Terms and Conditions of Use
Date of latest update: 26-04-2022
MATE Ebike UK Ltd.
Unit 006, Basepoint, 377-399 London Road
Camberley, GU15 3HL
Central Business Registration No. 13455560
If you have any questions about these Terms and Conditions, please contact our Customer Support through the Support button in the bottom right corner of the page or via email firstname.lastname@example.org.
We promote several of our products via crowdfunding platforms such as Indiegogo. When you choose to back any one of our campaigns on a crowdfunding platform, you also accept the platform’s terms and conditions, including the terms of payment and cancellation.
When you support one of our crowdfunding campaigns by paying a certain amount, the crowdfunding platform charges a transaction fee, which will be non-refundable. Such a fee is regarded as a third-party payment fee. At present the transaction fee at the Indiegogo platform is 8%* of the total amount.
If you choose to back any of our crowdfunding campaigns, the payment terms are regulated by the relevant crowdfunding platform.
*The amount of the refund fee can be changed without notice.
You agree that the purchase performed is a pre-order and could be subject to a delivery lead-time of 90-120 days or possibly substantially more depending on market conditions and uncertainties in today’s supply chain that are out of MATE.BIKE’s control. You understand that the delivery dates can vary and items may ship and arrive separately.
MATE.BIKE will do its best to keep you informed of the probable delivery of your order as information becomes available. It is our goal to deliver quality bikes as quickly as possible, and we constantly work with our suppliers, factories, and shipping companies to improve delivery time.
If you choose to purchase a product or service, you must designate and provide information about preferred payment methods (e.g., credit card, online payment service or any other payment method made available by MATE.BIKE).
If you are interested in quantity purchases of 10 or more, please click the “Support” button in the lower right corner
MATE X 250W is legal worldwide and road-legal in the EU according to EN15194 certification without any license.
MATE X 750W (1000W) is legal in most states in the US. However in the EU, Canada, Norway, and Switzerland, it is legal when riding on private property (not public road). If in doubt, please check your local regulations.
Mate City / MATE ICON
MATE City/City+ 250W is legal worldwide and road-legal in the EU according to EN15194 certification without any license.
MATE ICON 500W is legal in most states in the US. However in the EU, Canada, Norway, and Switzerland, it is legal when riding on private property (not public road). If in doubt, please check your local regulations.
All orders must be paid in full prior to shipment.
Payment with a credit card issued outside the EU will be subject to a fee in accordance with the surcharge from our payment gateway “Stripe”. This fee is currently: 2.9 % of the total amount + DKK 1.80, but is subject to change at the direction of “Stripe.”
Use of company credit cards are subject to payment of applicable fees.
Coupons cannot be used in conjunction with other coupons.
Delivery and Risk of Loss
MATE.BIKE ships products F.O.B. to our facilities in the US and EU. Additional terms may apply for orders outside of the US and all non-EU countries.
Last mile delivery is made with a variety of carriers, including, but not limited to, UPS, GLS, FedEX, STEP TRANSPORT, Kuehne+Naghel and TNT.
Freight costs are included in the price of the product. The price of the product will then vary according to the geographical location where the product has to be shipped to; the character, weight and size of the product.
*If a second shipment has to be done because you want to change the product received or withdraw from the purchase a fee shall be added to the initial price.
The delivery price depends on geographical location, the character of the product in question, weight, size etc. The price of transportation is stated at the time of purchase of the individual item.
In-Stock orders are typically delivered between 10 and 14 days after the purchase. Pre-orders, crowdfunding campaigns or any other special offer will have a different shipping date which will be clearly stated in the product description.
A shipping confirmation email will be sent to the email address attached to the order once the order has been prepared or shipped.
*Please note that we are unable to deliver to some geographic areas due to import restrictions, customs duties, certain domestic regulations or the like.
Delivery is made within the normal working hours (9am – 4pm) to the curb if delivered to the address. As a rule, goods are not carried higher than ground level.
