Terms of Use

As of: 25.01.2025

A) General Terms and Conditions of Purchase at velio

1 Parties

1.1

Velio GmbH (velio, “we”, “us” or “our”) operates the website www.velio.de (the “Website”). We are registered in Germany with the district court of Münster under HRB 22344 and have our registered office at Am Mittelhafen 10, 48155 Münster. Our VAT ID is DE452277195.

1.2

You are a customer (“you” or “your”) who registers with velio in order to purchase a bicycle and use the velio Bike Manager.

2 Your order

2.1

The details of your purchase are summarized in your order confirmation on the website (“Order”) and include the order date, purchase price, model name, frame size, color, and condition of the bicycle or e-bike you purchased (the “Bike”).

2.2

A contract between you and us, which includes your order and these general terms and conditions (“Terms”), is concluded when you place an order on the website and we accept your order (order confirmation). Offer and acceptance define the “Contract”. Regarding any third-party financing agreement used to pay for your order, see section 4 below.

2.5

If we accept your order, we will confirm it in writing via email.

2.6

If the Bike you selected is not available at the time of ordering, we will inform you immediately. If the product is permanently unavailable, we will not accept the order. In that case, no contract will be concluded.

3 Your Bike

3.1

We will deliver the Bike to the address specified in your order.

3.2

Before delivery, the ordered Bike will undergo a mechanical inspection. Any visible damage was transparently described and shown in photos on the product detail page before you placed the order.

3.3

a) If you are a consumer as defined by § 13 of the German Civil Code (BGB), meaning your purchase is mainly for purposes unrelated to your trade or profession, then the statutory warranty periods apply.

b) If you are a business customer as defined by § 14 BGB, a legal entity under public law, or a special fund under public law, the warranty period for the used Bike you purchased is one year from delivery.

The shortened limitation period does not apply to damages caused by gross negligence or willful misconduct by velio, its legal representatives, or agents, nor to injuries to life, body, or health.

3.4

When you purchase your Bike, you receive a free 12-month warranty as an additional included service. This applies only if the relevant warranty terms are applicable and the conditions are met.

You can find the scope and terms of the 12-month warranty in the warranty section (see section 8). The warranty period begins upon delivery of the Bike. velio is your contractual partner for this warranty.

This warranty is in addition to and independent of your statutory rights in case of defects. These rights remain unaffected by the 12-month warranty.

3.5

We do not provide a manufacturer’s warranty for the Bike. If a manufacturer’s warranty from a previous period of ownership still applies and you are entitled to its benefits, velio reserves the right to limit any claims under velio’s warranty package accordingly.

3.6

The Bike may have previously been used as a leasing or rental bike or have had multiple users. It may also have been imported from another country. We will make reasonable efforts to provide additional information about the Bike upon request. If you have specific questions or requirements regarding prior use, please notify us before placing your order.

3.7

Information provided by velio regarding the Bike’s mileage does not constitute an agreed quality under § 434(1)(1) BGB. The actual mileage may slightly differ from the mileage stated on the website due to transport to our workshop or delivery to you.

3.8

The images of the Bike on our website are for illustrative purposes only. We do our best to represent the Bike accurately but cannot guarantee that the images on the website reflect the Bike’s exact appearance. Likewise, we cannot guarantee that the Bike’s actual color perfectly matches its description, as perceptions of color may vary.

3.9

We make no assurances, warranties, or commitments that your Bike is or will be subject to a manufacturer’s recall at the time of sale or in the future.

3.10

The product information on our website (features, dimensions, color, specifications, price, etc.) usually comes from the manufacturer and is provided as accurately as possible, but is non-binding. We explicitly reserve the right to make minor and reasonable changes or deviations to the product.

4 Payment and fees

4.1

You may only use those payment methods, credit or debit cards that are offered on the website at the time of your order. You may also use third-party financing to pay for your Bike. In some cases (if indicated on the website), we also accept bank transfers via the bank transfer tool available on the site. We use third-party providers to process payments for orders made via our website. Your payment will then be processed under a separate agreement between you and the third-party provider.

4.2

If you pay by card, your payment is subject to the terms and conditions of Adyen (or the respective current version):

http://velio.de/termsandconditions/adyen.

