VTUVIA
SUPPORT PAGE
We know you will love your new Vtuvia E-bike, and we at Live Africa are here to assist and support you. You will find specific guidelines below per model of Ebike, to assist with assembly, manuals, and basic maintenance instructions.
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Get ready to elevate your ride with VTUVIA.
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If you need to get in touch, please visit our contact page
VTUVIA and QIOLOR e-bikes supplied by Live Africa are covered against qualifying defects in materials and workmanship when used normally and in accordance with the applicable owner’s manual, technical specifications and published guidelines.
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Proof of purchase is required for all warranty claims.
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Warranty Periods
Unless a different period is stated on the relevant product page or documentation:
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Frame: 24 months against qualifying structural defects.
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Battery: 12 months against qualifying manufacturing defects.
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Motor, controller, display, throttle, charger and brake callipers: 12 months.
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Brake levers and handlebar components: 6 months.
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Brake pads: 3 months against manufacturing defects only.
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Warranty periods begin on the date of the original retail purchase.
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Commercial, rental or unusually intensive use may be subject to different warranty conditions.
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Normal deterioration in battery capacity over time is not necessarily a manufacturing defect. Battery claims are subject to testing and assessment by Live Africa or an authorised service provider.
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Products Used Outside South Africa
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Products purchased from Live Africa or an authorised Live Africa retailer remain covered by the applicable warranty when purchased or used outside South Africa.
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All physical inspections, assessments, repairs and replacements are handled within South Africa.
The customer must arrange for the product or requested component to be delivered to:
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Live Africa’s premises in Cape Town; or
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Another accessible location within South Africa agreed to by Live Africa in advance.
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Live Africa does not collect warranty products from outside South Africa.
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The customer is responsible for the costs, arrangements and risks involved in transporting the product into South Africa and returning it to another country after the claim has been completed. This includes international courier charges, customs duties, taxes, insurance and related expenses.
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This section should be read together with the complete Live Africa Warranty Policy. Nothing in this section limits any rights available under applicable South African consumer law.
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Submitting a Warranty Claim
The first step is to contact the authorised retailer from which the product was purchased.
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If the product was purchased directly from Live Africa, contact:
Email: info@liveafrica.co.za
Telephone: +27 (0)21 204 6040​
Please provide:
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Proof of purchase;
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Product model;
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Product serial number;
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A clear description of the fault; and
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Clear photographs or videos showing the reported problem.
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There may be a simple solution that can be identified remotely. Do not return the e-bike or any component until Live Africa has confirmed what is required and provided return or collection instructions.
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Assessment and Remedy
All claims are subject to inspection and approval by Live Africa or an authorised service provider.
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If the claim is approved, Live Africa will provide the applicable repair, replacement, refund or other remedy in accordance with the product warranty and applicable South African consumer law.
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Replacement components may differ in colour or design where the original component is no longer available, but will be reasonably compatible with the product.
No repair, replacement or reimbursement will be approved before the claim has been assessed.
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Shipping Damage
If a product arrives with visible transport damage, please contact Live Africa or the original retailer as soon as reasonably possible.
Retain the original packaging and provide photographs of:
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The outer packaging;
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The courier label;
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The damaged area; and
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The complete product.
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Prompt reporting allows Live Africa to submit a claim to the courier. A delay in reporting does not remove any statutory rights the customer may have.
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Parts and Labour
Where an approved claim requires replacement parts, Live Africa will confirm whether the part will be:
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Supplied to the customer;
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Installed by Live Africa; or
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Installed by an authorised bicycle technician.
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Labour, installation and transport arrangements depend on the applicable warranty, the nature of the fault and the customer’s statutory rights.
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Unauthorised repairs or installation may affect warranty coverage where they cause or contribute to the reported damage.
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The warranty covers qualifying defects in the materials or workmanship of the frame, battery, electrical system and other covered components during their applicable warranty periods.
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What Is Not Covered
Unless caused by a qualifying manufacturing defect, the warranty does not cover:
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Normal wear and tear;
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Tyres, tubes, chains, cassettes, chainrings, brake pads and other consumable items worn through ordinary use;
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Scratches, dents, paint damage, fading or other cosmetic damage;
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Corrosion or damage caused by moisture, salt, sand, chemicals or improper storage;
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Accidents, collisions, impact damage, abuse or neglect;
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Stunt riding, racing or use outside the product’s intended purpose;
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Incorrect assembly, adjustment, maintenance or operation;
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Unauthorised repairs, modifications, drilling or welding;
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Removal, alteration or damage of the serial number;
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Damage caused by incompatible or unauthorised accessories or electrical components;
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Damage caused by using an incorrect battery or charger;
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Damage caused by fire, flooding, lightning, theft or another external event; or
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Failure to follow the owner’s manual or published maintenance guidelines.
