How to contact Polestar support if you need help

Polestar assistance applies in the event of the following:

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

Roadside assistance guarantees support in the event of a breakdown, when your car unexpectedly becomes immobilised. Roadside 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 roadside 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 service point.

Roadside 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 as part of roadside 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.

Contact Polestar support

Should you experience a car breakdown or accident and you cannot continue your journey, contact Polestar support.

Contacting Polestar support directly is a requirement for the validity of roadside assistance.

Press 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 or Polestar Connect 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 support. Service that is not provided or handled by roadside assistance, or that has been delivered without Polestar support pre-approval, will not be reimbursed.

Polestar assistance incidents are covered in:

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

Other conditions for roadside assistance

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 service point, or if you prefer, to your regular service point 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 the nearest charging station or service point.

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 service point.

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 service point. For longer distances, or if the towing occurs abroad, your car will be towed to the nearest 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 

Roadside 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, roadside 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 roadside 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 roadside 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 service point where your car is under repair is located more than 68 miles (110 kilometers) from your locality, roadside 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, roadside 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 a local service point 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, roadside assistance covers repatriation of your car if repair is not possible within 24 hours. As a customer, you can choose between two alternatives:

• repair at a local service point 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.

Roadside assistance does not cover:

• 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 support.
• 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.
• Roadside assistance does not apply for damage covered by another warranty or for which a supplier or other party has legal liability or similar undertaking.
• Roadside assistance does not cover the cost of tyres or spare parts necessary for repair, regardless of whether recovery is required.
• Roadside 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. Roadside assistance is not responsible for damage incurred in connection with services or advice rendered by local contractors.