7. Extending Warranty

(1) General Questions

① What is an Extend Protection Plan?
An Extend Protection Plan is a warranty extension that provides coverage for a product after the manufacturer's warranty expires. Extend Protection Plans can cover mechanical and electrical breakdowns, including those caused by normal wear and tear or power surges. They can also cover damage to tires and wheels from road conditions and objects like potholes, rocks, and nails.

For more detailed information, please visit this link: https://customers.extend.com/en-US/plan_details/A1-SGEBK-1y?storeId=622bd624-66a5-4dc6-883e-2cc3d98773b9 

② How can you purchase the Extend Protection Plan?
The plan shows on all Heybike product pages. After you add the e-bike to cart, you can select the plan and make a purchase together. If you have already bought a bike, you can still buy the plan within 1 month of purchase. Please contact us at [e-mail], we are happy to help you buy the plan.

③ How many times can I use the Extend Protection Plan?
The Extend Protection Plan is a single replacement program that allows for one replacement of a like or comparable product if it becomes defective.

The Extend Protection Plan covers accidental damage from the day of delivery through the chosen coverage term. It begins when the manufacturer's warranty expires. The length of coverage is determined by the number of years selected. Actual offers may vary by store.

④ When you return the product and cancel the Extend Plan, how much money will you get back?
Please return your product first. If it is within the manufacturer's warranty, you will receive a full refund for canceling the Extend Plan. If it is during the extended warranty period, you will receive a pro-rated refund.

(2) File a Claim

① What do you need to provide if you file a claim?

When exercising the Extend Protection Plan through the Extend Customer Care Team or at the Extend Customer Claims Portal, you will need to provide your contract ID, email address, or other identifying pieces of information. If you'd like to speak with someone, you can do so by calling 877-248-7707.

② How does the customer receive the contract ID?

Customers will receive an email after their purchase. If customers do not provide an email address at the time of purchase, Extend will send the customer a Welcome Packet that includes a Cover Letter, Declaration Page (similar to the email), and terms and conditions via mail service.

③ What is the process to file a claim under the Extend Protection Plan?

Extend makes it easy to file a claim either through the call center or online. Below are the steps customers can follow to get a replacement product.

1) Customers provide contract ID, email address, or other identifying information.

2) Extend entitles (validates) the contract coverage.

• The plan should be active.
• The date should be between the Effective & Expiration dates.
• Customers will answer some adjudication questions.
• Extend will provide high-level troubleshooting steps (not designed to deny claims).

3) Customers will receive a shipping label via email to return the defective product.

4) Once the product is shipped, customers will receive an approval email with a link to purchase a new product.

5) Customers will be prompted to buy an Extend Protection Plan for the new product during checkout on the website.