Warranty Structure

Our warranty coverage is split into two different components and depending on the scooter:

  1. 12-month limited warranty coverage against manufacturing defects
  2. 24-month Apollo protection plan for wear and tear 

Together, the limited warranty and our protection plan ensure owning a scooter is a smooth and easy process. In the odd event that issues do occur, we designed these policies to be generous and support our customers in getting the necessary help as quickly as possible. Please read on for further details.

 

The following are covered under 12 month warranty:

- Apollo Air (all variants), Light, City, Explore, Ghost, Pro (all variants), Phantom, Ultra

- Mercane WideWheel 2020

 

The following are covered under the 24-month Apollo protection plan:

- Apollo Air (all variants), Light, City, Explore, Ghost, Pro (all variants), Phantom, Ultra

 

Note: The Mercane WideWheel is not covered under the 24 month Apollo protection plan, but the 12 month warranty. 

 

12 Month Limited Warranty

Warranty Scope & Eligibility

All Apollo Scooters (“scooters”), are covered with a limited warranty against manufacturing defects for a period of one year (12 months), starting on the day the scooter is received by the customer. This limited warranty coverage is only applicable in the following conditions:

  • Only the original purchaser (name listed on the shipping address) is entitled to the limited warranty coverage which commences on the day the scooter is received by the customer. The warranty period is terminated on the first day of the second year of ownership, or when the scooter is resold or transferred to another individual (warranty is by no means transferable under any circumstances).
  • The limited warranty is only applicable to the list of covered components, which includes the following:
    • Lithium ion battery
    • Frame
    • Scooter stem
    • Controller
    • Handlebar
    • LED lights
    • Motor and motor hub
    • Throttle
    • LCD display and wiring
  • The warranty is applicable for the following components only if defects are reported within the first 30 days or 10KM of use (whichever comes first):
    • Rims
    • Brake callipers
    • Brake discs
    • Kickstands
    • Forks

If the defect is not reported within this period, the components will not be covered by warranty. Instead, customers will be able to purchase spare parts at wholesale price and will be required to cover any associated shipping expenses.

Any defect report must include an image or video, proving the existence of the defect. When a defective component is reported and the Apollo engineering team validates the existence of the defect, Apollo will, in its sole discretion, either: 

  • Repair the defective component at an Apollo service centre (labour included)
  • Replace the defective component with a new component (free shipping and part included)

IT REMAINS THE SOLE DISCRETION OF THE APOLLO ENGINEERING TEAM TO DETERMINE WHETHER THE CORE COMPONENT OR SCOOTER ARE DEFECTIVE AND IF THEY ARE COVERED BY THE LIMITED WARRANTY.

Limited Warranty does not cover the following: 

  • Normal wear and tear of any covered component
  • The cost or shipping of another scooter box (owners responsibility to keep the original box or purchase a new box if needed due to replacement or repair)
  • Damage or defects caused by negligence, improper assembly, modifications, accidents, misuse, improper tools, acts of god, failure to follow user manual/set up guides, water damage, improper cleaning solutions, improper maintenance (storage during winter for example), extreme/stunt driving, commercial use, unauthorized accessories, upgrades not sold by Apollo
  • Accessories or upgrades
  • Screws, loss of screws, stripped screws due to over forcing
  • Battery failures due to water damage, improper charging, power surges, after market chargers or lack of proper winter storage (75% battery capacity in room temperature)
  • Unauthorized service centre repairs or parts will not be covered if damage, failure or loss occurs
  • Any refunds or incurred costs such as Uber rides, public transportation, loss of time, consequential, special, punitive or incidental loss, damage to personal property
  • Any product rusting, blemishes, loss of colour due to sun exposure over time of usage
  • Any orders that have received a chargeback and that are currently under investigation (until the resolution is solved, warranty will be voided)

Additionally,  please note that any forms of harassment or aggression towards Apollo staff or Apollo certified technicians will not be tolerated and may result in your warranty being voided.

Claims Process

APOLLO WILL NOT PROCEED WITH ASSISTANCE UNDER THE LIMITED WARRANTY WITHOUT RECEIVING A VIDEO OR IMAGE SHOWING THE CLAIMED DEFECT FIRST.

In order to effectively help you get the repair or replacement part needed, you must do the following:

  1. Submit a repair request here. Our engineering team will review it and get back to you within one business day.
  2. If the engineering team determines the component is in fact defective and needs replacement, they will send you the replacement part and written/video instructions on how to repair or replace the component.

