1. GENERAL PROVISIONS

1.1. This Warranty Policy ("Warranty") applies to all products sold under the Sales Contracts executed between Vok Bikes ("Vok Bikes") and the client ("Client") concerning the sale of Vok Bikes’ vehicles (“Vehicles”). Unless otherwise defined herein, the terms used in this Warranty shall have the meanings assigned to them in the General Terms and Conditions of Sale. By executing the Sales Contract, the Client acknowledges having read, understood and agreed to this Warranty.

2. SCOPE OF WARRANTY

2.1. Vok Bikes warrants that the Vehicles are free from defects in material and workmanship under normal use, service, and operation during the applicable Warranty Period (defined below).

3. WARRANTY PERIOD

3.1. The Warranty Period for vehicles sold shall commence on the date of delivery to the Client and remain valid for a period of:

3.1.1. 60 months or 75,000 km, whichever comes first, for the frame;

3.1.2. 24 months or 30,000 km, whichever comes first, for the drivetrain, including battery, motors, generator, controllers, ECU;

3.1.3. 12 months for all other components.

The Warranty does not cover optional add-ons and accessories supplementary to the Vehicles.

4. WARRANTY COVERAGE

4.1. This Warranty covers only defects in materials or workmanship encountered during normal use of the Vehicle. In case of a defect arising within the Warranty Period, Vok Bikes will, at its sole discretion:

4.1.1. Repair the defective Vehicle, including:

1. Resolving the issue remotely. Vok Bikes’ team provides remote guidance to the Client to attempt to resolve minor issues remotely. This may include step-by-step instructions, troubleshooting videos, or links to relevant resources to assist the Client in resolving the issue independently.
2. Fixing or replacing existing defective parts or components. All maintenance and repair tasks must be undertaken by a certified Vok Bikes service provider or the Client’s in-house mechanic who has received necessary Vok Bikes training. Failure to engage a Vok Bikes-trained mechanic or certified provider for Warranty-related work will void the remaining Warranty coverage.
3. Sending a Vok-authorised technician to resolve the issue.

4.1.2. Replace the defective Vehicle with a new or refurbished Vehicle of the same or equivalent model. Vok Bikes will cover the labour and replacement component costs, including shipping expenses or

4.1.3. Refund the purchase price (subject to reasonable deductions for use, wear, or damage beyond normal wear and tear).

4.2. The Warranty does not cover:

4.2.1. Normal wear and tear, including but not limited to:

1. tyre wear
2. brake pads
3. normal deterioration of paint or finishes
4. chips, scrapes, scuffs, dents, discolouration on vehicle surfaces and windows
5. degradation of seals
6. wear in bearings and suspension bushings

4.2.2. Damage caused by accidents, collisions, misuse, neglect;

4.2.3. Use of the Vehicle in a manner inconsistent with the Sales Contract, Documentation, User Manual (accessible here: https://vokbikes.com/documentation/) or the intended purpose of delivering lightweight cargo in an urban environment;

4.2.4. Failing to perform regular maintenance as outlined in the Documentation incl. General Operating Manual and Service Guidelines (accessible here: https://vokbikes.com/documentation/) and failing to provide proof of regular authorised inspections and maintenance based on Recommended Inspection and Replacement Intervals as outlined in the Service Guidelines. Any repairs or modifications performed by service providers (centres or mechanics) not authorised by Vok Bikes will void the Warranty.

4.2.5. Failing to charge the battery according to the User Manual (accessible here: https://vokbikes.com/documentation/). The Client is fully responsible for periodically charging the batteries even when they have not been actively used and keeping the battery within the normal range. Failure to charge the battery before it falls undervoltage damages it permanently and voids the Warranty.

4.2.6. Failing to report and appropriately address malfunctions or malfunction symptoms (unusual vehicle performance, sounds, smells, fluid leaks, etc.) for a prolonged time.

4.2.7. Modifications or alterations made to the Vehicle without Vok Bikes’ prior written consent;

4.2.8. Damage arising from the use of non-approved parts, accessories, or repairs performed by unauthorised service providers;

4.2.9. Damage resulting from improper storage, transport, or handling after delivery;

4.2.10. Any defects or damages resulting from use in extreme or abnormal conditions, including but not limited to racing, competition, or off-road use;

4.2.11. Cosmetic damage, such as scratches, dents, or fading.

4.2.12. Defect of any accessories or components not manufactured or provided by Vok Bikes.

5. WARRANTY CLAIM PROCEDURE

5.1. Notification Procedure. In the event of a defect, the Client shall notify Vok Bikes immediately but no later than 5 days after discovering the defect. The Client must provide the original proof of purchase, i.e., the invoice, frame number of the Vehicle, incident description, photos and/or videos of the defect, and submit the claim using the online form accessible here: https://forms.gle/GkFSKGcB7eAdrJSL7.

5.2. Verification of Warranty Coverage. Vok Bikes will verify the Client’s Warranty coverage to ensure that the Vehicle is within the designated Warranty period and that the claimed issue falls within the scope of this Warranty. This will include:

5.2.1. Cross-referencing the reported issue with the terms outlined in this Warranty;

5.2.2. Analysing telemetry data, including various indicators, such as mileage, and detecting potential signs of severe usage, such as unaddressed warnings and error codes;

5.2.3. Initial inspection of the documentation, incident description, including if any mechanical damage has occurred, and photos/videos sent by the Client.

5.2.4. If applicable, Vok Bikes provides troubleshooting steps to the Client, the Client’s customer, or a Vok Bikes-certified maintenance provider to further assess the situation and its root cause.

5.3. To maintain this Warranty, the Client must provide any relevant assistance and documentation requested by Vok Bikes, including full remote and on-location access to the Vehicle for inspection and repair at an authorised location designated by Vok Bikes.

5.4. After receiving all documentation from the Client, Vok Bikes will make the preliminary decision and inform the Client if the claim falls under this Warranty. Should the Client not agree with Vok Bikes' decision that the defect does not fall under the Warranty, the Client has the right to escalate the matter through the designated dispute resolution process.