Terms of service

Terms of service
General Terms and Conditions
Effective Date: June1, 2022
Versions Number: 230220

1. Definitions

In these general terms and conditions (“Terms”), the following definitions shall apply:
1.1 Agreement: any and every agreement entered into in a signed writing between Hepha and a Customer including these Terms, and any amendment thereto.

1.2 Customer, You or Your: All consumers and entrepreneurs with whom Hepha enters into an Agreement or with whom Hepha is negotiating about the conclusion of an Agreement;

1.3 Consumer: A consumer is any natural person who places an order for purposes that are predominantly neither commercial nor self-employed. An entrepreneur is a natural or legal person or partnership with legal capacity who orders for commercial, self-employed or freelance purposes.

1.4 Order: any order issued by a Customer to Hepha in any form whatsoever;

1.5 Privacy Policy: the statement to be consulted by the Customer on the website of Hepha regarding the processing of personal data, which may be amended from time to time and which is incorporated herein by reference and is located at https://hepha.com/policies/privacy-policy;

1.6 Products: any and all goods which are the subject of an Agreement;

1.7 Services: all services provided by Hepha to the Customer, which are directly linked to the Purchase of a Hepha Product by a Customer;

1.8 Hepha or We or Us: the private company with limited liability under German law, Hepha GmbH, having its registered offices in Maisach, Germany.

2. Applicability

2.1 All offers, deliveries and services of Hepha are subject to these General Terms and Conditions. They become part of all agreements that Hepha enter into with a customer regarding the products and/or services offered by Hepha.

2.2 The general terms and conditions of the customer or a third party do not apply, even if Hepha do not specifically oppose the application of such terms and conditions in each individual case. Even if Hepha refer or reply to a message (for example, a letter, fax, e-mail or similar document) that contains, or refers to, the general terms and conditions of the customer or a third party, such reference or reply will not constitute agreement on Hepha’s part regarding the applicability of such terms and conditions.

2.3 Contact information relevant to the Customer that relate to the identity of Hepha:

Hepha GmbH, Lise-Meitner-Str. 7a, 82216 Maisach, Germany
Contact: info@hepha.com, tel. +49(0) 814 2284 4480

3. Quotations, Agreements, Product descriptions

3.1 A quotation or (price) offer, particularly in advertisements or other advertising material, shall not be binding on Hepha and shall qualify only as an invitation to the Customer to place an Order.

3.2 The legal relationship between Hepha and the Customers (the “Contracting Parties”) is solely governed by the written agreement entered into, including these General Terms and Conditions. In the absence of an agreement to the contrary, such agreement represents all agreements between the Contracting Parties regarding the subject matter of the agreement. Verbal commitments made by Hepha prior to the conclusion of the agreement are legally non-binding. Any prior verbal agreements between the Contracting Parties are replaced by the written agreement, unless the agreement states in express terms that they are to be applicable and binding.The customer can submit the offer via the online order form integrated in the Hepha's online shop. After placing the selected goods in the virtual shopping cart and going through the electronic ordering process, the customer submits a legally binding contract offer with regard to the goods contained in the shopping cart by clicking the button that concludes the ordering process.
• Hepha can accept the customer's offer within five days,
-by sending the customer a written order confirmation or an order confirmation in text form (fax or e-mail), whereby receipt of the order confirmation by the customer is decisive, or
• -by delivering the ordered goods to the customer, whereby receipt of the goods by the customer is decisive, or
• -by asking the customer to pay after placing his order.
• If there are several of the above alternatives, the contract is concluded at the point in time at which one of the above alternatives occurs first. The period for accepting the offer begins on the day after the customer has sent the offer and ends at the end of the fifth day following the sending of the offer. If Hepha does not accept the customer's offer within the aforementioned period, this is deemed to be a rejection of the offer with the result that the customer is no longer bound by his declaration of intent.

