Warranty & Aftercare Policy
What our 12-month Standard Warranty and Platinum Plus membership cover, what they don’t, and how to get help with a fault.
Important: your statutory rights are separate
The Standard Warranty and Platinum Plus are commercial benefits provided in addition to your statutory consumer rights. Nothing in this policy excludes or restricts rights you may have under the Consumer Rights Act 2015 or other applicable law. A commercial warranty expiring does not, by itself, determine whether statutory rights still apply.
Purpose and scope
This policy explains the warranty and aftercare arrangements offered by Mobility Connect Ltd, including the 12-month Standard Warranty and the optional Platinum Plus membership. It is designed to give customers a clear description of what is covered, what is not covered, how assistance is arranged and how the separate insurance benefits operate.
The Standard Warranty applies to mobility products sold by Mobility Connect, including new, ex-demo, refurbished and pre-owned products, unless a specific written exception is agreed on the order. Platinum Plus is available for mobility scooters and powerchairs only.
At-a-glance comparison
| Benefit | Standard Warranty | Platinum Plus |
|---|---|---|
| Duration | 12 months from delivery | Ongoing while membership remains active and paid |
| Manufacturing faults | Parts and labour | Covered during first 12 months under Standard Warranty; ongoing eligible mechanical/electrical fault cover thereafter |
| Engineer call-outs | Charge may apply depending on distance/circumstances; often waived for first reported issue | Unlimited eligible call-outs; normally no call-out charge |
| Batteries | Tested where a defect is suspected; defective batteries replaced free of charge | Normal deterioration/end-of-life covered where charging, storage and use guidance has been followed |
| Tyres / punctures | Punctures and normal tyre damage/wear are not covered | Tyre wear/damage through normal use covered; puncture support included subject to plan/insurance arrangements |
| Annual service | Not included | One service every 12 months; customer must contact Mobility Connect to book |
| Courtesy product | No automatic entitlement | Guaranteed once on-site assessment confirms workshop repair is required; timing depends on logistics/availability |
| Insurance / recovery | 1 month complimentary cover on eligible purchases under £5,000, subject to insurer acceptance | Plus Insurance and 24-hour breakdown recovery where insurer accepts the customer |
Standard Warranty
3.1 Duration and provider
Mobility Connect Ltd provides a 12-month Standard Warranty from the date of delivery. Mobility Connect remains the customer-facing warranty provider and may liaise with the manufacturer, an approved engineer or a manufacturer-authorised repairer where appropriate.
The 12-month commercial warranty does not normally restart or extend when a repair is carried out or a replacement part is fitted. Any separate guarantee applying to a replacement component will be passed on where applicable. Statutory rights remain unaffected.
3.2 What the Standard Warranty covers
The Standard Warranty covers parts and labour required to remedy genuine manufacturing faults. Mobility Connect may inspect, test or assess the product before deciding whether the issue is covered.
Where a covered fault cannot reasonably be repaired, Mobility Connect will provide the remedy required or appropriate under applicable consumer law, which may include replacement or another lawful resolution depending on the circumstances.
3.3 Engineer attendance and target timescale
Mobility Connect aims to attend or arrange an engineer visit within 10 working days of a Standard Warranty issue being logged. This is a service target, not a guaranteed deadline, and may be affected by customer location, workload, parts availability and the nature of the fault.
A call-out charge may apply depending on distance and circumstances. In practice, Mobility Connect will often waive the standard call-out charge for the customer's first reported warranty issue. Any charge will be explained before attendance.
3.4 Workshop repairs, transport and temporary mobility
If a covered Standard Warranty fault cannot reasonably be repaired at the customer's location, Mobility Connect will normally arrange and pay for collection to its workshop and redelivery after repair.
The Standard Warranty does not include an automatic courtesy product. Mobility Connect may, at its discretion, agree in advance to contribute towards or reimburse reasonable private hire costs. Any such reimbursement must be approved before the hire is booked and is subject to valid receipts.
