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Warranty Terms

The product is under the warranty of Roqu Mobility Technologies Industry and Trade Corporation. Malfunctions that occur in the products you have purchased within the warranty period will be repaired free of charge according to the warranty terms detailed below. Some products come in packages and packaging, and the Warranty Certificate is included in the box containing the product. If presented with the product invoice, such Warranty Certificate may be substituted.  This warranty is only available to the actual buyer of the product named in the valid purchase documents. This warranty does not cover any damage, error or defect caused by failure to follow the instructions in the product's user manual, abuse, neglect, misuse, forced intervention, accident, subletting to a third party or commercial use, alterations, modifications, improper installation, wear, operator error, water damage, off-road use, use of the product while under the influence of alcohol or similar substance, dangerous or erratic movements, use of chargers or components not intended for use with the product, improper maintenance. The warranty period starts from the date of delivery of the product to the consumer and is at least two years unless otherwise stated. In the event of a product malfunction, the time spent in repair shall be added to the warranty period.

The repair period of the product is maximum 30 working days. This period starts from the date of notification of the malfunction of the product to the service station or to the seller. If this period is exceeded, the customer may request free replacement or refund of the product.

This warranty does not cover parts that wear or tear under normal use or parts that wear out, for example, grips, tires, brakes, wheels, bearings, plastic coatings, and other wear parts. ROQU Mobility Technologies is not responsible or liable for any loss, failure or damage resulting from the use or maintenance of third-party parts or services.

ROQU Mobility Technologies has the sole authority to decide whether a product is covered by this warranty for repair and/or parts. Determining whether there is a user error in malfunctions; service stations, and in cases where there is no service station, is determined by a report issued by the seller company. Under no circumstances shall ROQU Mobility Technologies be held responsible to the extent permitted by law for any damage arising directly, indirectly, or directly from the sale, use, operation, or inability to use the products.

Lithium-ion batteries require regular charging and careful handling to maintain good health and optimum performance. To protect your battery, please refer to the User Manual. It contains information on how and when to charge your battery and the storage conditions of your scooter. Failure to follow these instructions may void the warranty.

ROQU Mobility Technologies only accepts warranty claims made with a valid proof of purchase. For any warranty related questions, please contact support@roqumobility.com.

Warranty Claim Processing

If you have a problem with your ROQU Mobility Technologies product, please contact us via support@roqumobility.com . You will be asked to provide images of the problem areas. In the first instance, it will be sufficient to send photos or videos of the product or component, together with a valid proof of purchase and the Scooter's serial number. A ROQU Mobility Technologies technician will then evaluate the request and advise you on the next steps. Depending on the need, you may be asked to send part or all the components for further testing or inspection.

If damaged parts are assessed and found to be damaged or defective through no fault of the user, replacement parts will be provided as soon as possible. Verbal or written support will be provided in replacing the part. Depending to the extent of the problem, we may ask you to send the complete product back to us for repair.

If it is not possible to repair the product or replace a defective part, a replacement insert may be provided at the discretion of ROQU Mobility Technologies. In this case, the original warranty will apply from the date of original purchase.

If any of the parts sent to you were damaged during shipping, please contact the company immediately via support@roqumobility.com . After the first six months from the original purchase date, you will need to demonstrate that the defect existed at the time of purchase.

The warranty period begins from the date of delivery of the product to the consumer. In the event of a product malfunction, the time spent on repair is added to the warranty period. The warranty is non-transferable; therefore, a warranty service is not provided for second-hand ROQU Mobility Technologies products or gift items. Parts damaged by the user are not covered by this warranty. Third-party services or spare parts expenses will not be covered unless repair or replacement is pre-approved.

Customer is responsible for all shipping charges for any damaged or defective product or component. ROQU Mobility Technologies is not responsible for any damage caused by improper packaging or transportation by the buyer. Periodic maintenance must be performed on the dates specified in the warranty document. (Subject to a fee.) Failures that will occur if periodic maintenance is not performed are not covered by the warranty.

In case of any intervention to the Product other than authorized service during the warranty period, the Product shall be out of the scope of warranty.

Limited Warranty

This warranty is valid for the original owner from the date of purchase and is limited to the countries specified in the original sales order and covers only the original country of purchase.

E-Scooters

ROQU Mobility Technologies E-Scooters are covered by a limited warranty valid for two years. The warranty covers manufacturing defects in materials or workmanship of the main body, handlebars, platform, wye branch and charger.

What is not covered by the Guarantee?

The warranty does not cover wear and tear or parts that wear out or parts that may be consumed, such as the items listed below:

  • Tires

  • Pullers

  • Rubber Foot Mats

  • Bearings

  • Buttons

  • Support Legs

  • Brakes

  • Brake Pads

  • Cables

  • Plastic Coatings

  • Paint

 

Warranty Exclusions:

  • The part offered for repair or maintenance will not be considered a consumable item or covered under warranty.

  • If parts offered for repair or maintenance show signs of misuse (such as off-road use, improper maintenance or storage, accident damage, or applications contrary to the instructions provided in the manual), they will not be included in the warranty coverage.

  • The scooter will not be covered by the warranty if the incident is caused by damage to the scooter as a result of an accident or intentional damage.

  • Maintenance and interventions made outside the authorized service station will not be included in the warranty.

  • The product will not be included in the scope of warranty if the serial number on the warranty certificate / product is removed or distorted in the changes made on the warranty certificate.

  • If the condition is claimed to repair normal wear, surface, or cosmetic damage, it will not be covered under warranty.

  • All scooters have an IP rating of IP54 or higher. However, this warranty does not cover damage caused by water ingress. Riding in soaking rain, driving through deep puddles, high pressure washing, immersion, prolonged use in the rain or exposure to water will not be covered by the warranty. No warranty is provided for corrosion damage caused by water/moisture contact.

Batteries

ROQU Mobility Technologies E-Scooter batteries are covered by a limited 1-year warranty for battery failures and manufacturing defects. This warranty does not cover deterioration of the battery's performance.

 

Summary of Scope

  • Warranty Period: 2 Years

    • Parts Covered - Manufacturing defects: Main body, Handlebar, Platform, Wye Branch, Charger

  • Warranty Period: 1 Year

    • Parts Covered - Manufacturing defects and malfunctions:Control Panel, Motor, Manufacturing defects and failures: Battery, Controller, and other electronics.

 

Optional Rights under the Law No. 6502 on the Protection of Consumers

In case the Product is defective, the Buyer has the following optional rights;

a) Returning from the contract by declaring that he/she is ready to return the sold goods,

b) Retaining the sold goods and requesting a discount from the sale price in proportion to the defect,

c) If it does not require an excessive expense, to request the repair of the sold item free of charge at the seller's expense,

ç) If possible, request the replacement of the goods sold with a defect-free equivalent.

Dispute Resolution

In the implementation of the Agreement, the Consumer Arbitration Committees and Consumer Courts in the place where the Buyer purchases the Product / Service and where the Buyer resides are authorized in accordance with the values announced by the Ministry.

 

Kind regards,

ROQU MOBİLİTE TEKNOLOJİLERİ SAN. VE TİC. A.Ş.

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