Sure Mobility. FAQ
Enquiries & Orders
Find answers to common questions about enquiries and orders, including how to purchase our vehicles and spare parts efficiently.
Enquiry
How does the enquiry process work?
All vehicles and spare parts can be ordered online via our webshop. Companies can register for a business account to benefit from the best prices and volume discounts.
Are you interested in SURE vehicles or spare parts and would you like to receive more information, or do you have a custom request? Then you can submit a request without obligation by emailing sales@sure-mobility.com.
After you have indicated your preferences, you will receive an email from SURE containing a price quote and (draft) agreement. To confirm the request, the agreement must be signed and returned. After this, your order will be prepared for delivery.
What data do I need to provide for an order?
For the order, we require the following data and a limited number of documents, including:
- Name/ Company name
- Contact details
- Registered address
- Shipment address
- Chamber of Commerce extract (for companies only)
- Copy of your identification document
- A driver licens could be required for some vehicles
Do I have a cooling-off period?
B2B
We do not accept returns or offer refunds for business customers. All B2B sales are considered final. By placing an order as a business customer, you agree to waive any right of withdrawal.
B2C
We have a 14-day return policy, which means you have 14days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags & labels, and in its original packaging. You’ll also need the receipt or proof of purchase.
Can I personalise my vehicle?
The vehicles are available in basic colours and can be delivered in any RAL colour upon request. It is also possible to personalise the vehicles with your own logo using a sticker package that can be applied under the paint.
For orders of 20 or more units, SURE provides 1 prototype in the correct colour and with the logo for confirmation of the design prior to production.
Until when can I make changes to my order?
Making changes to the order depends on the status of the order. If you want to add something or make changes, please contact us.
Shipment & Delivery
When will I receive my order?
The delivery depends on the stock availability. During the application process, you will receive an estimated delivery period. An estimated delivery week/ day can be shared after order confirmation and depends on stock availability or assembly possibilities.
The delivery week/ day is always indicative and can be subject to change due to various factors. If an item is not in stock, a definitive delivery date can be scheduled once assembly is planned. Typically, non-stock orders are delivered within 90 days.
Who will deliver the vehicles and spareparts?
You can pick up your order at the warehouse or have them delivered by a specialised distribution transport company for an additional fee.
What if the product was damaged upon delivery?
If your product arrives damaged or incomplete, please notify us within 24 hours at sales@sure-mobility.com.
Warranty & Return Policy
Do the vehicles come with a warranty?
Yes, all our vehicles are covered by a standard manufacturer’s warranty. The duration and coverage depend on the specific model. Typically, the warranty covers manufacturing defects and technical malfunctions, but not wear and tear or misuse.
What is included in the warranty?
The coverage depend on the specific product and model. The warranty generally covers the motor, battery, frame, and electronic components against defects in materials or workmanship. Consumable parts such as tires, brake pads, and lights are not included.
How long is the warranty period?
Most vehicles and spareparts come with a warranty period of 6 months, depending on the product. Please check the product details or your order confirmation for the exact warranty duration.
Can I return or exchange my products?
Custom-made or personalised products are not eligible for return.
To start a return, you can contact us at info@sure-mobility.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Return shipping costs are at your own expense unless otherwise agreed.
How do I return a product?
To initiate a return, please contact our sales team at sales@sure-mobility.com. You will receive instructions on how to package and ship the product back to us. Once received and inspected, we will process your refund or replacement.
Are there items that cannot be returned?
Yes, used vehicles, customized products, and spare parts that have already been installed cannot be returned unless they are faulty or covered by warranty.
Consignment
This FAQ answers the most common questions about consignment: how it works, its benefits, and what partners need to know."
About Consignment
What is consignment-based Rental?
With SURE Mobility, you gain access to a wide and unique selection of sustainable electric vehicles. You don’t have to buy them, you can offer them directly to your guests and earn an attractive commission on each rental, paid out monthly.
By renting on a consignment basis, you keep your capital free for your core business goals while adding a popular service to your rental offering.
What vehicles are available for consignment?
With SURE Mobility, you gain access to a wide and unique selection of sustainable electric vehicles. Think:
- E-Choppers
- E-Bikes
- Electric Scooters
- Cargo Bikes
- Mini Cars
Exclusive models that stand out, attract attention, and are easy to maintain.
How does it work in practice?
