10 Most Asked Questions

We know you don’t have time to read our complete list of frequently asked questions so for those of you in a hurry we compiled the most common questions we get asked. If you are one of the curious types who wants to know even more, please go to Frequently asked questions in the drop down menu.
What is the difference between the Orthomate model and StrideOn model knee walkers?
The primary differences between the Orthomate and StrideOn knee walkers lie in their intended use. The Orthomate is better suited for outdoor activities such as shopping, school runs, and park walks. Its wide pneumatic rubber wheels make it capable of handling various terrain at a gentle walking pace. Although less maneuverable than the StrideOn, the Orthomate can still be used indoors. On the other hand, the StrideOn is ideal for indoor use due to its narrow thermoplastic no-mark wheels and 90-degree turning circle. While it can also be used outdoors on relatively smooth surfaces, it's the best option for supermarket runs and is suitable for use on tarmac car parks.
If I need my Orthomate or StrideOn Knee Walker for a longer period, how do I extend the hire?
To extend the rental period, contact us via email or phone before the end of the rental period, and we will process the extension for you. We will also send you a reminder email a day or two before the rental period ends, prompting you to either book a return collection or extend the rental.
Does the StrideOn knee scooter fold up?
Yes, you can fold it up. It has a quick-release feature that allows you to easily fold the handlebars and steering column for more compact transportation or storage. Folding the handlebars and steering column can also make it easier to transport the knee scooter in a car or other vehicles.
Do the knee walkers come with the basket as shown in the pictures?
Yes. The basket comes as standard on all Hires and Purchases. We do have some complimentary accessories that you can buy and keep. Such as the cup-holder or cast/bandage protectors for the shower. Please see the website under ‘Other Products’ Accessories for what is available.
How do I know if I am VAT exempt for a Knee Walker Hire or Purchase?
Applies to Knee Walkers only. Not accessories

To get the product VAT free your disability has to qualify. For VAT purposes, you’re disabled or have a long-term illness if:

1. you have a physical or mental impairment that affects your ability to carry out everyday activities. You will usually know if you qualify.
2. you have a condition that’s treated as chronic sickness, like diabetes
3. you’re terminally ill

You’ll need to confirm in writing that you meet these conditions.
EXAMPLES can be:
Charcot Foot: What is Charcot foot? It is a problem which can affect the foot in people with neuropathy (nerve damage with numbness). The bones of the foot become very fragile and can start to break or dislocate in response to very minor forces – even in response to the forces which occur with standing or walking.
Osteoarthritis: Osteoarthritis is a condition that causes joints to become painful and stiff. It's the most common type of arthritis in the UK.
Do I have to pay to return my StrideOn knee walker?
You will have already paid for the return in your shipping costs. Once your hire period is over, or you no longer need the knee walker, you should pack it in the original packaging and inform us immediately via phone or email. We will then arrange for a courier to come and collect it. The pre-paid return label will be with your documents pack when it arrives.
Do I need a prescription to hire a StrideOn knee scooter?
No, you do not require a prescription to hire a StrideOn knee scooter. We can provide knee walkers for hire to anyone who needs them, whether you have a prescription or not.
What if the knee walker is not right for me after I try it?
If you find that the knee walker is not suitable for you after trying it out, you should contact us immediately. We will work with you to determine the best course of action, whether that means finding a different knee walker model that better suits your needs or arranging for a return and refund of your rental minus the shipping costs. It's important to note that we have a satisfaction guarantee, so we want to ensure that you're happy with your knee walker rental or purchase.
When do I need to send back my StrideOn knee walker?
Once your StrideOn hire period is over, or you no longer need it, please pack it in the original packaging and inform us immediately via phone or email. We will then arrange for a courier to come and collect it.
Does the StrideOn knee walker work on carpet?
Yes, the StrideOn will work on most carpets.