PIVOTAL FAQS AND SUPPORT

Yes, all the prices shown on our website are inclusive of VAT.

Other than the joining fee and monthly subscription, you may also be liable for other charges and fees based on your usage of the vehicle or service. Please see our charges schedule for details: https://www.drivepivotal.com/charges-schedule

Your subscription includes a mileage limit of 1,500 miles/month. Excess mileage fees are charged at the point of vehicle collection if incurred and detailed in our charges schedule: https://www.drivepivotal.com/charges-schedule
 

Also, mileage is cumulative so unused mileage from the first month can be carried on into the next etc. within a given subscription period.

You are responsible for paying the Congestion Charge. The easiest and cheapest way to pay is by setting up Auto Pay.

If you are driving an EV on subscription, then we are happy to make the application for you at your request and would cover the cost of the application.

When you are issued with a PCN or parking ticket, Pivotal will receive notification from the issuer. We will then:

1) Automatically pay the PCN on your behalf at the lowest possible rate

2)Reach out and let you know we have received and paid a PCN in relation to your Pivotal vehicle

3)Send you the relevant documentation, including details of the issuer’s appeals process

4)Add the fine to your next invoice (refundable if appeal is successful), plus a non-refundable admin fee as per our charges schedule: https://www.drivepivotal.com/charges-schedule
 

If you would like to challenge the PCN, you can choose to do so directly with the issuer. If your challenge is successful, send evidence of this to Pivotal (in the form of a headed letter from the issuer) and we will refund the fine amount directly to you.

Your first month's subscription payment must be paid two working days before the day of your vehicle delivery. Subsequent monthly subscriptions are then taken on the day of delivery each month.

E.g., You join Pivotal on 2nd May. Your car is delivered on the 16th of May. Your first subscription payment is due on the 14th of May then each subsequent monthly subscription payment will be due on the 16th of each future month.

If you need advice dealing with payments, please read our Free Independent Help & Advice sheet.

We do not currently offer this option, but all our vehicles come with a guaranteed level of premium specification and are all under 12 months old.

No, the choice is yours. You don’t have to update every 6 months and can stay in your vehicle if you are enjoying it. However, we reserve the right to collect the vehicle for a health check or to de-fleet it for any reason. Our experts will always keep you informed in these circumstances.

Yes! We aim to supply plug-in options for most of our models, but these are subject to availability so please always get in touch for more details.

Pivotal does not provide any accessories. Internal accessories such as car seats will have to be sourced personally.

If you would like to add external accessories like bike racks and tow bars, please speak to the Pivotal team who will advise on what we do/do not accept. The use of accessories without explicit permission may result in extra charges being applied.

Any accessories installed to the infrastructure of the vehicle, that are not a standard feature, are not allowed on this service.

Yes, Pivotal subscriptions include Jaguar or Land Rover Roadside Assistance, which also provide coverage for EU travel. The easiest way to contact Roadside Assistance is via the b-Call button in your car’s headliner. This requires connecting your phone to the car. Alternatively, important phone numbers can be found here for Jaguar and here for Land Rover.

For insurance and recoverability reasons, we only provide customers with one key per vehicle.

In the event of your key being lost, Pivotal will collect your vehicle and provide you with a temporary vehicle. Your vehicle will be returned to us, where a new key module will be fitted, and two new keys programmed. On completion of this process, your vehicle will be returned to you, again only with one key and the spare being securely held by us.

We do this to ensure the highest possible level of safety and security. As of 1st March 2022, Pivotal’s insurance policy offers lost key cover with zero excess.

Trailers are covered by our fully comprehensive insurance provided they are being towed in accordance with the law and your vehicle’s specification and towing capacity (which can be found in the manual/iGuide). Our insurance does not cover towing another vehicle for reward and does not cover any loss or damage to property being carried in - or on - a trailer.

The minimum term length is 3 months. This applies to each vehicle delivery, including vehicle exchange/update deliveries.

If you wish to pause your subscription before then, you will be charged for the full 3 months. We require 14 days' notice for an early subscription pause or cancellation to be able to organise the collection of the vehicle.

Pivotal provides fully comprehensive insurance for the main driver and one additional named driver. For more information, please contact the Pivotal team on support@drivepivotal.com who will be able to provide full policy details.

You are covered for travel within the EU only. If you do plan on travelling within the EU, we request that you notify us as soon as possible, and no later than 21 days before your planned departure so that we can organise the appropriate documentation for your travels.

You will also be required to return to the UK no later than 14 days before any scheduled vehicle collection or exchange dates as detailed in your order confirmation.

Of course. If you are insured using Pivotal’s insurance package, we send our policy to you during the sign-up process. However, if you can’t find it, feel free to get in touch via support@drivepivotal.com and we will send a copy. You will also need a copy of the insurance certificate if you intend to travel outside of the UK.

You cannot opt out of our insurance. However, if you do not meet our eligibility requirements (e.g., based on driving history) then you have the option to take out your own insurance to allow you to use the Pivotal service. Please speak to a Pivotal expert to learn more.

Unfortunately, this isn’t possible. However, we will always be happy to provide a company footed reference to confirm whether any claims occurred while you were a Pivotal member and responsible for our vehicle.