Terms of service

Last updated: July 21, 2026

These Terms of Service (“Terms”) govern access to and use of the Tivaro website, online store, products, content, customer support, and related services (collectively, the “Services”).

By visiting the website, creating an account, placing an order, contacting Tivaro for service, or otherwise using the Services, you agree to these Terms and the policies referenced in them.

If you do not agree, do not use the Services or place an order.

1. About Tivaro

Tivaro offers mobility-related products and related customer services through its online store. Products may include electric wheelchairs, lift products, walking aids, mobility accessories, batteries, replacement parts, and other products made available from time to time.

References to “Tivaro,” “we,” “us,” or “our” mean the Tivaro operating business identified in the Contact Information section of these Terms.

2. Acceptance of Terms and Incorporated Policies

These Terms incorporate Tivaro’s policies, including the Privacy Policy, Shipping Policy, Return, Exchange and Refund Policy, Limited Warranty Policy, and any product-specific terms disclosed before purchase.

If product-specific terms conflict with a general policy, the product-specific terms control for that product only if they were clearly disclosed before purchase and are permitted by applicable law.

3. Eligibility

You must be at least 18 years old, or the age of legal majority in your jurisdiction, and have the legal capacity to enter into a binding agreement.

If you use the Services for another person, company, caregiver, institution, or organization, you represent that you are authorized to act on its behalf.

4. Product Information and Availability

We make reasonable efforts to provide accurate product descriptions, specifications, dimensions, weights, ranges, battery information, images, videos, compatibility information, prices, and availability.

Actual colors, packaging, labels, connectors, accessories, suppliers, dimensions, and minor design details may vary because of display settings, measurement methods, manufacturing revisions, or supplier changes. Such differences do not excuse a material reduction in the product’s advertised function.

Travel range, battery life, speed, load capacity, charging time, and similar performance figures are estimates based on stated test conditions. Actual results vary with user weight, terrain, temperature, battery age, tire pressure, driving behavior, maintenance, and other conditions.

We may correct errors, update information, change products, or discontinue products without prior notice. If a material error affects an accepted order, we will contact you and provide an appropriate option, which may include cancellation and refund.

5. Safety, Intended Use, and Medical Disclaimer

Tivaro products must be used according to the applicable user manual, safety instructions, load limits, terrain limits, charging instructions, maintenance guidance, and local law.

Website content and customer-support communications are provided for general product and operating information. They are not medical advice and are not a substitute for advice from a physician, occupational therapist, physical therapist, mobility specialist, or other qualified professional.

Before selecting or using a mobility product, customers should consider the user’s physical condition, balance, cognitive ability, environment, transfer needs, and professional recommendations.

Do not use a product while impaired, beyond its stated limits, or in a way that creates an unreasonable risk to the user or others.

6. Accounts and Account Security

You may need to create an account to use certain features. You agree to provide accurate, current, and complete information and to update it when necessary.

You are responsible for maintaining the confidentiality of account credentials and for activity performed through your account, except where the activity results from Tivaro’s failure to use reasonable security measures.

Notify Tivaro promptly if you suspect unauthorized access or account misuse.

7. Prohibited Uses

You may not use the Services:

  • For unlawful, fraudulent, deceptive, harmful, or abusive purposes;
  • To violate applicable law, regulation, or third-party rights;
  • To submit false orders, false claims, altered evidence, or misleading information;
  • To interfere with website operation, security, networks, or data;
  • To introduce malware, malicious code, automated attacks, or unauthorized scraping;
  • To obtain unauthorized access to accounts, systems, or information;
  • To copy, reproduce, republish, sell, or commercially exploit content without authorization;
  • To evade purchase limits, promotions, security controls, or fraud-prevention measures;
  • To misuse the return, warranty, payment-dispute, or chargeback process.

8. Pricing, Currency, and Payment

Prices are displayed in the currency shown on the website or at checkout. U.S. storefront prices are generally displayed in U.S. Dollars unless otherwise stated.

We may accept credit cards, debit cards, PayPal, Shop Pay, installment services, or other payment methods displayed at checkout.

By submitting an order, you represent that you are authorized to use the selected payment method and authorize the applicable charges, including the product price, taxes, disclosed shipping charges, and other clearly disclosed fees.

Payment services may be provided by third parties and are also subject to their terms and privacy practices.

9. Order Submission, Acceptance, and Cancellation

Submitting an order is an offer to purchase. An order confirmation does not necessarily mean that the order has been finally accepted.

We may refuse, limit, hold, or cancel an order for reasons including product unavailability, pricing or description errors, suspected fraud, payment failure, shipping restrictions, address problems, legal restrictions, or an inability to verify information.

If Tivaro cancels an order after payment, the amount collected for the canceled item will be refunded to the original payment method.

Customers may cancel an order before shipment for a full refund. Once an order has shipped, cancellation is not guaranteed and the Return, Exchange and Refund Policy applies.

