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Terms of Use and Sale

Effective date: August 29, 2026 Company: Hands on Concepts 3 Inc., operating as Hands on Concepts ("HOC," "we," "us," or "our") Contact: info@teamhoc.com | +1 619-396-5925 Mailing and operating address: 1330 La Cresta Blvd., El Cajon, California 92021, USA

These Terms govern the HOC website, configurator, portals, custom wheelchair process, products, services, dealers, orders, and related communications.

1. Agreement to These Terms

These Terms of Use and Sale (the "Terms") govern access to and use of HOC websites, online accounts, portals, configurators, saved-build tools, messages, files, content, products, fittings, design services, repair services, and related transactions (collectively, the "Services"). They also govern quotes, orders, deposits, custom wheelchair configurations, changes, CAD drawings, approvals, manufacturing, delivery, pickup, warranty service, and purchases of components, accessories, and other products from HOC.

By accessing the Services, creating an account, saving or submitting a build, requesting a quote, paying a deposit, approving a configuration or CAD drawing, electronically signing a document, placing an order, or accepting delivery, you agree to these Terms and any order-specific quote, invoice, sign-off, warranty, or written change order that applies to your transaction. If you do not agree, do not use the Services or place an order.

If you act for another person or organization, you represent that you have authority to bind that person or organization and to provide the information submitted. "You" includes the individual user, the person who will use the product when different, and any organization on whose behalf the user acts, as applicable.

If an order-specific document expressly conflicts with these Terms, the order-specific document controls only for that conflict. Mandatory rights under applicable law always control.

2. Definitions

For these Terms:

  • Account Holder means the person or organization registered to an HOC account.
  • Authorized Submitter means a customer, intended user, caregiver, dealer, dealer employee, clinician, therapist, assistive technology professional, payer representative, or other person authorized to provide information or make decisions for a build.
  • Build means a saved configuration, submitted configuration, quote, order, wheelchair, component package, or related project represented in the Services.
  • Configuration Data means selected options, measurements, notes, photographs, uploaded files, wheel specifications, pricing, shipping details, and other information associated with a Build.
  • Custom Product means a product manufactured, modified, finished, assembled, ordered, or configured for a particular person, specification, application, or order.
  • Dealer means an organization approved by HOC as a dealer and its authorized administrators and employees.
  • Intended User means the individual for whose use a wheelchair or assistive device is configured or purchased.
  • Order means a purchase accepted by HOC in writing or through an HOC system, not merely a saved or submitted Build.
  • Portal means any HOC customer, dealer, build, messaging, document, or sign-off area.
  • Submitted Configuration means Configuration Data sent to HOC for review. Submission alone does not mean that HOC has accepted an Order.
  • Third-Party Product means a product, component, software, service, payment method, financing arrangement, carrier service, or content supplied by someone other than HOC.

3. Eligibility, Capacity, and Authority

You must be at least 18 years old and legally capable of entering contracts, or use the Services through a parent, guardian, conservator, or other authorized representative. If the Intended User is a minor or lacks legal capacity, the person accepting these Terms represents that the person has lawful authority to act for the Intended User.

You must provide complete, current, and accurate information. HOC may require reasonable proof of identity, authority, dealer affiliation, payer authorization, tax-exempt status, or legal capacity before acting on instructions or releasing information.

Nothing in these Terms authorizes a dealer employee, caregiver, clinician, payer, or other third party to override the rights of an Intended User or lawful representative.

4. Accounts and Account Security

You are responsible for safeguarding credentials, access links, one-time invitations, electronic signature links, and devices used to access your account. Do not share credentials or private links except with an authorized person. Notify HOC promptly at info@teamhoc.com if you suspect unauthorized access, loss of credentials, impersonation, or misuse.

You are responsible for activities performed through your account to the extent allowed by law. HOC may rely on authenticated instructions that reasonably appear to come from you or an authorized user. HOC may suspend access, require reverification, revoke links, or reset credentials when necessary to protect users, HOC, or the Services.

Account records, labels, permissions, and organizational relationships may be incomplete or incorrect if a user provides inaccurate information. You must review account and Build information and promptly report errors.

5. Customer, Dealer, Employee, and Managed-Client Roles

HOC may offer different account types and permissions, including direct customer, Dealer organization, Dealer administrator, Dealer employee, and Dealer-managed customer. Features and visibility may differ by role.

A Dealer administrator may be able to invite or remove Dealer employees, associate customers with the Dealer, manage organization-wide access, control pricing visibility, apply an approved Dealer price structure, designate communication preferences, and manage other Dealer settings. A Dealer employee may have access limited to that employee's own submissions unless the Dealer administrator or HOC grants broader access.

A Dealer-managed customer may be permitted to view, save, edit, or submit Builds. A Dealer administrator may restrict those permissions where allowed by law and consistent with the customer's rights. HOC may require direct confirmation from the Intended User or lawful representative for material decisions, measurements, contact permissions, CAD approval, or delivery.

