Service & Assistance

How to contact Polestar Assistance if you need help

Contacting Polestar Assistance directly is a requirement for the validity of Polestar Assistance.

Contacting Polestar Assistance directly is a requirement for the validity of Polestar Assistance.

Press Polestar ON CALL button in the ceiling of your car. You will then be connected to our operator who can see your geographic position and other information that allow us to provide you with optimal assistance. You can also request assistance using the Polestar Connect app.

Press Polestar ON CALL button in the ceiling of your car. You will then be connected to our operator who can see your geographic position and other information that allow us to provide you with optimal assistance. You can also request assistance using the Polestar Connect app.

Unfortunately, accidents do happen whether it's your fault or caused by someone else, whoever is at fault you will want to be certain that your Polestar car is repaired using Polestar’s repair standards, you will also want the reassurance that Polestar's reputation for safety is not compromised.

It is your legal right to have your car repaired where you choose. Naturally, we would recommend that all Polestar cars are repaired using a Polestar Authorised Service Point where Polestar repair methods are followed and only 100% genuine Polestar parts are guaranteed to be fitted during the repair process. 

Polestar Authorised Service network are trained and equipped to be able to repair your car to Polestar's high safety and quality standards. When turning to a Polestar Authorised Service Point you can be certain that your car will be repaired by a trained technician that complies to Polestar's high body repair competence standards, ensuring that the highest safety, quality and environmental demands are met. 

To help support our customers, Polestar are also pleased to provide Polestar Assistance. This is a unique product designed to support customers in the event of an accident whoever you may be insured with.
Our free of charge Polestar Assistance service, that is available to all Polestar owners ensures that your Polestar is repaired back to factory standards giving you the peace of mind that it’s as safe as the day you bought it.

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

Polestar Assistance guarantees support in the event of a breakdown, when your car unexpectedly becomes immobilised. Polestar Assistance is valid for immobilisation due to a mechanical, technical or electrical breakdown that was unexpected and not due to lack of maintenance.

The following events are also covered by Polestar Assistance:

  • Tyre problems: puncture and flat tyre
  • Flat battery
  • Fuel problems: lack of fuel, incorrect fuel or contaminated fuel
  • Key problems: locked out, lost or broken vehicle keys

In the event of a flat tyre, assistance is provided using the accompanying repair kit in your Polestar.

If it is not possible to repair the vehicle onsite, the vehicle will be towed to the nearest authorised Polestar workshop (Polestar Authorised Service Point).

Polestar Assistance is also valid in the event of a road traffic accident where the vehicle is immobilised; attempted theft or vandalism where the vehicle is immobilised; 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 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 accommodation or a replacement car as per 1.3.

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.

Press Polestar ON CALL 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 Connect app (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 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.

Albania, Andorra. Austria, Belgium, Belarus, Bosnia- Herzegovina, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, North Macedonia, Germany, Gibraltar, Greece*, Hungary, Iceland, Ireland, Italy, Latvia, Lichtenstein, Lithuania, Luxembourg, Malta, Monaco, Moldova, Montenegro, Netherlands, Norway, Poland, Portugal, Rep.  of San Marino, Romania, Russia**, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom, Ukraine.

*Cover in Cyprus is limited to the Greek territory of the island.

** Cover in Russia is limited to the regions of Saint Petersburg, Moscow, Rostov On Don, Togliatti, Perm etc. within a 124 miles- (200 km) radius surrounding the external ring of the cities

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 authorized Polestar workshop, or if you prefer, to your regular Polestar workshop within a distance of 68 miles (110 km).

1.1.1 Flat battery

In case of a flat battery, a jumpstart will be provided. For electrical vehicles: if the battery goes flat the vehicle will be towed to nearest charging station or authorized Polestar workshop.

1.1.2 Lack of fuel/ incorrect fuel

In case of an empty fuel tank, fuel will be transported to your car’s location. In case of incorrect fuel, the car will be transported to the nearest authorised Polestar workshop.

1.1.3 Lock or key related problems

If possible, lock opening will be attempted and/or a spare key will be shipped if the car key is not working.

1.2 Towing
Towing is carried out when safety concerns require it or if onsite repair is not possible within a reasonable time. If the distance between the roadside location and home is less than 68 miles (110 km), your car will be towed to your authorised Polestar workshop. For longer distances, or if the towing occurs abroad, your car will be towed to the nearest authorised Polestar workshop (Polestar Authorised Service Point).

1.3 If further assistance is required
In the event that the vehicle cannot be repaired at the workshop within four hours of 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 Transport to home or destination
Polestar Assistance covers travel by rail or bus, air travel or taxi, for up to a value of £510 (600 EUR) 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. 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 68 miles (110 kilometers) for the duration of the repair, hotel accommodation is offered locally for driver and passengers for up to 5 nights to a maximum value of £170 (200 EUR) per person and night. This alternative can only be selected while the car is in the workshop for repair or pending repair.

1.3.3 Rental car
If you instead prefer car rental for while your car is under repair, Polestar Assistance covers a car with standard equipment of equivalent size to your own car. You will be reimbursed for a rental car for a maximum of 5 working days. Other costs such as fuel etc. are not covered by Polestar Assistance. For a rental car abroad, you will be reimbursed for a rental car 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.

In case of accidents, theft or vandalism: one-day car hire coverage only.

1.4 Transport for collection of car

If the authorized Polestar workshop where your car is under repair is located more than 68 miles (110 kilometers) from your locality, Polestar Assistance covers 1st class single travel by train for one person. If the train journey is longer than 6 hours, air travel is offered as an alternative                 

1.5 Repatriation

If you are travelling abroad with your car, Polestar Assistance covers repatriation of your car if repair is not possible within 3 working days. As customer, you can choose between two alternatives:

  • repair at local Polestar workshop and compensation up to £212 (250 EUR) for expenses, or
  • reimbursement for a rental car for a maximum of 10 days.

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 workshop and compensation up to £212 (250 EUR for expenses), or
  • reimbursement for a rental car abroad for a maximum of 10 days.

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 vehicles

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.

  • Competition or practicing 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.
  • A car that is 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.
  • Polestar Assistance does not cover the costs of draining and refilling with the correct type of fuel, nor the cost of the fuel or any repair or spare parts, nor the alternatives under point 1.3. Polestar Assistance is not responsible for damage incurred in connection with services or advice rendered by local contractors.
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