HEVO ELECTRIC MOTORCYCLE WARRANTY POLICY

Applicable to HEVO KAN – 3,000W Motor – 72V 30Ah Lithium Battery (2,160 Wh)

Dear Valued Customers,

HEVO sincerely thanks you for choosing HEVO electric motorcycles. The warranty policy below is publicly published to ensure you clearly understand your rights, the conditions required to maintain warranty validity, and the service procedures and timelines committed by HEVO.

This policy constitutes general transaction conditions pursuant to Article 28 of the Law on Protection of Consumers' Rights No. 19/2023/QH15, and is an integral part of the Sales Contract and Warranty Certificate for each vehicle. Please read carefully before signing the Vehicle Delivery and Handover Report.

I. Warranty Period

The warranty period commences on the warranty activation date, applicable to each category as follows:

Item / Component	Warranty Period	Mileage Limitation
Chassis frame, electric motor, Electronic Control Unit (ECU)	36 months	50,000 km
Factory-fitted 72V 30Ah Lithium Battery Pack	36 months or 30,000 km, whichever comes first	Committed SOH ≥ 70% throughout the battery warranty period
Standard charger and onboard loose electrical components	12 months	Unlimited mileage
Aftermarket parts & accessories replaced and installed at Authorized Service Centers	12 months from replacement date (per invoice / repair order)	Not applicable if purchased from HEVO but installed outside authorized network
Separately purchased battery (sold as spare part)	12 months from date of sale	Or 10,000 km, whichever comes first

Warranty Activation

– The warranty activation date is the date stated on the Vehicle Handover and Acceptance Report.
– If the vehicle is not activated within 15 days from the invoice issuance date, the warranty period will automatically start from the invoice issuance date.
– HEVO maintains the entire warranty and maintenance history digitally linked to the Vehicle Identification Number (VIN) and provides it upon request. HEVO does not issue paper warranty booklets.

Warranty Transfer

Warranty rights are attached to the vehicle by VIN and are independent of ownership. When the vehicle is transferred, the new owner inherits the remaining warranty period, provided that vehicle information is updated via the website, HEVO App, or Authorized Centers within 30 days of transfer. Warranty rights cannot be detached or transferred to another vehicle in any form.

II. Warranty Scope

During the warranty period, HEVO repairs manufacturing defects free of charge, including material defects, machining, assembly, and control software faults, provided that the vehicle has been operated properly in accordance with Section IV and Section VII.

Covered Under Free Warranty	Excluded from Warranty Coverage
– Cracked or broken chassis frame due to material or weld defects – Electric motor, Electronic Control Unit (ECU) failure due to manufacturing defects – Abnormal battery degradation (SOH below 70%) within the warranty period – Battery Management System (BMS) circuit board fault, connection defects due to manufacturing – Genuine charger failure caused by internal component defects – Electrical system, lighting, horn, and display unit failure due to manufacturing defects – Control software faults, rectified via software updates – Leakage, jamming, or failure of brake mechanisms due to assembly defects	– Accidents, collisions, vehicle tip-overs, and fire/explosion caused by external heat or power sources – Natural disasters, lightning strikes, water ingress exceeding designated wading depth; chemical, salt mist corrosion, or rodent damage – Overloading beyond 200 kg; usage for racing, stunts, or towing/pushing other vehicles – Charging via non-genuine chargers or unsafe electrical power supplies – Unauthorized disassembly, modifications, structural alterations, or tampering with ECU, BMS, and speed limiters – Repairs performed at unauthorized third-party facilities without prior written consent from HEVO – VIN, motor number, battery serial number, or warranty seal erased, altered, defaced, or illegible – Natural wear and tear: tires, inner tubes, brake pads, light bulbs, fuses, seat, handgrips, and footrests – Cosmetic damage not affecting functionality: scratches, color fading, stains, surface rust, aging of plastic and rubber parts – Vehicles lacking activation records or unable to verify legitimate purchase origins from HEVO or authorized dealers – Costs associated with routine scheduled maintenance, consumable supplies, cleaning, and adjustments

Covered Under Free Warranty

Excluded from Warranty Coverage

– Cracked or broken chassis frame due to material or weld defects
– Electric motor, Electronic Control Unit (ECU) failure due to manufacturing defects
– Abnormal battery degradation (SOH below 70%) within the warranty period
– Battery Management System (BMS) circuit board fault, connection defects due to manufacturing
– Genuine charger failure caused by internal component defects
– Electrical system, lighting, horn, and display unit failure due to manufacturing defects
– Control software faults, rectified via software updates
– Leakage, jamming, or failure of brake mechanisms due to assembly defects