Dealer-specific pricing, payment terms, no-deposit status, purchase-order requirements, tax settings, and permissions apply only after HOC approves them. Displayed Dealer pricing is not binding if an account is misclassified, an uploaded pricing file is invalid, or a price conflicts with an accepted written quote.

6. Communications and Conversation Channels

The Services may include email, Portal messages, notifications, text messages, electronic documents, Dealer-only conversations, and conversations that include the customer or Intended User.

Channel labels describe intended visibility but are not a substitute for care. Before sending a message or file, verify the selected audience. Do not place information in a shared conversation that should remain private. HOC may preserve communications for order administration, safety, support, warranty, dispute, training, security, and legal purposes.

Electronic communications are not monitored continuously and must not be used for emergencies. If there is an immediate threat to health or safety, contact emergency services. Report a product incident, suspected defect, injury, or urgent safety concern to HOC by telephone and email as soon as reasonably possible.

You consent to receive transactional communications relating to accounts, Builds, orders, payments, documents, safety, recalls, and support. Marketing communications are governed by separate consent and opt-out rules.

7. Electronic Records and Signatures

You agree that transactions may be conducted electronically and that electronic records, checkboxes, typed names, account actions, and electronic signatures may be used to evidence consent and approval. You may retain electronic records by downloading, printing, or saving them. Contact HOC before completing a transaction if you require a paper process or cannot access an electronic record.

You must not sign for another person without authority. An electronic signature or approval has the same intended effect as a handwritten signature to the extent permitted by law. HOC may record timestamps, account identifiers, IP-related security data, document versions, and audit events associated with electronic transactions.

8. Privacy and Health-Related Information

HOC's Privacy Policy explains how HOC collects, uses, retains, and discloses personal information. The Privacy Policy is incorporated by reference. If there is a conflict about privacy practices, applicable law and the Privacy Policy control.

Configuration Data may include sensitive or health-related information, including body measurements, mobility needs, photographs, fitting observations, and communications. Submit only information reasonably necessary for the Build and only when you have authority and any required consent to do so.

Use of the Services does not by itself create a physician-patient, therapist-patient, or other licensed healthcare relationship with HOC. HOC is not responsible for a Dealer's, clinician's, payer's, caregiver's, or other third party's independent privacy practices.

HOC may use de-identified or aggregated information for analytics, product improvement, training, quality, compatibility logic, demand planning, and business operations, provided it is handled in accordance with applicable law and the Privacy Policy.

9. Accessibility

HOC seeks to provide usable Services and reasonable communication alternatives. If a disability prevents you from accessing information, reviewing a document, or completing an electronic process, contact HOC at info@teamhoc.com or +1 619-396-5925. Requesting an accessible alternative will not reduce your legal rights.

10. Limited License and Acceptable Use

Subject to these Terms, HOC grants you a limited, revocable, nonexclusive, nontransferable license to use the Services for legitimate evaluation, configuration, purchase, support, and account-management purposes.

You may not:

  • access or use the Services unlawfully, fraudulently, deceptively, or in a manner that harms another person;
  • impersonate another person, misstate authority, or submit information without permission;
  • scrape, crawl, harvest, index, copy, reverse engineer, probe, or extract product, pricing, compatibility, customer, or account data except through normal authorized use;
  • bypass access controls, private tokens, account restrictions, configuration logic, edit locks, rate limits, or security measures;
  • upload malware, malicious code, unlawful content, or material that infringes rights;
  • interfere with availability, integrity, performance, or security;
  • use HOC designs, drawings, product data, images, or content to manufacture competing or derivative products without written permission; or
  • assist another person in doing any prohibited act.

HOC may investigate suspected misuse and preserve or disclose relevant information when reasonably necessary to protect safety, enforce these Terms, comply with law, or respond to lawful process.

11. HOC Content and Intellectual Property

The Services and all HOC-provided content, including names, logos, photographs, videos, text, option descriptions, pricing structures, compatibility rules, software, interfaces, drawings, CAD files, manufacturing methods, specifications, product configurations, and documentation, are owned by HOC or its licensors and are protected by intellectual property and other laws.

No sale transfers ownership of HOC intellectual property. Unless HOC agrees otherwise in writing, drawings, models, CAD data, jigs, fixtures, manufacturing files, and engineering work product remain HOC property even when developed for a particular Order. A customer receives the product and any expressly identified deliverables, not HOC's underlying production files or methods.

HOC names and marks may not be used without written permission. Dealers may use approved HOC materials only under current Dealer instructions and must stop when approval or Dealer status ends.

12. User Content, Photographs, and Feedback

You retain ownership of content you submit, subject to the rights necessary for HOC to provide the Services. You grant HOC and its contractors a worldwide, nonexclusive, royalty-free license to host, copy, process, transmit, display internally, adapt, and use submitted content as reasonably necessary to configure, quote, design, manufacture, deliver, service, document, or support a Build; comply with law; protect safety; and improve the Services.

