FluidFreeRide Warranty & Service Policy
Effective March 2025
Important Notice – New Ownership
Effective March 17, 2025, FluidFreeRide became part of the Alien Rides Electric family. We’ve taken on the brand and its assets, but not the prior company’s legal entity. As such, we cannot assume legal responsibility for purchases made before this date.
However, we recognize the strong history and reputation of the FluidFreeRide name, and we’re committed to offering reasonable support to past customers whenever possible.
What is Changing?
- 🔴 Lifetime Warranty – Discontinued
- 🔴 Lifetime Service Commitment (50% discount on parts & labor) – Discontinued
- 🔴 Free Part Replacements – Discontinued for Pre–March 17, 2025 Purchases (any parts replacement, whether under warranty or not, will now incur shipping fees)
- 🔴 3rd Party Service Partner Repair Fees – No Longer Covered (customers now pay partner repair rates directly; FluidFreeRide will not cover or reimburse these fees)
What is Still Available?
- ✅ 12-Month Standard Warranty on all new purchases
- ✅ Free Shipping on Warranty Parts for Orders Placed After March 17, 2025
Every scooter purchased at fluidfreeride.com includes a 12-month warranty against manufacturing defects. After this period, service and repairs remain available through our service centers and partners, but lifetime discounts no longer apply.
Warranty Shipping Policy Update
- Orders Placed After March 17, 2025 – Warranty parts ship free of charge.
- Orders Placed Before March 17, 2025 – Any parts replacements (whether warranty or non-warranty) now incur shipping fees based on size and weight.
What Happens if My Scooter Needs Repair?
We are here to help with 4 easy steps:
- Visit support.fluidfreeride.com to check our support library.
- If you still need help, submit a support ticket with images or videos of the issue.
- Our support team will help diagnose and determine next steps.
- Provide requested info so we can resolve the issue quickly.
Repairs and resolutions may involve:
- Self-repair – We may ship parts and provide instructions for at-home repair (shipping fees depend on order date).
- Service Center Repairs – Covered damages under warranty are free of charge for labor and parts, but customers cover scooter shipping.
- Service Partner Repairs – Partner shops continue to support scooters, but all fees are the customer’s responsibility.
- Replacements – In rare cases (within 15 days of delivery & under 15 miles of mileage), we may replace a unit due to major defects. Refurbished replacements may be used. The warranty does not reset.
How Does the 12-Month Warranty Work?
For 12 months from delivery, your scooter is protected against manufacturing defects. During this period:
- Diagnosis is free.
- Covered parts are free; shipping depends on purchase date (see Warranty Shipping Policy Update above).
- Covered labor at FluidFreeRide service centers is free (customer covers scooter shipping).
Warranty Exclusions:
- Consumables – Parts designed to wear out and be replaced regularly, such as brake pads, tires, and inner tubes.
- Wear-and-Tear Items – Components subject to normal use, including fenders, kickstands, grips, deck tape, cosmetic plastic covers, and similar non-structural items.
- Battery Degradation – Lithium-ion batteries naturally lose capacity over time. A reduction in battery capacity of up to 20% over the warranty period is considered normal and is not covered under warranty.
- Damage from Misuse or External Causes – Damages, malfunctions, or performance issues resulting from collision, accidents, fire, flooding, exposure to extreme weather, overloading, lack of maintenance, or operation outside the scooter’s intended purpose.
- Unauthorized Repairs or Modifications – Any issues caused by third-party modifications, tampering, or repairs performed without approval from FluidFreeRide.
- Cosmetic Issues – Scratches, dents, or other appearance-related concerns that do not affect performance or safety.
After Warranty Expiration
- Customers may continue to access parts and labor through our website or service centers at standard rates.
- The former 50% parts & labor discount under Lifetime Service is no longer available.
- Shipping fees apply.
- Repairs completed by 3rd party service partners are at the customer’s expense.
Service Case Examples (Updated)
- Broken Fender – Not covered; replacement available at cost + shipping.
- LED Light Not Working – Covered under warranty; part free but shipping fees apply. Labor free at service centers (shipping scooter is customer’s responsibility).
- Brake Rubbing / Adjustments – Not covered; considered routine maintenance.
- Flat Tire – Not covered; replacement parts available at cost + shipping.
- Motor Issues – Covered under warranty; part free but shipping fees apply.
- Battery Defects – Covered under warranty; replacement battery provided free of charge, but shipping fees apply.
Where Can I Get Service?
- FluidFreeRide Service Centers – Full diagnostic and repair by our technicians.
- Service Partners – Still available in select cities, but all partner fees are customer responsibility.
- At Home – Many repairs can be performed at home with parts and instructions (shipping fees apply).
Customer Responsibilities
- Perform regular maintenance such as brake adjustments, tire inflation, and firmware updates where applicable.
- Use the scooter in accordance with manufacturer guidelines and weight limits.
- Provide photos or videos of reported issues to assist with troubleshooting and escalation.
Final Notes
While we are under new ownership and not legally bound to honor warranties from the prior company, our commitment remains: to provide fair, transparent, and reasonable support to all FluidFreeRide riders.
✅ Summary
- Purchases made before March 17, 2025 – FluidFreeRide (under Alien Rides) is not legally responsible, but we will provide reasonable support. Any parts replacements now require paid shipping.
- Purchases made on or after March 17, 2025 – Covered by a 12-month standard warranty with free shipping on warranty parts.
- Lifetime Warranty & Lifetime Service discounts are discontinued.
- Replacements are only possible within 15 days & 15 miles upon reapproval.
- 3rd party partner repair fees are no longer covered or reimbursed.