LOCO Care - Terms & Conditions

LOCO Care — Terms & Conditions - Updated 17.02.26

 

 

1) Quick Summary (Plain English)

LOCO Care is an annual paid subscription for a specific scooter (tracked by serial number) that provides service benefits based on the tier you choose.

What we solve: Unknown maintenance costs, downtime, lack of support.

This plan is in addition to your consumer rights. Nothing in these terms limits your statutory rights under Irish and EU consumer law.

Non-transferable: The Subscription is tied to the serial number and the customer. It cannot be transferred to another person or scooter, except under the Goodwill Policy (see Section 8.5).

Subscription and Scooter are separate: Any issue with your LOCO Care subscription does not affect your statutory warranty rights or your entitlement to return the Scooter under consumer law. LOCO will not accept a scooter return on the basis that the customer is dissatisfied with their LOCO Care subscription.

 

 

2) Definitions

"LOCO / we / us / our" means LOCO Scooters Limited.

"Customer / you / your" means the purchaser of the LOCO Care subscription.

"Scooter" means the specific e-scooter covered by the subscription, identified by its serial number.

"Subscription" means your annual LOCO Care membership for the Scooter.

"Plan Year" means the 12-month period beginning on the date the Subscription is purchased.

"Water Damage" means electronic component failure or damage caused by water ingress, excluding corrosion/rust to body components and excluding damage caused by misuse (see Exclusions).

"Regular Use" means consumer (non-commercial) use within 10,000 kilometres per Plan Year. Usage beyond this threshold may be subject to Fair Usage Policy review.

"Battery Failure" means an internal hardware or software malfunction that prevents the battery from meeting minimum safety or operational specifications, excluding gradual capacity reduction (degradation) that occurs through normal use. Battery Failure includes:

  • Complete Inoperability: The battery fails to accept charge or deliver power to the motor (with verified functional charger and connections).

  • BMS Malfunction: Failure of the Battery Management System to balance cells, communicate with the vehicle, or engage safety cut-offs.

  • Sudden Voltage Drop: Premature voltage drop below operational threshold (e.g., scooter shuts off while display shows charge remaining).

  • Safety Hazards: Thermal runaway, swelling of casing, leaking electrolyte, or internal short circuit.

  • Extreme Degradation: Capacity loss exceeding 50% within the first year, suggesting defective cells rather than normal wear.

Battery Failure does not include damage from: unauthorised opening, physical impact, third-party chargers, or prolonged periods of dormancy leading to under voltage protection issues.

"Written Off" / "Total Loss" means a Scooter that LOCO determines cannot be safely or economically repaired:

  • Economic Write-Off: Repair cost exceeds 75% of current market value.

  • Safety Write-Off: Damage to critical safety components including:

    • Frame/stem cracks, bends, or fractures in folding mechanism or neck.

    • Battery enclosure breach (punctured, crushed, or significantly dented casing).

    • Any damage that poses latent safety risk as determined by a LOCO technician.

"Annual Service" means a service appointment available once per Plan Year that includes: inspection of the Scooter, adjustments to components (brakes, fixtures), tyre inflation, and identification of parts requiring replacement. Labour for the Annual Service is included. Parts are only included if: (a) they are covered benefits under the Customer's tier, and (b) LOCO determines the part materially impacts the functionality or safety of the Scooter.

"Brake Servicing" means brake adjustments and replacement of wearing brake components (pads, discs, cables) as required, subject to Fair Usage Policy. Brake Servicing does not include brake levers, which are not subject to wear.

"Repairs" means work carried out by LOCO to restore scooter function after a fault or failure.

"Fair Usage Policy" means a policy intended to prevent abuse of "free repairs" and other unlimited benefits.

"Rental Scooter" means a temporary rental scooter provided by LOCO during repairs, subject to availability and any applicable conditions.

 

 

3) Service Scope (By Tier)

3.1 Applies to all tiers (general)

  • Services are delivered by LOCO at any LOCO repair centre in Ireland during business hours.