You represent that you have the rights and consents necessary to submit the content and authorize those uses. Do not upload confidential third-party information, copyrighted material, or images of a person without authority.

HOC will not use an identifiable customer's name, likeness, testimonial, or finished product for public marketing without separate permission, except as allowed by law. Suggestions and nonconfidential feedback may be used without restriction or compensation, but this does not transfer ownership of a customer's preexisting intellectual property.

13. The Configurator Is a Planning and Communication Tool

The online configurator is designed to help communicate preferences, compare options, estimate pricing, save saved configurations, and submit Configuration Data. It is not an automated medical prescription, engineering approval, manufacturing acceptance, or guarantee that a combination is safe, available, compatible, reimbursable, or appropriate for a particular person.

Compatibility logic, required selections, pricing, images, dimensions, descriptions, and availability may contain errors or may change. Visual renderings and color swatches are illustrative. Displays, lighting, materials, production variation, supplier changes, and finishing processes can affect appearance. Images may show accessories, prototypes, or combinations not included in a quoted price.

HOC may correct errors, reject an incompatible or unsafe combination, recommend changes, substitute an equivalent component with approval when appropriate, or require additional information. If a material correction affects an accepted Order, HOC will seek approval or provide remedies required by law.

A saved configuration is not an Order, does not reserve inventory or pricing, and may become incompatible as products change. A Submitted Configuration is a request for review and does not bind HOC to manufacture or sell.

14. Fitting, Measurements, and Intended Use

Custom wheelchair performance and fit depend on accurate measurements, current physical presentation, transfer method, posture, strength, range of motion, skin integrity, weight distribution, environment, transportation, accessories, and intended activities. HOC's process is collaborative and may include testing, observation, fitting, adjustment, and feedback. No single form, image, algorithm, or remote communication can replace all information relevant to an individual fit.

You and each Authorized Submitter must:

  • provide complete and accurate measurements and identify who took them, when requested;
  • disclose material intended uses, terrain, transfer methods, transportation methods, weight requirements, medical or functional considerations, and equipment interfaces that may affect fit or safety;
  • promptly report changes before manufacturing;
  • review all old and new measurements, notes, specifications, and CAD dimensions;
  • ask questions about anything unclear; and
  • participate in fittings, trials, or verification reasonably requested by HOC.

HOC may rely on information provided by you or an Authorized Submitter, but HOC remains responsible for duties that applicable law does not permit it to disclaim. Approval of data does not waive mandatory fit, defect, warranty, or safety rights.

You must not use a product beyond its labeled, documented, or agreed intended use. Athletic, competitive, beach, off-road, power-assist, vehicle-seating, transport, and other specialized uses may require a specifically designed product and separate instructions.

15. Dealer, Clinician, Caregiver, and Payer Submissions

An Authorized Submitter who provides information or approvals for an Intended User represents that the submitter has authority, has consulted the Intended User to the extent practicable, and has not knowingly withheld material information. The Authorized Submitter must preserve the Intended User's choices and legal rights.

Dealers and clinicians exercise independent professional and business judgment. Unless a written agreement states otherwise, they are not HOC employees or agents and cannot make promises, warranties, clinical determinations, refunds, pricing commitments, or modifications on HOC's behalf.

HOC may communicate directly with the Intended User or lawful representative to verify measurements, preferences, consent, sign-off, safety information, or delivery. Dealer communication settings do not prevent contact required by law, safety, warranty administration, or the Intended User's request.

16. Quotes, Estimates, Pricing, and Product Changes

Configurator prices are estimates unless stated otherwise. A binding price is established only by an accepted written quote, sales order, invoice, or other written Order confirmation from HOC. Prices may exclude taxes, duties, shipping, delivery services, fitting, travel, engineering, custom fabrication, special finishes, third-party fees, payment processing, or later change orders unless expressly included.

HOC may correct typographical, calculation, configuration, pricing, inventory, or system errors before accepting an Order. If HOC discovers a material error after acceptance, HOC may seek written agreement to a correction or cancel and refund the affected unperformed portion, subject to applicable law.

Quotes expire on the stated date or, if none is stated, 30 days after issuance. Supplier prices, exchange rates, duties, availability, and specifications may change. HOC may discontinue products or options. An equivalent substitution requires customer approval when it materially affects fit, function, appearance, price, warranty, or delivery.

Dealer price displays may reflect a Dealer-created price structure rather than HOC's direct price. HOC is not responsible for a Dealer's independent markup, discount, reimbursement representation, or invoice unless HOC issued or expressly adopted it.

17. Taxes, Exemptions, Duties, and Fulfillment

Prices do not include sales, use, excise, value-added, customs, import, brokerage, or similar charges unless shown. HOC will collect taxes it determines it is required to collect based on applicable law, delivery location, pickup location, product classification, exemption documentation, and transaction facts.

Pickup in California, shipment within California, shipment outside California, exports, Dealer resale, and payer-funded transactions may receive different tax treatment. A customer or Dealer claiming an exemption or resale status must provide valid documentation before invoicing. The customer remains responsible for taxes, duties, or government charges not collected by HOC, except taxes imposed on HOC's net income.