– Accidents, collisions, vehicle tip-overs, and fire/explosion caused by external heat or power sources
– Natural disasters, lightning strikes, water ingress exceeding designated wading depth; chemical, salt mist corrosion, or rodent damage
– Overloading beyond 200 kg; usage for racing, stunts, or towing/pushing other vehicles
– Charging via non-genuine chargers or unsafe electrical power supplies
– Unauthorized disassembly, modifications, structural alterations, or tampering with ECU, BMS, and speed limiters
– Repairs performed at unauthorized third-party facilities without prior written consent from HEVO
– VIN, motor number, battery serial number, or warranty seal erased, altered, defaced, or illegible
– Natural wear and tear: tires, inner tubes, brake pads, light bulbs, fuses, seat, handgrips, and footrests
– Cosmetic damage not affecting functionality: scratches, color fading, stains, surface rust, aging of plastic and rubber parts
– Vehicles lacking activation records or unable to verify legitimate purchase origins from HEVO or authorized dealers
– Costs associated with routine scheduled maintenance, consumable supplies, cleaning, and adjustments

Remedy Options

HEVO determines the appropriate remedy: repair, replacement of components/parts, or software update. Replacement parts are genuine components supplied by HEVO, which may be brand new or remanufactured parts meeting quality standards equivalent to new components. Replaced parts, components, and battery units remain the property and disposal responsibility of HEVO.

Service Location and Transportation Costs

Warranty service is performed at HEVO Authorized Service Centers across Vietnam, with the directory updated on hevoauto.vn and the HEVO App. Where an authorized technician verifies that the vehicle is inoperable due to a warrantable manufacturing defect during the warranty period, HEVO provides complimentary towing/transportation within a 10 km radius from the nearest Authorized Center.

III. Battery Warranty Policy

The battery is the most critical and high-value component of an electric vehicle; therefore, HEVO transparently publishes dedicated technical criteria for customer verification.

Content	HEVO's Commitment
Capacity Commitment	State of Health (SOH) remains at 70% or above throughout the 36-month or 30,000 km battery warranty period, whichever comes first.
SOH Determination Method	Tested twice at an interval of at least 07 days, each conducted following a full charge using a genuine charger, at an ambient temperature of 20–35°C, using HEVO standard diagnostic equipment. Results are documented in a report and provided to the customer.
Warrantable Circumstances	Measured SOH falls below 70% while the battery is within the warranty period and complies with proper usage conditions.
Remedy Options	Cell balancing, cell replacement, BMS repair, or replacement with an equivalent, new, or certified remanufactured battery pack. The replacement battery is warranted for the remaining period of the original battery or 06 months, whichever is longer. In the event of a brand new battery replacement, the battery warranty period restarts from the replacement date.
Battery Warranty Exclusions	Battery subjected to impact, deformation, punctured casing, water ingress, or external heat-induced fire; unauthorized opening of battery casing or tampering with the BMS; charging via non-genuine devices; continuous deep discharge at 0% for over 15 consecutive days; using the battery on equipment other than HEVO vehicles; or operating data logged on the BMS indicating improper usage.
Disposal of Recovered Batteries	Recovered batteries are managed and handled by HEVO in compliance with statutory environmental regulations. Customers are strictly requested not to disassemble, trade, or dispose of defective batteries independently.

Note: Capacity degradation when SOH is 70% or above constitutes normal physical wear and tear inherent to Lithium battery characteristics, not a manufacturing defect.

IV. Conditions for Maintaining Warranty Validity

Warranty rights arise and remain valid provided that the customer concurrently satisfies all of the following conditions:

No.	Condition	Specific Requirements
1	Valid Documentation	Present vehicle identification number (VIN) and motor number matching HEVO's database records, along with valid proof-of-purchase documents including invoice, sales contract, or delivery handover report upon request.
2	Timely Maintenance	Perform all mandatory scheduled maintenance intervals fully and on time at Authorized Centers pursuant to Section VI. Exceeding a maintenance schedule by more than 30 days or 500 km, whichever comes first, will void warranty coverage for defects arising from such maintenance omissions.
3	Proper Operation	Strictly comply with the User Manual and the Usage, Charging, and Storage Rules in Section VII, including adhering to the maximum payload limit of 200 kg.
4	Genuine Parts Usage	Exclusively use genuine batteries, chargers, spare parts, lubricants, and technical fluids supplied or approved in writing by HEVO.
5	No Unauthorized Tampering	Do not independently, or permit any unauthorized third party outside the Authorized Center network to, disassemble, repair, or tamper with the vehicle's and battery's hardware and software.
6	Intact Vehicle Identification	Warranty seals, VIN, motor number, and battery serial numbers must remain intact, without being erased, altered, tampered with, or obscured.
7	Prompt Reporting of Abnormalities	Notify HEVO within 07 days of detecting any abnormality, and immediately cease vehicle operation if safety-related symptoms appear (e.g., abnormal battery heating, deformation, leakage, burning odor). Consequential damage resulting from continued operation after detecting abnormalities is excluded from warranty coverage.
8	Good-Faith Cooperation	Maintain honesty and cooperation throughout technical diagnostics. Verification of maintenance compliance is determined via service history records in the HEVO digital system or valid physical documentation.

V. Warranty Procedures and Committed Timelines

Step	Action Items	Committed Timeline
1	Customer submits a request via hevoauto.vn, the HEVO App, customer hotline, or directly at an Authorized Service Center; providing VIN or license plate number, symptom description, and photos if available.	—
2	HEVO confirms receipt and schedules an appointment. Upon vehicle check-in, HEVO issues a Warranty Receipt Slip specifying vehicle condition and estimated completion time.	Response within 24 hours
3	Perform technical diagnostics and formulate a Technical Inspection Report to determine root cause; notify the conclusion on warranty coverage status with supporting grounds. If non-warrantable, HEVO provides a prior price quote and proceeds with repairs only upon written or in-app approval.	Within 48 hours of vehicle check-in
4	Execute complimentary warranty service for covered items. Time spent undergoing warranty repair is not counted against the warranty period.	Not exceeding 07 working days
5	If warranty repair time exceeds 30 working days, HEVO provides a comparable courtesy vehicle or loaner battery pack for interim use pursuant to Article 30 of the 2023 Law on Protection of Consumers' Rights.	Immediately upon exceeding deadline
6	Vehicle handover and operational acceptance; log service history into the system by VIN. The total warranty period is extended by the exact number of days the vehicle spent at the workshop.	Completion date

Customers are kindly requested to preserve and return the loaner vehicle or battery pack in its original condition, and bear responsibility for any loss or damage caused by their fault.

VI. Mandatory Scheduled Maintenance

Scheduled maintenance is a mandatory condition for maintaining warranty validity. Maintenance intervals are determined by elapsed time or accumulated mileage, whichever occurs first; the allowable tolerance is ±30 days or ±500 km.

Maintenance Interval	Time / ODO Milestone	Primary Inspection Items	Service Cost
Initial Inspection	01 month or 1,000 km	Torque check of all bolts/fasteners, brake and tire pressure inspection, software updates, battery diagnostics	Free of charge
Periodic Service Level 1	Every 03 months or 3,000 km	Inspection of brake system, tires, steering head bearing, shock absorbers; SOH and BMS diagnostics; connector cleaning	Free labor, parts/materials charged
Periodic Service Level 2	Every 12 months or 10,000 km	All Level 1 items, inspection of wheel hubs, bearings, brake cables, electrical systems, lighting, horn, and sensor calibration	According to published price list
In-depth Battery Inspection	Every 06 months	SOH measurement, cell balancing, battery casing and seal inspection, and BMS operational log analysis	Free during battery warranty period

All maintenance results are digitally recorded against the vehicle's VIN. Maintenance performed outside the Authorized Service Center network is not recognized as valid ground for maintaining warranty validity, unless prior written consent has been granted by HEVO.

VII. Usage, Charging, and Storage Rules

These are mandatory rules to ensure customer safety and maintain warranty validity.

