product Warranty


 

At Karbon Kinetics Ltd, we are passionate about performance and serious about support.

 

Consumer Law

European Union consumer law provides up to two (2) years of protection relating to faulty products. For further information on rights provided under consumer law within Europe, please click here. Where appropriate, claims under warranty will only be valid with proof/date of purchase of KKL products through an approved reseller and for the original owner only. For details on warranty coverage and claims, please refer to Section 11 of the Terms of Sale.

 

Intended Use and Specification

Gocycle is an electric bicycle developed in accordance with the requirements outlined in the City Bicycle Standard EN 14764:2005 and the Electric Bicycle Standard EN 15194 and is intended as a power-assisted bicycle for sensible use by physically competent consumers.

Gocycle products have been developed and designed for commuting usage and/or simple riding in fair weather, at speeds relevant to safe and appropriate travel in an urban or suburban environment and in accordance with KKL’s published guidelines, including but not limited to information contained in technical specifications, Gocycle Owner’s Manual, Assembly and Operation Guides, service communications and media accessible from www.gocycle.com.

 

End User Responsibility

The end user must acknowledge and act on the advice and recommendations published by KKL, including but not limited to information contained in technical specifications, Gocycle Owner’s Manual, Assembly and Operation Guides, service communications and media accessible from www.gocycle.com. The end user agrees to register with KKL through online registration at Registration section before first usage or agrees to visit Safety section no less than every three months from first usage.

 

Obtaining Repair Services for a Fault

Before you can process a claim, you must register your Gocycle product with KKL through online registration at Registration section. KKL will reference this registration information when you require support.

Before providing repair service, KKL or authorised reseller may require you to provide proof of purchase details and may ask you to respond to questions designed to assist with diagnosing potential issues. KKL or authorised reseller will provide instructions for the procedures for obtaining service.

From time to time, KKL will publish information to rectify known issues. Before seeking repair service, you should make contact with your point of sale, be it KKL or authorised Gocycle reseller.

You must submit any claim arising from a faulty product within two (2) months of its discovery.

You should make available when requested proof of purchase, the Gocycle frame number and/or order number and a description of the problem. On satisfactory receipt of the requirements, a Gocycle agent will work with you in an attempt to diagnose and resolve the issue.

If after seeking support from the seller your Gocycle product is still not functioning as specified, a KKL representative will determine whether your Gocycle product requires service and how KKL will provide this service.

Claims for the following will not be valid:

  1. Consumable parts where service life will vary widely depending on usage. These include batteries, tyres, inner tubes, brake pads, brake hoses, brake fluid, pedals, chain and drive components and handlebar grips. Your warranty will not cover these products unless failure has occurred due to a defect in materials or workmanship.
  2. Cosmetic damage, including but not limited to scratches and dents.
  3. Damage caused by use with another product.
  4. Damage caused by accident, abuse, neglect, liquid contact, fire, earthquake or other external cause.
  5. Any damage, failure or loss caused by misuse or operating the Gocycle product outside KKL’s published guidelines.
  6. Damage caused by service by anyone who is not a representative of KKL or a Gocycle Service Provider (“GSP”).
  7. A Gocycle product that has been modified to alter functionality or capability without the written permission of KKL.
  8. Defects caused by normal wear and tear including corrosion, rust, hairline cracks in paint, chips in paint, water damage, the results of fatigue. Fatigue damage is a symptom of the frame or component being worn through normal use. It is the owner’s responsibility to inspect his/her Gocycle in accordance with responsible practice and the published recommendations outlined in the Gocycle Owner’s Manual.
  9. Any Gocycle if the frame number has been removed or defaced from the Gocycle product.

 

Service Options

KKL provides service through its network of Gocycle resellers. In the event that you require service or repair of a KKL product, please contact the Gocycle reseller from which you purchased the product. Depending on the complexity of service required, a reseller may elect to send your Gocycle product to a Gocycle Service Centre location. Upon completion of the service of your Gocycle product, you will be notified, at which time you may collect the product as soon as is feasible.

If you elect to repair a defective product yourself, use the services of a non-approved service agent, or if you use a replacement part not supplied by KKL, KKL will not be liable for any damage, failure, repair costs or loss caused by the use of such unauthorised service or parts.

KKL will have the option to repair or replace (with new or reconditioned parts of the same or similar specification), at no charge, a defective product, or repay the amount equal to the purchase price of the product. KKL may elect to simultaneously replace non-defective parts that are part of a sub-assembly that contains the defective component. Any replaced components, parts or accessories will become the property of KKL. In the event KKL elects to replace a defective frame, a new frame of equal or greater value will be provided. The new frame may not be the exact model purchased.