HOC may place an Order on hold while tax or fulfillment information is reviewed. A displayed tax estimate is not a legal determination and may be corrected before final invoicing.

18. Order Requests, Acceptance, and Refusal

An Order is not accepted merely because you submit a Build, receive an automated acknowledgment, sign a preliminary document, or provide payment information. HOC accepts an Order when HOC issues a written acceptance, countersigned sales order, accepted invoice, production authorization, or other clear confirmation.

HOC may decline or condition an Order for legitimate reasons, including safety, incompatibility, incomplete information, inability to manufacture, suspected fraud, sanctions or export restrictions, unpaid balances, unavailable materials, abusive conduct, legal or regulatory concerns, or lack of required authorization. If HOC declines an unperformed Order, HOC will refund amounts as required by law and the applicable written agreement.

HOC may require additional measurements, photographs, files, fitting appointments, clinical input, funding approval, a purchase order, tax documentation, or a signed CAD approval before acceptance or production.

19. Deposits, Payment, and Financing

Unless HOC agrees otherwise in writing, custom wheelchair Orders require the deposit shown in the quote or invoice. HOC's standard deposit may be $1,500, but the applicable Order document controls. A deposit is credited toward the total Order price and is not an extra charge.

Subject to mandatory cancellation, fit, warranty, and refund rights, a deposit may become nonrefundable after HOC begins fitting, engineering, CAD, procurement, custom fabrication, or other order-specific work. HOC must disclose the applicable deposit and cancellation terms before payment. A deposit will not be retained when applicable law requires its return, including when a qualifying assistive-device sale is rescinded under mandatory California fit-warranty rights.

Balances are due as stated on the invoice or Order. HOC may pause design, procurement, production, shipment, delivery, or release while amounts are overdue or payment authorization is incomplete. To the extent permitted by law and disclosed in advance, overdue business-account amounts may accrue reasonable collection costs or finance charges.

You authorize HOC and its payment processors to process approved charges. Chargebacks must not be used to avoid a good-faith dispute process. This does not limit lawful cardholder rights.

20. Insurance, Grants, Government Benefits, Purchase Orders, and Third-Party Funding

HOC does not guarantee coverage, authorization, reimbursement, coding, eligibility, grant approval, tax treatment, or payment by an insurer, government program, employer, foundation, Dealer, or other payer. Prior authorization is not a guarantee of payment.

Unless HOC expressly accepts direct-payment responsibility in writing, the customer or ordering organization remains responsible for all charges not paid by a third party. HOC may require deposits, proof of authorization, a purchase order, assignment documentation, or other financial assurances.

An approved no-deposit Dealer status is a revocable credit accommodation, not a waiver of payment. HOC may change or withdraw credit terms prospectively, place Orders on hold, apply credit limits, or require deposits when risk, payment history, authorization, or account status changes.

You must provide truthful information to payers and promptly disclose changes that may affect coverage. HOC will not alter records, diagnoses, dates, prices, product descriptions, or other information to obtain improper payment.

21. Configuration Review and Change Control

Each Submitted Configuration should be assigned a version. You are responsible for reviewing the latest version identified by HOC, not an older saved configuration, screenshot, email, or browser copy. HOC may preserve prior versions and change history for safety, quality, warranty, and dispute records.

Submitting an edit does not silently replace an accepted Order. A requested edit becomes part of the Order only after HOC accepts it in writing or issues an updated confirmation. HOC may require a new quote, change order, deposit, measurement review, CAD drawing, or sign-off.

Material changes may affect compatibility, structural design, price, weight, appearance, delivery, warranty, reimbursement, and prior approvals. An unchanged option may still be affected by another change. You must review the complete updated configuration, not only highlighted differences.

HOC may classify changes for workflow purposes, such as measurement change, frame change, component change, color or finish change, accessory change, multiple changes, or no changes detected. Automated classifications are administrative aids and do not replace human review.

22. CAD Drawings, Renderings, and Sign-Off

CAD drawings, shop drawings, measurement diagrams, renderings, and specifications are tools for communicating design intent. Unless expressly stated, they are not certified architectural or engineering documents for third-party use.

Before signing, the approver must review all dimensions, notes, options, clearances, orientation, appearance, interfaces, and Intended User information shown or incorporated by reference. The approver must identify errors or omissions. If the approver cannot evaluate a technical item, the approver must ask HOC or an appropriate qualified professional before signing.

A CAD or configuration sign-off authorizes HOC to rely on the approved version and proceed. It does not waive non-waivable rights, excuse a defect, authorize HOC to depart from the approved specifications without consent, or eliminate HOC's obligations under applicable law.

If a later version affects an approved item, HOC may require a new sign-off. Previous sign-offs remain part of the record but do not control over a later properly approved configuration change.

