Terms & Conditions

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 RIDEWITHELKA Limited; and
    • ‘You’ or ‘your’ means the person using our site to buy goods from us.

    RIDEWITHELKA Limited is registered in the United Kingdom at 55 Latchmere Road, Kingston Upon Thames, England, KT2 5TS, Company No: 11608806.


    When buying anything from our website you agree to be bound by these terms and conditions and any other documents referred to in them.


    Before you place an order, if you have any questions relating to these terms and conditions, please check the FAQ (Frequently Asked Questions) and if you still have questions contact us via our website.


    Ordering Goods


    By placing an order via our website (www.RIDEWITHELKA.co.uk), you are offering to purchase goods on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price and any required finance agreement or other arrangement agreed between us.


    Please read and check your order carefully before submitting it. Please advise any errors within 24 hours of placing an order.


    When you place an order at the end of the check-out process, we will send you an acknowledgement e-mail confirming receipt of your order. This email is an order acknowledgement and does not mean that we accept your order. We may reject your order for the following reasons:


    • the goods are out of stock or unavailable;
    • we cannot authorise your payment;
    • we are not allowed to sell the goods to you;
    • you are not allowed to buy the goods from us; or
    • there has been a mistake on the pricing or description of the goods.

    A contract between us for the purchase of the goods will be formed when your payment has been approved, the prices have been verified, and the order has been processed and dispatched. A second email will be sent confirming these arrangements and you will not have ownership of the goods until they have been dispatched.

    In order to contract with us you must be over 18 years of age. We retain the right to refuse any request made by you.

     

    Delivery


    We use trusted 3rd party logistics providers to deliver our goods, usually next business day for all orders received before 2pm on a business day (Monday to Friday, excluding Bank and Public Holidays). 


    Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or other occurrences beyond our control for which we will not be responsible. 


    You will receive a tracking number after you have placed your order that you can use to see where your order is in transit. Further, you will be able to select a pick-up point nearby if you are not going to be in.


    If there is a delay in delivering the goods, we will inform you of this via email and the goods will be despatched as soon as available.


    You have the right to cancel delayed orders at any time, just contact us with your order number.


    Occasionally we find ourselves having to withdraw an item because it has become obsolete or has been discontinued. If you have placed an order for an item that has been made obsolete, we will inform you as soon as possible and offer you an alternative if one is available.


    Delivery of the goods will occur when we deliver them to the address you provide us with when you make your order. You are responsible for the goods when delivery has taken place.


    UK delivery costs are as advised on our website at point of order.


    If your delivery address is in the Scottish Highlands & Islands, Isle of Man and Northern Ireland, delivery times may be extended and incur additional cost depending on the exact location.


    Deliveries cannot be made to PO Box addresses. We strongly advise against deliveries to be made to hotels or 3rd party couriers.  Any orders made, to be sent to a hotel or a 3rd party courier, are entirely at your own risk once delivery has been made by our logistics provider. 


    Pricing and Availability


    Whilst we try and ensure that all details, descriptions and prices which appear on this website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel the order and you have already paid for the goods, you will receive a full refund.


    The website may contain typographical errors or other errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fulfil any orders that you may place based on information on the website that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies.


    Payment


    Payment can be made via our secure check out pages via Stripe using your credit or debit card (details of accepted credit or debit cards are provided during the checkout process). You can also pay using PayPal. Card charges will appear on your statement as "RIDEWITHELKA LTD". Details of Stripe’s policies can be found at https://stripe.com/gb/privacy  


    When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card, bank account or PayPal account used to place your order and that there are sufficient funds to cover the cost of the goods.


    Finance (if selected, and subject to approval)


    You may also be able to make payment through our finance partner REMATCH CREDIT LIMITED. In order to be considered for finance you must be at least 18 years of age, resident in the United Kingdom, have a Credit/Debit card and a bank or building society account. You must also be employed or self-employed in full or part time work (16 hours per week) or retired and in receipt of a pension, or in receipt of a disability benefit. Your application for finance will be determined by our finance partner who will notify us and you if your application is successful. If successful, you will be provided with a credit agreement to sign.  


