Frequently Asked Questions

Betty and Bertie folding mobility scooters are the UK's number 1, auto folding travel mobility scooter and compact folding mobility scooter supplier. To find out any details you may be unsure of, please see below our FAQs.

General

General


We are based in Reigate, Surrey

- If travelling on the M23 then we are located 15 mins from Gatwick Airport (Junction 9) 

- If travelling on the M25 then we are located 15 mins away from Reigate Hill (Junction 8)

Our full address is:

Unit H, The Courtyard Business Centre, Lonesome Lane, Reigate, Surrey, RH2 7QT

If you do want to come in and see it, then you must let us know beforehand so we can ensure someone is here to greet you as we are not always working in the office or we may be busy with other customers. 

Call us to arrange an appointment on 0800 999 6606

Phone: 0800 999 6606

Email: info@bettyandbertie.com

Post: Unit H, The Courtyard Business Centre, Lonesome Lane, Reigate, Surrey, RH2 7QT

Yes, you can!

If you do want to come in and see it, then you must let us know beforehand so we can ensure someone is here to greet you as we are not always working in the office or we may be busy with other customers. 

Another note is we are an office, not a showroom so we can do demonstrations outside with the weather dependent. 

Please call us to arrange an appointment on 0800 999 6606

We continuously offer discounts on our mobility scooters and you’re in luck!

Grab £50 OFF a mobility scooter with the code: WINWIN50

*subject to one use per customer and MUST be used before payment

We do!

We offer PayPal Credit which is a way to use your normal PayPal account to pay for things on e-commerce websites (just like ours), either immediately or over time, when you don’t have the money immediately available on your credit card, or in your PayPal account or bank account. 

First, you have to sign up for PayPal Credit. Then, when you buy something using PayPal, select PayPal Credit as your payment option. Then, when you have the money, you can log into PayPal and pay off the balance on your PayPal Credit account.  You can use PayPal Credit in most stores that accept PayPal as a payment method, but not all.  Also note that, for purchases of £99 or more made through PayPal Credit, you can have a maximum of 6 months to pay them off.

You can find out more about the PayPal Credit scheme here

You are more than welcome to come into our office and we can demonstrate one outside for you at our offices in Reigate, Surrey.

If you are a little further away, then we do offer a 14 Try At Home Scheme where you can try the soccer out in the comfort of your own home 

Alternatively, if neither of these options are suitable for you then we can offer a video demonstration through Zoom, WhatsApp, Facetime or Skype 

Take a look at our Try At Home Scheme page here or call us today on 0800 999 6606 for more information

The main difference between our 2 models is their functionality as the Lupin is a manual folding scooter and the Zinnia is an automatic folding scooter which means it opens by pressing a button on a key fob. 

The Lupin also has a smaller frame but offers more footroom then the Zinnia, and the Zinnia has a wider seat and optional armrests. 

You can find our comparison table of our 2 models on our shop page here

To purchase a mobility scooter free of VAT you need to declare that you are 'chronically sick or disabled' and that the goods are for your own personal or domestic use. This is a self-certification system - we do not require proof of your impairment. 

If you are ordering online, then you will see 2 options at the product page which are:

‘I am eligible for VAT Relief’ AND ‘I am not eligible for VAT Relief’ 

If you are eligible for VAT then please select ‘I am eligible for VAT Relief’ and select the disability reason from the drop down menu.

If you are placing an order over the phone, then we will ask you about your VAT Relief 

The reason why we ask for the disability reason is simply just for own records in order to comply with annual VAT inspection 

Take a look at our VAT Relief page here or call us today on 0800 999 6606 for more information

No problem! 

We currently only have the one premises in Reigate, Surrey and you are more then welcome to come into our office and we can demonstrate one outside for you

If you are a little further away, then we do offer a 14 Try At Home Scheme where you can try the soccer out in the comfort of your own home 

Alternatively, if neither of these options are suitable for you then we can offer a video demonstration through Zoom, WhatsApp, Facetime or Skype 

Take a look at our Try At Home Scheme page here or call us today on 0800 999 6606 for more information

All of our scooters are pavement scooters and are restricted to 4mph for use in public and cannot be used on the road

We currently offer 12 months warranty and repair on our scooters if there is any manufacturing fault/error. We don’t offer any servicing on our scooters just yet but we are looking into this as we build our premises.

Storage

You should make sure to store your mobility scooter in a suitable place that is safe, secure and dry.

Tyres

Here are some important things to remember to check on your tyres: 

- Check regularly for wear and tear.

