Service and maintenance

Read here all about the service and maintenance of Ebike4Delivery that you receive when leasing your bicycle!

Through our serviceform You can request service and maintenance on our website and submit various notifications.

When you lease an Ebike4Delivery from us, you automatically opt for the associated services. This appendix is a clarification of the services that we, Ebike4Delivery, provide on behalf of the various lease companies with which we work. This also describes what we expect from the user in order to be able to perform our services properly.

What services you receive

When leasing our delivery bike you will receive 2 maintenance visits per year (up to a maximum of 10,000 km per year), during which we come to location to check the Ebike4Delivery at:

  • wear and tear
  • the general operation;
  • safety

If you need service and your Ebike4Delivery cannot be repaired immediately on location, you will receive a loan bike from us until your Ebike4Delivery has been repaired.

Leasing the Ebike4Delivery GEN2+​

The following conditions apply to this model of the Ebike4Delivery:

  • You will receive maintenance twice a year (on request).
  • If during maintenance it appears that parts are worn, they will be replaced within the agreement and with proper use of the Ebike4Delivery, with a maximum (per year) of:
    • 2 sets of brake pads
    • 1 brake disc
    • 1 belt including 1 pulley (sprocket)
    • 1 set of tires including airless inner tube
    • 1 side stand
  • In the Netherlands, 24-hour service applies (reported before 6 p.m. via the designated serviceform, a solution the next day).
  • In Germany and Belgium, 48-hour service applies (reported before 6 p.m. via the designated serviceform on the website, a solution within two days

Leasing the Ebike4Delivery GEN3

The following conditions apply to this model of the Ebike4Delivery:

  • You will receive maintenance twice a year (on request).
  • If during maintenance it appears that parts are worn, they will be replaced within the agreement and with proper use of the Ebike4Delivery, with a maximum (per year) of:
    • 2 sets of brake pads
    • 1 brake disc
    • 1 belt including 1 pulley (sprocket)
    • 1 set of tires including airless inner tube
    • 1 side stand
  • In the Netherlands, 24-hour service applies (reported before 6 p.m. via the designated serviceform, a solution the next day).
  • In Germany and Belgium, 48-hour service applies (reported before 6 p.m. via the designated serviceform on the website, a solution within two days) 

How do I sign up for service?

To request a service or maintenance, you can simply fill in the serviceformfill in on our website. For this you need the frame number of the relevant Ebike4Delivery. The frame number is located above the battery box and between the pedals. If this number is illegible, you can also pass on the bicycle number to us. The form allows only one frame number per form. Fill in the service form again for each bicycle.

Our working hours are:

  • Monday – Friday 08:30 – 20:00;
  • Saturday and Sunday from 10:00 AM – 5:00 PM.

For questions and/or comments you can email to service@ebike-nederland.com. The email will be answered as soon as possible

Coverage

There are certain scenarios where no warranty is provided. These scenarios can therefore lead to additional costs. Costs to the Ebike4Delivery are not covered when:

  • the Ebike4Delivery is dirty during maintenance. In order to perform our work properly, the Ebike4Delivery must be clean. If not, €15 cleaning costs will be charged for this;
  • the delivery bike is damaged by user traces (such as scratches, pits and dents), which do not hinder the functioning of the Ebike4Delivery. This is unavoidable and will not be repaired;
  • you have damage that could have been prevented through proper use, for example by:
    • by driving with initial damage or wear;
    • the delivery bike has been used to transport people;
    • to have loaded the delivery bicycle 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 has tinkered with the delivery bike;
  • any loss of income is caused by not being able to use the Ebike4Delivery;
  • you have damage to the boxes. These are provided once;
  • you have damage to third parties.
Pay attention! Are you not present at the time that you have agreed with our service? Then €75 in call-out costs will be charged

Battery protocol

Often the battery capacity has decreased 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 must not have fallen to (below) 85% after 12 months or 70% after 24 months. If this is the case, your battery will be replaced. For this, 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 and are leading.
  • If the test shows that the battery has not been handled in accordance with the guidelines and you are therefore responsible for the stagnation of the battery capacity, handling costs and shipping costs (worth €17.50 excl. VAT) will be charged.
  • If the battery is damaged by a fall, the battery must be replaced immediately due to the risk of fire. The cost of replacing the battery at your own expense

Damage (by accident)

It is possible that your deliverers will have to deal with an annoying traffic situation and the delivery bike will be damaged as a result. In that case, you should always immediately fill in the claim form with the third party involved and send it toinfo@ebike4delivery.com. Use for this the European damageform(click for download) or the “Damage App” from the Play Store or App Store. Please complete both sides of the form. There is always a deductible of €250.

Please note: damage to third parties (WA) is not covered, the leased object is. That is why we strongly recommend that you take out civil liability insurance (WA) for the bicycle yourself

Theft

It is possible that your Ebike4Delivery is stolen. If this happens, you should always report it to the police immediately. Then send the declaration report and the 2 original keys (not counterfeited) by registered mail to Head Office Elbuco, PO Box 222, 5300 AE Zaltbommel, attn. the Finance Department. If the keys are not received or are incomplete 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 Ebike4Delivery stolen while it was not locked? Then this is not covered by the lease conditions and the costs for replacing or reimbursing the Ebike4Delivery are for your own account.

Key service

Have you lost a key to the delivery bike or has it been stolen? Then you can easily go through the AXA keyservice order a spare key. Loss or damage to the keys or replacement must be reported in writing to Elbuco Head Office, PO Box 222, 5300 AE Zaltbommel.

Service form