Standard Warranty – batteries, tyres and insurance
4.1 Batteries
Batteries are consumable items and are not automatically treated as a normal warranty replacement. Where a battery fault is reported, an engineer will normally collect the batteries for workshop testing.
If testing confirms a genuine battery defect, the defective battery or batteries will be replaced free of charge. If testing does not show a defect and the issue is attributable to age, normal deterioration, charging/storage practices, misuse or another non-warranty cause, replacement may be chargeable.
4.2 Tyres and punctures
Punctures, normal tyre wear and tyre damage are not covered by the Standard Warranty. A genuine manufacturing defect affecting a tyre will be assessed separately.
4.3 Complimentary one-month insurance and breakdown recovery
Eligible purchases below £5,000 may include one month of complimentary insurance and breakdown recovery arranged through Mark Bates Ltd. This is separate from the Standard Warranty and is subject to the insurer's eligibility, underwriting, policy terms, limits and exclusions.
Activation may take up to 7 days following purchase. Customers who need confirmation sooner may contact Mark Bates Ltd directly. Mark Bates Ltd may refuse cover because of claims history, relevant convictions or other underwriting criteria. Complimentary insurance is therefore not guaranteed simply because a product has been purchased.
Platinum Plus membership
Platinum Plus is an optional ongoing aftercare membership for mobility scooters and powerchairs. It is designed to help customers budget for the ongoing cost of maintaining and repairing their mobility product, including certain recurring costs such as tyres and qualifying battery replacement.
5.1 Price and payment options
- Monthly: £39.95 per month by Direct Debit through GoCardless.
- 12-month prepaid option: £399.50 paid upfront by card.
- There is no joining or administration fee. No VAT is added to the Platinum Plus membership charge.
The prepaid 12-month option does not automatically renew. Mobility Connect will contact the customer before the end of the period to discuss renewal.
5.2 Eligibility and start date
Platinum Plus can normally be added within 12 months of the customer's original Mobility Connect purchase. Joining is subject to Mobility Connect approval and, where appropriate, inspection of the product.
Cover starts on the date the customer joins once the first payment has been successfully taken. Where the customer joins by telephone or another distance method and asks for the service to start immediately, Mobility Connect obtains the customer's express request for immediate commencement.
Any associated insurance starts only once accepted and activated by Mark Bates Ltd under the insurer's own terms.
5.3 Platinum Plus during the first 12 months
During the first 12 months, manufacturing faults continue to be dealt with under Mobility Connect's Standard Warranty. Platinum Plus sits on top of that warranty and provides the additional aftercare, tyre, battery, service, priority, courtesy product and insurance/recovery benefits described below.
Platinum Plus core benefits
6.1 Lifetime repair warranty
What “lifetime warranty” means
While Platinum Plus remains active and fully paid, Mobility Connect will continue to provide parts and labour cover for eligible mechanical and electrical faults affecting the covered product, even after the original 12-month Standard Warranty has expired. “Lifetime” means the lifetime of the covered product while the membership remains active; it is not an unlimited new-for-old replacement guarantee.
The lifetime repair warranty remains subject to the exclusions, customer responsibilities and repairability provisions in this policy.
6.2 Unlimited eligible call-outs and priority repairs
Platinum Plus includes unlimited engineer call-outs for eligible faults. There is normally no standard call-out charge. Mobility Connect may charge where an attendance is reasonably considered unnecessary because the customer did not follow troubleshooting or instructions provided before the visit, or where a customer misses an agreed appointment for reasons within their control.
Platinum Plus jobs are prioritised ahead of Standard Warranty work where reasonably practicable. Mobility Connect will aim to attend and progress repairs as soon as reasonably practicable, but no fixed attendance or completion time is guaranteed.
6.3 Battery cover
Platinum Plus battery cover includes normal battery deterioration and end-of-life, provided the customer has followed the manufacturer's charging, storage and usage guidance and there is no evidence of misuse, neglect or avoidable damage. This is intentionally broader than the battery protection included in the Standard Warranty.
