Manage Pogo

How to cancel your pogo purchase or service agreement in ireland

Understanding pogo and why you might want to cancel

Pogo Enterprises Limited operates as a retailer of electric bicycles, scooters and related mobility products across Ireland under the trading names Pogo cycles and LetsCycle. The company sells individual e-bikes, accessories and warranties, rather than running a traditional subscription service. However, many Irish customers purchase from Pogo and later need to cancel their order, return a faulty product, or dispute a service agreement-which is why Stopee has created this guide to help you understand your rights and next steps.

If you bought an e-bike or scooter from Pogo and now want to cancel your purchase or dispute a charge, you have legal protections under Irish consumer law. Your rights depend on whether you ordered online (distance contract), bought in-store, or signed up for a service or warranty plan. Stopee is here to walk you through the process, flag common traps, and show you how to enforce your cancellation or refund.

What pogo actually sells

Pogo Enterprises Limited is registered in Dublin at Apartment 21, Oak Hall, Larkfield View, Dublin 18, D18 EA0E, and focuses on selling electric bikes and scooters to individual buyers and workplace schemes. The company does not operate a monthly subscription service for digital access or services. Instead, Pogo sells:

• Electric bicycles and scooters (single retail purchase).
• Warranties and service plans attached to product sales.
• Workplace bike-to-work scheme participation.
• Delivery and after-sales repair services.

This distinction matters because your cancellation rights differ depending on whether you ordered a product, added a warranty, or entered a service agreement. Stopee helps you identify which applies to your situation so you can enforce the right remedy.

Common reasons irish customers cancel pogo orders

Customer feedback and user reports show that people seek cancellation or refunds from Pogo for several consistent reasons. Understanding why you want to cancel helps you frame your case to the company and know which consumer law applies to you.

• Product arrived faulty, damaged or not as described in the listing.
• Delivery took longer than stated or promised.
• The e-bike or scooter did not fit expectations or your actual needs.
• Unexpected or disputed charges were added (especially on workplace schemes).
• After-sales repair or warranty support was slow or unhelpful.
• You changed your mind within the statutory cooling-off period after ordering online.
• Customer service did not resolve a complaint fairly.

If any of these sound familiar, you have legal ground to cancel, return the product, or request a refund under Irish consumer law. Stopee will show you how to act on that right.

Your consumer rights when cancelling a pogo purchase in ireland

Irish law gives you strong protections when you buy from Pogo, especially if you ordered online or from a distance. Here are the key rights you can use to enforce cancellation or a refund.

Distance contract cancellation (the 14-day cooling-off period)

If you ordered your Pogo e-bike or scooter online or by telephone, you have a legal right to cancel within 14 calendar days of receiving the product, even if nothing is wrong. This is called the cooling-off period under the Consumer Rights Act 2022 and EU distance contract rules that still apply in Ireland.

To use this right, you must notify Pogo of your cancellation in writing (email counts) within 14 days. You are responsible for returning the product at your own cost, unless Pogo agrees otherwise. Once Pogo receives the returned item, the company must refund your money within 14 days. Stopee advises sending your cancellation email directly to Pogo's customer service address so you have proof of notification.

Pro tip: Keep your order confirmation email and the tracking number from the parcel carrier. These prove the date you received the item, which starts the 14-day clock.

Faulty goods or goods not as described

Under the Consumer Rights Act 2022, if your e-bike arrived broken, missing parts, or different from how it was advertised, you have the right to ask Pogo for a repair, a replacement, or a refund. You have up to 6 years from the date you received the product to claim these remedies (though you should act quickly-within 30 days is best practice).

If the fault is significant, Pogo cannot charge you for a return. If Pogo refuses to repair or replace the item within a reasonable time, you can request a refund of the full purchase price. Stopee recommends sending photos of the damage and a detailed description to Pogo so the company understands the problem.

Unfair contract terms and misleading information

If Pogo's terms and conditions include unfair clauses (for example, refusing refunds for faulty goods or hiding cancellation fees), those terms are not binding on you under Irish law. Similarly, if the listing or advertisement misled you about the product, the company cannot rely on small-print disclaimers to avoid a refund.

You can challenge unfair terms in writing to Pogo and escalate to the Revenue Commissioners' Consumer Rights Directorate if the company does not back down. Stopee has helped many Irish consumers use this leverage to overturn unreasonable cancellation denials.

Escalation: the revenue commissioners' consumer rights directorate

If Pogo refuses your cancellation or refund request and you believe you have legal grounds, you can file a complaint with the Revenue Commissioners' Consumer Rights Directorate in Dublin. This is Ireland's statutory consumer authority. You can submit your complaint online at consumerhelp.ie or contact the Directorate directly.

