PIVOTAL FAQS AND SUPPORT

Simply sign up via the Pivotal website and our experts will follow-up. We will tell you more about the service and check that Pivotal meets your requirements. We will then walk you through vehicle availability, next steps and when you can expect your fresh car.

Your monthly subscription includes access to our fleet of fully maintained and taxed vehicles, with all the protection you require, including manufacturer warranty alongside Jaguar or Land Rover Roadside Assistance.

For customers on our insurance package, Pivotal provides fully comprehensive insurance covering you and one additional named driver for personal use and foreign travel within Europe.

The mileage allowance is 1,500 miles/month. Mileage can roll on to the next month, but average monthly mileage will be calculated at each vehicle change.

You are also eligible for a fresh car every 6 months, depending on your preferences and vehicle availability. All our vehicles are of a premium specification and no more than 12 months old at the time of delivery.

Pivotal is designed to make driving flexible and freeing - it literally puts you in the driving seat.

After an initial 3-month commitment* and depending on vehicle availability, you can change tiers, swap your vehicle within a tier, or pause whenever suits. You are free to switch to a fresh vehicle at no extra cost after 6 months. However, if you would like to switch earlier, there will be a standard update charge. See our charges schedule here: https://www.drivepivotal.com/charges-schedule

* The 3-month minimum commitment applies to each vehicle change.

Based on availability, our Pivotal experts will confirm delivery timelines for each model individually.

Our driver will deliver your vehicle to your address during our business hours and complete a full handover. To help you get the best from your fresh car, they will run through the operation of the vehicle and answer any questions that you may have.

If you also have a vehicle being collected, please read the FAQ ‘What happens when my vehicle is collected?’

The minimum contract period is 3 months, however there is a cooling-off period of 14 days after the delivery of your first vehicle. After this time, you can pause your subscription at any time by giving us 14 days’ notice.

If you wish to pause your subscription, then please contact us via support@drivepivotal.com or +44(0) 20 3950 4833. We will collect a full month’s subscription then refund you based on the pro-rated amount within 30 days, minus any additional as per our charges schedule: https://www.drivepivotal.com/charges-schedule

If your vehicle is being collected e.g., for an update or pause, it must be returned exactly as it was delivered otherwise charges may apply subject to our charges and the BVRLA Fair Wear & Tear policy.

To collect your vehicle, our driver must complete a full inspection. Therefore, we require the vehicle to have been thoroughly cleaned inside and out so that any damage can be identified during this inspection. You are responsible for organising this clean.

The following checks will be performed:

- Interior and exterior damage
- Mileage
- Fuel/charge level (must be at 1/4 minimum)
- Missing equipment.


You will also be liable for any costs associated with personal belongings left in the vehicle which need to be returned or disposed of, as per our charges schedule: https://www.drivepivotal.com/charges-schedule

If fuel is required, the vehicle will be taken to the closest fuel station to refill. After the inspection, if any additional charges are due, we will notify you within 28 days in accordance with the BVRLA Fair Wear & Tear policy.

There are three stages to our eligibility checks:

- Identity verification via HooYu - aims to highlight any county court judgements, watchlist flags or previous bankruptcy.
- Affordability assessment via open banking on the main account holder (individual or business). This looks at areas including disposable income, account balance and FHI score. We also check for excessive gambling, current loans and payment history.
- Driving history check – it is important that our members meet our strict requirements when it comes to their driving history. We can only accept those who have fewer than 6 points and at least two years’ no claims proof.

In order to pass these checks, you must:

- Be 28 years of age or older
- Have proof of no insurance claims for a minimum of two (2) years
- Have no previous motor insurance cancelled or declined
- Have held a full driving licence for at least two (2) years
- Have no more than 6 points arising out of minor convictions on your driving licence
- Have no major convictions endorsed on your driving licence nor any unspent motoring convictions
- Have no County Court Judgements (CCJs)
- Meet our disposable income and balance history requirements i.e., disposable income two times the cost of your chosen tier.

We reserve the right to refuse anyone access to join the subscription service who does not meet our eligibility, suitability, or affordability criteria.

Pivotal is currently serving customers on mainland Britain, but a delivery charge may apply for certain areas. We are always working to expand our coverage, so please do get in touch if you would be interested in having Pivotal in your area.

Pivotal’s business hours of operation are 9:00AM to 5:00PM, Monday to Friday.

New customer deliveries are made each week from Monday to Friday. Outside of these hours, for breakdowns or accidents we recommend holding the b-Call button in your car’s headliner for 2 seconds. Or important phone numbers can be found here for Jaguar and here for Land Rover.