6.4 Tyres and punctures
Normal tyre wear and tear and tyre damage arising through ordinary use are covered under Platinum Plus. Puncture assistance is also included. The associated Mark Bates policy currently supports up to three puncture attendances per policy year; if further punctures occur, Mobility Connect continues to provide puncture support under Platinum Plus, subject to the wider terms of the membership.
6.5 Annual service
Platinum Plus includes one service every 12 months. The customer is responsible for contacting Mobility Connect to arrange the service. It is normally carried out at the customer's home by a Mobility Connect engineer at no additional call-out charge.
The service is a general safety, mechanical and electrical condition check, including relevant items such as brakes, tyres, steering, electrical operation, batteries/charging, lights/controls and general mechanical condition. Additional repair work identified during the service is dealt with separately under the normal Platinum Plus coverage rules.
Missing or failing to book an annual service does not, by itself, invalidate Platinum Plus cover.
Courtesy product and workshop repair under Platinum Plus
Courtesy product is not immediate on first report
A courtesy scooter is not automatically supplied as soon as a fault is reported. Mobility Connect must first arrange for an engineer to assess the product. The courtesy product guarantee applies only when the engineer determines that the repair cannot reasonably be completed at the customer's location and the product needs to be taken to Mobility Connect's workshop.
Once that threshold is met, Mobility Connect will arrange and pay for collection, workshop repair and redelivery. A suitable courtesy product is guaranteed, although the precise timing may depend on logistics and the availability of a reasonably suitable courtesy product.
The customer must take reasonable care of any courtesy product, follow operating and charging instructions and return it in substantially the same condition, allowing for reasonable use. The customer may be responsible for loss or damage caused by misuse, negligence or damage for which they are responsible.
Insurance and 24-hour breakdown recovery
Mobility Connect Ltd is an Appointed Representative of Mark Bates Ltd for relevant insurance activities. The insurance element of Platinum Plus is separate from the Mobility Connect warranty and aftercare benefits.
8.1 Plus Insurance
Where the customer is accepted by the insurer, Mobility Connect arranges a Plus Insurance policy through Mark Bates Ltd. Subject to the insurer's policy terms, limits and exclusions, the policy includes cover such as accidental damage, theft and fire, together with 24-hour breakdown recovery and other insured benefits stated in the current policy documentation.
The insurer's Insurance Product Information Document and full policy wording are the definitive source for insured benefits, exclusions, geographical limits, claims conditions and any applicable excess.
8.2 If the insurer declines or later cancels cover
Insurance is subject to Mark Bates Ltd's eligibility and underwriting criteria. If Mark Bates declines the customer, cancels the policy or refuses renewal, Platinum Plus can continue without the insurance element at the same Platinum Plus price. Mobility Connect will tell the customer when this occurs.
8.3 Accidental damage is an insurance matter
Accidental damage is not covered by the Standard Warranty or by the warranty element of Platinum Plus. Where insurance applies, accidental damage is dealt with as an insurance claim under the Mark Bates policy.
8.4 Insurance claim process
A customer may contact either Mobility Connect or Mark Bates Ltd first, but the quickest route is normally for Mark Bates Ltd to open the insurance claim and for Mobility Connect to arrange the technical assessment, quotation, parts and repair. Both parties will usually need to be involved.
Mobility Connect will normally wait for Mark Bates Ltd to authorise the claim and repair cost before ordering parts or booking the repair appointment.
8.5 Insurance when Platinum Plus ends
The linked insurance is normally cancelled when Platinum Plus ends. Where a claim has already been made during the insurance year and the insurer's terms mean no premium refund is available, Mobility Connect may allow the insurance policy to remain in force until its existing expiry date.
