Protection Plans
Optional coverage for your e-bike, underwritten by AIG and administered by xCotton.
Your bike already comes with a manufacturer's warranty. That covers defects — a motor that fails, a controller that quits. What it never covers is the far more likely thing: you go down on a gravel corner, or a rock takes out your derailleur, or you blow a tire at 20 mph.
That's the gap these plans fill. Two of them, both optional, both zero deductible.
Product Protection
Added on the product page before you check out. Covers your bike after it arrives.
What's covered
Accidents from day one. Coverage starts the day your bike ships.
- Crashing while riding — hitting a curb, a tree, going down on a corner
- Falls and tip-overs, moving or stationary
- Water damage, including accidental immersion
- Tire blowouts while riding
- Component failures during a ride — brake failure, tire detachment
- Power surge damage while charging
A battery replacement. One-time replacement if your battery fails. On an e-bike this is the single most expensive component, and manufacturer coverage on batteries is usually the shortest part of the warranty.
Extended warranty after the factory coverage runs out. Mechanical and electrical breakdowns keep being covered once your manufacturer's warranty expires.
Zero deductible. You pay nothing out of pocket when you file a claim.
What each plan length actually gets you
This is the part worth reading closely, because it depends on which bike you're buying.
Accident coverage runs the full length of whichever plan you choose, on every bike. Extended warranty only begins once your manufacturer's warranty ends — so on a bike with two years of factory coverage, it starts later.
Revi Bikes and EUNORAU (2-year manufacturer warranty on motor, battery and electricals):
| Plan | Accident coverage | Extended warranty |
|---|---|---|
| 1 Year | Year 1 | None — factory warranty still active |
| 2 Years | Years 1–2 | None — factory warranty still active |
| 3 Years | Years 1–3 | Year 3 |
Rattan, Yamee and HappyRun (1-year manufacturer warranty on motor, battery and electricals):
| Plan | Accident coverage | Extended warranty |
|---|---|---|
| 1 Year | Year 1 | None — factory warranty still active |
| 2 Years | Years 1–2 | Year 2 |
| 3 Years | Years 1–3 | Years 2–3 |
If you're buying a Revi or a EUNORAU and you want extended warranty coverage, you need the 3-year plan. The shorter plans on those bikes are accident coverage only.
During your manufacturer's warranty period, warranty issues are handled by us and the manufacturer — same as they would be without a plan.
What's not covered
- Collisions with a motor vehicle. Accidents involving another vehicle fall outside the plan.
- Modifications, including unlocking the speed limiter. See the warning below — this one matters.
- Wear items. Tires, tubes, brake pads, chains, cables.
- Cosmetic damage. Scratches, scuffs, chips, discoloration that don't affect how the bike works.
- Theft or loss.
- Damage in transit. That's what Shipping Protection covers.
- Unauthorized repairs, or damage caused by parts replaced outside the process.
- Damage that existed before coverage started, or anything covered by a manufacturer recall.
- Neglect and misuse, including failure to follow the maintenance instructions in your owner's manual.
- Commercial use.
⚠ Read this before unlocking your speed limiter
Several of our bikes ship as Class 2 with a manufacturer setting that unlocks a higher speed class.
Using that setting voids your Product Protection coverage — both the accident protection and the extended warranty. xCotton treats speed restriction removal as a modification that raises risk beyond what the plan covers.
The feature is yours to use. But if you plan to unlock your bike, know that the plan will not pay a claim afterward. Decide which one you want before you buy.
Filing a claim
You have 30 days from the incident. Claims filed after that are denied, so report the problem as soon as it happens even if you're not sure yet whether you'll need a repair.
Three ways to file:
- Click the Protection ID in your "xCotton Product Protection Placed Successfully" email
- Go to the xCotton Resolution Center
- Email support@xcottons.com
For accident claims, you'll be asked to explain where, when and how the damage happened. Missing that detail can get a claim denied, so include it.
What happens next. xCotton responds within 24 hours. Once your documentation is complete, payment or a replacement order is processed within 2 business days.
How you get made whole is your call. Once xCotton has reviewed the claim, they'll discuss settlement options with you: replacement parts shipped out, cash compensation, or a combination of the two. Cash tends to make more sense for minor damage, or when you'd rather have a local shop do the work than wait on a part. Cash payments are transferred directly to an account you designate.
