Frequently Asked Questions (FAQ's)

Welcome to our help pages, the biggest mobility before-you-buy Q&A service.

Q1. I'm having difficulty in using the website. Can you help me?
You'll be relieved to know you're not alone. Just call the advice centre free on 0800i169i5365 where our friendly staff are waiting to talk you through it. Or if you prefer, ignore the website and we'll give you all the advice you'll ever need.

Q2. I can't find what I want
We have a massive range of products, but we can't list everything. Just go to Contact Us or ring free on 0800i169i5365

Q3. Should I have a Scooter or a Power Chair?
The choice will depend on your physical condition and what you require of the vehicle. Generally, if your sole aim is to get out, the usual purchase would be a Scooter, but you may need a Chair, especially if you need it indoors as well. A small Scooter indoors is not necessarily right for you. Before you go any further, it's important that you get the right advice by ringing our advice line now! Call free on 0800i169i5365

Q4. How do I choose the right vehicle for me?
We list the size and weight capacity of the Scooter/Chairs and appropriate distance capability etc. Other considerations are finger or thumb controls, for left or right hand use. Can you bend your knees reasonably well, what work do you need the Scooter/Chair to be capable of. Generally speaking, the bigger the vehicle and the bigger the wheels, motor and batteries, the more it will do for you - distance, hills and rough terrain for example.

The latest 3 wheel Scooters have good balance and are safer than you think. They have a better turning circle than a 4 wheel and you can stretch your legs!

If you want a portable Scooter look particularly at the weight capacity and remember, a small Scooter won't do big jobs. That's a big Scooter.

Finally, never buy a Scooter/Chair that has a weight capacity close to you weight.

Get some service for your hard-saved money eh?

Also consider if your use needs to be generally the road or generally the pavement. Scooters and Chairs are allowed on the road, like pushchairs or prams of course, if the pavement disappears or is blocked or if you need to cross. The 2 classes of Scooter cover this point:
Class 2 - Pavement use, 4mph speed limit.
Class 3 - Road/pavement use, 6 or 8mph and can cover a greater distance and carry more weight. When riding on the pavement, however, turn the speed down to the legal 4mph limit!

Normal Power Chairs at normal prices are 4mph. Very busy main roads are not really advisable and Scooters/Chairs should not be used in bus/cycle lanes and cycle paths, and dual carriageways. Obey the Highway Code. Happy motoring! Advice line 0800i169i5365

Q5. What guarantee do I get?
Our guarantees are fully comprehensive. Any maintenance faults covered are rectified swiftly and free of charge. The length of guarantee can vary with different products but generally the vehicles have a 12 month manufacturers UK warranty.

Q6. Are there any hidden or extra charges?
No. The price you pay will include the product complete. Ready to go and with no delivery charge to most areas.

Q7. Should I insure my Scooter/Chair?
Currently insuring a mobility vehicle is not a legal requirement. Although incidents of theft and vandalism are low, you ought to insure your vehicle. Even if you have it locked up in the most secure place in the world, being covered when you're out and about is important, for theft, vandalism, accident and public liability, in case you hit anyone or their possessions. All this is not that common, but it might happen to you. Having said all that, Scooters and Chairs are a very safe way of getting about! Mobility Website.co.uk is an appointed representative of M.B.L and is therefore allowed to give advice and help you fill out the form. Just call the advice centre on 0800i169i5365.

Q8. Is there any road tax to pay or license required?
At the moment, no. However, if you buy a class 3 vehicle, you have to register now with the DVLA. The very simple form will be delivered with the Scooter. You don't have to qualify or pass anything, it just registers ownership. We haven't noticed any other mobility company giving this information. The information is correct and up-to-date. Stay with the professionals. You'll always get the correct and up-to-date advice from Mobility Website.co.uk. Our advice line will be very happy to answer any questions on this topic, or any other. Call free on 0800i169i5365 8am to 9pm 7 days.

Q9. How do amend my order?
Easy! At the My Order page, just delete what's not required. If the order has already gone through, give us a call, free on 0800i169i5365.

Q10. How do I query or check my order?
Just call free, give your name and quote your order number and password or login at the My Order page. The password helps to prevent anyone calling without your permission and finding out your business! It's all only between you and us!

Q11. Can I order in any other way?
Absolutely. Your choices are online, by telephone, fax, email or even letter, not forgetting your name, address and telephone number.

Q12. How will I know my order has been received and is being acted upon?
You will receive a phone call acknowledging your valued order confirming the details, delivery time and giving you your order number. Allocation of your order number signifies acceptance of your order. We will then post this confirmation to you.

Q13. When do I charge my Scooter/Power Chair?
Firstly, your mobility vehicle will arrive complete with batteries and charger. As you know, all batteries will run down, whether you use them or not.

A simple guide:
Use it - Charge it
Not used - Charge it weekly to be safe

Wait for the charger to show fully charged and then, if possible, go past that! Manufacturers like 12 hour charge, which usually means overnight. The post-charged trickle that the batteries will receive will add to their strength and life. If a very long charge is not possible, always go to full charge, never part-charge.

If you have to keep your vehicle in the open, as many owners do, you may have to charge it in the open. It's imperative that you protect your Scooter and charger etc. under waterproof cover. The length of time required to charge will vary according to use. If you've just gone up the road the batteries might recharge within the hour, but for many normal journies the process could take hours. Very quick completion of the charging process can mean faulty batteries! Also new batteries may take longer than normal to accept a full charge. They may not even accept a full charge for as many as 20 charges! "Fully charged" only means that the batteries can't take any more.