It is your responsibility to read and understand these terms before agreeing to them.

4.3

If you use PayPal, your payment is subject to the terms and conditions of PayPal (or the respective current version). It is your responsibility to read and understand these terms before agreeing to them. More information is available here:

https://www.paypal.com/de/webapps/mpp/ua/legalhub-full

4.4

If you choose the prepayment method, we will provide our bank details in the order confirmation. The invoice amount must be received in our account within 7 days. Otherwise, we reserve the right to cancel your order.

4.5

If you choose the payment method “Installment Purchase by easyCredit”, payment will be handled by the provider of installment financing, TeamBank AG, Beuthener Str. 25, 90471 Nuremberg.

You can find their privacy policy here:

http://velio.de/termsandconditions/teambank

4.6

The following payment methods are not accepted: cash, cash checks, bills of exchange, or building society checks. Bank transfers may be possible for certain types of transactions.

4.7

We will confirm your payment for the Bike via email.

4.8

The purchase price includes VAT (if applicable) at the rate valid in Germany on the purchase date.

4.9

Any taxes or registration fees (for bikes that require registration) are not included in the purchase price. The costs of initial registration and any additional selected extras (if applicable) will be charged separately in the applicable amount.

4.10

From time to time, we offer products at promotional or discounted prices. These offers apply to specific products and only while supplies last. Shipping fees, restrictions, or geographic limitations may apply. Prices are shown on the relevant product pages. We may also offer reduced delivery or service fees as part of sales promotions. These offers are subject to availability and may be withdrawn at velio’s discretion.

5 Delivery

(This section only applies if you choose to have your Bike delivered.)

5.1

We offer home delivery to all postal code areas in Germany but reserve the right to exclude certain areas from delivery—this includes, but is not limited to, locations that can only be reached by ferry. In such cases, we will withdraw from the contract and refund any payments you have made without delay.

5.2

Physical delivery of your Bike will occur on the delivery date (“Delivery”). The delivery date provided during the order process is indicative only. After your Bike is shipped, you will receive a shipping confirmation via email. The final delivery date is coordinated with our logistics partner. We always do our best to deliver your Bike within eight business days, but we cannot guarantee this timeframe.

5.3

Your Bike will only be delivered to the destination address you specified in your order.

5.4

Delivery is handled by a third-party service provider. Their delivery vehicles require proper access to carry out the delivery. If access is not possible, we may, at our discretion, offer an alternative delivery method—for example, delivering the Bike to the entrance of your property. However, velio will not cover any additional costs under such circumstances.

5.5

Upon delivery, the delivery specialist may ask to see your ID or passport to verify your identity against your order. If the Bike is being delivered to a third party, that person must present an original signed authorization from you as well as a copy of your ID or passport. We reserve the right to refuse delivery or collection of your Bike or any other product if proper identification is not provided.

5.6

If you are unable to receive the delivery in person, you must notify velio customer service at least 48 hours in advance of the scheduled delivery date by emailing customerservice@velio.de to arrange a new delivery—at no additional cost.

5.7

If you change the delivery date less than 48 hours before the scheduled time, or if you are not present at the time of delivery, we will charge a fee of €80.00.

5.8

Ownership of the Bike transfers to you only when (i) we have received full payment of the purchase price (and any other applicable charges) in freely available funds, and (ii) the delivery has been completed by the service provider.

5.9

Delivery timelines are only binding if explicitly agreed upon in writing. Binding delivery timelines require full clarification of all order details and timely fulfillment of your obligations.

5.10

If no binding delivery period has been agreed upon, you may issue a formal request for delivery six weeks after the end of the non-binding delivery window. Once this request is received, velio will be in default.

5.11

If velio is unable to meet a binding delivery deadline due to circumstances beyond its control (e.g. force majeure), velio will inform you immediately and provide a new delivery window. The revised delivery period will not exceed six weeks from the original date. If delivery is still not possible after this extended period, velio is entitled to withdraw from the contract in whole or in part, and any payments made by you will be refunded promptly.

Unavailability includes delays caused by natural disasters, pandemics, civil unrest, embargoes, theft of the bicycle, or late or damaged deliveries from velio’s suppliers—provided velio had a matching procurement agreement in place and is not at fault or otherwise obligated to procure the goods in this case.

