PIVOTAL FAQS AND SUPPORT

Simply submit an enquiry via our website, and our team will be in touch to explain how Pivotal works, answer your questions, and help determine if it fits your needs. We'll also guide you through the onboarding and eligibility process and our current vehicle lead times and availability. 

To be eligible for a vehicle, whether under our insurance or for self-insurance, you and any named driver must consistently meet the following minimum criteria:

- be over 28 years of age
- have proof of no insurance claims for a minimum of two (2) years (to be insured under our insurance)
- have no previous motor insurance cancelled or declined
- have held a full UK, EU or international 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
- have no unspent motoring or criminal convictions
- have no associated County Court judgments; and
- meet our affordability criteria/checks.

Please note that additional criteria may be imposed by us or our insurers from time to time (as notified by email), and so meeting the above criteria does not guarantee acceptance of your application, and eligibility for continued vehicle hire may also be affected.

The membership approval process consists of the following:

- Identity verification
- Driving licence check
- Insurance check
- Affordability check

Lead times can vary for different models, depending on your vehicle preferences and availability within our fleet. Once you've told us your vehicle preferences and desired timeframe, we will be able to provide you with suitable options tailored to your needs.

Please be aware that for certain vehicle preferences and requirements, longer lead times may apply. If you need a vehicle promptly, we recommend considering various models and fuel types, as this can help expedite the process.

Yes, comprehensive insurance is included for the main account holder/driver and one additional driver, subject to the required eligibility checks. 

Please note that certain exceptions could affect your eligibility for Pivotal insurance, potentially requiring you to self-insure your vehicle instead. 

If you do not meet our eligibility requirements, which include but are not limited to the following criteria, you may be advised to provide your own insurance for your Pivotal vehicle:

- If you have had a vehicle stolen in the last year
- If you reside in a high-risk postcode
- If you do not have at least two years no claims bonus  

Our Pivotal experts are available to provide further information on the conditions of our insurance. Please don't hesitate to contact us at support@drivepivotal.com for more details.

Unfortunately, it's not possible to protect or further build any existing no-claims bonus accrued with your current insurance company. However, should you need valid proof of no claims through your Pivotal membership and subscription, we will always be happy to provide a company-headed reference to confirm whether any claims occurred while you were a Pivotal member and responsible for our vehicle.

In the unfortunate event of an accident, our foremost concern is ensuring the safety and well-being of all individuals involved. If necessary, please contact emergency services for immediate assistance and safe recovery if required.

Promptly report the accident to both our insurers and our team. Our insurers or Vehicle Support team will then guide you through the claims process and assist with arranging a courtesy car. We always aim to rectify any issues as quickly as possible.

For further details, please refer to our Membership Guide or contact the Pivotal team at support@drivepivotal.com.

Please be aware that you remain responsible for your monthly subscription fee during the repair period, as access to a courtesy car is contingent upon maintaining an active subscription with us.

N.B - Courtesy vehicles are covered by the provider’s insurance policy

You are covered for travel within the EU only. If you do plan on travelling within the EU, please notify us at least 14 days before your scheduled departure so that we can organise the appropriate documentation for your travels.

You can take your vehicle abroad for a maximum of 30 consecutive days per visit. 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.

With Pivotal, you have the flexibility to change your vehicle more frequently than traditional ownership methods. You're eligible for a vehicle change after 6 months, subject to availability. Note that if your new vehicle falls into a different price bracket, further eligibility checks may be required at renewal. If your desired vehicle isn't available immediately, we maintain a waiting list to ensure fair allocation. 

You can request a change: 

- After six months with no update fee (Standard Update)
- Or after three months with an early update fee, depending on availability and our waiting list policy. We do not offer fast-track options for early updates.

No, you don’t have to update your vehicle and renew your subscription every 6 months. If you have your preferred vehicle, we would encourage you to keep it for as long as you need, as we may not be able to guarantee you a like-for-like model in the future. Alternatively, should you wish to explore a different model or should your personal circumstances change after six months, you have the option to update your vehicle, subject to vehicle availability and eligibility checks, if required.

At Pivotal, we ensure that our vehicle fleet remains fresh and up-to-date. If your vehicle is nearing the end of its time on our fleet, we'll provide you with ample notice to prepare for its return. Rest assured, we'll work diligently to find a suitable replacement vehicle for you.

