Terms & Conditions

Definitions

“The Company” means Mobility Stirling

“The Customer” means any person, company or other organisation to whom the company supplies the product

“The Product” means the products and/or services to be supplied to the Customer by the Company

 “Invoice” means goods and/or services supplied to the Customer and
total price due to be paid by the Customer to the Company.

 

  1. Acceptance of terms

​1.1 All agreements made between the Company and the Customer shall be on the basis of these Terms and Conditions. No addition or amendment to these Terms and Conditions shall be agreed and binding unless made in writing and signed by a Partner of the Company.

1.2 The rights and obligations set out in these Terms and Conditions are given in addition to and are not designed to replace any rights which may apply and to which the customer may be entitle under or by virtue of relevant legislation.

  1. Changes to terms

We may revise and update these Terms from time to time at our sole discretion. All changes are effective immediately upon posting to our Website, and you agree to review the Terms on purchasing to ensure you are aware of any updates. 

  1. Privacy policy

We take your privacy seriously. Our use of your personal data is governed by our Privacy Policy, which can be found at www.mobilitystirling.co.uk/privacy. By using our Website, you consent to the collection and use of your information as outlined in the Privacy Policy.

  1. VAT-free purchases

If you're eligible for VAT exemption, you won’t have to pay VAT on qualifying mobility goods under the VAT relief scheme. Mobility Stirling will charge you the VAT-free price.

You may qualify to buy mobility products VAT-free if you are chronically ill or disabled, and the products are for your personal, non-business use.

​According to HMRC, 'chronically sick or disabled' means:

  • You have a long-term physical or mental impairment that significantly affects your ability to carry out everyday activities.
  • You have a condition recognized as a chronic illness by the medical profession, such as diabetes.
  • You have a terminal illness.

Temporary conditions, like a broken leg, do not qualify for VAT exemption.

Examples of VAT-relief eligible products:

  • Wheelchairs, powerchairs, and scooters
  • Vehicle adaptations (driving aids, swivel seats, wheelchair hoists)
  • Adjustable beds (electric or mechanical)
  • Toileting aids (commode chairs, frames for toilets)
  • Stairlifts 
  • Rise and recline chairs
  • Incontinence products

If you're unsure whether a product qualifies, contact our specialist staff for assistance.

Installation, servicing, or repair of these items may also qualify for VAT relief. 

VAT exemption is applied through self-declaration at the time of purchase. You need to fill out and sign a form confirming that you meet the criteria for being ‘chronically sick or disabled.’ A medical assessment is not required.

​

  1. Price promise

Our Price Promise applies to the following:

  • The Product must be identical in brand, model, colour, specification, and condition.
  • The competitor’s product must be available for immediate purchase and delivery.
  • The competitor must be a UK-based retailer with a website or physical store. The Price Promise excludes auction sites, marketplaces (e.g. Amazon, eBay), and classified ads.

To qualify for the Price Promise:

  • The competitor’s price must be publicly advertised and verifiable at the time of your request.
  • The competitor’s price must include VAT, delivery charges, and any other applicable costs.
  • The product must be in stock and ready for dispatch by the competitor.

The following are excluded from our Price Promise:

  • Clearance sales, liquidation sales, special promotions (such as Black Friday, Cyber Monday), bundle deals, and loyalty discounts.
  • Prices from auction sites, online marketplaces (e.g. eBay, Amazon), membership-only retailers, or discount clubs.
  • Any pricing errors or temporary discounts (e.g. lightning deals, flash sales).
  • Competitors located outside of the UK.

To make a claim under our Price Promise, you must:

  1. Contact us via phone, email, or through our contact form on the website before making your purchase.
  2. Provide the following details:
    • The competitor’s name, website, and contact details.
    • A screenshot or a direct link to the competitor’s product page showing the lower price and other relevant information.
    • Your contact details and the product you wish to purchase from us.

We may request additional information if needed to verify the claim.

If you have already purchased the Product from us and later find it at a lower price with a competitor, you can request a refund for the price difference within 7 days of your purchase, provided all criteria are met.

Mobility Stirling reserves the right to decline any Price Promise request if the claim does not meet the criteria outlined in these Terms and Conditions.

Mobility Stirling reserves the right to modify or withdraw the Price Promise at any time without notice. Any changes will not affect claims already submitted and verified before the change.

​6. Trade in

Scooters or powerchairs will be assessed by our in-house experts for condition and performance, to ensure it meets the standard to be used again as one of our pre-loved machines. We'll then come back with an exchange value.

We can only accept Trade in scooters from the top manufacturers that we work with. 