- Tyre pressure (24 - 32 PSI for Lupin)

Batteries

To keep the batteries healthy, they should be charged daily. If you aren’t using your scooter daily, then you should still charge the battery occasionally to ensure that it doesn’t lose charge capacity over time. 

It’s always a good idea to have a spare battery and rotate the use of them so that you can ensure you always have sufficient battery, and that no battery is going without being charged for prolonged periods which may affect the battery health. 

When the scooter isn’t in use, always turn it off. 

Cleaning

You should clean your scooter after using it with a cloth to remove any dirt.

Do not use any liquid around electrical areas of the scooter to clean it as this might cause damage.

Disinfectant wipes can be used to keep the seat and armrests clean. 

Insurance

Insuring your mobility scooter will give you peace of mind that it is protected if something goes wrong. Here at Betty and Bertie all of our scooters come with 12 months free insurance. 

To find out more, click here

Troubleshooting

If the scooter beeps when you turn it on, this may indicate that there is something wrong with the scooter. See the product manual for more information if you think there might be a problem or call us on 0800 99 6606

Product Specifics


Lupin

Body:

- Dimensions (Unfolded): H: 87cm W: 56cm L: 101cm

- Dimensions (Folded): H: 54cm W: 56cm L: 101cm

- Ground clearance: 4.7” / 12cm

- Weight: 23kg - 3.6 Stone

- Load Capacity: 100kg / 15.7 stone

Wheels:

- Wheel size: diameter F: 25cm / R: 25cm

- Wheel type: Pneumatic

- Maximum incline: 8 degrees +-1 degree

Batteries:

- 1 removable lithium-ion battery - 360Wh

- Charging time: 10 - 12 hours

- Airline friendly with our 288wh spare battery

Performance:

- Max Range: 18 - 21 miles

- Speed: 0 - 8mph

- Turning Circle: 120 cm / 47”

Other:

- Colours: Red / Grey

- Showerprooof 

- Multi - Terrain

Zinnia

Body:

- Dimensions (Unfolded): H: 83cm W: 49cm L: 93cm

- Dimensions (Folded): H: 83cm W: 49cm L: 39cm

- Ground clearance: 5.3’ / 13.5cm

- Weight: 28kg - 4.4 Stone-

- Load Capacity: 125kg / 19.7 stone

Wheels:

- Wheel size: diameter F: 16cm / R: 18cm

- Wheel type: PU wheel

- Maximum incline: : 10 degrees +-1 degree

Batteries:

- 2 removable lithium-ion batteries - 144Wh Each

- Charging time: 8 - 12 hours

- Airline friendly

Performance:

- Max Range: 20 km / 12.4 miles

- Speed: 0 - 3.7 mph

- Turning Circle: 240 cm / 55”

Other:

- Colours: Red / Blue

- Showerprooof 

- Armrests Included

- Multi - Terrain

Lupin:

- Rear Bag

- Inner Tubes

- Airline Friendly Battery - 288 Wh

- Spare Battery - 360Wh

- Battery Charger

Zinnia:

- Airline Friendly Battery - 144 Wh

Both:

- Removable Car Hoist 

- Car Hoist Battery

Coming Soon:

- Crutch Holders

- Covers

- Raincoat covers

- Zinnia Bags

- Zinnia Battery Charger

Safety


If you notice any issues or if you have any concerns about your mobility scooter then please call us on 0800 999 6606 to speak to a member of our team. We will try our best to assist you remotely but we may need the product returned to assess/repair any damage so please ensure you have the original packaging.

We also may ask for images of the problem before asking for the item to be returned to help us assess the damage and help we can offer.

Lupin

Lupin doesn’t have a key ignition so in order to immobilise the scooter, you will need to remove the battery to ensure the scooter can not be driven. We also recommend a bike chain lock to tie up the scooter when going into shops for the best protection

Zinnia

Zinna does have a key ignition and can not be turned on without the key, however we do also recommend a bike chain lock to tie up the scooter when going into shops for the best protection

Our mobility scooters do not come with a seatbelt and it is unlikely that you would need one for these scooters. However, if you do want one then we recommend having a look at removable ones on eBay, Amazon or at your local mobility shops

Lupin

- Handlebar handbrake system, power to the accelerator is cut, meaning that your portable folding mobility scooter isn’t going anywhere that you don’t want it to. 

- Lupin’s disk brakes, you have full control wherever you decide to stop.

- Comes with a rear draw-bar with anti-tip wheels

Zinnia

- The electromagnetic brakes are automatically applied, giving you full control wherever you decide to stop. 