  • Customer must present the Scooter for service and provide proof of Subscription.

  • Coverage applies to the subscribed Scooter only (tracked by serial number).

  • Excludes theft, loss, and cosmetic damage unless explicitly stated.

  • Excludes damage caused by misuse, stunts, racing, modifications, or unauthorised repair.

  • Rentals are NOT included in any tier. See Section 7 for optional paid rental scooter add-on.

  • LOCO Care is available to customers in Ireland only. LOCO Care is not currently available in the United Kingdom.

3.2 Tier Structure

LOCO Care is offered in two-tier structures depending on the scooter brand and existing warranty coverage:

For KuKirin and brands WITHOUT water damage cover / waterproof rating:

3.3 Essential (€99) — KuKirin / Non-waterproof brands

  • Water damage cover for electronic components damaged by water ingress.

  • 12 months brake servicing and parts (adjustments and component replacement as required, subject to Fair Usage Policy).

3.4 Peace-of-Mind (€199) — KuKirin / Non-waterproof brands

  • One Annual Service per Plan Year (see Section 3.9 for details).

  • Everything in Essential.

  • Unlimited labour on punctures (parts charged separately). LOCO reserves the right to assess whether a repair is necessary; if the scooter is functional and safe, LOCO may elect not to perform the repair.

  • Priority repairs: LOCO will aim to complete service faster than standard, subject to capacity and parts availability.

3.5 All-In (€299) — KuKirin / Non-waterproof brands

  • One Annual Service per Plan Year (see Section 3.9 for details).

  • We fix everything (parts + labour) subject to Fair Usage Policy.

  • Unlimited puncture repairs including tyres and tubes.

  • Whether a part needs to be replaced is determined at LOCO's sole discretion based on whether functionality or safety is materially affected.

  • We will fix it, not cover it or assume liability for the scooter or its usage.

  • Accidental damage is included (subject to Fair Usage Policy and exclusions in Section 4).

  • Priority repairs: LOCO will aim to complete service faster than standard, subject to capacity and parts availability.

For LOCO branded scooters and Pure Electric scooters (Year 1 water cover already included in base warranty):

3.6 Essential (€69) — LOCO / Pure scooters (Year 1)

  • One Annual Service per Plan Year (see Section 3.9 for details).

  • 12 months brake servicing and parts (adjustments and component replacement as required, subject to Fair Usage Policy).

3.7 Peace-of-Mind (€129) — LOCO / Pure scooters (Year 1)

  • One Annual Service per Plan Year (see Section 3.9 for details).

  • 12 months brake servicing and parts (adjustments and component replacement as required, subject to Fair Usage Policy).

  • Unlimited labour on punctures (parts charged separately). LOCO reserves the right to assess whether a repair is necessary; if the scooter is functional and safe, LOCO may elect not to perform the repair.

  • Priority repairs: LOCO will aim to complete service faster than standard, subject to capacity and parts availability.

3.8 All-In (€229) — LOCO / Pure scooters (Year 1)

  • One Annual Service per Plan Year (see Section 3.9 for details).

  • We cover everything (parts + labour) subject to Fair Usage Policy.

  • Unlimited puncture repairs including tyres and tubes.

  • Whether a part needs to be replaced is determined at LOCO's sole discretion based on whether functionality or safety is materially affected.

  • We will fix it, not cover it or assume liability for the scooter or its usage.

  • Accidental damage is included (subject to Fair Usage Policy and exclusions in Section 4).

  • Priority repairs: LOCO will aim to complete service faster than standard, subject to capacity and parts availability.

3.9 Annual Service

Peace-of-Mind and All-In tiers (all brands) include one Annual Service per Plan Year. Essential KuKirin / Non-waterproof brand tiers do not include an Annual Service.

What's included in the Annual Service:

  • Comprehensive inspection of the Scooter

  • Adjustments to components (brakes, tightening/loosening of fixtures)

  • Tyre inflation

  • Identification and recommendation of parts that may require replacement

Labour and parts coverage during Annual Service:

  • Labour: The Annual Service labour is included at no charge for tiers that include the Annual Service.

