PIVOTAL FAQS AND SUPPORT

For more information on other charges and fees, please visit our Charges Schedule.

Example chargeable items are listed below:

• Paid for vehicle switch.
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• Excess mileage.
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• Vehicle is returned with a different fuel level to that delivered.
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• Vehicle is excessively dirty and requires an extra deep cleaning.
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• Vehicle is not returned on the agreed date.
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• Vehicle has related unpaid fines, congestion charges and other such charges.
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• In the event that the vehicle cannot be recovered, repossession costs.

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

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

You have a cooling-off period of 14 days after the delivery of your first vehicle.

After this, the minimum contract period is 3 calendar months. After this time you can either pause or cancel your membership at any time by providing us 14 days' notice.

We will collect your joining fee as soon as you are ready to place your order. Your first months subscription payment will be taken 24 hours before the day of vehicle delivery. Monthly subscriptions will then be taken on the same date subsequent each month. All payments are subject to a 14 day cooling off period.

E.g. You join Pivotal on 2nd May. Your car is delivered on the 16th May. Each subsequently monthly subscription payment will be due on the 16th of each future month.

The cars are not brand new, but every vehicle in our Pivotal fleet will be under two years old. Our Jaguar Land Rover approved vehicles are fully maintained and under warranty.

You will have a mileage limit of 1,500 miles per month. Excess mileage fees will be charged at the point of vehicle switch every 6 months if incurred. A schedule of charges are available here Charges Schedule. Also mileage is accumulative so do not worry if you do not use your full mileage allowance, the first month can be carried on into the next within a given vehicle.

Yes, we can supply a full range of Jaguar Land Rover vehicles, get in touch and let us know which vehicle you are looking for at Contact@drivepivotal.com.

Pivotal is a concierge service where the car will be delivered to you and a full handover provided to ensure that you get the best driving experience from day one.

No, we do not currently offer this, but all of our vehicles come with a guaranteed level of premium specification interior trim. If you’d like to use your own internal accessories in a vehicle, for example a child seat, that is absolutely fine.

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

In the event of the master 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 (2) new keys programmed. On completion of this process, your vehicle will be returned to you, again only with the master key and the spare being securely held by us. We do this to ensure the safety and security of our current and future customers.

You will incur a charge for the work detailed above, so it is important that you make every effort not to lose your key.

We will supply you with a confirmation of your Pivotal Order which will meet the criteria for the OLEV grant. Notes, this will require a minimum subscription period increase from 90 days to 6 months to be eligible.

Pivotal vehicles cannot be used to carry passengers for a fee, i.e hire and reward for driving lessons, to tow or push any vehicle, trailer or other object, without our written permission for racing, pace-making, or to test the vehicle’s reliability, performance or speed off roads or on roads unsuitable for the vehicle. The vehicle cannot be used to transport illegal or dangerous substances or materials.

Additionally in taking a vehicle you agree to using the vehicle legally and safely in accordance with road traffic laws, regulations and manufacturer recommendations.

Trailers are covered by our fully-comprehensive insurance providing they are being towed in accordance with the law (you must abide by the vehicle specification which can be found in the handbook). Our insurance does not cover disabled, mechanically-propelled vehicles being towed for reward (i.e. you may not tow another vehicle for reward) and does not cover any loss or damage to property being carried in - or on - a trailer.

You can request to stay in the vehicle if you are enjoying it; however, we reserve the right to switch the vehicle in order to check the health of the vehicle or to de-fleet the vehicle.

No we do not provide any accessories. Internal accessories will have to be sourced personally. Please speak to our team for advice and sourcing options

If you would like to switch your vehicle, just get in touch and we can organise this for you. We will switch your vehicle every 6 months, buy you are able to switch sooner for an additional charge of £250.

Once you pass our standard checks and choose the car that’s right for you, we can deliver the vehicle the address on the driving license of the member. Future switches and collections can be arranged at a location suitable, such as your work office.

A member of the Pivotal team will be on hand throughout the process to arrange the delivery and handover at your preferred time.

Yes, all vehicles come standard with Jaguar Land Rover roadside assistance. Details here.

