PRINCIPLES OF GUARANTEE AND WARRANTY

General terms and conditions

The commercial warranty period is calculated from the date of delivery of the goods, unless the warranty conditions state otherwise.

The maintenance intervals specified in the product manual must be observed. The warranty may be void if incorrect or neglected maintenance has caused or significantly contributed to the defect. Statutory warranty rights remain unaffected.

All complaints must first be reported to Mapfour's after-sales team (aftersales@mapfour.com). During the valid warranty period, parts which, in Mapfour's reasonable inspection, show a design and/or other defect will be repaired, refunded or replaced in accordance with this warranty.

Mapfour may reject claims arising from unauthorised repairs if the repair caused or significantly contributed to the defect. Statutory rights remain unaffected.

Damage caused by unusual or improper use, for example traffic accidents, unauthorised modifications, incorrect assembly/installation or lack of maintenance, is not covered by the voluntary warranty, provided these circumstances were the cause of the defect or contributed significantly to it.

Liability for wear parts under the voluntary warranty is limited to the usual service life as specified by the manufacturer. Normal wear and tear is not covered by the warranty.

Motor and control unit: 2 years or 10,000 km. Battery: 2 years or 500 charging cycles at less than 70% capacity, provided these values are confirmed in the product documentation.

The voluntary Mapfour warranty generally applies only to the original purchaser and is not transferable. The consumer's statutory rights against the seller remain unaffected.

Important distinction: statutory warranty and voluntary warranty

The following information refers exclusively to the additional, voluntary manufacturer's warranty of the Mapfour brand. The consumer's statutory warranty rights, in particular the rights in case of defects according to German law and the mandatory EU consumer law, remain unaffected and are not limited by this warranty.

Consumers can assert statutory rights against the seller. These rights exist independently of any voluntary manufacturer's warranty and are free of charge to the consumer.

Warranty scope

Some products distributed by Mapfour may have an extended warranty period. This is stated in the user manual and is binding for Mapfour.

Procedure in case of a warranty claim

Step 1 - Preparing the customer claim

The customer checks if their issue falls under the general warranty conditions and exclusions at https://mapfour.com/en/pages/warranty. The customer must provide the following information:

Serial number / Frame number;

Original proof of purchase;

Description of the defect and the result of an initial inspection;

Photos/videos as proof of the defect;

Summary of a preliminary technical diagnosis, if available.

Step 2 - Contact a local dealer

The customer contacts the local dealer where the e-bike was purchased and submits the warranty claim with the above-mentioned data. Alternatively, another dealer or service point can be selected via the Mapfour map.

Step 3 - Online purchase or no local service partner

If the e-bike was purchased online or there is no service partner nearby, the customer should contact Mapfour via aftersales@mapfour.com or via the contact form and provide the above information.

Step 4 - Mapfour's decision

Mapfour can:

approve a repair;

offer a refund, provide replacement parts or propose another solution;

request additional information or assistance with troubleshooting;

reject the warranty claim if the warranty conditions are not met.

Mapfour may request that defective parts be returned for inspection. The consumer's statutory rights remain unaffected.

Step 5 - Repair carried out by the dealer

The dealer carries out the repair using original parts and according to Mapfour's instructions.

Step 6 - Completion of the claim

The dealer submits the final documentation, including the time spent and the parts used.