• Manual
  • Video gallery
  • Downloads
  • Software updates

Manual

Other conditions for Polestar assistance

The conditions apply from 1 May 2023.

1.1 Roadside repair

We will provide help on the spot to try to get your car moving again. If we cannot repair your car at the roadside, we will tow it to the nearest Polestar Authorised Service Point, or if you prefer, to your regular Polestar Authorised Service Point within a range of 110 km (70 miles).

1.1.1 Flat battery

If the journey cannot be completed due to discharged battery, the car is towed to the nearest charging station or Polestar Authorised Service Point.

In the event of problems starting due to discharged 12 V battery, we offer the use of jump leads for starting.

1.1.2 Lock or key related problems

If possible, lock opening will be attempted.

1.2 Towing

Towing is carried out when safety concerns require it or if onsite repair is not possible within a reasonable time. If we cannot repair your car at the roadside, we will tow it to the nearest Polestar Authorised Service Point, or if you prefer, to your regular Polestar workshop within a range of 110 km (70 miles). For longer distances, or if towing is needed abroad, the car will be towed to the nearest Polestar Authorised Service Point.

1.3 If further assistance is required

In the event that the car 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 from 1.3.1, 1.3.2 or 1.3.3.

1.3.1 Transport to home or destination

Polestar assistance covers travel by rail or bus, air travel or taxi, for a value of up to 600 EUR (or equivalent in local currency) 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 110 km (70 miles), travel by taxi for collecting or returning a rental car, or travel to the train station, airport or hotel is covered for a value up to 50 EUR (or equivalent in local currency). Passenger and car transport shall take place in the least expensive way.

1.3.2 Hotel accommodation

If the distance to your home is more than 110 km (70 miles), for the duration of the repair, hotel accommodation is offered locally for driver and passengers for up to five nights to a maximum value of 200 EUR (or equivalent in local currency) per person and night. This alternative can only be selected while the car is in the service point for repair or awaiting repair.

1.3.3 Rental car

If you prefer car rental for while your car is under repair, Polestar assistance covers a car with standard equipment equivalent to your own car in terms of size. You can get a rental car for a maximum of five working days. Other costs such as fuel etc. are not covered by Polestar assistance. You can get a rental car abroad for up to 10 working days. Polestar assistance cannot be held liable in the event that Polestar assistance is not able to provide a car of equivalent size, or if local circumstances mean that a rental car is not available.

Please note that the rental car is subject to the terms and conditions of the rental car company. Costs incurred by yourself in agreement with Polestar assistance will be refunded upon proof of receipts and in accordance with the agreement.

1.4 Transport for collection of car

If the Polestar Authorised Service Point where your car is undergoing repair is located more than 110 km70 miles from your locality, Polestar assistance covers first class single travel by train for one person. If the train journey is longer than six hours, air travel is offered as an alternative. If the distance is less than 110 km (70 miles), travel by taxi is covered.

1.5 Repatriation of car from abroad

If you are travelling abroad with your car, Polestar assistance covers repatriation of your car if repair is not possible within three full working days. As customer, you can choose between two alternatives:
  • repair at local Polestar Authorised Service Point as well as compensation of up to 250 EUR (or equivalent in local currency) for expenses and rental car for local usage covered if no repatriation, or
  • a rental car for a maximum of 10 working days for local use.
If you are travelling home from abroad with your car, Polestar assistance covers repatriation of your car if repair is not possible within 24 hours. As customer, you can choose between two alternatives:
  • repair at local Polestar Authorised Service Point as well as compensation of up to 250 EUR (or equivalent in local currency) for expenses and rental car for local usage covered if no repatriation, or
  • a rental car for a maximum of 10 working days for local use.

Expenses on site could as an example be restaurant, amusement park, museum and extra days with the replacement car. Remind to keep all your payment documents.

1.6 Commercial vehicles1

Taxis, hire cars, police cars, ambulance and driving school cars, etc., are only covered for roadside repair, towing and off-road recovery – 1.1 and 1.2.

Polestar assistance does not cover:

  • competition or practising for competition
  • deliberate infringement of a law in connection with driving the car
  • war or risk of war, revolution, riot, strike, terrorist act, radioactivity, earthquake, atmospheric disturbances or other event that can be classified as force majeure
  • assistance, ordered by the car owner or other person, without prior contact and authorisation by Polestar assistance
  • loss of property or cost of downtime
  • VAT when you or the car owner/lessor is obliged to declare for such tax
  • cars that are deregistered in Administration's Traffic Registry
  • repair and spare part costs
  • emergency vehicles
  • costs for consequential damage, repair and spare parts in connection with a puncture are not covered
  • Polestar assistance does not apply for damage covered by another warranty or for which a supplier or other party has legal liability or similar undertaking
  • Polestar assistance does not cover the cost of tyres or spare parts necessary for repair, regardless of whether recovery is required
  1. 1 Only applies to cars newer than 37 months old.

Related articles