Apollo Secure terms of service

IMPORTANT: Apollo Secure is not insurance. It is a subscription service with a conditional scooter replacement benefit, subject to the terms below.

APOLLO SECURE
Theft Protection Service — Customer Terms & Conditions
Applicable to subscribers in the United States, Canada, and Australia
Effective Date: April 2, 2026
Version: 2.0 — Updated April 2026

Apollo Secure (“the Service”) is a subscription-based theft protection service offered by Apollo Scooters Inc. (“Apollo,” “we,” “us”). The Service provides enhanced theft-recovery features and a conditional replacement benefit for eligible Apollo scooters.

This Service is not insurance. Apollo Secure does not provide cash payments, reimbursements, or indemnification. It is a subscription service with a conditional scooter replacement benefit, subject to the terms outlined below.

By subscribing to Apollo Secure, you (“Subscriber,” “you”) agree to be bound by these Terms & Conditions.

1. Overview

Apollo Secure is designed to provide peace of mind when riding and parking your Apollo scooter. When subscribed, you gain access to theft-recovery features available for your model, which may include:

Real-time GPS location tracking (where supported by hardware)
Ability to mark a scooter as stolen in the Apollo App
Remote alarm activation and power disable
Dedicated support for theft-related requests

These features are available immediately upon activation of your subscription.

In addition, if your scooter is reported stolen and all eligibility requirements are met, Apollo may provide a replacement scooter upon payment of an applicable replacement service fee. All replacement requests are subject to verification and Apollo’s approval.

If approved, the replacement scooter will be a functionally equivalent unit, which may be:

A new unit of the same model, or
A certified refurbished unit of the same or comparable model that is in good working condition and meets Apollo’s quality standards.

“Functionally equivalent” refers to comparable performance specifications and overall functional condition, not necessarily cosmetic condition or color.

Geographic Scope

The replacement benefit is available only for theft events occurring within:

The United States (all 50 states and the District of Columbia)
Canada (all provinces and territories)
Australia (all states and territories)

If theft occurs outside the United States, Canada, or Australia, the replacement benefit does not apply. Theft-recovery features (tracking, alerts, remote disable) remain functional wherever cellular or Bluetooth connectivity is available.

2. Subscription & Pricing

Monthly Plan: $6.00 USD per month, billed monthly
Annual Plan: $64.80 USD per year, billed annually (equivalent to $5.40/month)
All prices are listed in US Dollars (USD). For subscribers in Canada, charges will be converted to Canadian Dollars (CAD) at the prevailing exchange rate at the time of billing by your payment provider. Apollo does not control exchange rates or any foreign transaction fees that your bank or payment provider may apply.
Prices listed do not include applicable taxes (including but not limited to sales tax, HST, GST, PST, or QST), transaction fees from your payment provider, or VAT where applicable.
Your subscription renews automatically unless cancelled before the renewal date. You will receive a renewal reminder via email or in-app notification at least 7 days before your next billing date.

3. Replacement Service Fee

If your replacement request is approved, you must pay the applicable replacement service fee before the replacement scooter is shipped. Service fees are determined by the model tier of the stolen scooter:

Budget — $200 USD — Dash, Explore, Go 36V
Commuter — $300 USD — Go, Go Stellar, City, City Single, City Dual
Mid-Range — $500 USD — Explore Stellar
Performance — $800 USD — Phantom 52V, Phantom 60V

For subscribers in Canada, the replacement service fee will be charged in USD. Your payment provider will convert the amount to CAD at the prevailing exchange rate.

Apollo may update the model-to-tier assignment as new models are released. A current list of models and their tier designation is available in the Apollo App and at [Insert Help Center URL].

Shipping Costs

The replacement service fee does not include shipping and handling charges. You are responsible for shipping costs for the replacement scooter unless otherwise stated in writing by Apollo.

Apollo will issue a shipping invoice once the replacement is approved. The replacement scooter will be shipped after full payment of the service fee and shipping charges is received.

4. Scooter Eligibility

All Apollo App-compatible Apollo scooters are eligible to subscribe to this Service. Only one Apollo Secure subscription may be active per scooter at any given time.
The subscription is tied to a specific scooter serial number and your Apollo account.

5. Waiting Period & Subscription Requirements

To be eligible for the replacement benefit, you must meet all of the following conditions:

Active subscription: Your Apollo Secure subscription must be active and in good standing at the time the theft occurs.
Waiting period: You must have been continuously subscribed to Apollo Secure for at least 30 consecutive days prior to the theft event. This waiting period begins on the date your subscription is first activated.
Payment current: All subscription payments must be up to date with no outstanding balances.

