Frequently Asked Questions
All our e-bikes come programmed to meet Australian standards. The bikes are locked to 25km/h and the motor is locked to 250W. The throttle comes disabled to meet Australian e-bike laws.
For use on private property, we have you covered. Our bikes can be easily unlocked to enable full power and use of throttle. Instructions will be sent via email.
In most States the following rules may apply
- Pedal assist only (standard on our e-bikes)
- Throttle must not be used
- 25k/h speed limit
- Maximum 250W motor(500W in NSW)
For further information regarding e-bike laws, please consult your local state authority.
For our NSW riders
https://www.transport.nsw.gov.au/roadsafety/bicycle-riders/ebikes
Victoria
https://transport.vic.gov.au/road-rules-and-safety/electric-bikes
Queensland
https://www.qld.gov.au/transport/safety/rules/wheeled-devices/electric-bicycle-rules
Western Australia
https://www.transport.wa.gov.au/activetransport/active-transport-faqs.asp
Northern Territory
https://nt.gov.au/driving/safety/electric-scooters-and-bikes
WE VALUE YOUR SAFETY at THRILLZ, and we are committed to ensuring that every ride on your GhostCat e-bike is as safe as it is thrilling. We encourage all riders to follow local regulations, wear proper safety gear, and practice caution on the road. Your well-being is our top priority, and we’re here to support you with guidelines, tips, and updates to keep you safe on every adventure.
1. Wear Appropriate Safety Gear
Helmet: In Australia, it is mandatory to wear a helmet when riding an e-bike, ensuring it meets Australian safety standards.
Protective Clothing: Consider wearing gloves, reflective clothing, body armour and sturdy shoes for extra protection.
2. Follow Road Rules
Obey Traffic Signals: E-bike riders must follow the same road rules as other vehicles, including stopping at red lights and giving way at intersections.
Stay in Designated Bike Lanes: Use dedicated bike lanes wherever available to stay safe and avoid traffic.
Speed Limits: The legal speed limit for e-bikes is 25 km/h an 250W(500 in NSW) in most states, and your e-bike is programmed to these limits.
3. Check Your Bike Regularly
Before riding, inspect your bike for any issues like low tire pressure, faulty brakes, or loose parts.
Keep your e-bike battery charged and ensure lights are working for riding in low-visibility conditions.
4. Be Visible
Install front and rear lights on your bike, especially if riding at night or in low-light conditions.
Reflective gear or a bright-colored vest will also make you more visible to motorists.
5. Keep to the Left
In Australia, cyclists, including e-bike riders, are required to ride on the left side of the road or bike path.
6. Be Aware of Pedestrians
Slow down when approaching pedestrian crossings or areas with high foot traffic. Give ample warning if you need to overtake pedestrians, using a bell or voice.
7. Know E-bike Laws in Your State
Different states in Australia may have specific regulations on e-bikes. Ensure you comply with local laws regarding motor power limits and where e-bikes can be ridden (e.g., on roads vs. bike paths).
8. Riding GhostCat e-bike unlocked?
The GhostCat e-bike can be unlocked for use on private property, allowing you to access its full capabilities beyond the standard legal limits for public roads. This is especially useful for those who want to explore the bike’s higher speeds or increased power in a controlled environment, such as a private track or estate.
However, it’s important to remember that unlocking the e-bike for private property use is not legal for public roads in Australia. On public roads, the e-bike must adhere to the local regulations, which typically include:
A speed limit of 25 km/h for pedal-assist.
A motor power limit of 250W for public road use.
Make sure to switch back to the regulated mode before riding on public roads to ensure compliance with Australian laws.
For more detailed information, check your state’s road safety authority or local councils for specific e-bike guidelines.
Our batteries are UN38.3 certified for safety. We are also in the process of getting UL certified.
Australia is introducing strict new laws to crack down on battery safety. We are currently in the process of getting UL certification which will meet the highest safety standard and will comply with these new regulations when they come in to effect in 2025.
https://www.nsw.gov.au/media-releases/nation-leading-standards-for-battery-powered-devices
Both the GhostCat F3 and GhostCat F3X e-bikes come 85% preassembled, ensuring that most of the complex assembly (like motor, battery, and frame) is already completed. This leaves only a few simple tasks for the customer, such as attaching the pedals, handlebars, and the front wheel, depending on the model. This makes the setup process quick and convenient, allowing you to get on the road faster without requiring professional assembly tools or skills.
Refund & Cancellation Policy
At THRILLZ, we strive to provide our customers with the highest quality electric bikes and exceptional customer service. We want you to be fully satisfied with your purchase. However, we understand that there may be situations where a refund is necessary. Please read our refund policy carefully to understand your rights and obligations.