Visit a local dealer

Protect your ride with the most in-depth service plan the e-bike industry has to offer.

The plan covers your bike for all its annual milestone services which are essential for preventing the impacts of wear and tear from daily usage. All services are completed at our global Service Hubs by our expert Gocycle technicians who will ensure your bike leaves operating at its peak performance. You can pay on a monthly basis with a 12-month minimum commitment or pay annually at a 10% discount.

Annual Service

All milestone servicing costs for the year included.

Priority Service

7-day fast track on annual service and repairs outside of the plan.

Minor Parts Replacement

Free of charge replacement of selected minor wear parts.

Exclusive Οffers

5% discount on parts and repairs outside of warranty.

Valet Clean

Full clean at each service.

Free Firmware Updates

All firmware and system updates included as standard.

terms & conditions

Gocycle Premium Service Plan Overview

 

Within two years of the original purchase of a new Gocycle, you may purchase and subscribe to a Gocycle Service Plan, which covers Servicing of your Gocycle for the purpose of preventative maintenance caused by normal usage of your bike as described in more detail below. A Gocycle Service Plan does not cover damage to your Gocycle related to crashes or theft, misuse, vandalism, or any other damage to your bike caused by you or others. By subscribing to this service, you may book service appointments, aligned to the Service Intervals described below, within the period in which the Subscription is live, as long as the Service Interval milestones have been reached. These Terms and Conditions apply to Gocycle Service Plan purchasers, and do not supersede or take the place of any of the General Terms & Conditions.

 

What is Included in the Plan

 

  • Fast-Lane Servicing with a Service Turnaround from point of Arrival at one of our Gocycle Servicing Hubs to time of Shipping from one of our hubs of 7 Calendar days (Public Holidays not included) – If you would like to collect from us then that can also be arranged
    • If we fail to meet the servicing turnaround time for any reason we will refund 1 month of value of the Servicing plan: 30(£/€/$)
  • A full external and internal visual inspection of the Gocycle, with a thorough diagnostic review inside-and-out, including the Clean Drive
  • A Scaling in-depth Servicing process which matches usage and timeline of the Gocycle being owned, becoming more detailed and reflective of the needs of you and your Gocycle as you add Miles and Time goes by
  • Firmware Updates and System Updates are included as standard
  • Replacement of all effected Warranty parts as would be expected
  • A 5% discount on any parts needing to be replaced that are outside of Warranty – or that are not included in Warranty as standard
  • Valet Cleaning at each Service, maintaining a high quality look and feel 
  • Free of Charge Replacement of minor wear parts such as Brake Pads, plus a Brake Diagnosis and Brake-Line fluid replacement to maintain that highest standard of responsiveness at every service, Suspension Elastomer checks and replacements from Service 2 Onwards, and Kickstand Ball Replacements from Service 3 Onwards (For all of these free of charge replacements – only applicable if deemed as required by our Expert Servicing Technicians)

 

Who can Take Advantage of this Plan

 

A Gocycle Service Plan is available to anyone buying a Gocycle new from our web store, and any existing customer who has purchased a Gocycle as New within the last 2 years, whether it be direct from Gocycle or from an Approved 3rd Party Supplier. The plan will be available to purchase at point of Sale of a new Gocycle through our web store, or it is able to be added from our Servicing Plan web page.

The plan sign-up is for a minimum 12 month period. Any future exclusive offers or opportunities that apply to multiple years of holding a Servicing Plan will only be applicable based on a plan being held continuously for the period specified. Any stoppage of the plan after a year resets the next time a plan is set-up to Year 1.

If you are purchasing a used Gocycle, and that Gocycle has been under a Gocycle Service Plan, you may contact Gocycle to determine if the Gocycle is still eligible for a Gocycle Service Plan with a new owner. If the Gocycle has been well-maintained from the perspective of our service records, Gocycle will permit the continuation of a Gocycle Service Plan with a new owner . If eligible, You must purchase a service plan within 30 days of registering your ownership on the Gocycle Connect App.

 

Not Included in the Plan

 

The Gocycle Service Plan does not include repairs or replacement of any parts or accessories, regardless of if they are in or out of Warranty, if the need for repair or replacement is due to:

Any damage incurred from flat or punctured tires, accidents or incidents, vandalism, submersion in water, or damage by You or any other party, general repair or replacement of parts that fall out of the warranty period, or shipping costs to and from service locations.

