We know warranty and service can be a concern for anyone buying an electric scooter.
At fluidfreeride, we want to create a worry-free experience throughout your scooter’s lifetime: Every scooter purchased at fluidfreeride.com comes with a 12-month warranty as well as our Lifetime Service Commitment for 50% off parts and labor once your warranty expires.
What happens if my scooter needs repair?
We are here to help with 4 easy steps:
Head over to support.fluidfreeride.com and have a look if you can find the solution in our huge support library.
Send us a support ticket if you still need help and include an image or video demonstrating your issue.
Our support team will diagnose the problem together with you and determine the next steps.
Please work with our support team and provide information, pictures and/or videos as requested to ensure a swift resolution.
Resolution can fall into 4 categories as determined by our support team:
Most commonly, we will ship spare parts and/or provide step by step instructions on how to fix an issue so you can repair at home.
More complicated cases can be repaired in one of our service centers by our qualified technicians. Customers drop off or mail in their scooter as agreed with the support team. Only covered damages will qualify for free repairs under warranty as determined by our mechanics. See warranty exclusions below.
We have partners in many cities that agreed to work on our electric scooters. When available in your area, our support team will help you arrange the repair.
In rare cases we may decide to replace your scooter, due to e.g. complex electrical or mechanical problems, ONLY if the scooter was delivered within 30 days and total mileage is under 75 miles.
We reserve the right to provide refurbished replacement scooters of equal or better condition instead of performing necessary repairs on used scooters. A replacement does not extend the warranty period which remains based on the delivery date of your original order.
How does the WARRANTY work?
For 12 months starting with delivery of your electric scooter, you are covered by our Warranty against manufacturing defects. During this time frame, fluidfreeride will diagnose any problem and ship spare parts free of charge for self-repair. More complicated repairs can be performed free of charge at a fluidfreeride service center or a service partner in your area. Any potential cost for shipping the scooter to a service center is the responsibility of the customer.
The following parts and damages are not covered as part of the warranty:
- Consumables like brake pads, tires, tubes
- Wear and Tear items like fenders, kick stands, cosmetic plastic covers
- Lithium-ion batteries naturally degrade over time and usage. This warranty does not cover normal wear and tear of battery capacity. A reduction in battery capacity up to 20% over the warranty period is considered normal and not covered by this warranty.
- Damages, malfunctions, or performance problems caused by collision, fire, accident, environmental conditions, overloading, lack of routine care and maintenance, and/or other misuse not in line with the scooter & intended purpose
Following expiration of the warranty, or for damages not covered by our Warranty, you will benefit from our Lifetime Service Commitment. For the lifetime of your scooter, you can count on us to address any issues with free diagnosis and repair instructions as well as spare parts and labor with a 50% discount.* *Discount applies to parts and labor to repair scooters purchased from fluidfreeride. Fair use limits may apply. We reserve the right to review serial numbers to prevent abuse.
How does LIFETIME SERVICE work?
Parts that will be discounted as part of our Lifetime Service commitment are all parts that originally come with your scooter, including consumables like tires, tubes, and brake pads. As an additional service to our customers, we may designate certain technical upgrades as part of this program. All eligible products will bear the ‘Lifetime Service Seal’ and will be discounted automatically at checkout. Please use the same email from your original scooter purchase.
We believe our service offering is best in class. Many competitors have aggressive claims but may fall short when it comes to execution. Here is our service offering and cost in summary:
| Damage or part is covered under | Warranty | Lifetime Service |
|---|---|---|
|
Remote Diagnosis by our team |
FREE |
FREE |
|
Self-Repair at home with our help Cost of spare parts Shipping cost for parts |
FREE FREE |
50% off FREE>$50 |
|
Repairs at our service centers Cost of spare parts & labor Round-trip shipping of scooter |
FREE Fair rates $100 round trip for our smaller and lighter scooters up to $350 round trip for the heaviest scooters.
|
50% off Fair rates $100 round trip for our smaller and lighter scooters up to $350 round trip for the heaviest scooters.
|
|
Repairs at service partners Cost of spare parts & labor |
FREE |
Service partner rates |
Service case examples
Rear fender broken
Coverage
Fenders fall into the category of parts that are not covered by warranty.
Cost
You will benefit from our discounted prices. If the fender was broken out of the box, we will send you a free replacement.
LED light not working
Diagnosis
We will work with you to diagnose the problem. If necessary, a mechanic can give you a call to help identify the issue and provide a resolution.
Coverage
Fully covered under warranty
Cost (under warranty)
Parts and parts shipping are free of charge for repair at home.
Labor at our service center or a service partner is free of charge.
If you ship the scooter to our repair center, you will have to pay for shipping.
Cost (lifetime service)
Take advantage of our discounted parts prices for replacement at home as well as our discounted service labor rates when bringing the scooter to one of our service centers.
Brake is rubbing
Diagnosis
We will walk you through the diagnosis steps to identify if there is an issue. A brake adjustment may be required out of the box and from time to time thereafter.
Coverage
Regular brake adjustments and/or brake pad replacements are not covered by our warranty or our lifetime service commitment. These are part of the general maintenance responsibility of the owner.
Cost (under warranty)
Parts and parts shipping are free of charge for repair at home.
Labor at our service center or a service partner is free of charge.
If you ship the scooter to our repair center, you will have to pay for shipping.
Cost (lifetime service)
Take advantage of our discounted parts prices for replacement at home as well as our discounted service labor rates when bringing the scooter to one of our service centers.
Flat tire
Diagnosis
If the tire does not maintain air, the tire and/or tube needs to be fixed or replaced. We have tutorials available for most scooters.
Coverage
Just like with bicycles and cars, flats are unfortunately part of owning a scooter (unless you got one with solid tires) - they are not covered under warranty.
Cost
Cost of tubes and/or tires. They are discounted if you bought your scooter from us!
Try our tire sealant to help avoiding flats.
Motor issues
Diagnosis
We will ask you to help us identify the issue on your unit. We may ask you for a video and to perform a few readings on the scooter.
Coverage
Fully covered under warranty.
Cost (under warranty)
Any required parts including parts shipping are free of charge, in case you can repair this at home. Labor at our service center or service partners is free of charge.
If you ship the scooter to our repair center, you will have to pay for shipping.
Cost (lifetime service)
Take advantage of our discounted battery prices for replacement at home as well as our discounted service labor rates when bringing the scooter to one of our service centers.
Battery Problems / Reduced Range
Diagnosis
We will ask you to help us identify the issue on your unit. We may ask you for a video and to perform a few readings on the scooter.
Coverage
Batteries are fully covered under warranty against manufacturing defects. Over time, batteries will naturally lose capacity after hundreds of charging cycles. Only battery defects are covered by our warranty.
Cost (under warranty)
Any required parts including parts shipping are free of charge, in case you can repair this at home. Labor at our service center or service partners is free of charge.
If you ship the scooter to our repair center, you will have to pay for shipping.
If your scooter does not power on out of the box and we have diagnosed this to be a battery issue, we will likely replace your unit.
Cost (lifetime service)
Take advantage of our discounted battery prices for replacement at home as well as our discounted service labor rates when bringing the scooter to one of our service centers.