Our business hours of operation are from 9:00 am to 5:00 pm, Monday to Friday. We can schedule delivery and collection times within 3 hour time periods.

Our telephone service is available 24 hours a day, as is Breakdown and Insurance.

Please refer to our Complaints procedure for more information about filing a complaint:

https://www.drivepivotal.com/complaints

The minimum term length is 3 months. You can leave before then, but you will be charged for a full 3 months. We require 14 days' notice for the cancellation of the subscription to be able to organise collection of the vehicle.

Return of the vehicle will be organised for you. One of our drivers will come to collect the vehicle as a convenient date within our business hours. You must remove all personal belongings prior to return.

The vehicle will be inspected together with you prior to departure. If there is not a suitable location to perform the inspection on site, the driver will inspect the vehicle at a nearby fuel station.

The following checks will be performed:

• Interior and exterior damage.
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• Mileage
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• Fuel Level
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• Missing Equipment

If fuel is required, the vehicle will be immediately taken to the closest fuel station to refill.

From the inspection, if any additional charges are due, we will notify you directly.

Our team will deliver the vehicle to your address during our business hours. A member of the team will bring the vehicle and will complete a handover to you. They will run through the operation of the vehicle and will connect your phone and be available to answer any questions.

Our vehicles are to a premium specification and include as a minimum:

• Satellite Navigation
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• InControl Infotainment
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• Bluetooth Connectivity
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• Cruise Control
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• Heated leather seats
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• All Wheel Drive
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• DAB Radio

You cannot use the vehicle off-road, driving through fields, for racing, pace-making, testing the vehicle’s reliability and speed, or teaching someone to drive.

You may use the vehicle for purposes such as driving to a car boot sale in a field or an isolated national trust area.

Yes you are covered. You must notify us by email to Contact@drivepivotal.com at least 7 days in advance of your planned travel. We will check the countries you are traveling through and advise you accordingly.

No you are not covered. But you must notify us by email to Contact@drivepivotal.com at least 7 days in advance of your planned travel. We will check the countries you are travelling through and advise you accordingly.

You may take out your own driving insurance separately covering the vehicle, but we will require a copy of the insurance policy and certificate and we have the right to refuse the vehicle being used for travel.

Sure, just get in touch and we can send over a copy of the insurance certificate covering your subscription. You will also need a copy of the insurance certificate if you intend to travel outside of the UK.

No, unless you do not meet our insurance company's eligibility requirements (e.g. are classed as living in a ‘High Risk’ postcode area*) then you are required to provide your own fully-comprehensive cover.

*London – E/EC/N/NW/SE/SW/W/WC, Birmingham – B1-B23, Blackburn - BB, Bradford – BD, Bolton – BL, Croydon – CR, Harrow – HA, Ilford – IG, Liverpool – L1-L8, Manchester – M1-M20, Romford – RM, Twickenham – TW, and Uxbridge – UB

Please speak to a Pivotal expert to learn more.

Unfortunately this is not possible, however we will be able to provide a company footed letter to confirm if any accidents have occurred while you were a member and responsible for our vehicle.

Call First Underwriting 24 hour Claims Helpline: 0344 854 1157

Say that you are insured through Pivotal by Jaguar Land Rover and quote policy number FPF408998.

Full details are available here.

Our subscription is only available to UK and EU driving license holders.

The excess amount is £1000. For further details please review our summary of key terms.

The Pivotal all-inclusive package provides fully-comprehensive insurance for the main driver and 1 additional named driver, with the exception of those who are classed as living in ‘High Risk’ postcode areas*.

If you live within any of these postal code prefix areas, you MUST provide your own fully comprehensive insurance.

These ‘High Risk’ postal code prefix areas are identified as:

* London – E/EC/N/NW/SE/SW/W/WC, Birmingham – B1-B23, Blackburn - BB, Bradford – BD, Bolton – BL, Croydon – CR, Harrow – HA, Ilford – IG, Liverpool – L1-L8, Manchester – M1-M20, Romford – RM, Twickenham – TW and Uxbridge – UB

For more information about the insurance that we offer, please see our summary of insurance eligibility and key insurance policy facts.