Terms and Conditions

1. These Terms

• 1.1 What these terms cover: These are the terms and conditions on which we supply products to you, whether they are goods, services, or digital content.

• 1.2 Why you should read them: Please read these terms carefully before submitting your order. They explain who we are, how we provide products, how contracts may be altered or ended, what to do if a problem arises, and other essential information.

2. Information About Us and How to Contact Us

• 2.1 Who we are: Website SparkRiders.co.uk is operated by Hello Raim Ltd, a company registered in England and Wales. Our company registration number is 14199578, and our registered office is located at 16 Lewis Road, Coventry, England, CV1 4HZ.

• 2.2 How to contact us: You can reach our customer support team by emailing us at admin@sparkriders.co.uk.

• 2.3 How we may contact you: If we need to contact you, we will do so by telephone or by writing to the email or postal address you provided in your order. When the words "writing" or "written" are used in these terms, this includes emails.

3. Our Contract With You

• 3.1 Order acceptance: Our acceptance of your order takes place when we email you a formal order confirmation, at which point a legally binding contract comes into existence between you and us.

• 3.2 If we cannot accept your order: If we are unable to accept your order, we will inform you in writing and will not charge you. This situation may arise due to stock unavailability, unexpected resource limits, errors identified in product pricing or descriptions, or an inability to meet a specific delivery deadline.

• 3.3 Your order number: We will assign a unique order number to your purchase upon acceptance. Please quote this order number whenever you contact us regarding your purchase.

4. Our Products

• 4.1 Minor variations: Product images on our website are for illustrative purposes only. While we make every effort to display colours accurately, we cannot guarantee that your device’s screen display perfectly reflects the true colour of the products. Your product and its packaging may vary slightly from those images.

5. Your Rights to Make Changes

If you wish to make a change to an order you have placed, please contact us immediately. We will let you know if the change is possible. If feasible, we will notify you of any adjustments to the price, delivery timelines, or any other necessary details, and ask you to confirm whether you wish to proceed with the change.

6. Our Rights to Make Changes

• 6.1 Minor adjustments: We may make minor adjustments to our products to reflect updates in relevant laws and regulatory requirements, or to implement minor technical adjustments and security improvements. These changes will not negatively impact your use of the product.

• 6.2 Significant changes: If we make more significant changes to the products or these terms, we will notify you in advance. You may then contact us to end the contract before the changes take effect and receive a full refund for any products paid for but not yet received.

7. Providing the Products

• 7.1 Delivery costs: Delivery costs will be displayed clearly on our website or handled in accordance with our standalone Shipping Policy.

• 7.2 Delivery timelines: We will provide estimated delivery timelines during the order process. Standard delivery will occur as soon as reasonably possible and, in any event, within 30 days of order acceptance.

• 7.3 Delays outside our control: If supply is delayed by an event outside our control, we will contact you as soon as possible and take steps to minimise the delay. We are not liable for delays caused by such events, but if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for products paid for but not received.

• 7.4 Failed delivery attempts: If no one is available to sign for the delivery, our courier will leave a calling card explaining how to rearrange delivery. After multiple failed attempts (as detailed in our Shipping Policy), the item will be returned to our depot.

• 7.5 Non-rearranged delivery: If you do not rearrange delivery or collect the items from the depot, we will contact you for further instructions. We reserve the right to charge you for storage and additional delivery costs. If we cannot reach you despite reasonable efforts, we may terminate the contract (see Clause 10.2).

• 7.6 Late delivery legal rights: You have legal rights if we deliver goods late. You may treat the contract as ended immediately if we have refused to deliver the goods, or if a strict delivery deadline was explicitly agreed upon before order acceptance.

• 7.7 New delivery deadlines: Alternatively, you can grant us a reasonable new delivery deadline. If we miss this new deadline, you may end the contract.

• 7.8 Responsibility for goods: The products become your legal responsibility from the moment they are delivered to the shipping address provided.

• 7.9 Transfer of ownership: You own the goods once we have received payment in full.

• 7.10 Required information: We may require specific information from you to fulfill your order. If you fail to provide this information within a reasonable window, or provide incomplete data, we may either end the contract or apply a reasonable surcharge to cover extra processing work.

• 7.11 Suspending supply: We may temporarily suspend product supply to address technical issues, make adjustments, or update products in line with regulatory changes. We will contact you in advance unless the issue is an emergency. If supply is suspended for more than 30 days, you may cancel the contract and receive a full refund.

• 7.12 Suspension for non-payment: If you fail to pay us when due and do not resolve the payment within 14 days of a written reminder, we reserve the right to suspend supply until outstanding amounts are settled.

8. Your Rights to End the Contract

• 8.1 Ending your contract: Your rights to end the contract depend on what you bought, whether the item is faulty, our performance, and when you choose to cancel:

  • 8.1.1 Faulty/Misdescribed items: You have a legal right to a repair, replacement, or refund (see Clause 11).

  • 8.1.2 Due to our actions: If you are canceling because of something we have done or notified you we are going to do (e.g., pricing errors, major delays), see Clause 8.2.

  • 8.1.3 Change of mind: Under the Consumer Contracts Regulations 2013, you have a statutory right to change your mind within a 14-day cooling-off period starting the day you (or your nominee) receive the goods. This is subject to deductions if the item has been used or damaged.

