Care by Volvo

Care by Volvo

Frequently asked questions

Here are the answers to your most frequently asked questions.

Do you need more information or have further questions?
No problem! Contact our Care by Volvo Customer Relation Centre on 0800 0318065, via online chat or 
e-mail. We're here to help.
Opening hours: Monday - Friday 09:00-17:00
Subscription & cars

If you’re looking for a hassle-free and flexible alternative to leasing or buying a brand new car with no long-term commitment, then Care by Volvo is perfect for you!

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 pre-built car with quick delivery, or personalise your own.

  2. Start your subscription
    Simply fill in your details to confirm your order and credit eligibility, then register for your 30-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. You can change your car or quit 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 dealerships.

All subscriptions come with a 30-day, commitment free trial period. Within this period, if you decide Care by Volvo is not for you, simply hand the car back, you will only be charged 1 monthly subscription fee (your prepayment). The trial period starts as soon as you pick up your first vehicle. One trial period per customer is allowed.
Your Care by Volvo subscription begins as soon as you receive your first car.

A subscription allows you to enjoy all of the perks of having a car with none of the hassle. Our subscription covers all costs for operating your vehicle, including necessary extras that you otherwise have to add later on, for example all service & maintenance items, such as tyres.

Subscribing is also a more flexible way to access a car, we ask for minimal commitment unlike traditional finance agreements which are normally 36- or 48-months agreements. With Care by Volvo you only ever need to give 3 months’ notice, what’s more all subscriptions come with a 30-day trial period! Within this period, if you decide Care by Volvo is not for you, simply hand the car back, you will only be charged 1 monthly subscription fee.

Care by Volvo offers a range of models, trims and engines to suit your lifestyle, from SUVs to Saloons, all with high specifications. Depending on how fast you want your car you can choose either a prebuilt car with quick delivery, or personalise your own car.

Pre-built cars are built cars that are available in stock and can be delivered within 30 days. If you would like to make a change to the specification of your car then you would need to order a personalised car instead.

The delivery time for the personalised cars vary depending on the car model and the choices you make. Beyond that, the price and subscription conditions are the same for both type of cars.

The cars offered by Care by Volvo are brand new cars, regardless if you choose a personalised car or a pre-built car.
Our pre-built cars are delivered within 30 days after we receive your prepayment.
You can collect your car from a preferred retailer or choose to have your car home delivered, simply let us know on your welcome call if this is your preference.

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 license does not show your 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.

Not yet, but we are working hard to have a business Care by Volvo offering in place early 2021.
Car change, return & cancellation

Flexibility has a lot of meanings, here at Care by Volvo it means we give our customers the possibility to choose. You choose when to start, switch and stop. 3 months’ notice is all that is needed to stop or switch car (unlike traditional finance offers which are usually 36 or 48 month agreements). And remember, the first 30 days are commitment free.

You can change your vehicle at any time with at least 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.

During the trial period of 30 days, you can cancel without notice period. After the trial period, you can cancel your Care by Volvo subscription at any time with just 3 month’ 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).
Once you have given notice to our Customer Relation Centre that you wish to end your subscription, your Care by Volvo retailer will contact you in good time before the end of the contract to arrange an appointment for the return of the vehicle. As part of the return process, a preliminary inspection of the 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.

Costs & fees

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 30-day comprehensive insurance. The 30-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.

For private customers, all Care by Volvo prices displayed online are gross prices including VAT. This means that the price you see is what you pay.

Payment is only possible via direct debit.

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.

<p>Nope, this will be included in your subscription!</p>
If I keep the same car for at least 3 years, will I need to pay for the MOT?

£0, no deposit required!

There isn’t a sign-up fee! Once your order is confirmed, we will take your first monthly subscription fee as a prepayment, then you pay the same monthly subscription fee after you’ve taken delivery of your car to cover month two. Your subscription fee will always be paid a month in advance.