If your subscription is inactive, cancelled, or within the first 30 days at the time of theft, you are not eligible for the replacement benefit.

The 30-day waiting period applies only to the replacement benefit. Tracking, alerts, remote alarm, and other security features are available immediately upon activation of your subscription.

6. Replacement Limits

Per-year limit: Maximum of one (1) approved replacement per scooter within any rolling 12-month period.
Lifetime limit: Maximum of two (2) approved replacements per scooter serial number over the lifetime of that scooter.
Scooter only: The replacement benefit applies to the scooter as originally sold by Apollo. Accessories, add-ons, aftermarket modifications, and personal property are not included.

The lifetime limit applies regardless of subscription renewals, billing changes, account transfers, or reactivation after cancellation. Once two approved replacements have been issued for a scooter serial number, that scooter becomes permanently ineligible for future replacement benefits under this Service.

7. What To Do If Your Scooter Is Stolen

Step 1 — Mark as Stolen

Immediately mark your scooter as stolen in the Apollo App. This activates theft-recovery protocols and timestamps your report.

Step 2 — File a Police Report

You must file a police report with local law enforcement within 48 hours of discovering the theft, and in no case later than 7 days after discovery.

In Canada, this includes reports filed with the RCMP, provincial police (e.g., Sûreté du Québec, OPP), or municipal police services.

In Australia, this includes reports filed with state or territory police services (including the Australian Federal Police where applicable).

Step 3 — Submit Your Replacement Request

Submit your replacement request within 10 days of receiving the police report documentation. Contact Apollo Support at support@apolloscooters.co with the following:

Required documentation:

A copy of the police report (official report number at minimum)
Date and time of theft (or last known time scooter was in your possession)
Location of theft (city, address, or nearest intersection)
Scooter serial number (visible on the frame or in the Apollo App)
Your full name, account email, phone number, and shipping address

Apollo may also request:

Proof of purchase (especially if purchased from a third-party reseller)
Photos of the scooter prior to theft
Screenshots from the Apollo App showing tracking data
Description of how the scooter was secured at the time of theft
Photos or receipt of the lock used

Failure to provide requested information within a reasonable timeframe may delay or prevent approval of your replacement request.

Step 4 — Replacement Approval & Shipping

If your request is approved, Apollo will notify you and issue a combined invoice for the replacement service fee and shipping charges. Once full payment is received, your replacement scooter will be shipped to the address you provided.

You may choose to add Apollo Ship+ Service to your replacement order. If you do not select Ship+ Service, standard Apollo Shipping Terms & Conditions will apply.

Denied Requests

All replacement requests are subject to verification. If a request is denied, you may request a review by contacting Apollo Support within 14 days of the denial decision. Apollo will conduct a secondary review based on all available documentation. The outcome of the secondary review is final.

8. Locking & Security Requirements

To maintain eligibility for the replacement benefit, you must take reasonable precautions to secure your scooter when leaving it unattended. At minimum:

The scooter must be physically locked to a fixed, immovable object (e.g., bike rack, fixed post, permanent railing) using a lock designed for securing bicycles or scooters.
The Apollo App’s Park Mode (“P” mode) must be activated when leaving the scooter unattended.

Apollo may request details about how the scooter was secured. Replacement requests may be declined if the circumstances indicate the scooter was left unsecured, without a physical lock, or without reasonable precautions appropriate to the environment and duration.

9. Recovery & Deactivation

If a stolen scooter is recovered after a theft report has been filed:

You must notify Apollo immediately upon recovery.
If a replacement has not yet shipped, the replacement request will be cancelled.
If a replacement has already been shipped, Apollo may require the return of either the replacement scooter or the recovered original, at Apollo’s discretion.

If a replacement is issued and the original scooter is later recovered, you agree to transfer ownership rights of the recovered scooter to Apollo. If the recovered scooter is damaged, Apollo will evaluate its condition and determine appropriate next steps.

10. When a Replacement May Be Denied

Apollo may decline a replacement request under any of the following circumstances:

The subscription was inactive, cancelled, or within the 30-day waiting period at the time of theft
Subscription payments were overdue or in arrears
Required documentation was not submitted within the required timeframes
Fraud, misrepresentation, or dishonest reporting is suspected
The scooter was modified or tampered with in a way that affects theft-recovery features or serial number identification
The scooter was left unattended without reasonable physical security measures
Only parts were stolen (e.g., battery, wheels, accessories) and not the scooter frame itself
The scooter was confiscated, impounded, or seized by law enforcement or government authorities
The theft occurred outside the eligible geographic area (United States, Canada, or Australia)
The replacement limits (1 per 12 months / 2 per lifetime per serial number) have been reached

All decisions are subject to verification and Apollo’s reasonable discretion.