If a part is temporarily unavailable, xCotton may ask you to source an equivalent locally and reimburse you. If a part can only come from us and the wait would be unreasonable, they'll ship a new bike or issue a full refund instead.
Cancelling
Cancel any time.
- Within 60 days, no claims filed: full refund of the plan price
- Within 60 days, claims filed: plan price minus what was paid out
- After 60 days: prorated refund for unused coverage, minus any claims paid and an administrative fee (varies by state, capped at $50)
Total payout across all claims will not exceed what you originally paid for the bike.
Who to contact when something goes wrong
Two different systems handle two different problems, and going to the wrong one costs you time.
Manufacturer warranty problems — come to us. If your motor, battery, controller or another covered component fails while your manufacturer's warranty is still active, contact Vortex Cycles. We're your authorized dealer and we handle the claim with the manufacturer on your behalf. Don't file with xCotton; a defect covered by your factory warranty isn't theirs to pay, and they'll send you back to us.
This applies for the first year on Rattan, Yamee and HappyRun bikes, and the first two years on Revi Bikes and EUNORAU.
Accidents, and breakdowns after your warranty ends — file with xCotton. Crashes, drops, water damage, tire blowouts, and any mechanical failure once the factory coverage has run out go directly to xCotton using the routes above. You don't need to come through us first, though we're happy to help if you get stuck.
Not sure which one you've got? Email us. We'd rather point you to the right place than have you lose 30 days finding out.
Shipping Protection
Added at cart. Covers your bike between our warehouse and your door. 2% of your order value.
Our bikes ship as freight, signed for on delivery. Most arrive perfectly. When they don't, this is what handles it.
What's covered
- Lost in transit. Not delivered within 30 days of shipment — full refund.
- Partial loss. Some of a multi-package order arrives, some doesn't.
- Stolen after delivery. Tracking shows delivered, you never got it. Requires a police report, security footage, or a loss certificate from the carrier.
- Delivered to the wrong address. Verified automatically against your order. A resend is arranged first; if that fails, you get a full refund.
- Damaged in transit. Partial damage gets replacement parts and shipping, or cash compensation. Total damage gets a full refund.
- Delayed shipments. Compensation is $5 per order — a token, not a remedy. Worth knowing before you count on it.
Zero deductible here too.
What's not covered
- An incorrect or incomplete address entered at checkout
- Orders that haven't shipped yet
- Packages refused at delivery or returned to sender for reasons other than damage
- Wrong item, color or size
- Problems that existed before shipment
- Government seizure, war, or terrorism
Return shipping on a change-of-mind return is not covered. See our Return Policy for how those work.
Compensation is based on the price of the bike and doesn't include shipping charges, taxes, or the protection fee itself.
Filing a claim
You have 90 days from the shipping date. Same three routes as above — Protection ID email, Resolution Center, or support@xcottons.com.
For damage or loss claims, have photos ready: the shipping label showing the tracking number, all sides of the outer packaging, and the damaged item itself. For theft, you'll need the police report or footage.
Before you sign for your bike, inspect the crate. Photograph any damage to the outside before the driver leaves. That single step makes every claim easier — with Shipping Protection, with the carrier, and with us.
Cancelling
Free cancellation any time before your order ships. Once it ships, coverage is active and the fee isn't refundable.
Questions
Do I need this if my bike already has a warranty?
Not necessarily. Your manufacturer's warranty covers defects and it's included with every bike we sell. These plans cover the things it doesn't — crashes, drops, water, theft in transit — plus mechanical coverage after the factory warranty ends.
Can I add a plan after I've bought the bike?
No. Both plans are added during checkout.
Who actually pays the claims?
xCotton administers the plans and AIG underwrites them. You file directly with xCotton, not with us.
What if I have a problem during my manufacturer's warranty?
Come to us — see "Who to contact when something goes wrong" above. Warranty issues in that window are handled by Vortex Cycles and the manufacturer, exactly as they would be without a plan.
Are these plans required?
No. Both are entirely optional and your bike ships the same either way.
Coverage summarized here for clarity. The full terms and conditions of the plan govern in all cases and are available from xCotton before purchase. Questions about how these plans apply to a specific bike? Email us at info@vortexcycles.bike and we'll walk you through it.