If you do not feel comfortable or do not have the time to do the repair yourself, you may use one of our repair centres (labour will be free of charge). However, the customer will be responsible for the shipping cost, taxes and obtaining a scooter box if not still in possession of it. Customers may also deliver the scooter to the repair centre themselves if desired. Contact us to identify the location centre nearest to you.

To be clear, if your scooter faces a manufacturing defect after 30 days or 10km (whichever comes first), Apollo will not replace the scooter with a new unit. Rest assured that Apollo will cover the parts and provide instructions to get this back to safe/riding condition, but replacing the entire unit will not be an option.

THE SOLUTIONS ABOVE ARE APOLLO’S SOLE AND EXCLUSIVE REMEDIES FOR ANY MANUFACTURE CLAIM ON LIMITED WARRANTY. APOLLO IS NOT LIABLE FOR ANY DAMAGES OR LOSSES DURING THIS PROCESS, DIRECTLY OR INDIRECTLY.

Damage During Shipping

Apollo offers the option to purchase additional shipping insurance to cover the value of your scooter in transit. Without that shipping insurance, any loss or damage during shipping is at the responsibility of the customer. Apollo can assist with opening a claim against the courier for up to $100. If shipping insurance is purchased and the scooter arrives damaged, Apollo will be able to replace your unit (upon verification from the customer support and engineering teams).

If your scooter does arrive damaged, please contact Apollo and provide any images, documentation and proof within 10 days of receipt by submitting this form.

It is the customers responsibility to inspect the scooter for any damage upon receipt and to reach out to Apollo immediately.

Apollo Protection Plan

Protection Plan Scope & Terms:

All Apollo Scooters ("scooters”) purchased directly from Apollo are covered by the Apollo Protection Plan against wear & tear issues for a period of two years (24 months), starting on the day the scooter is received by the customer. This protection plan coverage is only applicable in the following circumstances:

  • Apollo Protection Plan only covers the following components:
    • Brake pads
    • Inner tubes and tires
    • Fenders
  • The components are free of charge, however the customer is responsible for the shipping charge ($20US or $25CAD)
  • Customers are limited to 2 inner tubes or tires per month and 2 brake pad sets every 500KM
  • The shipping fee is waived if a flat tire, tire defect or faulty brake pads are detected and reported in the first 30 days of receipt or first 10km of usage (whichever occurs first)
  • Only the original purchaser (name listed on the shipping address) is entitled to the limited warranty coverage which commences on the day the scooter is received by the customer. The protection plan period is terminated when the product exceeds the 24 month period, is resold or transferred to another individual (protection plan is by no means transferable under any circumstances)
  • Any Apollo scooter purchased from one our retail partners will not be eligible for the Apollo Protection Plan coverage

Owner's Responsibility:

As a purchaser and owner of an electric scooter, we ask that all customers do their due diligence before purchasing a scooter to understand the maintenance needs required for these machines. Electric scooters will always require tightening screws, cleaning to avoid rust and squeaky brakes, proper winter storage. Our A-Team is always here to help if you have any questions regarding maintenance - we always rather you ask than try it yourself. We also kindly ask to always keep your scooter box with you (you may need a repair or maintenance in the future and boxes are expensive to ship).

If any portion of your order is missing or not correct (a missing accessory or incorrect scooter sent), please message our team within the first 14 business days of receipt to get a free replacement. Disclaimer: Important to note, if the accessory or scooter is used within those 14 business days, Apollo will not be able to exchange the product for you but offer a refund to match the items received. For any questions or comments, our team is always here and happy to help (support@apolloscooters.co).

Summary

 

30 Days or 10km (whichever comes first)

1- 12 Months

12- 24 Months

24+ Months

Limited Warranty

Free

Free

Customer pays shipping + retail cost of part

Customer pays shipping + retail cost of part

Apollo Protection Plan

Free

Customer pays shipping

Customer pays shipping

Customer pays shipping + retail cost of part

 

FAQs

  • When does this warranty policy take effect?

As of December 2020.

  • What happens if I purchased my scooter before December 2020?

The same warranty and coverage plan above will apply and take care. For example, you’ll now have access to free wear and tear parts, but just have to pay for the shipping. Conditions apply and are detailed above.

  • I’ve paid for my wear and tear parts before December, can I reclaim the cost?

Unfortunately not. This new policy starts December 2020 and any purchases made before this date are not refundable.

  • Why is the Mercane not covered under the Apollo 24 month protection plan?

Apollo is the exclusive distributor or Mercane in Canada and being a distributor, Apollo does not have access to parts at cost (as compared to our own line of Apollo produced scooters). The parts for the Mercane will still be at cost + shipping, with no profit margin or mark-up on them.

 

 

 

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