Warranty & Service Policy

1. Definitions

Before outlining our warranty and service policies, the following terms are defined for your understanding:

• Labor Warranty:
  The Labor Warranty covers the cost of labor required to repair or adjust mobility equipment due to defects in materials or workmanship, as specified in your sales order, invoice, or proof of delivery. It does not include the cost of travel, site visits, or replacement parts unless otherwise stated.
• Free Service Call:
  A Free Service Call refers to a visit by our technician to the client’s location for inspection, adjustment, or repair of equipment, during which both the labor and the site visit/travel charges are waived, up to the specified number of calls per product.
• Site Visit:
  A Site Visit is when our technician travels to the client’s location (home, facility, etc.) to provide assessment, maintenance, or repair services. Site Visit charges cover the cost of travel and time spent on-site, and are separate from labor charges.
• Manufacturer Warranty:
  The Manufacturer Warranty is provided by the equipment manufacturer and covers defects in materials and workmanship, as detailed in the owner’s manual or warranty card. Coverage, duration, and exclusions vary by manufacturer and may not include labor, travel, or site visit costs.
• Store Warranty:
  The Store Warranty is the warranty coverage provided directly by Mobility Specialties, in addition to or in the absence of a manufacturer warranty. The Store Warranty includes specific terms for labor, service calls, and site visits as outlined in your sales order, invoice, or proof of delivery. In case of any conflict, the warranty terms stated in your sales documents will override the general store warranty policy.

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2. General Warranty Coverage

Mobility Specialties is committed to providing high-quality mobility equipment and exceptional service. All equipment purchased from Mobility Specialties is covered by a limited warranty as specified in your sales order, invoice, and proof of delivery. By signing the proof of delivery, clients acknowledge and accept the terms of the warranty as stated in these documents. In the event of any discrepancy, the warranty terms specified in the sales order, invoice, or proof of delivery shall take precedence over this general policy.

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3. Labor Warranty and Service Call Policy

3.1. Labor Warranty Coverage

• Labor warranty applies to all mobility equipment sold by Mobility Specialties.
• During the labor warranty period, labor charges for repairs covered under warranty are waived.
• Travel and site visit charges are not included in the labor warranty. Clients are responsible for paying travel and site visit fees for all warranty service calls, unless otherwise specified.

3.2. Service Call Limitations

a. Stairlifts

• Two (2) free service calls are included during the labor warranty period.
• After the 2 free service calls, clients will be charged for each additional service call (travel and site visit fees apply), but labor charges for covered repairs remain waived for the duration of the labor warranty.
• The number of free service calls and labor warranty period will be clearly stated on the sales order, invoice, and proof of delivery.

b. Wheelchairs

• One (1) free home service call is included during the labor warranty period.
• After the first free service call, clients will be charged for each additional service call (travel and site visit fees apply), but labor charges for covered repairs remain waived for the duration of the labor warranty.

c. All Other Mobility Equipment

• No free service calls are included unless specified in the sales order, invoice, or proof of delivery.
• Clients are responsible for travel and site visit fees for all warranty service calls; however, labor charges for covered repairs are waived during the labor warranty period.

3.3. Service Call and Travel Charges

• All travel, site visit, and service call charges are available upon request from our customer service representatives or in-store.
• Charges are subject to change and will be communicated at the time of service booking.

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4. Manufacturer’s Warranty

• Mobility Specialties facilitates warranty repairs on behalf of the manufacturer for all eligible equipment.
• Manufacturer warranty terms, including coverage and exclusions, are outlined in the owner’s manual, instructions, or warranty card provided with your equipment.
• Manufacturer warranties typically do not cover labor, travel, or site visit charges unless explicitly stated.

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5. Client Responsibilities

• Clients (or their family, trustee, or guardian) are responsible for following the care and maintenance instructions in the owner’s manual.
• Regular maintenance and timely reporting of issues are essential to maintain warranty coverage.
• The warranty does not cover repairs or replacements due to:
  • Regular wear and tear
  • Negligence, misuse, or abuse
  • Failure to perform recommended maintenance
  • Loss, theft, or damage not covered by the manufacturer

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6. Exclusions

• The warranty does not cover consumable items, accessories, or parts subject to regular replacement.
• Any unauthorized modifications or repairs may void the warranty.

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7. Proof of Warranty

• The details of your warranty, including duration and specific coverage, will be provided in your sales order, invoice, and proof of delivery.
• Signing the proof of delivery acknowledges acceptance of these terms.

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8. Contact Us

For questions about warranty coverage, service call charges, or to schedule a service visit, please contact our customer service team or visit our store.

