Technical questions
The maximum permissible tire width always corresponds to the tire width installed at the factory.
Tires from other manufacturers or of other sizes can cause damage to the frame.
If you still want to fit another tire, please check that it has sufficient clearance (min. 8 mm distance).
The disc brake diameter installed at the factory corresponds to the maximum permissible values, even, for example, if the fork manufacturer has approved larger values. This applies to both the rear wheel and the front wheel. By changing the diameter, the acting forces can be changed many times over.
If you have any questions, requests, praise, criticism, problems, or anything else, you can contact us at any time:
In case of defects or major problems, please visit your CONWAY Bike dealer.
Of course, you can even ride your e-bike in the rain! Just make sure you let it dry again afterwards, as moisture can be bad for electrical contacts over time.
High-pressure cleaning is generally not recommended, as this can force the grease out of the bearings, which accelerates wear.
We recommend transporting your bike inside the vehicle. Many bike racks clamp the bikes on the down tube, this is not suitable especially for carbon frames. Clamping on the top tube and fixing the wheels is usually suitable for transporting aluminum frames.
Roof racks that use the (suspension) fork mount and the rear wheel are generally unproblematic. This fixing is not suitable for carbon forks.
The maximum system weight (bike + rider + load) for all bikes and e-bikes from usage category 2-4 is 140 kg, unless individual components (e.g., wheels) are identified as requiring a lower system weight.
The permissible total weight for 20″+24" bikes is 60 kg, for 26″ bikes it is 80 kg.
12″ and 16″ wheels may be loaded with a maximum of 35 kg.
To ensure safe operation and legal compliance, no modifications or changes may be made to the bike or e-bike. This also applies to the installation of child seats, for example, as additional forces are introduced into the frame and different components are subjected to greater stress.
You’re not quite sure whether your bike is approved? Here you can find our approvals and restrictions.
TRAILERS
Child trailers or other bike trailers (cargo or dog trailers) are only approved for use on bikes with EN17406 classification 1 and 2. Child/animal/cargo trailers are only permitted on bikes if stated on the maximum permitted weight card that you received with your bike.
Trailer approval information is also provided on the sticker on your bike.
Child/animal/cargo trailers are not permitted on:
- Bikes with a carbon frame or forks
- S-pedelecs
- Children’s and youth bikes with a wheel size smaller than 26"
Only trailers with two wheels arranged beside one another are permitted.
- The use of single-wheel trailers is not permitted.
- The trailer may only be attached to the left dropout if this is firmly welded to the frame. The connection of trailers to adjustable dropouts is not permitted.
- The connection of trailers to other components (e.g. seat post, luggage rack, etc.) is not permitted.
- The maximum trailer load (trailer including payload) is 60 kg.
- Always have your child/animal/cargo trailer fitted by your specialist dealer.
CHILD SEAT
Child seats are only approved for use on bikes with EN17406 classification 1 and 2. Child seats are only permitted on bikes if stated on the maximum permitted weight card that you received with your bike.
Child seat approval information is also provided on the sticker on your bike.
The use of child seats is not permitted on the following bikes:
- Bikes with a carbon frame or forks
- S-pedelecs
- Children’s and youth bikes with a wheel size smaller than 26"
Always have your child seat fitted by your specialist dealer.
Only have child seats fitted if your bike is suitable. Ask your dealer about suitablechild seats.
Only use child seats that are fitted behind the rider.
Child seats mounted on the seat post are not permitted.
Child seats fitted in front of the rider are not permitted (exception: cargo bikes withspecial child transport devices).
The mounting of child seats on the luggage rack using a suitable adapter is onlypermitted if the rack complies with ISO 11243 requirements and has a maximumpermitted payload of 27 kilos or more.
Children weighing more than 15 kilos must not be transported in a child seat.
You will find all the information you need for handling BOSCH e-bike batteries here:
BOSCH E-Bike Battery Guide (German)
For SHIMANO Steps systems we have all the information for you here:
NO. Apart from the applicable legal regulations, tuning damages both the motor and the battery as well as other components.
All warranty and guarantee provisions are voided in this situation.
Guide component replacement (German)
Service
Manufacturer’s warranty
When a new bike is purchased from an authorized specialist dealer, we (hereinafter referred to as “the manufacturer”) provide a voluntary manufacturer’s warranty that applies worldwide in accordance with the following provisions. Contractual rights regarding warranties for defects against the seller shall remain unaffected.
Conditions
The manufacturer’s warranty is only available to the original buyer of a bike purchased from an authorized specialist dealer. If the original buyer passes on the bike to another person, the warranty is no longer valid.
Period
From the date of purchase, this voluntary manufacturer’s warranty is valid for a period of:
5 years for steel/aluminum frames and unsprung steel/aluminum forks,
3 years for carbon frames and unsprung carbon forks
Important: The warranty period for bikes with EN17406 classification 5 is limited to 2 years.
