How can I book a repair?

At the moment, we've decided to prioritize our own customers service requests, therefore, we have temporarily closed our repair service for non-customers scooters.

If you are our customer, who purchased the scooter from Scootera Ltd, (www.dualtron.uk) please contact us at sales@scootera.uk to book a repair or simply click and fill out the form below.

Inspection/Repair FORM

We can not accept your repair if you don’t make an appointment with us in advance and this can be done by completing the form. Our workshop address is:

126 Camden Rd, London, NW19EE, United Kingdom 

 

What costs are involved?

There are two types of service that we currently offer:

- inspection & repair 

- manufacturer defect or broken after use (warranty)

 

    1. Inspection & Repair

This service includes both inspection & repair. We will inspect the scooter issue that you have mentioned, then we will communicate with you. If you are happy to go ahead with the repair, we will charge you for the labor cost and for the replacement parts if any parts are replaced. 

Additionally, if the scooter needs replacement parts, you will pay for each replacement part in addition to the labor cost, and the prices can be found on our website.

If your Dualtron needs a specific repair that is not included in the labor cost list below, the cost may vary depending on the type of work we handle, but we will let you know in advance the approx. cost so you can decide and approve.

How is the work carried out?

Please be aware that we have the right, without giving a reason, to reject your booking or any inspection or repair on your scooter even after we have confirmed your booking and even after you have already arrived at our address and we have seen your scooter but haven't started repairing it. 

Before we start working on your scooter, we will inspect the scooter issue first and tell you which parts need replacement so you can know the total estimated cost for the replacement parts and for the labor. If you agree to go ahead with the repair, you will have to leave the scooter with us for as long as it's needed for the work to be completed. We will contact you as soon as the repair is complete to arrange the collection and to make the payment. Please be aware that after inspecting your scooter, we have the right to decide whether we want to repair your scooter or not, without providing a reason and regardless of your decision. If we decide not to go ahead with the repair, we will charge you only the inspection fee. 

Also, before bringing the scooter into our workshop, please make sure you remove the large accessories that may restrict us from carrying out the work properly, such as, bags, lights, signals, horns, mirrors, phone holder, carry handle etc. Also, if you leave your accessories on the scooter, they may get lost or damaged during the repair and it will not be our responsibility as we've asked to remove the accessories before leaving the scooter in the workshop. 

We only use original Minimotors Dualtron spare parts and we are always in touch with the Minimotors factory to make sure we do the repair according to the factory advice and guidance. 

If the replacement parts are not in stock at the time of repair, the repair time will be adjusted according to the spare parts availability. For this reason, you will have to collect your scooter after inspection and bring it back once all the replacement parts become available. 

Repair can take between 2 (two) hours to 15 (fifteen) business days depending on the amount and level of work needed.
As an example, a change of one tyre and/or one tube usually takes about 2-3 hours to complete subject to spare parts availability. If there is more than one type of repair, for instance, change of tyre and controller replacement, it can take about between 4 hours to 24 hours subject to spare parts availability. 

If we were to replace one or more parts on your scooter, we would not return to you the replaced parts unless you notify us in writing that you want to keep them and the request must be done before the repair starts. 


We can not guarantee we will do the work in time because there are situations when the scooter is old or hasn’t been used accordingly and some screws or parts are difficult to remove, this might delay the repair time and we may let you know if this is the case. 


We have safe standards in place to keep the scooter safe and we can only become liable if the scooter if it's stolen from our shop and the customer must provide us with the purchase receipt before any compensation/replacement will be offered. The compensation value will not be equal to the amount shown on the purchase receipt nor to the amount declared by the customer. The compensation amount will be calculated according to the scooter's condition at the time it was brought in for repair; we will provide an estimated value according to our experience and market value of the scooter and this will be the final amount paid as compensation. Alternatively, we can offer the customer a replacement scooter, the same model or similar to the original one and the customer will have to cover the difference in the scooter value and this is because the replacement scooter will be a brand new scooter which makes its value equal to the actual price listed on our website for this specific model. We will not compensate for the loss if the scooter owner can not provide a purchase receipt for the scooter and sufficient evidence to prove ownership of the scooter.

We are not responsible for other scooter failures while in our shop. Example: battery degradation due to the time spent in repair; small scratches produced while carrying out the repair; extra mileage on the throttle or lower battery percentage due to scooter inspection and test drive; tyre wear out due to tyre testing before, after or during repair; dirt on the scooter due to work carried out or other similarities.

 

What happens after repair? 

After the work is done, we will contact you to make the payment and arrange a collection. We accept, as a method of payment, cash, card or bank transfer. If you choose to make a bank transfer, please make sure you make the payment at least 30 minutes before receiving the scooter so we can be able to confirm the receipt of the payment. 

If you are not happy with the repair, we will inspect the scooter and if the problem has arisen because of the work carried out, we will repair the failure free of charge. If the failure occurred is not linked to the work we’ve done, the customer will have to pay for the labour and replacement parts.