Additionally, we may occasionally need to collect the vehicle for a health check or mandatory recall work. In such cases, our experts will keep you fully informed every step of the way, ensuring a seamless experience.

After completing the minimum three-month term, you can pause your subscription at any time with at least 14 days' notice. To initiate this process, please submit your request to our team at support@drivepivotal.com or call us on +44 (0) 203 950 4833. Our team will be able to discuss your requirements and advise you of the pause and vehicle collection process. 

At Pivotal, we ensure transparency by outlining fixed fees for joining, monthly vehicle subscription, and the optional Insurance Excess Waiver upfront. However, additional charges may apply based on your vehicle usage.

These charges can include but are not limited to, Penalty Charge Notice (PCN) fees, speeding fines, costs for consumable items due to driving, and any damages deemed beyond the BVRLA Fair Wear & Tear Guidelines.

Please be aware that there is an administration fee for all parking charges and speeding fines received. For further details, please refer to our consumer terms & conditions.

When you receive a Penalty Charge Notice (PCN) or parking ticket, Pivotal will be notified by the issuer. Here's what we'll do:

- Automatically pay the PCN on your behalf at the lowest possible rate.
- Inform you that we've received and paid a PCN related to your Pivotal vehicle.
- Provide you with all relevant documentation, including details of the issuer's appeals process.
- Include the fine on your next invoice (refundable if the appeal is successful), along with a non-refundable admin fee as outlined in your contract.

If you wish to dispute the PCN, you have the option to do so directly with the issuer. If your challenge is successful, simply provide evidence of this to Pivotal (in the form of a letter from the issuer), and following a refund from the issuer, we will then refund the Penalty Charge Notice fee amount directly to you.

For new members or existing members who are unpausing their subscription, your first invoice will be sent within 48 hours of your delivery being scheduled.

For existing members who currently have a vehicle with us or are renewing their subscription (i.e., updating their vehicle), invoices will be issued to the main account holder either:

- On the 1st day of each month if the first payment date falls between the 16th and 31st of a particular month.
- On the 18th day of each month if the first payment date falls between the 1st and 15th of a particular month.

For further details on our invoicing and billing procedures, please refer to our T&Cs.

When receiving your first vehicle upon joining Pivotal or unpausing your subscription, your initial invoice must be settled two working days before the scheduled delivery date of your vehicle. Subsequent monthly subscriptions will then be due on the day of delivery each month.

For example, if you join Pivotal on 2nd May and your car is delivered on 16th May, your first subscription payment is due on 14th May, with subsequent payments due on the 16th of each following month.

For members renewing their subscription and updating to another vehicle, the monthly invoice due date will remain based on the original delivery date of the first vehicle. If applicable, any changes in subscription fees resulting from the renewal will be reflected in the next invoice, pro-rated accordingly.

For assistance with payments, please refer to our Free Independent Help & Advice sheet.

When receiving your first vehicle delivery or unpausing your subscription, the first month's subscription fee is paid by card. We accept Visa, Mastercard, and American Express.

From the second month of your subscription, all subsequent monthly subscription fees must be paid via direct debit. For further details, please refer to our T&Cs.

For new members receiving their first vehicle or existing members unpausing their subscription, you can arrange for subsequent payments through Direct Debit starting from your second month's invoice, which will be sent to you via email. Simply click on the provided link in the email and select the 'Pay Now' tab. From there, select 'Pay by direct debit' and enter your sort code and account number. It's important to ensure that your bank account matches the name on the invoice. For personal customers, your bank account should be in your personal name, and for business customers, it should match your business account.

Yes you can. Here is how it works:

When you sign up for our car subscription service, your payment due date will align with the day you receive your vehicle. For instance, if you receive your vehicle on the 11th of April, your subsequent payment dates will be the 11th of each month. If this schedule doesn't suit you, we can adjust your payment date. However, since our subscription payments are made a month in advance, we'll need to prorate your invoice to your preferred date. This might entail an upfront payment before the date change can be made. Our Billing team is available to assist with this process. You can reach them via phone or email at finance@drivepivotal.com.

The automated invoicing system and any scheduled direct debit payments will continue until your vehicle is collected. Once your vehicle is collected, all upcoming invoices and direct debits will be ceased. Following the final vehicle collection, any refunds owed to you will be authorised within 30 days, minus any outstanding charges.

Yes, VAT is included in the monthly subscription fees.

Pivotal does not provide any accessories. Internal accessories, such as child 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. 

