FAQ

Here are some questions we are asked frequently.

Click on the question to reveal our answer.

COMMON QUESTIONS

IS FINANCING AVAILABLE?

Absolutely! We have partnered with and currently offer mobicred as a specialized online financing option.

Applying for financing with MobiCred is really straightforward. It takes just a few minutes, in no time at all. Mobicred is a simple & convenient credit facility that allows you to safely shop online with many participating retailers. For more details (and terms), click here.

HOW DO I GET SERVICE?

STEP 1

Report the issue to GONOW™ preferably via email or phone. 

Guiding you through the process, we have customer service agents available 7 days a week. We also guarantee a 24-hour response time to make sure that you never have to wait more than a day for a response.

STEP 2

We will first troubleshoot the issue remotely.

If any spare parts are needed, we will ship them out at no charge to you.

If the issue requires professional work, we will notify a Gonow Ebike Service Centre near you with detailed instructions regarding your Gonow. All you have to do is drop off your Gonow Ebike at the designated service centre and just like that, we’ll fix it!

STEP 3

Your GONOW™ Service Manager will keep you informed every step of the way. When ready, collect and Gonow.

DO YOU SHIP THE BIKES FULLY ASSEMBLED?

Your bike will arrive about 95% assembled. The only assembly you will need to undertake is to put on the front wheel, install the handlebars, screw on the pedals, attach the fender and the front light, and you are good to go! The whole process should not take more than 15-30 minutes, and no special skills or tools are required. (If you like, we can deliver your bike to a bike shop near you and they will do it for you)

HOW DO YOU SHIP YOUR BIKES? HOW DO YOU PREVENT SHIPPING DAMAGE?

We ship most of our bikes via TIME FREIGHT Ground. Most in-stock orders leave the warehouse by the next business day (Monday through Friday).

It usually takes up to 3-5 days to reach your door. Our warehouse is located in Cape Town. Closer destinations may arrive sooner.

We use heavy-duty boxes, for packing each bike to provide maximum protection during shipping. The bikes must ship via ground transport due to regulations on the safe transport of equipment containing lithium batteries.

DO YOU SELL REPLACEMENT PARTS?

Sure we do! At GONOW™, we have every single part and component readily available, always. We’re just an email away support@gonowelectricbicycles.co.za or Call us 064 393 8231 and speak to a knowledgeable expert about anything GONOW™ related.

SUPPORT, REPAIRS & SERVICE

CAN GONOW ELECTRIC BICYCLES BE SERVICED BY A REGULAR BICYCLE SHOP?

Yes. Gonow bikes are 100% bicycle. Due to our plug & play approach with regards to the additional electrical components, a regular bicycle shop can perform any necessary repairs or adjustments. Should require assistance, please contact Gonow support and we will point you in the right direction and arrange everything for you.

ARE ANY TUNE-UPS NEEDED AFTER THE BIKE IS PUT TOGETHER?

While a tune-up is not required, we generally recommend it. A proper tune-up at a professional bike shop will ensure that everything is properly adjusted, lubed, and ready to be enjoyed. You should also arrange for periodic tune-ups throughout the life of your bike.

TECHNICAL QUESTIONS

WHAT IS AN ELECTRIC BICYCLE, AND HOW DO I OPERATE ONE?

An electric bicycle is essentially a regular bicycle equipped with an electric motor that is designed to make the ride more enjoyable. Most can operate in three modes:

1.  Pedal-Only – The bike is ridden just like a regular bicycle, powered only by the rider.
2.  Pedal-Assist – The onboard computer activates the motor only when the pedals are turning in order to assist the rider. This mode makes it easier to pedal up hills and against the wind or to go faster on flat ground. The rider can control the level of assistance received from the motor by adjustments to the display unit mounted on the handlebars.
3.  Electric-Only (also known as “Throttle-Only” or “Twist and Go”)  The rider simply twists the throttle to engage the motor and start moving (similar to the operation of a moped). No pedaling is needed when using the bike in this mode, making it great for taking a break without necessarily having to stop traveling.

All GONOW electric bicycles are equipped with all 3 of these options: Pedal-Only, Pedal-Assist and Electric-Only.

DOES PEDALING RECHARGE THE BATTERY?

While it is technically possible to recharge a bicycle battery by pedaling, we don’t consider it a good idea to do so, and GONOW bikes do not have this feature. There are a number of reasons why this recharging method is problematic.

First of all, it would require a much heavier direct-drive motor, which would make the overall bike even heavier.

Secondly, it would also mean constant resistance from the motor, since it is trying to act as a generator. This would mean that if you ran out of power or just wanted to ride around with no battery, you would be constantly fighting the motor drag.

Finally, it is virtually impossible to produce enough energy by pedaling to make a significant impact on your range. You would need to pedal hard, always fighting the motor, for hours on end to get a few extra miles.

Our motors are lighter and produce no drag, so even if you run out of battery power, you will have no problem getting to your destination. If you are commuting to work and concerned about your range and remaining power for the ride home, an extra charger in your office so you can charge the battery during work hours solves this issue.

WHAT KIND OF A RANGE CAN I EXPECT FROM MY GONOW BIKE?

GONOW™ ebikes offer an estimated range of 70 kilometers on a single charge in Pedal-Assist mode or 50 kilometers in Electric-Only (throttle-only) mode.