Malfunctions from Software misuse, third party applications, any virus or malware, whether or not this was downloaded by You or any third party.

The use of, or installation of, any other non-OEM original Gocycle parts/accessories;

Routine servicing or repairs by anyone not authorized by Gocycle

Costs suffered by You as a result of not being able to use the bicycle, or any costs other than the replacement of the bicycle.

Gocycle Engineering Service Technicians reserve the right to define what work and parts need replacing during Servicing.

Gocycle reserves the right to define which maintenance checks which can be conducted by the Customer themselves outside of this plan. In the event of any self-maintenance, the Customer agrees to use original Gocycle parts during any maintenance completed as to avoid not being entitled to the benefits of the Gocycle Service. If the Customer is not able to prove the maintenance has been performed or any damage is incurred due to the use of non-approved Gocycle parts or accessories, Gocycle reserves the right to refuse to honour the plan, and invoice the Customer for the costs incurred by Gocycle as a result of the incorrect maintenance.

Fair-use of the Product is detailed in the General Terms & Conditions.

 

Where is the Plan Available

 

Anywhere globally – Shipping arrangements and costs are the customers responsibility, unless stated otherwise, including any Duties or VAT applicable

The Gocycle Service Plan is Linked to the Frame Number of your Gocycle and is applicable to that Gocycle only.

 

Purchasing the Plan

 

In order to use this Gocycle Service Plan, You will need to purchase the plan from the Web Store, and establish and maintain an Account in the Gocycle Support system. To be able to offer You the Gocycle Service Plan, we need to process personal data as detailed in the General Terms and Conditions, or as noted the Gocycle Terms of Sale (https://gocycle.com/terms-of-sale/).

 

Servicing Locations and the Purchase Relationship

 

The Gocycle Service Plan is purchased in a direct relationship with Gocycle, and the Services covered under the plan are not able to be completed via Customer Self-Maintenance or via any Reseller. The Service can only be completed at a Gocycle location, at pre-determined Gocycle Service Intervals. For servicing and shipping purposes Gocycle currently has direct Servicing Hubs in the following locations which can complete this Service:

Chessington, UK

Amsterdam, NL

Amherst, NH, USA

Wayzata, MN, USA

The customer is free to ship to any of these locations, at their own cost, from anywhere globally. All shipping arrangements and costs, including any Duties and Taxes, are the responsibility of the Customer unless explicitly stated otherwise.

 

When are my Service Intervals Due

 

Annually or every 2,000miles (3,200km) – whichever comes first, but for no extra cost should you be a super-user needing more than one service annually.

 

Service Intervals Included in the Plan

 

Initial Service: The 100 Mile Service, if brought in directly to Gocycle – However, this Service Interval is also able to be completed by a Gocycle Approved Reseller at any cost to the customer this incurs, and undertaking this Service by any means outside of Gocycle will not impact the continuation of this plan

“Annual” Service Interval: 1 Service for every Year the Gocycle has been owned OR* every 2,000 miles (3,200km) of usage of the Gocycle as recorded via Your Gocycle's internal system and proven to Gocycle via a Log Upload from the Gocycle app.

 

Service Intervals Not Included in the Plan

 

500 Mile Visual Inspection   

Also not included: Any other General Repairs which occur outside of the agreed Service Intervals incurred for any reason.

 

The Servicing & Maintenance Activities Included in the Plan

 

Overview of General Activities Completed by the Gocycle Engineering Service Technician as part of the Service being Completed at each Service Interval - the example below is as of the Gocycle Premium Service Plan:

Service 1 – 1 Year / 2,000Miles (3,200km):

  • Full Visual Inspection
  • Hub Cones, Bearings & Wheels Check
  • Full Cleandrive Internal Inspection
  • Chain & Cable Checks
  • Torque Checks
  • All Brake Pads Replaced
  • Pedal Movement Check
  • Latch & Kickstand Check
  • Handlebar and Grip Check
  • Brake Bleed & Fluid Change
  • Rectification of any items Warranty
  • Report on any other items
  • All Tech Bulletin Items Rectified
  • Firmware Update

Service 2 – 2 Year / 4,000Miles (6,400km):

  • All Service 1 Activities +
  • Inspect Rear Hub Bearings
  • Replace Suspension Elastomer
  • Kickstand Adjustment
  • Gearbox Grease Replacement
  • Detailed Motor Drive Bearings Inspection
  • In-Depth Wheel Detail Inspection for any cracks or damages
  • Firmware Update

Service 3 – 3 Year / 6,000Miles (8,600km):

