Terms and Conditions

Last Updated: April 15, 2026

These Terms and Conditions (the “Terms”) govern your use of services provided by New Mobility Services Inc., DBA NEMO (“NEMO,” “we,” “our,” or “us”). References to the “Site” refer to https://www.get-nemo.com and its subdomains. By booking, requesting, or using any NEMO service, or by using the Site, you agree to these Terms. If you do not agree, do not use the Services.

Contact Customer Contact: +1 857-847-6366 Legal Contact: legal@get-nemo.com Mailing Address: New Mobility Services Inc., 375 Longwood Avenue, Boston, MA 02215

I. Services

A. What NEMO Does

NEMO provides mobile on-site bicycle repair services on a pay-per-visit basis (“Services”). A NEMO mechanic travels to an agreed-upon location within the Service Area (defined below) and performs the requested repairs on the customer’s bicycle. Available Services and current pricing are published on the Site at get-nemo.com/service and may change at any time without notice.

B. Service Area

Services are available only within the NEMO Service Area, which can be viewed at get-nemo.com/#service-area. If you are located outside the Service Area, we cannot perform Services for you at that location. NEMO may change the Service Area at any time without notice.

C. Hours of Operation

Scheduled Services are generally performed Monday through Friday, 7:00 AM to 7:00 PM Eastern Time, excluding holidays. NEMO may adjust or suspend hours from time to time.

D. Vehicle Eligibility

Services are available for standard human-powered bicycles, electric bicycles (“eBikes”), and cargo bicycles. NEMO does not service electric or non-electric scooters, mopeds, skateboards, unicycles, or similar motorized or non-motorized micromobility vehicles. NEMO reserves the right to refuse to provide Services to any vehicle at any time without prior notice.

E. Institutional and Employer Programs

NEMO offers programs in partnership with employers, Transportation Management Associations (TMAs), and other institutions (each, an “Institutional Program”). If you receive Services through an Institutional Program, additional or different terms — including payment, eligibility, reimbursement, or service scope — may apply. Those terms will be communicated by the applicable institution or in a separate program description. In the event of a conflict between these Terms and an Institutional Program’s published terms, the Institutional Program’s terms control for matters specific to that program.

II. Booking, Payment, and Cancellations

A. Booking

You may request Services through the Site, by text message, or by phone at 857-847-6366. A request does not create a confirmed appointment until NEMO acknowledges it. NEMO reserves the right to decline any request for any lawful reason.

B. Pricing and Scope Changes

Current Service prices, including a per-visit labor charge, add-on services, and parts, are published on the Site. Prices are subject to change at any time, but the price applicable to a confirmed appointment is the price published at the time of booking.

If, on arrival, the mechanic determines the Service you booked cannot be safely performed, or that additional labor or parts are needed to complete the Service, the mechanic will provide you a revised estimate before proceeding. You may (i) authorize the revised Service, (ii) authorize a partial Service within the original scope, or (iii) decline further Service, in which case a trip-charge of up to $75 may apply to cover NEMO’s dispatch cost. No additional labor or parts will be charged without your verbal or written approval.

C. Payment

Payment is due at the time of Service. NEMO accepts major credit and debit cards and other electronic payment methods as displayed at the point of service. For Institutional Program participants, payment may be processed through the institution rather than directly by the customer.

D. Spare Parts

In the course of providing Services, NEMO may install spare or replacement parts (“Parts”). Routine consumable parts — such as inner tubes, cables, housing, brake pads, patches, lubricants, and small hardware — may be installed as reasonably needed to complete the Service at NEMO’s published pricing. For larger parts or parts representing a significant cost, NEMO will ordinarily seek your approval before installation. All Parts installed and their prices, including applicable sales tax, will be itemized on your invoice, which you may receive by email. Unless you request otherwise before the Service begins, NEMO will take possession of and responsibly recycle or dispose of any parts removed from your bicycle during Service.