    All prices may fluctuate and are quoted in pounds sterling (£) and include Value Added Tax (VAT) where applicable.


    Due to the nature of the clearing system your credit card payment will be taken at the point of processing. If a problem in supply should occur, your payment method will be refunded as soon as possible.  The refund may take a couple of days to show as cleared funds on your account, depending on payment provider. For further details please go to https://stripe.com/gb/privacy


    If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your RIDEWITHELKA  order reaches your destination country. These and any additional charges for customs clearance are your responsibility. All orders are fulfilled and despatched from the UK.


    Any non-UK Delivery costs, or items not qualifying for free delivery, will need to be charged in addition, please contact us.


    Fair Purchase Policy


    At RIDEWITHELKA LTD we sell to private customers. We reserve the right to refuse or cancel any orders which we suspect are beyond the requirements for an individual, family or other low volume order private arrangement. 


    If you have any questions on this matter, or wish to consult us before making a large purchase, please

    contact us.


    Personal Information


    Any personal information that you provide to us will be dealt with in line with our Privacy Policy (below), 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.


    Use of our Website


    Your use of our website is governed by our Website Use terms and conditions.


    Goods Suitability


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

    • are of satisfactory quality;
    • are fit for purpose; and
    • match the description, sample or model.

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


    We shall not be held responsible for the accuracy of any advice given regarding the suitability (or otherwise) of any parts. 


    We encourage you to ensure all spare parts are fitted by a competent person in accordance with manufacturer specifications. We cannot be held liable for any damage caused by the fitting of a spare part.

    Please ensure that you have read your warranty conditions, included in your product handbook, before attempting to install a part or otherwise repair item. We cannot be held responsible if the item is damaged or your warranty is voided. 

    UK Plug Only - all electronic devices delivered by RIDEWITHELKA come with a UK plug only. Please note that you will need to have an adapter in order to be able to use your electronic device with another European plug. 

    We shall be under no liability in respect of any defect arising in relation to the goods from your wilful damage, negligence, subjection to abnormal conditions, failure to follow our assembly and use instructions (whether oral or in writing), misuse or alteration of goods, or any other act or omission on the part of the customer, agents or any third party. If the failure or request for spares, returns or refund is due to such causes, or if the we or our authorised repairer determines that the goods are outside the warranty coverage period, repair or replacement will be chargeable at the then-applicable rate for labour, parts, and materials. 

    We will contact you as required prior to undertaking any repair or other work for authorisation from you and associated payments.

    Please note that our goods are designed for use on private land ONLY. We do not in any way condone usage of our goods on public roads.

    Faulty Item

    All goods purchased from us are covered by our 12-month warranty, which covers manufacturing faults and defects including poor workmanship. 

    If your goods develop a fault within 30 days of purchase, please contact us. As advised, please await spares or see Returns and Cancellation Rights below.

    Following the 30 days period, we’ll attempt to repair the goods as long as it’s within the terms and conditions of our warranty.

    If you feel that your purchase has developed a fault, then please contact us with photographs of the issue before returning any goods - we may be able to solve your problem without you incurring any postage costs.

    We will then get in contact with you for the next steps in completing your claim.

    For faulty items, please allow us 14 days to process the return. This is because the item will be subject to an inspection with our warranty team. If an item needs to be sent to the supplier for an inspection you will be notified via email, supplier inspections can take up to 30 days.


     

     

    Warranty Conditions

     

    Detailed below is a list of what’s covered and not covered by the RIDEWITHELKA warranty.

     

    Any product specific variations to these warranty conditions will be clearly detailed in the warranty conditions supplied with the product. For clarity and the avoidance of doubt product specific variations will take precedence over the warranty conditions detailed below and where no specific variations are detailed the warranty conditions detailed here apply in full.

     

    WHAT IS COVERED

    All goods purchased from us are covered by our 12-month warranty, which covers manufacturing faults and defects including poor workmanship.

