Warranty Policy

1 Scope and Warranty Designation

This SCOOTNGO Limited Warranty applies to new SCOOTNGO mobility scooters purchased for personal, family, or household use in the European Union directly from the SCOOTNGO European online store. SCOOTNGO means the store operator and warranty provider identified in Section 15.

This is a limited written warranty. It is not a satisfaction guarantee, return policy, insurance policy, or maintenance plan. Customer-choice returns are governed by the applicable European Refund & Return Policy. Mandatory consumer rights, including statutory remedies for non-conforming goods and any withdrawal right, remain unaffected.

2 Who Is Covered

This voluntary Limited Warranty applies only to the original retail purchaser while that purchaser owns the scooter. It is non-transferable. Reasonable proof of purchase is required. Product registration is recommended but is not a condition of statutory protection. The original-purchaser and non-transferability restrictions apply only to this voluntary warranty, to the extent permitted by law; statutory rights of subsequent owners remain unaffected.

Products purchased for resale, rental, fleet, delivery, institutional, or other commercial use are not covered unless a separate written commercial warranty expressly applies.

3 When Coverage Begins

Coverage begins on the original delivery date shown in the carrier’s tracking record or other reasonable delivery evidence. For local pickup, coverage begins on the pickup date shown on the sales receipt. Repairs and replacements are subject to Section 11 and mandatory national rules on suspension, extension or renewal of guarantee periods.

4 Warranty Periods

The following periods describe SCOOTNGO’s voluntary Limited Warranty. They do not limit the separate statutory guarantee: new goods generally have at least 2 years of statutory conformity protection in the EU, and 3 years in Spain, from consumer delivery. This includes batteries, chargers and accessories. Longer national rights and applicable extensions take priority, even after a period in this table ends.

*Accessories: defects in materials or workmanship only; normal wear and accidental damage are excluded as described below. A product page or separate written warranty may provide more favourable coverage. Mandatory rights always take priority.

“Eligible electronic components” means the original motor, controller, display or control panel, original charger, factory-installed lights, switches, wiring harnesses, and electronic braking components. Consumable friction parts, tyres, tubes, trim, upholstery, baskets and detachable bags are not electronic components; applicable statutory rights remain unaffected.

5 What This Limited Warranty Covers

During the applicable period, this Limited Warranty covers a verified defect in materials or workmanship that arises during normal, intended personal use and prevents the covered component from functioning substantially as designed.

The customer must use, charge, store, assemble, and maintain the scooter in accordance with the owner’s manual and safety instructions. Coverage is determined after reasonable troubleshooting and review of the available evidence. Statutory conformity rights also cover failures to meet the agreed description, reasonably expected durability, safety and functionality, and other requirements of applicable law. They are not restricted to manufacturing defects.

6 Battery Coverage

Battery coverage under this voluntary Limited Warranty applies to verified defects in materials or workmanship. Gradual capacity reduction consistent with normal use and age is not, by itself, a manufacturing defect. Premature failure, abnormal capacity loss or failure to meet promised performance may nevertheless qualify under statutory conformity rights.

The following are excluded only to the extent they caused the claimed issue:

• Using an incompatible charger, charging source, battery, or adapter.

• Deep discharge, storage without required charging, overheating, freezing, water exposure, impact, puncture, or corrosion.

• Damage caused by opening, modifying, bypassing, or attempting to repair the battery or battery-management system.

Normal range variation caused by rider weight, terrain, temperature, tyre pressure, speed, stops or battery ageing is not, by itself, a defect. No undisclosed battery-capacity threshold will be used to reject statutory claims.

Battery safety: Do not ship a damaged, swollen, leaking, overheated, punctured, or otherwise unsafe lithium battery. Stop using or charging it, keep away from combustible materials when safe, and contact SCOOTNGO for written instructions.

7 What Is Not Covered

• Normal wear, routine maintenance, adjustment, cleaning, lubrication, and replacement of consumable items, including tyres, tubes, brake friction parts, upholstery, grips, paint and trim. Premature wear caused by a defect remains assessable.

• Cosmetic marks, minor noise or appearance changes that do not breach the agreed description or applicable conformity requirements.

• Damage caused by collision, drop, tipping, impact, abuse, neglect, vandalism, fire, flood, water intrusion, salt, corrosion or other external causes.

• Damage caused by overloading, unsuitable terrain, use contrary to warnings, prohibited towing, racing, stunts, or commercial service.

• Damage caused by improper assembly, storage, charging, maintenance or transport, incompatible parts, an improper repair, modification, altered programming, or bypassed safety features.

An exclusion applies only where relevant to the cause of the issue. Third-party servicing, unrelated modifications, missing original packaging or an unreadable serial number does not automatically cancel all coverage. Promotional gifts and third-party products retain any mandatory protection. Losses and liability are addressed in Section 13.

8 How to Submit a Claim

1. Stop using the scooter if continued operation may be unsafe or may cause additional damage.

2. Contact cs@scootngo.com with the subject “Warranty Claim – [Order Number]”.

3. Provide the order number, delivery date, model, serial or frame number if available, a detailed issue description, when it first appeared, and reasonable photos or video. Alternative evidence may establish purchase and product identity.

