Service policy Please Read carefully before ordering our service

Service Policy

Please read carefully before requesting our services.

By making an appointment and providing your address for collection or repair of your scooter, you agree to our service policy.

Inspection and Initial Check

  • Before handing the scooter to the mechanic or workshop, please take photos of each part of the scooter for evidence.

  • If we collect a scooter for inspection, we will provide you with a comprehensive list of issues and a repair quote.

  • If you agree to the repairs, the initial inspection will be free of charge.

  • If you do not agree, we will return your scooter and charge an inspection fee of 59€.

  • If repairs are not possible due to the unavailability of replacement parts for your scooter model, we will try to offer alternative solutions in the customer’s best interest.

  • If no agreement is reached, we will return the scooter and charge a fee based on the services provided, which may include:

    • Collection

    • Labour costs for inspection (disassembly, defect checking, battery/cable/controller replacement, etc.) – 59€

Delivery and Other Costs

  • The first visit to the customer is FREE of charge. If the customer agrees to repairs, this fee is included in the overall price.

  • Any later visit costs 20€. To avoid this fee, customers may bring their scooter directly to us.

  • Any scooter delivery by us will also incur a 20€ fee.

Service Limitations – We Can Refuse Service If:

  • The scooter’s factory protection has been broken.

  • The customer has made non-original modifications.

  • An unauthorized person has opened the scooter or attempted to repair it.

We do not repair scooters that have been previously opened or modified by the owner or another service provider. We cannot take responsibility for previous repairs performed by others, such as rewiring or connecting components, as this impacts the safety of our customers and employees.

Important – Mechanical Repairs

Before any mechanical repair (such as tube or tire replacement, brake adjustment, etc.), the customer must provide the scooter’s keys and demonstrate to the mechanic that the scooter powers on and functions properly.

If the customer does not show that the scooter was working before the repair, our service will not accept responsibility for later claims that the scooter does not power on, since there is no proof that it was operational at the time of repair.

Parts and Replacements

  • We offer repair services for electric scooters and bikes using original parts or authorized equivalents.

  • Our electrical and mechanical parts, including tubes and tires, are sourced from professional suppliers and are of the highest quality.

Tires:

  • For the Kugoo M4/Pro model, we offer three types of tires: road, off-road, and extra strong – all the same size and perfectly fitting the scooter.

  • If a customer wants a specific type, they must inform the mechanic before the repair. Once the repair is completed, changes are only possible if the customer covers the cost of a new tube and the mechanic’s labour.

  • We stock over 20 types of tires. If a dedicated tire is unavailable, we will use another one with the exact same size and parameters. Customers requiring the exact original tire must notify us in advance.

Complaints:

  • Complaints made the next day or week after repair will not be accepted. Any issues must be reported immediately after the repair is completed.

Damages during disassembly:

  • Scooters are machine-assembled. Removing wheels, batteries, controllers, or other parts may cause unavoidable damage to stickers, plastic, or rubber covers.

  • During colder months (November–April), plastics and rubbers become more brittle and may crack. We are not responsible for such damages when disassembly is required.

Warranty

Repairs using original parts are covered by warranty only if:

  • The scooter is used as intended.

  • No unauthorized modifications have been made.

The warranty is void if:

  • Tubeless tires are installed (they cause strong vibrations and may damage the battery, motor, or controller).

  • Non-original parts or accessories are added that increase scooter weight (e.g. large baskets, non-original seats, additional batteries).

Storage Policy

  • Scooters are stored free of charge for 10 days. After this period, storage costs 3€ per day.

  • After paying outstanding fees, the scooter can be picked up or delivered for 29€.

  • We will store scooters for an additional 30 days (total 40 days from repair). After this period, the scooter will be recycled and cannot be retrieved.

  • If the scooter was collected only for diagnosis, a service booking fee applies (usually 59€).

Invoices

Invoices are issued upon request. Please provide your full name and address. The invoice will be sent within 7 working days.

Final Note

Our engineers and office staff are not obligated to explain every detail of this policy during service. All rules are published on our website. If you have any questions, please contact us.