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Apollo Scooters Limited Warranty

Apollo Scooters Limited Warranty

This policy is valid as of November 1st, 2022.

Our 12 month limited warranty ensures that owning a scooter is a smooth and easy process. In the event that issues do occur, we designed this policy to be generous and support our customers in getting the necessary help as quickly as possible. Please read on for further details.

This policy is part of our General Terms & Conditions, which you can find here:

Canada Terms and Conditions

US Terms and Conditions

All Apollo Scooters (“scooters”), are covered with a limited warranty against manufacturing defects for a period of:
 

  • ONE (1) YEAR on the original components of the scooter outlined in the chart below; and

  • 10,000 KILOMETERS on the the scooter frame. This only applies for 2023 scooter models sold after June 1st, 2023 only (“New Models”). This includes the following models:
     

  • Apollo City 2023

  • Apollo Air 2023

  • Apollo Phantom 2023
     
    All models purchased before June 1st, 2023 will still be eligible for the standard 1 YEAR warranty on the scooter frame.
     
    This policy starts on the day the scooter is received by the customer and also includes open box refurbished orders. This limited warranty coverage is only applicable in the following conditions:
     
    The scooter was purchased from Apollo directly or one of our Authorized Repair Centres. Apollo Scooters bought through our distributors are not covered by the Limited Warranty.
     
    Information regarding the original purchase (name listed on the shipping address of the associated order and order number) is required 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 from the original date of delivery.
     
    The limited warranty is applicable to the list of covered repair services, which includes the following:

  • The remaining parts of the scooter are considered wear & tear and are not included in the limited warranty as they are not manufacturing defects.

  • The 10,000 warranty on the scooter frame includes any structural damage to the frame that are considered defects in material or workmanship. The frame warranty will exclude any cosmetic damage like scratches or dents.

  • The estimated price may differ slightly across the various models and the condition of the scooter after inspection. The prices and time shown are based on a normally maintained scooter with no other complications which may cost more time and effort to repair/replace parts.

  • If the defect is not reported within the timelines above, the components will not be covered by warranty.

  • Prices are exclusive of any sales tax, shipping charges, and Apollo Ship+ Service to and from our repair centre.

  • For scooters deemed covered under the limited warranty, the costs in the above table will be waived.
    If, upon inspection, your limited warranty is deemed to be void, you will be responsible for the cost of the repair service and and components required to complete the repair.

Repair Shipping (To Apollo)

When shipping your scooter to our Apollo Repair Centre, you will need to create a return label and you will be responsible for the shipping costs. We require that you ship the scooter in the original box, or a box that is purchased from us. If you do not package the scooter correctly and it arrives damaged, you will be responsible for any additional repair costs. We strongly recommend you purchase Apollo Ship+ Service. If you choose to not purchase Ship+, we strongly recommend you insure the contents of your delivery with the courier.
 
Return Shipping (Back to customer)
 
Once your scooter is repaired, our A-Crew will create a return label and ship the scooter back to you. You will be responsible for the shipping costs. Please refer to the Return Policy for updated standard shipping costs for each scooter model.
 
Component Shipping (Covered under warranty)
 
If you feel comfortable repairing the scooter yourself, our A-Team will create a shipping label on your behalf and ship the replacement component to you. You will be responsible for the shipping costs, but the Limited Warranty will cover the cost of the replacement part.
 
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. APOLLO RESERVES THE RIGHT TO VOID THE LIMITED WARRANTY IF IT IS DEEMED THAT THE CUSTOMER BREACHED THE TERMS OF THE WARRANTY AS OUTLINED IN THE EXCLUSIONS SECTION.

You have the option to go to any Apollo Certified Shop for warranty and non-warranty repairs.
 
Certified Shops are authorized to charge their standard hourly and diagnostic rates. If the Certified Shop charges more than Apollo's rate for warranty repairs, you will be responsible for paying the difference.
 
Certified Shops are authorized to charge a Diagnostic Fee for warranty repairs, which you will be responsible for covering. If you prefer Apollo to diagnose the issue remotely, this service is free of charge. To start a remote diagnosis with our team, please submit a ticket.
 
More information about Apollo Certified Shops and their rates can be found at the bottom of these pages:
 
Canada Terms and Conditions
 
US Terms and Conditions
 

Spare parts are covered for a period ranging up to 90 days following the purchase of the product, depending on the component and the type of install.
 
Apollo will replace any component that is deemed to be defective or damaged, except in case of user error. The warranty covers the listed products and follows the terms below:
 

 
Spare parts can be assessed and found defective directly by Apollo only. For defective spare parts installed by Apollo, Apollo will cover labour for repairs within 30 days. For defective spare parts installed by the customer, Apollo will not cover labour and the customer will be responsible for labour fees.
 
The same exclusions as Apollo’s Limited Warranty apply to all spare parts and upgrade kits.

Apollo QC+ Service was launched on November 1st, 2022 and as of this date replaces the Apollo Protection Plan on all new orders as of this date. For orders placed before November 1st, 2022, please refer to the Apollo Protection Plan section.
 
For defects that occur within the first 10km or within the first 30 days (errors out of the box), customers can return the scooter for a new replacement scooter under Apollo’s free guarantee, subject to Apollo QC+ Service Terms and Conditions:
 
Apollo QC+ Service Terms and Conditions
 
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. Apollo will service the scooter under our limited warranty if it is covered.
 
If it is determined that your scooter is covered under Apollo QC+ Service, you will first need to ship the defective scooter back to Apollo before we send your replacement scooter. We will create a shipping label for you free of charge and will ship your replacement as soon as it is confirmed that the defective scooter has been shipped back to us.
 
The default resolution for accepted QC+ claims is replacement.
 
Refunds will only be offered if the same model of scooter is out of stock at the time of the claim.
 