    If your goods develop a fault within 30 days of purchase, please contact us. As advised, please await spares or see Returns and Cancellation Rights below.

    Following the 30 days period, we’ll attempt to repair the goods as long as it’s within the terms and conditions of our warranty.

    If you feel that your purchase has developed a fault, then please contact us with photographs of the issue before returning any goods - we may be able to solve your problem without you incurring any postage costs.

    We will then get in contact with you for the next steps in completing your claim.

    For faulty items, please allow us 14 days to process the return. This is because the item will be subject to an inspection with our warranty team. If an item needs to be sent to the supplier for an inspection you will be notified via email, supplier inspections can take up to 30 days.

    Your item will be repaired or replaced (if repair is not possible) during the stated warranty period if you are the first purchaser/user of the product and it has any of the following manufacturing or design faults under normal use:

    • Motor faults;
    • Boards or Computer Control faults;
    • Battery faults;
    • Integral engineering faults.


    WHAT IS NOT COVERED

    If you have an issue with your purchased product that is not manufacturing fault, not covered under warranty or after the warranty period, we are happy to help you get it properly fixed for a reasonable cost, or to give you free advice on how to get it fixed.

    Also, if you need a spare part for your purchased device that is not covered or outside the warranty period, we are here to avail it for you in the lowest cost even if it's not available in our store. All you have to do is to contact us and let us know what you need. All spare parts are subject to availability, we are unable to guarantee that all spares will be available after the warranty has expired..

    The following cases are not covered under the manufacturer warranty:

    • When the warranty period is expired;
    • When the warranty or serial label is altered or removed;
    • When the product or any of its components have been opened, altered or modified by someone other than the manufacturer;
    • Wear-and-tear damage of vulnerable components such as wheels, tyres, or battery lifespan;
    • Damage caused by product misuse or abuse like (but not limited to) dropping, collision, jumps, grinding, heavy shaking, abrasion or bad storage;
    • Damage caused by riding in rough conditions or on rough surfaces;
    • Damage caused by Water. Most of our items have some level of proofing against dust and wet conditions, but they are NOT to be submerged in water in a way that is unaligned with every day use
    • Damage caused by overloading, over the designed maximum load;
    • Cosmetic damages like (but not limited to) scratches;
    • Accidental Damage.


    IN ALL CASES

    Whether the problem is covered under warranty or not, please make sure to:

    • Keep the purchase proof available and provide it when requested;
    • Let us know what happened exactly even if it's something you should not do. Please be sure that we are going to help you anyway. Our experts will carefully diagnose the issue and spot it.
    • Please note, in some cases it may be your responsibility to return the product to us carefully ensuring there is no damage in transport.


    Returns and Cancellation Rights


    To return unwanted items:

    DETAILS

    You also have rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which state that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund. You have the right to cancel this contract within 14 days from delivery without giving any reason. This right does not apply to any customised or personalised goods bought through our website. To exercise this right please contact us prior to the expiry of the cancellation rights expiring 14 days after the purchase.


    If you cancel this contract, we will reimburse to you all payments received from you, excluding any postal or other additional costs outside our direct control.


    We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you, or insufficient/inappropriate returns packaging.


    We will make the reimbursement without undue delay, and not later than:

    • 14 days after the day we received back from you any goods supplied; or
    • (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
    • if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

    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.

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

    • up to thirty days: if your goods are faulty, then you can get a refund;
    • up to six months: if they can't be repaired or replaced, then you're entitled to a full refund, in most

                 cases;

    • us to repair the goods;
    • otherwise up to twelve months, excluding breakages or failures due to misuse or abuse of the goods (see goods suitability above for more details). 

    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.


    Please contact us, if you want:

    • us to repair the goods;
    • us to replace the goods; or
    • to reject the goods and get a refund.

    Dispute Resolution

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


    Please contact us as soon as possible if you are unhappy with:

    • the goods;
    • our service to you; or
    • any other matter.

    If you and we cannot resolve a dispute using our internal complaint handling procedure, we will let you know. In such circumstances The European Commission provides a platform for online dispute resolution which is available at the following link: http://ec.europa.eu/consumers/odr/.


