Contact Information Policy

Mobigo – The Mobility Marketplace
Effective Date: 17 August 2026
Last Updated: 17 August 2026

1. Purpose

At Mobigo, we want it to be easy for customers to contact us and receive the right support. This Contact Information Policy explains how customers can contact Mobigo regarding purchases, mobility equipment hire, sales, buy-back enquiries, deliveries, returns, complaints and general enquiries.

We aim to provide clear, accessible and timely communication across all of our contact channels.

2. Our Contact Details

Mobigo
The Mobility Marketplace

Telephone: 03330 524252
Email: hello@mobigo.co.uk
Website: www.mobigo.co.uk

Customers can contact us using the telephone number, email address or contact facilities available through our website.

3. Opening Hours

Our standard customer service opening hours are:

Monday to Friday: 9:00am – 5:00pm
Saturday, Sunday and Bank Holidays: Closed

Our opening hours may occasionally change due to bank holidays, seasonal arrangements or exceptional circumstances. Any significant changes will be communicated through our website where appropriate.

4. Sales Enquiries

Customers can contact us regarding:

• Refurbished mobility scooters
• Powerchairs
• Wheelchairs
• Rollators and walking aids
• Daily living aids
• Mobility accessories
• Product specifications and availability
• Product suitability
• Pricing and payment options
• Delivery enquiries

Where a customer requires assistance selecting a mobility product, our team can provide general information about the products we offer. Customers should ensure that any product selected is suitable for their individual needs.

5. Hire Enquiries

Customers can contact us regarding mobility equipment hire, including:

• New hire enquiries
• Existing hire agreements
• Extending a hire
• Cancelling a hire
• Billing and payment enquiries
• Delivery and collection
• Reporting an issue with hired equipment
• General hire support

For existing hire customers, we may ask for relevant order or hire information to help us locate the correct agreement.

6. Selling or Buying Back Mobility Equipment

Customers wishing to sell or offer mobility equipment to Mobigo through our Buy Back service can contact us through the channels provided on our website.

We may request information about the equipment, including:

• Make and model
• Age
• Condition
• Usage
• Accessories included
• Photographs
• Location of the equipment

Any offer or valuation is subject to Mobigo's assessment and applicable terms and conditions.

7. Delivery and Collection Enquiries

Customers can contact us regarding:

• Delivery dates
• Delivery arrangements
• Collection arrangements
• Delivery delays
• Missing or damaged items
• Installation or assembly requirements
• Hire equipment collections

Where an order has already been placed, customers should provide their order number where possible so that we can deal with the enquiry efficiently.

8. Product or Equipment Issues

If a customer experiences an issue with a product purchased or hired from Mobigo, they should contact us as soon as reasonably possible.

Depending on the circumstances, we may ask for:

• Order or hire reference
• Description of the issue
• Photographs or videos
• Product details
• Relevant error codes or information
• Details of when the issue occurred

Customers should not attempt repairs or modifications themselves where doing so could create a safety risk or affect the product's warranty or condition.

Where an issue relates to the safe operation of mobility equipment, customers should stop using the equipment if they believe continued use could be unsafe and contact Mobigo for assistance.

9. Complaints

We are committed to providing a high standard of service. If a customer is dissatisfied with any aspect of our products or services, they are encouraged to contact us so that we can investigate and resolve the matter.

Complaints can be submitted by:

Email: hello@mobigo.co.uk
Telephone: 03330 524252

Customers should provide as much information as possible, including their name, order or hire reference, details of the complaint and the outcome they are seeking.

Complaints will be handled in accordance with our Complaints Procedure.

10. Accessibility and Vulnerable Customers

Mobigo recognises that some customers may require additional support when communicating with us.

Where reasonably possible, we will take appropriate steps to make our communication accessible and understandable. Customers can inform our team if they require additional assistance or a different method of communication.

We will treat customers fairly and with respect regardless of their circumstances.

11. Social Media and Online Enquiries

Mobigo may operate social media accounts and other online communication channels.

These channels may be used for general enquiries, marketing and customer engagement. However, customers should avoid providing confidential or sensitive personal information through public social media channels.

Where an enquiry involves personal information, payment information, order details or other confidential information, we may ask the customer to contact us directly by telephone or email.

12. Personal Information

When customers contact Mobigo, we may need to collect and process personal information in order to respond to their enquiry or provide our services.

Personal information will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.

Customers should not send payment card details, passwords or other highly sensitive information through unsecured communication channels.

13. Response Times

We aim to respond to customer enquiries as promptly as reasonably possible.

Response times may vary depending on:

• The nature and complexity of the enquiry
• The communication channel used
• The volume of enquiries received
• Whether information needs to be obtained from another department or third party
• Weekends and public holidays

Urgent safety-related issues involving hired equipment should be clearly identified when contacting our team.

14. Out-of-Hours Contact

Our standard customer service hours are Monday to Friday, 9:00am to 5:00pm.

Messages received outside these hours will normally be dealt with during the next available working period.

Customers can also use the information and services available on our website outside normal opening hours.

15. Changes to Contact Information

Mobigo may update its contact details, opening hours or communication channels from time to time.

The most current contact information will be displayed on the Mobigo website.

16. Contact Us

If you have any questions about this Contact Information Policy or require assistance with a Mobigo product or service, please contact us:

Mobigo
Telephone: 03330 524252
Email: hello@mobigo.co.uk
Website: www.mobigo.co.uk

Mobigo – The Mobility Marketplace