23. Change Orders and Manufacturing Locks

Changes become progressively more restricted as work advances. HOC may lock some or all fields when engineering, material procurement, cutting, bending, welding, machining, finishing, assembly, or other production has begun. The Portal's edit state is an administrative indicator and does not guarantee that a requested change can be made.

As a general workflow, structural geometry, frame design, folding-frame design, front-end geometry, seating geometry, measurements, welded features, wheel interfaces, and other fabrication-dependent selections may become locked when laser cutting or comparable fabrication begins. At finishing, including cleaning, blasting, Cerakote, coating, or baking, HOC may lock all selections. The actual status of the specific Order controls.

Some components that do not affect completed fabrication may remain changeable longer, but only if compatible and available. HOC may reject any late change that creates safety, quality, regulatory, timing, cost, or rework concerns.

An accepted late change may require:

  • a written change order;
  • additional engineering or rework charges;
  • payment before work resumes;
  • revised timing;
  • a new CAD or configuration sign-off;
  • replacement of already purchased or fabricated items; and
  • acknowledgement that visible evidence of rework may be unavoidable when permitted by quality standards.

HOC will not implement a requested change until it is accepted through the required process. Messages or verbal requests alone may be insufficient.

24. Special Requests, Cerakote, Colors, and Custom Finishes

Special requests are requests for review, not accepted requirements. HOC may decline a request or offer it through a separate quote. Acceptance may require additional cost, lead time, testing, maintenance, or limitations.

Cerakote, anodizing, paint, polish, carbon fiber, upholstery, natural materials, printed materials, and other finishes may vary by batch, substrate, texture, lighting, screen display, supplier, preparation, and geometry. Minor variation that does not make the product defective or materially depart from the approved specification is not a failure to conform.

Custom color matching is approximate unless HOC expressly accepts a defined standard and tolerance in writing. Finishes may wear, fade, scratch, chip, stain, oxidize, or change with normal use, cleaning, impacts, sunlight, chemicals, sweat, salt, sand, or weather. Care instructions must be followed.

25. Production and Delivery Estimates

Production, ship, delivery, fitting, and completion dates are estimates unless HOC expressly guarantees a date in writing. Custom manufacturing depends on approvals, materials, supplier performance, staffing, quality review, rework, carrier service, payer action, and events beyond HOC's reasonable control.

HOC will use commercially reasonable efforts to communicate material delays. A delay does not automatically entitle a customer to cancel a Custom Product after order-specific work has begun, except where the Order or law provides otherwise.

Time is not of the essence unless an authorized HOC representative expressly agrees in a signed writing.

26. Cancellation, Returns, Exchanges, and Refunds

26.1 Noncustom Products

Unused, noncustom products may be returned only under HOC's published Return Policy in effect when purchased. The policy should state the return window, required condition, original packaging requirements, shipping responsibility, restocking terms, exclusions, and refund method. Defective or nonconforming products remain subject to applicable warranty and statutory rights regardless of a discretionary return policy.

26.2 Custom Products

Because Custom Products are made or procured for a particular Build, they generally cannot be canceled, returned, or exchanged for preference changes after HOC begins order-specific work. This rule is subject to the Order, HOC's written approval, and all mandatory rights.

26.3 Mandatory Fit and Warranty Rights

Nothing in these Terms limits a right to adjustment, replacement, rescission, refund, repair, or other relief that cannot lawfully be waived. California purchasers of qualifying assistive devices may have specific fit-warranty rights described in Part II. Those rights may require adjustment, replacement, or a prompt full refund without a charge, penalty, or fee if statutory conditions are met.

26.4 Cancellation Calculation

When cancellation is permitted but a full refund is not legally required, HOC may deduct or charge amounts expressly allowed by the Order and law for completed services, nonreturnable materials, custom components, committed third-party charges, and reasonable order-specific work. HOC should provide a written calculation. HOC will not impose a cancellation charge that applicable law prohibits.

26.5 Statutory Cooling-Off Rights

Certain transactions completed at a home, workplace, temporary location, or other covered place may carry statutory cancellation rights. HOC will provide and honor required notices. Nothing in these Terms shortens a mandatory cancellation period.

27. Shipping, Delivery, Pickup, Title, and Risk of Loss

Shipping charges, carrier, service level, delivery method, insurance, duties, and destination must be stated in the Order or invoice. Unless law or a written Order states otherwise, title and risk of loss pass according to the applicable shipping terms and commercial law. This clause does not eliminate HOC's responsibility for proper packaging, a nonconforming shipment, or mandatory consumer remedies.

You must provide a complete deliverable address, disclose access restrictions, and arrange a responsible adult to receive high-value or signature-required shipments. Additional charges caused by incorrect addresses, refused delivery, storage, redelivery, special handling, or failed appointments may be charged when disclosed and permitted.

For pickup, HOC may require identification, payment completion, and an authorized recipient. Pickup at HOC's location does not by itself waive fitting, inspection, warranty, or statutory rights.

Do not discard packaging before inspecting the shipment. Photograph visible carton damage and product damage and notify the carrier and HOC promptly. Failure to give prompt notice may affect a carrier claim but does not waive rights that cannot be waived.

