INOKIM UK ONLINE CUSTOMER TERMS – SERVICE & REPAIR

Please read the following important terms and conditions before you order any repair or maintenance services and check that they contain everything which you want and nothing that you are not willing to agree to.

Summary of some of your key rights:

If there is something wrong with the services provided to you, the remedies for services will apply. If there is something wrong with your goods, the remedies for goods will apply. In practice, there may be some overlap between the remedies available to you and we will try to agree the most appropriate course of action with you.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that in most cases, you can cancel within 14 days. If you agree the services will start within this time, you may be charged for what has been provided.

Summary of some of your key rights (services):

The Consumer Rights Act 2015 says:

you can ask us to repeat or fix the services if they are not carried out with reasonable care and skill, or get some money back if we can’t fix it;

if a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable;

if a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

Summary of some of your key rights (goods):

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following:

up to 30 days: if your goods are faulty, you can get a refund;

up to six months: if it can’t be repaired or replaced, then you’re entitled to a full refund in most cases, subject to applicable deductions;

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 03454 04 05 06.

The information in this summary box summarises some of your key rights. It is not intended to replace the contract below, which you should read carefully.

This contract sets out:

  • your legal rights and responsibilities;
  • our legal rights and responsibilities; and
  • certain key information required by law.

In this contract:

  • we’, ‘us’ or ‘our’ means EMOTION MICROMOBILITY LIMITED;
  • you’ or ‘your’ means the person using our site to buy services and goods from us; and
  • services’ means repair and / or maintenance services carried out by us to your electric scooter or electric bicycle or traditional bicycle.

If you don’t understand any of this contract and want to talk to us about it, or need to contact us for any other reason, please contact us by:

  • email to info@emotionmicromobility.com. We will respond within 2 working days of receiving your email; or
  • telephone 0333 404 111 during our working hours; or
  • Messenger to the account Inokim United Kingdom; or eMotion
  • WhatsApp to the account Inokim United Kingdom or eMotion 

[Social media or other such channels are not continuously monitored and any messages through these channels may not be acted upon.]

Please note our working days and hours are Tuesday to Saturday: 10am to 5pm.

Who are we?

We are Emotion Micromobility Limited (trading as Inokim UK), a company registered in England and Wales under company number 12581616.

Our registered office is at: Unit 9, Lady Bee Enterprise Centre, Southwick, West Sussex BN42 4EG

Our VAT number is: 354 3918 83.

Our website is: www.inokim.uk

1. Introduction

1.1. If you buy services and goods from us you agree to be legally bound by this contract.

1.2. You may only buy services and goods from us for non-business reasons.

1.3. This contract is only available in English. No other languages will apply to this contract.

1.4. When buying any services and / or goods you also agree to be legally bound by:

1.4.1. our warranty terms;

1.4.2. our website terms and conditions and any documents referred to in them;

All of the above documents form part of this contract as though set out in full here.

2. Information we give you

2.1. By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:

2.1.1. click on the ‘key information’ button;

2.1.2. read the acknowledgement email (see clause 4.3); or

2.1.3. contact us using the contact details at the top of this page.

2.2. The key information we give you by law forms part of this contract (as though it is set out in full here).

2.3. If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

3. Your privacy and personal information

3.1. Our Privacy Policy is available at www.inokim.uk/privacy-policy

3.2. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

4. Ordering services and goods from us

4.1. Below, we set out how a legally binding contract between you and us is made.

4.2. You contact us by telephone or email[ or Messenger or WhatsApp], either to specify the repair and / or maintenance services you require, or to discuss and agree with us the repair and / or maintenance services you require.

4.3. Following your contact to specify or agree the scope of services you require, we will contact you to advise if we cannot accept your order for any reason. This is typically for the following reasons:

4.3.1. we cannot carry out the services (this may be because, for example, we have a shortage of staff);

4.3.2. the goods are unavailable;

4.3.3. we cannot authorise your payment;

4.3.4. you are not allowed to buy the services or the goods from us;

4.3.5. we are not allowed to sell the services or the goods to you;

4.3.6. you have ordered too many services or goods; or

4.3.7. there has been a mistake on the pricing or description of the services or the goods.

4.4. If we can accept your order for services, we will contact you to confirm the agreed repair and / or maintenance services (Confirmation Email). We will include a cost estimate in this email, but the final cost may vary from this estimate and we will try to contact you if there is a significant change from the estimate. At this point:

4.4.1. a legally binding contract will be in place between you and us; and

4.4.2. we will provide the services and the goods.

4.5. If you are under the age of 18 you may not buy any electric scooter related services or goods from us.

5. Right to cancel

5.1. You have the right to cancel this contract within 14 days without giving any reason. However, you do not have the right to cancel if you requested for us to start providing the services during the cancellation period and the services are fully performed (i.e. the work is completed) during this period. This is further explained in clauses 5.5 and 5.6 below.