3.3 Hepha shall observe due care in informing the Customer of the figures, measurements, weights, features other information applicable to the Products, but cannot warrant that these shall be free of deviations. Any specifications or samples demonstrated or made available shall be no more than indications of the Products concerned. If the Customer should be able to demonstrate that the Products supplied by Hepha materially deviate from the information provided by Hepha or from the samples, the Customer shall have the right to terminate the Agreement, within a reasonable time after delivery of the Product, to the extent however that such a dissolution should be necessary in reason.

3.4 The agreed quality of the products is solely defined by individual agreements made with the customer and the technical specifications in the product data sheets. Any public advertising statements of third parties or Hepha are not part of the agreed quality of the products, unless Hepha entered into a corresponding agreement with the customer. Information on the subject matter of the delivery or service provided by Hepha in the product data sheets (for example, weights, measurements, values in use, load-bearing capacity, tolerances and technical data), as well as depictions of the same (for example, drawings and diagrams/figures), will apply only if the use of such information for the contractually intended purpose requires full and accurate compliance with such information and/or depictions. Such information does not represent guaranteed characteristics, but rather serves to describe or designate the delivery or service. Commercially customary changes and deviations due to legal requirements or that represent technical improvement, as well as the substitution of components for like parts are permissible, provided that they do not limit the contractually intended use and that the customer can reasonably be expected to accept them.

3.6 Hepha do not offer any guarantee or warranty that the products can be used as intended by the costumer. It is only the Customer’s responsibility to verify and determine whether the products can be used for the intended purpose.

3.7 In order to operate all features of the Product and have full availability of the Services offered by Hepha, it is necessary that you have private access to a mobile device with the updated Hepha mobile device applications.

4. Prices and Terms of Payment

4.1 All Hepha’s prices are in EUR unless expressly stated otherwise. Insofar as prices are stated in other currency than EUR, then such statement of price is deemed to be based on the EUR equivalent of such price at the date that the price statement was made. Prices include value added tax or any other sales tax (unless otherwise noted). Costs of packing and dispatch, import and export duties and taxes and any other surcharges, levies or taxes imposed or charged in respect of the Products and the transportation thereof shall be for the Customer’s account.

4.2 Prior to delivery, any change of factors having an impact on the prices of Hepha, including but not limited to rates of third parties, currency exchange rates, insurance rates, import and export duties and any other charges payable upon importation or exportation, freight charges and other charges, levies or taxes, may be charged on to Customer by Hepha. The payment option(s) will be communicated to the customer in the Agreement or in online shop.

a) If prepayment by bank transfer has been agreed, payment is due immediately after conclusion of the contract, unless the parties have agreed on a later due date.
When you place your order, you send us your credit card details at the same time. After your legitimation as the legitimate cardholder, we request the credit card company to initiate the payment transaction immediately after the order. The payment transaction is carried out automatically by the credit card company and debits your card.
c) If you select the "SOFORT" payment method, the payment will be processed by the payment service provider SOFORT GmbH, Theresienhöhe 12, 80339 Munich (hereinafter "SOFORT"). In order to be able to pay the invoice amount via "SOFORT", you must have an activated online banking account for participation in "SOFORT", identify yourself accordingly during the payment process and confirm the payment order to "SOFORT". The payment transaction will be carried out immediately afterwards by "SOFORT" and your bank account will be debited. You can find more information about the "SOFORT" payment method on the Internet at https://www.klarna.com/sofort/.
d) If you select a payment method offered via the "Klarna" payment service, the payment will be processed by Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden (hereinafter "Klarna"). Further information and Klarna's terms and conditions can be found in our payment information, which can be viewed at the following Internet address: https://b2b.nayla.me/pages/zahlen-via-klarnad.

5. Delivery and Risk

5.1 The delivery period is indicated on the respective product pages in our online shop. And the delivery is entered into and, to the extent dependent on performance by third parties, on the information that those third parties provided to Hepha. All delivery dates are estimates only.

5.2 Except as otherwise provided herein, the delivery period shall commence on the date of Hepha’s written Order confirmation. Provided, however, if, in order to execute the Order, Hepha requires additional information from the Customer, the delivery period shall commence on the date on which Hepha disposes of all the necessary information or resources, but not earlier than the date of the written Order confirmation.