Eligibility for Refund:
- To be eligible for a refund, the bike must be new and unused condition.
- A request for a refund must be made within 15 days from the date of delivery.
Refund Process:
- Contact Customer Support: To initiate the refund process, please contact our customer support team by submitting with Request Payment Refund in the subject. Provide them with your order details, including the purchase date and invoice number.
- Return Authorization: If your request meets the eligibility criteria, our customer support team will provide you with a return authorization (RA) number and instructions on how to return the bike.
- Return Shipping: You will be responsible for arranging and covering the cost of return shipping. We recommend using a reputable shipping service that provides tracking and insurance for the return shipment.
- Inspection and Processing: Once we receive the returned bike, our team will inspect it to ensure it meets the eligibility criteria mentioned in section eligibility section. If approved, we will process your refund.
- Refund Method: Refunds will be issued using the original payment method used for the purchase, unless otherwise agreed upon by both parties.
Refund Amount:
- Full Refund minus 10% restocking fee: If the bike meets the eligibility criteria, a full refund minus a 10% restocking fee of the purchase price will be issued.
- Deductions: In certain circumstances, we may deduct any applicable repair costs from the refund amount. This will be determined on a case-by-case basis and will depend on the condition of the returned bike.
- Non-Refundable Items: Accessories, consumables, or any other items not included in the original bike purchase are non-refundable.
Non-eligible Refunds:
- Used or Damaged bike: We cannot accept returns or provide refunds for bikes that have been used, damaged, or modified by the customer.
- Exceeded Timeframe: Refund requests made after the specified timeframe 15 days after receipt of product will not be eligible for a refund.
- Third-Party Purchases: If you purchased the bike from a third-party seller or retailer, please refer to their refund policy as it may differ from ours.
Please note that all preorders are final and cannot be cancelled once submitted. We appreciate your understanding, as this policy helps us ensure timely production and delivery of our products. If you have any questions or concerns, feel free to reach out to our customer service team. Please take this in to consideration when placing an order. It will be totally WORTH THE WAIT!
Customer Responsibilities:
- Return Condition: The bike must be returned in its original packaging, including all accessories, manuals, and documentation that were included with the original purchase.
- Shipping Insurance: We recommend insuring the return shipment to protect against any damage or loss during transit.
Please note that this refund policy is subject to change without prior notice. We encourage you to review our refund policy each time you make a purchase. For any further questions or concerns regarding refunds or our products, please contact our customer support team.
Preorders
Please note that all preorders are final and cannot be cancelled once submitted. We appreciate your understanding, as this policy helps us ensure timely production and delivery of our products. If you have any questions or concerns, feel free to reach out to our customer service team. Please take this in to consideration when placing an order. It will be totally WORTH THE WAIT!
THRILLS
1. What is a Preorder?
Preorders allow you to reserve your THRILLZ e-bike before it becomes available. This is a great way to secure your preferred model and be among the first to ride in Australia! You won’t be disappointed and it will be totally WORTH THE WAIT! Current wait times are 4-6 weeks.
2. Payment
Full payment is required at the time of placing your preorder. Please note that all preorders placed with THRILLZ are final and non-refundable. Once your preorder is submitted, you cannot cancel or modify your order. This helps us manage production and ensure timely delivery.
3. Cancellation Policy
Please note that all preorders are final and cannot be cancelled once submitted. Please note that all preorders placed with THRILLZ are final and non-refundable. Once your preorder is submitted, you cannot cancel or modify your order. This policy ensures that we can accurately plan our production schedules.
4. Estimated Delivery
Estimated delivery dates will be provided at the time of preorder. While we strive to meet these dates, please be aware that unforeseen circumstances may affect delivery times. Current wait times are 4-6 weeks. When we receive the item/s
5. Communication
You will receive regular updates on your preorder status via email, including estimated shipping dates and tracking information once your order ships.
6. Contact Us
If you have any questions about your preorder, please contact our customer service team at contact@thrillz.com.au. We’re here to help!
Shipping Information
1. Free Local Pickup
Please advise us if you would like to pick up the item/s from our warehouse located in Newcastle NSW. We require adequate time to get your order ready, so please email us before collection. We will share the pickup address on the day of collection.
2. Processing Time
Orders are typically processed within 1-3 business days. You will receive a confirmation email with tracking information once your order has shipped.
3. Shipping Methods and Delivery Times for item in stock at our local warehouse.
Standard Shipping: 5-7 business days
Delivery times may vary based on your location and any unforeseen circumstances.