    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.  


    The laws of England and Wales will apply to these terms and conditions and form the detail of the contract between us (RIDEWITHELKA) and you.


    END.


    Privacy Policy


    We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998 and General Data Protection Regulations 2018). We collect information about you for 2 reasons: firstly, to process your order and secondly to provide you with the best service possible. 


    We will not email you in the future unless you have given us your consent. 


    We will give you the chance to refuse any marketing email from us in the future.


    The type of information we will collect about you when you place an order or register on our web site includes:


    Name

    Address

    Phone Number

    Email Address

    Credit/Debit card details


    This information is already stored on our internal systems and our website simply verifies you as a customer of RIDEWITHELKA. We will never collect sensitive information about you without your explicit consent. The information we hold will have been provided by you and be as accurate and up to date as your last or latest supply. You can check the information that we hold about you by emailing us. If you find any inaccuracies, we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy and the law. We will not transfer or sell your information. We may use technology to track the patterns of behaviour of visitors to our site. If you have any questions/comments about privacy, you should contact us.


    Use of personal information


    We use the information you provide for the following purposes, to:

    • send updates regarding the status of your enquiry or order;
    • send newsletters and details of offers and promotions in which we believe you will be interested;
    • improve the design and content of the RIDEWITHELKA.co.uk website;
    • understand the buying behaviour of our registered users;
    • perform other general marketing and promotional activities focused on our goods and services;
    • work with social media providers - such as Facebook, Instagram and Twitter – where we interact with you on social media.

    To deliver advertising across various social media and other online platforms (e.g. Google, Facebook)

    To work with professional service providers, such as marketing agencies & advertising partners to share relevant and appropriate marketing content via social media advertising

     

    When you place an order we need to know your name, email address, delivery address, credit or debit card number and the card's expiry date. This allows us to process and fulfil your order and to notify you of the status of your request. We may also ask for your telephone number which enables us to contact you urgently if there is a problem with your order.


    Your Consent


    By submitting information to RIDEWITHELKA you consent to the collection and use of this information by us and our delivery and repair partners. If we decide to change our Privacy Policy, we will post those changes on this page so that you are aware of what information we collect, how we use it and under what circumstances we disclose it.


    Your Email Address


    Your e-mail address will be used to communicate with you about your order and goods purchased.


    Your e-mail address will be used for our marketing purposes unless you unsubscribe. It is possible to unsubscribe at any time, via the My Account section of RIDEWITHELKA 


    If you do not wish to receive information about our goods or services you can unsubscribe by clicking the unsubscribe link, which exists at the top of all marketing emails sent by RIDEWITHELKA.


    Data Security


    We have designed our site to protect the information we collect online from unauthorised access. We safeguard your private information by implementing the appropriate physical, electronic and managerial procedure necessary to protect your privacy. To further protect your security, we also take the reasonable steps to verify your identity before granting access to your personal profile or making data changes. We are committed to protecting your privacy and have security measures in place to prevent unauthorised access to and disclosure of your personal information.


    Improving Our Service


    RIDEWITHELKA does not sell, trade or rent your personal information to others. To better tailor our services to our customers' needs, we use non-identifying and aggregate information to help us make decisions on how to improve RIDEWITHELKA. 


    Cookies


    Cookies are alphanumeric identifiers that are transferred to your computer's (or alternative web browsing device’s) hard drive through your Web browser to enable our systems to recognise your browser and to provide rich shopping features such as recommend goods and loyalty discounts, as well as the storage of items in your Shopping Basket between visits. The Help menu in most common browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. Please see our Cookies Policy below.


    Analytic Tools


    Google Analytics is a system used by many websites to record information about visits to their website. Google set six different cookies with expiry dates ranging from 30 minutes to 2 years. These cookies are used mainly to differentiate between first time visitors to a website and repeat visitors. They also allow us to ensure our website performs as well as possible for our users. The cookies are able to collect an anonymous customer number when a user is logged into the website, allowing our backend systems to ensure accuracy of Google Analytics data and help us ensure your website experience remains relevant across devices. They do not contain any personally identifiable information. You can find out more about how Google use cookies at http://www.google.co.uk/policies/privacy/ (English only). These cookies may be used to help us target advertising on platform providers such as Google and Facebook.


