Dear current or future customers, we are very pleased to announce that when you purchase a Compano electric bike, you are eligible for the VAA program.
Compano bikes are powered and protected by Velec.
All users of Compano e-bikes now benefit from unlimited roadside assistance, anywhere in Canada.
New owners of Compano bicycles also obtain, absolutely free, protection in the event of theft for 3 years following the date of purchase, retroactive to January 1, 2023.
VAA ANTI-THEFT PROTECTION
Q: HOW MUCH DOES VAA ANTI-THEFT PROTECTION COST?
The VAA program offers this protection to new Compano owners for FREE, because we know how much our customers love their e-bikes.
Q: WHO IS ELIGIBLE FOR VAA ANTI-THEFT PROTECTION?
The original owner of a new Compano e-bike purchased in Canada from Sports Experts on or after January 1, 2023 is eligible for the full VAA Program. This is not transferable when reselling the bike.
Q: WHAT DOES ANTI-THEFT PROTECTION COVER?
The protection covers, for a period of three (3) years from the date of purchase, the theft of the complete Compano electric bicycle, i.e. bicycle and battery including the original accessories supplied with the original Compano bicycle. Theft of one or more components is not covered. Coverage covers theft within Canada only.
Q: WHAT DOCUMENTS ARE NEEDED TO COMPLETE A THEFT CLAIM?
A police report of the theft event, original bicycle proof of purchase, Compano bicycle and battery serial numbers, and any other relevant information on file requested by the service agent.
Q: WHAT IS THE PROCEDURE FOR MAKING A CLAIM IN CASE OF THEFT?
The first step is to contact the service line at 1-833-718-4001 to notify them of the theft of the bike. You must then notify Compano of the theft of your bike by visiting www.compano.ca/en/vaa. You will need to communicate your claim number and the Sports Experts where you want to pick up your replacement bike. This step is necessary so that we can create a database of stolen Compano bikes.
Q: WHAT IS THE PROCEDURE FOR DELIVERY OF A REPLACEMENT BIKE TO MY SPORTS EXPERTS?
In response to the approval of the claim, Compano will prepare the shipment of a replacement bike to your Sports Experts chosen at the time of the claim. The store will be notified of the shipment and will have to proceed with the assembly upon receipt. You will be notified by the store when your bike is ready for pickup.
Q: IS THERE A DEDUCTIBLE TO PAY?
No, you will not have to pay an amount of money for the deductible when replacing the bike. Coverage is fully provided by the VAA program.
Q: WHAT DOES THE THEFT PROTECTION GIVEN?
Protection is provided by replacing a new Compano, equivalent to the original bike. No cash refunds will be made.
Q: WHAT IS A COMPANO EQUIVALENT?
The preferred option is to replace the Compano bicycle with the original or EQUIVALENT model. However, the color may vary.
Q: HOW DO I SUBSCRIBE TO VAA ANTI-THEFT PROTECTION?
Nothing's easier! Simply register the Compano bike on our website, by visiting www.compano.ca/en/registration, if you are eligible for VAA anti-theft protection according to the date of purchase of your bike, you will be automatically registered, and your bike will have anti-theft protection.
Q: WHAT ARE THE LIMITATIONS OF VAA ANTI-THEFT PROTECTION?
Replacement in the event of theft is limited to one event during the three (3) year period following the date of purchase of the original bicycle. The replacement bike is not covered by the protection. Accessories added to the bike, as well as personal effects stolen with the bike are not covered by the protection.
VAA ROADSIDE ASSISTANCEE
Q: HOW MUCH DOES THE VAA ROADSIDE ASSISTANCE SERVICE COST?
It's free! The VAA program offers this service to happy Compano owners, because we know how much you enjoy riding your e-bike.
Q: WHEN IS THIS SERVICE AVAILABLE?
At all times! The VAA Roadside Assistance Service is available 7 days a week, 24 hours a day!
Q: WHERE IS THE VELEC ROADSIDE ASSISTANCE SERVICE AVAILABLE?
Everywhere across Canada! Roadside assistance coverage is national, wherever you are in the country, you are entitled to it when you drive a Compano. The service is only offered on roads that can be driven by car. The VAA Assistance service cannot go on cycle paths.
Q: WHAT IS THE NUMBER TO CALL IF I NEED ROADSIDE ASSISTANCE?
The toll-free number is 1-833-718-4001. This is the same number for roadside assistance as it is for theft protection.
Q: IS THERE A MAXIMUM DISTANCE TO TROUBLESHOOTING?
Troubleshooting within a 35km radius of the meeting point is offered free of charge to Compano owners. You choose your destination within this perimeter, whether it is your vehicle, home, a Sports Experts or a public transport station. Roadside assistance beyond 35km is possible, but a rate ($) per additional kilometer will apply. The rate varies by region.
Q: IS THERE A LIMIT OF USING THE ROADSIDE ASSISTANCE SERVICE?
The number of towing is unlimited. Even if you are the unluckiest cyclist in the world, we will pick you up! Roadside assistance is offered in the event of mechanical or electrical breakdown, a flat tire or battery failure. A reason such as the fatigue of the cyclist or bad weather (rain, cold, etc.) is not a valid reason for a ride.
Q: DOES VAA OFFER OTHER SERVICES?
The breakdown service will take you and your Compano back to your destination. It does not perform any repairs, or any other recharging or unlocking service. There is no obligation for roadside assistance to carry a pet. Please mention this when calling when traveling with your pet.
Q: I AM A COMPANO OWNER, BUT I NEED TROUBLESHOOTING WITH ANOTHER BIKE, DO I HAVE ACCESS TO AAV TROUBLESHOOTING?
No, unfortunately only Compano e-bikes and their users can take advantage of VAA assistance on the road.