28. Inspection, Initial Setup, and Acceptance

Upon receipt, inspect the product for shipping damage, missing items, configuration errors, loose or damaged components, and obvious safety concerns before use. Do not use a product that appears damaged, unstable, incorrectly assembled, or unsafe.

Initial setup, fitting, tire pressure, axle adjustment, caster alignment, brake adjustment, upholstery tension, fastener torque, seating installation, and accessory positioning may require a qualified person. Follow HOC and component-manufacturer instructions.

Use, signature at delivery, or failure to report an issue does not waive latent-defect, warranty, fit, or other non-waivable rights. Prompt reporting helps HOC investigate and correct issues.

29. Safe Use and User Responsibilities

Wheelchairs and mobility products involve risks of falls, tipping, collision, entrapment, pressure injury, component failure, transfer injury, loss of control, and harm from misuse or unsuitable environments. No configuration eliminates all risk.

The user and caregivers must:

  • read and follow product, component, maintenance, transport, battery, charger, and safety instructions;
  • obtain training appropriate to the product and user's abilities;
  • perform routine pre-use checks and scheduled maintenance;
  • keep fasteners, wheels, tires, axles, casters, brakes, seating, anti-tips, electronics, and accessories in serviceable condition;
  • stop use and contact HOC or a qualified service provider if damage, unusual movement, noise, looseness, cracking, instability, brake failure, electrical issue, or other unsafe condition appears;
  • use appropriate transfer assistance and protective equipment;
  • comply with weight, terrain, speed, weather, slope, transport, and compatibility limits; and
  • keep body parts, clothing, straps, bags, and objects clear of moving or pinch areas.

Do not make structural alterations, weld, drill, heat, bend, grind, or modify critical components without written authorization. Nothing here prohibits lawful repair choices. Warranty coverage may be denied only for a condition actually caused by improper installation, unauthorized or unreasonable use, incompatible parts, or modification, to the extent allowed by law.

30. Vehicle Transportation and Occupied Transit

A wheelchair is not automatically approved for use as a seat in a motor vehicle. Use only products, tiedown points, seating systems, belts, head supports, and transport procedures specifically labeled and approved for the intended transportation method. Vehicle-mounted securement and occupant-restraint systems must be installed and used by qualified persons according to their manufacturers' instructions.

Do not rely on a wheelchair positioning belt as a motor-vehicle occupant restraint unless expressly rated and instructed for that use. HOC is not responsible for a third party's vehicle conversion, securement system, lift, ramp, restraint, or installation, except to the extent HOC supplied or performed it and law imposes responsibility.

31. Third-Party Products and Services

Third-Party Products may carry their manufacturer's warranty, instructions, and limitations. HOC will pass through transferable warranty rights and provide available information as required by law. HOC does not expand a third party's warranty merely by reselling or integrating its product, but HOC remains responsible for HOC's own selection, integration, installation, representations, and duties under applicable law.

Third-party websites, payment processors, carriers, insurers, funding sources, signature providers, and communication tools are operated by others. Their separate terms and privacy practices may apply. HOC is not responsible for an independent third party's outage or misconduct, except where law or HOC's own conduct creates responsibility.

32. Warranty Framework and Mandatory Rights

Products are covered by the written warranty delivered with the product, any applicable component warranty, and mandatory law. The applicable warranty is incorporated into these Terms. If HOC offers a written consumer warranty, it will be identified as "Full" or "Limited" as required and made available before sale.

For qualifying wheelchairs sold in California, mandatory law may require at least a one-year written express warranty against defects for a new wheelchair and a specific assistive-device fit warranty. The separate Hands on Concepts Limited Lifetime Frame Workmanship Warranty and any mandatory jurisdiction-specific warranty delivered with the product control.

HOC does not disclaim or limit implied warranties, fit rights, repair duties, refund rights, product-liability obligations, or remedies to the extent such disclaimer or limitation is prohibited. Any duration limit on an implied warranty applies only if permitted by law and validly disclosed.

Descriptions, affirmations of fact, approved specifications, and samples can create enforceable obligations even without the word "warranty." HOC staff and Dealers must not make unapproved performance promises or medical outcome guarantees.

33. Warranty Exclusions and Conditions

To the extent permitted by the applicable written warranty and law, warranty coverage may exclude a condition caused by:

  • accident, collision, abuse, misuse, neglect, or unreasonable use;
  • use outside stated weight, terrain, environmental, transport, or operating limits;
  • normal wear items and cosmetic wear, when clearly identified;
  • failure to inspect, maintain, clean, or adjust as instructed;
  • corrosion, contamination, chemicals, salt, sand, fire, flood, or improper storage;
  • installation of an incompatible component or accessory;
  • alteration, repair, or modification that actually causes the claimed problem;
  • use of a charger, battery, wheel, tire, axle, fastener, seating system, or other component contrary to instructions; or
  • failure to stop use after an unsafe condition becomes apparent, to the extent that continued use causes additional damage.