E. No-Show and Cancellation Fees

If you cancel a confirmed appointment with less than 60 minutes’ notice, fail to provide access to the bicycle at the scheduled time, or are not present when the mechanic arrives, NEMO may charge a no-show or late-cancellation fee of up to $75 to the payment method on file.

F. Refunds

Except as required by law or as expressly stated in these Terms, fees paid for completed Services are non-refundable. If you believe a Service was not performed to reasonable professional standards, contact us within thirty (30) days using the Legal Contact information above so we can investigate and, where appropriate, re-perform the Service or issue a refund. This notice window is a service-quality courtesy and does not limit any rights you have under applicable law, including M.G.L. c. 93A.

III. Your Responsibilities

A. Ownership and Identification

You represent that you are the legal owner of the bicycle presented for Service, or are authorized by the owner to arrange the Service. NEMO may require a valid government-issued identification matching the name on your account or invoice before performing Services. NEMO may decline or discontinue Service if identity or ownership cannot be reasonably verified.

B. Presence and Access

You must be present — or designate an authorized adult to be present — at the scheduled time and location, and must provide safe and reasonable access for the mechanic to work on the bicycle.

C. Accurate Information

You agree to provide accurate, current, and complete information in connection with your Service requests, including name, address, contact information, and a truthful description of the bicycle’s issues.

D. Pre-existing Conditions

You agree to disclose known material defects, crash history, or prior repairs that could affect the safety of the Service. NEMO is not responsible for latent defects or damage existing before Service that could not have been reasonably identified during a routine inspection.

E. Non-Discrimination

NEMO does not discriminate against customers on the basis of race, color, religion, national origin, sex, gender identity, sexual orientation, age, disability, or any other characteristic protected by applicable law.

IV. Site Conditions and Weather

A. Site Conditions

Services are performed at a location you designate. You represent that you have the right to permit NEMO to perform Services at that location and that the location is reasonably safe — adequate lighting, stable working surface, secure pets, and free of hazardous materials. NEMO mechanics will not enter a customer’s residence unless explicitly invited. NEMO is not responsible for damage to landscaping, flooring, walls, or other property at the service location resulting from routine performance of Services, except to the extent caused by NEMO’s negligence.

B. Weather and Force Majeure

NEMO may reschedule or cancel a scheduled Service without penalty to you or NEMO if weather or other conditions make on-site work unsafe or impracticable — including lightning, heavy precipitation, high winds, ice, or temperatures below 35°F — or for other circumstances beyond our reasonable control, including acts of God, government orders, utility failures, or vehicle accidents en route. NEMO will make reasonable efforts to notify you in advance and offer the next available appointment.

V. Communications

By providing a phone number to NEMO, you consent to receive calls and text messages from NEMO at that number related to your appointments, dispatch updates, invoicing, and customer service. Message and data rates may apply. Message frequency varies. You can opt out at any time by replying STOP to a text message, and you can update your contact preferences by calling or texting 857-847-6366.

VI. NEMO Rewards

NEMO operates a customer loyalty program called NEMO Rewards. Participation in NEMO Rewards, earning and redeeming points, and all other matters related to the program are governed by the NEMO Rewards Program Terms and Conditions, available at get-nemo.com/rewards-terms. In the event of a conflict between these Terms and the NEMO Rewards Program Terms with respect to the Rewards program, the NEMO Rewards Program Terms control.

VII. Workmanship, Warranties, and Parts

A. Limited Workmanship Warranty

NEMO warrants that the labor performed as part of a Service will be performed in a workmanlike manner consistent with professional bicycle mechanic standards. If, within thirty (30) days of Service, the same specific repair fails due to defective workmanship (and not due to subsequent use, accident, misuse, modification, or the condition of the bicycle or its components), NEMO will, at its option, re-perform the labor portion of that Service at no additional labor charge or refund the labor portion of that Service. This is NEMO’s standard remedy for a workmanship complaint and does not limit any non-waivable rights you have under Massachusetts law or under Section IX.C below.