4. Shipping Costs
Shipping costs will be calculated at checkout based on your selected shipping method and destination.
5. Delivery Issues
If your order does not arrive within the estimated delivery time, please contact our customer service team for assistance. We are here to help!
6. Risk of Loss
Risk of loss or damage to the product passes to you upon delivery. Please ensure you provide accurate shipping information to avoid any delivery issues.
7. International Shipping
We currently ship to addresses within Australia only. We do not offer international shipping at this time.
8. Contact Us
For any questions regarding shipping, feel free to reach out to our customer service team at contact@thrillz.com.au
9. Preorder times for GhostCat bikes will vary depending on stock availability. Currently, the estimated wait time is 4-6 weeks, but rest assured that we will keep you updated throughout the process. We’ll notify you of any changes and provide regular updates so you’ll always know the status of your order. Thank you for your patience, and we look forward to getting you on your new GhostCat bike as soon as possible! We’re confident you’ll love your new GhostCat bike and the amazing community – it’s so worth the wait!!!
At THRILLZ, we run on a lean margin to offer you the best possible prices on our GhostCat e-bikes. Rather than inflating our product prices to cover shipping costs, we prefer to be transparent about pricing. This means we provide the e-bike at its real cost without adding a markup for shipping.
While we could raise the base price to include shipping, we believe in keeping things open and honest, so you only pay what’s necessary. That way, you’re getting the best deal possible—without hidden fees.
THRILLZ is pleased to offer a limited one-year warranty on all new bike purchases for the original retail purchaser. This warranty is valid from the date of delivery by the original owner and is non-transferable.
PROOF OF ORIGINAL PURCHASE RECEIPT IS REQUIRED FOR VALID WARRANTY COVERAGE.
Warranty Terms:
THRILLZ, at its discretion, may replace any parts or components of the Product that are found to be defective in materials or workmanship during the warranty period. This warranty covers manufacturing defects that occur under normal use conditions. Natural wear and tear that occurs with regular use are not covered within the warranty.
THRILLZ provides a warranty to the initial retail buyer of the bike, subject to the terms, conditions, and limitations specified in this document:
- Under regular use and maintenance, the bike’s frame, mechanical and electric components will be free of defects for 1-year from the delivery date. The warranty includes the following major parts and components Frame, Motor, Battery, Controller, Display, Throttle, Headlight, Taillight, Rear and Front Suspension and Crankset.
- The battery is subject to a gradual capacity reduction which is considered normal and is not covered unless the capacity drops below 80% of its original capacity within the warranty period.
Warranty Claim:
THRILLZ will assess warranty claims made by the original retail purchaser. To file a warranty claim, please submit a support ticket to contact@thrillz.com.au Please provide evidence of the defect by sending pictures or videos for the team to assess.
Warranty Qualification:
To qualify for the Warranty, the following conditions must be met:
- The initial purchaser provides evidence that the bike was bought from THRILLZ within the last 12 months from delivery date.
- The individual seeking warranty coverage is the original and first owner of the bike (the warranty is not transferable in the event of a re-sale).
- The bike has not been modified with any third-party critical components (motor, battery, controller, display).
Warranty Exclusion:
The warranty does not cover the following:
- Normal wear and tear of the product due to regular use.
- Damage or failure resulting from abuse, neglect, misuse, or accident.
- Damage caused by stunt riding, jumping or any activity that is inconsistent with intended use of the bike.
- Damage to the battery caused by using a third-party charger.
- Paint damage or rust.
- Installation of any third-party parts, accessories, or electrical or mechanical components.
- Lost or damaged keys.
Limitations of Liability:
THRILLZ liability under this warranty is limited to the replacement of defective parts and components. The Company is not liable for any indirect or consequential damages, loss of use of the Product, or any other expenses or losses incurred due to a warranty claim.
Disclaimer:
This warranty policy is subject to change without notice, and the Company reserves the right to modify or discontinue this policy at its discretion. Any modifications will not affect the warranty coverage of the Products sold before the change in policy.
GhostCat bikes are known for their quality and customer satisfaction, thanks to the brand’s commitment to using premium materials and ensuring a high-performance riding experience. Here’s a breakdown of how THRILLZ ensures both quality and customer satisfaction:
1. High-Quality Components
Premium Materials: Both the F3 and F3X are built with lightweight aluminum alloy frames, which are durable and designed to handle tough terrains.
Powerful Motor and Battery: The 1500W motor and 52V/20Ah battery deliver impressive power, speed, and range (up to 83 km), meeting the demands of both on-road and off-road enthusiasts.
Advanced Suspension: With adjustable hydraulic suspension on the F3 and upgraded DNM suspension on the F3X, the bikes are engineered to offer smooth rides over uneven terrain, enhancing rider comfort.