The Directorate can investigate the company, issue a compliance order, or refer the case to the courts. This is a free service and carries weight because Pogo knows the Directorate has enforcement powers. Stopee advises including a copy of your cancellation request, Pogo's response (or non-response), and evidence of the problem when you file your complaint.

How to cancel your pogo order or service agreement

Follow these steps to formally cancel your Pogo purchase and request a refund.

Step-by-step cancellation process

1. Gather your order details.
   • Find your order confirmation email from Pogo.
   • Note your order number, the date you received the product, and the purchase price.
   • Take photos of any damage, missing parts, or defects.
2. Identify your cancellation ground.
   • Did you order within the last 14 days? Use the cooling-off right.
   • Is the product faulty or not as described? Use the goods remedy right.
   • Do you dispute a charge (especially workplace scheme fees)? Check your terms and contact support.
3. Write a clear cancellation email to Pogo.
   • Use the subject line: "Cancellation request-Order [your order number]".
   • State which law applies: "I am exercising my right to cancel under the Consumer Rights Act 2022 (cooling-off period)" or "My product is faulty under the Consumer Rights Act 2022 and I request a refund".
   • Keep the email brief, factual and polite.
   • Include your order number, order date, and the date you received the item.
   • If the product is faulty, describe the fault and attach photos.
   • State your preferred resolution: refund, replacement, or repair.
   • Ask Pogo to confirm receipt and commit to a response date.
4. Send your email to Pogo's customer support address.
   • Locate Pogo's contact email on the company's website or order confirmation.
   • Send from an email account you can access again (you may need proof later).
   • Use registered or certified email if Pogo does not reply within 5 business days.
5. Prepare to return the product (if cancelling within 14 days or if Pogo offers a refund for faulty goods).
   • Pack the e-bike or scooter securely in its original box if possible.
   • Include all accessories, cables, charger and documentation that came with it.
   • Arrange courier collection or drop-off; keep the tracking number.
   • Warning: Do not pay for return postage unless Pogo agrees in writing that the company will reimburse you (it must reimburse you for faulty goods).
6. Track the return and follow up with Pogo.
   • Once the courier shows delivery, send Pogo another email with the tracking number and request a refund confirmation.
   • Pogo must refund you within 14 days of receiving the item.
   • Check your bank account for the refund credit.
7. Escalate if Pogo does not refund within the deadline.
   • Send a final demand email stating: "I have not received my refund within 14 days as required by law. If you do not process the refund within 5 business days, I will file a complaint with the Revenue Commissioners' Consumer Rights Directorate."
   • If no refund arrives, file a complaint at consumerhelp.ie.

Pro tip: Save every email you send and receive from Pogo. These form your evidence trail and will be crucial if you need to escalate to the Revenue Commissioners or a court.

Cancelling a service or warranty plan with pogo

If you added a warranty, repair plan, or service agreement to your e-bike purchase, cancellation may follow different rules. First, check your contract terms to see if you have a cooling-off right or a cancellation clause. Many service plans allow cancellation within 30 days if the product has not yet been serviced.

Write to Pogo with the same clarity you would use for a product cancellation: state your cancellation right, include your contract number and the service name, and ask for a pro-rata refund of any unused fees. Stopee advises keeping your service plan documents so you can reference the exact terms.

Pogo refunds and what to expect after you cancel

Understanding the refund timeline and what to expect helps you stay calm and focused while waiting for your money.

Refund timelines and payment methods

Under Irish law, Pogo must refund you within 14 days of receiving a returned product or of acknowledging your cancellation (whichever applies). The refund will go back to the original payment method-usually your debit or credit card account. If you paid by card, the credit should appear on your statement within 5 to 10 business days after Pogo processes the refund, depending on your bank.

If you paid by bank transfer, the refund may take longer. Ask Pogo to confirm the refund amount and the bank details where it will go. Stopee recommends checking your online banking regularly so you spot the credit as soon as it lands.

Warning: If 14 days have passed since Pogo received your return and you still see no refund, contact your bank to trace the payment. Pogo may have delayed or rejected the refund without telling you.

What happens to delivery fees and return costs

If Pogo charged you a delivery fee when you placed your order, that fee must be refunded as part of your cancellation refund under the cooling-off right. If you are returning a faulty product, Pogo must pay for the return postage-you should not pay out of pocket. If the product is not faulty and you are cancelling for personal reasons within 14 days, you bear the return cost, but Pogo reimburses the original delivery fee.

