Frequently Asked Questions

All-Access Subscription

What is All-Access?
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What if I miss an All-Access payment?
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What if I want to cancel my All-Access account? Is there a minimum commitment?
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Can I get a refund for my All-Access payment? What if I change my mind right after subscribing?
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I joined All-Access at Best Buy. Who do I contact if I need assistance with my subscription?
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How does All-Access payment work?
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How can I get receipts for my All-Access payments?
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Can I choose the color of my All-Access scooter?
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What if my All-Access scooter is stolen?
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Is it mandatory to return my All-Access scooter?
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Can I purchase my All-Access subscription scooter?
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What if I can't or don't want to upload my ID?
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What if I'm having trouble completing my order?
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Why do I need to provide a photo of my ID?
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What is the setup fee when subscribing to All-Access?
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What if my All-Access scooter breaks down?
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When and how can I get the new Model One Voyager?
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What happens if I damage my All-Access scooter?
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What fees might I encounter in the All-Access program?
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If I'm already an All-Access subscriber, can I upgrade to the Model One Voyager?
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Purchase, Warranty, Returns

How are VAT, duties, and taxes handled in the EU?
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If I buy a scooter as a gift, will the recipient know the cost?
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I bought my scooter from a dealership. Who handles my warranty?
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What is your return and warranty policy? What if my scooter breaks down?
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Where can I buy / rent an Unagi scooter?
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Delivery

Should I keep the shipping box?
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What if I'm having delivery issues?
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Do I need to be home to receive my scooter?
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What should I do if the carrier's tracking shows a completed delivery but I have not received my scooter?
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What countries / territories does Unagi ship to?
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When will my scooter ship?
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What if I need to change or cancel my order?
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Can my scooter be shipped to a PO BOX, APO, FPO or DPO address?
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What is the Unagi courier service?
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Will my scooter be assembled?
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How will my scooter be delivered?
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If I need to return my scooter, how do I ship it?
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Using The Model One

Is there an Unagi smartphone app?
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Where can I ride? Can I ride on sidewalks? Are there geo-fenced zones with blocked access?
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How do I use the scooter? How do I turn it on and use the features?
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What is the Unagi’s range on a single charge? How can I preserve battery life to maximize range?
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Is the scooter waterproof? Can I ride or park in the rain? Can I ride on wet roads or through puddles?
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Can I take my Unagi on an airplane?
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How do I choose which size helmet is right for me?
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What terrain can I ride the Unagi on?
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How can I keep my scooter safe? How can I lock my Unagi?
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What is the max speed? How can I go faster?
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How do I unbox and assemble my scooter?
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What's the max rider weight the Unagi can support?
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What is pedestrian (P) mode?
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What are the scooter's specs?
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Can the kick-to-start mode be disabled?
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Scooter Maintenance

Does the scooter require maintenance?
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What are the best charging practices? How do I maximize the lifetime of the battery?
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Does Unagi offer scooter repair services?
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I lost my Unagi tool key! Where can I purchase a replacement?
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My charge port cover broke or fell off. What should I do?
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How do I replace the kickstand?
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I lost the handlebar screws. What should I do?
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My scooter is stuck upright and won't fold. How can I fix it?
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How should I clean my scooter?
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How long should my tires last?
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How do I replace the handlebar grips?
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