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9. Battery Warranty and Client Responsibilities

9.1. Battery Warranty Coverage

• Batteries supplied with mobility equipment are covered under the manufacturer or store warranty for defects in materials or workmanship, as specified in your sales order, invoice, or proof of delivery.
• Battery warranty does not cover failures or reduced performance due to improper use, storage, or maintenance.

9.2. Proper Battery Use and Maintenance

To maintain warranty coverage, clients must follow all manufacturer and store guidelines for battery use and care, including but not limited to:

• Regular Charging:
  Batteries should be charged regularly and not allowed to discharge below recommended levels. Deep discharging or leaving batteries uncharged for extended periods can cause permanent damage and is not covered under warranty.

• Safe Depth of Discharge (DoD) by Battery Type:
  To maximize battery life and maintain warranty coverage, adhere to the following guidelines:

  Battery Type	Recommended Max Depth of Discharge (DoD)	Remaining Charge (%)
  Flooded Lead-Acid (FLA)	50%	50%
  Sealed Lead-Acid (SLA) / AGM	50%	50%
  GEL	50% (conservative), up to 70% for some	30–50%
  Lithium-Ion	80–90%	10–20%

  Details:

  • SLA/AGM:
    • Typical Max DoD: 50% (use up to half the battery’s capacity before recharging).
    • Discharging below 50% regularly shortens battery lifespan.
    • Occasional deeper discharge (up to 80%) may be tolerated, but is not recommended for routine use.
  • GEL:
    • Typical Max DoD: 50%.
    • Some deep-cycle GEL batteries can safely go to 70% DoD, but always check manufacturer specifications.
    • Regular deep discharges below 50% reduce lifespan unless specifically rated for it.
  • Lithium-Ion:
    • Recommended Max DoD: 80–90% (use up to 80–90% of battery capacity before recharging).
    • Lithium-Ion batteries tolerate deeper discharge cycles and have longer cycle life compared to lead-acid types.
    • Regularly discharging below 10–20% remaining charge is not recommended, as it may impact long-term performance.

  Practical Example:
  If your battery is rated at 100Ah (amp-hours):

  • 50% DoD: Use up to 50Ah before recharging (SLA/AGM/GEL).
  • 70% DoD: Use up to 70Ah before recharging (GEL, if rated).
  • 80–90% DoD: Use up to 80–90Ah before recharging (Lithium-Ion).

  Key Takeaways:

  • For longest battery life, discharge no more than 50% of rated capacity for SLA, AGM, and GEL batteries.
  • For Lithium-Ion batteries, do not discharge below 10–20% remaining charge.
  • Always consult manufacturer datasheets for your specific battery model, as some deep-cycle GELs or Lithium-Ion batteries may allow deeper discharge.

• Charging Location:
  For equipment such as stairlifts, always park the unit at the designated charging location when not in use. Failure to do so or leaving it uncharged for days or weeks may result in battery failure and is not covered by warranty.

• Charger Maintenance:
  Chargers must remain plugged in when the equipment is not in use. Unplugging or forgetting to plug in the charger, or using an incompatible charger, may void the battery warranty.

• Clean Charging Contacts:
  Charging contacts should be kept clean and free from dirt or debris. Clean contacts at least once per month or as needed. Failure to maintain clean contacts may prevent proper charging and is not covered under warranty.

• Avoiding Overuse and Overheating:
  Batteries should be used within the recommended operating limits for the equipment. Using scooters or powerchairs for heavy-duty applications beyond their intended use, resulting in overheating or excessive discharge, will void the battery warranty.

• Proper Storage:
  Equipment should not be stored in environments with extreme temperatures, especially cold garages or outdoor areas. Storing batteries in cold weather (below freezing) can significantly reduce battery life and performance. Warranty does not cover battery degradation or failure due to improper storage conditions.

9.3. Exclusions

The following situations are not covered under the battery warranty:

• Deep discharge (battery allowed to drop below recommended DoD repeatedly)
• Leaving equipment uncharged for extended periods
• Storing equipment or batteries in cold or excessively hot environments
• Overheating due to excessive or improper use
• Failure to clean and maintain charging contacts
• Use of non-approved chargers or accessories
• Neglect, misuse, or abuse

9.4. Client Responsibility

It is the client’s responsibility to:

• Follow all instructions in the owner’s manual regarding battery care and charging
• Store equipment in climate-controlled environments
• Regularly charge and maintain the battery according to the recommended DoD
• Clean charging contacts as recommended

Failure to adhere to these guidelines may result in denial of warranty claims for battery replacement or repair.

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Mobility Specialties reserves the right to amend this policy at any time. The most current terms will be provided at the time of purchase and documented in your sales order, invoice, and proof of delivery.