FAQ

Be sure, ride Sure!

Enquiry

How does the enquiry process work?

Are you interested in the SURE e-bike and would you like to receive more information? Then you can submit a request without obligation via www.sure-mobility.com or 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 company data and a limited number of documents, including:

Company name
Contact details of an authorised signatory
Registered address
Chamber of Commerce extract
Copy of your identification document

Do I have a cooling-off period?

For business rentals, there is no cooling-off period after signing the agreement.

Can I personalise my e-bike?

The e-bikes are available in 7 basic colours and can be delivered in any RAL colour upon request. It is also possible to personalise the e-bikes 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 your contact person/ account manager.

Delivery

When will I receive my bike?

The delivery depends on the stock availability. During the application process, you will receive an estimated delivery period. An estimated delivery week can be shared after order confirmation and depends on stock availability or assembly possibilities. The delivery week is always indicative and can be subject to change due to various factors. If an e-bike 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 bike?

You can pick up the e-bike(s) at the warehouse or have them delivered by a specialised distribution transport company for an additional fee.

Contract

What are the costs?

The SURE e-bike can be rented by companies based on a 48-month B2B Rental agreement with various rental options available at: www.sure-mobility.com/business. The SURE e-bike can also be purchased starting from € 2790,- excluding VAT.

What contract durations are available?

The SURE e-bike is typically offered based on a 48-month B2B Rental agreement. For different requests, please contact sales@sure-mobility.com.

Can I terminate the contract prematurely?

Whether the contract can be terminated prematurely depends on the contract type. Please refer to the agreement or contact your designated contact person/ account manager at sales@sure-mobility.com.

My contract is ending, what now?

After the contract term, you have several options. If you are satisfied with the bike, you can choose to purchase it for a small amount. You can also return the bike and potentially take advantage of an attractive new offer.

What should I pay attention to when returning the bike?

The bike must be clean and free from damage upon return. If the bike is 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 bike-related documents and items, and report any damages to SURE. Any items left on or attached to the bike that are not included in the agreement will automatically become the property of SURE upon return.

Checklist:

Is the bike clean?
Have all damages to the bike been reported?
Are all documents, keys, charger, and accessories belonging to the bike complete?
Have you notified SURE about the return of the bike?

What damages are acceptable when returning the bike?

During the final assessment by SURE, an acceptance report will be prepared. If the bike has damages resulting from normal use, they are considered acceptable damages, and no costs are associated with them.

Depending on the age of the bike 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 e-bike. You can do so by using the Service & Maintenance form available at www.sure-mobility.com/service. 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 bike?

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.

About the 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.

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.

How do I charge the e-bike?

The e-bike can be charged using the provided fast charger. The cable can be attached to the left side of the bike in the connector located in the black-coloured triangle between the seat tube and down tube. The fast charger can be plugged into a 220V power outlet. The bike can be fully charged in approximately 30 minutes and reaches 70% charge within 8 minutes.

For safety reasons we recommend to don’t use any other chargers then original provided.

What is the battery capacity?

The SURE Bike is equipped with a 15 A Hybrid Super Capacitor of 540 Wh/36V.

How do I lock the e-bike?

The e-bike can be locked using the lock and the key provided.

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.

About the e-chopper

How do I start the e-chopper?

Sit on the e-chopper.
Insert the key into the ignition and turn it once to the right. The display will light up with information.
Hold the brakes and lift the vehicle off the stand while sitting on it.
Gently turn the throttle so the vehicle starts moving.

Can I shift gears?

It is not possible to shift gears. The e-chopper moves forward automatically when you gently turn the throttle, and it stops when you gently squeeze the brake levers.

What is the maximum speed?

The e-chopper can go up to 25 kilometers per hour.

What is the range?

The battery provides a range of between 50 and 70 kilometers. We assume 50 kilometers, which depends on various factors such as:

The weight of the user and passenger
Tire pressure
Weather conditions

How do I turn on the lights?

The light turns on automatically when you insert the key into the ignition and turn it to the right to the ready-to-drive position.

How do I charge the e-chopper?

The e-chopper can be charged using the supplied smart battery charger. You can remove the battery sled from the vehicle. Connect the plug of the smart battery charger to the battery. Plug the charger into the outlet; a red light will turn on. When the battery is fully charged, the light will turn green. Unplug the charger from the outlet and then disconnect the battery from the smart charger. When the battery is reconnected to the vehicle, the display will show a voltage between 64 and 66.

How do I lock the e-chopper?

The e-bike or e-chopper can be locked using the lock that is on the vehicle or provided with the vehicle.

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-chopper. You must return the e-chopper in its original condition at the end of your contract period.

Maintenance & Repair

Am I allowed to perform repairs on the e-bike 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 the affiliated maintenance partners of SURE (refer to www.sure-mobility.com/service for more information). If you are renting the e-bike for business purposes or it is being rented 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 e-bike.

Can I skip a scheduled maintenance service?

To ensure the quality of the bike, 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 bike, and then annually or at least every 1500 km thereafter. It is your responsibility to bring the bike to the affiliated service partner in a timely manner. Failure to have the e-bike serviced on time may result in higher maintenance costs for which you will be responsible. SURE will periodically remind you about the maintenance services.

What happens if the bike is deemed a total loss?

The agreement terminates on the date when the damage expert definitively determines that the bike is technically or economically a total loss.

Incidents, Damage & Theft

What should I do in case of an accident?

If you experience a breakdown with your bike, please contact +31 (0)85-0509431 or support@sure-mobility.com.

What should I do in case of damage?

Damage is unfortunate but can be easily handled through www.sure-mobility.com/service.

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.

What should I do in case of theft?

Always report the theft of the bike to SURE as soon as possible. If your bike 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 bike keys on hand at all times, as they are essential for proper handling.

Insurance

What does the e-bike insurance cover?

The insurance covers damage to the e-bike that is caused suddenly, unexpectedly, or by an external factor. Damage also includes loss or theft of the e-bike.

Read the full terms and conditions at: www.sure-mobility.com.

What is the excess for the insurance?

The excess is €50.00 per claim unless otherwise stated in the agreement.

Can the insurance be removed from the agreement?

No, the all-risk insurance is a mandatory component of the agreement.

Can the insurance be adjusted?

Depending on the type of e-bike usage, the insurance can be adjusted to fit the specific purpose.

Payment

How do I pay the monthly costs?

SURE operates on the basis of electronic invoicing and payment via direct debit. When signing the agreement, you also sign the SEPA Direct Debit Authorization. This means that the monthly costs will be automatically deducted from your bank account, and you will receive the invoices by email. It is not possible to stop the automatic direct debit during the term of the agreement.

What does the first invoice for the monthly costs include?

The first invoice for the monthly costs includes the payment from the day of delivery until the end of that month. The subsequent invoices will cover a full monthly payment.

Where can I go for questions about payments?

If you have any questions about the invoices and payments, you can send an email to finance@sure-mobility.com.

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
Nederland

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.