Welcome to our Frequently Asked Questions page. We try to answer all of the common questions here for your convenience. If something isn't clear or hasn't been answered, or if you have any special requirements, please contact us.
These FAQs were last updated: 1-Jun-2011 - 61 FAQs!
Segway Personal Transporters
- What is a Segway Personal Transporter / Segway PT?
- Are they difficult to ride?
- Is riding a Segway PT really so much fun?
- How much do they cost to buy?
- Are Segway PTs legal?
- How fast can they go?
- How far can they go?
- Where can I find out more about Segway PTs?
Segway Smiles Limited
- What are your opening hours?
- Why do I get voicemail every time I call?
- How quickly will you answer my email?
- What is a spam code?
- Are there currently any vacancies?
- What if I have a complaint?
- What does "Segway Authorised" mean (re: tours and dealers)?
Safety
- Is riding a Segway PT dangerous?
- Do I really need to wear a helmet?
- Can I wear my own helmet?
- Do I have to wear knee/elbow pads?
- Is there a safety/training video?
Restrictions
- What are the age limits?
- What are the weight limits?
- I'm under 18 years old, do I need an adult to be present with me?
- What is your cancellation policy?
- What other restrictions are there?
On The Day
- Why do I need to sign a disclaimer?
- Where are you based?
- What if the weather is bad?
- How fast will we go?
- What if I can't do it?
- How long do the experiences last?
- Can I bring along some spectators?
- Is there any secure storage for bags and other items?
- Are there toilets available?
- Can I take photos/videos?
- Can I bring my own Segway PT along?
- What if I cancel? / What if I am ill?
- What if I lose my receipts/booking confirmation?
- What type of clothing should I wear?
- Will I get muddy/dirty?
- What kind of footwear should I wear?
- What time should I turn up?
- What if I'm late?
- How can I prepare?
Booking
- What is the maximum number of riders?
- Do I need a PayPal account?
- Do I really need to book in advance?
- What payment methods do you accept?
- Do you get to see my credit card details?
- How secure is your booking system?
- Do you accept cash or cheques?
- My booking wasn't confirmed - even though I paid - what should I do?
Gift Vouchers
- How can I buy a gift voucher?
- What if someone copies my voucher number?
- How are the vouchers sent? Through the post?
- How long are vouchers valid for?
- How do I use a voucher? / My voucher code doesn't fit?
- Will my voucher expire?
- Can I use more than one voucher per booking?
- How can I check the value of my voucher?
Segway Personal Transporters
A Segway Personal Transporter, or Segway PT, is the two-wheeled self-balancing mode of transportation that you can see in all of the pictures on our website. It's a remarkable combination of technology and design, the result of which is an efficient and environmentally friendly form of personal transportation, capable of moving an individual anywhere they would like to go.
They are easy to use, extremely safe and despite their green credentials, they still manage to be incredibly fun. In fact, being green has never been so much fun!
Despite their complex technology, Segway PTs are probably the easiest things to ride you will ever try. Their built-in gizmos do (almost) all of the hard work for you.
We will provide sufficient training for you to enjoy your day but in our experience, some people "get it" in 5 minutes, some people take 20.
We think so - and so do our customers. Take a look at our Smile Gallery. It's the best evidence we have that we really do provide Segway Smiles!
See our Sales page for more information on models and prices. We offer new and used models.
At present, in the UK, Segway PTs are only legal on privately owned land where the owner has granted their use. This means you cannot legally use them on public pavements and roadways. Full details can be found on the Legalise Segways website.
The maximum speed of a Segway PT is 12.5 MPH. Our experiences may have speeds limited to less than 12.5 MPH for some or all of the experience, depending on the environment they operate in. Check out our Experiences page for full details.
- What if I can't do it? ( back / top )
Lots of people feel nervous when trying something different for the very first time - especially something unusual like a Segway PT. People don't always believe just how stable they are and how simple they are to operate. Don't worry, we have coached literally thousands of people and will put you at ease very quickly.
In the extremely unlikely event of you not feeling comfortable enough to participate (after having had a reasonable try), we will happily refund your booking or re-activate your voucher.
- How far can they go? ( back / top )
Range varies between 12-24 miles. This depends on the actual model, the terrain and operating speed. The weight of the rider and any cargo also has an effect.