    Please read our full Cookie Policy below for further information.


    Social Media Plug-ins


    Social Media Plug-ins for Facebook and Twitter obtain data for tracking purposes. This included the ability to track an audience across device for advertising purposes in line with the Terms of each social media platform.


    International Privacy


    The above privacy statement may not be applicable in all countries of RIDEWITHELKA visitors or registered community users, as security policies may vary according to the individual Internet laws in each host country.


    Disclosures


    We will not pass your information to any third parties. You can also contact us to stop receiving any information about us and our services. If you have any queries about our Privacy Statement you should contact us.


    END.


    Cookies Policy


    A cookie is a text file containing a string of text and numbers that can be remembered by a web browser between pages. When an individual uses a web browser to access the internet their browser can create cookies which are stored on the user’s computer. Cookies are not programs and therefore cannot contain viruses or other malicious software.


    Session cookies only last during a single visit. When you close your web browser the session cookie information is automatically removed from your computer.


    Persistent cookies are stored by the user's web browser even when the web browser has been closed, so that the next time a user goes back to the website that originally set the cookie, the web site can read information back from the cookie. Persistent cookies have an expiry date which controls when they are automatically deleted. This can be anything from a few minutes to several years, depending on your own browser settings.


    The RIDEWITHELKA website uses session cookies for two purposes:


    Two session cookies are set that temporarily store a unique identifier for each visitor to the website. This identifier is a random series of letters and numbers and doesn't contain any personal or identifiable information. It is used to help count the number of visitors to the RIDEWITHELKA website.


    Two cookies are set by the computer systems that run the RIDEWITHELKA website. These cookies are used as part of the process of sending web pages to the user's web browser and are essential - no website using Microsoft technology will work without these cookies.


    RIDEWITHELKA use persistent cookies for the following purposes:


    • Google Analytics is a system used by many websites to record information about who visits a website. Google set six different cookies with expiry dates ranging from 30 minutes to 2 years. These cookies are used mainly to differentiate between first time visitors to a website and repeat visitors. They also allow us to ensure our website performs as well as possible for our users. The cookies are able to collect an anonymous customer number when a user is logged into the website, allowing our backend systems to ensure accuracy of Google Analytics data and help us ensure website experience remains relevant across devices. They do not contain any personally identifiable information. You can find out more about how Google use cookies at http://www.google.co.uk/policies/privacy/ (English only)

    • RIDEWITHELKA use their own cookies to remember which items a customer has put into their basket. By using a persistent cookie for this, a customer can close their web browser and come back to the RIDEWITHELKA website subsequently and still be able to access items that had been put into their shopping basket on a previous visit. This cookie is essential for the functioning of the RIDEWITHELKA website as without it customers would be unable to place items into the shopping basket. The cookie lasts for 1 year but is cleared once an order has been placed.

    • RIDEWITHELKA also use a cookie to remember a user's website preferences such as preferred language, currency and delivery country. The first time a customer visits the RIDEWITHELKA website they are asked to confirm this information which is then stored in a cookie set to last for 1 year. Without this cookie the customer would have to re-enter their preferences every time they visit the website.

    • A number of persistent cookies are also set by the computers that run the RIDEWITHELKA website. These cookies are solely used to record technical information necessary for our web servers to work properly. No personally identifiable information in stored in these cookies.
    • RIDEWITHELKA uses cookies to improve the relevancy of ads on Google and other websites; this is called remarketing and can be opted out of through Google’s Ad Settings.

    If you have any further questions about how we use cookies please contact us. at support@ridewithelka.co.uk.


    Finally, your browser provider will also have browser-specific information and instructions around the use and control of cookies. Please search your browser providers policies for procedures for more information.