja, de inspectiekosten zijn voor jou. Maar zie het als een investering, want kopers willen meer betalen voor een auto met een inspectierapport. De inspectie kost € 150,-, maar die verdien je dus zeker terug.

De afspraak met de koper van je auto wordt gemaakt via Bynco. We plannen dit op een moment en plaats dat jou het beste uitkomt. Dit kan zijn bij één van de meer dan 750 kenteken-loketten bij jou in de buurt of bij je thuis. Bynco heeft alle vragen van de potentiële koper al voor je beantwoord, daarom is er een kleine kans dat de auto toch niet voldoet aan zijn verwachtingen. Je hoeft niet bang te zjin voor lastige onderhandelingen, want de prijs is vast en de koper weet dat.

De betaling door de koper komt terecht op een veilig tussenrekening. Wanneer iedereen akkoord gaat en de auto op naam is gesteld maken wij het gehele bedrag naar je over. Met aftrek van onze vergoeding van € 250,-.

Je kan de advertentie voor je auto verwijderen door in te loggen op bynco.com. Om dit te doen log je in en ga je naar ‘Mijn advertenties’.

Bynco zorgt voor een professionele advertentie met alle kenmerken van jouw auto én goede foto’s. Zo zorgen we er voor dat jouw auto bij de juiste potentiële kopers onder de aandacht komt. Hoe meer kans dat je auto snel wordt verkocht!

Nee, helaas is dit niet mogelijk. Bynco verkoopt alleen auto’s die ingeschreven staan in Nederland.

Ja, dat is mogelijk. Ook voor zowel een eenmanszaak of rechtspersoon is overschrijven en tenaamstellen mogelijk via een RDW-erkend bedrijf of Kentekenloket. Hou wel rekening met eventuele nog verplichte afdracht van BTW en BPM.

Nee, de leeftijd van de auto is niet van belang voor het adverteren van je auto op bynco.com.

Nee, de kilometerstand is niet van belang voor het adverteren van je auto op bynco.com.

Bynco vertrouwd op de kennis en ervaring van de onafhankelijke expert. Wanneer je auto wordt afgekeurd kunnen helaas niks voor je betekenen.

Bynco is eerlijk over auto’s. Als de auto wordt afgekeurd, kan Bynco de auto niet meer verkopen. We adverteren geen sloopauto’s of auto’s die alleen voor onderdelen gebruikt kunnen worden.



Je kunt je dealerauto gewoon via de site bestellen waarbij je de keuze hebt om direct via iDEAL te betalen of bij aflevering. Het aankoopbedrag wordt op een zogenaamde derdengeldenrekening gestort van GoCredible. GoCredible is een onafhankelijke identificatie- en betaaldienst die helpt om de (ver)koop van je auto veilig en makkelijk af te ronden. 

Het is ook nog mogelijk om je dealerauto te financieren. Wij werken daarin samen met DTC, maar je kan ook bij bijvoorbeeld je eigen bank een lening aangaan. Je kan in de check out kiezen voor 'Betalen met Financiering', waarna we je automatisch doorsturen naar DTC zodat je een vrijblijvende offerte kan opvragen. De auto is nog niet voor je gereserveerd, zodra de financiering definitief is geef je dat aan ons door en maken we de bestelling definitief als de gewenste auto nog beschikbaar is.

Mocht de auto je om welke reden dan ook niet bevallen, dan krijg je binnen 14 dagen je geld terug. Zonder bijkomende kosten.

Particuliere auto

De betaling regel je direct met de verkoper. De voorkeur heeft het om een Betaalverzoek te versturen. Bankier je bij de ING dan kan dat tot max. € 5.000,-. Bij de Rabobank en via Tikkie is de limiet per verzoek € 750,-. Heb je vragen? Bel, chat of app ons dan. We staan voor je klaar. Elke dag van de week, van 08.30 tot 17.30 uur.

De standaardlimiet voor iDEAL is € 50.000,- per dag. Dat geldt voor alle banken, behalve voor de Triodos Bank. Bankier je bij Triodos? Dan is de daglimiet € 25.000,-. Bij alle banken is het mogelijk om je rekeninglimiet tijdelijk op te hogen. In de meeste gevallen kan je dat via internetbankieren zelf regelen. Neem gerust contact met ons op als je een probleem ervaart bij de betaling.

