The quickest way to resolve a complaint is a short message with five facts: who you are, which bike, what went wrong, what you've already tried, and what you'd like us to do.
Most complaints are solved fastest when we can see the facts at a glance. Long letters, legal arguments or AI-generated summaries don't speed things up and can slow them down, because our team has to dig the key details out first.
Before you file a complaint
Many issues can be fixed without a complaint. If you haven't yet, try these steps:
- Search this Help Center for your model (S6, S5 & A5, or S3 & X3) and the problem, for example "bike won't unlock" or "error code".
- Open the VanMoof App and check for firmware updates and error messages.
- For hands-on problems, visit a VanMoof Partner. They can often diagnose and repair on the spot.
- If it's a repair or warranty question, read Servicing Your VanMoof: Warranty, Repairs & Maintenance.
Still not solved, or unhappy with how something was handled? Then a complaint is the right step.
How to file a complaint
Send your complaint through our contact form and choose Service & Repairs > Repairs & Maintenance as the topic. Using the form means it reaches the right team and gets a case number.
Include these details. Keep each one short; a few lines in total is ideal.
| What | Example |
|---|---|
| Name and email used for your VanMoof account | Jane Doe, jane@example.com |
| Bike model | VanMoof S5 |
| Bike ID (on the frame and in the app) | TVHEU000123ZA |
| Where and when you bought it | Jan 2026 / VanMoof Partner's Name |
| Order number (if you bought at VanMoof) | 6001234567 |
| What went wrong, in 2–3 sentences | Firmware update, started in Februari |
| What you've already tried | Updated firmware, visited a partner on Februari 1st |
| What you'd like us to do | Fix firmware under warranty |
What you don't need to include
You don't need to quote laws, directives or articles. Our team knows the consumer rules that apply to your purchase and checks your case against them. A legal argument won't change the outcome, and an incorrect one can cause confusion and delay.
You also don't need:
- Formal or legal language. Plain words work best.
- Deadlines or threats of legal action in your first message. If you're not happy with our answer, the escalation steps below are open to you.
- The same complaint sent to several channels. One case via the form is enough.
Using an AI tool to write your complaint? That's fine, but please check the result before sending. AI tools often add long explanations and quote laws or rights that don't apply to your country, your purchase or your situation. The most useful message is the short template above, filled in with your own facts.
Your rights, in plain language
Your rights depend on where you live, where you bought the bike and when you did. These are the facts:
- Legal guarantee. In the EU, the seller is responsible for defects that existed when the bike was delivered, for at least two years.
- Who the seller is. If you bought from a VanMoof Partner or a second-hand seller, the legal guarantee is with that seller. Our own warranty may still apply, but requests need to be placed at your seller.
- Bikes bought before August 2023. We can't cover any warranty or requests for VanMoof S3 & X3 and older bikes bought with the previous VanMoof entity.
- Commercial warranty. On top of the legal guarantee, starting from the S6 Series, VanMoof gives 3 years warranty.
- Wear and damage. Normal wear (tyres, brake pads, chain) and damage from accidents or unauthorised repairs are not covered.
What happens next
- Confirmation. You get an email with your case number right away. Reply to any follow-up to keep the case number the same.
- First reply within 48 hours. We may ask for photos, a video or a visit to a partner for a full diagnosis.
- Resolution. We aim to resolve complaints within a few days. If it takes longer, for example because parts are needed, we'll tell you why and when to expect an update.
- Not happy with the outcome? Reply to your case and ask for it to be escalated. A senior team member will review the case.
- Still not resolved? Still not satisfied with the outcome? You can submit your complaint to the dispute committee via the Consumer Redress in the European Union.