B. Parts

Replacement parts installed by NEMO carry only the pass-through warranty (if any) offered by the original manufacturer. NEMO does not manufacture parts and does not provide any additional warranty on Parts beyond the manufacturer’s. To make a claim under a manufacturer warranty, contact NEMO and we will assist you with the claim process to the extent reasonable.

C. No Guarantee of Results

Bicycle condition depends on many factors outside NEMO’s control, including component age, prior maintenance, riding conditions, and manufacturer defects. NEMO does not guarantee any particular lifespan or performance of a bicycle or component after Service.

D. Implied Warranties; Disclaimer

Massachusetts consumers: Nothing in these Terms limits, waives, or disclaims the implied warranties of merchantability or fitness for a particular purpose, or any other rights you have under Massachusetts law that cannot be waived by contract (M.G.L. c. 106 § 2-316A). Subject to those non-waivable rights and to the express limited workmanship warranty in Section VII.A, and to the maximum extent permitted by law, NEMO provides the Services “as is” and “as available,” without any other express or implied warranties.

E. Inherent Risks of Certain Repairs

Some repairs carry inherent risk of damage to adjacent components, even when performed correctly. These include: extraction of seized or corroded fasteners, seatposts, stems, or bottom brackets; work on carbon-fiber frames or components; work on older plastic or rubber parts that may be brittle; installation of customer-supplied parts; and opening, diagnosing, or servicing eBike batteries, motors, or wiring. Where the mechanic identifies elevated risk before starting, they will explain the risk and ask for your approval to proceed. By authorizing the Service after that advisory, you accept that adjacent components may be damaged despite best professional practice. NEMO remains responsible for damage caused by negligent workmanship, but not for damage that is an inherent risk of the repair you authorized.

VIII. Indemnification

You agree to release, defend, indemnify and hold NEMO, its subsidiaries, affiliates, licensors, content providers, service providers, employees, agents, officers, directors, and contractors (the “Indemnified Parties”) harmless from and against any claims, liabilities, damages, losses, and expenses, including, without limitation, reasonable legal and accounting fees, arising out of or in any way connected with your access to or use of the Services or any breach of the Terms by you.

You agree that the Indemnified Parties will have no liability in connection with any such breach or unauthorized use, and you agree to indemnify any and all resulting loss, damages, judgments, awards, costs, expenses, and attorneys’ fees of the Indemnified Parties in connection therewith. You will also indemnify and hold the Indemnified Parties harmless from and against any claims brought by third parties arising out of your use of the Services.

IX. Limitation of Liability

A. Exclusion of Certain Damages

To the maximum extent permitted by law, NEMO and its officers, directors, employees, agents, contractors, affiliates, and licensors will not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, or for lost profits, lost revenue, lost data, or loss of goodwill, arising out of or related to the Services or these Terms, even if NEMO has been advised of the possibility of such damages.

B. Cap on Direct Damages

NEMO’s total aggregate liability to you for any claim arising out of the Services or these Terms will not exceed: (a) for direct physical damage to your bicycle caused by NEMO, the fair market value of the bicycle at the time of Service; or (b) for all other claims, the greater of (i) five times the amount you paid to NEMO in the twelve (12) months preceding the claim, or (ii) two thousand five hundred U.S. dollars ($2,500).

C. Carve-Outs

The limitations in this Section IX do not apply to, and nothing in these Terms limits or waives: (i) liability for death or bodily injury caused by NEMO’s negligence or willful misconduct; (ii) liability for fraud or intentional misrepresentation; (iii) any rights under M.G.L. c. 93A or other consumer-protection laws that cannot be limited or waived; or (iv) any other liability that, as a matter of applicable law, cannot be limited or excluded.

D. Limitations Period

Any claim arising out of these Terms or the Services must be filed within two (2) years after the cause of action accrues, except for (i) claims for bodily injury; (ii) claims under M.G.L. c. 93A or other consumer-protection laws; or (iii) any other claim for which applicable law prohibits contractual shortening.