Using an independent repair provider or non-HOC part does not by itself void a warranty. HOC may deny coverage for damage shown to have been caused by improper service, an incompatible part, or an unauthorized or unreasonable modification.

34. Warranty and Service Claims

To request service, contact HOC promptly and provide the customer name, Build or serial number, delivery date, description of the issue, photographs or video when safe and reasonable, relevant maintenance or incident information, and current contact details.

HOC may inspect the product, request return of a component, arrange remote troubleshooting, direct the product to an authorized facility, or provide another lawful remedy. Do not ship a complete wheelchair or hazardous battery without instructions.

HOC will pay transportation, repair, replacement, or other costs when required by the warranty or law. When a California consumer cannot reasonably return nonconforming goods because of size, weight, attachment, installation, or the nature of the nonconformity, mandatory transportation and service rules may apply.

Repairs or modifications outside warranty require approval and may be quoted separately. HOC may retain removed defective components when replaced, except where law or a written agreement provides otherwise.

35. Safety Complaints, Incidents, and Recalls

Immediately stop using a product when continued use may cause injury or damage. Report deaths, serious injuries, suspected malfunctions, fires, battery events, structural failures, loss of control, or recurring safety issues to HOC as soon as reasonably possible. Seek emergency care first when needed.

HOC may collect and retain incident information, inspect or request return of a product, communicate with manufacturers, Dealers, clinicians, insurers, regulators, or safety authorities, and take corrective action as required by law. Cooperate with reasonable recall, correction, inspection, or safety-notice instructions.

Nothing in these Terms restricts anyone from reporting a safety concern to a government agency or exercising whistleblower or consumer rights.

36. Service Availability and Technical Disclaimers

HOC aims to keep the Services available and accurate but does not guarantee uninterrupted operation. Maintenance, third-party outages, cybersecurity events, browser behavior, network conditions, or other events may affect access. Keep independent copies of important approvals, quotes, messages, and documents.

Except for obligations expressly stated in an accepted Order or warranty, and to the maximum extent permitted by law, the website, Portal, and nonbinding informational content are provided on an "as available" basis. HOC does not warrant that online tools will be error-free, that every saved configuration will be retained indefinitely, or that every visual preview will exactly match a finished product.

This technical disclaimer does not apply to the physical product warranties, statutory fit rights, accepted specifications, paid professional services, or other obligations that cannot lawfully be disclaimed.

37. No Medical Diagnosis or Guaranteed Outcome

HOC designs, configures, manufactures, fits, and supports products, but does not provide a medical diagnosis or guarantee a clinical, functional, reimbursement, comfort, pain, pressure-management, independence, employment, athletic, or lifestyle outcome.

Recommendations are based on information available at the time and may require input from qualified healthcare or rehabilitation professionals. Individual bodies, conditions, skills, environments, and preferences change. Nothing in this clause excuses HOC from providing a product that conforms to the Order, is specifically fit where required by law, and satisfies applicable safety and warranty duties.

38. Limitation of Liability

The limitations in this section apply only to the extent permitted by law. They do not limit liability or remedies that cannot be limited, including liability for fraud, willful misconduct, gross negligence where non-waivable, personal injury caused by a defective product where limitation is prohibited, statutory assistive-device or consumer-warranty rights, or any other non-waivable right.

For claims that may lawfully be limited, neither party will be liable to the other for indirect, incidental, special, exemplary, punitive, or consequential damages, or for lost profits, lost business, or loss of data, arising from the Services or an Order, even if advised that such damages are possible.

For a claim that may lawfully be capped, HOC's aggregate liability will not exceed the greater of (a) the amount paid to HOC for the product or service giving rise to the claim or (b) the minimum amount required by law. This cap does not apply where it would cause an exclusive or limited remedy to fail of its essential purpose.

Some jurisdictions do not allow certain exclusions or limitations, so parts of this section may not apply.

39. Indemnification for Business and Unauthorized Conduct

To the extent permitted by law, a Dealer, business customer, or Authorized Submitter acting in a commercial capacity will defend, indemnify, and hold HOC and its personnel harmless from third-party claims, losses, and reasonable costs arising from that party's (a) unauthorized submission or disclosure of information; (b) false representation of authority; (c) independent professional advice, pricing, funding representation, installation, modification, or service; (d) violation of law; or (e) breach of these Terms.

This obligation applies only to the extent the claim was caused by the indemnifying party and does not require indemnification for HOC's own negligence, defect, breach, or misconduct. HOC will provide reasonable notice and cooperation, and no settlement may impose an admission, nonmonetary obligation, or liability on HOC without HOC's consent.

Individual consumers purchasing primarily for personal, family, or household use are not required to indemnify HOC except for claims caused by the consumer's intentional unlawful conduct, infringement, or knowing lack of authority, and only to the extent enforceable.