2. Customer Satisfaction
1-Year Warranty: Both bikes come with a one-year warranty covering major non-wear components, which boosts customer confidence in the product’s durability and reliability.
Preassembly Convenience: The bikes come 85% preassembled, which ensures an easy setup process and a faster start to the riding experience, contributing to customer satisfaction.
Excellent Support: THRILLZ provides customer support and ensures that buyers are kept informed during the preorder process, offering updates and assistance throughout the purchase journey.
3. Positive User Feedback
Many users appreciate the all-terrain capabilities and the bike’s performance on both urban roads and rugged paths. The ability to switch between manual pedalling, pedal-assist, and pure electric modes gives users flexibility, making the bike suitable for various riding preferences. Customer reviews often highlight the bike’s solid build, comfortable design, and long-lasting battery life as reasons for high satisfaction.
GhostCat’s attention to detail and focus on performance-driven components ensure that riders receive a high-quality product that meets their expectations.
We operate on low margins to ensure we can pass the savings directly on to our customers. By maintaining a lean business model and optimizing costs where possible, we focus on delivering premium GhostCat e-bikes at competitive prices.
The pricing differences between GhostCat bikes in Australia and the USA can be influenced by several factors:
1. Import Duties and Taxes
Australian Import Duties: Products imported into Australia, including e-bikes, may be subject to customs duties and GST (Goods and Services Tax, 10%). This can significantly affect the final retail price compared to the USA, where taxes vary by state and are often not included in the listed price.
2. Shipping and Logistics Costs
- International Shipping: Shipping large items like e-bikes from international manufacturers to Australia can be more expensive than domestic shipping within the USA. These shipping and handling costs are typically factored into the final price for Australian consumers.
- Local Warehousing: Storing and distributing e-bikes in Australia requires local warehousing and logistics, which also adds to the cost.
3. Currency Exchange Rates
The value of the Australian Dollar (AUD) relative to the US Dollar (USD) can result in higher prices for Australian consumers when converting the manufacturer’s base price in USD.
4. Regulatory Compliance
Australian Standards Compliance: GhostCat e-bikes sold in Australia may need modifications to comply with Australian e-bike regulations (e.g., limiting speed to 25km/h, power limits to 250W). These modifications and testing can increase the manufacturing costs for the Australian market.
5. Operating Costs
Local Business Costs: Running a business in Australia, including paying staff wages, operating a distribution network, and customer service, tends to be higher than in the USA, contributing to the overall product cost.
In summary, a combination of taxes, shipping costs, regulatory requirements, and currency exchange rates generally accounts for price differences between GhostCat bikes in Australia and the USA.
1. Introduction
Welcome to THRILLZ! By accessing our website and purchasing our products, you agree to these Terms and Conditions. If you do not agree, please do not use our site or purchase our products.
2. Definitions
- “Company,” “we,” “us,” and “our” refer to THRILLZ.
- “Customer,” “you,” and “your” refer to individuals or entities purchasing from us.
3. Product Information
We strive to provide accurate product descriptions and images. However, we do not guarantee that all information is error-free. Specifications may change without notice.
4. Orders and Preorders
- All orders are subject to acceptance by us.
- Preorders are non-cancellable and require full payment at the time of ordering.
5. Pricing and Payment
- All prices are in AUD and include applicable taxes.
- We reserve the right to change prices at any time. If there’s a price change after your order, we will notify you before processing.
6. Shipping and Delivery
- We aim to dispatch orders within the specified timeframe, but delays may occur.
- Risk of loss transfers to you upon delivery. Please ensure accurate shipping information is provided.
- Shipping is at the buyer’s expense unless otherwise stated.
7. Returns and Refunds
Please refer to our Return and Refund policy
8. Warranty
Our e-bikes come with a 12 month warranty covering manufacturing defects. Please refer to the warranty policy for details.
9. Liability
To the fullest extent permitted by law, we are not liable for any indirect or consequential losses arising from your use of our products. Please refer to Australian and State laws in regards to the use of e-bikes.
10. Intellectual Property
All content on our website, including images, text, and logos, is the property of THRILLZ and is protected by copyright laws.
11. Changes to Terms
We reserve the right to modify these Terms and Conditions at any time. Changes will be effective upon posting on our website. Continued use of our services signifies acceptance of the new terms.
12. Governing Law
These Terms and Conditions are governed by the laws of Australia. Any disputes will be handled in the appropriate Australian courts.
13. Contact Information
For any questions regarding these Terms and Conditions, please contact us at contact@thrillz.com.au