Terms & Conditions

These terms apply when you use www.ridegene.shop (the “Site”) or buy from it. The Site is run by GEN-E (“we”, “us”). By using the Site or placing an order, you agree to these terms and to our Privacy Policy, Return & Refund Policy and Shipping Policy. If you do not agree, please do not use the Site.

1. Using the Site

• You must be at least 18 years old to place an order. If you are under 18, a parent or guardian must place it for you.
• Give us accurate details, especially your phone number and delivery address, and keep them up to date.
• If you create an account, keep your password private. You are responsible for anything done through your account.
• Do not misuse the Site. That includes fraudulent orders, attempts to get around its security and automated scraping. We may suspend accounts or refuse orders involved in any of these.

2. Products and prices

• We describe our scooters as accurately as we can. Colours can look different from one screen to another, and photos are for illustration.
• Range, speed and similar figures are test results. Real-world figures vary with rider weight, load, terrain, tyre pressure, riding style and battery condition.
• Prices are in Indian Rupees and include all applicable taxes. Delivery is free.
• Prices and offers can change at any time. You pay the price shown at checkout when you place your order.
• If a product is listed at an obviously wrong price, or with wrong details, because of an error, we may cancel the order and refund you in full.

3. Orders

• Your order is confirmed once your payment succeeds and you see a confirmation with your order ID, which starts with GENE-. We also email the confirmation to you. Keep the order ID: you need it to track the order or ask us about it.
• We may decline or cancel an order, for example if the item is out of stock, your PIN code cannot be served, the price was listed in error or the order looks fraudulent. If we do, we refund the full amount to your original payment method.
• We may limit how many units you can buy in one order.

4. Payment

• Payments are processed securely by Razorpay, which accepts UPI, credit and debit cards, net banking and wallets. Your card and bank details go straight to Razorpay. We never see or store them.
• Our payment service provider is Razorpay Software Private Limited (support: razorpay.com/support). We charge no fee for paying online, and we do not take recurring payments, so there is nothing to cancel. If a payment is disputed, you can raise a chargeback with your card issuer or bank; please write to us first, though, so we can refund you directly.
• We accept prepaid orders only. Cash on Delivery is not available at present.
• If you are accidentally charged twice for the same order, we refund the extra payment to your original payment method within 7 working days.
• Coupons carry their own conditions, such as a minimum order value, a cap on the discount, a limited number of uses or one use per customer. Only one coupon can be used per order, coupons have no cash value, and we may withdraw a coupon at any time. A coupon counts as used only once your payment succeeds.

5. Cancelling an order

• You can cancel an order any time before it is dispatched. Email contact@ridegene.shop with your order ID. We do not charge a cancellation fee.
• Once we confirm the cancellation, we refund the full amount to your original payment method within 7 working days.
• After dispatch, you can still cancel if the order has not been delivered within the delivery time in our Shipping Policy (up to 7 working days for most of India and up to 12 for remote areas), unless the delay was caused by events beyond our reasonable control. You get a full refund. See if your order is late.
• Otherwise, an order that has been dispatched can no longer be cancelled. If something is wrong with it when it arrives, our Return & Refund Policy applies.

6. Delivery

We deliver free of charge to serviceable PIN codes across India, within 5–7 working days to most of India and 7–12 working days to remote areas. Our Shipping Policy covers timelines, tracking, late and lost parcels, and what happens if a delivery fails. The scooter is our responsibility until it is delivered, so loss or damage in transit is ours to put right. Once it has been delivered, responsibility passes to you.

7. Returns, replacements and refunds

We do not accept returns because you have changed your mind. If your scooter arrives damaged, defective, incomplete or different from what you ordered, tell us within 7 days of delivery, as our Return & Refund Policy explains. For transit damage, missing parts or a wrong item, please tell us within 48 hours if you can, so we can take it up with the courier. Depending on the problem, we send a replacement part, replace the scooter or refund you in full, and return pickup is free.

These time limits describe our returns process. They do not limit your rights under the Consumer Protection Act, 2019.

8. Warranty

GEN-E scooters come with a 6-month warranty on the motor and battery against manufacturing defects, starting from the date of purchase.