Please note that using accessories without explicit permission may result in additional charges, but we're committed to providing you with the best support and advice for your accessory needs.

Vehicles in the Pivotal fleet vary, ranging from brand new with delivery mileage to refreshed vehicles up to 18 months old.

Based on your vehicle preferences and availability in the fleet, the Pivotal team will guide you through your options.

As all of our vehicles are under three years old, your vehicle will be covered by Jaguar or Land Rover's standard vehicle warranty throughout your subscription.

Subject to the vehicle model and fleet availability, we offer Petrol Plug-In-Hybrid (PHEV), Diesel and Petrol vehicles.

We don't offer vehicle configuration options. However, we do take note of your preferences and can guide you on potential options based on fleet availability. Please note that preferred vehicle colours are also subject to availability. 

Preferences are considered for your next vehicle subscription, but immediate changes aren't guaranteed. We don't provide interim subscription options for immediate vehicle delivery. Once preferences are recorded, you'll be added to waiting lists based on eligibility.

No vehicles can be purchased from Pivotal. All vehicles in our fleet are for subscription only.     

No specific or addition features can be guaranteed, as these would be required at the point of build. Our Pivotal experts can provide further guidance on available features for our vehicles.    

The modification or installation of additional features on our vehicles is not permitted. 

If you have any specific requirements or would like to enquire regarding the availability of specific features, please contact the Pivotal team and we can advise you on whether these features are available. 

Please note that we cannot guarantee the availability of additional features or specifications on our vehicles, and that vehicle options are subject to fleet availability.

The Discovery is the only guaranteed 7-seater vehicle on the Pivotal service. 

While some models like the Defender 110 and Discovery Sport offer a 7-seat option (also known as the 5+2 seat configuration), availability cannot be guaranteed for these models where the 7-seat option is not standard.

For more details regarding the availability of 7-seater vehicles, please contact the Pivotal team.

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.

Yes, all Pivotal car subscriptions include Jaguar or Land Rover Roadside Assistance. 

Roadside Assistance is available 24 hours a day, 365 days a year. The easiest way to contact Roadside Assistance is via the b-Call button in the vehicle, which is located beneath the cover to the left of the rearview mirror, with a spanner motif. Please note that this will require connecting your phone to the car. Alternatively, you can locate the relevant contact numbers for Jaguar and Land Rover Roadside Assistance in our Membership Guide.

If your Pivotal vehicle experiences an issue or defect during your subscription, our priority is to resolve it promptly.

In the first instance, please contact Roadside Assistance or your local dealership, depending on what is approproate. Please then inform our in-house Vehicle Support team at Pivotal who will assist you throughout the process.

If the issue relates to security or safety, Pivotal will arrange for the vehicle's recovery and, if necessary, provide a temporary replacement vehicle.

Please be aware that you remain responsible for your monthly subscription fee while vehicle issues are being resolved. This ensures you maintain eligibility for access to a temporary vehicle or solution and ongoing Pivotal support under your current subscription.

For more details, please refer to our Membership Guide.

In the unfortunate event that your vehicle has a breakdown whilst on the road, please get in touch with Jaguar or Land Rover Roadside Assistance immediately. 

Roadside Assistance will attend to you and your vehicle and either rectify the issue on the side of the road if possible or advise that your vehicle will be recovered and taken to a Jaguar or Land Rover retailer. 

As part of your Pivotal subscription, Jaguar or Land Rover Roadside Assistance will aim to provide a temporary vehicle within 48 hours of your breakdown while your vehicle is being repaired. 

Please note that you are still liable for your monthly subscription fee while the vehicle issues are being resolved, as this ensures you are still eligible for access to a temporary vehicle/solution and Pivotal support under your current subscription.

If you lose the primary key, please notify us immediately for further guidance. You may also need to report the loss to the police and obtain a crime reference number for insurance purposes.

We, or our insurer if you are under our insurance, will guide you through the process of obtaining a new primary key, which may involve recovering your vehicle and taking it to a designated repairer or retailer as instructed. Please note that insurance excess may apply.

Once the process is complete, you will receive the new primary key, and we will securely retain the spare key.

Pivotal vehicles are supplied with one key only for security and insurance purposes. We retain the spare key so that if the primary key becomes lost or faulty, Pivotal, Jaguar/Land Rover Roadside Assistance, or a Jaguar or Land Rover retailer are able to recover and/or rectify the vehicle issue.