The warranty shall not be extended through the provision of warranty services. Repaired or replaced bikes are guaranteed for the remaining warranty period and according to the original warranty conditions. The date of the bike purchase contract forms the basis for calculating the warranty period.
Assertion
The manufacturer’s warranty is provided by Hermann Hartje KG, Deichstrasse 120-122, 27318 Hoya, Germany. After making the purchase, the buyer must inspect the bike immediately and report any defects to their authorized dealer in writing without delay. Hidden defects must be reported immediately as soon as they are discovered.
In order to register a warranty claim, please first inform your specialist dealer of the relevant fault within the warranty period and promptly hand the bike over to your specialist dealer for inspection and at your own expense, presenting the original purchase receipt. A warranty cannot be granted without presenting the original purchase receipt. Your specialist dealer retains a copy of the handover protocol that appears at the beginning of this quick start manual once you (the end user) have read and signed it. In the event of a warranty claim, this handover protocol must be presented together with the faulty component. Otherwise a warranty will not be granted.
The specialist dealer will contact the manufacturer to resolve the issue. The warranty service is based on the following conditions.26
Services in the event of a warranty claim
The manufacturer will either replace or repair the faulty bike/frame with a bike/frame of a similar type and quality at their sole discretion. If frames and forks are replaced, there is no guarantee that the colors will match exactly. If a repair or replacement is not possible, the purchase price will be refunded with consideration for prior usage (on presentation of the purchase receipt for the bike).
In the event of a replacement or a refund of the purchase price, the returned bike/component becomes the property of the manufacturer.
Non-faulty components that are covered by warranty can only be replaced for a fee. The manufacturer/dealer will obtain the consent of the end customer before replacing non-faulty components.
Warranty exclusion
This warranty is only valid if the buyer is an end consumer and the bike is intended solely for private use. It does not apply to bikes that are used commercially (e.g. for hire and rental purposes). This warranty does not apply to the purchase of bikes that are not fully assembled.
The manufacturer’s warranty applies exclusively to frames, chainstays and rigid forks of bikes. Bike components are excluded from this manufacturer’s warranty. It does not apply to consumable parts that are damaged from wear and tear.
Wear parts include:
- Batteries
- Bearings in hubs, joints, etc.
- Drive chain or belt
- LEDs, lamps
- Brake pads
- Deflector plates
- Brake fluid
- Tires
- Brake cables
- Saddle cover, saddle
- Brake cable sleeves
- Derailleur wheels
- Seals
- Derailleur cables
- Rims or brake discs
- Derailleur cable sleeves
- Luggage bungee straps
- Hoses
- Grips/handlebar tape
- Lubricants
- Chain wheels, sprockets, or chainring
- Stand caps
- Painted surfaces
The warranty does not apply to damage caused after the transfer of risk. Furthermore, the warranty does not apply in particular to damage caused by accident, negligence, inappropriate use or misuse, improper use, force majeure, improper assembly, failure to follow the recommended maintenance instructions, improper or incorrect maintenance or repairs by anyone other than a commercial specialist dealer, use of components that are not compatible with the bike and/or product modifications. The warranty does not apply to damage caused by the penetration of sweat, impacts, discoloration resulting from sunlight, or similar external influences.
All bikes come with a quick start manual (this document). Please follow the instructions included in the manual or printed on the bike itself. Failing to follow the instructions will void the warranty. Compensation for consequential and incidental damage shall not be granted under this warranty.
Component manufacturers (Shimano, SRAM etc.) remain unaffected by this manufacturer’s warranty.
Other information
Place of fulfillment of the manufacturer’s warranty is 27318 Hoya, Germany. Hoya is the place of jurisdiction for all disputes relating to this manufacturer’s warranty.
This manufacturer’s warranty is subject to German law to the exclusion of all standards that make reference to foreign law.
How does statutory warranty law relate to this warranty?
This warranty is a voluntary manufacturer’s warranty; any additional claims based on national warranty law remain unaffected.
Recommendation:
We strongly recommend that you always commission commercial specialist dealers to carry out maintenance and repairs. This warranty will not be honored if maintenance or repair work is carried out improperly or incorrectly. The end customer must bear the costs of any maintenance work.
BOSCH warranty/guarantee conditions:
The warranty period is 24 months. The warranty period begins with the sale of the e-bike to the end customer, but no later than 6 months after delivery of the components purchased from Bosch (date of transfer of risk) to the bicycle manufacturer. If the end customer operates the e-bike commercially (e.g. rental companies, courier services), the warranty period is 12 months.
Warranty for the battery pack / power pack:
Minimum of 500 charging cycles or 70% (300Wh) or 60% (400Wh) of the nominal capacity (based on the information stored by the battery pack) within the warranty period."
You can buy a CONWAY Bike at selected specialist dealers! We distinguish between CONWAY shops and CONWAY PREMIUM shops. You can find the overview here: CONWAY dealer