FAQs – Pivotal

FAQs

Joining

Simply sign up on the website and our sales team will follow-up. We will check that you are eligible for our insurance and meet our terms and conditions - then all you need to do is place your order, have your vehicle delivered, and drive!

Pivotal is designed to make motoring flexible and hassle-free - it literally puts you in the driver's seat.

You decide how long to keep a vehicle, when to swap, and when to pause. Simply contact us at [email protected] to discuss your needs. 

If you are upgrading or downgrading outside of your 6-month vehicle refresh there will be a standard vehicle switch charge. See our Charges Schedule.

A vehicle can be available within 48 hours, but typically it takes 10-14 days to deliver, depending on vehicle availability.

Yes, there is a one-time joining fee of £550 inc VAT.

You must be over 30 years of age;

  • Have proof of no insurance claims for a minimum of two (2) years;
  • No previous motor insurance cancelled or declined;
  • Have held a full UK or EU 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; and
  • Not have any unspent motoring convictions.

The minimum contract period is 90 days. You also have a cooling-off period of 14 days after agreeing to our terms and conditions. After 90 days you can pause your membership at any time. If you wish to cancel your membership altogether, then please use our Cancellation Form.

Pivotal is a monthly subscription service giving you access to a range of Jaguar and Land Rover vehicles. We take care of everything: insurance, tax, and servicing. All you do is add fuel and drive.

We will perform an Identity Check, a DVLA check on each driver, and a Credit Check using Experian on the main account holder (individual or business). The Identity Check will require a clear picture of identification and proof of address that matches your vehicle delivery address (bank statement, utility bill, etc). The DVLA check will require you to provide us with access to check your details using the following link: DVLA.

The monthly fee provides for a fully maintained and taxed vehicle with all the protection you require. This includes the manufacturer warranty, roadside assistance, and comprehensive insurance covering you and 1 additional named driver for personal and business use and foreign travel within Europe. You will also receive a fresh car every 6 months, depending on how many miles you drive. All cars are of a premium specification and less than 2 years old.

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.

Payments

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

Example chargeable items are listed below:

  • Paid for vehicle switch.
  • Excess mileage.
  • The vehicle is returned with a different fuel level to that delivered.
  • The vehicle is excessively dirty and requires extra deep cleaning.
  • The vehicle is not returned on the agreed date.
  • The vehicle has related unpaid fines, congestion charges, and other such charges.
  • 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.

Just let us know that you wish to cancel at least 14 days before the monthly renewal date using our Cancellation Form.

If you miss this deadline, you will have to pay for the following month.

We will collect your joining fee as soon as you are ready to place your order. Your first month's 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 of May. 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.

Vehicles

The cars are not brand new, but every vehicle in the Pivotal fleet will be under two years old. Our Jaguar and 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 is 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.

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.

We will supply you with a confirmation of your Pivotal order which will meet the criteria for the OLEV grant. Please note, 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 use the vehicle legally and safely in accordance with road traffic laws, regulations, and manufacturer recommendations.

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.

Yes! There are currently two plug-in hybrids available, the Range Rover PHEV and the Range Rover Sport PHEV. Each of these has approximately 20 miles of all-electric range on top of a standard combustion engine. All the benefits of an EV on the short daily trips with all of the confidence of an ICE vehicle for longer journeys. Truly the best of both worlds.

No, we do not provide any accessories. Internal accessories will have to be sourced personally. Please speak to the Pivotal 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 automatically, but you are able to switch sooner if you want, for an additional charge of £250.

There is a standard test that is used to assess the range of all electric vehicles to allow comparisons to be made. In this lab test, the I-PACE is quoted as achieving 292 miles on a single charge. In real world conditions it can be a little different depending on the weather conditions, the type of journey (urban or motorway) and your driving style.

Jaguar provides a handy range calculator, which you can find here.

Once you pass our standard checks and choose the car that’s right for you, we can deliver the vehicle to the address on the driving license of the member. A vehicle can be available within 48 hours, but typically it takes 10-14 days to deliver depending on vehicle availability. 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 and Land Rover roadside assistance. Details can be found here for Jaguar and here for Land Rover.

The Jaguar I-PACE is currently one of the highest specification electric vehicles on the market, in terms of its interior quality and electric features. It has a massive 90 kWh battery giving 250 miles of real-world range. It’s also able to charge at a minimum of 7kW AC (perfect for overnight home charging) and 100 kW DC (perfect for rapid charging on the go). You can find more information on charging the I-PACE 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.

At Pivotal we have worked closely with our partners to minimise the risk to both our customers and our employees as we continue to operate safely during COVID-19 / Coronavirus. We have ensured that every stage of our process is in line with the latest government guidance. This includes the frequent use of sanitisation products and protective equipment as our vehicles are inspected, serviced, valeted, and delivered.

Our new contactless delivery process allows correct social distancing to be maintained throughout, giving our customers and our delivery team peace of mind.

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 the full 3 months. We require 14 days' notice for the cancellation of the subscription to be able to organise collection of the vehicle.

The return of the vehicle will be organised for you. One of our drivers will come to collect the vehicle on 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, then the driver will inspect the vehicle at a nearby fuel station. 

The following checks will be performed:

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

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

After 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 Pivotal team will bring the vehicle and will complete a handover to you. They will run through the operation of the vehicle and will be available to answer any questions that you may have.

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

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

Currently, the Jaguar Land Rover brands only supply one all-electric vehicle, the Jaguar I-PACE. This is due to change though. In early 2021, the latest all-electric Jaguar XJ saloon will be released and available to our subscription customers. Later in 2021, the all-electric Range Rover will be released, which will also be made available on subscription.

Insurance

Yes, you are covered for EU travel. You must notify us by email to [email protected] at least 7 days in advance of your planned travel. We will check the countries you are travelling through and advise accordingly.

For more information, please see our guide on International Driving.

No, unfortunately, you are not covered. If you are traveling outside of the EU, then you must notify us by email to [email protected] 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.

For more information, please see our guide on International Driving.

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, unfortunately you can not opt out of our insurance.

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 and Land Rover and quote policy number FPF408998.

Full details are available here.

Our insurance provider only covers UK and EU driving licenses. 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 by the named drivers.

Pivotal provides comprehensive insurance for the main driver and 1 additional named driver. For more information, please read the insurance policy documents accessible during the sign-up process.

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

The excess amount is £500. For further details please review our summary of key terms.

The insurance will cover the main driver and 1 additional named driver, which can be added at no extra charge at any time.