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

The first month’s payment will be taken following acceptance of your subscription order (the “Prepayment”). The first and second monthly payments will be taken on a pro-rated basis depending on when you take delivery of the car.

You will pay the subscription fees monthly in advance on the first working day of each month. Any additional charges or fines will be settled monthly in arrears (usually together with the subscription fee for the upcoming month). If you take delivery of your car in the last few days of the month, please note that your first and second monthly payments will be taken at a later date.

Example 1 – Your subscription order is accepted 3rd February, and you take delivery of your car between 1st March and 25th of March

9th February – The Prepayment will be debited from your account. The Prepayment covers the first month´s subscription fee from the date of the delivery of the car.

1st April – You will receive two invoices;

    • 1st monthly invoice (for period from date of delivery until 31st March) – this invoice will be £0 (the subscription fee for this month is already covered by part of the prepayment);
    • 2nd monthly invoice (for period from 1st April until 30th April) – this invoice will cover the subscription fee for the remaining number of days which has not already been covered by the Prepayment;

1st May

    • 3rd monthly invoice (for the period from 1st May until 31st May) – this invoice, and all subsequent invoices, will be for the full month subscription fee.

Example 2 – Your subscription order is accepted 3rd February, and you take delivery of your car between 26th March and 31st March

9th February – The Prepayment will be debited from your account. The Prepayment covers the first month´s subscription fee from the date of the delivery of the car.

1st April – You will not receive any invoices.

1st May – You will receive three invoices;

    • 1st monthly invoice (for period from date of delivery until 31st March) – this invoice will be £0 (the subscription fee for this month is already covered by part of the prepayment);
    • 2nd monthly invoice (for period from 1st April until 30th April) – this invoice will cover the subscription fee for the remaining number of days which has not already been covered by the Prepayment;
    • 3rd  monthly invoice (for the period from 1st May until 31st May) – this invoice, and all subsequent invoices, will be for the full month subscription fee.
Car usage

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.

When setting up your subscription you choose your annual mileage. This allows transparency and cost control. When you return your vehicle, the included mileage per year will be converted to the months driven. Be sure to carefully select the mileage banding that best suits your needs, as if you exceed your chosen mileage, you will be charged an excess mileage charge.

Yes, 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, Sweden, Switzerland, Slovak Republic, Spain, 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 have to make sure; the insurance includes foreign comprehensive cover, you have the required documentation and you have our written permission.

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 it is time for service our Customer Relation Centre will contact you in good time with information about the needed service to be performed and contact information to your Care by Volvo service partner. Then you just simply call your Care by Volvo service partner to schedule a time that fits 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.

You are allowed to bring animals in your Care by Volvo vehicles. Keep in mind to make sure your animal is safe in the car as if they damage it (for example rip the leather), you will be liable for the cost.

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

Insurance

All Care by Volvo subscriptions include a 30-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 safe. After the 30-day trial period you will be charged separately for your insurance on a monthly basis.

Providing you take our 30-day trial insurance we will contact you during this period to provide an individual quote for your ongoing subscription (Day 31 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 30-day trial insurance, or the individually quoted insurance following the 30-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 utilize the 30-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 license 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.

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 30-day comprehensive insurance when you sign up to our Care by Volvo subscription. If you register for our 30-day insurance, you will be quoted individually for a permanent (from day 31 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).

Care by Volvo Documentation

Download the general terms and conditions as well as further information and forms for your Care by Volvo subscription simply and quickly as PDF.
Care By Volvo

Contact us

0800 0318065

You’ll find answers to common questions on our extensive FAQ page. Otherwise, we’re always here to help via phone, live chat or email.

Care by Volvo Car UK Limited authorised and regulated by the Financial Conduct Authority, FRN 918625.

For insurance Care by Volvo Car UK Limited is an Introducer Appointed Representative of Lloyd Latchford Group Limited who are authorised and regulated by the Financial Conduct Authority, FRN 496330.

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