Other terms and conditions for Polestar assistance
1.1 Roadside repair
We will provide help on the spot to try to get your vehicle moving again. If we cannot repair your vehicle at the roadside, we will recover it to the nearest Polestar Authorized Service Point, or if you prefer, to your regular Polestar Authorized Service Point within a range of 100 miles (160 km).
1.1.1 Discharged battery
If your trip cannot be completed due to a discharged battery, the vehicle will be recovered to the nearest charging station or Polestar Authorized Service Point.
If you are unable to start the vehicle due to a discharged 12 V battery, we will provide a jump start using jumper cables.
1.1.2 Lock or key-related problems
If possible, an unlock attempt will be carried out.
1.2 Roadside Recovery
Roadside Recovery is carried out when safety concerns require this or if on-site repair is not possible within a reasonable amount of time. If we cannot repair your vehicle at the roadside, we will recover it to the nearest Polestar Authorized Service Point, or if you prefer, to your regular Polestar workshop within a range of 100 miles (160 km). For longer distances, or if Roadside Recovery is needed outside the country, the vehicle will be recovered to the nearest Polestar Authorized Service Point.
1.3 If further assistance is required
In the event that the vehicle cannot be repaired at the service point within four hours on the same day, you and your passengers may select one of the following options below to continue your journey. Note that you may only select one of the options, 1.3.1, 1.3.2 or 1.3.3.
1.3.1 Onward travel
Polestar assistance covers travel by rail, bus, air or taxi, for a value of up to USD 500 (or equivalent in CAD) per person, for driver, passengers, pets and luggage, which makes it possible to either travel home or continue to the destination if this is within the area covered and does not entail a higher cost for Polestar assistance. If the distance is less than 100 miles (160 km), reimbursement will be provided for a taxi for drop-off or pickup of a rental car, or travel to a train station, airport or hotel for a value of up to USD 100 (or equivalent in CAD). The transport of passengers and vehicles must take place by the most inexpensive means possible.
1.3.2 Hotel accommodation
If the distance to your home is more than 100 miles (160 km), hotel accommodation is offered locally for the duration of the repair for driver and passengers for up to five nights to a maximum value of USD 200 (or equivalent in CAD) per person and night. This alternative can only be selected while the vehicle is in the service point for repair or awaiting repair.
1.3.3 Rental car
If you prefer a rental car while your vehicle is being repaired, Polestar assistance will cover the cost of a standard-equipped vehicle of equivalent size to your vehicle. You can be reimbursed for a rental car for a maximum of five working days. Other expenses, such as fuel etc., are not covered by Polestar assistance. For rentals outside the country, you will be reimbursed for a rental car for a maximum of ten working days. If Polestar assistance is unable to acquire a vehicle of the same size as your vehicle, or if a rental car cannot be provided due to local circumstances, Polestar assistance cannot be held responsible.
Please note that rental cars are subject to the rental car company's terms and conditions. Expenses that you have incurred pursuant to the Polestar assistance agreement will be reimbursed upon presentation of receipt and in accordance with the agreement.
1.4 Vehicle collection
If the Polestar Authorized Service Point where your vehicle is undergoing repair is located more than 100 miles (160 km) from your location, Polestar assistance covers a first-class one-way train ticket for one person. If the train trip will take more than six hours, you will be offered the option of a plane ticket instead. If the distance is shorter than 100 miles (160 km), reimbursement will be provided for a trip by taxi.
1.5 Recovery of vehicle from outside the country
- repair at local Polestar Authorized Service Point as well as reimbursement of up to USD 250 (or equivalent in CAD) for expenses and rental car for local use if the vehicle is not transported home, or
- a rental car for local use for a maximum of ten working days.
- repair at local Polestar Authorized Service Point as well as reimbursement of up to USD 250 (or equivalent in CAD) for expenses and rental car for local use if the vehicle is not transported home, or
- a rental car for local use for a maximum of ten working days.
Expenses on site could, as an example, be restaurant, amusement park, museum and extra days with the replacement car. Remember to keep all your payment receipts.
1.6 Commercial vehicles1
Taxis, rental cars, police cars, ambulances, driving school cars, etc. are only covered for roadside repair, Roadside Recovery and off-road recovery – 1.1 and 1.2.
Polestar assistance does not cover:
- competition or practicing for competition
- deliberate violation of law in connection with driving the vehicle
- war or risk of war, revolution, riot, strike, terrorist act, radioactivity, earthquake, atmospheric disturbances or other event that could be classified as force majeure
- assistance, ordered by the vehicle owner or other person, without prior contact and authorization by Polestar assistance
- loss of property or cost of downtime.
- VAT (value-added tax) when you or the vehicle owner/lessor is liable to declare for such tax
- vehicles that are registered as non-operational (non-op)
- repair and spare parts costs
- emergency vehicles
- costs for consequential damage, repairs and spare parts in connection with tire punctures are not covered
- Polestar assistance is not valid for damage covered by another warranty or which the supplier or another party is responsible for by law or similar commitment
- Polestar assistance does not cover the costs of tires or spare parts necessary for repairs, regardless of whether vehicle recovery is required or not