What is covered

• Manufacturing defects in the motor or battery that appear under normal use within 6 months of purchase.
• We repair or replace the faulty part free of charge, and we decide which. A replacement part is covered for whatever remains of the original warranty.
• Other parts are not under warranty. Spare parts are available on request: email us your model and the part you need, and we will tell you its price and availability. The display, throttle and headlight are plug and play, so you can fit them yourself.

What is not covered

• Damage caused by accidents, falls, impacts or misuse.
• Water damage beyond the scooter’s IP54 rating. That includes riding through standing water and cleaning the scooter with a hose or pressure washer.
• Modifications or repairs by anyone other than GEN-E. The exception is fitting genuine GEN-E plug-and-play parts the way we describe.
• Damage caused by a charger or battery that did not come from GEN-E, or by not charging and storing the battery as the user manual describes.
• Normal wear and tear, including tyres, brake pads, grips and cosmetic marks, and the gradual loss of battery capacity that comes with age and use.

How to claim

Email contact@ridegene.shop with your order ID (or your Amazon or Flipkart invoice), a description of the problem and photos or a short video of it. We diagnose the fault, often remotely, and then arrange a repair, a replacement part or a pickup. The warranty applies only to products bought from GEN-E or its authorised sellers, and only where the product page says it does.

This warranty is in addition to your rights under the Consumer Protection Act, 2019, and does not limit them.

9. Riding safely and legally

• Read the user manual before your first ride, and check the brakes, tyres and folding mechanism before every ride.
• Always wear a helmet, and never carry a passenger.
• Do not ride after drinking alcohol or taking drugs, and avoid heavy rain, standing water and slippery surfaces.
• Riders under 18 should ride only with the permission and supervision of a parent or guardian.
• Depending on its motor power and top speed, an electric scooter may need to be registered and insured, and its rider may need a valid driving licence, before it can be ridden on public roads. Some scooters are not allowed on public roads at all. It is your responsibility to know and follow the rules wherever you ride.

To the extent the law allows, we are not responsible for injury, loss or damage caused by riding against these instructions, the user manual or the law.

Battery care and disposal

Charge and store the battery as the user manual describes, and use only the charger that came with your scooter. Do not open, puncture or burn the battery, and do not put it, or a scooter with the battery inside, in household waste. When the battery reaches the end of its life, email contact@ridegene.shop for guidance on disposing of it safely.

10. Our liability

• To the extent the law allows, our total liability for any claim about an order is limited to the amount you paid for that order. We are not liable for indirect or consequential losses, such as lost earnings.
• We are not responsible for delays or failures caused by events beyond our reasonable control, such as natural disasters, strikes, epidemics or government orders.
• Nothing in these terms limits any right you have that cannot be limited by law, including your rights under the Consumer Protection Act, 2019.

11. Our content

GEN-E or its licensors own the GEN-E name and logo, and the text, photos, videos and designs on the Site. Please do not copy or reuse them without our written permission.

12. Other websites and marketplaces

The Site links to other websites, including Amazon and Flipkart, where our scooters are also sold. Purchases made there are governed by that marketplace’s own terms and return policy, but our warranty still applies. We are not responsible for the content or practices of other websites.

13. Governing law and disputes

These terms are governed by the laws of India. If a dispute arises, please contact us first, as most problems can be solved quickly. Otherwise, it will be heard by the courts with jurisdiction over our registered office. This does not affect your right to approach a Consumer Commission under the Consumer Protection Act, 2019.

14. Complaints and grievance redressal

If you have a complaint, write to our Grievance Officer:

Please include your order ID, if the complaint is about an order, what went wrong and what you would like us to do. We acknowledge every complaint within 48 hours of receiving it and resolve it within one month of receiving it, as the Consumer Protection (E-Commerce) Rules, 2020 require. Our acknowledgement gives you a complaint reference number to quote when you follow it up.

If you are not satisfied with our response, you can contact the National Consumer Helpline on 1915 or 1800-11-4000, or at consumerhelpline.gov.in.

15. Changes to these terms

We may update these terms from time to time. The date at the top of this page shows when they last changed. The terms in force when you place an order apply to that order.

16. Contact us