5.12

Your rights under section 12 of these Terms and velio’s rights—especially in cases of performance exclusion (e.g., due to impossibility or unreasonableness)—remain unaffected.

6 Pickup

(This section only applies if you choose to pick up your Bike yourself.)

6.1

Upon prior arrangement via the contact form, we offer you the option to pick up your Bike at the velio customer center in Wuppertal (subject to availability).

6.2

Pickup of your Bike takes place on the agreed date and time (“Pickup”, i.e., the moment you collect your Bike).

6.3

During pickup, the velio specialist may ask to see your ID card or passport to verify your identity against the order.

If a third party is picking up the Bike on your behalf, they must present an original, signed power of attorney from you as well as a copy of your ID or passport.

We reserve the right to refuse the pickup of the Bike or other products if proper identification is not presented upon request.

6.4

If you cannot make your scheduled pickup appointment, you must notify velio customer support at least 24 hours in advance via email to arrange a new date—at no additional cost.

6.5

At pickup, we will ask you to confirm with the velio handover specialist that you have received your Bike and that it matches your order.

You must inspect the Bike for visible defects at the time of pickup. If you find any defects, you must ask the velio handover specialist to record them in writing.

6.6

Ownership of the Bike transfers to you when (i) we have received full payment of the purchase price (and any other applicable charges) in freely available funds, and (ii) you have confirmed receipt of the Bike by signing the handover confirmation.

7 30-day money-back guarantee

7.1

In addition to your legal right of withdrawal (see section 10), velio offers you a money-back guarantee (“30-day money-back guarantee”) starting from the date of delivery or pickup of your Bike and lasting until 8:00 p.m. on the 30th day thereafter (“30-day money-back guarantee period”).

7.2

During the 30-day money-back guarantee period, you may cancel your order and return the Bike to velio, provided you have not damaged the Bike or ridden it for more than 30 kilometers.

If the Bike is damaged or has been ridden more than 30 kilometers, velio may, at its sole discretion, still choose to honor the guarantee or reject the return.

If you used financing to purchase the Bike (per section 4), you must also notify the lender that you wish to cancel the financing agreement.

7.3

If you paid for the Bike yourself (without financing) and want to use the 30-day money-back guarantee, velio will refund the purchase price and any service fees listed in your order once the Bike is returned.

Subject to the conditions below, you will not be required to compensate for any loss in value. However, if the Bike was ridden more than 30 kilometers or was damaged and velio still accepts the return, velio will deduct:

•

7.3.1

the actual loss in value caused by the additional kilometers; and

•

7.3.2

reasonable repair costs for damage incurred during the 30-day money-back guarantee period.

7.4

If you financed the Bike via a third-party lender and want to use the 30-day money-back guarantee without exercising your statutory withdrawal right, note that the financing agreement remains valid for the time being. In this case, you must contact the lender directly to cancel the financing agreement.

7.5

To use the 30-day money-back guarantee, you must book a return pickup for your Bike.

The pickup must take place within 14 days of your return request (the “Return Period”), at the original delivery address or—if you picked up the Bike—your home address in Germany.

velio reserves the right to request return to a different location if your home address is in an area we do not deliver to (see section 5.1).

Unless otherwise stated, a return shipping fee will be charged.

You agree not to ride the Bike—or allow others to ride it—after day 31 following delivery if you activated the money-back guarantee.

If you do not schedule a pickup within the Return Period, you forfeit your right to the 30-day money-back guarantee.

7.6

If you will not be present at the return address, you must contact the assigned logistics provider (by phone or email)

and

notify velio customer support via email at customerservice@velio.de at least 24 hours before the scheduled return to arrange a new appointment—without additional cost.

7.7

If you change the return appointment

less than 24 hours

before the scheduled time, we will charge you an additional fee equal to the standard shipping cost.

8 Warranty terms

8.1

velio offers a

12-month warranty

to consumers worldwide from the date of delivery for:

a) the frame on all bikes (except carbon bikes),

b) battery functionality on e-bikes, and

c) motor functionality.

“Functionality” means no complete failure (hereafter also referred to as “defect”).

