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🛡️ Warranty Claims – DubaiScooters.ae

If your scooter has a manufacturer defect, we’re here to help — but all claims must follow the process below.

✅ What Is Covered?

🔋 Battery failure (not caused by misuse or water damage)
⚙️ Motor issues (burnout, manufacturing fault)

❌ What Is Not Covered?

🌧️ Water damage from improper use
🔧 Damage due to modification, tuning, or disassembly
💥 Crash damage or misuse
🔋 Battery degradation from overcharging or non-original chargers
🧹 Cosmetic wear and tear (scratches, fading)

📩 How to Submit a Warranty Claim

To claim warranty service, email us directly at:

📧 support@dubaiscooters.ae

Your email must include:

✅ Order number or invoice copy
🎥 Video showing the problem (clearly visible and audible)
📝 Short description of the issue
📸 Photo of the scooter’s serial number (if available)

⚠️ Incomplete claims or missing video proof will not be accepted.

Motor & Battery Warranty Policy

Last Updated: August 2025

1. Brands Covered

This Motor and Battery warranty applies exclusively to the following brands purchased from DubaiScooters.ae or an authorized dealer in the UAE:

Kugoo
Kugoo Kirin
Engwe
Xiaomi
Segway Ninebot
Windhorse

2. Warranty Duration

The electric Motor and Battery of the above brands are covered for 1 year (12 months) from the date of purchase.

This warranty covers only manufacturing defects in the motor or battery that affect normal operation.

3. Warranty Conditions

To remain eligible for warranty service, the customer must:

Purchase the product from DubaiScooters.ae or an authorized UAE dealer.
Provide valid proof of purchase (invoice, receipt, or confirmed online order number).
Ensure the product serial number is intact, readable, and matches DubaiScooters.ae’s records.
Follow all charging, storage, and usage instructions provided in the official user manual.
Use only the original charger supplied with the scooter or a charger officially approved by DubaiScooters.ae.
Charge and store the scooter indoors in a cool, dry, and ventilated environment.
Ensure the battery is charged at least once every 30 days to prevent deep discharge.
Use the scooter only within the designed load capacity and under normal riding conditions.
Present the product for inspection or repair only at DubaiScooters.ae’s authorized service centers.

4. Causes That Void the Warranty

The Motor and Battery warranty will be immediately voided if any of the following occur:

Servicing, repairing, or opening the motor or battery at a non-authorized service center.
Using third-party, non-original, or incompatible chargers.
Overcharging or leaving the scooter charging unattended or overnight.
Parking, storing, or charging the scooter in direct sunlight or in high-heat environments (above 45°C), such as inside a hot car.
Exposing the scooter or battery to rain, flooding, or submerging it in water beyond its rated IP protection level.
Modifying or tampering with the battery management system (BMS), wiring, connectors, or motor controller.
Physical damage caused by accidents, collisions, drops, or improper handling.
Deep discharging the battery (allowing it to remain at 0% charge for extended periods).
Using the scooter for commercial rental or delivery services without prior written warranty extension approval.
Neglecting regular maintenance as outlined in the user manual.

5. Filing a Warranty Claim

To file a warranty claim for the motor or battery:

Email support@dubaiscooters.ae with:
- Proof of purchase
- Product serial number
- Clear photos/videos of the issue
Bring or ship the product to one of our authorized service centers:
- Dubai: Dragon Mart 2, Shop GC70
- Deira: Al Musalla Road
Our technicians will inspect the product and determine if the issue is covered under warranty.

6. Outcome of Approved Claims

If the claim is approved:

The defective motor or battery will be repaired or replaced at no cost.
If an identical part is unavailable, a compatible equivalent will be provided.
Warranty coverage does not extend or restart after repair or replacement; it continues from the original purchase date.

7. UAE Consumer Law Compliance

This warranty is provided in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection. Where the law grants mandatory consumer rights, those rights take precedence over this policy.

8. Limitation of Liability

To the maximum extent permitted by UAE law, DubaiScooters.ae and Create Max FZ-LLC are not liable for indirect or consequential losses, including but not limited to loss of use, transport costs, or loss of income. Warranty obligations are limited solely to repair or replacement of the defective motor or battery.

© 2025 DubaiScooters.ae | Create Max FZ-LLC. All rights reserved.