  • All Service 1 & 2 Activities +
  • Battery Discharge Check
  • Frame Hinge Bushes Inspected
  • Hold Pins inspected
  • Stem Adjuster Bushes Inspected
  • Kickstand Ball Replacement

Service 4 – 4 Year / 8,000Miles (10,800km):

  • All Service 1, 2 & 3 Activities +
  • Headset Bearing Inspection
  • O-Rings on Brakes Replaced
  • O-Rings on Calipers Replaced
  • Brake Levers Replaced

Service 5 – 5 Year / 10,000Miles (13,000km) Onwards:

  • All Service 1, 2, 3 & 4 Activities +
  • Full in-depth battery check and testing – consultation on Battery Replacement options
  • Front Disk Replacement

 

Priority Servicing & Repair

 

Whilst a Gocycle Service Plan is live Gocycle endeavours to complete the Servicing of your Gocycle, at the Service Intervals described, within 7 Calendar Days of the Gocycle Arriving at the Gocycle Servicing Hub. The day of Arrival is classified as Day 0, and then the Gocycle must be shipped, or Ready for Collection, on or before Day 7 from the day of Arrival. Should Gocycle fail to meet this timeline, due to reasons internal to Gocycle and outside of the control of the customer, Gocycle will refund 1 months value of the Gocycle Service Plan back to the Customer at the retail Subscription value of 1 month. This is not applicable if the ability to complete the Servicing within this timeline is impacted by activities within the Customers control, for example, including but not limited to, not responding to, or delaying via not directly answering queries from the Gocycle team, not responding to or delaying the arrangements for the approval of non-Warranty repairs, or shipping or collection of the Gocycle, not responding to or delaying payment of approved repairs due to Gocycle in order to complete any required repairs on the Gocycle.       

If your Gocycle needs to return to a Gocycle Service Hub for any repairs outside of the standard Service Intervals detailed, then Gocycle will also endeavour to prioritize any Customers Gocycle who is on the Gocycle Service Plan, meaning that the Gocycle will jump the queue into a Priority Queue with other Plan users, and Gocycle will apply the 7 day timeline to these repairs also. In these instances Gocycle will inform the customer if it is not possible to meet the 7 Calendar Day timeline due to the level of repair being outside of the possibility of meeting this timeline for any reason, and therefore will not then refund a month of subscription costs if the timeline is not met. If Gocycle fails to inform the Customer of it not being possible for the timeline to be met, and the repair then takes longer than 7 days, Gocycle will refund 1 months value of the Gocycle Service Plan back to the Customer at the retail Subscription value of 1 month.

 

Booking An Appointment

 

You book a Service Interval appointment via the Gocycle Support pages accessed via the Gocycle Website Support pages (https://gocycle.zendesk.com/hc/), by contacting Gocycle’s Customer Service Team and requesting the desired date of the Servicing appointment. Once the time and date is agreed, the Customer will then be responsible for shipping the Gocycle to, and from, the nearest Gocycle location for the Service to be completed.

 

Assignment & Use of the Plan

 

The Gocycle Service Plan is linked to the Frame Number (Serial Number) of your Gocycle product, and cannot be used for any other Gocycle than the one the Gocycle Service Plan you have purchased is linked to. You may not use any other Gocycle Service Plan, permit anyone else to use Your Gocycle Service Plan, or assign or otherwise transfer any right You have under Your Gocycle Service Plan to any other person or entity.

Gocycle may permanently or temporarily terminate, suspend, or otherwise refuse to provide Gocycle Service Plan services to you for good cause, including if Gocycle determines that you violated any provision of these Terms and Conditions or if you misuse the services, the Gocycle, or any other product. In such case, Gocycle will promptly provide notice of suspension or termination to you.

 

Subscriptions

 

The Gocycle Service Plan is a one-year subscription, and you are billed annually or monthly dependent on which plan payment method You have selected. Initially the subscription will be automatically renewed for successive one-year periods except if you terminate it by sending a termination notice by e-mail not later than 7 calendar days before the date reached exactly 12 calendar months from the purchase of the subscription. Provided you have not yet benefited from the services, you may cancel your subscription within 14 days following your enrolment in the Gocycle Service Plan by notifying Gocycle in writing by email or via the Gocycle Support system.

Prices are Monthly for a Minimum 12 Month Term

The Annual payment option is one time at point of plan purchase or renewal only, and are discounted at the rates shown on the Web Store

These Terms & Conditions do not override or replace any of the standard Product Terms and Conditions which can be found online and in your owners manual.