Frequently Asked Questions

About the electric bike

What riding modes does the Heileo electric bike offer?

The Heileo power bike runs on regular pedalling and power assisted modes. Heileo is powered by a 36V and 10.4/11.6 AH Li-on battery and gives you two power assisted modes to work with - Pedal Assist and Throttle.

How does the Pedal Assist mode work?

To ride on Pedal Assist mode, turn on the power button on the keypad, choose one of the 3 levels of power boost and start pedalling. The power boost kicks in as soon as you start pedalling. You can change the power gears on the move. Please note, you will need to pedal for the power to kick in.

How does the Throttle mode work?

To ride on the throttle mode, turn on the power button on the keypad, start pedalling. Once the bike is on the move, push the throttle down to power ahead with/without pedalling.

Is the battery pack detachable from the bike?

Yes, the battery pack is detachable from the bike and you can carry it with you. It makes it easier for you to charge it anywhere.

Are the battery packs interchangeable?

Yes, the Heileo batteries are interchangeable between bikes. You can use a battery pack of another Heileo bike or a spare, on yours.

How long does it take the battery to charge fully?

It takes approximately 2.5 to 3 hours for a full charge

Is there a way to know the charge level of the battery at any point?

The keypad display on the handle and the LED display on the battery, will both indicate the charge remaining in the battery.
(Note - It is advisable not to let the battery to run out of charge fully. To maximise the battery life, always charge the battery well before running out of charge)

What are the specs of Heileo’s Li-on battery?

The battery packs are of 36 volts and come with two Ampere Hour (AH) options - 10.4 and 11.6. The M100 comes with a 10.4 AH battery pack, whereas the M200 and H200 electric bikes come with a 11.6 AH battery pack

What is the range of Heileo’s Li-on battery?

The 10.4 AH and 11.6 AH options offer a range of ~60 Kms and 75 Kms. In simple terms, more the AH, more range you get.

Can you buy an additional battery pack along with electric bikes?

Yes, one can buy any number of additional battery packs

Can you run M100 on a 11.6 AH or M200/H200 on a 10.4 AH battery pack?

Yes, you can use any of the battery packs on any of the models. They are designed to be interoperable and provide convenience to the users.

What is the life of the battery pack?

The life of Li-on battery packs are measured in terms of charge cycles. The Heileo battery packs have a life of 500 charge cycles. Essentially, the battery life depends on how often you charge it. On an average, the Heileo batteries will have a life of 2 to 3 years.
(Note: The battery packs come with a warranty of 18 months)

What are the specs of the motor?

The Heileo motor comes with a spec of 36 volts (DC) and, 250 Watt. The motor is programmed to deliver a maximum speed of 25 kmph as a measure of rider safety (ARAI certification requirement)

What is the life of the motor?

The conservative estimate of the motor life is 3 years, and if the electric bike is taken good care of, the motor life can go up to 5 years.
(Note: The motor comes with a warran-ty of 18 months)

Ordering & Delivery

I have seen the pictures of Heileo and like them. Can I see the bikes and test ride before I order?

Great to hear you like them. Just book a Test ride on our website and we will arrange it for you.

I would like to order a Heileo electric bike. How do I do that?

That is quite easy. Just go to our webstore (www.toutche.com), pick the Heileo that you would like to buy, click the Book now button and follow the steps.

How is the Heileo delivered to me?

We will deliver your electric bike right at your doorstep, in a safe and well-packaged condition.

Does the electric bike come fully assembled or is there any assembling required?

The electric bike comes to you 85% assembled, in a well-packaged carton box. You will need very little assembly to do before your Heileo is ready to ride. With the “Get your Heileo ready” video that comes along with the instructions, assembling your bike won’t be difficult at all. In fact you might love doing it.

Can I get help to have the electric bike assembled?

Absolutely. If you need any help getting your Heileo ready to ride, you can write to us at Toutche@Toutche.com and we will get it sorted for you.

What if my delivery is faulty or the product is damaged?

We hope you never have to experience that. However, such things can happen and if it does, please give us a ring, message us or write to us. We will arrange for the replacement to be delivered.

Payment & Finance options

What modes are payment are accepted?

We only accept payments by credit, debit cards and netbanking. Unfortunately, we do not accept cash payments

Do you have an option for cash-on-delivery?

Unfortunately, we do not accept cash payments. Please make your payment online using your credit, debit or netbanking accounts.

Is it safe to make payment online on the Toutche website?

When you make the payment on our website, the payment is processed through our fully secured and PCI DSS compliant payment gateways (HDFC, Payumoney). Your transaction is fully protected and even Toutche can not access or keep any of your card, netbanking details.

Do you have EMI options available?

Yes, we have EMI options available. You will find them during the checkout stage, on the payment gateway page. EMI options are available on both our payment gateways (HDFC and Payumoney), so do browse the options on both and select the one that suits you.

Service

Does Toutche have service facilities for its Heileo bikes?

Toutche has an authorised network of service centres across Bangalore, Bhopal, Chennai, Delhi, Hyderabad, Pune, Mysore, Gurgaon, Jaipur, Rajkot, Tirupathi, Nellore, Vizag, Nagpur, Meerut, Ranchi, Hubli-Dharwad and mumbai, giving you complete piece of mind.

What do you do if something is not working or goes wrong with your Heileo bike?

If you encounter any issue with your Heileo bike, please Whatsapp us at +916364550002 or contact one of the Toutche Service agents near you to get help. You could either take your Heileo bike to the service unit or have help at your doorstep. In addition, we will provide you with sufficient information to know your Heileo bike well enough.

What is your Returns & Cancellation policy?

Please refer to our Returns & Cancellation policy

What if I received a wrong, damaged or defective item?

Please refer to our Returns & Cancellation policy