Frequently Asked Questions

We hope we have covered most of the answers to the questions you might have but if you have a question that is not answered here, please let us know by calling us on 01823 216202 or by emailing us at We aim to answer all emails within 24 hours 7 days a week.
About StrideOn Knee Walkers?
Will I have to assemble my StrideOn knee walker?
Your StrideOn will come 99% assembled. Items such as the knee pad, basket may need to be secured and the steering column adjusted and tightened to suit you. Select the correct position for the knee pad that will suit the injured side and slot into position. Adjust the height by positioning the pin through the whole that provides the best support height for you then tighten the thumb screw to secure the knee pad in position. The basket hooks onto the pegs secured to the steering column. Instructions will be included with your hire. Please read all manufacturer directions and instructions before using the Strideon.
Does the StrideOn knee walker turn/steer?
Yes! The unique five wheel design with central steering allows the StrideOn knee scooter to be manoeuvred easily. The StrideOn knee scooter is similar to a bicycle whereby you turn the handles left or right, which then turns the front wheel in the direction you wish to go.
Do I need a prescription to hire a StrideOn knee scooter?
No prescription is needed to hire a StrideOn knee scooter . However, if you plan to make a claim through insurance providers please clarify with them in advance.
Does the StrideOn knee walker fold up?
Yes! The StrideOn knee scooter folds up for easy transportation or storage. There are two options for folding, you can either lower down the steering column and then tuck it under the knee pad making the Strideon easy to pick up. Additionally you are able to fold the frame completely for that extra space if required.
Can I buy my knee walker?
StrideOn Ltd is primarily a hire service. The majority of our customers prefer to hire as generally you will only require a StrideOn knee scooter for a short period of 4 to 6 weeks. However, if you are planning to use a StrideOn knee scooter for 4 months or more, please call us on 01823 216202 to discuss how we can assist you.
Does your StrideOn knee scooter work on carpet?
Yes, it will work on most carpets. If you have rugs over carpet, we would advise you take up the rugs whilst using the StrideOn knee scooter .
StrideOn Hiring Questions?
Which StrideOn knee walker should I choose?
It all depends on your needs and preferences please click on Compare Models this will help you decide also take a look at Purchasing V Hiring
Is there a minimum hire period?
Yes, all of our hires have a minimum hire term of 2 weeks.
Is there a security deposit?
No
When do I need to send back my StrideOn knee walker?
Please book collection of your scooter by the day before the rental end date to ensure it is collected on the due date or at the very latest the day after. You can call UPS direct on 08457 877 877 to book your collection or call StrideOn Ltd on 01823 216202.
What is normal wear and tear?
We understand that through normal use, the product cannot stay in a pristine state. Normal wear and tear is related to tyre, knee pad and handle grip wear.
Do I need to clean my knee scooter when I return it?
We would ask you to just give it a wipe over to remove any excess dirt. If you return your machine in a filthy state, we do reserve the right to charge a £20.00 cleaning fee.
May I buy my StrideOn knee walker?
Yes, you may convert your rental into a purchase anytime between 3 and 16 weeks. All paid rental amounts excluding VAT will be put towards the final payment. All you have to do is call us and we will advise you on the amount required to finalise the purchase.
Can I return my StrideOn knee walker at any time?
You may return your hire at any time by contacting us and requesting a pickup from UPS. We will credit any unused full hire weeks beyond the 3-week minimum hire time. All courier fees are non-refundable.
Can I extend my rental hire period?
We are very flexible and understand you may not know exactly how long you may need your StrideOn knee scooter. You can extend your hire at any time by calling or emailing us to arrange an extension. You can extend on a weekly basis for as many or as few weeks as you like as many times as you like.
Do I need to maintain my StrideOn knee walker?
All machinery requires basic tender love and care. In the User Guide you will receive with your knee walker there is section to help you keep your machine in tip top condition.
Can I cancel my StrideOn knee walker hire?
Yes, you can, if you cancel within the first 4 days you will receive a full refund excluding any courier costs. If you cancel after 4 days and before the minimum period of 3 weeks is completed there will be no refund. If you cancel after the 3-week minimum any full unused rental weeks will be refunded once the knee walker has been received and checked.
Do I need to keep the box and packaging?
Yes, you will need it to return your rental to us. If you have decided to buy please consider keeping the packaging, so you can use it if you on sell it or you need us to carry out maintenance for you in the future.
What happens if my box is accidentally thrown away?
We will send you a flat packed replacement box and you will need to construct it so you will need good strong tape. Due to the additional courier charges incurred these will be at your cost and you will be also be charged for the replacement box and packaging. The total cost will be will £20.00 including VAT.