  • Parts: Parts identified as requiring replacement during the Annual Service are only included if they are covered benefits under your tier, and only if LOCO determines the part materially impacts the functionality or safety of the Scooter.

What this means for each tier:

  • Essential (€69): Brake components identified during the service are included (subject to Fair Usage Policy). All other parts are chargeable.

  • Peace-of-Mind (€129/€199): Brake components are included (subject to Fair Usage Policy). Puncture repair labour is included; tyre/tube parts are chargeable. All other parts are chargeable.

  • All-In (€229/€299): All parts and labour identified during the service are included (subject to Fair Usage Policy and exclusions in Section 4).

Chargeable repairs identified during Annual Service:

  • If LOCO identifies repairs or replacement parts during the Annual Service that are not covered by your tier, these repairs will be quoted separately (including both parts and labour for that specific repair).

  • Repairs identified during the Annual Service that fall outside Fair Usage Policy limits are chargeable, even if that component type would normally be covered by your tier.

  • You are not obligated to proceed with any quoted repairs; the Annual Service inspection and covered work will still be completed.

Booking:

  • The Annual Service must be booked through LOCO's standard service booking process.

  • The Annual Service may only be booked during months 7 to 12 of the Plan Year.

  • The Annual Service is available once per Plan Year and does not roll over to subsequent years if unused.

 

 

4) What is NOT included (Global Exclusions)

LOCO Care does not cover:

  • Battery degradation: Natural capacity loss over time is not covered. Battery failure may be covered under Fair Usage Policy for All-In tiers (see Section 6).

  • Intentional damage: Damage caused deliberately.

  • Accidental damage (unless you have purchased an All-In tier, which includes accidental damage subject to Fair Usage Policy).

  • Repairs or modifications performed by someone other than LOCO: Unauthorised repairs or modifications (hardware or software) void coverage.

  • Theft.

  • Commercial use: LOCO Care is for consumer use only. Commercial use is not eligible.

  • Cosmetic damage that does not affect function (scratches, dents, scuffs).

  • Routine cleaning.

Water damage cover (where applicable) does not include:

  • Rusted or corroded body components.

  • Damage from misuse such as submersion, pressure/jet washing, or knowingly riding in conditions that would reasonably be expected to cause damage.

 

 

5) How Service Works (Minimum Operational Terms)

5.1 Booking and attendance

  • Services must be booked through LOCO's normal service booking process.

  • You must deliver and collect the Scooter during business hours.

5.2 Proof of coverage

  • LOCO may require proof of Subscription.

  • Proof of Subscription is your order number.

  • The Subscription applies to a single Scooter serial number.

5.3 Repairs and parts

  • Where a benefit includes labour only (e.g., puncture repairs on Peace-of-Mind tiers), parts are excluded and will be quoted separately. Brake servicing parts are included on all tiers, subject to Fair Usage Policy.

  • LOCO will not fit parts supplied by customers. All parts used in repairs must be purchased from LOCO.

5.4 No SLA guarantee (but priority handling for higher tiers)

  • Where a tier includes "priority" treatment, it means LOCO will aim to complete service faster than standard service, subject to capacity and parts availability.

  • No guaranteed turnaround time is offered.

5.5 Multiple repairs in a single visit

  • If you present your Scooter with multiple issues in a single service visit, this counts as one repair per each category of repair (brake adjustment, puncture etc.) for Fair Usage Policy purposes.

5.6 Service unavailability (All-In tiers only)

LOCO will use reasonable efforts to source parts and schedule repairs, but does not guarantee availability or turnaround times.

 

 

6) Fair Usage Policy

The Fair Usage Policy applies to benefits across all tiers to prevent abuse and ensure sustainable service delivery.

