Frequently Asked Questions

GENERAL

What is the minimum age required to ride an adult electric scooter?

We do not recommend that someone under the age of 16 rides an adult-sized e-scooter, unless specifically recommended by the brand.

Is it possible to travel with an electric scooter?

As most e-scooters have a folding mechanism, they can easily be taken on public and private transport.

However, we always advise checking the policy of the transport company before travelling. Please note that due to restrictions on transporting batteries, most of the products in our range cannot be taken on an aircraft.

Is it legal to use an electric scooter in the UK or Ireland?

At the moment, it’s against the law to ride an e-scooter on public highways, including pavements, in the UK and Ireland.

This is currently under UK Government review with a number of cities trialing the use of rental e-scooters. Unfortunately, we’re unable to provide information on when these trials will come to a conclusion or what the results will be.

However, you can stay tuned by keeping an eye on our blog. 

Is it possible to get insurance on an electric scooter?

As privately-owned e-scooters are illegal to ride on public highways in the UK at the moment, it is not possible to get insurance on them for use outside of your home or on private land.

For use at home they can be covered under your standard home insurance policy. If you are unsure if yours is covered, please check with your insurance provider.

Is it possible to get insurance on an electric bike?

There are different types of insurance which may cover your e-bike.

You may have house insurance that includes cover for bikes within the home, but this will typically be up to a limited value (usually around £1,000). There are some household policies that will cover for use away from the home, but we would recommend contacting your insurance provider to enquire about what is and is not covered under your policy.

Due to the value of e-bikes, there are also specialist policies available to purchase.

How long does is take customer service to respond?

We aim to reply to all of our customers as quickly as we can. Usually we’re able to respond within 24 hours, however occasionally it can take a little longer – for example, if we’re experiencing high volumes.

If you have sent us an email and not heard back, please check your junk/spam folder as sometimes our responses can end up there. If it has been over 48 hours, please contact us directly. 

Does the rider have to be under the weight limit?

We don’t recommend that you use an e-scooter if you’re close to or over the weight limit. E-scooters are designed to work properly and safely up to a maximum weight – often called a ‘maximum load’. Usage beyond this weight (e.g. a 95kg rider with a 10kg backpack riding an e-scooter rated to carry up to 100kg) can be hazardous and void the warranty, while increasing wear and tear on important components.

Can an electric scooter be used in the rain?

This depends on the model’s IP rating (e.g. IP65), where the second digit refers to water resistance.

Generally, a rating of 5 or higher indicates good water resistance – models carrying this rating can usually be ridden in the rain.

 

BILLING AND PAYMENTS

Card has been used without permission

We're sorry to hear that someone has made a purchase with your card without your permission.

Firstly, we recommend that you contact your bank to freeze your card to avoid any further potentially fraudulent purchases.

Secondly, please email help@geckoelectricscooters.co.uk including as much information you can about the purchase, including:

  • Last 4 digits of the card number (please DO NOT send us your full card number)
  • Time of payment
  • Value of payment
  • Transaction IDs

We take these matters very seriously and will forward this information onto our fraud team who will endeavor to stop the payment and delivery of the items.

Is it possible to get a copy of a VAT invoice?

Your original order confirmation should provide you with all the details you need for a VAT invoice.

However, if you can’t locate this or need an additional copy, please get in touch with us by emailing help@geckoelectricscooters.co.uk from the email address you purchased under, including your order number in the subject line, and we’ll get one sent over to you.

How to check the status of an order

 

We aim to deliver all e-scooters and accessories within three - five working days, if ordered on a weekday before 2pm. On the day that your order is dispatched you can expect to receive a tracking link via email between 2-6pm. This link will allow you to track the status of your delivery.

If it has been more than three working days since you placed your order and you have not received this tracking link, please check your junk/spam folder as sometimes the emails can end up there, you can also check your account for updated tracking details.

If you still can't find this, please email help@geckoelectricscooters.co.uk with your order number in the subject line and our team will get back to you as soon as we can.

No order confirmation

If you've not received an email order confirmation, please check your junk/spam folders – sometimes confirmation emails can end up there!

If you still can’t see it there, please contact us at help@geckoelectricscooters.co.uk. It’s possible that there’s a typo in your contact email address, in which case we can easily rectify this.

Checkout Problem

We're sorry to hear you're having issues when trying to purchase on our website. 

If your card is being declined when attempting to make a payment we recommend contacting your bank, unfortunately we hold no control over the payment method used.

If your bank have sent you an authorisation text message, you may need to respond to this in order for your order to be processed successfully. 

 

PRODUCT SUPPORT

Do the electric scooters and bikes require assembly?

