Terms of service

Terms and Conditions

⚠️ Temporary notice: the trader's legal name, company ID (EIK) and VAT number are pending and will be added here shortly — for now they are marked with square brackets. The address, phone, and email below are current and correct.

1. Who we are and who you are

Trader: ⟪legal name to be added⟫, VAT/EIK ⟪pending⟫, with address: bl. 226, ground floor, Druzhba 2 residential district, 1582 Sofia, Bulgaria, VAT number: ⟪pending⟫. Contact: +359885217664, silenttrax.co@proton.me.
Buyer: you — an individual or legal entity shopping through our website.

2. How the contract is concluded

When you select a product and click "Buy", you place an order. The contract is concluded when you receive an order confirmation by email. We may refuse an order due to a technical error in price or stock availability prior to this confirmation.

3. Prices and payment

All prices are in euros (EUR) and include VAT. Payment is made through the secure Shopify checkout — by card or Shop Pay.

4. Shipping

Conversion kits, batteries and parts are dispatched within 7-14 working days, plus transit time. Electric bikes are produced within 30 days and delivered within 60 days after production — up to 90 days in total. Shipping is free worldwide. For deliveries outside the EU, customs duties and import taxes are your responsibility.

5. Right of withdrawal — 14 days

You have the right to withdraw from the contract within 14 days without giving any reason. For details and the withdrawal form, please see our separate Return Policy. When exercising your right of withdrawal, the costs of return shipping are borne by you. Motorcycles and batteries cannot be returned via regular postal services — please contact us to arrange a specialized carrier.

6. Warranty

6.1 Statutory warranty of conformity — 2 years, free of charge and unavoidable. As sellers, we are liable for any lack of conformity of the goods which existed at the time of delivery and becomes apparent within a period of 2 (two) years from the date on which you received the goods. This liability arises by law, costs you nothing and cannot be shortened or limited — an agreement for a shorter period or a smaller scope is invalid and produces no effect. During the first year from receipt, it is assumed that the lack of conformity existed at the time of delivery, unless we prove the contrary; during this period, you do not bear the burden of proof. After the first year, your right under this point remains in force until the end of the two-year period — only who bears the burden of proof changes: then you must establish that the lack of conformity existed at the time of delivery.

6.2 What you can claim. In the event of a lack of conformity, you choose between free repair and free replacement. The repair or replacement is carried out free of charge and within a period of one month from the day on which you notified us of the lack of conformity, and without significant inconvenience to you (Art. 34, para. 2 Law on the Provision of Digital Content, Digital Services and the Sale of Goods (ZPCSCUPS)). If the chosen remedy is impossible, is disproportionately expensive, is not carried out within this period, or causes you significant inconvenience, you are entitled to a price reduction or termination of the contract with a refund of the paid amount. All costs for bringing the goods into conformity — transport, labor, spare parts — are at our expense.

6.3 Right to repair. From 31 July 2026, you have the right to choose repair instead of replacement and we are obliged, before taking action on the complaint, to notify you of this choice, of the expected repair timeframe and — when the repair is outside the statutory warranty — of its approximate price. If you choose repair, our statutory liability period is extended once by a further 12 months, which are added to the remaining period for this item, i.e. your protection reaches a total of 3 years from its receipt. The repair is free of charge for you and is carried out within the period under point 6.2, and if the repaired item fails again for the same reason, you may request replacement, price reduction or termination of the contract.

6.4 Manufacturer's commercial warranty. Separately from the statutory warranty, the manufacturer of the respective brand may provide its own commercial warranty with its own conditions. It is added to your rights and never replaces or limits them: the statutory 2-year liability remains in force and is free of charge for you, regardless of what is written in the manufacturer's conditions, and includes the full set of remedies under point 6.2 — repair, replacement, price reduction or termination of the contract. In the event of a warranty claim, we ensure the solution at our own expense — we send a spare part or organize the return of the product to the factory — without cost to the client for the warranty procedure itself.

6.5 When there is no lack of conformity. A lack of conformity is not considered to exist where damage is established to have been caused by an accident, use outside the intended purpose of the product, unauthorized interference or modification, as well as normal wear and tear of consumables — tires, brake pads, chains, sprockets, bearings. The manner of use in itself does not exclude your rights: the exception applies only insofar as the specific use is the cause of the specific damage, and proving this connection is our obligation. In all other cases, your rights under points 6.1 – 6.3 remain intact.

7. Repair and spare parts

On our own initiative, we offer repair upon request and access to spare parts subject to availability from the manufacturer. If the defect falls within the statutory legal guarantee period (2 years), the repair is at our expense in accordance with Art. 34 of the Bulgarian Law on the Provision of Digital Content, Digital Services and the Sale of Goods.

8. Batteries — special conditions

Lithium batteries are classified as dangerous goods (UN3480/UN3481) and are shipped and transported under special regulations. When returning a battery, you must return it in its original packaging and explicitly notify the carrier of the shipment's contents.

9. Liability

We are liable for hidden defects in the goods in accordance with applicable law. We are not liable for direct or indirect damages caused by your improper use of the motorcycles, kits, or batteries.

10. Registration and type approval of the vehicle

The sold electric motors/scooters may fall within the scope of Regulation (EU) No 168/2013 on the approval of two-, three- and four-wheeled vehicles (category L) — depending on the power, the presence of pedals/throttle and the maximum speed of the specific model. You are responsible for checking — BEFORE registration with the Traffic Police / Regional Directorate of the Ministry of Interior and before driving on public roads in Bulgaria or another country — whether the purchased model requires a certificate of conformity (CoC), registration certificate, a specific driving license category (e.g. AM/A1) and civil liability insurance.
⟪The exact category by model (L1e/L3e, etc.), the availability of a valid CoC from the manufacturer for each specific product and whether the model is approved for road use and not just for off-road use — are to be added here separately for each product.⟫
Products sold explicitly as off-road/sports models (without approval for road use) CANNOT be registered for driving on public roads.

11. Applicable law and dispute resolution

Bulgarian law applies to all orders. In the event of a dispute, you may seek resolution through a conciliation commission at the Commission for Consumer Protection (CCP) — the national body for alternative dispute resolution (ADR) within the meaning of Art. 13 of Directive 2013/11/EU — or through a court. Address: Sofia, 4A Slaveykov Sq., floors 3, 4 and 6, tel. 0700 111 22, www.kzp.bg.

⚠️ Note: the European online dispute resolution platform (ODR, ec.europa.eu/consumers/odr) was closed on 20.07.2025 with the repeal of Regulation (EU) No 524/2013 by Regulation (EU) 2024/3228 — therefore a link to it has NOT been intentionally placed here; it would point to a non-existent page. Your right to alternative dispute resolution through the CCP remains in force without change.

Standard withdrawal form

To: ⟪legal name to be added⟫, bl. 226, ground floor, Druzhba 2 residential district, 1582 Sofia, Bulgaria, silenttrax.co@proton.me
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale for the following goods (*):
Ordered on (*)/received on (*):
Consumer's name (*):
Consumer's address (*):
Signature (only if this form is notified on paper):
Date (*):
(*) Fill in the required information.