• 8.2 Immediate termination: If you end the contract for reasons 8.2.1 to 8.2.5 below, it terminates immediately, and we will refund you in full for items not provided:

  • 8.2.1 You disagree with an upcoming material change to the terms or products.

  • 8.2.2 We notify you of an error in the price or description, and you wish to cancel.

  • 8.2.3 There is a risk of significant delay due to events outside our control.

  • 8.2.4 We suspend supply for technical reasons for a period exceeding 30 days.

  • 8.2.5 You have a legal right to terminate due to a breach on our part.

9. How to End the Contract With Us

• 9.1 Contact us: To cancel or end your contract, email us at admin@sparkriders.co.uk. Please provide your name, delivery address, order number, and contact details.

• 9.2 Returning products: If you terminate the contract after products are dispatched, you must return them to us. For heavy/large items like electric scooters, you must either arrange an authorized return or request that we collect the item.

  • Packaging requirement: Scooters must be securely packed in their original box. If you no longer have the original box, we can supply a replacement shipping box for a fee.

  • Small accessories or spares may be sent back via mail to our designated returns address upon confirmation from support.

  • Items must be sent back or made available for collection within 14 days of your cancellation notice.

• 9.3 Return shipping costs: We will cover the costs of return/collection only if the item is faulty or misdescribed, or if you are canceling due to an error, suspension, or delay on our part. In all other circumstances (including changing your mind), you must cover the return shipping and packaging costs.

• 9.4 Refunds: We will issue refunds using the same payment method you used for the purchase.

• 9.5 Deductions for change of mind: If you exercise your 14-day right to change your mind:

  • 9.5.1 We may reduce your refund to reflect any loss in value caused by handling the item in a way that wouldn't be permitted in a retail shop (e.g., riding an electric scooter outdoors, causing tyre wear, dirt, scratches, or dents). If a refund is issued before inspection and we later discover unacceptable handling, you must pay us an compensatory amount.

  • 9.5.2 The maximum delivery fee refund will be capped at our standard, least expensive delivery option.

• 9.6 Refund timeline: Change-of-mind refunds will be processed within 14 days of us receiving the item back (or receiving proof of return shipment).

10. Our Rights to End the Contract

• 10.1 Breach of contract: We may terminate the contract at any time by writing to you if:

  • 10.1.1 You fail to make due payments within 14 days of a reminder notice.

  • 10.1.2 You fail to provide necessary fulfillment information within a reasonable timeframe.

  • 10.1.3 You do not allow us to deliver the products or fail to collect them.

• 10.2 Compensation for breach: If we end the contract due to your breach (Clause 10.1), we will refund advanced payments for unprovided goods, but we may deduct reasonable administrative and logistical compensation costs.

• 10.3 Product withdrawal: If we must stop selling a product, we will notify you in advance and refund any advanced payments for items that will not be delivered.

11. If There Is a Problem With the Product

• 11.1 How to report issues: If you have questions or complaints, please email us immediately at admin@sparkriders.co.uk.

• 11.2 Legal rights summary: We are under a legal obligation to supply goods that conform to this contract and are of satisfactory quality. Nothing in these terms compromises your statutory consumer rights.

12. Price and Payment

• 12.1 Displayed pricing: The product price (inclusive of VAT) will be the price indicated on the checkout pages.

• 12.2 VAT adjustments: If the VAT rate changes between your order date and delivery date, we will adjust the rate you pay, unless payment was settled in full before the change took effect.

• 12.3 Pricing errors: If a pricing error is obvious, unmistakable, and could reasonably have been recognized by you as a mispricing, we are not obligated to honor it. We will contact you for instructions or cancel the order, refunding any amounts paid and requiring the return of goods already sent.

• 12.4 Payment methods: We accept payment via Amazon Pay, American Express, Google Pay, Apple Pay, Klarna, Mastercard, PayPal, Visa, and Maestro. Payment must be cleared prior to dispatch.

13. Our Responsibility for Loss or Damage Suffered by You

• 13.1 Foreseeable loss: We are responsible for foreseeable loss or damage caused directly by our failure to comply with these terms or our lack of reasonable care and skill. We are not responsible for any loss that is not foreseeable.

• 13.2 Legal liabilities: We do not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or breaches of your core statutory consumer rights.

• 13.3 Domestic use only: We supply products solely for domestic and private use. If you use our items for commercial, business, or resale purposes, we accept no liability for loss of profit, business interruption, or loss of business opportunity.

14. Personal Information

We process your personal data strictly in accordance with our Privacy Policy.

15. Other Important Terms

• 15.1 Agreement transfer: We may transfer our rights and obligations under these terms to another corporate entity. We will notify you in writing if this occurs, ensuring your contractual rights remain protected.

• 15.2 Personal transfer restrictions: You may only transfer your rights or obligations under these terms to another individual if we agree to this in writing.

• 15.3 Third-party rights: This contract is strictly between you and us. No other party has rights to enforce its terms.

• 15.4 Severability: Each paragraph operates independently. If a court finds any provision unlawful, the remaining sections will continue in full force and effect.

• 15.5 Waiver: If we delay in enforcing any provision of this contract, we retain the right to enforce it at a later date.

• 15.6 Governing law and jurisdiction: These terms are governed by English law. Legal proceedings may be brought in the English courts, or via the courts of Scotland or Northern Ireland if you reside there.