Customer information

Customer information – last updated 2026-10-14 Provider BlauWerk – Nikolaus Prasse Pforzheimer Straße 94 76275 Ettlingen, Germany support@blauwerk.de Telephone: 0721 621425 VAT ID: DE143221308 Services and requirements The free initial remote diagnostics check shows which of the functions offered there are available on the connected eBike. The Bosch smart system is supported. Before connecting, observe the control unit/browser compatibility shown on the respective service page; the direct service interval function has its own procedure. A switched-on eBike, a suitable USB data cable and a stable internet connection are required. The bike must remain connected during execution. Remote diagnostics does not replace a mechanical inspection, repair or roadworthiness check. Lighting output activation: activation of the lighting output at the wattage selected before ordering, retaining the last lighting setting. Suitable, professionally installed lighting is required. Resolve ID conflict: align the detected system identifiers, provided the initial check makes this function available. Diagnostic report: creation of a downloadable PDF report based on the information that can actually be read. Information not provided by the system cannot be added. Set or clear service interval: change the next service reminder directly via USB in the browser, without a workshop queue. Before ordering, the bike identifier, existing targets and odometer reading are read. Options are one year from today, another 1,500 km from the odometer reading, custom time and/or distance settings, or removal of the reminder. The one-year target removes an existing odometer target; the distance target removes an existing date. The specific preview shows both target values. Only the next reminder is set, not an automatically repeating interval. Preset options do not replace the manufacturer's service requirements. The change does not document a completed inspection or fix technical faults. Clearing removes the date and odometer target; this interval then produces no new service reminder until a target is set again. We do not recommend clearing it and advise regular servicing according to the manufacturer's instructions. Ordering and payment Lighting output activation EUR 14.99, diagnostic report: promotional price EUR 0.00 until 17 October 2026, 12:31 (then normally EUR 9.99), ID conflict resolution EUR 19.99, setting or clearing the service interval EUR 4.99; paid services include 19% VAT. This is a single service, not a subscription. There are no shipping charges. Pay for paid services using an available payment method or a valid voucher. The promotional report requires no payment or voucher code. PayPal may also offer credit and debit cards, Apple Pay or Google Pay; the available payment methods depend on your device, browser and the payment provider's approval and are shown before payment. Vouchers do not trigger an additional payment or an invoice. Before placing a binding order, you can change information in the form or return to the selection. The contract is concluded in German. After confirmed payment, redemption of a valid voucher or free authorisation of the promotional report, we accept the order and provide a contract confirmation. Merely creating an unpaid order does not start a function. Order details and the information applicable when ordering are stored; you receive your contract confirmation by email and as a file you can save on the payment page. No customer account is required. Execution With your explicit consent, we begin within the withdrawal period after confirmed authorisation and provision of the contract confirmation. Without consent to an immediate start, no automatic execution takes place; contact support to arrange a later start. Remote diagnostics may involve waiting because of the queue. No workshop slot is reserved for a direct interval change: after payment or a voucher, return to the connected interval tab, check the bike identifier and initial and target values, and explicitly confirm the transfer. The tab must remain open and the bike connected. The order remains stored after a connection drops; to resume, the same bike must be reconnected and checked. Writing is not automatically repeated. An unclear response is not confirmation of success. The interval change is shown as successful on the page only after a matching read-back from the same bike. Then unplug the USB cable and restart the eBike. Faults and complaints Do not pay again if a payment is unclear or an operation is aborted. Contact support@blauwerk.de with the order number and error message. We check the payment status and actual service status and clarify resumption or any refund that may be due. Statutory rights regarding defects and consumer rights remain unaffected. Do not interrupt an ongoing transfer to the bike solely because you have submitted a support or withdrawal request.

Withdrawal information Right of withdrawal You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the date the contract is concluded. To exercise your right of withdrawal, you must inform us (BlauWerk – Nikolaus Prasse, Pforzheimer Straße 94, 76275 Ettlingen, Germany, support@blauwerk.de, telephone: 0721 621425) of your decision to withdraw from this contract by an unequivocal statement, for example by letter or email. You may use the model withdrawal form below, but this is not compulsory. You may also submit your withdrawal at https://www.blauwerk.de/widerruf/. We will acknowledge receipt by email without delay. To meet the deadline, it is sufficient to send your notice before the withdrawal period expires. Effects of withdrawal If you withdraw from this contract, we will reimburse all payments received from you without delay and no later than fourteen days from the day we receive your withdrawal. We will use the same payment method as for the original transaction unless expressly agreed otherwise; you will not incur any fees for this reimbursement. If you requested that a service begin during the withdrawal period, you may have to pay a proportionate amount for the service provided up to withdrawal compared with the full scope of the agreed service. Special provision for immediate execution For paid services, the right of withdrawal may expire once the service has been fully performed if you expressly consented to work starting before the period expired and acknowledged that you understood this loss of the right. Merely starting work or a technical interruption does not count as full performance. Ordering the diagnostic report does not constitute an agreement to waive the right of withdrawal when the download begins. Model withdrawal form (If you wish to withdraw from the contract, complete this form and return it.) To: BlauWerk – Nikolaus Prasse, Pforzheimer Straße 94, 76275 Ettlingen, Germany, support@blauwerk.de, telephone: 0721 621425 I hereby withdraw from the contract I concluded for the provision of the following service / the following diagnostic report: Ordered on: Name: Address: Signature (only for notices on paper): Date: