Your Questions - Our Answers

There are basically two different VMAX apps. Depending on the model, only one is compatible with your scooter.

VMAX scooters with TFT color display are compatible with the VMAX e-scooter app. More information can be found here: VMAX e-scooter app.

If you are using a scooter with a segment display, you will need the VMAX Connect app. This app is available for iOS or Android. Your scooter will be displayed in the app's search function with an abbreviation starting with ZYD or HW.

Connect your scooter directly through the corresponding app. A connection via the Bluetooth settings of your smartphone is not necessary.

To establish a Bluetooth connection with your e-scooter, please first install the VMAX Connect app (for segment display) or the VMAX e-scooter app. After that, an activated e-scooter can be found using the search function in the app.

If no device is displayed, please delete and reinstall the app.

If this does not resolve the issue, the connector on the e-scooter may need to be reconnected. To do this, the four screws on the handlebar must be loosened again, and the connection between disconnected and connected must be re-established. Please ensure that your e-scooter is disconnected from power and that there is no voltage present.

Your scooter was delivered with the current firmware. Generally, this is rarely changed during the product lifecycle.

In individual cases, a slightly modified software may be installed during service. A firmware update at home is not possible; it can only be applied at our service center. Firmware updates at the service center are usually chargeable.

It is extremely important not to ride your scooter with too low pressure. You can find the recommended pressure for your model in the user manual of your model or in the short notes for initial operation.

Our e-scooters are standardly equipped with so-called tubeless tires – air-filled tires without a separate tube. This tire technology was deliberately chosen and is optimally aligned with the driving behavior, damping, and mechanical load of the vehicle.

The apparent advantage of a solid rubber tire is nullified by many disadvantages.

1. Comfort and Suspension

Solid rubber tires have no air-filled structure and cannot adequately absorb shocks from road irregularities. Impacts are transmitted directly to the wheel suspension – which can lead to increased wear and possible long-term damage. Additionally, this can make the ride significantly less comfortable for you – especially on uneven surfaces.

2. Higher Load

Our bearings and components are designed for the flexibility of tubeless tires. Solid rubber tires dampen significantly less. Even variants like a honeycomb tire have much poorer damping compared to a tubeless tire. The poorer damping can over time lead to structural damage to the rim, bearings, motor, or electronic components.

The rolling resistance can also differ with different tires from factory settings, thus increasing the electrical load on electronics and battery. This phenomenon also occurs when riding with too low tire pressure. Therefore, always pay attention to the air pressure in your tires to avoid long-term damage.

3. Changed Handling

The air pressure in tubeless tires allows them to adapt to the road surface, thus ensuring optimal grip – even on wet or uneven conditions. Even at moderate speeds (22–25 km/h), the higher stiffness of solid rubber tires negatively affects handling and cornering stability. This can particularly lead to a less secure feeling when riding on wet or uneven surfaces and increases the risk of falls.

4. Warranty Claims

The scooter was designed to be used with air-filled tubeless tires. VMAX does not offer a warranty if the scooter is not treated carefully or is damaged due to modifications, such as the installation of other tires. Any damage or premature wear that is directly or indirectly caused by the installation of other tires is excluded from the warranty.

5. Road Registration

For Swiss road traffic, the ordinance on technical road vehicles only permits solid rubber tires when air-filled tires are impractical (Art. 60 VTS).

The short answer is therefore: No, you should not mount solid rubber tires on your VMAX unless it is delivered with such from the factory.

The charging time of your battery depends on the model you purchased and its battery size.
You can find more accurate information about the charging time of your e-scooter in the user manual.
Your battery is fully charged when the control light on your charger is green.

The average ranges of your e-scooter depending on model and series can be found in the respective product description.

The ranges vary depending on rider weight, average speed, incline, current battery status, outside temperature, and tire pressure.

The maximum load capacity varies depending on the model. You can find the permissible load weight per e-scooter in the respective product descriptions.

The electronic components of the current generations of VMAX e-scooters are either certified to IPX5 or IPX6. This means that the scooter withstands water well – as long as it is not exposed to it for too long. Riding in the rain is not a problem, but try to park the scooter dry and protected when possible.

Pay particular attention to the cover of your charging port: If the charging port is not properly closed, this can lead to a short circuit if exposed to water. Ensure that the scooter is completely dry before charging.

Generally, transporting your e-scooter is permitted by most public transport providers. However, be sure to check in advance with your local operator. In most cases, the scooter is accepted as carry-on luggage when folded.

In this case, the e-scooter must not obstruct any persons, must be safely stored, and cannot block any bicycle spots.

You can find the SBB transport conditions here. To qualify as an e-scooter, the tires must not be larger than 12”. This is the case for all current VMAX models.

Onlyone personis allowed per e-scooter. This also applies if two people would not exceed the maximum load.

No. Riding an e-scooter is generally only allowed on bicycle lanes such as bike paths, bike lanes, or bicycle streets and is mandatory. Accordingly, riding an e-scooter on sidewalks and in pedestrian zones is not allowed.

Only if the aforementioned bicycle lanes are not available may the road be used. This also applies outside built-up areas when the mentioned paths are absent. In such cases, the shoulder must be used.

In summary, an e-scooter may ride wherever a bicycle is allowed to ride.

The parking of e-scooters is subject to the parking regulations for bicycles. Therefore, you may park the e-scooter wherever it does not endanger pedestrians or wheelchair users.

Yes, that is possible without concerns.

If it is not possible, for example, due to the wheel being blocked, there is a defect in the e-scooter.

If your VMAX e-scooter isn't functioning as desired, we are of course here for you! Here’s how to best proceed in case of service to get back on the road quickly.

1. Contact Customer Support

If your scooter has a problem, please first contact our customer support. You can reach us in writing via email or through our online contact form or by calling us directly.

• 
  Error Description: Describe the problem as precisely as possible and, if possible, send a photo of the error or the affected area. This helps us understand your concern better and respond faster.

2. Direct Help from Customer Support

Our support team will first try to help you directly. Often a small problem can be resolved via email or phone without the scooter needing to be sent in.

3. Further Procedure in Case of Unresolved Issues

If our customer support does not find a solution for your problem in the first step, you can handle the service case in two ways:

• 
  Through Your Dealer: Contact the dealer where you purchased your VMAX e-scooter. They can assist you in sending it to our service center and handle the process for you.
  
• 
  Directly through VMAX: Alternatively, you can bring your scooter directly to the VMAX service center in Aargau (Rothrist) or send it to us by mail. It is best to use the original packaging to avoid transport damage.
  

In any case, it is important that a detailed error description as well as a copy of the warranty document / purchase receipt and your contact information (email and phone) are included, so our technicians can examine the defect specifically. Without a warranty document, repair is always chargeable.

4. Warranty Repair or Cost Estimate

Once your scooter is with us, we will check whether the repair is covered by the warranty.

• 
  Warranty Repair: If the defect is covered by the warranty, the repair will be carried out quickly and free of charge for you.
• 
  No Warranty Case: If the warranty does not apply, we will provide you with a cost estimate. (Further information on this can be found in a separate article in our Help Center.)

Please understand that we cannot offer immediate repairs. The duration of the repair depends on the problem and the availability of spare parts.

5. Return or Pickup of the Scooter

After the repair, you can choose:

• 
  Return Shipping: We will securely send your scooter back to you.
• 
  Pickup: Alternatively, you can pick it up personally at our service center.

To ride your e-scooter in Switzerland, insurance is not mandatory. In some cases, however, insurance may be helpful. For e-scooters, depending on your individual use case, the following insurances are recommended:

• Liability Insurance
• Theft Insurance
• Legal Protection Insurance

VMAX does not provide advice on which insurance suits your needs and with which provider you should conclude it.

If you want to use your e-scooter abroad, the insurance requirements may differ. Please check with the relevant authorities before traveling.

To use an approved e-scooter in road traffic in Switzerland, a minimum age of 16 years is required without a driver's license or 14 years with a category M driving license.

There is no minimum age requirement to ride the e-scooter on private property. Here, parents are responsible for assessing the child's abilities.

We generally recommend our e-scooters for those aged 16 and above.

There is no mandatory protective gear required for the use of your VMAX in Switzerland – neither helmet nor pads. However, we recommend using a helmet on a voluntary basis. Similar to cycling, this can greatly increase your safety and prevent head injuries.