X. Intellectual Property

All content included on the Site is and shall continue to be the property of NEMO or its content suppliers and is protected under applicable copyright, patent, trademark, and other proprietary rights. Any copying, redistribution, use or publication by you of any such content or any part of the Site is prohibited. Under no circumstances will you acquire any ownership rights or other interest in any content by or through your use of the Site.

Photos of Your Bicycle. NEMO mechanics may photograph the bicycle serviced for internal quality-control and training purposes. NEMO will not use these photos for marketing, social media, or externally-facing case studies without your permission.

XI. Privacy

Information NEMO collects about you is subject to the NEMO Privacy Policy, available at get-nemo.com/privacy. By using the Services, you acknowledge the practices described in the Privacy Policy.

XII. Dispute Resolution; Governing Law; Venue

A. Informal Resolution First

Before filing any claim, you agree to contact NEMO at legal@get-nemo.com with a written description of the dispute and give NEMO at least thirty (30) days to attempt a good-faith resolution.

B. Governing Law and Venue

These Terms are governed by the laws of the Commonwealth of Massachusetts, without regard to its conflict-of-laws rules. Subject to Section XII.A, you and NEMO agree that any dispute arising out of or related to these Terms or the Services will be brought exclusively in the state or federal courts located in Suffolk County, Massachusetts, and you consent to the personal jurisdiction of those courts. Any litigation arising out of this contract shall be conducted in Suffolk County, Massachusetts.

XIII. Miscellaneous

A. Inconsistency

If there is any inconsistency between these Terms and information provided by an agent or representative of NEMO to a customer, the language, terms, limits, and conditions of these Terms shall prevail over any conflicting terms.

B. Severability and Non-Waiver

If any part of the Terms is found by a court of competent jurisdiction to be unlawful, void, or unenforceable, that part will be deemed severable and will not affect the validity and enforceability of any remaining provisions. In addition, in such event the unenforceable or invalid provision shall be deemed to be modified to the extent necessary to (i) render it valid and enforceable and (ii) give the fullest effect possible to the original intent of the provision.

NEMO reserves all rights under applicable law. The failure of NEMO to exercise or enforce any right or provision of the Terms shall not operate as a waiver of such right or provision. Any waiver of the Terms by NEMO must be in writing and signed by an authorized representative of NEMO.

C. Assignment

You may not assign or transfer your rights or obligations under these Terms without NEMO’s prior written consent. NEMO may assign these Terms in connection with a merger, acquisition, reorganization, or sale of substantially all of its assets.

D. Entire Agreement

These Terms, together with the Privacy Policy and any Institutional Program or NEMO Rewards Program terms that apply to you, constitute the entire agreement between you and NEMO with respect to the Services and supersede all prior or contemporaneous communications and proposals, whether electronic, oral, or written, between you and NEMO with respect to the Services. Any links herein that point to specific locations on the Site are for convenience only. If any link does not function, you must look to the relevant portion of the Site for the information referenced.

Notwithstanding the foregoing, you may also be subject to additional terms and conditions, posted policies (including but not limited to the Privacy Policy), guidelines, or rules that may apply when you use the Services.

E. Changes to Terms

NEMO may change the Terms at any time by posting revised Terms on the Site (get-nemo.com/terms). Any change shall take effect immediately, unless otherwise provided. If changes are made to the Terms, we will update the “Last Updated” date at the top of the Terms. Accordingly, you should visit the Site and review the Terms periodically to determine if any changes have been made. If material changes are made to the Terms, we will send notification to customers with an active account through e-mail or text message of the fact that material changes to the Terms have been made. Your continued use of the Site and any Services after any changes have been made to the Terms signifies and confirms acceptance of any such changes or amendments to the Terms. Material changes to Section IX (Limitation of Liability) or Section XII (Dispute Resolution) will not apply retroactively to disputes arising before the change takes effect.

F. Headings; Interpretation

Section headings are for convenience only and do not affect interpretation. The words “including” and “includes” are non-exhaustive.

Questions about these Terms? Contact us at legal@get-nemo.com or 857-847-6366.