Amending your collection date or address
If you need to make changes to your collection date or location, please give us at least two working days’ notice.
Without this notice, a £295 change or cancellation fee may apply.
If you have an open insurance claim, please make sure:
- All repairs are completed
- Any excess payments are settled before your collection can be confirmed
Vehicle preparation
Roadworthiness & Safety
Please make sure your vehicle is in roadworthy condition at the time of collection.
That includes ensuring there are no issues affecting safety or visibility, such as damaged mirrors, tyres, or windscreens.
If the vehicle can’t be collected because it’s unroadworthy, a cancellation fee will apply, and we’ll need to reschedule.
If any new damage occurs before collection, please let us know with at least two working days’ notice.
Cleanliness & items
Before collection, please ensure that your vehicle is:
- Cleaned inside and out
- Cleared of all personal belongings
- Complete with all original accessories (e.g. charging cables, locking wheel nuts, parcel shelf)
Missing items will be chargeable, and you’ll be notified by email.
If you leave any personal items behind, please note it may take up to 72 hours for the vehicle to be checked at our hub.
We’ll do our best to return your belongings, but postage and admin fees may apply, and we can’t take responsibility for any transit issues.
Fuel & charge levels
Please ensure your vehicle has:
- Petrol / Diesel: At least ¼ tank
- Plug-in Hybrid (PHEV): At least ¼ tank and as close to 100% charge as possible
On the day of collection
Your vehicle will be inspected by our driver which usually takes up to one hour.
They’ll check the vehicle’s condition and take photographs at the collection location.
If the inspection can’t be completed due to poor weather or the vehicle not being clean, we’ll clean and inspect it upon return to our facility.
After collection
Once your vehicle returns to our facility, it will be inspected by our Fleet team following the BVRLA Fair Wear & Tear Guidelines.
If any damage or excess mileage is found outside these standards, you’ll receive a final inspection report within 28 days of collection.
Automated invoicing and direct debit payments will remain active until the collection and inspection is complete.
If a refund is due, it will be processed within 30 days (minus any outstanding charges).
Unpausing your subscription
You can request to unpause your subscription 30 days after your vehicle has been collected.
If you’d like to plan ahead, please share your expected unpause date and preferred vehicle model so our Onboarding team can assist.
When reactivating, we may ask for updated documents such as a valid driver’s license and proof of insurance.
Please allow a few business days for processing.
Need a car occasionally?
Check out THE OUT Unlocked. THE OUT’s quarterly membership option.
It offers the same premium experience and flexibility, ideal if you only need a car from time to time.
Need Help?
We’re here to help with any questions you may have.
Call us on +44 (0) 20 3950 4833
Email [email protected]
Thank you again for choosing Pivotal. We’ve loved having you on the road with us!