11. Sale or Transfer of Scooter

The Apollo Secure subscription is tied to both your Apollo account and the scooter’s serial number.

If you sell or transfer your scooter:

The replacement benefit does not automatically transfer to the new owner.
The new owner may subscribe to Apollo Secure separately, provided the scooter remains eligible and has not exhausted its lifetime replacement limit.
Ownership transfer must be completed through the Apollo App or by contacting Apollo Support directly.

12. Cancellations & Refunds

You may cancel your Apollo Secure subscription at any time through the Apollo App or by contacting Apollo Support.

Your Service will remain active until the end of the current billing period.
No partial refunds or pro-rated refunds are provided for unused portions of a billing period.
If your subscription is cancelled, you are not eligible for the replacement benefit for theft events occurring after the cancellation takes effect.

For subscribers in Quebec: In accordance with the Consumer Protection Act (Loi sur la protection du consommateur), you may cancel a subscription for a service not yet rendered and receive a refund for the unused portion, subject to applicable law. Contact Apollo Support for assistance.

13. Data & Privacy

The Service may collect, process, and store the following types of data to enable theft-recovery features and to administer the replacement benefit:

Scooter GPS location data
Device identifiers and serial numbers
Ride and usage telemetry
Theft reports, police report numbers, and claim documentation
Your name, contact information, and shipping address

Apollo processes this data in accordance with applicable privacy laws, including:

In the United States: Applicable state privacy laws (e.g., CCPA/CPRA for California residents)
In Canada: The Personal Information Protection and Electronic Documents Act (PIPEDA), and applicable provincial privacy legislation (e.g., Quebec’s Act Respecting the Protection of Personal Information in the Private Sector, Law 25)
In Australia: The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs)

For full details on how Apollo collects, uses, and protects your data, please refer to Apollo’s Privacy Policy, available at [Insert Privacy Policy URL].

You may request access to, correction of, or deletion of your personal data by contacting Apollo Support at support@apolloscooters.co.

14. Limitation of Liability

To the maximum extent permitted by applicable law:

Apollo’s total liability under this Service is limited to the replacement of the eligible scooter as described in these Terms. Apollo is not liable for any indirect, incidental, consequential, or punitive damages arising from or related to the Service.
Apollo does not guarantee the prevention of theft. The Service provides theft-recovery tools and a conditional replacement benefit, not theft prevention.
Apollo is not responsible for delays in replacement processing caused by incomplete documentation, law enforcement processing times, or inventory availability.

For subscribers in Canada: Nothing in these Terms excludes or limits any consumer rights that cannot be excluded or limited under applicable Canadian federal or provincial law, including the Consumer Protection Act (Quebec), the Consumer Protection Act (Ontario), or equivalent provincial legislation.

For subscribers in Australia: Nothing in these Terms excludes or limits any consumer guarantees or other rights that cannot be excluded or limited under the Australian Consumer Law or other applicable Australian law.

15. Governing Law & Dispute Resolution

For subscribers in the United States: These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles. Any disputes arising under or in connection with these Terms shall be resolved in the state or federal courts located in Delaware.

For subscribers in Canada: These Terms are governed by the laws of the Province of Quebec and the federal laws of Canada applicable therein. Any disputes arising under or in connection with these Terms shall be resolved in the courts of competent jurisdiction in the Province of Quebec.

For subscribers in Australia: These Terms are governed by the laws of Australia. Any disputes arising under or in connection with these Terms shall be resolved in the courts of competent jurisdiction in Australia.

Before initiating any formal dispute resolution, you agree to first contact Apollo Support at support@apolloscooters.co and make a good-faith effort to resolve the issue directly.

16. Changes to the Service

Apollo reserves the right to modify features, eligibility rules, service fees, model tier assignments, or these Terms at any time. Updated Terms will be published on our website and in the Apollo App.

For material changes affecting replacement eligibility, service fees, or waiting periods, Apollo will provide at least 30 days’ notice via email or in-app notification before the changes take effect.

Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms. If you do not agree with the changes, you may cancel your subscription before the changes take effect.

Safety Notice

If you locate your stolen scooter, do not attempt recovery in unsafe circumstances. Work with local law enforcement whenever possible. Your personal safety is more important than any property.

Contact Information

The contact information for Apollo Secure is as follows:

Apollo Scooters Inc.
Contact: support@apolloscooters.co
Website: apolloscooters.co
[Insert mailing address]