FAQ

You can subscribe online anytime, anywhere.

1. Order your car

Choose the model, colour and trim that suits your lifestyle, from Saloons to SUVs. Choose either a ready-to-deliver car with quick delivery, or customise your own.

2. Start your 3 months’ or 36-month subscription.

Simply fill in your details to confirm your order and credit eligibility, then register for your 7-day car insurance.

3. Get your car.

Choose a retailer for pickup or select home delivery and we’ll let you know when your model will be ready.

4. Hit the road.

Start driving your Volvo. With a 3 months’ subscription you can change your car or cancel with just 3 months’ notice period.

Subscribing online is quick, taking just a few minutes (providing there is no complications with your credit check).

Yes, it is entirely your choice whether you would rather sign up online by yourself, or receive assistance from a Volvo retailer and sign up in one of our participating retailers.

A Care by Volvo subscription lets you enjoy all the perks of having a car with none of the hassle because most operating costs are covered. This includes essentials that you’d otherwise have to add later on, such as service, maintenance and replacement tyres (when worn through normal use).

Subscribing is also a more flexible way to access a car, as we ask for a minimal commitment compared to traditional finance agreements. With Care by Volvo, you only need to give 3 months’ notice to change car or cancel.

Note: 3 months' notice do not apply to fixed-term subscription offers.

Care by Volvo offers a range of models, trims and engines to suit your lifestyle, from SUVs to saloons, all with advanced features. By selecting a ‘ready-to-deliver’ vehicle you can get your car in 1 calendar month. Alternatively you can customise your own car from the factory.
All cars are available for the three-month subscription or 36-month subscription. Pre-built cars are ready for delivery within one month of receiving your advance payment and the personalised cars in 3-8 months.

Ready-to-deliver cars are readily available in stock and can be delivered within 30 days. If you want to personalise features such as colour, upholstery or a tow bar, you should order a customised car instead.

Depending on the car model and the choices you make, the delivery time for customised cars varies. Other than that, the price and subscription conditions are the same for customised and pre-built cars.

In order for the retailer to hand over the car, you must present your valid driving licence (and a utility bill issued within the last three months in the event your driving licence does not show your current residential address) and current signed passport. You will also need to provide your insurance details (either your own insurance documents or the Care by Volvo insurance documents we sent you in advance). The same conditions apply for home delivery of your car.

Care by Volvo offers a semi-electric tow bar as an accessory. If you wish to add other accessories (for example a roof box), you may of course add this, but you would need to pay for these accessories outside of your subscription. A retrofitting of permanently installed accessories is not permitted. If you have any questions, feel free to contact our Customer Relation Centre.

Absolutely.

Flexibility has a lot of meanings, but here at Care by Volvo it means the freedom to choose the right car for you and your life. Unlike traditional finance offers, we offer a 3 months’ notice to change car or cancel.

Note: 3 months' notice do not apply to fixed-term subscription.

You can change your vehicle at any time with just 3 months’ notice. If you decide to switch, the same rules apply for your next car.

If you want to switch, just contact our Care by Volvo Customer Relation Centre phone: 0800 0318065,
email: carebyvolvo-uk@volvocars.com.

Note: 3 months' notice does not apply to fixed-term subscription offers.

You can cancel your Care by Volvo subscription at any time with just 3 months’ notice. If you want to cancel your Care by Volvo subscription, just contact our Care by Volvo Customer Relation Centre (Phone: 0800 0318065, Email: carebyvolvo-uk@volvocars.com).

Note: 3 months' notice do not apply to fixed-term subscription.

Once you have given notice to our Customer Relation Centre that you wish to end your subscription, they will arrange an appointment for the return of the vehicle at your house. As part of the return process, an independent inspector will come to your house to inspect the car with you for any excessive wear & tear in accordance with the BVRLA Fair Wear & Tear Guide and to note any missing items. Any identified costs will be invoiced to you within 4 weeks.

In case you are switching to another car, your Care by Volvo retailer will contact you in good time before the end of the contract to arrange your handover appointment and return of your current vehicle. As part of the return process, a preliminary inspection of the returned car will take place and any wear and tear on the vehicle will be documented in the return protocol. Afterwards the car will be inspected by our vehicle return centre and any charges will be identified. You will be given full information about such costs within 4 weeks after you return your car.

