Terms and conditions of sale

Tony MICHEL, entrepreneur individuel under French law, trading under the name HELP MY TROTT, hereinafter “the Seller”.

Registered in the trade and companies register of Tours (France) on 5 April 2024, under SIREN number 924 975 188 and SIRET establishment number 924 975 188 00013. Business started on 27 March 2024.

Registered office: 2 allée du Général Verneau, 37000 Tours, France. Workshop and collection point: 30 rue Michelet, 37000 Tours, France.

Contact: contact@help-my-trott.com — +33 9 50 79 34 44. The site help-my-trott.com is hosted by Vercel Inc., 340 S Lemon Ave #4133, Walnut, CA 91789, United States.

The Seller has no establishment, warehouse or representative in Spain: it sells at a distance from France.

These general terms of sale (the “Terms”) govern distance selling, on the site help-my-trott.com, of spare parts and accessories for electric scooters and personal mobility vehicles to any natural person acting for purposes outside their trade or profession, hereinafter “the Customer”.

Orders are fulfilled by collection at the workshop or by shipping to mainland Spain and metropolitan France. For any other destination — including the Balearic Islands, the Canary Islands, Ceuta and Melilla — the Customer writes to the Seller before ordering.

Every order implies unreserved acceptance of these Terms, in the version in force on the day of the order, accepted by ticking a box before payment. These terms are published in Spanish; the site also exists in French, and the language selector lets you switch from one version to the other.

3.1 What is sold

The products offered are those listed in the site's catalogue on the day it is consulted. They are sold new, unfitted and while stocks last.

The Seller sells parts: fitting, repair and diagnosis are not in the catalogue and are not part of any order. Fitting is the responsibility of the Customer or of the professional of their choice.

3.2 Stated compatibility

Each product page lists the vehicle families the part fits, as set out in the compatibility guide. This information is one of the essential characteristics of the goods. It is nevertheless up to the Customer to check, before ordering, that it matches their vehicle — in particular the size marked on the sidewall of the fitted tyre, the battery voltage or the controller reference. If in doubt, the Seller replies in writing at contact@help-my-trott.com before the order.

3.3 Photographs and descriptions

The photographs illustrate the products as faithfully as possible. They are not contractual as regards variations in shade, finish or packaging specific to each batch. Only the essential characteristics described in writing bind the Seller.

3.4 Availability

If a product turns out to be unavailable after the order, the Seller informs the Customer without delay and refunds in full the amounts paid for the missing part, at the latest within fourteen days of that information.

Prices are shown in euros and are final prices, excluding shipping. No amount is added to the price shown except the cost of the chosen delivery method, which appears in the cart before confirmation and is repeated in the order summary.

The Seller is under the VAT exemption scheme of Article 293 B of the French General Tax Code: no VAT is charged, neither French nor Spanish, and the invoice includes no amount passed on under that heading.

Shipping takes place within the European Union, so it gives rise to no customs duties or customs formalities for the Customer.

The applicable price is the one shown on the day the order is recorded. The Seller reserves the right to change its prices at any time, without effect on orders already recorded.

The total amount due is recalculated in full by the Seller when the order is recorded, from the current catalogue. No total sent by the Customer's browser is accepted.

The ordering process has three steps:

• selecting the parts and choosing the delivery method (cart);
• entering the Customer's details, checking the summary and accepting these T&Cs;
• payment on the secure payment page of our payment service provider.

Before confirming, the Customer has a detailed summary of the order and can correct any error. Confirmation constitutes acceptance of the price and of these Terms and entails an obligation to pay.

The quantity ordered is limited to 20 units per part. The Seller reserves the right to refuse or cancel any abnormal order, in particular in the event of an earlier unresolved dispute with the Customer or of an order manifestly disproportionate for household use.

The sale is complete once the price is collected. The order is then recorded under a reference, given to the Customer at the time of payment; a collection is held in their name for 14 days, and the Seller writes to them as soon as it is ready.

Payment is due immediately and in full when the order is placed. It is made on the secure page of our payment service provider. Accepted methods: Bank card, Apple Pay and Google Pay.

The Customer's bank details do not pass through the site: they are entered on the provider's page, and the Seller never sees or keeps them. The Seller never asks for bank details by email or phone.

Each order is recorded under a reference, given to the Customer at the time of payment; it identifies the order in any later correspondence. The Seller sends the invoice.

The delivery methods offered are as follows:

7.1 Collection at the workshop

The order is prepared in 24 working hours and collected at 30 rue Michelet, 37000 Tours. The Seller writes to the Customer as soon as it is ready and agrees on a collection time with them. The order is held in the Customer's name for 14 days; after that period without news, the parts go back on sale and the Customer is refunded.

7.2 Shipping costs and free shipping

Collection at the workshop is free, whatever is in the cart. Each shipping method has its own free-shipping threshold, which the cart applies automatically: for the tracked parcel to Spain, that threshold is €79 spent, calculated on the value of the parts and not on the total paid. The special shipping for oversized parts is never free.

