Fiido Warranty Policy

Vive Scooters operate in accordance with The United Kingdom Consumer Rights Act 2015. This warranty is provided by the manufacturer Fiido. The warranty period begins from the date of delivery of the product. We do not include warranty booklets with our products.

All products must be registered for a warranty on this website (www.vivescooters.co.uk) within 15 days from delivery of the product for the warranty to be valid.

Our Claims Process

Here is our process if you contact us regarding a warranty claim:

  1. Your claim will be assessed by our customer service team and if necessary, also reviewed by our in-house mechanics.
    If you have not provided any photo or video evidence of the fault, we may request you to do so.
    Proof of purchase is required. If you didn’t keep the receipt or invoice, you are allowed to submit your payment/order/delivery information for approval.
  2. We will submit your claim to the Fiido Engineering Team for their feedback.
    Photo or video evidence is required for this.
  3. We will inform you if your claim is covered under Fiido's warranty.
    In exceptional circumstances, we may choose to repair faults not covered by the manufacturer's warranty at our discretion and only as a gesture of goodwill without prejudice.
  4. If the fault is covered under Fiido's warranty and can be easily rectified, we will provide you with steps or a video tutorial on how to do so.
    Any required replacement parts will be sent to your specified shipping address.
  5. If the fault is covered under Fiido's warranty and cannot be easily rectified, we will help you arrange the repair of your bike at our London-based service centre.
    If you would prefer a refund or replacement item, you must inform us within 14 days of receiving the item. After this time, you may only be eligible for a repair.

Warranty Coverage

You may need to zoom into this table if you are reading on a mobile device.

Performance Faults

Performance Faults

  • Motor does not work under normal use conditions.
  • Controller fault under normal use conditions.
  • Charger fault under normal use conditions.
  • Battery fault under normal use conditions.
  • Abnormal deformation, breakage and other conditions that mean the bike cannot be used normally under normal use conditions.

 

You will be unable to claim repair or replacement under warranty if:

  • The product has faults that are nonconforming to the performance faults stipulated in the Performance Faults table.
  • The product has faults that are conforming to the performance faults stipulated in the Performance Faults table caused by man-made reasons.

The following actions will void your warranty:

  • Modification of the product.
  • Failure caused by the user's failure to use, maintain and adjust according to the "Instruction Manual".
  • Third-party electrical maintenance without authorisation.
  • Misuse, collision or user negligence.
  • Charging using accessories that are not correctly matched with the product.
  • Damage caused by force majeure events.
  • Use or storage of the product in heavy rain.
  • Submersion of the product in water.
  • Damaged caused by man-made reasons
  • Commercial use (Food delivery is classed as commercial use).

The following parts are not covered under warranty:

  • Inner tubes
  • Surface scratches
  • Wearing parts such as tyres, inner tubes, chains and brake pads
  • Pedals
  • Cosmetic parts such as stickers and labels
  • Bell
  • Handlebar grip
  • Charger port seal and rubber plug

The following maintenance issues are not covered under warranty (with the exception of cases caused by abnormal deformation of the frame or derailleur hanger upon delivery):

  • Brake noise
  • Brake adjustment
  • Brake alignment
  • Gear shifter adjustment
  • Rear derailleur adjustment
  • Handlebar alignment

Wear & Tear

Wear and tear is the damage or change that is caused to the bicycle when it is being used normally. This is not covered under warranty. 

Wearing parts such as tyres, inner tubes, chains and brake pads are not covered under warranty.

Corrosion

Corrosion caused by the use of the product in wet weather conditions is considered to be wear and tear. Surface rust on components such as the chain and cassette is normal after exposure to wet weather conditions. Dust and dirt buildup accelerates corrosion and regular cleaning of the bicycle can prevent this.

Corrosion such as rust can be prevented on certain parts of the bicycle by applying the appropriate lubrication products:

Part Appropriate Lubricant(s) Recommended Frequency
Chain
  • Dry bike lube
  • Wet bike lube
  • All weather lube
  • Teflon Grease
Once every month or every 150-200 miles
Suspension Forks
(when present)
  • Suspension lubricant spray
  • Fork lubricant
Once every month or every 150-200 miles

Chain

The user must lubricate the chain regularly and after each cleaning. Before lubrication, the chain must be dry to ensure proper performance of the lubricant. This should be done ideally after every ride or every 150-200 miles.

The chain wear depends mainly on the following parameters:

  • Individual shifting behaviour (frequency, chain line, shifting under load)
  • External conditions (wetness, dirt, sand, salt)
  • Maintenance and care
  • Interaction of all drive components

Suspension Forks

Suspension forks need regular periodic maintenance. The most important part of maintaining your suspension forks, is keeping the fork well lubricated.

We recommend cleaning and lubrication refills (lower leg service) every 25 riding hours, and a full service (strip down, seal replacement and full oil change) every 200 hours. Regular use of an appropriate fork lubricant can prevent corrosion. Failure to perform this maintenance my result in pre-mature wear of this part.

Wiping down the stanchions with a soft cloth after riding in wet or dusty conditions will keep them free of dirt and mud which can accelerate seal wear and metal corrosion.

Battery

All batteries, will deteriorate in time and at some point they will need to be replaced and disposed. Normal battery wear is not covered under warranty.

Environmental conditions are an important factor affecting lithium batteries. For example, leaving one in your car in the hot sun will lessen the life of your battery. We recommend storing your bike out of the direct sunlight for long periods and when not in use, keep your battery in a cool place, preferably below 20°C.

Regularly discharging lithium-ion batteries to 0% is harmful and partial discharges with regular top-ups are recommended to extend the recharge-cycle lifespan of the batteries. A lithium-ion battery will slowly discharge over time even when you’re not using it. If the voltage drops below a certain point this may cause irreparable cell damage, depending on the time it’s left sitting. We recommend charging the battery of your bike at least once a month.

Correct maintenance and storage of your battery will significantly increase its lifespan.


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