5.3 The Customer have the right to dissolve the Agreement after they have requested to deliver within a reasonable timeframe or such timeframe as provided by law and Hepha was not able to deliver within that reasonable period or timeframe as provided by law.

5.4 Hepha is entitled to partial deliveries if
• the Customer can use the partial delivery with respect to the intended contractual purpose;
• the delivery of the remaining goods ordered is ensured; and
• this does not create for the customer any substantial additional costs and expenditure (unless Hepha agrees to assume such costs).

5.5 If and to the extent that parties have not explicitly agreed in writing on the (costs of) delivery of the Products and the transfer of risk, the delivery shall be made at Hepha’s premises, and the risk of the Products and the packing thereof shall be transferred to the Customer at the moment the Products are ready for dispatch, while the dispatch shall be effected for the Customer’s account and risk. In the event the Customer is considered to be a Consumer, the foregoing in article7.1 shall not apply and the moment of delivery and transfer of risk is the moment that the Consumer has taken receipt of the Products.
5.6 If the Customer should fail to collect the Products it has ordered or should fail to do so promptly, it shall be in default without requiring a written notice of default. In such event Hepha shall be entitled to store the Products for the Customer’s account and risk and to sell these to a third party. The Customer shall remain liable for the purchase price plus the interest and costs (by way of compensation) after the deduction of the net proceeds of such sale to a third party, if any.

6. Consumer Right of Withdrawal

6.1 If the Customer is a Consumer, when entering into a remote sales transaction (i.e. when entering into a contract via Internet), as a matter of principle he must be informed about a statutory right of withdrawal by Hepha in accordance with the statutory template. There is a template rescission form in Article 6.5.

6.2 Right of withdrawal information
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which You acquire, or a third party other than the carrier and indicated by You acquires, physical possession of the goods. To exercise the right of withdrawal, You must inform us: (HEPHA GmbH, Lise-Meitner-Str. 7a, 82216 Maisach, Germany, info@hepha.com) of Your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the below model withdrawal form (6.5), but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for You to send Your communication concerning Your exercise of the right of withdrawal before the withdrawal period has expired.

6.3 Effects of withdrawal
If You withdraw from this contract, We shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from Your choice of a type of delivery other than the least expensive type of standard delivery offered by Us), without undue delay and in any event not later than 14 days from the day on which We are informed about Your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless You have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until We have received the goods back or You have supplied evidence of having sent back the goods, whichever is the earliest.  
You shall send back the goods or hand them over to Us or, without undue delay and in any event not later than 14 days from the day on which You communicate your withdrawal from this contract to Us. The deadline is met if You send back the goods before the period of 14 days has expired Hepha will bear the costs of returning the goods, if You still have the original packaging. If you are no longer in possession of the original packaging, it must be returned in protective outer packaging.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

6.4 Exceptions to the Right of Withdrawal
The right of withdrawal does not exist or lapses, as the case may be, in the case of contracts regarding the supply of goods made to customer specifications or clearly customized to personal needs.

6.5 Model withdrawal form
Hepha hereby supplies the following information pursuant to the statutory regulation about the template rescission form:
(complete and return this form only if you wish to withdraw from the contract)
To HEPHA GmbH, Lise-Meitner-Str. 7a, 82216 Maisach, Germany, info@hepha.com:
- I/we(*) hereby rescind the contract entered into by me/us(*) concerning the purchase of the following goods(*)/the rendering of the following service(*)
- ordered on(*) and received on(*)
- name of the consumer
- consumer’s address
- consumer’s signature (only in the case of notification on paper)
- date
(*) delete whichever is incorrect

End of right of withdrawal information

7. Retention of title

7.1 Irrespective of the actual delivery date, the title to the Products shall not be transferred to the Customer until it has paid Hepha the sum outstanding in respect of the Products in full, including the purchase price, any surcharges, interest, taxes and costs payable pursuant to the Terms or an Agreement and any services rendered or to be rendered in respect of the Products.

7.2 The Customer shall not be authorized to rent, let or make the Products available in use to third parties, to pledge them or to otherwise encumber them in favour of third parties until Hepha has transferred the title of those Products to the Customer.