Exclusions and limits
Unless expressly stated otherwise, the Standard Warranty and the warranty element of Platinum Plus do not cover:
- accidental damage (which may instead be an insurance matter where cover applies);
- misuse, neglect or failure to follow manufacturer operating, charging or storage guidance;
- water ingress;
- unauthorised modification, attempted repair or third-party work not approved by Mobility Connect;
- cosmetic damage or deterioration that does not result from an underlying covered fault;
- faults caused by external factors rather than the product itself;
- commercial, hire, rental or business use; the plans are intended for personal/domestic mobility use.
Routine wear and tear is not generally covered under Platinum Plus unless the policy expressly says otherwise. Tyres are a specific exception, and qualifying battery deterioration/end-of-life is also covered. Cosmetic deterioration such as worn or torn seat upholstery from ordinary use is not normally covered.
Routine maintenance items – for example bulbs, fuses, brushes, adjustments, upholstery, trim and similar components – are considered individually depending on whether the issue is routine maintenance, wear and tear, accidental damage or an underlying covered fault.
Reporting a fault and authorising repairs
Customers should contact Mobility Connect before arranging any repair, replacement part or third-party engineer attendance. Costs incurred without prior approval will not normally be reimbursed.
When reporting a fault, customers should provide their name and postcode, product/model, a description of the issue, when it started, any troubleshooting already attempted and, where helpful, photos or video.
Mobility Connect may inspect, test or assess the product before confirming whether the issue is covered. If an assessment shows that the problem falls outside the warranty or Platinum Plus cover, Mobility Connect will normally waive the diagnostic charge, but any repair, parts, labour or transport outside the plan may be chargeable. The customer will be told the cost before chargeable work proceeds.
Repairs are normally carried out by Mobility Connect's own engineers/workshop, but an approved third-party engineer, manufacturer or manufacturer-authorised repairer may be used where appropriate.
Mobility Connect may use new, suitable reconditioned or suitable equivalent parts where they are safe, compatible and appropriate for the product.
Parts availability and products that cannot be repaired
Mobility Connect will take reasonable steps to progress covered repairs as quickly as reasonably practicable and will keep the customer updated where there is a material delay. Repair times can be affected by matters outside our reasonable control, including manufacturer backorders, specialist parts, discontinued components and third-party supply delays. Any timescale given is an estimate unless expressly stated otherwise.
Where statutory consumer rights apply, nothing in this policy affects the customer's right to a qualifying repair or replacement within the requirements of applicable consumer law.
After the original 12-month Standard Warranty has expired, Platinum Plus is primarily a repair warranty and does not provide an automatic entitlement to a new replacement product. Where an essential component is permanently unavailable, obsolete or no safe compatible part can reasonably be obtained, Mobility Connect will discuss the available options with the customer. These may include a suitable compatible or reconditioned component, another reasonable resolution, or termination of Platinum Plus for that product where continued support is no longer reasonably possible.
If Platinum Plus is terminated for this reason, no further membership payments will be taken and any unused prepaid membership amount will be refunded on a pro-rata basis. Statutory rights relating to the original purchase remain unaffected.
Customer responsibilities
To help us provide safe and effective support, customers must:
- follow the manufacturer's operating, charging and storage instructions;
- keep the product reasonably maintained and maintain appropriate tyre pressures where relevant;
- report faults promptly;
- stop using the product if continued use may be unsafe or may worsen the fault;
- follow reasonable troubleshooting instructions before an engineer visit;
- provide reasonable access for inspection, service or repair;
- tell Mobility Connect if the covered product is sold, gifted, replaced or permanently moved outside mainland Great Britain.
A reasonable wasted-visit or rebooking charge may apply where an agreed engineer/service appointment is missed for reasons within the customer's control. Any charge will be explained before the replacement appointment is booked.
Product ownership, replacement and transfer
13.1 Standard Warranty transfer
Transfer of the 12-month Standard Warranty to a new owner is considered case by case and is not automatically guaranteed.
13.2 Platinum Plus is tied to the covered product
Platinum Plus is tied to the specific scooter or powerchair enrolled on the plan and does not automatically transfer if the customer sells, gifts or otherwise transfers ownership. The customer must notify Mobility Connect so the membership and payments can be cancelled. A new owner would need to apply separately if eligible.