40. Suspension, Termination, and Data Preservation

HOC may suspend or terminate access for material breach, security risk, fraud, unlawful conduct, abusive behavior, nonpayment, misuse, or threats to safety or system integrity. When reasonably possible, HOC will provide notice and an opportunity to cure.

Account suspension does not cancel an Order, erase a balance, end a warranty, or eliminate access to legally required records. HOC may provide an alternative communication or document process. Users may request account closure, subject to record-retention, safety, warranty, tax, dispute, and legal obligations.

41. Force Majeure

Neither party is liable for delay or failure caused by events beyond its reasonable control, including natural disaster, fire, epidemic, war, terrorism, civil disorder, labor disruption, government action, carrier interruption, utility or network outage, cyberattack despite reasonable safeguards, supplier failure, material shortage, or import/export restriction.

The affected party must use commercially reasonable efforts to mitigate and resume performance. Force majeure does not excuse payment already due, confidentiality, data-protection duties, product-safety obligations, or refunds required by law. If a delay becomes substantial, the parties will discuss a reasonable revised schedule, substitution, or lawful cancellation remedy.

42. Informal Dispute Resolution and Court Proceedings

Before filing a lawsuit, the person asserting a dispute should send a written notice to HOC at the postal and email addresses in Section 48. The notice should identify the person, Build or Order, relevant facts, requested relief, and supporting documents. HOC and the claimant will use reasonable good-faith efforts for at least 30 days to resolve the dispute. This process does not prevent either party from seeking urgent injunctive relief, preserving a limitations period, using a government complaint process, or bringing an eligible small-claims action.

HOC does not require consumer arbitration under these Terms. Any future arbitration program would require a separately published amendment, legally sufficient notice and assent, and all mandatory opt-out and consumer protections. No present user is agreeing to arbitration merely by accepting these Terms.

Each party retains all rights to bring an individual court action. Nothing in these Terms waives any collective, representative, public-injunction, jury, or procedural right that applicable law does not permit a party to waive.

43. Governing Law and Venue

These Terms and each Order are governed by California law, without regard to conflict-of-law rules, except where mandatory law in the customer's jurisdiction requires another result. Mandatory consumer law of the customer's home jurisdiction applies when it cannot lawfully be displaced.

The parties consent to the state and federal courts located in San Diego County, California, unless mandatory law permits or requires another forum.

The United Nations Convention on Contracts for the International Sale of Goods does not apply to the extent its exclusion is permitted.

44. International Orders, Export, and Sanctions

International customers are responsible for lawful import, local registration, customs, duties, taxes, electrical compatibility, product use, and compliance outside the United States unless HOC expressly accepts an obligation in writing. Product availability, warranty service, temporary replacement, returns, and regulatory requirements may differ by destination, subject to mandatory law.

You may not export, reexport, transfer, or use products, technical information, or Services in violation of United States or other applicable sanctions, export controls, or restricted-party rules. HOC may screen parties and destinations and decline or pause a transaction when legally required.

45. Changes to the Services and These Terms

HOC may improve, modify, or discontinue features prospectively. A material change will not retroactively alter an accepted Order unless both parties agree or the change is required by law or safety.

HOC may update these Terms by posting a revised version and effective date. Material changes will apply prospectively after reasonable notice. The Terms accepted for an Order remain part of that Order unless an agreed amendment states otherwise.

46. Notices

HOC may provide notices through the Portal, account email, invoice, document, or postal address. You must maintain current contact information. A notice is effective when sent or posted as provided by applicable electronic-transactions law, subject to any mandatory delivery rule.

Legal notices to HOC must be sent to the addresses stated in Section 42 or another address HOC formally designates. Routine support messages are not legal notices unless HOC confirms otherwise.

47. General Terms

These Terms, the accepted Order, applicable warranty, Privacy Policy, signed approvals, and written change orders form the entire agreement for their subject matter and replace prior inconsistent discussions.

You may not assign an Order or these Terms without HOC's written consent, except where law permits. HOC may assign them in connection with a merger, financing, reorganization, sale of assets, or successor that assumes applicable obligations.

No waiver is continuing unless stated. Failure to enforce a provision is not a waiver. If a provision is unenforceable, it will be enforced to the maximum lawful extent and the rest remains effective.

Headings are for convenience. "Including" means "including without limitation." Singular and plural include each other as context requires. Electronic copies and counterparts are effective.

Provisions that by nature should survive will survive, including payment, ownership, confidentiality, warranty administration, dispute resolution, limitations, indemnification, and recordkeeping.

48. Contact Information

Hands on Concepts 1330 La Cresta Blvd. El Cajon, California 92021 USA Email: info@teamhoc.com Telephone: +1 619-396-5925 Website: https://hands-on-concepts.odoo.com/

For an accessibility request, safety complaint, warranty request, privacy request, or legal notice, identify the request type in the subject line and include enough information for HOC to locate the relevant account or Order.

Hands on Concepts | 1330 La Cresta Blvd., El Cajon, California 92021, USA | info@teamhoc.com | +1 619-396-5925
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