Apollo Australia Servicing & Support Center

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 (includes the stem and the deck). 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.
   
  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 and shipping charges

• 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.

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.
 
More information about Apollo Certified Shops and their rates can be found at the bottom of this page:
 
Australia 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. The customer will be responsible for labour fees.
 
The same exclusions as Apollo’s Limited Warranty apply to all spare parts and upgrade kits.

For defects that occur 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, 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.

 
Apollo Limited Warranty does not cover the following:
 

• Normal wear and tear of any covered component

• The cost of shipping to and from Certified Shops and any other associated shipping costs

• 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 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 email our team. You can do so at the bottom of this page.

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 below 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.