7.3 If and as long as the title to the Products has not yet been transferred to the Customer, the Customer shall inform Hepha forthwith in writing in the event that the Products are seized, attached, garnished or if any other claim should be made with regard to the Products.

7.4 In the event of attachment, seizure, garnishment, bankruptcy, involuntary liquidation or a (provisional) moratorium of payments, the Customer shall immediately inform the administrator or liquidator, the bailiff or the process-server serving the seizure, garnishment or attachment, of Hepha’s rights of title.

8. Inspection and complaints

8.1 The Customer shall carefully inspect the Products immediately upon arrival at their destination or to have these examined upon receipt by the Customer itself or any third party acting at its instructions, whichever is earlier.
Hepha shall be informed in writing or via e-mail to service@hepha.com.

8.2 In case that you are a consumer, the failure to make the inspection and complaint has no consequences for your legal claims and their enforcement, in particular warranty rights. In case that you are an entrepreneur, you are obliged to properly fulfill the inspection and notification obligations under §377 HGB.

8.3 The Customer shall be obliged to immediately cease the use of the Products concerned after discovering any irregularity or defect, under penalty of lapse of the right to exercise any of its rights with regard to such irregularity or defect. The Customer shall provide any cooperation Hepha may require in order to investigate the complaint.

8.4 It is suggested that all our Customers shall not be entitled to return Products to Hepha before Hepha has agreed in writing to such return. The return shipping is free and there are no costs associated with it for the Customer. The Products shall remain at risk of the Customer until receipt by Hepha of such Products.

8.5 Other obligations and responsibility of the Customer:
8.5.1 The Customer shall at all times make any and all information necessary for the execution of Hepha’s activities available timely and shall warrant the accuracy and comprehensiveness thereof.
8.5.2 The Customer shall not be entitled to remove or make invisible any trademarks or identifying marks on the Products, any documents accompanying and/or regarding the Products.
8.5.3 The Customer shall not copy, modify, reverse engineer, decompile, disassemble or otherwise tamper with the Product, its components and/or the Services.

9. Warranty

9.1 All products purchased from Hepha come with a worry-free warranty. 2-year warranty on the important components such as the motor, battery and charger, speed sensor, front and rear hubs, cassette sprocket, crank, chainwheel, handlebars, stem, seat post, fork, front and rear lights and other important non-consumable core parts, in accordance with the statutory provisions. We will also cover the shipping and handling charges for returning the repaired or replaced product covered by warranty policy. Wear parts like chain or belt, brake pad and brake disc, inner tubes and tyres, brake fluid, rims, handles, saddle, front and rear fender sets, pedals, kickstand and carrier are not part of the 2-year warranty, but we still guarantee the non-defects in workmanship and material when you receive the products from Hepha or authorised retailers.

9.2 In addition to legal warranties, Hepha also provides warranties for bicycle frames. Warranty period from date of purchase to original purchaser for Models:
Aluminum frame: 5 years carbon frame: 5 years.

9.3 This warranty does not cover normal wear and tear, improper assembly or follow-up maintenance including damage resulting from incorrectly replacing parts, or installation of parts or accessories. The warranty does not apply to damage or failure due to accident, misuse, abuse, neglect, or failing to follow instructions. Any unauthorized modification of the frame or components shall void this warranty. This warranty shall not apply in case of a copy, modification, reverse engineering, decompiling, disassembly of or other.

9.4 This warranty does not affect any other claims you may have against the merchant under the statutory warranty, such as your discount, return or indemnity rights, warranty and statutory warranty rights. If the frame is replaced during the warranty period, the warranty period will be deemed to have expired.

9.5 If this warranty or any other problem arises, to nsure smooth handling of these issues, you must provide complete proof of purchase and documentation of the product(including but not limited to order number, sales invoice, etc.). If necessary, specialist dealers will contact us for further action. If you authorize another retailer to file a claim, there may be additional charges. These expenses will be borne by you.