8.2

The warranty does not apply to defects caused by improper use, use not intended for the (e-)bike, unprofessional repairs, incorrect storage, accidents, or lack of maintenance/care.

8.3

If a defect occurs within 12 months on the frame, battery, or motor, the user can return the (e-)bike including accessories to velio. To initiate the return, the user must send an email to customerservice@velio.de with the order number and a description of the defect.

8.4

velio is liable only for defects that appear within 12 months (liability period) after delivery and are reported to velio within 2 months (notification period) after this timeframe. Failing to meet the notification deadline is harmless if the defect was reported in a way that suspends the statute of limitations before 12 months have passed.

8.5

velio will inspect the returned (e-)bike’s frame, motor, or battery. If the reported defect is confirmed, velio may, at its discretion and without obligation to justify, either repair the defect or refund the purchase price. In such cases, velio will also reimburse reasonable shipping costs.

8.6

The warranty is

non-transferable

(e.g., upon resale).

8.7

Warranty claims do

not

affect your statutory warranty and liability rights. These remain free of charge.

9 Battery disposal

9.1

Since our shipments (especially e-bikes) may contain batteries and rechargeable batteries, we are obligated under German battery law (BattG) to inform you:

Batteries and rechargeable batteries must not be disposed of with household waste. You are

legally required

to return used batteries.

Old batteries may contain harmful substances and should be disposed of properly. They also contain valuable raw materials like iron, zinc, manganese, or nickel that can be recycled.

9.2

You can return your old batteries to public collection points in your municipality or wherever batteries are sold. You may also return batteries purchased from us. We’ll gladly dispose of them for you.

Since batteries must be labeled as “hazardous materials” during shipping, please inform our service team via email to customerservice@velio.de. You will then receive a properly labeled box, which we will arrange to pick up.

10 Right of withdrawal for consumer contracts

If you are a

consumer

(i.e., a natural person purchasing for purposes unrelated to business or professional activity), you have a

legal right of withdrawal

Withdrawal notice:

You have the right to cancel this contract within

14 days without giving any reason

The withdrawal period is 14 days from the day of contract conclusion or when the quote is submitted.

To exercise your right, notify us (Velio GmbH, Am Mittelhafen 10, 48155 Münster, Germany; customerservice@velio.de) via a

clear statement

(e.g., by letter or email). You may use the sample withdrawal form in 13.4, though it is not required.

It’s sufficient to send your withdrawal notification before the 14-day deadline.

Effects of withdrawal:

If you withdraw, we will refund all payments received from you

within 14 days

of receiving your cancellation notice. We will use the same payment method used in your original transaction unless explicitly agreed otherwise;

no fees

will be charged.

We may withhold the refund until we receive the returned goods or you provide proof of return—whichever comes first.

You must return the goods within 14 days of your cancellation notice. You bear the

direct return costs

, estimated at a maximum of €80.

You are only responsible for any

value loss

if due to handling beyond what is necessary to examine the product, or if the bike is not returned in its

original packaging

Sample withdrawal form:

(to Velio GmbH, Am Mittelhafen 10, 48155 Münster, Germany, customerservice@velio.de)

“I/We (

) hereby cancel the contract concluded by me/us (

) for the purchase of the following goods (

)/services (

Ordered on: […]

Name, address, signature (if in writing), date.”

(*) Delete as appropriate.

11 Return of bikes

11.1

If you return more than one bike within a 12-month period, we reserve the right to reject any further orders from you.

12 Our liability

12.1

velio is liable for damages in cases of

intent or gross negligence

. For

simple negligence

, velio is only liable:

a) for injury to life, body, or health;

b) for damages resulting from breach of a

material contractual obligation

—i.e., an obligation essential to the proper execution of the contract and regularly relied upon.

In such cases, velio’s liability is limited to

typical, foreseeable damages

12.2

These limitations also apply to actions by legal representatives or agents of velio. They do

not

apply to claims under product liability law, in cases of fraud, or where velio has assumed a specific guarantee.

12.3

You may only rescind the contract due to a breach not involving a defect if velio is at fault.

Free cancellation

is excluded.