4. Complete reasonable, safe remote troubleshooting. SCOOTNGO may request error codes, charger indicators, odometer information or connection checks. You will not be required to perform technical repairs yourself.

5. Obtain written approval before buying parts, hiring a repair shop, disassembling a covered component, or arranging shipment. This procedure does not restrict mandatory rights to recover costs where the law allows.

6. If a return is required, follow SCOOTNGO’s written RMA, packaging, carrier and dangerous-goods instructions. Original packaging is helpful but is not a condition of statutory protection.

Failure to provide requested evidence does not automatically void coverage. SCOOTNGO may request further reasonable information needed to assess the claim, while respecting applicable burden-of-proof rules. Please report issues promptly; statutory rights are not conditional on reporting within 7 days or registering within 30 days.

9 Available Remedies

SCOOTNGO will arrange an appropriate remedy after reviewing the claim. Remedies may include:

• Remote troubleshooting or adjustment instructions.

• Providing a replacement part or arranging repair.

• Reimbursing reasonable repair costs approved in writing before work begins.

• Return for inspection or depot repair.

• Replacing the scooter, or providing another remedy required by applicable law.

For statutory claims, the customer may choose repair or replacement unless that choice is impossible or disproportionately costly under applicable law. The remedy must be provided within a reasonable time and without significant inconvenience; any shorter national deadline applies. Where legal conditions are met, the customer may obtain a proportionate price reduction or terminate the sale for a refund. Store credit is not a substitute for a statutory refund without agreement.

SCOOTNGO may require replaced goods to be returned at its expense where required by law. A refund or replacement settles the relevant claim without removing continuing mandatory rights in respect of repaired or replacement goods.

10 Parts Labour and Shipping

Approved warranty parts and standard outbound shipping are provided without charge during the applicable coverage period. For statutory claims, and where required by law under this Limited Warranty, necessary labour, diagnosis, collection, packaging and return transport are also provided without charge. Necessary costs of a covered repair or replacement will not be charged to the customer where required by applicable law.

Optional home service, travel, expedited shipping and other additional services are covered only if required by law or approved in writing. Any lawful charge for excluded damage or a paid service must be disclosed in advance and accepted where required. Prior-approval procedures do not shift mandatory remedy costs to the consumer. No restocking fee applies to a valid statutory defect remedy.

11 Repair and Replacement Parts

SCOOTNGO may use new, refurbished, remanufactured, or functionally equivalent parts where lawful and suitable to restore conformity. A refurbished scooter, different model or material specification change requires the customer’s agreement where required by law.

Under this voluntary Limited Warranty, a replacement part is covered for the longer of 90 days from its delivery or the remaining original applicable period. A replacement scooter receives the remaining original period unless SCOOTNGO states otherwise or applicable law requires more.

Mandatory national rules on suspension, extension or renewal after repair or replacement always take priority, including applicable rules implementing the EU repair directive. Before providing a remedy, SCOOTNGO will explain the available choices and any applicable extension, and provide a written service record with relevant dates.

12 Retailers Marketplaces Used and Open Box Products

This policy covers direct purchases from the SCOOTNGO European online store. Purchases from another retailer or marketplace follow that seller’s applicable terms and mandatory consumer obligations. Any separate SCOOTNGO guarantee advertised for that purchase remains governed by its terms and applicable law.

Unless expressly stated at sale, this voluntary Limited Warranty does not apply to private resale, secondhand, salvage, auction, or unauthorised-reseller products. Open-box, demonstration, or refurbished products sold directly by SCOOTNGO receive the commercial coverage stated on the product page or sales confirmation. Their statutory rights remain unaffected; any lawful shorter period or disclosed deviation must be agreed in the form required before purchase.

13 Limitation of Liability

To the extent permitted by applicable law, SCOOTNGO does not cover loss of use, inconvenience, travel costs, rental costs, missed trips, lost income, or other incidental or consequential loss under this voluntary Limited Warranty. This does not exclude compensation or other remedies due under mandatory law.

Nothing in this policy limits liability for death or personal injury where it cannot lawfully be limited, fraud, mandatory product liability, or any other non-excludable liability. Statutory conformity rights are not limited to the voluntary periods in Section 4.

14 European Consumer Law Rights

This Limited Warranty provides additional rights. If goods do not conform to the contract, the consumer is entitled by law to remedies from the seller free of charge; those remedies are not affected by this Limited Warranty. Germany, France and Italy generally provide 2 years of statutory protection for new goods, and Spain 3 years. Other national rights, longer periods, extensions and applicable digital-element obligations remain unaffected.

SCOOTNGO will apply the burden of proof and statutory presumptions required by the relevant national law. French consumers also retain applicable protection against hidden defects. Nothing restricts mandatory consumer-law protection or the right to bring proceedings before a competent court. Non-EU destinations require separate regional policies.

The policy and more favourable warranty commitments applicable at purchase continue to apply to that order. Later changes do not retrospectively reduce rights. The applicable commercial guarantee terms will be supplied on a durable medium no later than delivery.

15 Contact Information

Warranty provider and seller: JOYMOVE TECHNOLOGY LIMITED
Address: Room I-1, 4th Floor, Phase 2,Golden Dragon Industrial Centre, 162-170 Tai Lin Pai Road, Kwai Chung, Hongkong
Email: cs@scootngo.com
Effective date: Oct 20, 2026