Meer info over daglimieten:






SNS / ASN / RegioBank

- Bunq 

Je geld wordt bij het afrekenen niet naar onze bankrekening overgemaakt, maar naar een onafhankelijke derdengeldenrekening bij GoCredible. Zij zijn gespecialiseerd in het tot stand brengen van veilige betalingen tussen 2 partijen. Zodat je als koper verzekerd bent van een 100% veilige en betrouwbare transactie. Vergelijkbaar met de aanbetaling bij de notaris bij het kopen van een huis. GoCredible parkeert het aankoopbedrag veilig totdat je bij aflevering tevreden bent en persoonlijk het akkoord geeft om de transactie te voltooien. En zo niet, dan laat je het geld net zo makkelijk met een druk op de knop terugstorten op je eigen rekening.


Het aankoopbedrag wordt automatisch ‘geparkeerd’ op een derdengeldenrekening van GoCredible. Wanneer je voor of tijdens de aflevering besluit de koop te annuleren krijgt je automatisch je aankoopbedrag teruggestort op je rekening.

Ook wanneer je binnen 14 dagen na aflevering aangeeft via het herroepings- of annuleringsformulier dat je van je aankoop wilt afzien, storten we het aankoopbedrag aan je terug. Uiteraard doen wij dit nadat wij de auto bij je op hebben gehaald en de tenaamstelling ongedaan hebben gemaakt. Om het volledige aankoopbedrag terug te ontvangen dien je wel rekening te houden met het maximum van 200 vrij te rijden kilometers.

Particuliere auto

Doordat we bij Bynco de auto zorgvuldig laten inspecteren door een onafhankelijke expert is de kans zeer klein dat de auto niet aan je verwachtingen voldoet. Heb je toch nog vragen na de aanschaf? Dan staan we voor je klaar. We zijn iedere dag telefonisch bereikbaar tussen 08.30 en 17.30 uur op 030 - 207 42 20. Met avonduren kan je ons vaak vinden op de chat. Maar ook via mailadres klantenservice@bynco.com.

Ja, het is mogelijk om je aankoop te financieren. Wij werken daarin samen met DTC, maar je kan ook bij bijvoorbeeld je eigen bank een lening aangaan. In de checkout kan je kiezen voor 'Betalen met Financiering', waarna we je automatisch doorsturen naar DTC zodat je een vrijblijvende offerte kunt opvragen. De auto is nog niet voor je gereserveerd, zodra de financiering definitief is geef je dat aan ons door en maken we de bestelling definitief als de gewenste auto nog beschikbaar is.


Yes, we make it easy for you to exchange your current car quickly and without any hassle.
We don't buy your car ourselves, but we have looked for a number of partners who bid for your car independently of each other. Unique in the Netherlands! You will receive guaranteed bids within 24 hours in your My area on bynco.com. If you accept a bid, we will settle this amount directly with the purchase price of your new car.
When we deliver your new dream car to your home, we will take the trade-in car with us immediately and arrange all the paperwork for you on the spot. Convenient right?

You can go here to the trade-in page.

In order to get the highest possible bid for your car, it is important to give a complete (and honest)  image of your car. We retrieve a lot of data automatically on the basis of your license plate and mileage. We also ask for the specific model, extra options, state of repair and any damage or traces of use. You will also need to upload a number of photos, as this will enable us to offer you a guaranteed bid. This means that the exchange price is no longer negotiated or haggled over on the spot (in contrast to many other suppliers).

  • License plate and mileage
  • Execution, options and accessories
  • Pictures condition and damage
  • Personal data
  • Check data
  • Our goal is to make exchange as easy as possible. But in a way that you get the best possible price for your car as quickly as possible. We have (according to us) selected some of the best companies in the Netherlands. They will make an offer for your car at the same time and make an independent offer. You can accept the highest bid if you wish. We work together with Autorola and Autotaxatie Partners. This service is made possible by Autotelex. 

An offer on your trade-in car is valid for 7 working days. Feel free to call or email us if you think you need more time.