What to do if the refund does not arrive

If 14 days have passed since Pogo received your return parcel and you have not seen the refund, take these steps:

1. Email Pogo again with the subject "Refund not received-Order [number]". Include the tracking number showing Pogo received the parcel and ask for a refund status update.
2. Wait 3 business days for a response. If Pogo does not reply, send a final notice stating you will file a complaint with the Revenue Commissioners within 7 days if the refund is not processed.
3. If the refund still does not arrive, file a complaint at consumerhelp.ie. Provide your order number, the date Pogo received the return, and proof that 14 days have passed.
4. Contact your bank's chargeback or dispute team if Pogo ignores the Revenue Commissioners' inquiry. You may recover the money through your payment provider.

Common mistakes when cancelling pogo purchases and how to avoid them

Many Irish customers make small but costly errors during the cancellation process that delay refunds or weaken their case. Here are the traps Stopee has seen most often, and how to sidestep them.

Mistake 1: waiting too long to cancel within the 14-day window

The 14-day cooling-off period starts from the day you receive the product, not the day you order it. Many people assume they have 14 days from purchase and miss the deadline. Always count 14 calendar days from delivery-weekends and public holidays count. If day 14 falls on a Sunday, you can cancel on Monday. Mark your calendar and send your cancellation email early, ideally by day 10.

Mistake 2: calling pogo instead of sending a written cancellation

Phone calls leave no record. Pogo staff may promise to cancel your order, but if nothing happens, you have no proof you asked. Always email your cancellation request to Pogo's official customer support address. Email creates a date-stamped record that holds up if you need to escalate to the Revenue Commissioners.

Mistake 3: paying return postage yourself

For faulty goods, Pogo must cover the return cost under Irish law. If a staff member tells you to pay and claim it back, politely refuse and escalate. For non-faulty cancellations within 14 days, you do bear the return cost-but never pay Pogo upfront and expect a refund. Arrange the courier yourself and keep your receipt so you can offset it against any disputed amounts later.

Mistake 4: returning the product without tracking

If you return the e-bike without a tracking number or proof of delivery, Pogo can claim it never arrived. Always use a courier that provides a tracking ID and take a screenshot of the receipt. When the parcel reaches Pogo's warehouse, forward the tracking confirmation to Pogo in an email as evidence.

Mistake 5: accepting a partial refund or store credit instead of a cash refund

If Pogo offers you store credit or a discount on a future purchase instead of a refund, decline it. You have a legal right to your money back, not a voucher. If Pogo refuses to issue a cash refund, that is a breach of the Consumer Rights Act 2022 and is grounds for a complaint to the Revenue Commissioners.

Mistake 6: not keeping copies of all emails

The moment Pogo stops replying, many customers assume the case is closed or they have been forgotten. In fact, your emails are your evidence. Print or screenshot every message you send and every response (or lack of response) from Pogo. These form the backbone of your Revenue Commissioners complaint if escalation becomes necessary.

Pricing and refund comparison for pogo purchases

Use this table to estimate your refund based on the stage of your cancellation and what fees apply.

Pogo contact details and where to send your cancellation

To cancel your Pogo purchase or service, send your written request directly to the company at the address below. Stopee recommends using email because it is faster and leaves a date-stamped record.

Pogo enterprises limited contact information

Registered address: Apartment 21, Oak Hall, Larkfield View, Dublin 18, D18 EA0E, Ireland.

Visit the Pogo cycles or LetsCycle website to locate the current customer support email address. If no email is listed, call the company and ask for the cancellations department, then follow up with a formal email repeating what you discussed on the call.

Pro tip: Check your original order confirmation email-it often contains a dedicated customer service address or support portal link.

Escalation contact: revenue commissioners' consumer rights directorate

If Pogo does not respond to your cancellation request or refuses a refund you believe you are entitled to, file a complaint with Ireland's consumer authority at consumerhelp.ie or contact the Directorate directly.

Stopee has guided thousands of Irish consumers through Revenue Commissioners complaints and knows this process works: the Directorate takes your case seriously and often resolves disputes that companies refuse to settle voluntarily.

Next steps: using stopee to track your cancellation

Cancelling a Pogo purchase can feel frustrating if the company does not respond quickly or if you are unsure whether your legal rights apply. Stopee is designed to help you cut through the confusion, enforce your rights, and track your refund from start to finish.

At Stopee, we maintain up-to-date information on how Irish companies handle cancellations and refunds. We flag companies known for slow responses, help you draft cancellation emails that actually get results, and remind you of the key dates in your cooling-off period or faulty goods claim. If you are cancelling Pogo or any other Irish service, Stopee keeps you on track and empowered.

Save this guide, use the step-by-step process, and remember: you have legal rights. Pogo must honor them. If the company refuses, the Revenue Commissioners will back you up. Stopee has helped thousands of consumers cancel difficult purchases and secure refunds-and we are here to help you too.