No, the Care by Volvo vehicles cannot be purchased at the end of the subscription.

Your Care by Volvo subscription fee covers all costs of operating your vehicle; you only pay for consumables such as fuel, AdBlue, washer fluid and oil (if it needs to be refilled before the scheduled inspection), as well as fees for speeding, tolls, and parking. For full details, please see our “List of charges” in the Care by Volvo customer Terms and Conditions, which you can download at the bottom of this page. 

Insurance also sits outside of your subscription fee however we do offer you 7-day comprehensive insurance. The 7-day insurance is subject to acceptance criteria from the insurer and requires you to separately register for the trial insurance at cbvinsurance.co.uk – please see Insurance section below.

When you sign up for a subscription, you will need to pay an advance payment online by credit/debit card. We accept Visa, Mastercard and American Express.

The advance payment will be deducted from your first monthly invoice. 

Other than your advance payment, you will pay your monthly subscription fees and any additional charges by Direct Debit. We will request your bank details to set the Direct Debit up and send you a copy of the Direct Debit mandate for your records. 

Please make sure to renew the mandate if you bank details have changed.

Wear and tear is expected, it’s just part of motoring! We therefore don’t charge for fair wear and tear. However, for excessive wear and tear in relation to the age and mileage of the vehicle you may be liable for necessary repair and maintenance costs to bring the car to a standard acceptable in accordance with the BVRLA Fair Wear & Tear Guide. For full details, please see BVRLA Fair Wear & Tear Guide here.

No, this is included in your subscription, along with any work required to pass the MOT.

£0, no deposit required!

On the 1^st working day of each month. Your subscription fee will always be paid a month in advance.

When you sign up for a subscription, you will need to pay an advance payment to complete your order. The advance payment is equal to your normal monthly subscription fee. You will pay the advance payment online by credit/debit card. 

When your credit is approved, the advance payment will be deducted from your bank account. Prior to that, the amount will only be temporarily reserved in the account. 

The advance payment is then deducted from your next invoice on a pro-rated basis depending on when you take delivery of the car. 

You can share your car with whomever you wish to as long as he/she is named on an applicable fully comprehensive insurance policy. For avoidance of doubt, as the subscriber you are responsible for ensuring all drivers of your car comply with the terms. Holders of a provisional valid driving licence may use the car, provided that such driving takes place in a non-commercial setting.

You are allowed to enter and/or transit the vehicle to the following countries: Austria, Belgium, Bulgaria, Cyprus (applies only to areas under the control of the Republic of Cyprus), Czech Republic, Denmark, Estonia, Finland, France, Germany, Great Britain, Greece, Hungary, Ireland, Italy, Iceland, Lithuania, Luxembourg, Latvia, Malta, Netherlands, Norway, Portugal, Poland, Romania, Slovak Republic, Spain, Sweden, Switzerland. If you wish to travel to a country not listed, please contact our Customer Relation Centre in advance.

If you take your subscription car abroad, you must make sure; the insurance includes foreign comprehensive cover, you have the required documentation and you have our written permission. Please provide a minimum of two weeks’ notice and send the following information in your request to carebyvolvo-uk@volvocars.com

Vehicle registration mark:
Your name:
Date of travel from:
Date of travel to:
Additional driver’s name (if applicable):
Your current address:

Your ordered Care by Volvo vehicle will be delivered to a Care by Volvo retailer of your choice. The selection of the delivery location will be made at the end of the ordering process, after the configuration of your desired vehicle.

Please observe the instructions in the driver's display first. If there are any further questions, please press the On Call button in your vehicle. Our Customer Relation Centre will then organise the necessary help for you.

Please press the On Call button to connect directly our Customer Relation Centre. They will organise help and ensure that you are mobile again as soon as possible.

When your vehicle is due a service, our Customer Relation Centre will contact you in good time with information about the upcoming service. They will also provide you with the contact information for a local Care by Volvo service partner. Then you just simply call the Care by Volvo service partner to schedule a time that suits your schedule.

Yes, customers may apply decals or signwriting to the vehicle provided that it is removed before the car is returned. Please note you are liable for any damage left behind once the film has been removed.

No, smoking/vaping is not allowed in the car.

The first 7 days of your subscription includes insurance (subject to meeting our eligibility criteria), thereafter you can choose to continue with your Care by Volvo insurance, or choose to buy your own. https://www.cbvinsurance.co.uk/retail/

Please note that insurance is not included for Fleet & Business Online customers.