As soon as you have accepted an offer, we will immediately deduct this amount from the purchase price of your new car. You choose your dream car, press the 'To order' button and you will enter the ordering process. Here you indicate, among other things, when you want your new car delivered to your home. You then choose to pay directly via iDEAL or upon delivery. When we deliver your new car to your home, we will immediately take the exchange car with us and arrange all the paperwork for you on the spot.

Yes, the bids on your car are guaranteed. There will be no more bids during the exchange or collection of the car. Under the condition, of course, that you have been honest in filling in all the details. The most important thing is in both the technical and optical condition of the car.

No, you don't have to drop-off your car anywhere. We'll trade the car in, as it were. We'll deliver your new car to your home and then we'll take the exchange car with us right away. We also take care of all the paperwork on the spot.

Private Lease

At Bynco we believe transparency is important. We have talked to various Private Lease providers, and with Athlon we have found a partner who has the same standards and values. Being honest, being reachable, no hidden additions or small print, and being there after the contract has been signed. In our opinion, Athlon has the most flexible conditions, so if something unforeseen happens, the contract can always be terminated or adjusted. In this case, the Protection Plan refers to a solution that is the most flexible for you as a customer.

Within our private lease contract you simply keep building up damage free years. At the end of the lease period, Athlon provides a declaration of damage-free driving, if this is the case.

Your monthly fee is based on the chosen annual mileage and duration. If you drive more, this will bring extra costs. In your contract these costs will be listed in a table. If you drive more kilometers you have 2 options:

You can pay extra kilometers in between or at the end of your contract.

You can increase your annual mileage in between. Your monthly amount will be adjusted according to the table in your contract for the coming and past months. The difference between your old and new monthly amount for the past months will be charged at once.

If you drive less, the same principle applies and you will get your money back according to the table in your contract. There is one exception: if you drive less than the lowest scale in your contract you will not get a refund.

You can cancel your Private lease agreement at any time. This may be subject to a termination fee, unless notice is given under the terms and conditions of the Protection Plan. In all other cases, there are costs associated with the termination.

How is the termination fee determined?

In the event of termination, the termination fee is 50% of the total monthly amounts still due up to the end date, unless the overview in the Private Lease Agreement shows a lower amount if you would have opted for a different term immediately at the start. The most favorable calculation will apply.

Example calculation:

Suppose you have a contract based on 48 months and 10.000 kilometers with a monthly fee of €264,-. After 24 months you want to cancel your subscription.

The termination fee amounts to 48 - 24 = 24 months x € 264,- x 50% = € 3.168,-.

However, if you would have immediately concluded a contract of 24 months, the lease price would have been € 325,-. The difference over the already elapsed period is then 48 - 24 = 24 x (€ 325,- -/- € 264,-) = € 1.464,-.

This second calculation is the most favorable for the customer. It is therefore applicable.

The termination fee in this example therefore amounts to € 1,464,-.

Together with Athlon, Bynco has drawn up a unique protection plan. This plan has to make sure that you are not tied to anything when your private circumstances change.

a. The customer may terminate the Private Lease Agreement prematurely without penalty in the event of forced resignation (in the case of an employment contract for an indefinite period of time), divorce, dissolution of a registered partnership, dissolution of a cohabitation contract, loss of driving licence for more than six months on medical grounds or in the event of death (in the event of death, the heirs may do so).

The following conditions apply:

I. Customer has fulfilled all obligations under the Private Lease Agreement; and

II. Athlon is convinced by one of the grounds for termination; and

III. the Vehicle has been returned to Athlon in accordance with the arrangements in these Supplementary Terms and Conditions.

b. The Private Lease Agreement will be terminated as soon as Terms I through III are met. The termination date is the last day of the month in which this is effected. 

c. Athlon checks the number of kilometers actually driven on the Termination Date. Also the kilometers driven in a replacement vehicle count. In addition, Athlon also looks at possible more or less kilometers. These more or less kilometers are settled according to the overview in the Private Lease Agreement.

To ensure that you can fulfill your contract, we set a number of conditions for our customers:

You are at least 21 years old at the start of the contract period or at most 80 years at the end of the contract period;

You have a permanent employment contract, or an employment contract that continues for at least another 3 months. When your employment ends within 3 months we would like to receive a letter of intent;

You do not have payment arrears with the BKR and there is no wage attachment on your salary;

You have not been disbarred by an insurance company;

According to the rules of the Keurmerk, we check whether you are able to bear the monthly charges. This assessment is carried out by EDR Credit Services.

