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Frequently Asked Questions

Our FAQs page covers many of the most common questions that people have about our company and the products and services we offer. The Information Centre contains a wealth of further information, should you wish to know more about a topic. If you have further questions, please do not hesitate to contact our friendly customer services team, who will be happy to answer your queries.

Who are you?

Wheelfreedom are a mobility equipment provider, established in 2007. We have years of experience hiring out and selling quality mobility equipment, and ensuring our customers' peace of mind through our speedy and reliable service. As members of the British Healthcare Trades Association, we are signed up to their Trading Standards Institute approved Code of Practice, demonstrating our commitment to giving our customers the highest levels of service.

Where are you based?

We are located in Wandsworth, south-west London. Our full address is Wheelfreedom, Unit 5, 271 Merton Road, London, SW18 5JS.

Can I visit your site for a demonstration?

If you wish to visit our site for a demonstration, you will need to call us first to book in a consultation. This ensures that we have a product specialist available to see you, and the relevant products that you wish to try. Demonstrations are available for both powered wheelchairs and mobility scooters.

Can you demonstrate your products at my address?

We are able to carry out consultations for powered mobility products at your address, and also offer Occupational Therapist assessments. In some situations this may be chargeable. Please contact our customer services team for further information.

What areas do you supply equipment to?

We operate two divisions. The first supplies powered mobility throughout London and the South East of England. The second hires manual mobility products across mainland Britain.

What products do you supply?

We supply a vast range of equipment sourced from the the biggest manufacturers of mobility equipment. This includes powered wheelchairs, mobility scooters, manual wheelchairs, and other manual mobility aids such as knee scooters and leg trolleys. Our Products page details these all.

What manufacturers do you stock?

We supply products from market-leaders Sunrise Medical, as well as Invacare, Pride Mobility, TGA and Roma Medical. We also source niche products from other suppliers including Drive Medical and Reid Steel, allowing us to cater to our customers' needs.

How do I order?

Orders for manual mobility products can be placed either online or over the phone. Orders for powered mobility products must be placed over the phone.

When will my equipment be delivered?

You can choose a convenient date at the time of ordering; this will be confirmed in an email with you. For some powered mobility items which are ordered in specifically for you, we will give you an estimated delivery date and then confirm this with you closer to the date.

Do I need to assemble my equipment?

Manual wheelchairs simply need to be rolled out of the box, unfolded and have the legrests clipped on. Powered mobility products are delivered by our technicians and will be fully assembled and adjusted to suit your needs.

How do I arrange the return of my equipment?

If you are hiring from us and wish to arrange the return of your equipment, please call us on 0800 025 8005 to book this in.

What happens if something goes wrong with my equipment?

Contact us. If you are hiring from us, we will arrange to either repair or replace your equipment. If you have purchased from us, we will be able to repair your equipment.

Can I take my equipment abroad?

This depends on the hire type. Manual mobility equipment can be taken abroad, and remains insured. Powered mobility equipment hired on a short-term basis cannot be taken abroad. If hiring on a long-term basis, you may take the equipment abroad; however, please check the insurance terms for limitations on the cover before doing so. Our customer services team can advise you further on this if needs be.

Do you have a minimum hire period?

Hire periods last for as long or short as you want. When you want to finish the hire simply let us know and we will arrange collection. However there is a minimum charge of two weeks hire, in addition to the usual carriage costs - this is just to cover our cost of servicing equipment between hires.

How are payments taken?

Hire payments are automatically taken fortnightly from your credit or debit card until you arrange collection of the equipment.

Do I need to pay VAT?

If the equipment user is chronically sick or disabled, you do not need to pay VAT; otherwise we need to charge this at the standard rate.

What payment cards do you accept?

We accept payment by Visa and Mastercard, including Visa debit and Visa Electron. Unfortunately we do not accept American Express and are now no longer able to accept Maestro or Solo due to them no longer being able to support subscription payments.

Can I invoice payments?

For companies and government bodies looking to invoice payments, we may be able to assist with this under certain conditions. Please call 0800 0258 005 and ask to speak to our accounts team if you require further information on this.

How secure are my card details?

In order to protect your sensitive account information, we employ the services of NetBanx. NetBanx is the leading global online provider of secure card processing facilities and securely encrypts your information to the highest industry standards. Netbanx's other customers include Companies House, the Environment Agency, and npower.