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Manual

Polestar assistance – if you need help on the road

With Polestar assistance you can count on help if the unexpected occurs.
PS2-2007-Polestar Assistance

Our goal is to enable you to continue your journey as soon as possible, by offering onsite roadside assistance. If we are unable to repair your vehicle onsite, we will arrange towing and your transport home or overnight accommodation.

Polestar assistance is included when buying a new car for three years1 from the date of first registration. When the coverage included with your vehicle expires, it will be possible to prolong it.

Polestar Assistance

You have access to Polestar assistance around the clock, 365 days a year in most countries in Europe.

Polestar assistance can offer assistance in the event of a breakdown, or when your car unexpectedly becomes immobilised. Polestar assistance is valid for immobilisation due to unexpected mechanical, technical or electrical breakdown, and not due to lack of maintenance.

The following events are also covered by Polestar assistance:
  • tyre problems: puncture
  • flat battery
  • key problems: locked out, lost or broken vehicle keys.

In the event of a puncture, you can use the accompanying repair kit in your Polestar for assistance.

If it is not possible to repair the car onsite, it will be towed to the nearest Polestar Authorised Service Point.

Polestar assistance is also valid in the event of a road traffic accident in which the vehicle is immobilised; attempted theft or vandalism where the vehicle is immobilised, if the vehicle is stolen, and fire.

Caravans or trailers towed by a covered Polestar vehicle are also covered. Horses or other livestock are not included in Polestar assistance, but we will assist in getting the horsebox and horse/livestock to a safe place whenever possible.

If the car cannot be repaired within four hours on the same day, you will be offered transport home or to your destination, hotel or a replacement car as per 1.3 in other terms and conditions for Polestar assistance.

Contact

Should you experience a car 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.

Tap on the CONNECT button in the roof. 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.

When making contact we will need the following information in order to be able to provide you with assistance:
  • your name and address
  • registration plate number and the car's VIN number
  • model and colour of the car
  • your location, with as much detail as possible
  • a description of the problem
  • mobile phone number and/or email address.

 Note

You need to report the immobilisation of the car immediately (within 24 hours) to Polestar assistance. Service that is not provided or handled by Polestar assistance, or that has been delivered without Polestar assistance pre-approval, will not be reimbursed.

Geographic coverage

Polestar assistance applies in the following countries:

Albania, Andorra, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece2, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, Russia 3, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, and United Kingdom. Polestar assistance also applies to transport between these countries.

  1. 1 For Switzerland it is 5 years.
  2. 2 Cover in Cyprus is limited to the Greek territory of the island.
  3. 3 Cover in Russia is limited to the regions of Saint Petersburg, Moscow, Rostov On Don, Togliatti, Perm, etc. within a 200 km (124 miles) radius surrounding the external ring of the cities.

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