Always remember to wear weather-appropriate clothing. Protect yourself especially on cold days against the additional wind. We recommend warm gloves to ensure you can operate the controls at all times. Be particularly careful on wet and slippery road conditions. Ride your VMAX only when the road conditions allow it and switch to alternative means of transportation if necessary.

From the age of 16, no driver's license is required. For 14- and 15-year-olds, a Category M license is mandatory in Switzerland.

An e-scooter is allowed to travel at a maximum of 20 km/h in Swiss road traffic. A tolerance of +10% is permitted.

If the scooter can go faster, it does not have road registration and may only be used on private property.

The same alcohol limits apply to e-scooter riders as to car drivers, which is a 0.5‰ limit.

If you appear to be unable to ride the e-scooter safely even with a lower blood alcohol level, you are also not allowed to ride the scooter.

Special regulations apply to new license holders and individuals under the age of 21. Here, alcohol is generally prohibited in road traffic - even on an e-scooter.

There is no specific fines catalog for e-scooters. If you behave unlawfully in road traffic, the general fine regulation applies. Important! If you manipulate your device so that it no longer meets the approval requirements, you must expect a penalty. Please also be aware that in this case, insurance for any potential damage would not apply.

If you want to use your VMAX outside of Switzerland, please inform yourself in advance about the corresponding legal framework. E-scooters are not uniformly approved across Europe, and there are country-specific vastly differing regulations for participation in and behavior in road traffic.

For example, a scooter purchased in Switzerland cannot be registered in Germany and therefore cannot be used in German road traffic. If you are looking for a scooter for Germany or Austria, you can find it in the shop of VMAX Germany.

We cannot provide legal advice in any case. Always check with the relevant local authorities regarding registration and rules.

VMAX Global AG guarantees a 24-month warranty on a purchased product, starting from the invoice date. Excluded from the warranty are consumables and wear parts. Consumables are defined as components and accessories of the device that wear out under use. This includes, for example, batteries, tires, chargers, brakes, as well as moving parts like bearings, etc.

However, if you have received a defective product or defective components, please contact our support using the contact form.

For specific warranty conditions, always refer to your manual. In case of discrepancies between this article and your manual, the manual applies.

VMAX grants a full warranty for new e-scooters for 24 months with the following exceptions:

• The wear of wear parts. Wear parts include, among others,
  Brakes
  Tires
  Tubes
  Batteries
  Moving elements (e.g., ball bearings)
  
• Damage caused by improper use
• Damage caused by modifications, accidents, or improper handling
• Damage from influences such as fire, dirt, or water
• Damage caused by self-repair attempts. Repairs and servicing may only be performed by qualified personnel
• Damage caused by wear

If you have questions about whether your specific case is covered by our warranty, contact us via our contact form or ask your dealer.

No. Making changes to electrical components or other sensitive parts of the e-scooter without our consent will void the manufacturer's warranty.

Also, uploading different firmware counts as manipulation/modification of the e-scooter and will result in the loss of the manufacturer's warranty. In this case, the electronics would need to be replaced at your own cost.

The first point of contact is the merchant from whom you purchased the product.
If it is a technical return to VMAX, please contact us using the contact form.

Yes, you can easily carry out many small repairs and maintenance tasks yourself.

You can find the appropriate spare parts for all VMAX e-scooters directly in our shop. Additionally, we provide you with step-by-step repair instructions that guide you through the most important tasks.

• Spare parts
• Repair instructions

If you are unsure or do not want to carry out the repair yourself, our service team in Rothrist is happy to assist you quickly and reliably.

If you do not want to repair your VMAX e-scooter yourself, you can always contact our service team.

In our service center in Rothrist, we professionally handle repairs, maintenance, and technical clarifications – ensuring that your e-scooter is quickly ready for use again.

Alternatively, you can also carry out many minor repairs yourself. The appropriate spare parts and helpful instructions can be found directly in our shop and in the help center.

If your VMAX e-scooter is not functioning as desired, we are, of course, here for you! Here’s how to proceed in the event of service to get back on the road quickly.

1. Contact Customer Support

If your scooter has a problem, please first contact our customer support. You can reach us in writing via email or through our online contact form or call us by phone.