There are lots of on-line sources of information about Segway PTs. Segway INC's website is full of facts and figures, videos and photos. You can read about the legality of Segway PTs in the UK on the Legalise Segways website. While you are there, take some time to read The Unofficial Segway Code, a free eBook written by the Managing Director of Segway Smiles. There are a few Wikis too: Wikipedia, Segway Social.
Segway Smiles Limited
Our website is open 24 hours a day, 7 days a week, 365 days a year (366 in a leap year)! Our telephone number has a 24 hour voicemail service.
Our experiences all start at different times on different days. Check our booking page for live availability, dates and times.
We're sorry if you have difficulty getting through on the phone. We try to keep our costs down to ensure our prices are very competitive. This means we do not employ a full-time receptionist. If we are busy generating Segway Smiles, it means we cannot take your call. Please leave a message and your call will be returned as soon as possible. Alternatively, try sending us an email or book online instead. We find ourselves answering emails at all hours of the day and night! All of our contact details are on our Contacts page.
Always as quick as we possibly can. 100% of emails will be answered within 24 hours but you might just get a response within 5 minutes!
Nobody likes spam. We hate it. That's why we promise we will never spam you (see our Privacy Policy for more details on how we handle your privacy).
We protect our contact form with a simple spam code test that humans can easily pass but spambots will find difficult. Again, this means we get less spam. Less spam equals more time for focusing on the important things; it also reduces the chance of us missing a "real" email message.
Not currently - but as we grow, we look forward to offering employment to current and future Segway PT enthusiasts. Not a bad job is it?
We hope that you will never need to make a complaint - but we are only human. Therefore, from time-to-time, we accept that we may make mistakes. If you need to make a complaint, please contact us via email or letter, with full details, and we will log, review and respond to your complaint as soon as possible.
Segway Smiles is a Segway Authorised Dealer and a Segway Authorised Tour operator. This means when you deal with us, you can be sure you are dealing with a company that has access to the latest information and official products - all fully backed by warranty service and knowledgeable staff.
We work with Segway UK to ensure we meet their high standards for safety and professionalism, offering low rider-to-guide ratios, ensuring a better, more personal experience.
If you love the product, show the manufacturer your support by dealing with its official agents.
Safety
If you do not follow the guidance given during your training and the instructions from your guide, you could lose control and injure yourself, someone else or damage something. But don't panic - Segway PTs are extremely safe when used properly and we will take all reasonable steps to ensure that you do. So, relax and enjoy the experience - and consider that thousands of people use Segway PTs every day without any issues.
Yes! For your safety, it is essential that you wear a helmet. No helmet = no time on any of our Segway PTs. Our insurance company demands it and you agree to this requirement when you book.
You can bring your own helmet providing it clearly states on its label that it is compliant with the "BS EN 1078:1997" / "EN 1078" safety standards. We offer the following helmet sizes (to be measured around your head just above the eyebrows and ears): 54-58CM & 58-61CM. All of our helmets have adjustable straps and adjustable padding for comfort.
- Do I have to wear knee/elbow pads? ( back / top )
We recommend all of our riders wear knee/elbow pads. However, we only insist if the rider is under 16 years old.
- Is there a safety/training video? ( back / top )
Yes. You can view it on-line here. You will find it helpful (but not essential) if you are able to watch it prior to attending your experience.
Restrictions
Our insurance company specify a minimum age of 14.
Segway INC, the people who designed and built the Segway PT, have specified the following requirements:
Riders must weigh at least 45kg (approximately 7 stones / 100 lbs and must be are no heavier than 117kg (approximately 18 stone / 245 lbs).
If you are too heavy then the motors might not be powerful enough to keep you upright on a steep hill. If you are too light, you might not be able to brake effectively.
Yes - and they need to ride with you, too. Your disclaimer will also need to be signed by you and someone who is 18 or older. They will be responsible for you during the experience.
You need to give us 3 clear days notice in order to get a refund or alternative date. Restrictions apply - please see our terms and conditions.
- What other restrictions are there? ( back / top )
Our full terms and conditions contain the complete list of rider requirements and restrictions. Please check the "Rider Requirements" section of our terms and conditions before making your booking. If you have any questions, please ask BEFORE you make your booking.
