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Frequently Asked Questions

Got questions about car subscriptions, pricing or how it all works? You’re in the right place.
We’ve answered the most common queries to help you get started.

How can I get help from customer service?

You can get in touch with our customer service team between 9am and 5pm, Monday to Friday.

Contact details:

  • Email: help@wagonex.com

  • Phone: 020 3002 0976

  • Web chat: Send us a message via the chat in the bottom left corner when you're on the website.
    If you have a question for us outside of office hours, we’ll get back to you as soon as possible.

How does a car subscription work?

Browse a range of vehicles from our trusted partners and choose a subscription that suits you. You can opt for a subscription as short as 1 month or choose a contract length up to 3 years.

Every subscription includes road tax, UK roadside assistance, MOTs, maintenance and servicing in the monthly fee. You can also return or swap your vehicle early, though there may be a fee determined by the vehicle supplier.

How much does a car subscription cost?

The cost varies depending on the make, model, and contract length. Additional delivery or admin fees may apply depending on the vehicle supplier. These are clearly displayed during checkout before you commit.

What is included in a car subscription package?

As standard:

  • Cost of the car

  • Roadside assistance (UK)

  • Road tax

  • Maintenance and servicing
    Insurance is not included — you’ll need to purchase fully comprehensive insurance separately.

What vehicles can I get on subscription?

The selection is constantly updated. Options range from city cars to SUVs and include electric vehicles. Use the filters on the site to find what suits you.

Can I drive a subscription vehicle in Europe?

Some suppliers allow travel to Europe if notified at least 2 weeks in advance. An admin fee may apply. Breakdown cover and insurance may not extend overseas — you'll likely need additional cover.

What’s the minimum subscription length?

One calendar month, with the option to extend.

How do I get a vehicle on salary sacrifice?

If your employer offers salary sacrifice, choose a vehicle and submit your selection for approval. After approval, a fixed monthly amount is deducted from your salary.
You’ll pay income tax based on the vehicle’s value and CO₂ emissions. Your employer may reduce your National Insurance contributions and taxable income.

How do vehicle services and MOTs work?

They are included in the monthly cost, but it's your responsibility to make sure they are carried out. Details will be outlined in your contract. Missed services or MOTs may incur a fee.

What do I do if I get a PCN? (Penalty Charge Notice)

You're responsible for all PCNs. If the supplier receives it, they may forward it to you or pay it on your behalf — in which case a fee may apply.

Can I get a parking permit for a subscription car?

Yes. Your vehicle details will be shown in your profile under “My current subscriptions” to help you apply.

Am I eligible for a car subscription?

Each supplier has different acceptance criteria.
Generally, you may not be accepted if you’ve had County Court Judgements (CCJs) in the last 6 years.

What checks do you carry out?

An identity verification check and a credit check are completed to assess affordability.

What do I need to subscribe to a vehicle?

You’ll need:

  • Driving licence

  • Bank details

  • 3 years of address history
    This is used for a credit check.

What licence do I need?

A full valid driving licence is required. Some suppliers accept non‑UK licences. Eligibility for overseas licences can be checked via the UK government website.

What address history do I need to provide?

3 years of address history, including any overseas addresses if applicable.

Is a deposit required?

Most vehicles require a refundable deposit, varying by supplier. It’s refunded after return, minus any damage outside of fair wear and tear.

Is an initial payment required?

Some vehicles offer the option to pay a larger upfront amount to reduce monthly fees. This is clearly shown during checkout.

When will I be charged my monthly fee?

The first payment is taken a few days before delivery. After that, payments are collected monthly on the same date.

What is the cancellation policy?

  • Monthly plan: Give at least 2 weeks' notice before your next month starts.

  • Fixed-term plan: Refer to your contract.
    Return requests can be made through your profile.

How do I change my payment method?

Contact your vehicle supplier. Their details are listed under “Current Vehicles” in your profile.

What do I pay upfront when I take a vehicle?

You may pay:

  • Delivery fee

  • Admin fee

  • Optional initial payment to reduce monthly costs
    All fees are shown in checkout. Delivery fee is confirmed after approval.

Is insurance included?

No. You must purchase fully comprehensive insurance separately. Once accepted, provide a copy of your insurance certificate to the supplier.

How do I return, renew, or replace my vehicle?

  • Extend: Go to your account > “Current Vehicles” > request extension (at least one week before contract ends).

  • Return: Request via profile (two weeks' notice required).

  • Early return: Possible, but may incur a fee.

  • Insurance cancellation fees depend on your provider.

Is there a mileage limit?

Yes, it depends on the vehicle and supplier. You can request to change your mileage package. Extra mileage is charged based on supplier rates.

Do you have other cars available?

Vehicle stock is updated daily. Many makes and models are available, including electric and hybrid. If you can’t find a specific car, contact the team and they’ll try to help.

Are the cars brand new when I receive them?

Vehicles are either brand new or nearly new. Registration and mileage are shown under the vehicle details.

What condition should the vehicle be returned in?

It should be returned in the same condition it was delivered in. Excess wear and tear or damage outside BVRLA guidelines may result in charges.

What would happen if my car was damaged?

Notify both the vehicle supplier and your insurance provider immediately.

  • For damage with Wagonex-arranged insurance: contact Veygo claims team.

  • Windscreen claims have a separate contact number.

  • If using your own insurance, follow your provider's process.

How much does my delivery cost?

Varies by supplier. Some offer free delivery; others charge a fee. Delivery options are outlined in checkout or available by contacting support.

How do I arrange vehicle or windscreen repairs?

Contact both your insurance and vehicle supplier.

  • With Wagonex-arranged insurance:

    • Vehicle damage: contact claims team

    • Windscreen: contact windscreen claims line

  • If using your own policy: refer to your policy documents.

I’m a car dealer, how do I partner with Wagonex?

If you're a car dealer interested in partnering, email: partnerships@wagonex.com. The team will arrange a call to explain next steps.