The value will be offered as store credit only against the purchase of a new Scooter or powerchair

We only consider scooter or powerchair trade in

  1. Warranties

For "preloved / used" electric mobility equipment we service every item before purchase and offer a 6 month warranty on the service which covers faults and parts that are not due to user error. 

New products supplied by Mobility Stirling usually but not always include a 12-month warranty against faulty manufacture or materials. Some products may have longer warranty periods depending on the manufacturer.

Details of individual product warranties are available upon request.

What The Warranty Covers

Warranty cover generally applies to manufacturing defects or faults arising from materials or workmanship during normal use. Faulty or defective parts are covered under the terms and conditions of the manufacturer’s warranty.

Labour and call out cover allows a maximum of 3 callouts under the manufacturer’s warranty period.

If a fault is the result of user error rather than manufacturer fault, call out, labour and parts fees will apply.

What The Warranty Does Not Cover

Warranty does not usually cover general wear and tear, misuse, accidental damage, neglect, unauthorised repairs, tampering, incorrect use, failure to follow instructions, consumable parts, tyres, punctures, bulbs, flat batteries, chargers, servicing, or general maintenance.

Unauthorised Repairs

Warranty cover may be invalidated if a third party carries out repairs without prior agreement from Mobility Stirling or the relevant manufacturer.

Warranty cover is not transferable if goods are sold, transferred, or passed to another user.

 

  1. Product information and availability

We strive to ensure that all information on our Website, including product descriptions, prices, and availability, is accurate and up-to-date. However, we do not warrant the accuracy or completeness of this information. Prices and availability are subject to change without notice, and we reserve the right to correct any errors or omissions.

​We have made every effort to accurately represent the colours and details of our Services in the images shown on our Website. However, the actual colours and details you see on your screen may vary depending on your monitor, so we cannot guarantee that your monitor’s display will precisely match the colours or details of the Products or Services upon delivery.

 

  1. Refunds, returns, and exchanges
  • Goods and/or services are not supplied on a sale or return basis.
  • Returned goods not deemed to be defective may be subject to a 25% re-stocking charge and must be unused, in the original packaging and accompanied by the Purchasers copy of the original Sales Invoice within 7 days of purchase unless otherwise agreed by the Company.
  • Where goods purchased using a Debit/Credit card are refunded, the refund value is refunded to the Customers original Debit/Credit card only otherwise a Credit Note to the refund value will be issued.
  • If the Customer decides to change their mind about their purchase, the Customer must return the ‘unused’ goods to the Company with the original receipt within 7 days and an exchange or credit note will be issued. Re-stocking charges will apply.
  • Any Credit Note issued by the Company are valid for 28 days from date of issue only.
  • These terms do not affect your statuary rights including your rights to a refund, replacement and/or repair where the goods are faulty or mis-described.
  • The Company shall not be under any obligation to repurchase the goods sold to the Purchaser in any circumstances at any time.
  • We accept returns up to 7 days after purchase, if the item is unused “as new” condition, in its original condition and packaging. If it is not in this condition, we reserve the right to offer either a partial or no refund. Mobility Stirling reserves the right to charge for repair or replacement of goods which are damaged upon return.
  • Returns can be made in-store, The original receipt must be presented for a refund to be obtained. 
  • Alternatively, within this time period you may ask us to substitute a Product or Service, rather than provide you with a refund. Any difference in price will be payable or refundable before completing the transaction. 
  • ​Where powered products have been unboxed prior to delivery to the customer and have been used, we will only be able to offer a partial refund due to the warranty having been activated affecting the resale value of the item.
  • Parts orders are non Refundable.
  • For reasons of hygiene and cross infection, our returns’ policy does not extend to the following products:
  • Upholstered items i.e. Riser recliner, chairs and beds
  • Mattresses and cushions
  • Incontinence products
  • Bathroom & toilet aids such as urinals, commodes, raised toilet seats and shower stools.

Unfortunately, we are unable to offer exchanges or refunds if the items have been specially made to order or altered to suit a specific individual.


This policy is offered in addition to your statutory rights.

A copy of this policy is available upon request.


10  CANCELLATION OF ORDER
No cancellation of any order will be effective unless in writing and until accepted by the Company. The Company reserves the right to refuse to accept any cancellation and in particular no cancellation will be accepted of orders for goods and/or services to special requirements or not normally stocked by the Company or if the manufacture or obtaining by the Company
of such goods and/or services is in the process of being completed.

The Company will retain deposits paid for any custom made/bespoke items if cancelled before delivery. Further charges may apply. Full details upon request.

The Company will retain deposits paid for any parts orders if cancelled before delivery. Further charges may apply. Full details
upon request.


11 DISCLAIMER
Goods purchased are at the request of the Customer. We are unable to offer medical advice as to their suitability for individuals. The information we offer is for guidance purposes only.