We require that you ship the scooter in the original box and packaging. If you do not have original packaging, your scooter will not be eligible for return. If you package the scooter incorrectly and it arrives damaged, your return will not be accepted.
 
You will be required to upload an image of the QC card with your claim, as well as images and videos of the defect.

There is a QC card that comes attached to every Apollo scooter. It can be found hanging on the handlebar as shown below.
 
The QC card shows some of the most important items included in the final Apollo QC checklist and the inspector's information so that we can follow up if there are any issues.

NOTE: Apollo QC+ Service includes all components of the scooter, with the exception of specific parts including tires and inner tubes.

Protection Plan Scope & Terms:
The Apollo Protection plan is being phased out as of November 1st, 2022. The Protection Plan will be honoured for customers who purchased before November 1st, 2022. Starting on November 1st, 2024 Apollo will no longer be accepting any more claims for the Protection Plan and it will be officially phased out.
 
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)

  • The warranty is valid through the duration of the 12 months even if the scooter has been transferred/sold to another person. The current owner will however have the original order number of the said scooter to get coverage.

  • Any Apollo scooter purchased from one our retail partners will not be eligible for the Apollo Protection Plan coverage
     
    Exclusions
     
    Apollo Limited Warranty does not cover the following:
     

  • Normal wear and tear of any covered component

  • The cost of shipping to and from an Apollo repair centre and any other associated shipping costs (courier insurance, Apollo Ship+ Service)

  • The cost or shipping of another scooter box (owners responsibility to keep the original box or purchase a new box if needed for repair shipping. The original box is required for returns.)

  • 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, extreme/stunt driving, commercial use, unauthorized accessories, upgrades not sold by Apollo

  • Accessories or upgrades

  • Failure to download and install the mobile device application updates

  • Failure to perform maintenance or service at appropriate intervals as specified in the product instructions provided with the product
    Improper installation of the Phantom Upgrade Kit

  • 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
    Incurred costs for use including Uber rides or public transportation that results in loss of time, consequential, special, punitive or incidental loss, or damage to personal property

  • Any product rusting, blemishes, loss of colour due to sun exposure over time of usage, or any cosmetic damage that does not affect the performance of the scooter

  • For any orders that have received a chargeback and that are currently under investigation, the warranty will be voided until the chargeback is resolved. If a chargeback on a scooter order is resolved in the customer’s favour, the scooter becomes Apollo’s property and must be returned to Apollo. If resolved in Apollo’s favour, the customer remains its owner and warranty is reinstated.

Apollo offers the option to purchase additional Ship+ Service to cover the value of your scooter in transit.
 
If your order is lost during shipping and you purchased Apollo Ship+ Service, we will send you an open box replacement in same or better condition.
 
If your order is damaged during shipping and you purchased Apollo Ship+ Service, please refer to the Apollo Ship+ Service policies here for more information on the details of the policy and how to submit a claim.
 
If your order is lost or damaged during shipping to one of our repair centres, you assume full risk for the package Apollo will not provide any reimbursement. We strongly recommend you insure the contents of your delivery with the courier.
 
If your order is lost or damaged during shipping from one of our repair centres to you, we will do our best to coordinate with the carrier in order to recovering the scooter and find a resolution. Please contact our support team.

APOLLO WILL NOT PROCEED WITH ASSISTANCE UNDER THE LIMITED WARRANTY WITHOUT RECEIVING A VIDEO OR IMAGE SHOWING THE CLAIMED DEFECT FIRST.
 
Limited Warranty Claims
 
In order to effectively help you get the repair or replacement part needed under the limited warranty, you must do the following:
 

  1. Submit a claim by filling out the Repair Request Form or submitting a support ticket
     

  • You are required to submit the original order number along with any claim

  • You will need to include images and/or videos in your email request, proving the existence of the defect
     

  1. Use our self-service platform to create and pay for a shipping label
     
    Canada Self-Service Platform
     
    US Self-Service Platform
     

  2. When your scooter arrives at one of our Repair Centers, our team will run through an Eligibility Check to ensure that your scooter is still covered by warranty. In order to be eligible for the warranty you need to meet the following requirements:
     

  • Claim is received no more than 1 year from the scooter’s delivery date.

  • You are the original purchaser of the scooter or have the order name and name of the original purchaser.

  • You do not meet any of the list of exclusions listed above in the Exclusions section.
     

  1. If our team determines the component is in fact defective and needs replacement, your claim will be covered.
     

  2. If your scooter is brought in for repair and it is determined that the warranty is void for any reason including to but not limited to water damage, failed inspection due to abuse, or if you are not original owner, you will be responsible for any costs associated with servicing the scooter including parts and labour charges. Please refer to our terms and conditions to review the full Limited Warranty Terms and Conditions.
     
    Canada Terms and Conditions
     
    US Terms and Conditions

In order to effectively help you get a replacement scooter under Apollo QC+, you must do the following:
 

  1. Submit a claim by filling out the Apollo QC+ Service Claim Form or by submitting a support ticket
     

  • You are required to submit the original order number along with any claim

  • You will need to include images and/or videos in your email request, proving the existence of the defect
     

  1. Our team will review your claim within 24-48 hours. If our team determines the scooter component is in fact defective, your claim will be covered.
     

  2. If your claim is accepted, our team will create a shipping label for you and you will be required to send your defective scooter back to us. Once we have confirmed with the courier that you have shipped the scooter back to us, we will ship you a replacement scooter.
     
    For Apollo Protection Plan claims, submit a support ticket.
     
    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. Apollo will help you get your scooter back to safe/riding condition through one of our repair options, but replacing the entire unit will not be an option.

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, and 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). We require that you ship the scooter in the original box and packaging for returns.

Apollo Scooters has the right to amend this policy at any time.

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