We DO NOT ship to PO BOXES or APO.
For shipments outside of US and all non-EU countries, you shall be responsible for obtaining and maintaining, at its cost, all legally required approvals, licenses, permits, registrations, certifications and other documents relating to the importation of the products, and you shall be responsible for all costs and expenses relating to the products’ transit across another country’s border.
Notwithstanding anything in these Terms to the contrary, any timeframe provided by MATE.BIKE is a good faith estimate of the expected delivery date. MATE.BIKE will use commercially reasonable efforts to fill customer’s orders within the time stated but in no event shall MATE.BIKE be liable for any damages associated with MATE.BIKE inability to meet any such timeframes or deadlines.
Right of withdrawal
As a consumer you have the right to withdrawal within 14 days of receiving your purchase when you shop with MATE.BIKE
The withdrawal period expires 14 days after the day you receive the item. If you have ordered multiple items in one order but they are delivered individually, the withdrawal period will start counting from the day you received the last item.
You must, within 14 days of the receipt, notify MATE.BIKE to withdraw the purchase. Please click the support button in the lower right corner. We’ll get back to you as fast as we can. The notification must be made with a clear message that you want to use the withdrawal right. You can use the withdrawal form found at the end of this section.
You cannot cancel the order by denying receipt of the product. If you deny delivery, the cost will be deducted from the refunded amount.
Purchased but not shipped:
You will receive a full refund.
Purchased and received:
When you receive the delivery you should check that;
- The label has the correct bike listed.
If this is not the case, you must take a photo and immediately contact us and return it to the courier while obtaining the corresponding receipt. We will have the correct bike shipped thereafter.
- Any box external damage
If the box is damaged you must take pictures of it BEFORE opening it. Once opened you should also check if the bike is damaged as well. If there are damages please contact our Customer Support through the Support button in the bottom right corner of the page and attach identifying photos specific to the damage and of the bike itself. Please also file a complaint with the Courier and send us the copy (or complain ticket number) for claim purposes.
If the correct bike was received and there is no apparent external damage but you still want to return the order you must send the order back to MATE.BIKE no later than 14 days after FIRST communicating with MATE.BIKE that you wish to withdraw from the purchase and return the order.
Cost of return shipment of the bike to MATE.BIKE will be borne by you and is non refundable. You are responsible for the safe and secure return of the product. Product must be shipped in its original box or a box of the same measurements. You will bear any & all risks during the transit of the product from the time of delivery through to the return of the product to MATE.BIKE.
Prior to returning the bike, you must contact customer service to inform them of the intention. Once an agreement has been established, you must then perform the following steps :
- Fill out the Withdrawal form at MATE.Bike Withdrawal Form
- Contact the customer service department via our “Support” button located on the bottom right corner of your screen on our webpage. https://www.mate.bike
- Fill in the details on the form and click send.
*Please DO NOT initiate return WITHOUT MATE BIKE written acknowledgement. Such returns will be deemed unsuccessful
*European Business Customers (B2B), have a 12 month right of complaint. If bicycles are resold, rented or otherwise used in services or goods in the business customer’s business, the right of complaint is void.
Items exempted from the right of withdrawal:
- Special orders : any product subject to individual modifications that gives the item a unique unrepeatable character.
- Gift cards
The condition of the product when returning it
You are allowed to test the item in the same way they would in a store (to establish the nature, characteristics and functioning of the goods) but you are not entitled to put the product in real use.
Upon receipt of returned goods, MATE.BIKE will inspect the condition of the returned item based on its possible resale value and will calculate any loss of value to the returned item.
If the product’s value is diminished by the wrongful or excessive testing you can only get part of, or none of, the price reimbursed, depending on the commercial value of the product.
We recommend returning the item in the original packaging. If the original packaging is missing, it may result in a depreciation of the item value. Specifically, when returning bicycles and batteries in non-original packaging, there is a greater risk that the bicycle parts will be damaged and/or impaired.