At the BKR, all private credits higher than € 250,- and with a minimum duration of 1 month are registered. If you enter into a Bynco Private Lease agreement, it will be registered with the BKR for 65% of the total amount over your total term. So 65% x your monthly amount x the number of contract months. For example: the subscription you choose is € 199 per month. You would like to sign up for a subscription for 36 months. So your registration with BKR is € 199,- x 36 months x 65% = € 4,660,-.

The monthly amount may change as a result of tax changes. Fiscal causes are e.g. changes in road tax, insurance tax or VAT. This also applies if you buy a car. However, it can also happen that your mileage usage leads to an adjustment of your monthly amount.

According to the Belastingplan 2020 (Rijksoverheid), the reduction in vehicle tax for electric cars and plug-in hybrids will be phased out starting from 1 January 2025; this will mean that the instalment can increase during the term of your lease contract if the lease contract continues beyond 1 January 2025.

Yes, that is possible, we will make a new calculation and adjust your contract.

Once a year, the actual kilometres driven are invoiced and your monthly amount is adjusted to your km consumption. You can compare this with your energy company's settlement.
The costs of more and less kilometres are determined by the rate difference between the mileage options. Let us explain this to you:

Suppose you have a contract for 10,000 km per year at € 300,- and the next option is 15,000 km at € 325,-. You drive 12,500 km in a year, that's 2,500 km extra.

The difference between the km options is 15,000-10,000 km = 5,000 km
5,000 km cost € 325 - € 300 = € 25 p/month, which is € 0.06 p/km
2,500 extra kilometres will then cost 2,500 x € 0.06 / 12 months = € 12.50 p/month
The settlement for 12 months is then 12 x € 12.50 = € 150,-.

If you drive fewer kilometres during a year, you will of course get your money back.

The car, road tax, third party liability insurance, accident insurance for passengers (optional), legal assistance, hull damage, maintenance, repairs, tyres, breakdown assistance, the car-sharing module, replacement transport after 72 hours and penalty-free termination in the event of divorce or dismissal. The only thing you have to pay for yourself is the fuel.

Yes, anyone with a valid driving licence is allowed to drive. It is also possible to offer your car as a shared car on for example the site of Snappcar.

Yes, you can terminate your Bynco Private Lease contract earlier. Athlon applies the Protection Plan, which allows you to terminate your private lease contract without penalty in the event of forced dismissal*, divorce or death. If the protection plan does not apply, the contract will be recalculated on the basis of the table in your contract. In that case, you will pay the monthly amount associated with the new term over all the monthly terms.

* in the case of an employment contract of indefinite duration

Athlon Privé Lease can be reached 24 hours a day for urgent assistance requests via +31 (0)36 547 11 55. Is there no urgent request for help? Call us during office hours (from 8:00 to 17:30 from Monday to Friday). Outside office hours you will be redirected to the Athlon Emergency Centre. This emergency centre can be reached day and night in the event of a technical defect or damage. The Athlon Emergency Centre can be reached from home and abroad.

The Athlon Emergency Centre (carried out by Eurocross Assistance) will assist you directly with your request for help. Of course, the solution depends on the specific situation, your location and the agreed service. We will work with you to find a suitable solution.

If you can't reach Athlon, call 030-207 42 20 or Whatsapp with Bynco. Then we will help you immediately.

In the event of damage, you will pay € 300 per claim. If you opt for the Verlaging Eigen Bijdrage (Reduction of Own Contribution) when taking out your subscription, you can reduce your own contribution to € 150 per claim. If the claim is not recoverable (e.g. vandalism), this is covered by the personal contribution.

That is a good question. You can return your car at one of the many Schadenet branches in the Netherlands. When returning your private lease car, a return report will be drafted. In the report the collision damage is registered. If your private lease car is not clean, it is not possible to draft a binding collection report. The collection report you receive at Schadenet will be sent to privelease.nl@athlon.com as an unsubscription of the car. At Athlon in Almere, the damage meter is used to assess whether it concerns user damage or a damage event to which the excess may apply.

You can find the return form here (apologies, only in Dutch).