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Battery Exclusions
The battery warranty does not cover damage caused by:
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Use of an incorrect or incompatible charger;
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Use of the battery in a product for which it was not designed;
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Broken seals, tampering or unauthorised repairs;
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Incorrect charging or storage;
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Exposure to excessive heat, water or moisture;
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Deep discharge caused by prolonged storage without maintenance charging; or
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Ordinary reduction in capacity resulting from age and use.
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The complete Live Africa Warranty Policy determines the applicable claim procedure, remedies and exclusions.
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WARRANTY, CLAIMS & COVER
Vtuvia Africa Warranty Policy, Return and Replacement Procedures.
Vtuvia Africa Warranty Policy and Replacement Procedures
Before your first ride, please read the manual(s) provided with each Product. They contain important safety information and information about assembly, use, and maintenance.
✘ Frame issues that are excluded from this warranty include but are not limited to: Corrosion Paint fade, scratches, impact marks Impact damage Non-reversible modification (drilling/welding) Chain guard mount to the frame if applicable
➤ Parts & Components
Original Vtuvia Africa parts & components are covered by a limited warranty. (When all the spare parts for warranty are sent to the customer, the customer needs to bear the freight and installation cost.)
Brake Pads (In 3 months)
Rotors (In 1-year)
Throttle (In 1-year)
Calliper (In 1-year)
Display (In 1-year)
Charger (In 1-year)
Brake Lever (In 6 months)
Handle Bar Tube (In 6 months)
Non-original accessories such as free accessories are not in our warranty.
Guides & Maintenance
Here to answer all your questions
Frequently Asked Questions
Q: How often should I perform maintenance on my e-bike?
A: It depends on how frequently you ride and the conditions you ride in. As a general rule of thumb, aim to perform basic maintenance checks – such as tire pressure, battery charge, and brake inspection – before each ride. More in-depth maintenance tasks, like cleaning and lubricating drivetrain components, can be done less frequently, typically every few weeks or as needed.
Q: Can I perform maintenance on my e-bike myself, or should I take it to a professional?
A: Many basic maintenance tasks can be performed at home with the right tools and know-how. However, if you're not comfortable working on your e-bike or if it requires more complex repairs, it's best to take it to a certified bike mechanic. They'll have the expertise and specialized equipment needed to ensure your e-bike stays in optimal condition.
Q: How can I prolong the life of my e-bike's drivetrain?
A: Regular cleaning and lubrication are key to keeping your drivetrain – including the chain, cassette, and derailleur – running smoothly and prolonging their lifespan. After each ride, wipe down your drivetrain with a clean rag and apply lubricant sparingly to keep things moving smoothly. Additionally, avoid cross-chaining (using extreme gear combinations) and replace worn components promptly to prevent premature wear.
Ultimate E-Bike Maintenance Checklist
Ah, the joy of cruising on your e-bike, feeling the wind in your hair and the freedom of the open road. But wait! Before you embark on your next electrifying adventure, it's crucial to ensure your trusty steed is in tip-top shape. That's where the E-Bike Maintenance Checklist comes in handy! In this guide, we'll dive into the nitty-gritty of e-bike care, covering everything from routine checks to troubleshooting common issues. So, grab your wrench and let's get started!
Essential E-Bike Maintenance Tips
1. Tire Pressure: Pump Up the Volume!
First things first – let's talk tires. Maintaining optimal tire pressure is crucial for a smooth ride and preventing flats. Here's what you need to know:
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Check tire pressure regularly using a reliable gauge.
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Inflate tires to the manufacturer's recommended PSI (pounds per square inch) – typically indicated on the sidewall.
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Low on air? Pump it up! Invest in a quality floor pump for quick and easy inflation.
2. Battery Care: Power Up Wisely!
Your e-bike's battery is its lifeblood, so keeping it healthy is key to maximizing performance and longevity. Follow these steps to ensure your battery stays charged and happy:
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Charge your battery regularly, preferably after each ride or when it reaches around 30-50% capacity.
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Store your e-bike in a cool, dry place to prevent battery degradation.\
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Avoid extreme temperatures – both hot and cold – as they can negatively impact battery life.
If storing your e-bike for an extended period, aim for a partial charge (around 50%) to keep the battery cells in good condition.
3. Brakes: Stop on a Dime!
Properly functioning brakes are essential for your safety and the safety of those around you. Here's how to keep your brakes in top shape:
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Regularly inspect brake pads for wear and tear.
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Replace them if they're worn down to the indicator line.
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Check brake cables and housing for signs of damage or fraying.
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Adjust brake tension as needed to ensure responsive stopping power.
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Test your brakes before each ride – better safe than sorry!
Conclusion
And there you have it – the ultimate E-Bike Maintenance Checklist to keep your ride rolling smoothly for miles to come! By following these essential maintenance tips and staying on top of routine checks, you'll ensure your e-bike stays in top-notch condition, ready to tackle any adventure that comes your way. So, don't wait until something goes wrong – give your e-bike the TLC it deserves and enjoy the ride!