MATE.BIKE does not receive packages that are not delivered to our premises (i.e. shipments to central postal offices are not accepted) or packages sent per cash on delivery or similar.
If you cancel your purchase, you will get your money back. In the event of a diminished value for which you are responsible, this amount will be deducted. We will also deduct third-party transaction costs such as crowdfunding platform fees, credit card fees etc. and additional costs incurred as a result of your own choice of a different form of delivery than the cheapest form of standard delivery which we offer.
If you are using your right of cancellation, we will refund your money within 14 days from the date on which we have received the returned goods.
We will make the reimbursement to the same means of payment, which you used for the original transaction, unless we have agreed otherwise.
The Danish Sale of Goods Act’s regulations regarding defects apply to the purchase of goods when you are a consumer in the EU. If you are residing outside the EU, other rules may apply.
By law you receive a 24-month legal guarantee when shopping at MATE.BIKE webshop in the EU.
If the complaint is justified, this means that you can get either the product repaired, exchanged, money back, or have a reduction of the price, depending on the specific situation.
You must notify MATE.BIKE within “reasonable time” after the discovery of the defect. If we receive a notification within two months after the defect has been found, the complaint is regarded to be timely.
If the complaint is justified, and MATE.BIKE accepts the product for return, we will refund you (reasonable) delivery costs. The goods must always be returned in proper packaging. Before a refund is made MATE.BIKE will require you a receipt for shipping costs before issuing a refund.
You may complain about the purchase by contacting our legal department at email@example.com. If we do not jointly find a solution, you can file a complaint with:
Center for Klageløsning
8800 Viborg, Denmark
Consumers residing in another EU country may file a complaint to the EU commission’s online dispute resolutions platform:
You may not make any changes in the designs or specifications for the products unless MATE.BIKE approves of such changes in writing. By doing so without MATE.BIKE permission you may lose the product warranty.
Subject to the following limitations, terms, and conditions, MATE.BIKE warrants to the original purchaser of each product, that such products when purchased new, are free of defects in materials and workmanship. This limited warranty may be exercised for a period of up to two years from the date of delivery. This limited warranty does not apply to normal wear and tear, nor to claimed defects, malfunctions or failures that result from abuse, neglect, improper assembly, improper maintenance, alteration, collision, crash, or misuse.
Warranty parts will only be shipped to the countries on MATE.BIKE’s shipping list. You must pay costs of return shipment. MATE.BIKE reserves the right to modify this limited warranty at any time, in its sole discretion.
MATE.BIKE will not replace any part without first seeing photos or video of the damaged part. We will not offer warranty service to second owners. We will not replace any part damaged by the user. We will not pay for any third party service or part replacement unless agreed upon prior to the fix. We will not pay for return shipping on any damaged or defective product or component.
MATE.BIKE will not cover any damage that may occur during shipping if the owner sets up their own shipping option or if the bike is shipped using a freight forwarder or similar service.
This warranty only applies to the original owner of the bike. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the bicycle as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. Only in extreme cases will an entire replacement bike be issued, in these cases the original bike may have to ship to the MATE.BIKE facility for inspection/repairs before a new bike is sent out. If repairs can be made, a new bike will not always be sent.
You must provide with the order number, email address or name used at the time of the purchase to prove the warranty date.
This warranty does not affect the rights granted in national consumer law.
Limited Warranty Battery - MATE.BIKE Warranty
Mate.Bike warrants to the original provider that the battery is free of defects in material and workmanship for a period of two (2) years from the date of original purchase.
The defective product will be replaced or repaired if met the following conditions:
– Within 12 months from the date of shipment of the battery, under normal conditions of use, the actual capacity of the battery should not be less than 70% of the nominal capacity.
– If the cause is caused by human factors, it is not within this time range.
– The capacity of the maintenance battery pack is greater than 70% of the nominal capacity of the defective battery.
The battery warranty does not include damage from power surges, use of improper charger, improper maintenance or other such misuse, normal wear or water damage.