Category	Mandatory Rules
Operation	– Total payload including rider, passenger, and cargo must not exceed 200 kg; do not tow or push other vehicles. – Do not wade through water depths exceeding the limits stated in the User Manual. After riding in rain or washing the vehicle, allow electrical connectors to air dry naturally before charging. – Strictly abide by traffic laws: register license plates prior to road circulation; riders must hold a valid Class A1 driving license or higher; wear standard-compliant helmets.
Charging	– Exclusively use genuine HEVO chargers; connect to dedicated, fixed wall outlets with adequate current-carrying wiring; do not use low-quality power strips or extension cords. – Charge in dry, well-ventilated areas away from direct sunlight and heat sources; do not charge overnight unattended in areas obstructing emergency exits; comply with local residential fire safety regulations. – Do not charge immediately while the battery remains hot after extended riding, wait at least 30 minutes; disconnect the charger once fully charged. – Do not leave the battery depleted at 0% for more than 15 consecutive days. During long-term vehicle storage, maintain battery charge between 40–60% and top up monthly.
Battery & Vehicle Preservation	– Do not dismantle the battery from its designated slot, except for standard battery swapping procedures; do not open the battery casing; prevent impacts; avoid battery contact with water, chemicals, or conductive metals. – Cease operation immediately and contact HEVO if the battery shows swelling, abnormal heating, leakage, burning odor, or when error alerts appear on the dashboard. – Park on flat, level surfaces away from flooded areas. Clean the vehicle using a damp cloth; never spray high-pressure water directly into electrical harnesses, key ignitions, or the digital instrument cluster.

VIII. Consumer Rights under Applicable Laws

Nothing in this Policy shall exclude or restrict the following statutory rights of the Customer pursuant to Articles 30 through 33 of the Law on Protection of Consumers' Rights No. 19/2023/QH15:

No.	Statutory Entitlements
(i)	Be provided with a Warranty Receipt Slip specifying the committed warranty execution timeframe.
(ii)	The duration spent undergoing warranty execution shall not be deducted from the overall warranty period.
(iii)	Newly replaced components or vehicles shall have their warranty period recalculated from the time of replacement.
(iv)	Be provided with a comparable product for temporary use when the warranty repair duration exceeds 20 working days.
(v)	Be entitled to product replacement with a comparable model, or vehicle recall and full refund, if the vehicle has undergone warranty service 03 times for the same manufacturing defect without successful resolution.
(vi)	Statutory rights regarding defective products pursuant to applicable product recall regulations.

In the event of any conflict between this Policy and mandatory statutory provisions of consumer protection laws, the mandatory statutory provisions shall prevail; all remaining terms of this Policy shall remain fully effective.

IX. Warranty Denial, Complaints, and Independent Assessment

Content	Regulations
Warranty Denial	All instances of warranty denial will be formally communicated by HEVO in writing or via in-app notifications, clearly stating the specific reasons and contractual grounds within this Policy.
Right to Complaint	Customers have the right to lodge a complaint regarding warranty conclusions via the hotline or HEVO App within 15 days of receiving the notice. HEVO will review, resolve, and respond within 15 working days from receiving a complete dossier.
Independent Assessment	In the event that the parties fail to reach an agreement, both parties are entitled to solicit an independent, competent assessment organization mutually agreed upon. The party requesting the assessment shall advance the costs; whichever party is determined by the assessment conclusion to be at fault shall bear the entire assessment expenses.
Right to Legal Action	The consumer's statutory rights to file complaints and institute legal proceedings under applicable laws are not restricted by the aforementioned procedures.
Warranty Fraud Prevention	To safeguard the rights of genuine customers, HEVO reserves the right to deny warranty claims and terminate all remaining warranty entitlements for the vehicle, while reserving the right to seek damages and pursue statutory legal actions, upon establishing grounds for fraudulent conduct: falsifying records, invoices, or service history; swapping batteries or components between vehicles for unjust warranty gains; making false declarations regarding the causes and circumstances of damage; or tampering with ODO, BMS, or GPS tracking data.

X. Frequently Asked Questions

View full detailed answers regarding pre-owned vehicle purchases, battery capacity loss, roadside assistance, and maintenance under the Frequently Asked Questions section or on the HEVO app.

XI. Validity and Amendments

This Policy takes effect from the date of promulgation and signature by the General Director, superseding all prior versions, and applies to vehicles handed over on or after the effective date. Vehicles delivered prior thereto shall be subject to the policy version effective at the time of delivery, unless the new version is more favorable to the customer.

HEVO reserves the right to amend this Policy. Any amended version will be publicly announced on the website hevoauto.vn at least 15 days prior to its application and shall not diminish any accrued warranty rights for vehicles handed over prior to the date of amendment.

XII. Support Contacts

Customer Care Hotline

(028) 2248 8366

Email:

info@hevoauto.vn