• Error description: Describe the problem as clearly as possible and include, if possible, a photo of the error or the affected area. This helps us understand your issue better and respond more quickly.

2. Direct Help from Customer Support

Our support team will first try to help you directly. Often, a small problem can be solved by email or phone without needing to send in the scooter.

3. Further action in unresolved issues

If our customer support cannot find a solution to your problem at first, you have two ways to process the service case:

• Through your dealer: Contact the dealer from whom you purchased your VMAX e-scooter. They can assist you in sending it to our service center and handle the processing for you.
• Directly through VMAX: Alternatively, you can bring your scooter directly to the VMAX service center in Aargau (Rothrist) or send it to us by post. It's best to use the original packaging to avoid transport damage.
  

In any case, it is important to include a detailed error description, a copy of the warranty document / purchase receipt, and your contact details (email and phone) so that our technicians can specifically investigate the defect. Without a warranty document, repairs will always be chargeable.

4. Warranty repair or cost estimate

Once your scooter is with us, we check whether the repair is covered by warranty.

• Warranty repair: If the defect is covered by warranty, the repair will be carried out quickly and free of charge for you.
• Not a warranty case: If warranty coverage does not apply, we will create a cost estimate. (You can find more information about this in a separate article in our Help Center.)

Please understand that we cannot offer immediate repairs. The duration of the repair depends on the issue and availability of spare parts.

5. Return or collection of the scooter

After the repair, you can choose:

• Return shipment: We will send your scooter safely back home.
• Pickup: Alternatively, you can pick it up in person at our service center.

We assist you not only in warranty or liability cases but also if your scooter has problems outside of the warranty period or has suffered damage from external influences. Note that this only applies to scooters that have not been modified.

If you would like us to handle your scooter, please contact us via our service form or bring your scooter to us during our opening hours (weekdays from 08:30 to 12:00 and 13:00 to 17:00).
Upon receipt of the scooter, we will create a diagnosis and provide you with a cost estimate. You can then decide whether we should carry out the work.

Without analyzing the scooter in our workshop, we cannot provide binding cost estimates. If you decline the repair within the cost estimate, we may charge you for shipping and diagnosis costs and return the scooter to you.

If you wish to carry out work outside the warranty period yourself, you can purchase our spare parts here. This way, you can also have repairs done at any workshop near you or carry them out yourself using our instructions.

E-scooters that are not produced or sold by VMAX cannot be repaired by us. We are aware that some e-scooters have insufficient or no service offered by the manufacturer. However, we only have spare parts for our own models and therefore cannot assist if you have a different scooter.

If you cannot reach the manufacturer, please contact your dealer.

No matter where you want to send your scooter – to us for maintenance or to a new owner after a private sale: Please note the following points.

• Shipping only in the original box
  We generally ask you to keep the original box . We reject service cases that do not arrive at us in the original box. Exceptions may apply in the context of warranty cases.
  
  
• Secure shipping against transport damage
  The original packaging is only a guarantee for damage-free shipping if certain precautions are taken. We accept no liability or guarantee for damage during transport to us.
  
  - Secure fragile parts (e.g. your rear light) sufficiently againstexternal shocks. Also ensure that this security remains in place even if the box is moved abruptly.
  - Secure the scooter againstmovements in the box. The scooter should neither be able to move forward nor backward in the closed box, nor should it have the opportunity to "jump" up.
  - Secure all individual parts against movements against each other.
  Dismantle the handlebar from the front tube and place both parts in the box. Make sure that the brake levers cannot get caught anywhere and ensure that the metal of the handlebar cannot touch the metal of the front tube. Here, too, the securing must be designed so that itcannot slide.
  
  
• Accessories and modifications
  Before sending us accessories, please discuss this with us. Unless there is suspicion that your accessories are (co-)responsible for the reason for sending, please keepall accessories with you. This applies to both original accessories and self-installed parts.
  We cannot guarantee that we will return your accessories, and we acceptno liabilityfor your accessories unless it was agreed in advance.
  We are very pleased about tasteful customizations of the vehicle. However, we prefer to see these on various social media channels. In our workshop, we cannot guarantee that no damage will occur.