6.1 Brake Servicing (Essential, Peace-of-Mind, All-In)

Brake servicing and parts are included in Essential (€69/€99), Peace-of-Mind (€129/€199), and All-In (€199/€299) tiers, subject to Fair Usage Policy.

Fair usage limits for brake components:

  • LOCO will replace wearing brake components (pads, discs, cables) when required for safe operation.

  • Repeated brake replacements within a short period may trigger a usage review.

  • LOCO may set reasonable limits on wearing brake component replacements where usage is materially higher than normal customer use.

  • Maximum number of brake pad/disc replacements per Plan Year: 4 replacements

6.2 All-In "Free Repairs"

The All-In tier includes free repairs (parts labour) for the Plan Year for normal personal use, subject to fair usage.

Included in principle:

  • Mechanical and electrical repairs required to keep the Scooter operational, where failures arise through normal use.

  • Puncture repairs including tyres and tubes are included for All-In tiers.

Not included / limits:

  • Intentional damage and misuse are excluded.

  • Battery: covered for failure, not natural degradation.

    • Battery coverage condition (km cap): Batteries may be covered for failure for the first 10,000 km, provided the Subscription is maintained continuously.

    • After 10,000 km: battery failures are excluded (unless required by law).

  • LOCO may set reasonable limits on repeated repair types where usage is materially higher than normal customer use.

6.3 Review and abuse prevention (applies to all tiers)

If LOCO believes service usage is excessive or inconsistent with normal personal use, LOCO may:

  • request additional information about usage;

  • require inspection before approving further repairs;

  • refuse further covered repairs or services where misuse or abuse is identified.

 

 

7) Rental Scooter (Optional Paid Add-On)

Rentals are NOT included in any LOCO Care tier.

Optional paid rental scooter service:

  • €15 fixed fee per repair (charged only if you take a rental scooter).

  • Covers the full rental period until your scooter is ready for collection.

  • This represents a 50% discount from the standard rental rate of €30.

Rental scooter rules:

  • Rental Scooter is for temporary use while your Scooter is being repaired by LOCO.

  • Subject to availability.

  • The Rental Scooter will be like-for-like or of a similar value or less than your Scooter. LOCO cannot guarantee an exact match in model or specification.

  • You are responsible for loss, theft, or damage to the Rental Scooter while it is in your possession, except where caused by LOCO.

  • ID required: Yes

  • Deposit required: No

  • Daily late return charge: €5 per day after 3 business days notice to collect your scooter from us.

 

 

8) Subscription Term, Renewal, and Cancellation

8.1 Term and Payment

Subscription start:

  • The Subscription starts on the date of purchase.

  • The Subscription is annual and runs for one Plan Year from the purchase date.

Payment:

  • All common payment methods are accepted (card, cash in-store, digital wallets).

  • In-store purchases: If payment is not accepted, LOCO will retry the transaction. Subscription does not apply until payment is received.

  • Online purchases: You will be prompted to retry payment if the initial transaction fails. Subscription does not apply until payment is received.

  • No benefits or services are available until payment is successfully processed.

8.2 Renewal

Auto-renewal:

  • The Subscription auto-renews annually unless cancelled at least 14 days before the renewal date.

  • If you cancel, your Subscription remains active until the end of the current Plan Year. You will not be charged for the next Plan Year.

  • Non-card payments (cash, finance, etc.): Auto-renewal applies only where a valid card payment method is on file. Where the original Subscription was paid by cash or other non-recurring payment method, the Subscription will expire at the end of the Plan Year unless the Customer actively renews.

Renewal notification:

  • LOCO will contact you 30 days before your renewal date to confirm the renewal and notify you of any changes to pricing or terms.

Price changes:

  • LOCO may increase the subscription price at renewal. You will be notified of any price increase at least 30 days before your renewal date.

  • If you do not wish to accept the new price, you may cancel before the renewal date.

Payment method updates:

  • If your payment method has expired or is no longer valid, LOCO will contact you to update your payment details.