Most Care by Volvo subscriptions include a 7-day comprehensive trial insurance which means you don’t need to worry about insurance hassle, just collect your car upon delivery, activate the start date and drive away safely. After the 7-day trial period you will be charged separately for your insurance on a monthly basis.

Providing you take our 7-day trial insurance we will contact you during this period to provide an individual quote for your ongoing subscription (Day 8 onwards).

You are at all times during your subscription responsible to make sure that your subscription car is covered by a fully comprehensive insurance, whether it’s using our 7-day trial insurance, or the individually quoted insurance following the 7-day trial (just make sure you accept your individual quote at latest before the expiry of the trial insurance) or if you instead prefer to arrange your own fully comprehensive insurance.

Further details can be found at cbvinsurance.co.uk

Yes, although we strive for a smooth and hassle-free car subscription service, we understand that some of our customers might not want to utilise the 7-day insurance and instead want to arrange their own fully comprehensive insurance valid from the day the car is being collected and for as long as the subscription is valid.

It is important you understand and make sure you and your own insurance policy complies with all conditions related to insurance in the Care by Volvo customer Terms and Conditions. If arranging your own fully comprehensive insurance you must inform the insurer already at the application stage that you are neither the owner or registered keeper of the car, and that in case of a total loss, your insurer must compensate the lawful owner of the car (Care by Volvo Car UK Limited) for its market value directly.

You must also make sure that your own fully comprehensive insurance covers; 

• Accidental damages (i.e. if your car is damaged by accident, vandalism or malicious damage, including standard accessories on it).
• Damages to windscreen and windows (including possible glass sun roof).
• Fire & theft damages (If your car is lost or damaged by fire, lightning, explosion, theft or attempted theft, including standard accessories on it).
• Third Party Liability insurance (i.e. damages to other vehicles, damages to property and injury to other people or animals).
• Misfuelling cover (at least compensation for draining and cleaning the fuel tank at the filling station, or after being towed to a repairer).
• Courtesy car (temporary replacement car in case of loss or insurance damage repair) should be selected as if your subscription car is off the road, you will still be required to pay your monthly subscription fees.
• Your insurance cover must comply to that Volvo Car authorised repairers/retailers should be used for insurance related repairs of all Care by Volvo subscription cars, using only genuine manufacturer (OEM) parts. Exceptions may apply for example due to geographical circumstances in certain occasions, but this then requires prior approval by Care by Volvo.
• The main policyholder of the insurance must also be the registered Care by Volvo subscription customer.
• The policy must start on or before the delivery date of your car and you are at all times during your subscription responsible for making sure that your own insurance policy contains accurate information of the car, its ownership and drivers, such as licence plate number, car specification (e.g. engine type, equipment specification etc.), named drivers of the policy and that you are neither the owner or registered keeper of the car, and that in case of a total loss, your insurer must compensate the lawful owner (Care by Volvo Car UK Limited) of the car for its market value directly.
• The excess amount (your own risk in case of causing a damage) should be maximum £1,200 per damage incident.
• Your insurance provider must be an authorised provider of motor insurances in the UK (i.e. approved by the FCA).

If you take your subscription car abroad, you must make sure the insurance includes foreign comprehensive cover (with exception of Roadside assistance).

Volvo Assistance (Roadside assistance and emergency assistance) is included for all Care by Volvo subscription cars 24/7. Consequently, the features included in the Volvo Assistance is not required to be included in the insurance cover for UK or abroad.

Yes, but you would need to ensure that your own insurance meets our requirements listed in the question “Can I use my own insurance with my subscription car?“. 

Yes, you need to activate the insurance by informing the Care by Volvo insurance provider of the start date, activation and contact details can be found on cbvinsurance.co.uk.

Essentially you need to be minimum aged 25, held a full UK or EU driving license for minimum 12 months and maximum 3 fault claims & 3 minor convictions in past 5 years. For complete eligibility criteria please visit cbvinsurance.co.uk.

Please note that Fleet & Business Online customers are not eligible for any Care by Volvo insurance products.

Yes, and you can still register through cbvinsurance.co.uk to obtain an individual quote for a comprehensive insurance suitable for your Care by Volvo subscription car including its flexible term. You can of course also use your own insurance but you would need to ensure that your own insurance meets our requirements listed in the question “Can I use my own insurance with my subscription car?“.

