US models: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 150 miles.
Canadian models: 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 250 km.
Discharged batteryIf 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.
Lock or key-related problemsIf possible, lock opening will be attempted and/or a spare key will be shipped if the vehicle’s key is not working.
Roadside Recovery
Recovery is carried out when required for safety reasons or if repair on site is not possible. If the distance between the vehicle’s location and your Polestar workshop is less than 110 km(70 miles), the vehicle will be recovered to the workshop. For distances greater than 70 miles, the vehicle will be recovered to the nearest Polestar Authorized Service Point.
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.
Onward travelPolestar Assistance covers travel by rail or bus, air travel or taxi, for a value of up to USD 600 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 is not more expensive for Polestar Assistance. The transport of persons and recovery of vehicles must take place by the most inexpensive means possible.
Hotel accommodationIf the distance to your home is more than 110 kilometers(70 miles), 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 per person per night. This alternative can only be selected while the vehicle is in the service point for repair or awaiting repair.
Rental carIf you instead 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 will 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 car rentals outside the country, you will be reimbursed for a rental car for up to 10 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.
Vehicle collection
If the Polestar Authorized Service Point where your vehicle is undergoing repair is located more than 110 km(70 miles) from your locality, Polestar Assistance covers 1st class one-way travel by train for one person. If the train trip will take more than 6 hours, you will be offered the option of a plane ticket instead.
Recovery of vehicle from outside the country
If you are on your way outside the country with your vehicle, Polestar Assistance will pay to have your vehicle transported home if it cannot be repaired within 3 days. You may choose between two options:
- repair at local Polestar Authorized Service Point as well as compensation of up to USD 250 for expenses and rental car for local usage covered if no recovery, or
- reimbursement for a rental car for a maximum of 10 working days.
If you are on your way back from a trip outside the country with your vehicle, Polestar Assistance will pay to have your vehicle transported home if it cannot be repaired within 24 days. You may choose between two options:
- repair at local Polestar Authorized Service Point as well as compensation of up to USD 250 for expenses and rental car for local usage covered if no recovery, or
- reimbursement for a rental car abroad for a maximum of 10 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.
Commercial vehicles
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 is not valid for:
- 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
- Vehicles that have been modified with aftermarket parts and extras that are not approved by Polestar. Vehicles demonstrated or delivered by a retailer or used with car for sale or export signs. Deterioration of the high-voltage battery, including but not limited to the use of correct charging equipment. All other exceptions or limitations described in the vehicle’s Status and Warranty booklet.
- 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.
Polestar Assistance – a friend on the road
Our goal is to enable you to continue your journey as soon as possible, so we start by providing on-site roadside assistance. If we are unable to repair your vehicle at the roadside, we will arrange Roadside Recovery and your travel home or overnight accommodation.
Polestar Assistance is included with the purchase of a new vehicle for three years calculated from the initial registration date.
Polestar Assistance:
You have access to Polestar Assistance around the clock, 365 days a year across the USA and Canada.
Polestar Assistance provides assistance in the event of a breakdown or if the vehicle unexpectedly becomes immobilized. Polestar Assistance is valid for immobilization due to mechanical, technical or electrical breakdown that was unexpected and not due to lack of maintenance.
Polestar Assistance covers the owner or owner-authorized driver of a Polestar covered by the New Vehicle Limited Warranty or the Extended Service Agreement for a vehicle sold in the United States or Canada. Upon resale of a Polestar, Polestar Assistance is transferred for the remainder of the covered period, provided that Polestar is notified and sufficient proof of change of ownership is provided. If the vehicle is not purchased directly from Polestar, it is the new owner’s responsibility to notify Polestar of the change of ownership and present sufficient proof of ownership.
The following situations are also covered by Polestar Assistance:
- tire problems: puncture and flat tire
- discharged battery
- key problems: locked out, lost or broken vehicle key
In the event of a puncture, you can use the accompanying repair kit in your Polestar for assistance.
US models: If within 150 miles, it will be recovered to the nearest Polestar Authorized Service Point. Otherwise, it will be recovered to a suitable, local tire shop.
Canadian models: If within 250 km, it will be recovered to the nearest Polestar Authorized Service Point. Otherwise, it will be recovered to a suitable, local tire shop.
Polestar Assistance is also valid in the event of a road traffic accident where the vehicle is immobilized; attempted theft or vandalism where the vehicle is immobilized; theft (where the vehicle is stolen) and fire.
Caravans or trailers towed by a covered Polestar vehicle are also covered. Horses or other livestock, however, are not regarded part of Polestar Assistance, but we will assist in getting the horse trailer and horse/livestock to a safe location whenever possible.
If the vehicle cannot be repaired within four hours on the same day, you will be offered transport home or to your destination, hotel accommodation, or a replacement vehicle. See section 1.3 in the Polestar Assistance Terms and Conditions for more information.
Contact
If you experience a vehicle breakdown or accident and you cannot continue your journey, contact Polestar Assistance.
Contacting Polestar Assistance directly is a requirement for the validity of Polestar Assistance.
Press the Polestar CONNECT button in the ceiling. You will then be connected to our operator, who can see your geographic position and other information that allows us to provide you with optimal assistance. You can also request assistance using the Polestar app.
If the vehicle’s owner has not been updated with Polestar after a change of ownership, a copy of the vehicle’s registration may need to be presented to ensure cost-free assistance or vehicle recovery.
When contacting Polestar Assistance, please provide the following information to help us assist you:
- your name and address
- the vehicle’s license plate number and VIN
- the model and color of the vehicle
- your location, with as much detail as possible
- a description of the problem
- cellular phone number and/or email address
You must report the immobilization of the vehicle immediately (within 24 hours) to Polestar Assistance. Service that is not provided or handled by Polestar Assistance, or that has been delivered without the pre-approval of Polestar Assistance, will not be reimbursed.