10. Warranty claims

10.1 Hepha warrants only those features, qualities of its Products that are explicitly agreed in writing. All other specific or implied warranties are – to extent allowed under applicable mandatory law – hereby expressly excluded.

10.2 If Hepha should deliver Products to the Customer which Hepha has obtained from its own suppliers, Hepha shall at no time be obliged to honour a warranty or liability in respect of the Customer which is more far-reaching than that which Hepha can claim from its own supplier.

10.3 If, in Hepha’s opinion, the Customer has been able to prove that any Products supplied by Hepha to the Customer do not function properly.If the customer is a consumer, the consumer has the right to demand the method of subsequent performance, between:
10.3.1 re-supplying the Products with a Product of the same model that is of similar, age, mileage and condition, upon receiving the returned Products;
10.3.2 modifying the Products properly;
10.3.3 granting the Client a discount on the purchase price to be agreed by mutual consent.

10.4 The Products shall remain completely for the Customer’s risk even if Hepha should carry out any repairs to the Products.

11. Force majeure

11.1 If Hepha is unable to fulfil any of its obligations towards Customer due to force majeure, these obligations shall be suspended during the force majeure situation.

11.2 Provided however, if a force majeure situation has lasted for one (1) calendar month, both parties have the right to dissolve the Agreement in writing entirely or in part. In the event of force majeure of Hepha, Customer is not entitled to any compensation or damages, not even if Hepha would enjoy any benefit as a result of such force majeure.

11.3 Force majeure on the part of Hepha is to be understood furthermore any circumstance beyond the control of Hepha hindering the fulfilment of its obligations towards Customer entirely or in part or because of which Hepha cannot be expected in all fairness to fulfil its obligations, regardless whether such circumstance could have been foreseen at the time when the Agreement was concluded. Such circumstances include but are not limited to war, fires, acts of terrorism, strikes and lockouts, the outbreak and/or spread of viruses and/or diseases, stagnation or other production problems suffered by Hepha or its suppliers, or problems in the transportation provided by Hepha or any third parties, any government measures, as well as the inability to obtain any permit or licence from any governmental body.

11.4 Parties shall notify each other as soon as possible of any (possible) force majeure situation.

12. Liability

12.1 Customer’s claims for compensation are hereby excluded. This exclusion shall not include the Customer’s compensation claims arising out of the loss of life, physical injury, damage to health or out of the breach of fundamental contract obligations (cardinal obligations), or liability for other damage and loss which is due to an intentional or grossly negligent breach of duty by Hepha, its legal representatives or vicarious agents. Fundamental contract obligations (cardinal obligations) are those whose fulfilment is what makes the due performance of the contract possible at all and whose fulfilment may be usually relied upon by a contract partner.

12.2 In the event of a breach of fundamental contract obligations, Hepha is liable only for the contract-typical, foreseeable damage and loss if this was caused through simple negligence, unless the Customer’s compensation claims arise out of a loss of life, physical injury or damage to health.

12.3 The limitations of liability arising out of 13.1 and 13.2 do not apply insofar as Hepha’s liability is due to fraudulent concealment or the assumption of a guarantee. The provisions of the German Product Liability Act remain unaffected.

12.4 The limitations in 13.1 and 13.2 apply also in favour of Hepha’s legal representatives and vicarious agents when claims are directly made against them.

13. Termination

13.1 If Customer fails to fulfill any of its obligations arising from the Agreement properly or in time, Customer shall be in default and Hepha shall be entitled without any default notice:
13.1.1 to suspend the fulfillment of the Agreement until payment has been adequately guaranteed;
13.1.2 and/or to dissolve the Agreement with Customer entirely or in part;
13.1.3 all this without prejudice to Hepha's other rights under any Agreement whatsoever and without Hepha being held to any damages.

13.2 If Hepha exercises its right of termination as mentioned in article 14.1, Hepha is authorized to set off any amount which may possibly be refunded to Customer with remuneration for activities already carried out as well as with a compensation for loss of profit.