Please do keep in mind that these are estimated ranges. Bikes are similar to cars in this respect – the mileage (or range) you get from a liter of petrol in your car depends on many factors. In the case of an electric bicycle, the range from a full battery charge depends on things like the terrain, the weight of the rider, head wind, the level of pedal assist used, whether you pedal a bit or not at all, and many other factors.

HOW HEAVY ARE THESE BIKES? I'M WORRIED THEY'LL BE TOO HEAVY FOR ME TO CARRY UPSTAIRS TO MY APARTMENT.

While the electrical components do add to the weight of the bicycle, we use some of the lightest components available on the market. The end result is that — depending on the model — our bikes start at around 15 kg without the battery. While this is a bit more than regular bicycles, it is much lighter than inexpensive electric bikes that use steel frames and Sealed-Lead-Acid (SLA) batteries.

ARE THE ELECTRIC COMPONENTS WATERPROOF?

We placed most of the wires inside the frame and secured the entry points with rubber seals to waterproof everything as much as possible. That being said, we all know that electronics do not work well with water. A little rain will be unlikely to damage anything, but use common sense when deciding where to travel, just as you would with a regular bike or other means of transportation. We also advise against storing the bike in the open where it may be exposed to rain/snow.

DO YOUR BATTERIES OFFER OVERCHARGE AND UNDERCHARGE PROTECTION? IS IT SAFE TO LEAVE THEM ON A CHARGER OVERNIGHT?

Both our batteries and bicycle controllers offer low and high voltage protection. Therefore, you are protected against accidental overcharging and undercharging, both of which can damage the battery. It is also perfectly safe to leave the battery on the charger overnight. We do not, however, recommend leaving it connected to an outlet for more than a day or so at a time.

GET THE MOST OUT OF YOUR LITHIUM BATTERY?

No matter what kind of lithium battery you have, there is one Golden Rule for getting the most out of it: Keep it topped up! You will often hear battery life talked about in cycles. This may cause you to worry that if you keep charging your battery up when, for example, you have only used up a quarter of its power, then you are “wasting” an entire cycle. This is not the case at all – in fact, it’s more like the opposite is true. A lithium battery rated for 800 full cycles may very well get 2,000 half cycles.

So the best way to prolong the life of your battery is to charge it often. I achieve this by keeping a spare charger at work. I could manage both ways on one charge, but I know I would not be doing the battery any favors by almost completely discharging it. In fact, the best way to increase performance and lifetime on a lithium battery is to reduce deep discharge cycles as much as possible.

In fact, many people believe that you can double your battery’s life expectancy by discharging only 50% of capacity instead of 75%; and that you will get six times the battery life at 30% capacity usage per cycle!

Another way to prolong the life of your battery is to keep it exercised (any extended time when you are not using it). There is an easy way to do this: just plug the battery you are not using into a digital timer switch, and program that device to charge the battery for 30 minutes per week. This will save any battery from dying on you.

BENEFITS

BAFANG MOTORS

Bafang, leading manufacturer of e-mobility components and complete e-drive systems, has been developing components and complete systems for electric vehicles for more than ten years. Bafang currently has a yearly manufacturing capacity of up to one million motors for e- bikes and electric scooters.

Bafang employs more than 300 staff worldwide. The head office, development and manufacturing center is based in Suzhou, near Shanghai. Since 2012 Bafang has a sales and service office in the Netherlands.

HYDRAULIC DISC BRAKES

Better braking. It’s a fact that disc brakes generate much more stopping power, which in turn means that the rider can apply less force on the brake lever to achieve the same amount of deceleration as a rim brake would offer. Disc brakes are more effective than rim brakes in the wet.

Hydraulics are used on higher end systems, cables are often a sign of a cheap brake set. However there are very good cable disc brakes that are the exception to the rule.

Cables have the disadvantage of friction that hydraulics virtually eliminate. It is significantly easier to modulate hydraulic brakes, you get more force delivered to the pads, hence more stopping power for the same input, and faster/more reliable and predictable pad retraction when releasing the brakes. As the Hydraulic system is sealed, grit and grime cannot get in to jam up the moving bits, making them virtually maintenance free (replace worn pads is about all need doing) Hydraulic systems are also easier to set up and adjust (with the right tools – next to impossible without them). Cables have to the exact length, and need “tweaking” as they stretch from new.

COMPACT

These types of bikes, folding or non-folding (also called compact or Minibikes) are strong categories in the global markets. They also are very trendy and useful for urban usage or commuting in combination with public transport, and even more so for many recreational purposes.

When combined with motor-homes, caravans, boats, or an ordinary car, small wheel Ebikes win over standard bikes when it comes to compact storage. One size fits most users.

RUST PROOF CHAIN

Living at the beach KILLS normal chains. This unit laughs at the sand and salt air. Simply put, RUST

ALUMINUM FRAME

The most favorable benefit of aluminum frames is their weight. An aluminum frame weighs much less than a steel frame that measures the same size.  Aluminum is also rust resistant, making it a good choice for wet weather conditions.

KENDA TIRES

Ever since 1962 Kenda has been making great tires and tubes for virtually anything that has wheels. And we’re especially fond of their bicycle rubber that includes road, mountain, city, BMX, cyclocross, and even studded bicycle tires for the snow! Because we get so much snow here is sunny South Africa!

A large component of Kenda’s success is the knowledge they’ve gleaned from their world-renowned racers. They’ve sponsored world champions the likes of John Tomac, Brian Lopes, Tinker Juarez, Eric Carter and Hans Rey. When rubber hits the road, it’s the racers that will determine if a tire is good or great.

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