  • If payment cannot be processed, LOCO will retry the payment. If payment is not received after retries, your Subscription will not renew and benefits will not apply for the new Plan Year.

8.3 Cooling-off period (distance sales)

If the Subscription is purchased online or by phone (distance sale), you may have a statutory right to cancel within 14 days, subject to Irish/EU consumer law.

How to cancel:

  • By submitting LOCO's cancellation form online.

  • By requesting a cancellation email link and replying via email.

Confirmation: LOCO will send cancellation confirmation within 2 business days.

8.4 Refunds

After cooling-off period:

  • Non-refundable: No refunds after the cooling-off period, except where required by law.

  • The Subscription is tied to the serial number and customer and cannot be transferred.

8.5 Goodwill Policy (Replacement Scooter)

If your subscribed Scooter is stolen, written off (as defined in Section 2), or you purchase a new scooter from LOCO during your Plan Year:

  • You may transfer the remaining time balance of your Subscription to the new scooter.

  • The remaining subscription value is calculated on a pro-rata basis based on months unused.

  • The pro-rata balance is deducted from the cost of a new 12-month LOCO Care plan on the replacement scooter.

  • The goodwill transfer and balance payable must be paid at the point of purchase of the replacement scooter.

Example:

  • You used the plan for 2 months.

  • Your scooter was stolen.

  • You buy a new scooter from LOCO.

  • You have 10 months remaining on your original plan.

  • The value of those 10 months is deducted from a new 12-month plan on the replacement scooter.

  • The balance is paid at the point of purchase of the replacement scooter.

Conditions:

  • Applies only when purchasing a replacement scooter from LOCO.

  • Goodwill transfer must be requested and payment made at the time of purchasing the replacement scooter.

 

 

8.6 Failed payment / non-payment

  • If the renewal charge fails, LOCO will retry payment.

  • No benefits apply for the new Plan Year until payment is received.

  • If payment is not received after retries, LOCO may cancel the Subscription and suspend benefits.

9) Liability

To the maximum extent permitted by law:

  • LOCO is not liable for indirect or consequential losses (e.g., loss of earnings, missed work) arising from Scooter downtime.

  • Nothing in these terms limits liability where it cannot legally be limited.

 

 

10) Data Protection and Privacy

LOCO collects and processes personal data (including your name, contact details, scooter serial number, and service history) in order to provide LOCO Care services.

Your personal data is processed in accordance with the General Data Protection Regulation (GDPR) and Irish data protection law.

For full details on how we collect, use, and protect your personal data, please see our Privacy Policy.

 

 

11) Changes to Terms

LOCO may update these terms from time to time.

Updates apply on renewal only: If we make changes to these terms, the updated terms will apply to new subscriptions and renewals from the date of the change. Your current Plan Year will continue under the terms that applied when you purchased or last renewed your Subscription.

 

 

12) Governing Law and Jurisdiction

These terms and conditions are governed by the laws of Ireland.

Any disputes arising from these terms or your Subscription shall be subject to the exclusive jurisdiction of the Irish courts.

 

 

13) Contact and Complaints

Contact details:

  • Customer support email: info@locoscooters.ie

  • Customer support phone: 01 524 2062 (select the option for repairs)

When contacting us:

  • Please have your Order number ready.

Disputes and complaints:

  • If you have a complaint or dispute regarding your Subscription, please contact us using the details above.

  • If we cannot resolve your complaint to your satisfaction, you may pursue your claim through the Irish Small Claims Court (claims up to €2,000).

  • Nothing in these terms prevents you from exercising your statutory rights under Irish or EU consumer law.

 

 

14) Acceptance of Terms

By purchasing a LOCO Care subscription, you confirm that:

  • You have read, understood, and agree to be bound by these Terms & Conditions.

  • You understand the scope of coverage provided by your chosen tier, including the exclusions and Fair Usage Policy.

  • You confirm that the Scooter covered by this Subscription is for personal, non-commercial use.

  • You acknowledge that LOCO Care is a service subscription and does not constitute insurance.