Tivaro Brand Service System: Extending Freedom Through Service, Safeguarding Peace of Mind with Professionalism

Tivaro understands that electric wheelchairs are not merely mobility tools, but companions on the journey to freedom. Therefore, we extend our "technology serves people" philosophy throughout the entire service lifecycle—from purchase consultation to after-sales support, from usage guidance to personalized customization. We provide comprehensive, refined service support for every user, ensuring worry-free mobility freedom.

I. Pre-Purchase Service: Precise Matching—Choose Right, Not Expensive

• 1-on-1 Dedicated Consultation: Professional accessibility mobility advisors are available online (website/phone/WeChat) or at offline experience stores to understand users' physical conditions, usage scenarios (home/outdoor/travel), and operational preferences in detail. They provide precise product model and accessory recommendations to avoid blind purchasing.

• Free In-Home Demonstrations: For users unable to visit stores, we offer free same-city in-home demonstration services. Advisors demonstrate product operation, folding/storage, charging procedures, and other core functions on-site, allowing users and family members to experience product performance firsthand and have all questions answered before making a purchase decision.

• Personalized Customization Solutions: We support custom solutions based on users' special needs (such as widened seats, heightened backrests, customized joystick positions, etc.). Our U.S. R&D team ensures technical feasibility, guaranteeing that customized products balance comfort and safety.

II. Delivery Service: Convenient and Efficient, Hassle-Free to Your Door

• Nationwide Free Shipping + Home Delivery: All products ship free nationwide (except remote areas). We partner with professional logistics teams to provide "door-to-door" delivery service, eliminating the inconvenience of self-pickup and transport. Custom shock-resistant packaging is used throughout transit to ensure products arrive intact.

• Free Installation and Setup: Upon delivery, staff complete on-site product assembly and functional testing (speed calibration, brake inspection), and provide hands-on instruction to users and family members on operation methods and daily maintenance tips, ensuring immediate proficiency.

• Unboxing Guarantee: If quality issues are discovered upon unboxing (non-human damage), we support 7-day no-questions-asked returns/exchanges and 15-day free replacement. A dedicated advisor handles the entire process without requiring complicated communication from users.

III. After-Sales Support: Global Warranty, Worry-Free Assurance

• Extended Warranty Period: Core components enjoy industry-leading warranties—2-year frame warranty, 1-year motor/battery warranty, 1-year control system warranty. Non-human damage failures within the warranty period receive free repairs or component replacements.

• 24-Hour After-Sales Response: We maintain a global unified after-sales hotline and online service channels, responding to user inquiries and fault reports within 24 hours. For emergencies (such as sudden failures during travel), we provide priority processing channels to ensure user travel safety.

• Nationwide In-Home Repairs: Within the warranty period, most cities nationwide support in-home repair services, with staff arriving within 24-48 hours after appointment to address issues. Remote areas receive free component shipping + video-guided repair services, reducing user maintenance costs.

• Battery Specialized Service: We provide battery testing, maintenance, and trade-in services to ensure battery safety and stable range. Used batteries are uniformly collected and processed by the brand, fulfilling environmental responsibility.

IV. Value-Added Services: Extended Care, Empowering Freedom

• Free Usage Training: Regular online training sessions cover product usage tips and safe travel knowledge. Offline experience stores host monthly hands-on workshops to help users unlock more product features and master travel techniques for different scenarios (such as slope navigation, elevator compatibility).

• Lifetime Accessory Discounts: Existing customers enjoy lifetime 20% discounts on original accessories (storage bags, rain covers, phone holders, spare batteries), ensuring accessory quality perfectly matches the product.

• Accessible Travel Guide: Users receive a complimentary "Global Accessible Travel Handbook" containing information on accessible facility locations in popular domestic and international cities, travel precautions, policy benefits, and more, facilitating easy cross-city travel.

• User Care Program: Regular follow-ups on user experience and collection of improvement suggestions. During holidays, existing customers receive exclusive benefits (such as free maintenance vouchers, accessory gifts), building warm connections between brand and users.