The Company does not accept liability for any personal injury and/or damage caused to any user/bystander however caused. The Company recommends that a suitable insurance policy be in place to cover any eventuality which includes third party personal/public liability.

The Company will not be held responsible or liable for any injury or damage however caused where the goods used are contrary to the instructions given.

12 Hire Products

Orders of Equipment 

We will accept Your order of Equipment when a non refundable deposit is received. At this point a binding contract between You and the Mobility Stirling will come into existence.

The Equipment remains the property of Mobility Stirling and it is supplied on a short-term basis for the period set out in the Hire documentation.

You will keep the Equipment in a suitable and secure environment whilst in Your possession and You will maintain the Equipment in the same good operating condition as it was at the time it was delivered to you or when you collected it from Mobility Stirling. 

You must check that the Equipment is in good and safe working condition each time before use by either You or the user. 

Equipment provided must be used in accordance with the instructions, demonstrations, and any guidance made available by Mobility Stirling

You must notify Mobility Stirling immediately of any change to Your contact details. 

This Agreement is personal to You and You are not permitted to assign or transfer any of Your rights and obligations under this Agreement to any third party without Mobility Stirling prior written consent. 

By entering into this Agreement, You confirm that the user of the Equipment is under the maximum height and weight limit for the Equipment provided, as requested at point when placing Your order. 

If our supply of the Equipment is delayed by an event outside of our control, we will contact You as soon as possible to let you know and do what we can to reduce the delay. If the delay is likely to be substantial you can contact the Mobility Stirling to end this Agreement and receive a refund for any services you have paid for in advance but not received. 

If You would like to make any changes to your hire after you have booked it, please contact us as soon as possible and we will let You know if it is possible to change your order and if this will incur any additional charges. 

 Descriptions of the Equipment are as set out on our website. Please read any descriptions carefully. Please note that any pictures or images of the Equipment or its packaging are for illustration purposes only. The Equipment provided under this Agreement may vary from those pictures or images. 

If You are a consumer, You must only use the Equipment for domestic use and You must not use the Equipment for commercial, business or resale purposes. 

Where You are booking on behalf of another individual due to the recipient of the Equipment not having the capacity or ability to place the order on their own behalf, You are responsible for ensuring that the recipient of the Equipment complies with these Terms

Mobility Stirling may need to contact You during the Hire Period in relation to the Equipment. You must respond promptly to any such communications.

 

Hire Charges 

Where applicable, the charges for the hire of the Equipment (including any one-off delivery or collection charges for the Equipment) are as set out in the invoice, unless they are otherwise notified to You by Mobility Stirling in writing in advance of You placing Your order.

Hire Charges include Value Added Tax (VAT) unless the person using the Equipment is eligible for disability zero-rated VAT (as defined by HMRC) and this has been declared at the point of hiring the Equipment. 

Hire Charges are set at daily rates and there is no minimum Hire duration.

If the Equipment is not returned or made available for an agreed collection at the end of the agreed Hire Period, Mobility Stirling reserves the right to charge You an additional Hire Charge for any additional weeks where the Equipment remains in Your possession. 

Where Equipment has not been returned or collected by the Mobility Stirling within 1 calendar days of the end of the agreed Hire Period: (a) we will contact You and will endeavour to make arrangements to recover the Equipment; and (b) Mobility Stirling reserves the right to apply to court to attempt to recover the Equipment or to charge You for the full replacement cost of the Equipment and/or any reasonable administration costs incurred by the Mobility Stirling in relation to attempting to recover the Equipment from You. 

If Mobility Stirling agrees to a reduction in the length of the Hire Period of 7 calendar days or more, You will be entitled to a refund of a proportionate amount of any Hire Charges paid in advance in relation to such period. Refunds will only be made for full weeks of any outstanding hire remaining, and only on return of the Equipment to Mobility Stirling. 

Refunds will be made to the payment card used at the start or the extension of the Hire Period.

Terms of Payment 

Any applicable Hire Charges are payable in full for the entire Hire Period prior to commencement of the hire. 

At the time of booking a 50% non refundable deposit is required to confirm the hire. 

Your right to change your mind 

You have 7 days after the date we confirm your order to change your mind and cancel your order and the supply of the Equipment under this Agreement. However where You do cancel your order you are required to pay Mobility Stirling the full payment for the period of the Hire

If You change your mind, please contact us as soon as possible. We will refund you any relevant amounts within 7 days. 

If there is something wrong with the Equipment provided 

If You think there is something wrong with the Equipment provided by Mobility Stirling, please contact us as soon as possible to arrange repair or replacement. 

If we cannot fix or replace such Equipment in a reasonable time frame you may be entitled to a partial refund