13 Personal data

Details about how we collect, use, share, and process personal data can be found in our

https://www.velio.de/dataprivacy

14 Complaints

For any complaints, you can contact us:

• By mail: Velio GmbH, Am Mittelhafen 10, 48155 Münster, Germany

• By email: customerservice@velio.de

We aim to respond within 48 hours.

15 Texts, links, and images

15.1

All images and texts on our website are our intellectual property or that of our licensors.

Commercial use

is prohibited.

Private use

requires

our prior written consent

15.2

If our site links to third-party websites, these are under the sole responsibility of their respective operators. We checked the content when first linking and do not claim third-party content as our own. We regularly review these links and will remove any found to violate the law.

16 General provisions

16.1

If any part of these Terms is deemed unlawful or unenforceable, the rest remains in effect to the fullest extent permitted by law.

16.2

Your order, these Terms, and the contract form the

entire agreement

between you and us. You confirm that you are

not relying on any prior representations

not contained herein.

16.3

These Terms and the contract are governed by

German law

, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).

16.4

The EU Commission provides an online platform for dispute resolution:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

We are

not obliged or willing

to participate in dispute resolution before a consumer arbitration board.

B) Terms of use for velio Bike Manager and insurance

1 Definitions

•

User

: person or company using velio’s services

•

Services

: products/services offered by velio

•

Partner

: company offering services through velio

•

Customer

: consumer or business using services from Partners via velio

People under 18 are

not permitted

to use velio services.

All terms apply equally to all genders.

2 Scope

Only the following

apply when using velio. Additional special conditions may apply depending on the service.

User terms and conditions are

not accepted

unless velio explicitly agrees. Silence does

not

imply acceptance.

velio may change these terms by notifying users. Users may object within 2 weeks. Without objection, the new terms are considered accepted. velio will inform users of this right.

3 velio’s services

Users can add one or more bikes (including e-bikes) to the platform to access physical and digital services related to their bike and their identity as a cyclist.

velio acts as a

marketplace and intermediary

for third-party Partner services—it does

not

provide all services itself.

Users can send service requests via velio, and Partners may choose to accept them.

velio does

not charge

users for these brokerage services.

4 Receiving offers

During registration and use, customers receive offers from velio and Partners.

Customers are free to accept or reject any offer.

velio is

not involved

in paid contracts and does not act as an agent or contractor.

5 Data sharing

Users are informed about data collection and processing during registration.

Data is processed according to

German law

and the

EU GDPR

Data is only shared with Partners if the customer consents. No data is shared with unrelated third parties.

6 Customer obligations

• Provide truthful and complete information

• Only register once

• Only add bikes you

legally own

• No uploading of stolen bikes or

illegal/pornographic content

• Pay for services according to agreed terms

Noncompliance may result in account termination.

7 Partner obligations

Partners must:

• Provide accurate and up-to-date information

• Inform velio of legal or business changes

• Comply with legal, licensing, and industry standards

• Provide content and consumer information responsibly

8 Warranties and limitations

velio cannot guarantee that every customer will find matching Partner offers.

velio does not guarantee a contract or successful service delivery.

Bike data may come from public sources or be user-submitted—velio does not guarantee accuracy.

9 Availability

velio strives for maximum platform uptime but may undergo outages for optimization.

Users have no right to permanent or unchanged access.

10 Liability

velio is

not a contracting party

between customers and Partners.

velio is only liable for

intent and gross negligence

, or breach of

essential obligations

, and only up to typical foreseeable damages.

velio is

not liable

for minor negligence unless life, body, or health are affected.

Product liability, fraud, and assumed guarantees are not affected.

These limits also apply to employees, agents, and legal representatives.

11 Duration of contract

Upon successful registration, a

perpetual user contract

is formed.

Either party may cancel in writing. Existing service contracts remain unaffected.

12 User content rights

Partners grant velio a

free, revocable, non-exclusive, unlimited license

to use uploaded content for platform functionality and presentation purposes.

13 Language, jurisdiction, and applicable law

The contract language is

German

. In case of multilingual versions, the German version is binding.

German law applies (excluding CISG), unless overridden by mandatory consumer protection laws.

Jurisdiction and place of performance: velio’s headquarters, if the user is a merchant or legal entity.

We do

not

participate in consumer arbitration proceedings.