Insurance cost is individualised and depends on various factors such as car specification, driver age, claims history, driving license penalty points, if you require additional drivers or not etc. We offer 7-day comprehensive insurance when you sign up to our Care by Volvo subscription. If you register for our 7-day insurance, you will be quoted individually for a permanent (from day 8 and onwards) comprehensive insurance suitable for your Care by Volvo subscription car, including its flexible term. But you can also use your own insurance but you would need to ensure that your own insurance meets our requirements listed in the question “Can I use my own insurance with my subscription car?“.

The insurance excess is the amount you will be required to pay when you make a claim on your insurance policy. In other words, it’s the amount you agree to contribute towards the cost of a claim, for example if you have caused damage to the car (i.e. your own risk).

The excess payable depends on your age; drivers aged 30 and over have an ADFT excess of £500, meanwhile drivers aged 29 and under have an ADFT excess of £750 (ADFT = Accidental Damage Fire & Theft).

In case of any kind of accident or damage, report this without delay in accordance with your insurance provider’s requirements and ensure that such damage is repaired at a Volvo Cars authorised workshop. In the event of a break-in, theft or collision, please contact and consult with the police without delay. General guidelines for UK can be found here: https://www.gov.uk/vehicle-insurance/if-youre-in-an-accident.

We will provide you with a courtesy car when you reasonably need one while your subscription car is being worked on at one of our authorised workshops. This only applies to workshop visits which have been approved by us in advance or if we ask you to book your car into the workshop (please let us know in advance if you require a courtesy car).

Private customer:

To apply for a Care by Volvo subscription, you must:

• Be at least 18 years of age
• Reside in the UK at point of delivery
• Hold a valid Full Driving Licence
• Have a UK income paid in GBP
• Have a UK bank account

Business customer:

To apply for a Care by Volvo subscription you must: 

• Have been trading for a minimum of 12 months and be able to show trading activity for this period.
• Be a Limited Company, Limited Liability Partnership or a Sole Trader.

As part of the application process, Care by Volvo will perform a creditworthiness, affordability and identity-verification assessment.
For private and sole trader applicants, the creditworthiness and affordability assessment are performed on your personal financial position. If you are applying as a business subscriber, we complete the creditworthiness and affordability assessment of your company.
We use a third-party credit-reference agency, Experian, as part of our creditworthiness and affordability check. This process will involve a hard credit search and leave a footprint on your credit file showing that we have reviewed your credit report.
If you’d like an understanding about your credit file and the information held within, we encourage any of our private or business applicants to contact Experian You can contact them via:

Telephone: 0800 013 8888
Website: www.experian.co.uk

Private and Sole Trader applicants

You will need to provide the following: 

• Your full name, address and date of birth. 
• Your personal gross annual income, number of dependents and living arrangements.
• Your personal Sort Code and Bank Account Number details. This is where your monthly subscription payments will be deducted from.

To give us the best chance of accepting your Care by Volvo subscription, you should:

• Ensure your address is accurate and up to date.
• Use your full legal name.
• Use a UK bank account which is registered in the same name as the applicant.
• If asked for proof of income, identity or banking details during the application process, provide all required information in the requested format within the requested timeframe.

In some cases, we may ask you to provide additional documentation to substantiate the information provided. Examples of these requests could include the following*:

• A copy of your driver's licence, passport or other documentation to prove your address: e.g. your most recent payslips, an employment contract, HMRC tax return, pension P60 or statement, or registered accountant letter.

*Note: The documents listed above act as a guide only; it is not an exhaustive list. Care by Volvo reserves the right to decline applications if applicants are unable to satisfy our lending criteria.

Registered business applicants - e.g. limited liability companies

You will need to provide the following: 

• Your company’s name, company registration number (CRN) and registered address. 
• Signatory’s personal details - e.g. full name, address and date of birth.
• Your company’s bank account details to process each monthly payment.

To give us the best chance of accepting your Care by Volvo subscription, you should: 

• Ensure that the address provided is your registered company address.
• Use your company’s full name.
• Ensure the signatory uses their full name.

In some cases, we may ask you to provide additional documentation to substantiate the information provided. Examples of standard requests could include the following*:

• Documentation to prove that the applicant can apply on behalf of the business.
• Most recent full annual financial statements for the business as submitted to UK Companies House.