13.3 In the event of bankruptcy, (provisional) suspension of payment, liquidation or attachment of one or more assets of Customer or if Customer is aware that any of these situations may occur, Customer must notify Hepha thereof as soon as possible.( 13.3 is apply to the case of The customer is entrepreneurs or legal person)

13.4 In case of a situation as referred to in article 14.3, all Agreements with Customer shall be terminated immediately by notice from Hepha or Hepha may notify Customer that it wishes (part of) the Agreement concerned to be fulfilled, in which case Hepha is entitled without any default notice:
13.4.1 to suspend fulfillment of the Agreement(s) concerned until payment has been adequately guaranteed; and/or
13.4.2 to suspend all its payment obligations, if any, towards Customer;
13.4.3 all this without prejudice to Hepha’s other rights under any Agreement whatsoever and without Hepha being held to any damages.

13.5 In the event of a situation as referred to in article 14.3, all Hepha’s claims against Customer shall be immediately payable in full.

14. Maintenance and updates

14.1 In order to maintain and improve the safety and functionalities of our Services and Products, from time to time it may become necessary to update or alter our Products and/or Services, e.g. through software or firmware updates. This could change the functionalities. The updates or alterations can be executed, for example, in the following ways:
14.1.1 Downloaded and installed by the Customer on the Customer’s mobile device. The mobile devices update the Product.
14.1.2 Important updates will be uploaded and installed directly to the Product by Hepha.

14.2 Hepha might have to temporarily suspend its Services, e.g. because safety issues need to be examined and/or system maintenance and system upgrades need to be performed.

14.3 Hepha might have to suspend or discontinue the support of Your mobile device’s or Product’s operating software, e.g. because the mobile device’s software is getting outdated. Without prior notice, Services can become unavailable.
14.3.1 Hepha does not accept liability for the situations described in article 15.1., 15.2, or 15.3, or any combination thereof, unless it is obligatory under local laws.
14.3.2 In case you refrain from downloading and installing the updates described in article15.1, and/or prevent any of these updates or alterations taking effect Your warranty will become null and void.

15. Transfer of rights and obligations
Hepha is allowed to transfer to third parties the rights and obligations described in any Agreement with Customer. If obligations of Hepha are transferred, Hepha must inform Customer forehand and Customer shall be entitled to terminate the Agreement by the date on which the transfer shall take place. In such case, Hepha shall not be liable for any damages. Except as provided in the Agreement and these Terms, the Customer cannot transfer to third parties any rights or obligations from any Agreement unless after consent thereto by Hepha. Any attempted assignment in violation of this Section shall be null and void. The Agreement shall be binding on any permitted successor or permitted assignee.

16. Privacy
We care about Your privacy. In the performance of this agreement we process and safeguard Your personal data according to our Our Privacy Policy. See http://hepha.com/policies/privacy-policy

17. Conversion
If and insofar as any provision of these Terms cannot be invoked due to any imperative rule of law, the unfair character of these Terms or grounds of reasonableness and fairness, the provision concerned, as far as contents and essence are concerned, shall in all events have a corresponding meaning to such an extent that the provision concerned may indeed be rightfully invoked.

18. Applicable law, competent court

18.1 The law of Germany shall be applicable to the present Terms and to all other Agreements.

18.2 Any disputes arising from the Agreement or these Terms shall be brought exclusively before the competent court in Düsseldorf, Germany.

19. Severability
If any one or more of the provisions of this agreement or any part or parts thereof shall be declared or adjusted to be illegal, invalid or unenforceable under any applicable law, such illegality, invalidity or unenforceability shall not vitiate any other provisions hereof and this contract shall be construed as if such illegal, invalid or unenforceable provisions were not contained herein

20. Amendment of Terms
Unless otherwise provided herein, these Terms may be amended on the part of Hepha by notification to Customer. In the absence of any protest within 30 (thirty) calendar days after notification the amended Terms shall apply to all new Agreements as of the day of notification as well as to all current Agreements if and insofar as these are carried out after the day of notification.

Hepha GmbH, Lise-Meitner-Str. 7a, 82216 Maisach, Germany
Contact: info@hepha.com, tel. +49(0) 814 2284 4480