5.2. The cancellation period will expire after 14 days from the day of the conclusion of the contract.

5.3. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email or Messenger or WhatsApp] using the contact details at the top of this contract. 

5.4. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

5.5. We will not start providing the services during the 14-day cancellation period unless you ask us to. When you place an order for services, we will ask you to confirm to us in writing if you want us to start providing the services during the cancellation period. By giving us this confirmation, you acknowledge that you will lose your right to cancel this contract once the services are fully performed (i.e. the work is completed). If you do not give us this confirmation, we will not be able to start providing the services to you until the cancellation period has expired. We are not obliged to accept your request.

5.6. This means that if you requested for us to start providing the services during the cancellation period and the services are fully performed (i.e. the work is completed) during this period, you lose your right to cancel and will be required to pay the full price under this contract even if the cancellation period has not expired.

5.7. This does not affect the rights you have if your services are faulty. A summary of these rights is provided at the top of this contract. See also clause 11 below.

6. Effects of cancellation

6.1. If you cancel this contract, in respect of the services element we will reimburse to you all payments received from you relating to services unless you requested for us to start providing the services during the cancellation period, in which case you must pay us:

6.1.1. for the services we provided up to the time you told us that you want to cancel this contract, which will be an amount in proportion to the services performed up to that point in comparison with the full price under this contract; or

6.1.2. the full price under this contract, if you lost your right to cancel this contract because the services were fully performed (i.e. the work was completed) during the cancellation period.

6.2. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.

6.3. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

6.4. If you cancel this contract and we have already installed any goods on your scooter or bicycle, we will remove the goods and re-instate the original parts

7. Collection and Delivery service 

7.1. If you wish to use our collection and / or delivery service for your scooter or bicycle, this optional service will be provided at our current cost using our approved courier. Collection and delivery options and cost will be confirmed when you contact us and you book in your scooter or bicycle for service and / or repair. 

7.2. We will give you an estimated date and time window for collection and / or delivery of your scooter or bicycle.

7.3. If something happens which:

7.3.1. is outside of our control; and

7.3.2. affects the estimated date of collection or delivery;

we will let you have a revised estimated date and time window.

7.4. We cannot collect or deliver your scooter or bicycle if we are unable to properly identify you. Please provide our driver with a form of ID (passport or photocard driving licence).

7.5. If nobody is available for the collection or delivery please contact us using the contact details at the top of this page, otherwise there may be a charge for the wasted courier journey.

7.6. We do not make collections or deliveries from or to any addresses outside of the UK.

8. Carrying out of the services

8.1. We must carry out the services by the time or within the period set out during the online checkout process and in the Confirmation Email (see clause 4.5). If you and we have agreed no time or period, this will be within a reasonable time.

8.2. Our carrying out of the services might be affected by events beyond our reasonable control. If so, there might be a delay before we can restart the services, having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances, but we will try to restart the services as soon as those events have been fixed.

8.3. If you ask us to investigate any fault or complaint with your scooter or bicycle, you authorise us to carry out all work and supply such parts as we deem necessary in our sole judgement to rectify the fault or complaint. We will endeavour to contact you before proceeding with any work or repairs found to be necessary but shall be under no obligation so to do.

8.4. While carrying out the services requested by you, we may discover additional work which appears necessary in the interests of safety. In such event we will endeavour to contact you to obtain approval for carrying out the additional work, but if you cannot be contacted in time, we will complete the work we deem essential for safety purposes and will charge you for all such work.

8.5. When we carry out the services, we may be able to use re-conditioned parts rather than new parts. Before any use of re-conditioned parts we will first contact you to advise of the price difference and to seek your consent before any use of re-conditioned parts.

8.6. You agree that we will retain and take legal ownership of any of your scooter or bicycle parts being replaced as part of the services, unless you specifically ask for those parts. 

8.7. If you do not collect your scooter or bicycle within five working days of being notified that it is ready for collection, or you fail to authorise repairs without removing your scooter or bicycle from our premises within 14 days of being given a quotation, then we reserve the right to charge you for storage at our current rate.

8.8. If you do not collect your scooter or bicycle within three months of being notified that it is ready for collection, we may sell your scooter or bicycle and we shall deduct from the net proceeds the cost of services and goods provided and any storage charges. Before we sell your scooter or bicycle, we shall give you 7 days written notice of our intention to do so, which shall be sent to your last known address or email. We may thereafter sell your scooter or bicycle by any means we deem appropriate. After deducting the costs of the sale, services and goods provided and storage charges, we will refund the balance to your payment method, or if that is not possible we will contact you to arrange the refund.

9. Payment

9.1. We accept the following payment methods: Visa, Mastercard, Payl8r, Elavon. We do not accept cash.

9.2. We will do all that we reasonably can to ensure that all of the information you give us when paying for the services is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy (see clause 3) or breach by us of our duties under applicable laws, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

9.3. Your credit card or debit card will only be charged when the services are completed, or when you place the order if there is any deposit applicable.