Be aware that you will have to collect the scooter from our shop within a maximum of 10 days after the work has been completed or since the day we have notified you about the work being completed, otherwise, we have the right to charge you the storage fee of £5/day until a total of 30 consecutive days have passed. If the scooter is not collected within a maximum of 30 days after the work has been completed or after we have notified you about the work being completed, we have the right to take ownership of your scooter. 

We only offer 3 months warranty on any repair and on any parts/accessories purchased from us and fitted by us. 

Please be aware that we do not offer any warranty on tyre and/or tube replacement. If you get another puncture after we replace the tyre(s) and/or the tube(s) for you, we will not fix the puncture for you free of cost, you will need to pay again for the parts and for the labor. 

We aim to provide the best customer service and we are continuously working on improving it. If you are not happy with something, please contact us by email, phone or chat provided on our website and we will try to make things better for you. 

 

***In regards to your personal information, please refer to our privacy policy and the rest of the legal policies stated on our website, they can be accessed here.

 

Currently we carry the following Dualtron services:

  • Labour cost. We charge a minimum of £25 per job if the job takes one hour or less. If the job takes more than one hour, we charge £25/hour.  

***Please be aware, the above labor cost is only an estimate as each scooter has its own difficulty degree and the cost may vary even on the exact scooter model.

  • tyre change 
  • folding system change 
  • handlebar swap 
  • both sides brake adjustment 
  • side brake pads change 
  • disc change 
  • motor change 
  • suspension cartridge swap 
  • brake sensor change 
  • brake lever change 
  • brake cable change 
  • multi switch change 
  • throttle change 
  • steering column PCB Led change 
  • steering column plastic led cover change 
  • controller change 
  • dc converter change 
  • brake led light 
  • white led light 
  • yellow light 
  • plastic stem led cover 
  • stem led change 
  • wheel rim change 
  • waterproof pad 
  • deck side cover 
  • deck lights switch 
  • throttle cable 
  • deck screws replacement  (screws included)
  • wheel screws replacement  (screws included)
  • main switch 
  • charging port 
  • handlebar grip replace 

 

We also do Accessory Fitting

  • Fit Hydraulic Kit on mechanical brake scooter
  • Mechanical Brake kit replacement
  • Fit Carry Handle
  • Fit Folding Bracket
  • Fit Steering Damper 
  • Fit Led Holder 
  • Fit Deck Washers
  • Fit cable wrap
  • Replace missing nut caps

***Some Accessories purchased from us are fitted free of charge. Contact us to find out more.

 

The following Dualtron Repairs, Installs and Upgrades are coming soon:

Dualtron Tyre Upgrades

  • Replace Original Tyres with PMT Tyres
  • Replace Mechanical Brakes with MAGURA Hydraulic or Nut Hydraulic.

Dualtron Electrical Upgrades

  • Install Thumb Throttle
  • Install Security GPS Tracker

***Please be aware that replacing the original components of the scooter with non-branded components, fitting accessories or making mechanical and/or electrical changes on your scooter, may void the warranty - check your seller's policy. 

 

 2. Manufacturer Defect or Broken After Use


Exchange of product with factory defect. In case of defective or damaged products from the factory, you may email us at sales@dualtron.uk if you desire to have the damaged or defective product fixed or exchanged.

Refund is not available for defective, damaged or used products. However, the product may be fixed or exchanged if it meets all the below criteria:

  • The product has a factory defect
  • The product has been sold with warranty
  • The customer has notified us about the defect within the warranty period

Depending on the product type, we offer:

a) One (1) Year warranty on electric scooters purchased from us.

b) Three (3) months warranty on spare parts and accessories purchased from us and Fitted by us.

c) No warranty on spare parts and accessories purchased from us but not fitted by us.

Please check our terms and conditions for more information about warranty.

The customer must return the product to us for inspection (at the customer's cost) if the customer thinks the product has a factory defect. Only after inspection, if the product is identified as defective(factory defect), the product is either fixed then returned to the customer or exchanged for another product if the product can’t be fixed, considering the product is still under warranty. 

Nothing else other than factory defects, is covered by the warranty. In other words, no warranty on accidental damage, misuse, damage caused in transit, consumable parts etc.  If you return the product to us for inspection and the product doesn't have a factory defect, we may charge you an inspection fee of £50. 

Please read our terms and conditions and refund policy available on our website, before purchase.

 FAQ Repairs

Yes, we fix all Dualtron. The only exception are Dualtron bought from somewhere else other than Dualtron.uk

Yes, we fix all punctures on Dualtron. Tube or Tubeless. Tubes are supplied by Minimotors in the correct size for your Dualtron model, and can be inconsistent from order to order. Example: tube may be a different material than original, or have a different valve design. We only replace tubes or tyres, we don't repair the actual hole in an existing tube or tyre.

No.

No.

No.

There can be many causes for scooter punctures such as foreign objects, deliberate action, incorrect tyre pressure, defects in tube, tyre or rim, overheating of motors, rim, tube.