*Note:The documents listed above act as a guide only; it is not an exhaustive list. Care by Volvo reserves the right to decline applications if applicants are unable to satisfy our lending criteria.

• Register to vote. By being visible on the Electoral Register, you will increase your chances of a lender confirming your identity electronically. 
• Ensure your credit information is up-to-date and accurate.
• Check your credit score regularly and ensure it is as high as possible.

One of the requirements set by our regulator (the Financial Conduct Authority) is for lenders to act responsibly. As a responsible lender, we have a duty to ensure that our subscription is affordable and fits into an applicant’s financial life comfortably.

Personal and Sole Trader applicants

The creditworthiness and affordability assessment for a private or sole trader applicant determines if an applicant’s monthly disposable income can support the selected subscription product.

The monthly disposable income is calculated using a combination of the information provided by the applicant in their application, along with data provided by Experian. We assess all the information you provide within your application, any additional information you provide at our request and all the information received from Experian to determine whether your monthly disposable income can support the selected monthly subscription fee.

Registered business applicants - e.g. limited liability companies:

Much like a private application, we conduct a credit worthiness and affordability assessment for business applicants to determine the affordability of our subscription for the business. The assessment for a registered business is conducted using a combination of information provided by you within the application, any additional information you provide at our request, as well as information received from Experian UK.

While we’d love to help all our applicants drive a Volvo, certain circumstances can prevent us from progressing with some applications. Unfortunately, we are unable to provide individual feedback about why an application has been declined. This is because our specific lending criteria, and the information we receive from Experian about an applicant, is classed as being both commercially and personally sensitive data. We understand that this may be disappointing, however we have a duty to act responsibly and adhere to regulatory guidelines as set out by the FCA.

As our Customer Relations team is unable to comment on the decision, you may wish to contact Experian instead to learn more about the information held by them. You can view their ‘Credit Refused Guide’ via the link below, or contact them directly using the details provided:

https://www.experian.co.uk/consumer/guides/refused-credit.html

Telephone: 0800 013 8888
Website: www.experian.co.uk

A Care by Volvo subscription lets you enjoy all the perks of having a car with none of the hassle because most operating costs are covered. This includes essentials that you’d otherwise have to add later on, such as service, maintenance and replacement tyres (when worn through normal use).

Subscribing is also a more flexible way to access a car, as we ask for a minimal commitment compared to traditional finance agreements. With Care by Volvo, you only need to give 3 months’ notice to change car or cancel. 

Note: 3 months' notice do not apply to fixed-term subscription.

Your Care by Volvo subscription fee covers all costs of operating your vehicle; you only pay for consumables such as fuel, AdBlue, washer fluid and oil (if it needs to be refilled before the scheduled inspection), as well as fees for speeding, tolls, and parking. For full details, please see our full FAQs.

Insurance also sits outside of your subscription fee however we do offer you 7-day comprehensive insurance. The 7-day insurance is subject to an acceptance criteria from the insurer and requires you to separately register for the trial insurance at www.cbvinsurance.co.uk – select Care by Volvo business.

No, these are the only terms that we can offer. For large companies (more than 50 cars), please get in touch with a member of the Volvo team as we may be able to offer you other terms in the future.

The FDM must be a company employee and be able to represent and sign on behalf of the company. If the FDM is not a Company Director listed on the Companies House register, then a power of attorney can be provided by a Director to allow the FDM to sign on behalf of the company.

Yes, excluding reseller and third party financing companies.

As a Financial Conduct Authority (FCA) registered entity, Care by Volvo UK Limited is required under the Anti-Money Laundering Directive, to complete an appropriate level of due diligence on our customer.
These requirements are:
• Identification of the customer
• Identification of individuals with significant control
• Shareholders with more than 25% of the shares
• Verification of information provided to Care by Volvo UK Limited (via this form).
• Politically Exposed Person (PEP) and Sanctions checks on all directors and Ultimate Beneficial Owners (UBOs).

We do our utmost to serve you according to your needs. However individual volume limitations apply according to our internal risk assessment regulations. To understand how many cars you can order with our offer, please create an account and apply to start the credit risk process.

All payments are handled by the Fleet Decision Maker, the Company Car driver is not involved. The invoice can be sent to any invoicing email address added to the account by the Fleet Decision Maker.