10. Taxes and Additional Charges

Applicable sales tax or other required taxes may be calculated based on the shipping destination and applicable law.

Shipping and other charges, if any, will be displayed or disclosed before the order is completed.

Customers are responsible for charges caused by incorrect addresses, failed delivery attempts, unauthorized address changes, refused delivery for personal reasons, or other customer-caused delivery problems, as described in the Shipping Policy and Return, Exchange and Refund Policy.

11. Shipping and Delivery

Shipping destinations, processing times, delivery estimates, carrier methods, address restrictions, and shipping charges are described in the Shipping Policy.

Delivery estimates are not guaranteed unless Tivaro expressly agrees otherwise in writing. Weather, carrier disruptions, holidays, labor events, government action, battery-transport restrictions, and other circumstances may cause delays.

Customers must provide a complete and accurate shipping address, telephone number, and contact information. Signature may be required for high-value products.

Visible shipping damage, severe box damage, or missing items should be reported to service@tivaro.life within 5 calendar days of delivery, together with the evidence required by the Return, Exchange and Refund Policy.

Risk of loss passes as provided by applicable law and the agreed delivery terms. Nothing in these Terms transfers risk earlier than permitted by mandatory consumer law.

12. Returns, Exchanges, Refunds, and Refused Delivery

Eligible products may be returned or exchanged within 60 calendar days of delivery, subject to the complete Return, Exchange and Refund Policy.

Eligibility depends on the reason for return, product condition, completeness, packaging, evidence, authorization, shipping requirements, and any lawful product-specific restriction.

For a confirmed defect, shipping damage, missing components, or an incorrect product, Tivaro may provide troubleshooting, replacement parts, repair, exchange, replacement, partial refund, or full refund as appropriate.

For a personal-reason return, Tivaro may deduct a restocking fee of up to 20% of the product purchase price. For an electric mobility device, the customer is responsible for the original outbound shipping and return freight costs, totaling $250, including for an order advertised with free shipping. Tivaro will arrange curbside pickup through an appropriate freight carrier. For other products, actual original outbound and return shipping costs apply. The applicable deductions depend on the product category, condition, usage, packaging, completeness, and the work required to inspect, clean, repackage, and restore the product to a sellable condition. No restocking fee applies to a confirmed Tivaro error, manufacturing defect, shipping damage, missing component, or incorrect shipment, and Tivaro will cover 100% of authorized return freight for those confirmed Tivaro-responsibility cases.

Do not send a return without written authorization or to an address not specifically approved for the case.

Refunds are normally processed within 3–5 business days after the returned product is received, inspected, and approved. Payment providers may require an additional 7–15 business days to post the funds.

13. Warranty

Eligible products are covered by Tivaro’s Limited Warranty Policy.

Unless a product page expressly states otherwise:

  • Manufacturing defects in the main structural frame are covered for 5 years;
  • Motors, controllers, joysticks, displays, chargers, braking components, lighting components, wiring, and other covered functional hardware are covered for 1 year;
  • The original lithium-ion battery is covered against manufacturing defects for 1 year.

The warranty applies to the original purchaser, requires valid proof of purchase, and is not transferable unless applicable law requires otherwise.

The warranty does not cover normal wear, misuse, accidents, overloading, improper storage, water exposure, improper charging, failure to follow instructions, unauthorized repair, modification, or other exclusions described in the Limited Warranty Policy.

Tivaro may summarize the program as a “5-Year Warranty.” The maximum five-year term applies to manufacturing defects in the main structural frame; other components remain subject to their separate coverage periods and exclusions.

14. Customer Support and Service Availability

Tivaro may provide pre-sales information, remote technical support, troubleshooting, maintenance guidance, replacement parts, repair guidance, authorized repair, or another appropriate service.

Support response times, parts availability, carrier transit times, local repair availability, and on-site service vary by location and circumstances and are not guaranteed unless Tivaro expressly agrees in writing.

Tivaro does not guarantee nationwide in-home repair or technician arrival within a fixed period.

Customers must not incur third-party repair expenses expecting reimbursement unless Tivaro approved the repair scope and amount in writing before the work began.

15. Promotions, Discounts, and Reviews

Promotions, discount codes, gifts, referral programs, installment offers, and limited-time offers may be subject to separate terms.

Unless stated otherwise, promotions cannot be combined, have no cash value, may exclude certain products, and may be changed or withdrawn before an order is accepted.

Customer reviews, photos, videos, or other submitted content must be truthful and must not violate another person’s rights. If you grant Tivaro permission to use submitted content, the scope of that permission will be governed by the applicable submission terms or written consent.

16. Intellectual Property

The website and its content, including text, trademarks, logos, graphics, images, videos, product descriptions, page design, code, and software, are owned by or licensed to Tivaro and protected by applicable intellectual-property law.

You may use the website for personal, non-commercial shopping and product-support purposes. No other license is granted.

You may not reproduce, distribute, modify, scrape, republish, sell, display, transmit, or commercially exploit protected content without prior written permission.

17. Third-Party Services and Links

The Services may include links to or integrations with carriers, payment providers, financing providers, review platforms, social networks, tracking services, or other third parties.

Tivaro is not responsible for a third party’s independent service, availability, content, security, privacy practice, or contractual terms. Use of third-party services may be subject to separate agreements.

18. Privacy and Electronic Communications

Tivaro’s collection and use of personal information are described in the Privacy Policy.

By using the Services, you consent to receive transactional communications relating to accounts, orders, delivery, returns, warranty claims, security, and customer service.

Marketing communications are subject to applicable consent and unsubscribe requirements.

You agree that electronic records, notices, and communications may satisfy legal writing requirements where permitted by law.

19. Website Availability and Accuracy

We do not guarantee that the website will always be uninterrupted, error-free, secure, or available.

We may perform maintenance, update features, correct errors, restrict access, or suspend all or part of the website.

We are not responsible for delays or losses caused by events beyond our reasonable control, but this does not limit responsibility that cannot legally be excluded.

20. Disclaimer of Warranties

Except for express promises in an applicable product warranty or as required by law, the website, content, and Services are provided on an “as is” and “as available” basis.

To the fullest extent permitted by law, Tivaro disclaims warranties not expressly stated, including implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

This disclaimer does not apply where an implied warranty or consumer right cannot legally be excluded.

21. Limitation of Liability

To the fullest extent permitted by law, Tivaro is not liable for indirect, incidental, special, exemplary, punitive, or consequential damages, including lost income, lost opportunity, travel costs, substitute transportation, or loss of use, arising from the Services or a product.

To the fullest extent permitted by law, Tivaro’s aggregate liability relating to a product or order will not exceed the amount paid for the product or service giving rise to the claim.

These limitations do not apply to liability that cannot legally be limited, including liability for fraud, intentional misconduct, or other non-excludable liability under applicable law.

22. Indemnification

To the extent permitted by law, you agree to indemnify and hold Tivaro harmless from third-party claims, losses, or expenses arising from your unlawful use of the Services, violation of these Terms, infringement of another person’s rights, or intentional misuse or unauthorized modification of a product.

This section does not require a consumer to indemnify Tivaro for Tivaro’s own negligence, product defect, breach, or unlawful conduct.

23. Force Majeure

Tivaro is not responsible for delay or failure caused by events beyond its reasonable control, including natural disasters, severe weather, fire, flood, epidemic, war, civil unrest, labor disruption, carrier failure, port congestion, supply interruption, cyberattack, power failure, government action, or legal restriction.

Tivaro will use reasonable efforts to reduce the effect of the event and resume performance.

24. Suspension and Termination

Tivaro may suspend or terminate access to the Services where it reasonably believes a user has violated these Terms, engaged in fraud or unlawful conduct, threatened security, abused a policy, or created material risk to Tivaro, customers, or third parties.

Termination does not eliminate payment obligations, warranty rights already accrued, or provisions intended to survive termination.

25. Changes to These Terms

Tivaro may update these Terms by posting a revised version and updating the “Last updated” date.

Changes apply prospectively from the effective date unless applicable law permits otherwise. Material changes affecting an existing accepted order will not retroactively reduce contractual rights already acquired for that order.

26. Governing Law and Dispute Resolution

Except where mandatory consumer law requires otherwise, these Terms are governed by the laws of the Hong Kong Special Administrative Region, without regard to conflict-of-law principles.

Before filing a formal claim, the parties should attempt in good faith to resolve the dispute through customer support.

Subject to mandatory consumer rights, disputes that cannot be resolved informally will be submitted to a court of competent jurisdiction in Hong Kong. Nothing in this section deprives a consumer of the right to bring a claim in another forum where applicable law requires that forum to be available.

27. Severability, Waiver, and Entire Agreement

If any provision of these Terms is found unenforceable, it will be limited or removed only to the extent necessary, and the remaining provisions will continue in effect.

Failure to enforce a provision is not a waiver of the right to enforce it later.

These Terms, the incorporated policies, the applicable product page, and the accepted order confirmation form the entire agreement concerning the relevant purchase and use of the Services, except for a separate written agreement signed or expressly accepted by Tivaro.

28. Policy Links

29. Contact Information

Tivaro
Company Address: ROOM C05, FLAT A, 2/F, TONTEX INDUSTRIAL BUILDING, 2-4 SHEUNG HEI STREET, SAN PO KONG, HONG KONG
Pre-Sales Email: service@tivaro.us
After-Sales Email: service@tivaro.life
Phone: +852 5173 7033
Business Hours: Monday–Friday, 9:00 AM–6:00 PM (HKT)
Contact Page: https://tivaro.life/pages/contact