In most cases there is a small amount of assembly required for both e-scooters and e-bikes.

An e-bike may need its handlebars straightening, pedals fitting, and seatpost setting to the right height. We provide handy simple instructions inside the box.

E-scooters usually need less setup time, normally needing just the handlebars or stem of the e-scooter to be attached. The tools and bolts needed come packaged with the e-scooter.

How often should an electric scooter be serviced?

How often you need to service your e-scooter will depend on how often you use it. 

If you are using your e-scooter every day we recommend checking it over once a week. Ensure that the tyre pressures are correct, there are no signs of excess wear and tear on key components and that all screws and bolts are securely fastened according to any instructions. 

Can an electric scooter or electric bike be left on charge overnight?

Yes, all the e-scooters and e-bikes that we sell have an automatic cut off in the battery management system that will stop charging when the battery is full. We recommend keeping your battery charged up at every opportunity.

Regular charging is better for overall battery health and will help to increase the lifespan of the battery.

Can the battery be removed for charging?

On most e-bikes, you are able to remove the battery for easier charging. Some now feature integrated batteries which are not removable, but this will be called out on the product page on our site, and they are designed to be charged in-situ.

On most e-scooters, the battery is not removable. Please consult the manual of your e-scooter model to see if the battery can be removed.

How long does an electric scooter or bike take to charge?

The charge time on your e-scooter or e-bike will vary based on the size of the battery and power of the charger. In most cases it is between 3-8 hours, from zero charge.

For estimated product-specific charge times, consult the user manual or the product page on our site.

How long does an e-scooter or e-bike battery last?

For everyday battery life: This strongly depends on the capacity of the battery, as well as other factors such as the quality of the cells, the way they are used and maintained, and the conditions that they’re used in. Manufacturer claims are usually made assuming favourable or lab conditions, so it’s worth taking these with a pinch of salt.

For the life of the battery before it needs replacing: Most batteries in e-scooters and e-bikes are lithium ion-based. This is the same basic technology as used in contemporary phones and laptops. They have a long lifespan and do not suffer from ‘battery memory’.

As a guide, most lithium ion batteries will last for 1,000 charge cycles before you see a noticeable drop off in performance. This will change based on the manufacturer and quality of the cells in the battery, how you are using it and whether you are using good practices to extend the battery health.

 

How to kick start an electric scooter

In order to kick start your e-scooter, you’ll need to get some momentum first by pushing off the ground with your foot. Once rolling forwards, press the accelerator gently and the motor should start working to power you forwards.

What country plug / charger is included?

As standard we make sure that all of our products sold within the UK come with a UK three-pin plug. Some models may come supplied with an additional EU plug.

Electric bike losing power

We’re sorry to hear that you are encountering issues with your electric bike, if this is performance related, please ensure your tyres are fully inflated to the correct tyre pressure and your battery is fully charged. If you are still encountering issues please call Gecko Electric Scooters for advice and guidance from a product expert.

Electric scooter range or speed reduction

We’re sorry to hear that you are having issues with your e-scooter.

Many e-scooters have an ‘eco’ mode that will significantly reduce the performance of the e-scooter, but save battery life in the process. Please check to see if your e-scooter is in this mode. If so, consult the user manual for details on how to change it to a more powerful setting.

If your e-scooter has air-filled tyres, please ensure that all tyres are inflated to the correct pressures. The pressures can often be found on the sidewall of the tyre or in the user manual. 

If your e-scooter is continually going slow, there could be a fault, or the e-scooter may simply not be the right one for you. If this is the case, please contact Gecko Electric Scooters and our staff will look to resolve this for you. 

Where to find the stem bolts for an electric scooter

If you’re struggling to locate the screws for your e-scooter, these are often kept in a small white bag taped to the e-scooter. It’s also worth checking the handlebar grips, just in case.

Flat tyres

Unfortunately, punctures can occur due to a number of factors, such as the surface of the road, sharp objects, use with incorrect/low tyre pressures, excess tyre wear and excess e-scooter load.

One of the best things you can do to avoid punctures is ensure the tyre pressures are regularly checked and maintained at the manufacturers recommended level. You can usually find the required pressures stamped on the sidewall of the tyres. Keeping them topped up will make it harder for sharp objects to enter the tyre, prevent pinch flats and allow puncture prevention fluid (if you have it installed) to work at its best. 

Punctures and flat tyres (even those filled with puncture prevention fluid) are not covered by returns or warranty as they are considered ‘consumable’ parts which can be prone to wear and tear over time.

Charger not working

In order to confirm if your charger is working, please plug it in to both the wall and the e-scooter / e-bike. If the product is not fully charged there should be a red light on the charger or battery that turns green once charging is complete.

 

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