- The PU solid wheels are as durable as metal wheels but with the elasticity of rubber wheels, making them hard wearing and abrasion resistant. 

- Anti - Tip Wheels

Travel

Travel


Yes they are! Our models should fit most car boots, and if they don’t then they will most likely fit with the backseat put down.

If you are travelling by Taxi, then we do recommend letting them know the dimensions of your scooter before booking so they can advocate a relevant sized car for you.

Some car boots are curvy which shapes the inside of the boot to be smaller inside than it looks and so we do recommend measuring your boot to see if the scooter you want/have will fit!

The measurements for the scooters are below:

Lupin: 

- Dimensions (Folded): H: 73cm W: 31cm L: 101cm

Zinnia:

- Dimensions (Folded): H: 83cm W: 49cm L: 39cm

You must let your airline know you are travelling with a mobility scooter as they will ask for the measurements of the mobility scooter and the battery specification which can be found in the product manual. 

When you get to the airport you will need to check in and show all of your paperwork that would have been pre-filled upon contact with the airline. You can check in and ride your scooter all the way up to the gate.

When you get to the gate, you will be asked to remove the battery as this must be taken onboard with you in your hand luggage whilst the scooter gets taken down to the hold for the flight.

It’s that simple!

Travelling with a mobility scooter can seem daunting, but modern technology has made it easier by creating lightweight and compact scooters that can easily be transported. So whatever your level of mobility, you can still go anywhere you want! 

To travel on most airlines the lithium battery in a mobility scooter must be less than 300Wh capacity. 

Our mobility scooter capacities: 

- Lupin: 360Wh or we sell an airline friendly model separately at 280wh

- Zinnia: 144Wh x2

As Lupin is over this capacity, it is not airline friendly. However, both of our auto folding models are beneath this capacity and so therefore can be taken with you on your air travels. 

As our scooters are compact and lightweight, this makes your journey even easier. Simply fold the scooter and pull it along like a suitcase. It couldn’t be simpler! 

We do advise that you check with the airline you are flying with as some have a smaller limit of 160Wh and the rules can change frequently. 

We also advise that you let your airline know in advance that you plan to bring your mobility scooter with you on your travels to ensure they can make the appropriate arrangements for your flight.

Documents/Policies

Documents/Policies


At Betty & Bertie we want to give you complete peace of mind when you buy a scooter.

 

So we have teamed up with Fish Insurance, one of the biggest names in mobility insurance to give you FREE insurance for your first year of ownership (you will be free to renew this insurance at the end of your first year if you wish – it is totally up to you.) 

 

Simply call our Customer Services team on 0800 999 6606 once you have received your scooter and we will help process your application for you. It’s that simple!

 

Take a look at our Insurance page here for more details of the policy

All our folding mobility scooters come with a FULL UK 12 Month Warranty, so you have nothing to worry about.

 

Should you have any problems with (or indeed just have any questions about) your scooter just give us a call and we’ll get it sorted. That might be organising a local repair or arranging for it to be collected from you and quickly repaired in our workshops before being sent back to you by courier. 

 

Take a look at our warranty page here or call us today on 0800 999 6606 for more information

If you're not happy with your purchase from Betty and Bertie, simply send it back within 14 days of purchase in ‘as new’ condition and in its original packaging and NSI (HQ) Ltd will refund you your purchase price. Simple! 

Take a look at our Returns page here or call us today on 0800 999 6606 for more information

We offer FREE UK Next Working Day Delivery on all orders over £50 

Delivery times can be delayed by Bank Holidays and Weekends. Delivery to outside of the UK Mainland can take up to 2 working days instead of 1. 

We use DPD Local for our deliveries, and we can give you a 1-hour time slot for your delivery if a mobile number is provided at the checkout.

Take a look at our Delivery Information page here or call us today on 0800 999 6606 for more information

No problem, we have all of our manuals available to download online located on our resources page, where you can find the product manuals, quickstart guides, user videos and more!

Take a look at our Resources page here or call us today on 0800 999 6606 for more information

USEFUL INFORMATION


If you would like to know more about our product insirance. Please see our Product Insurance page with the link below

https://bettyandbertie.com/pages/product-insurance

If you would like to know more about our product warranty. Please see our Product Warranty page with the link below

https://bettyandbertie.com/pages/product-warranty

If you would like to know more about airline information when travelling with mobility scooters. Please see our Airline Information blog page with the link below

https://bettyandbertie.com/blogs/news/airline-rules-for-folding-mobility-scooters

If you would like to know more about our VAT relief. Please see our VAT relief page with the link below

https://bettyandbertie.com/pages/vat-relief