SURE Mobility supports you in setting up a successful rental service! This includes:
- A ready-to-use online booking and payment system
- Help with promotion and visibility
- Marketing packages and a listing on our rental platform sure2rent.com
- Regular maintenance and servicing
- Support for questions or technical issues
What does the consignee take care of?
You run your own rental operation. That means, among other things:
- You are responsible for managing the vehicles and handling rentals
- Key handover, damage checks, and guest interaction at pick-up and return
- Visibility on-site: place vehicles outside, use banners, and promote via your own (social media) channels
- Charging, storage, and basic maintenance such as cleaning, tightening bolts, and keeping tyres inflated
- Providing roadside assistance to users, if needed
You’re also free to create your own package, like a scenic E-Chopper route past local cafés or a combo deal including lunch, dinner or other activities. Anything that boosts guest satisfaction and generates extra income.
What contract durations are available?
The consignee will manage the vehicles for a period of 5 years.
Can I terminate the contract prematurely?
It is not possible to unilaterally terminate the contract before the end of the term. Agreement with the consignor must be reached for any early termination.
My contract is ending, what now?
After the contract term, you have several options. If you are satisfied with the vehicles, you can choose to purchase it for a small amount. You can also return the vehicles and potentially take advantage of an attractive new offer.
What should I pay attention to when returning the vehicles?
The vehicles must be clean and free from damage upon return. If the vehicles are not returned clean and free from damage, cleaning and/or repair costs may be charged. It is also important to remove your own accessories, return all vehicle-related documents and items, and report any damages to SURE. Any items left on or attached to the vehicle that are not included in the agreement will automatically become the property of SURE upon return.
Checklist:
- Is the vehicle clean?
- Have all damages to the vehicle been reported?
- Are all documents, keys, charger, and accessories belonging to the vehicle complete?
- Have you notified SURE about the return of the vehicle?
What damages are acceptable when returning the bike?
During the final assessment by SURE, an acceptance report will be prepared. If the vehicle has damages resulting from normal use, they are considered acceptable damages, and no costs are associated with them.
Depending on the age of the vehicle and the number of kilometres ridden, a certain number of small damages are considered acceptable wear and tear.
"Small damage" is defined as:
- A scratch smaller than 5 cm, provided it can be removed through polishing.
- Wear of rubber parts.
Unacceptable damage includes:
- Broken, cracked, deformed, or detached parts.
- Scratches larger than 5 cm.
- Dents deeper than 2 mm or larger than 2 cm.
- 5 or more smaller damages of maximum 5 cm.
It is important to report all damages before returning the vehicle. You can do so by using the Service & Maintenance form available at Service Page. If damages that were not reported during the return are found and they do not fall under acceptable wear and tear, repair costs will be charged.
Where can I arrange the return of my vehicles?
You can arrange a return appointment with your contact person/ account manager by sending a message to sales@sure-mobility.com. Together, you can determine the return location and date.
Maintenance & Repair
Am I allowed to perform repairs on the vehicles myself?
Yes, you are allowed to perform minor repairs on the e-bike yourself. This includes tasks such as replacing a light, repairing a tire, or adjusting the brakes.
However, it is not permitted to perform maintenance or repairs on the battery, motor, and integrated components. Attempting to do so yourself may result in higher costs for future repairs that will be your responsibility.
Where can I get maintenance and/or repairs done?
For both regular maintenance and repair work, you can visit our warehouse, or affiliated maintenance partners of SURE. If you are renting the vehicles on consignment, it is important to inform the service partner that the bike is owned by SURE.
Am I entitled to a replacement vehicle during maintenance and/or repair?
Please refer to your agreement to determine if you are entitled to a replacement vehicle.
Can I skip a scheduled maintenance service?
To ensure the quality of the vehicles, regular maintenance services are mandatory. The number of included maintenance services depends on the agreement.
The first check-up should be done 3 months after the delivery of the vehicle, and then annually or at least every 1500 km thereafter. It is your responsibility to bring the vehicle to the affiliated service partner in a timely manner. Failure to have the vehicle serviced on time may result in higher maintenance costs for which you will be responsible. SURE will periodically remind you about the maintenance services.
Incidents, Damage & Theft
What should I do in case of an accident?
If you experience a breakdown with your vehicle, please contact +31 (0)85-0509431 or support@sure-mobility.com.
What should I do in case of theft?