If you decide to use your own materials to return it, you may be charged additional courier charges unless the dimensions match our original box size. You will need to ensure it is suitably protected to avoid any further charges for damage in transit.
What do I do if I have misplaced my return label?
We will send you a pre-paid return label which you will find in your pack that is sent with all rentals. If you lose it, please let us know and we will arrange either to post one or have an E label replacement sent to you. There is a £6.00 fee for this service.
Courier Questions?
Are courier costs included in my weekly rental charge?
If you book 3 weeks or more, you will be entitled to FREE standard delivery and collection Monday to Friday. If you wish to expediate your delivery, there are options available to do so and they will incur additional costs.
How quickly will I receive my order?
If you order by 3PM the day before Monday to Thursday, you will receive your order the next working day. If you order on a Friday, you will receive your order on the following Monday unless you book and pay for a Saturday delivery which will mean you receive it on the Saturday before midday, subject to the courier’s terms and conditions. Some postcodes do not qualify for next day delivery so please check when you order.
Can I arrange for a timed delivery?
Yes, you can. There are additional costs to do so. Options available are displayed when you order.
Do I have to sign for the delivery?
Yes, you do unless otherwise agreed by StrideOn Ltd in advance.
What do I do if I cannot be in to receive the delivery?
You can advise us at the time of ordering, and we can suggest options open to you in the circumstances or you can elect to have it delivered to an alternative address of your choice.
What do I do if the package does not arrive?
You can call the courier concerned to establish its whereabouts or you can call StrideOn Ltd directly during opening hours and we will follow up on your behalf.
What should I do if the package has been damaged in transit?
Please register this by phoning StrideOn Ltd straight away. We will advise next steps and find a solution to resolve the issue as quickly as is possible.
What should I do if I am unable to get to the door to open it easily?
We would suggest you leave a note on the door to let the courier know it will take a while for you to open it. They will know that you are in and so should wait for you. If we know in advance of the dispatch, we can add a note to the box to that effect for you as an additional insurance.
Invoice Questions?
How do I receive confirmation of my order?
Once your order has been generated you will receive an email confirmation for your records. If you do not have email, you will receive a confirmation with your order. If you extend your rental you will receive confirmation each time by email.
How can I claim back the VAT?
We will email you a VAT invoice on request, so you are able to do this.
VAT Questions?
What items are VAT exempt?
The HMRC states that equipment that has been designed solely for people with a disability, chronic or terminal illness or on the adaptation of equipment so they can use it can be VAT exempt. Please be aware that VAT exemption cannot be claimed for temporary disabilities (like a broken bone).
What does the Government require?
The Government requires you to fill in a simple declaration setting out the nature of your disability and/or chronic or terminal illness. StrideOn will not require any proof of your disability or a doctor's letter, however you need to remember that it is an offence to falsely claim that you or someone you are buying for is eligible for VAT exemption.
What happens to the VAT form?
StrideOn Ltd do not pass the details on these to anyone except the VAT office, as it forms part of our VAT obligation. If you are still unsure if you or the person you are buying for qualifies for VAT relief please read the HMRC guide http://www.hmrc.gov.uk/vat/sectors/consumers/disabled.htm

If you have a question about hiring a knee walker that is not answered here, please let us know.
Call us: 01823 216202
Email:
All emails are answered within 24 hours, 7 days a week.