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Service & maintenance

You can apply for service and maintenance through our service form on our website.

When you lease a DeliverEbike with us, you automatically choose for the included services. This attachment is a clarification of the services we, Ebike4Delivery, offer in agreement with several different leasing companies whom we work together with. Also, we indicate what we expect from the users in order to be able to provide you with the best possible service.

Which services will you receive

When leasing a bike with us, you receive either 2 or 4 maintenance appointments per year (up to maximum 10,000km per year). Here we will come to your location and check for the following:

  • Wear and tear;
  • The overall state and functions of the bike;
  • Its safety.

Moreover, with a lease contract you are covered against theft and damage, with a deductible access charge of €250. When you are in need of service and on location repairs are not an option, you will receive a loaner bike from us until your DeliverEbike is fixed.

Leasing a DeliverEbike GEN2+

With this model of the DeliverEbike the following terms and conditions apply:

  • You are entitled to request up to 4 maintenance checks per year.
  • If while checking the parts it seems the wear and tear is too much, they will be replaced as long as it is due to normal usage, with per year a maximum of:
    • 2 sets of brake pads
    • 1 brake disc
    • 1 chain including 1 gearset
    • 1 set outer tires
    • 1 kick stand
  • In The Netherlands we offer 24 hour service (before 20:00 requested service forms will have a solution within the next day).
  • In Germany and Belgium, we have a 48 hour service (before 20:00 requested service forms will have a solution within the next 2 days).

Leasing the DeliverEbike GEN3

With this model of the DeliverEbike the following terms and conditions apply:

  • You are entitled to request up to 2 maintenance checks per year
  • If while checking the parts it seems the wear and tear is too much, they will be replaced as long as it is due to normal usage, with per year a maximum of:
    • 2 sets of brake pads
    • 1 brake disc
    • 1 belt including 1 pully (gearwheel)
    • 1 set outer tires including airless innertube
    • 1 kick stand
  • In The Netherlands we offer 24 hour service (before 20:00 requested service forms will have a solution within the next day).
  • In Germany and Belgium we have a 48 hour service (before 20:00 requested service forms will have a solution within the next 2 days).

How do I request service?

To request service or maintenance, simply go to our website and fill out a service form. Please have your frame number of the bike at hand ready. The frame number can be located above the battery case and between the pedals. In case the number is not readable you may also let us know the bike number. The form allows only 1 frame number per request form. Therefore, please fill in a separate form for each bike.  

Our working hours are:

  • Daily from 09:00 – 21:00 to assist you with questions regarding breakdowns;
  • From Monday to Friday from 09:00 – 21:00 for maintenance related issues.

For question and/or concerns you can email us at service@ebike-nederland.com The email will be answered as soon as possible.

Coverage

There are certain scenarios where we have the right to refuse warranty. These scenarios may lead to additional costs. Costs relevant to the DeliverEbike are not covered when:

  • The DeliverEbike is dirty during maintenance. In order for us to perform our duties smooth and efficiently we ask that the DeliverEbike is clean upon our arrival. If this is not the case a €15 cleaning fee will be charged;
  • The DeliverEbike has user damages (ex. scratches, holes, and dents), which do not cause any impairment to the functioning of the DeliverEbike. This is unavoidable and will not be repaired;
  • There is evidence of damage which could have been avoided. For example by:
    • Continuing to ride even though there was clearly a reason to stop due to the wear and tear;
    • The DeliverEbike was used to transport people;
    • The DeliverEbike was overloaded beyond its maximum capacity. The maximum weight capacity on the front is 20 kg and 30 kg on the rear.
  • There is evidence that someone other than a certified Ebike4Delivery mechanic has attempted to repair/fix the issues;
  • Possible revenue loss, due to the inability to use the DeliverEbike;
  • There is damage to the boxes. These will only be provided once;
  • Third party damages.

Battery protocol

Often times we see that the battery capacity goes down due to the wrong method of charging or the wrong usage of the battery. Because of this we have several terms and conditions in place which are relevant to the process of replacing a battery:

  • De battery capacity may not be down to less than 85% after 12 months, or 70% after 24 months. If this is the case, then the battery shall be replaced. We will first test the battery ourselves by following the guidelines about the correct way of charging and usage, such as charging the battery at room temperature. The results of this test will be shared and dealt with accordingly.
  • If following this test, it is determined that the guidelines were not properly met, and you are personally responsible for the drainage of the battery capacity we will charge shipping and handling fees of €17,50 (excl. VAT)
  • If the battery has damage due to it falling down, it is required to be replaced immediately as the risk of fire greatly increases with this type of damage. These costs related to the replacement of a battery which has fallen will be covered by the client themselves.

Check the guidelines for the charging and usage of the battery on the page usertips

Damage (due to accident)

It can happen that rider can encounter some unpleasant traffic situations which can cause the DeliverEbike to be damaged. If this happens we urge you to fill out our damage form and include any third parties and send this to: info@ebike4delivery.com. Use the European Damage form (click to download) or the “Schade App” available in the Play Store and App Store. Fill out both sides of the form. There is deductible access charge of €250,-.

Caution: damages to third parties are not covered, but the leased object is.

Theft

It can happen that your DeliverEbike gets stolen. If this happens you are required to file a report with the police. Send our sales department the police report and both original keys (not copied) via mail to our headquarters at Kovel 11, 5431ST Cuijk. If we do not receive the keys within 1 week after the police report, or the keys are not complete, then we will charge the remaining book value of the bike, and a fee of €150. There is also always a €250 deductible access charge. 

Is the DeliverEbike stolen while it was not locked? In this situation the insurance does not cover the stolen item and the costs for the replacing the DeliverEbike will be charged to the clients account.

Key service

Have you lost a key, or have the keys been stolen? You can simply order a replacement key via the AXA Key service. Let us know that you did this by filing out our service form. If you receive replacement keys, but did not inform us about this, you are not covered against theft of your DeliverEbike.

Have you lost both keys, or were they both stolen? Request a new AXA lock, via the service form. The procedure of replacing the lock will come out of your deductible access amount.

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