On The Day
When your booking was made, the person who booked it agreed to our terms and conditions. The conditions stipulate that all riders have to sign the disclaimer to ensure they are aware of the risks and agree to take responsibility for their actions. Our insurance company also require that you sign the disclaimer. Therefore, if you do not sign the disclaimer on the day, you will not be allowed to participate and you will not receive a refund.
The locations of the experiences we offer are listed on our experiences page. For each site you will find detailed directions, maps and parking information.
The show must go on! Segway PTs work fine in most kinds of weather so the chances are, unless the weather is deemed a safety risk by us, the experience will continue. So if there is light rain - bring a coat - if it's windy, wrap up well. If you are not sure - and particularly if you are travelling large distances - please contact us on the day (from 08:30AM) or check our Twitter feed (also repeated at the bottom of our home page).
If bookings are to be cancelled, we will try and contact you on the morning of the event, please ensure you provide suitable contact details when you book.
The maximum speed of a Segway PT is 12.5 MPH. Some experiences may run at a reduced speed for safety reasons - for some or all of the experience.
Each experience will have a different duration based on its content. Please review our Experiences page for specific details.
Feel free, but whilst they may enjoy watching the training at the start, if the experience involves leaving the training area, they will not be able to follow.
There are no secure storage facilities available for customers. Any belongings you bring are your responsibility. We recommend you do not bring along valuable items - and never leave any valuable items on-display in your car. Your car may be unattended for some time depending on the experience.
Each site is different - please check the Experiences page for full details of available facilities. If toilets are available, remember that once an experience has started, the toilets may be left behind for the duration of the experience.
Absolutely! Bring your cameras and video cameras along. All we ask is that you don't take your pictures and footage while you are moving. There are lots of opportunities to stop or slow down to take pictures. We'll even take some for you if you would like.
We hold a licence to operate our machines with the land owner's permission. We therefore have to provide all customers with one of our Segway PTs. So please don't bring your own machine - you will not be able to join us.
If you cannot make your planned booking date and time, you should cancel your tour as soon as possible. If you cancel giving at least 3 days notice, you will receive a full refund or change of date. If you cancel with less than 3 full clear days notice, you will unfortunately not be given a refund. Restrictions apply - see our Terms and Conditions for full details.
Your receipts/confirmation will help us identify who is eligible to participate in the experience. A PayPal receipt, Segway Smiles confirmation or e-mail confirmation will be sufficient. If you lose yours, please bring some other proof of ID that will match the details of the person who booked the experience. If no receipt or ID is provided, you may lose your place(s) and will not be entitled to a refund. Contact us in advance and we may be able to re-issue the confirmation e-mail.
Please wear comfortable clothing that is appropriate for the weather. Most experiences take place outside and in almost all weather conditions. Even if it is only mildly cold, we recommend you bring along a coat and gloves to keep you warm. Remember, you will be gliding along at up to 12.5 MPH - this adds to the breeze whatever the weather.
We recommend you wear clothing that will cover your legs and arms. Maxi dresses/skirts are not a good idea if they restrict your movement or obscure your view of the Segway's platform.
It is also possible you may get some dirt on your clothes (see below).
Segway PTs are pretty good at catching crud! However, if the experience is particularly muddy or wet, then you may get some residue on your clothing. Also, if you follow the person in front too closely - you may inadvertently catch some debris from their tyres.
You may need to step off the machine in the woods so your footwear may also get a little bit muddy.
There are no recommendations other than something you feel comfortable in. Remember, you will be standing up throughout the experience. High heels are NOT a good idea!
Our experiences will start promptly - so don't be late! Aim to arrive approximately 5 minutes before your allotted time.
Please don't be late as it is very likely that you will miss your experience entirely.
If your party is the only group riding, it may be possible to start late, but the experience will always finish at the planned end time to ensure subsequent customers are not affected by your tardiness.
You don't need to do any preparation. All necessary training will be provided on the day. However, if you are interested, you can watch the full Segway PT training video on-line right now. It will help with your awareness and build the excitement.
Booking
- What is the maximum number of riders? ( back / top )
The maximum number of riders (all riding at the same time) may vary depending on the experience. Our booking system reports the actual number of available places for any particular date and time. However, we can manage larger groups by running sessions back-to-back. At present we have 6 machines (plus 1 for the guide) but we could manage a group of 12 riders by booking two slots next to each other. At half time, the riders can swap over. Non-riders can watch the training, take photographs and make use of the on-site facilities. Please contact us with your questions about making a booking for more than one slot.
