Pick-up and delivery

1. Applicability and definition of parties involved


These terms and conditions (the “Terms”) apply to the use by you (the “customer”, “you”, “your”) of the Service (as defined below), provided by Polestar Automotive Canada Inc. (“Polestar”, “we”, “our”). By using our Service, you explicitly acknowledge and confirm that you have read and agree to be bound by the Terms.


These Terms are applicable for complementary Pick-up and delivery or Pick-up and delivery that is included in a service package (e.g. in Polestar Service Contract) entered into in conjunction with a sales contract for the purchase of a new Polestar Vehicle. I.e., terms for customer-paid Pick-up and delivery are not governed by these Terms.


Polestar reserves the right to amend these Terms as determined by Polestar in its own discretion. You are therefore encouraged to always familiarize yourself with the Terms prior to any new purchase or use of the Service.

2. Service overview and availability


Pick-up and delivery is Polestar’s service, provided by third parties, to pick up your Polestar vehicle, take it to an authorized Polestar workshop (a “Workshop”), and deliver it to you after the work is completed by the Workshop (the “Service”). Time and location for pick-up and delivery is agreed with you prior to performing the Service.

With pick-up and delivery your car is normally driven by one of our pick-up and delivery drivers, i.e. not transported via truck.


The availability of pick-up and delivery is dependent on capacity and local presence of our service providers. For an indication of current presence in your area please contact Polestar Support.

3. Booking


Pick-up and delivery is booked in conjunction with booking the workshop visit for which the Pick-up and delivery is intended.

4. Customer obligations to enable Service


Your obligations concerning status of your Vehicle, accessibility, and handover are crucial to making it possible to perform pick-up and delivery. If the obligations below are not met, Polestar reserves the right to terminate the pick-up and/or delivery-attempt and to charge you for any additional attempt.

Status of your Polestar Vehicle

The car must be in a state where pick-up and delivery can be performed, including e.g. that the car is safe and legal to drive and has sufficient range to perform the Service.


The Vehicle must be accessible at the agreed location and time for pick-up and the agreed location of delivery must be accessible at the time for delivery. Examples of accessibility complications include but are not limited to garages and gates.


For pick-up and delivery that requires key handover, you must meet the driver within the time windows as specified when booking the Service. To minimize waiting time for both parties you will receive notifications either as text messages or through the Polestar smartphone application indicating the position of the driver. Make sure that you are logged in and that notifications are turned on. Your use of the smartphone application may also be governed by the other terms and conditions including “Privacy”, “Legal” and “Cookies”. Please take the time to read these, as they include important terms which apply to you.

5. Taxes and fines


You are responsible for vehicle related charges connected to the use of the vehicle, including but not limited to road tolls and taxes. Our driver always drives best route either as suggested by navigation service used or according to driver’s judgement and knowledge of the traffic situation in the area.


You are responsible for fines related to the condition of the vehicle (e.g. tire wear) or equipment on the vehicle.


Fines related to traffic rule violations during pick-up and delivery are the responsibility of the party driving the vehicle at the time of the incident.

6. Privacy Policy


By using Polestar’s services you acknowledge that you accept our Privacy Policy. To access the policy please follow the link: https://polestar.com/privacy-policy. Please take the time to read this, as they include important terms which apply to you.

7. Cancellation and rescheduling


Cancellation of a booked Pick-up and delivery should be made through the booking channel that was used when booking the original appointment. Cancellations, rescheduling and other changes may be subject to a fee in proportion to costs incurred.


By accepting these Terms you also agree that you will not be entitled to cancel a Pick-up and delivery that has already been provided.


If your booked Pick-up and delivery has to be rescheduled, you will be contacted as soon as possible to arrange another appointment.

8. Insurance of vehicle


Polestar’s Pick-up and delivery service provider covers insurance while being in possession of your vehicle i.e. after receiving the key and until return of the key.


You are responsible for removing any personal belongings from the vehicle prior to using the Service. Polestar does not insure, nor are we responsible for any damage to, loss of or theft of, personal belongings of any kind left in the vehicle.

9. Limitation of liability


In no event shall Polestar be liable or responsible for any loss or damage of any kind arising out of or in connection to your use of or inability to use the Service (except as may be required under mandatory law), including but not limited to any failure to perform, or delay of, the Service.


Polestar is not responsible for any costs arising during normal operation of the vehicle that are outside of Polestar’s control, including but not limited to normal wear and tear and roadside assistance in the case of vehicle failure.

10. Force Majeure


In force majeure events, including but not limited to natural disasters, war or government restrictions, that are outside the reasonable control of the party affected, where the event can be considered unavoidable within reason, no party shall have to reimburse the other party for any losses, damages, or costs of any kind.

11. Applicable Law and Complaints


Unless otherwise required by mandatory law, these Terms are subject to the laws of the country in which the Sales Contract is entered into and that country’s competent territorial courts shall have the exclusive jurisdiction over any dispute arising from or in connection with the Terms, which cannot be settled amicably between the parties.