13.3 Replacement products
Where Mobility Connect replaces the covered product under the Standard Warranty or as a statutory consumer-law remedy, the existing Platinum Plus membership automatically transfers to the replacement product. Mobility Connect will arrange any necessary update or replacement of the associated Mark Bates insurance policy.
Where a product is stolen, written off or replaced following an accepted insurance claim, Platinum Plus will normally transfer to the replacement product. A new insurance policy will normally need to be arranged because the insurer may cancel the policy on the original product. If the replacement product is materially different in type, value or servicing cost, Mobility Connect may review the Platinum Plus price or terms and will give advance notice of any proposed price change.
Geographic service area
Mobility Connect's engineer attendance, warranty call-out and Platinum Plus repair service are provided within mainland Great Britain.
If a Platinum Plus customer permanently moves outside mainland Great Britain, Platinum Plus must be cancelled because the engineer service can no longer be provided. Any unused prepaid membership amount will be refunded on a pro-rata basis.
If a customer moves outside mainland Great Britain during the 12-month Standard Warranty, the warranty itself remains valid, but home engineer attendance is no longer available. The customer will need to make suitable arrangements for the product to be made available within mainland Great Britain for assessment or repair.
Platinum Plus payments, suspension and cancellation
15.1 Missed payments
If a Platinum Plus payment is missed, cancelled or otherwise remains unpaid, Mobility Connect warranty/aftercare benefits are suspended immediately until the account is brought fully up to date. If the account remains unpaid for 3 months, the membership ends. Reinstatement and treatment of any fault arising during the suspension period are considered case by case.
The associated Mark Bates insurance will normally remain in force until Platinum Plus is formally terminated, subject to the insurer's own terms.
15.2 Customer cancellation
Customers may cancel Platinum Plus at any time by telephone or by emailing [email protected] or [email protected]. Mobility Connect benefits end immediately when cancellation takes effect.
For monthly membership, any unused part of a paid monthly period will be refunded on a pro-rata basis. For the £399.50 prepaid 12-month option, the unused portion will also be refunded pro-rata from the cancellation date. Refunds are normally made using the same payment method originally used unless another method is agreed.
A repair already accepted under Platinum Plus before cancellation will still be completed.
15.3 Mobility Connect cancellation
Mobility Connect may suspend or terminate Platinum Plus where there is fraud, deliberate misuse, abusive or threatening behaviour, knowingly false claims, repeated unnecessary call-outs, or another valid reason that makes the plan unreasonable to continue. Serious misconduct may justify immediate suspension or termination. In other cases Mobility Connect will normally give reasonable advance notice of at least one full monthly billing cycle.
Where Mobility Connect ends a prepaid membership, any unused prepaid membership amount will normally be refunded pro-rata. Where termination results from fraud, deliberate misuse or another serious breach that has caused Mobility Connect a direct financial loss, Mobility Connect may deduct a reasonable amount reflecting that actual loss where legally permitted.
Platinum Plus price reviews
Mobility Connect may review and change the Platinum Plus price from time to time. A review may reflect general increases in the cost of providing the service and, where appropriate, the individual cost of providing cover, including insurance claims history and use of Platinum Plus benefits such as repairs and engineer attendances.
Any price increase will be communicated at least one full monthly billing cycle before it takes effect. The customer may cancel Platinum Plus before the new price applies.
Complaints and escalation
If a customer disagrees with a warranty or Platinum Plus decision, they may raise the matter under Mobility Connect's Complaints Policy. Formal complaints can be emailed to [email protected].
Where a dispute concerns an insurer's decision rather than Mobility Connect's repair or service, the matter may need to be referred to the insurer under the insurer's complaint process.
Contact Mobility Connect
This policy should be read alongside Mobility Connect Ltd's Customer Terms & Conditions, Cancellation, Delivery & Refund Policy, Complaints Policy and Privacy Notice, together with any applicable Mark Bates Ltd insurance documentation.