OVIVO Total Care+ Replacement Discount Program
Terms and Conditions
Subject to the terms below, all OVIVO e-bikes (each an “e-bike”) and their individual Covered Components (as defined herein), are eligible to be purchased at a replacement discount (the “Replacement Discount”), in the event of a mishap for 5 years after receipt of the e-bike by the customer (the “Discount Period”). This Replacement Discount Program is only applicable to e-bike purchases made and delivered in accordance with the following terms.
Only the original owner of an e-bike purchased from an OVIVO-Authorized dealer & OVIVO official website online shop is covered by this Discount Replacement Program. The Discount Period begins upon the customer’s receipt of the order confirmation email or invoice and shall end immediately upon the earlier of the end of the Discount Period or any sale or transfer of the e-bike to another person, and under no circumstances shall the Replacement Discount apply to any subsequent owner or another transferee of the e-bike.
All authorized dealers of OVIVO are obligated to provide customer support and service for e-bikes purchased from them. Please contact the dealers directly for any assistance or service that you may require. You can find specific dealer information by visiting this link. OVIVO will actively assist the dealers in delivering the necessary services throughout the entire process. Note that the cost to install the damaged part and the cost to ship the part to the dealer is solely determined by the dealer.
The Replacement Discount Program is expressly limited to damaged lithium-ion battery (the “Battery”) rigid (non-suspension) frames, forks, stems, handlebars, headset, seat post, saddle, brakes, lights, bottom bracket, crank set, pedals, rims, wheel hub, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors, and hardware (each a “Covered Component”). Please see Appendix A for a complete list of components covered.
The original owner of an e-bike purchased from an OVIVO Authorized Dealer may claim a Replacement Discount for a Covered Component only once during the Discount Period.
This Replacement Discount Program Does Not Cover:
* Purchases from unauthorized dealers.
* Products without sufficient proof of purchase.
* Covered Components whereby the Discount Period has expired.
* Normal wear and tear of any Covered Component.
* Consumables or normal wear and tear parts (including without limitation tires, tubes, brake pads, cables and housing, grips, chain, and spokes).
* Covered Components that have already been claimed within the Discount Period.
The Discount Schedule
For Covered Components Replacement Discount for the applicable year within the Discount Period is the percentage set forth below:
Year 1 – 30%
Year 2 – 25%
All discounts are based on MSRP at the time of shipment. Shipping costs and labor to install any Covered Component are the responsibility of the customer.
DETERMINING WHETHER A COVERED COMPONENT IS PROTECTED BY THIS REPLACEMENT DISCOUNT PROGRAM SHALL BE IN THE SOLE DISCRETION OF OVIVO.
Claims Process
OVIVO WILL NOT REPLACE ANY COVERED COMPONENT UNDER THIS REPLACEMENT DISCOUNT PROGRAM WITHOUT FIRST SEEING PHOTOS OR VIDEO OF THE DAMAGED COVERED COMPONENT DURING THE DISCOUNT PERIOD. ADEQUATE PROOF OF PURCHASE IS NECESSARY.
In order to exercise your right to receive a replacement for a Covered Component under this Replacement Discount Program, you must:
Contact your local OVIVO Authorized Dealer and or contact the OVIVO Technical Support team at [email protected] . The OVIVO Technical Support team will initially work with you on the problem with your e-bike to identify potential simple fixes.
If the OVIVO Authorized Dealer or the OVIVO Technical Support team determines that a Covered Component is eligible to be replaced under the Replacement Discount Program, they will provide you or the shop with a set of instructions for receiving the replacement Covered Component.
After you or the shop receive the replacement Covered Component, the OVIVO Authorized Dealer or the OVIVO Technical Support team will also assist you in determining how to replace or install the new Covered Component onto your e-bike.
THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OVIVO’S ENTIRE LIABILITY UNDER THIS REPLACEMENT DISCOUNT PROGRAM. OVIVO’S LIABILITY SHALL, UNDER NO CIRCUMSTANCES, EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE EBIKE, NOR SHALL OVIVO UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT.
SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
THIS REPLACEMENT DISCOUNT PROGRAM ONLY APPLIES TO BIKES PURCHASED ON OR AFTER 1st of January 2025. OVIVO RESERVES THE RIGHT TO CHANGE AND OR CANCEL THIS POLICY AT ANY TIME. ONLY BIKES PURCHASED WHILE THIS REPLACEMENT DISCOUNT PROGRAM IS IN EFFECT WILL BE ASSURED COVERAGE UNDER THIS REPLACEMENT DISCOUNT PROGRAM.
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Appendix A
| Total Care 5 years (when pay 3 years extra warrenty) | |
| Frame – Rigid | YES |
| Frame – Dual Suspension – Main Triangle | YES |
| Frame – Dual Suspension Pivots | NO |
| Frame – Dual Suspension Linkage and Stays | YES |
| Fork – Rigid | YES |
| Fork – Suspension | YES |
| Handlebar | YES |
| Stem | YES |
| Headset | YES |
| Brake Lever | YES |
| Brake Cable / Hose | YES |
| Brake Throttle Interrupts | YES |
| Brake Caliper | YES |
| Brake Pads | NO |
| Brake Rotor | NO |
| Torque / Cadence Sensor | YES |
| Shift Lever | YES |
| Shift Cable / Hose | YES |
| Shift Interrupts | YES |
| Control Switch | YES |
| Display | YES |
| Front wiring harness | YES |
| Controller | YES |
| Battery | YES |
| Rear wiring harness | YES |
| Throttle | YES |
| Bottom Bracket | YES |
| Chain | NO |
| Crank Arms | YES |
| Chainrings | NO |
| Pedal | YES |
| Cassette / Freewheel | NO |
| Derailleur | YES |
| Hub Motor | YES |
| Mid Motor | YES |
| Front Hub | YES |
| Front Rim | YES |
| Rear Rim | YES |
| Rear Hub (mid drive) | YES |
| Spokes | YES |
| Tires | NO |
| Tubes | NO |
| Rim Strips | YES |
| Wheel Truing | NO |
| Seat | YES |
| Seat Post | YES |
| Seat Binder | YES |
| Paint | Yes (not fading or scratching) |
| Decals | Yes (not fading or scratching) |
| Charger | YES |
| Front Light | YES, NO BULB |
| Rear Light | YES, NO BULB |
| Fenders | YES |
| Rack | YES |