7.3 Area covered

The “Tracked parcel to Spain” method stops at the peninsula. The Balearic Islands, the Canary Islands, Ceuta and Melilla are not served at that rate: for those destinations, the Customer writes to the Seller before ordering, and the Seller quotes a transport price case by case.

7.4 Oversized parts

Some parts exceed the size of a standard parcel and travel packed separately; they are flagged as such on their product page. As soon as one of them is in the cart, any shipment automatically switches to special shipping for oversized parts, charged at €14.90, so that the price shown is always the price paid. Free shipping does not apply to this method. Collection at the workshop remains free, including for these parts.

7.5 Delivery times

The stated delivery times run from receipt of payment and are in working days. They are indicative. If delivery is more than seven days late compared with the stated time, the Customer may terminate the contract in writing on a durable medium and obtain a refund of the amounts paid.

It is up to the Customer to check the condition of the parcel on receipt and, where appropriate, to make the necessary reservations with the carrier.

Ownership of the parts passes on full payment of the price. The risk of loss or damage passes when the Customer, or a third party they designate, takes physical possession of the goods: at the counter for collection, on handover of the parcel for shipping.

In accordance with Directive 2011/83/EU on consumer rights, transposed in both France and Spain, the Customer has 14 days from receipt of the goods — or of the last item, for a multiple order — to exercise the right of withdrawal, without giving reasons or incurring any penalty.

9.1 How to exercise it

The Customer informs the Seller of their decision by an unequivocal statement sent to contact@help-my-trott.com, stating the order reference. They may use the model form reproduced in the annex to these Terms, but it is not compulsory.

9.2 Returning the part

The Customer sends the part back without undue delay and at the latest within fourteen days of their decision: complete, unfitted, in its packaging and with its fitting accessories. The direct cost of returning it is borne by the Customer, except where the goods delivered were not conforming, were damaged or were not those ordered, in which case the Seller bears it in full.

The Customer is liable for any loss in value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. A part fitted to a vehicle and then removed is depreciated as a result: it can no longer be returned. A part simply offered up to the vehicle, without tightening, wiring or riding, can however be returned.

9.3 Refund

The Seller refunds all amounts paid, including outbound shipping at the standard rate, at the latest within fourteen days of recovering the goods or of proof of their dispatch, whichever is earlier. The refund is made by the same means of payment used for the order.

Where the Customer expressly chose a more expensive delivery method than the standard one, the extra cost is not refunded.

The Seller delivers goods that conform to the contract and is liable for any lack of conformity existing at the time of delivery. The legal guarantee of conformity applies for 24 months from delivery, under the European regime for consumer goods guarantees established by Directive (EU) 2019/771.

In the event of a lack of conformity, the Customer may require the goods to be brought into conformity by repair or replacement and, failing that, a price reduction or termination of the sale. Any lack of conformity that appears during that period is presumed to have existed at the time of delivery — French law, which governs the contract, extends that presumption to the whole period — without the Customer having to prove it.

Normal wear of consumable parts — tyres, inner tubes, pads, cables, grips — does not constitute a lack of conformity, nor does damage resulting from fitting that does not follow the vehicle manufacturer's instructions, from modification of the part or from abnormal use.

These guarantees are without prejudice to the mandatory consumer protection provisions of the Customer's country of residence, as set out in Article 15.

Any complaint is sent in writing to contact@help-my-trott.com, quoting the order reference and, where relevant, the reference of the part concerned. The Seller replies in writing on a durable medium. This is the first step, and the only one the Customer must take for the complaint to be recorded.

To date, the Seller has not designated any out-of-court consumer dispute resolution body. If it designates one, its details will be published on this page.

The data collected when ordering is necessary to process the order and perform the contract. The processing, its legal basis, retention period and the Customer's rights are described in the privacy policy, which forms an integral part of these Terms.

All elements of the site — texts, photographs, visual identity, code — are protected by intellectual property law. Any reproduction, even partial, without the Seller's prior written permission is prohibited.

Neither party is liable for failure to perform its obligations in the event of force majeure. Performance is then suspended; if the impediment is permanent, the contract is terminated automatically and the amounts paid are refunded in full.

These Terms and the contract they govern are subject to French law, the Seller's country of establishment.

This choice does not deprive the consumer Customer of the protection afforded by the mandatory provisions of the law of their country of habitual residence. A consumer resident in Spain therefore keeps the benefit of those provisions where they are more favourable.

In the event of a dispute, and failing an amicable solution, the consumer Customer may bring the matter before the courts of their place of residence or the French courts.

This form is to be completed and returned only if the Customer wishes to withdraw from an order placed on this site.

For the attention of HELP MY TROTT, contact@help-my-trott.com, 2 allée du Général Verneau, 37000 Tours:

I hereby give notice that I withdraw from the contract for the sale of the following goods:

• Ordered on: …………… / Received on: ……………
• Order reference: ……………
• Description of the part(s): ……………
• Consumer's name: ……………
• Consumer's address: ……………
• Signature (only where notice is given on paper): ……………
• Date: ……………