9.4. All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps, as applicable to the relevant card issuer.

9.5. If your payment is not received by us, we are entitled to retain your scooter or bicycle until we have received all due payments.

9.6. If your payment is not received by us and you have already received the services and goods, you:

9.6.1. must pay for such services and goods within 10 days; or

9.6.2. must return them to us as soon as possible. If so, you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us.

9.7. If you do not return any goods (such as where you have not paid for them) we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.

9.8. Nothing in this clause affects your legal rights to cancel the contract during the cancellation period as set out in clauses 5 and 6.

9.9. The price of the services and goods:

9.9.1. is in pounds sterling (£) (GBP);

9.9.2. includes VAT at the applicable rate; and

9.9.3. may or may not include the delivery cost, please check for the item.

10. Nature of the services and the goods

10.1. The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example:

10.1.1. the services must be carried out with reasonable care and skill;

10.1.2. you must pay a reasonable price for the services, and no more, if you and we haven’t fixed a price for the services; 

10.1.3. we must carry out the services within a reasonable time, if you and we haven’t fixed a time for the services to be carried out; 

10.1.4. the goods are of satisfactory quality;

10.1.5. the goods are fit for purpose; and

10.1.6. the goods match the description, sample or model.

10.2. We must provide you with services and goods that comply with your legal rights.

10.3. While we try to make sure that:

10.3.1. all weights, sizes and measurements set out on the site are as accurate as possible, there may be a small tolerance in such weights, sizes and measurements; and

10.3.2 the colours of our goods are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use.

10.4. Any goods sold:

10.4.1. at discount prices;

10.4.2. as remnants; or

10.4.3. as substandard;

will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

10.5. If we can’t supply certain goods (such as a particular colour or model is no longer available), we may need to substitute them with alternative goods of equal or better standard and value. In this case:

10.5.1 we will let you know if we intend to do this but this may not always be possible; and

10.5.2 you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.

11. Faulty services and / or goods

11.1. Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’) are set out at the top of this contract. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:

11.1.1. visit our website:

11.1.2. contact us using the contact details at the top of this page; or

11.1.3. visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.

11.2. Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

11.3. In addition to your statutory rights, we will use our reasonable endeavours to transfer to you the benefit of any warranty or guarantee given by the manufacturer or supplier of any parts supplied to you. We will progress any claims on your behalf with the manufacturer concerned, but in the event of claims being rejected in whole or in part, you will pay to us that part of the claim the manufacturer fails to meet. Where claims are submitted to the manufacturer for services to be treated as being of a warranty nature although outside the warranty period, payment in full for the services will be required on or before collecting the scooter or bicycle on the understanding that should the manufacturer subsequently accept the claim in full or in part, we will as appropriate, either reimburse or credit your account with the amount credited to us by the manufacturer.

11.4. Within a period of ten days from the completion of any service or repairs provided by us to you, we will rectify free of charge all workmanship which is proved to our reasonable satisfaction to have been defective, provided that you have not carried out or had carried out any further alteration or repair works.

11.5. Please contact us using the contact details at the top of this contract if you want:

11.5.1. us to repeat the services;

11.5.2. us to fix the services;

11.5.3. us to repair the goods;

11.5.4. us to replace the goods; or

11.5.5. a price reduction or credit.

11.6. Returns for credit will not be accepted unless our previous consent has been obtained and either: (a) a claim under manufacturer’s warranty is involved, or (b) parts proved incorrect and not to order, or (c) we agree to accept the returns for credit subject to a reasonable handling charge. 

11.7. Parts supplied to your special order will not be accepted for credit unless they are defective.

12. End of the contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

13. Limit on our responsibility to you

13.1. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:

13.1.1. losses that:

a). were not foreseeable to you and us when the contract was formed;

b). were not caused by any breach on our part;

13.1.2. business losses; and

13.1.3. losses to non-consumers.

14. Disputes

14.1. We will try to resolve any disputes with you quickly and efficiently.

14.2. If you are unhappy with:

14.2.1. the services or the goods;

14.2.2. our service to you generally; or

14.2.3. any other matter,

please contact us as soon as possible.

14.3. If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:

14.3.1. let you know that we cannot settle the dispute with you; and

14.3.2. give you certain information required by law about our alternative dispute resolution provider. You may also use the online dispute resolution (ODR) platform to resolve the dispute with us. For more details, please visit the website on the European Commission portal: https://ec.europa.eu/consumers/odr/main/?event=main.home.howitworks.

14.4. If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.

14.5. The laws of England and Wales will apply to this contract.

15. Third party rights

No one other than a party to this contract has any right to enforce any term of this contract. However, if a person acquires the goods lawfully from you, you may transfer our guarantee to that person. This also applies where we have provided services in respect of an item you have transferred.