So don't forget, when you get back, charge it! If you don't use it for a week, charge it!

As usual, we give the best advice as we are always available for any more questions. Call free on 0800i169i5365 8am to 9pm 7 days.

Q14. Can I use my vehicle in the rain?
All manufacturers advise against getting your vehicle wet. In fact any water penetration or damage is not covered by any guarantee. The 3 most vulnerable places are the controls at the front, underneath the seat and under the vehicle. However, there is help at hand for this problem. You can buy a front control cover, a riding cape which covers you and the scooter or a fixed (detachable) canopy which we supply and fit for you. Also remember, even if you and the scooter are completely covered, puddles and floods are a risk. If you have to ride through a puddle, drive very slowly! Any splashing could affect the electrics underneath. Avoid floods.

Q15. What happens if I get a puncture?
A local dealer will repair it for you and bicycle shops are usually very helpful. We can fill your tyres pre-delivery with the "Puncture-proofing" for a moderate fee. However, "Puncture-proofing" is a bit of a misnomer. Sharp objects will pierce a Scooter/Chair tyre, but the "gunge" as it's known should fill the hole and get you home.

Q16. Can I have solid tyres?
Punctures are not as common as you might think, but the permanent answer is to buy solid tyres. We can supply and fit these before delivery, or at a later date if money is a bit tight. Feedback from our customers says that they are just as comfortable as fully inflated pneumatic tyres.

Q17. Will I be able to get my Scooter/Chair into a car?
The ideal car is an estate car, which, as well as the portable Scooters/Chairs, will take larger vehicles, which means that you'll be able to do more when you get there! However, that's the ideal world, not everyone has an estate car. Most people have a saloon with a boot or a hatchback, the latter being the second best option. Obviously there is more room and flexibility with a hatchback. There are many so-called portable Scooters/Chairs on the market, some easier than others to dismantle and lift, or just fold and lift. Look for the size, weight and carrying weight. Don't forget that small Scooters/Chairs can't do big jobs! It stands to reason. As always, our friendly advice department is very happy to give you personal advice. Call free 0800i169i5365 8am to 9pm 7 days.

Q18. Can I take my Scooter/Chair on holiday?
If you are travelling by coach, only the portable Scooters and very easily managed Chairs are acceptable and even then you need to check with the coach company or travel agent to see if they and the driver will take it.

Trains have been known to take Scooters and Power Chairs, but again, check first.

If you are flying, it's quite normal for airlines to take Scooters/Chairs. There are certain size and weight limits and the space in the hold must be pre-booked with the travel agent or airline. Don't arrive at the airport without confirmation or you'll be disappointed.

Of course, if you are travelling by car or hiring a car the other end or are booked on the courtesy bus, off you go! Make sure the Scooter/Chair is booked on the courtesy bus of course!

Have Scooter will travel! Happy holidays!

Q19. Do you supply ramps?
We sell ramps for access to tour home or your car and we sell threshold ramps to just help you get over that doorstep or lip at the door. Of course, the larger Scooters can usually handle small steps. If you have more than one step, then there are also solutions for that problem. There are different types of ramps for your car as well. The best ramp is the Scooter ramp, consisting of two pieces that unfold and push together, giving you a clear platform to steer your vehicle into the car. Each piece has a handle for easy carrying. They are the very best and unfortunately therefore are the dearest. We know it's all money, money but as you know, you get what you pay for.

Q20. Where do I store my vehicle?
A Power Chair is probably best kept in the house because you are perhaps using it in the home, or just need it close for you to reach it! But of course, not necessarily. Scooters can also be kept indoors, in the hallway, lounge, kitchen or bedroom perhaps, this of course depends on the size of the vehicle and the available space also. Remember that 4-wheel Scooters will not turn as well as 3-wheel Scooters. Other options are the shed or the garage.

Wherever you store it, try to park it by an electric point, if not, a supply run from the house, following safety rules, of course. If you have to keep it outside, as many do, keep the Scooter covered at all times and while charging, take extra care to keep everything covered. We sell strong waterproof cover for Scooters and Chairs.

Q21. Maintenance - how do I look after my Scooter/Chair?
Scooters and Chairs end to be very reliable and don't need a lot doing to them, but we have some basic advice for you.

Protect from water - see Q14

Store under the best conditions that you can - see Q20

Keep it clean as much as possible. An occasional clean underneath and inside, including battery terminals, but we realise that this is not necessarily possible for you.

Look after batteries - see Q10

Keep up the tyre pressures. Buy a foot pump. If it's going to be difficult, get someone to help you.

Have a regular service, at least one a year. We comprehensively service your vehicle at very competitive price, and on-site too. So it doesn't disappear for a few days, which is very common.

Q22. Do you supply batteries/tyres etc.?
Most companies make up their profits by charging heavily for accessories and replacements. Watch out for this! We supply and fit batteries, pneumatic and solid tyres and replacement parts etc. at very competitive prices. You see, you have to think about the ongoing costs as well!

For any queries not covered here, or if you'd like person to person advice anyway, you are very welcome to call our advice line, where our friendly staff are waiting for your call.

Free 0800i169i5365 8am - 9pm

These are general answers given in good faith. Mobility website takes no responsibility for this general advice and none of it is meant to apply personally to anyone.