Service and maintenance
Having problems with your Ebike?
Fill out the form below to request service.
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Frequently asked questions
Servicing
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During your lease we provide the following services for the delivery Ebike(s).
You will receive maintenance (on request) at the GEN3 twice a year. With the GEN2+ you will receive maintenance 4x a year (on request).
Upon maintenance request, a technician from our service team will visit onsite to check and optimize your delivery Ebike(s) on the following: conditions:
- Wear and tear
- General operation
- Safety
If you need servicing and your delivery Ebike(s) cannot be repaired immediately at your location, you will receive a temporary loan Ebike from us until your delivery Ebike has been repaired at one of our major service locations.
If during maintenance it appears that parts are worn, they will be replaced within the agreement and with proper use of the delivery Ebike, with a maximum (per year) of:
- 2 sets of brake pads (GEN2+ & GEN3)
- 1 brake disc (GEN2+ & GEN3)
- 1 chain including sprocket set (GEN2+) & 1 belt including 1 pulley (sprocket) (GEN3)
- 1 set of tires (including airless inner tube for GEN3)
- 1 side stand
In the Netherlands, 24-hour service applies (reported before 18:00 via the appropriate service form, we service the following day).
In Germany and Belgium 48-hour service applies (reported before 18:00 via the appropriate service form on the website, we service within two days).
Our service team is always accessible and strive to provide servicing as quickly as possible.
Requesting service
Is your delivery Ebike due for service or maintenance? Or has it been damaged? We are always ready to help! You can request all service, maintenance and damage reports via the service form on our website. Please note: this form is not intended for reports of a stolen bike or lost keys!
You can request the following via the service form:
- A service: when something is broken on the delivery Ebike(s)
- A maintenance check: a check by our mechanics to check whether the delivery Ebike is still in the right condition
- There is damage due to a (traffic) accident
Has your delivery Ebike been stolen? Mail to service@ebike-nederland.com. Do you need new keys? Please consult the AXA Key Service. The service form is NOT intended to be completed in these cases.
For all questions related to the boxes of your delivery Ebike(s), please contact the Ebike4Delivery Sales Department. This can be done by phone or by email to: info@ebike4delivery.com.
Before completing the service form, read the service and maintenance conditions. Failure to comply with the conditions may lead to additional charges.
Do you have an urgent question or comment? Mail to service@ebike-nederland.com. Your email will be answered as soon as possible. Please note: you cannot submit service reports via this e-mail address, you can only do so via the form!
The accessibility of the service team:
Monday – Friday 08:30 – 20:00;
Saturday and Sunday from 10:00 AM to 17:00 .
Coverage
There are certain scenarios where no warranty is provided; these scenarios lead to additional charges.
Ebike4Delivery does not cover the following:
-The delivery Ebike is dirty during maintenance. To be able to perform our work properly, the Ebike must be clean. If not, a €15 cleaning cost will be charged for this.
-The Ebike is damaged by user traces (such as scratches, pits and dents) which do not hinder the functioning of the vehicle. This is unavoidable and will not be repaired.
You have damage that could have been prevented through proper use, for example:
- By riding with known damage or wear
- The delivery Ebike is used to transport people and not goods
- Loaded the delivery Ebike more heavily than permitted. The maximum load capacity is 20 kg at the front and 30 kg at the back.
- Parts such as a saddle, seat post, handles, etc. are missing (these will not be replaced free of charge).
- Someone other than the mechanics of Ebike4Delivery have messed with the e-bike.
- Possible loss of income caused by not being able to use the vehicle.
- Damage to the boxes.
- Damage to third parties.
Note! If no one is present when our technician comes to visit or if there is something wrong with the report, we are forced to pass on these costs incurred (including €75 call-out cost) to you and we will consider the service request as completed.
Accident
It may be that your delivery staff has to deal with unpleasant traffic situation and the delivery Ebike is damaged as a result. In that case, you should always immediately fill in the claim form with any third party involved and send it to info@ebike4delivery.com
Use the European Claim Form or the “Claim App” from the Play Store or App Store. Fill out both sides of the form. There is always a deductible of €250.
Please note: damage to the leased vehicle is not covered. We strongly recommend that you take liability insurance (WA) for the delivery Ebikes yourself.
Theft
It can happen that your delivery Ebike is stolen. Should this happen, you should always report this to the police immediately then send the report to info@ebike4delivery.com. The 2 original keys (not counterfeit) must be sent to the Ebike4delivery head office Bijsterhuizen 2107 6604 LE Wijchen Netherlands. It is important that you clearly indicate with your keys which delivery Ebike (frame number) it concerns and the company details of which company the 2 keys come from.
If the keys are not received or are missing after 1 working week after the declaration, the full remaining book value, including a fine of €150, will be charged. There is always a deductible of €250.
Was your delivery Ebike stolen while it was unlocked? This is not covered by the lease conditions and you are accountable for the costs for replacing or reimbursing Ebike4Delivery.
Key service
Have you lost a key to the delivery Ebike or has it been stolen? Then you can easily make a service notification via this link: Service Notification.
In the event of loss, damage or replacement of the keys, this must be reported in writing to the head office of Ebike4Delivery.
This must also be reported to the relevant lease company to which you are affiliated with.
Battery protocol
Often times the battery capacity may decrease due to incorrect charging or incorrect use of the battery. That is why there are a number of conditions attached to replacing the battery.
The battery capacity has fallen to (below) 85% after 12 months or 70% after 24 months. If this is the case, your battery will be replaced. The battery is first tested by us. We do this in accordance with the guidelines for charging the battery, such as charging the battery at room temperature. The results of this test are shared.
If the test shows that the battery has not been handled in accordance with the guidelines then you are responsible for the stagnation of the battery capacity, handling costs and shipping costs (€17.50 excl. VAT) will be charged.
If the battery is damaged by dropping, the battery must be replaced immediately due to the risk of fire. The cost of replacing the battery is at your own expense.
If the battery condition is determined to be unsafe, the battery will be confiscated. Ebike4delivery is not responsible for this. The battery will be returned to the manufacturer. The costs of replacing the battery are also at your own expense.
Self-maintenance
Doing maintenance yourself is always important! Make sure you handle your delivery Ebike properly. Below you will find do-it-yourself tips to handle your delivery Ebike:
Do not sit on the delivery Ebike when the kickstand is unfolded, they are not made for this.
- As a delivery staff, with the delivery Ebike, pedal along with the Ebike as much as possible, this increases the range.
- Always keep the tire pressure at 3.5 bar, this increases the range and reduces the risk of a flat tyre.
- Assign delivery staff one fixed delivery Ebike and battery per day; check and register these at the beginning and end of each shift.
- In cold weathers, keep the batteries indoor as much as possible.
- When removing or installing the battery, make sure the battery is turned off.
- Clean the vehicle regularly as it also represents your business image.
Report complaints and malfunctions as soon as possible via the service form; continued riding may cause unnecessary damage that is not covered by the warranty.
Lubricate the chain and the kick stand regularly: this will slow down wear or other possible problems (keep the chain clean in snow).
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