- Do I need a PayPal account? ( back / top )
Absolutely not! Although we use PayPal for our payment processing, you DO NOT need to have an account with them. When you are sent to their payment screen, if you look on the left, there is an option to pay with a credit/debit card - without creating an account. You can pay this way several times before PayPal require that you create an account. Alternatively, you can call us and we can take your booking over the phone.
Of course if you already have a PayPal account, you can just sign-in to make the payment.
On-line booking closes 1 day before the day of a particular experience. For example, if you want to book a tour on a Friday, the latest you can book it on-line is Thursday.
If you are considering a last minute booking, you should give us a call. If you turn up on the day, you may be lucky - but you may be disappointed.
We accept VISA, MASTERCARD, MAESTRO, AMERICAN EXPRESS, SOLO and PayPal balances. You cannot pay us with a PayPal eCheque or foreign currency. Cash can only be accepted for last minute on-site bookings.
If you book on-line, we never see them. If you book over the phone, you will need to give us your details so we can process them. They will be entered straight into the payment system and they will not be retained. All of your details are processed by PayPal. We just receive your contact details. See our Privacy Policy for further information.
We use PayPal for all payment processing. PayPal uses SSL technology to encrypt your information and keep it safe. They employ multiple anti-fraud systems to keep your credit card information safeguarded and have several articles explaining these steps in detail on their website.
Unfortunately we cannot accept cheques for bookings unless made in advance. Cheques must be made payable to "Segway Smiles Limited". We can accept cash, but only for last minute on-site bookings.
This can happen under unusual circumstances (e.g., PayPal is running slow and takes a while to confirm your payment, or you try and pay with an eCheque or via non UK currency). Please contact us as soon as possible so we can resolve the problem. Until your booking is confirmed, your place on the experience remains open for other people to book.
Gift Vouchers
Vouchers can be purchased on-line and are "delivered" electronically via email within 5 minutes (please allow up to 30 minutes during busy times). The email will also include a link to a "Gift" page so you may generate a printable voucher.
Vouchers can only be used once. If someone manages to copy and then use your voucher code before you, you will not be able to use it. It is your responsibility to ensure no one else obtains your code.
- How are the vouchers sent? Through the post? ( back / top )
Our gift vouchers are 100% electronic, meaning they are automatically delivered to your email address almost immediately (ideal for those last minute purchases). However, each voucher email also contains a link to a presentation page where you can print the voucher to produce a physical gift. Alternatively, you could just forward the email on to the recipient.
We do not send vouchers via the post unless you contact us and specify it is essential. Vouchers often go missing in the post and can take several days to arrive.
- How long are vouchers valid for? ( back / top )
Our vouchers are all valid for 6 months from the date of purchase - please be sure to check the expiry date on your voucher after purchase.
- How do I use a voucher? / My voucher code doesn't fit? ( back / top )
If you have a Segway Smiles Ltd voucher, simply enter the code on the booking screen. Its value will be displayed and will reduce the value of your booking accordingly. Easy!
If you purchased your voucher(s) from a third-party (e.g. LastMinute.com or Virgin, etc.), the voucher(s) cannot be used to book directly online. You can check availability online but you need to post your voucher(s) to our usual address with all of the details clearly written on the back of the voucher(s).
TIP: You may wish to request several dates just in case your first choice of date/time is no longer available by the time your third-party vouchers are processed. If the date/time is important to you, send us an email and we can reserve a date/time for 5 days. This will give you time to post the voucher(s) off to us.
We will confirm back to you that your booking has been accepted so please include a valid email address and suitable contact number. Mobile numbers are recommended in case we need to contact you on the day of your booking. If you have not received a confirmation email then your booking is not secure.
Yes! All vouchers have an expiry date. After this date they cannot be used (even if only 1 day late). If you have a Segway Smiles Ltd voucher, your experience date can be after the voucher expiry date, providing the actual booking takes place before the voucher expires. This is NOT the case with third-party vouchers.
You can only add one voucher to each booking, however you can combine your vouchers together to make a single voucher with more credit. Alternatively, you could simply make one booking per voucher, i.e., book once with a voucher and then immediately book again with the next voucher.
If you have a Segway Smiles Ltd voucher, simply enter the voucher code into the booking screen and press "Check". The voucher's value will be displayed on screen.