Warranty & Service — Segway Ninebot (Official Process)

Segway claims are handled only through the Segway Mobility app. Your scooter’s Serial Number (SN) is linked in the app, and warranty status is verified automatically.

Official App Only

Claim through the Segway Mobility App

Install & sign in
 App Store ▶ Google Play
Pair your scooter
The app links your device by Serial Number (SN). Warranty status appears automatically after pairing.
Open Service tab (footer)
Tap Service → Warranty/Repair, select your device, and start a claim.
Submit your claim
- Describe the issue
- Upload photos/videos of the fault
- Attach proof of purchase (invoice/receipt)
Segway reviews & contacts you
The case is routed to the regional Segway service partner. They’ll arrange drop‑off, shipping, or repair scheduling.

What you’ll need

Device paired in the app (SN linked)
Proof of purchase from the original seller
Clear photos/videos of the fault

FAQ — Segway claims

Do I contact the shop?
No. Claims are submitted in the app; Segway’s system assigns the case to the official service partner.

Second‑hand scooter?
You can pair and see status. Claims usually require original proof of purchase and region eligibility.

App won’t pair?
Check Bluetooth, battery, and try near outdoors. SN is also on the box/under-deck; contact Segway support via the app if pairing fails.

What voids warranty?
Water ingress, crash/impact damage, modifications, or repairs done by non‑authorized centers.

Can’t access the app? Use Segway’s official online repair portal: Request Repair. (One request per Serial Number.)

DubaiScooters.ae Support

Other BRANDS — Claim with Us

We are an authorized seller for Kugoo, Engwe & Kugoo Kirin. For warranty or paid service:

Include: order number, model, fault description, photos/videos
We diagnose and confirm coverage, then repair/replace per policy

Email Support

Out‑of‑Warranty Segway? We can still help.

If your Segway claim is rejected or out of warranty, we offer paid diagnostics and repair (subject to parts availability).

Request Paid Repair

Important: If any non‑authorized repair was done before, Segway warranty may be void. Always file the app claim first while in warranty.

Battery Safety & Liability Policy

Short Notice: Use only the original charger. Charge indoors on a hard, non‑flammable surface. Do not charge unattended or in heat/direct sun. Damage from misuse, overcharging, or improper storage/parking is not covered. DubaiScooters.ae is not responsible for incidents caused by customer negligence.

View full policy

1) Customer responsibilities

Use only the original/OEM charger and cable supplied or approved for the product.
Charge indoors in a dry, ventilated area on a hard, non‑flammable surface; keep away from flammables.
Do not charge unattended (including overnight); disconnect once full.
Do not charge/store/park in direct sun, hot vehicles, or high‑heat areas.
Stop using damaged/swollen/overheating batteries or chargers; contact support.
No modifications to battery, BMS, wiring, charger, firmware, or unapproved add‑ons.

2) Examples of negligence/misuse

Overcharging or leaving on charge unattended/overnight.
Using third‑party/incompatible chargers or adapters.
Parking/charging/storing in heat or direct sunlight.
Using the product after impact, water ingress, or with visible battery damage.
DIY electrical/firmware modifications.

3) Warranty & coverage

Warranty excludes damage, fire, or loss caused by misuse, negligence, improper charging/storage, third‑party chargers, unauthorized repairs/modifications, or failure to follow instructions. Proven manufacturer defects remain covered within the warranty period.

4) Limitation of liability

To the maximum extent permitted by law, DubaiScooters.ae/Create Max FZ‑LLC are not liable for loss, injury, or consequential damages arising from customer negligence, misuse, or breach of this Policy. Where liability cannot be excluded, it is limited to repair, replacement, or refund of the product.

5) Indemnity

You agree to indemnify and hold harmless DubaiScooters.ae/Create Max FZ‑LLC from claims and costs arising from your breach, misuse, or negligence.

6) Incident reporting

In case of smoke/heat/fire, prioritize safety, evacuate, call Civil Defence (997)

This Policy supplements the user manual. Nothing here limits non‑waivable rights under applicable UAE consumer laws.

Checkout Acknowledgment (tick‑box): I will use only the original charger, never charge unattended/overnight, and never charge/store/park in heat or direct sun. I understand fire/damage from misuse, overcharging, improper storage/parking, third‑party chargers, DIY modifications, or negligence is not covered and DubaiScooters.ae is not liable, except as required by law.

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