Always report the theft of the vehicle to SURE as soon as possible. If your vehicle has been stolen, please contact +31 (0)85-0509431 or support@sure-mobility.com. Additionally, file a theft report with the police and send a copy to finance@sure-mobility.com. Make sure you have both keys on hand at all times, as they are essential for proper handling.
What should I do in case of damage?
Damage is unfortunate but can be easily handled through Service Page.
When reporting the damage, provide as much detailed information as possible, supported by photos, and indicate whether you want the damage to be repaired. Minor scratches can usually be left as they are. We will take care of repairing such damage after you return the bike. This saves you time as well.
If you choose to have the damage repaired, we will connect you with one of our service partners in your area. The service partner will then contact you to schedule an appointment.
Questions & Feedback
Who can I contact for questions about the agreement and the terms
If you have any questions, you can contact your contact person/ account manager. SURE can also be reached at +31 (0)85-0509433 or support@sure-mobility.com.
SURE Mobility B.V.
Lorentzstraat 11-8
3846 AV Harderwijk
Netherlands
I have a complaint, where can I submit it?
If you have a complaint, you can contact your contact person/ account manager and discuss it with them.
You can also email your complaint to support@sure-mobility.com. We will then work to resolve your complaint as quickly as possible. You will receive an initial response from us within 3 working days.
Vehicles
Find answers to common questions about our vehicles, including features, usage, and rental details to help you choose the right ride.
About the E-Bike
How do I start the electric assistance?
You will find the controller next to the left side handlebar on the bike. On the top of the controller, you will find the power on/off button. Hold this button for 5 seconds to activate the display and start the motor.
How do I change gears?
On the controller, you will find a + and - button that allows you to adjust the motor resistance in 3 steps. A higher resistance provides more power from the motor, requiring less cycling effort.
On e-bikes equipped with gears, you’ll find the gear shifter on the right handlebar. An upward shift increases the gear, while a downward shift lowers it.
Tips for effective shifting:
- Don’t apply force while shifting
- Shift up or down in time
- Shift down when you need to put in more effort
- Shift up when pedaling feels too easy
What is the maximum speed?
The electric bike provides pedal assistance up to a maximum speed of 25 kilometres per hour.
What is the range?
The range depends on various factors, including the battery, your own effort, as well as air and rolling resistance. On average, you can ride approximately 60 km on a fully charged battery. With minimal assistance, you can achieve around 100 km.
How do I turn on the lights?
You can activate the front light by pressing the + button on the controller for 3 seconds.
The rear light can be activated with the black button located at the bottom of the lamp.
What is the battery capacity?
The SURE Bike is equipped with a 15 A Hybrid Super Capacitor of 540 Wh/36V.
How do I charge the e-bike?
The e-bike can only be charged using the provided charger. For safety reasons we recommend to don’t use any other chargers then original provided.
Always connect the charger to the battery first before plugging it into the power outlet.
Can I install accessories or child seats myself or have them installed?
Yes, as long as it does not cause any permanent damage to the e-bike. You must return the bike in its original condition at the end of your contract period.
How do I lock the e-bike?
The e-bike can be locked using the lock and the key provided.
About the E-Chopper
How do I start the electric assistance?
1. Check locks: Make sure any chain locks and the handlebar lock are unlocked.
2. Sit on the e-chopper and put on your helmet.
3. Unlock: insert the ignition key into the ignition slot.
4. Start the motor: Turn the key a quarter turn to the right to activate the electric motor.
5. Lift the e-chopper off the stand: Tilt the e-chopper slightly to the right and lift it off the stand.
6. Release the brakes: Make sure to fully release the brakes.
7. Accelerate: Gently pull the throttle towards you to start moving forward.
Do I need a driving license
Yes, a AM or B driving licence is needed.
What is the maximum speed?
The E-Chopper rides at a maximum speed of 25 kilometres per hour.
What is the battery capacity?
The SURE E-Chopper is equipped with a 20A Lithium Battery 1200Wh/60V.
What is the range?
The range depends on various factors, including the battery, your own effort, as well as air and rolling resistance. On average, you can ride approximately 55 km on a fully charged battery.
How do I turn on the lights?
You can activate the front and rear lights by using the light switch on the left handlebar.
How do I lock the E-Chopper?
The E-Chopper can be locked using the steering lock, the battery lock, and the supplied cable lock.