Refund and rework policy
We stand behind our bench work. If a repair fails for the same fault within fourteen days of return, we put it right at no additional charge, and qualifying business accounts may receive service credits where a published service level is missed.
This policy applies to services supplied to business customers. Because our services are provided to organisations in the course of trade, consumer refund rules do not apply; the commitments below are the standard that governs our commercial relationships and may be supplemented by a signed agreement.
Rework guarantee
If a machine we repaired develops the same fault again within fourteen days of the date it was returned, contact your account manager with the asset reference and a description of the recurrence. Provided the machine has not suffered a new incident, impact damage or liquid ingress, we will re-diagnose and correct the fault at no additional charge, including associated labour and the parts required to make the original repair good.
What the guarantee covers
- The specific fault for which the original repair was authorised and carried out
- Parts we supplied and fitted as part of that repair
- Labour related to correcting the same fault
What it does not cover
The guarantee does not extend to new or unrelated faults, damage occurring after return, faults arising from unauthorised work by another party, or failures caused by liquid ingress or impact sustained after the machine left our care. Where a fault is outside the guarantee, we will diagnose it and provide a separate quote for any further work.
Service credits
Where we miss a published service level on a qualifying business account, and the cause rests with us rather than with parts availability, shipping delay or incomplete information from the customer, we may apply a service credit to the account. Credits are calculated against the affected job and applied to a future invoice. Your account manager will confirm any credit in writing, along with the service level concerned.
Machines beyond economic repair
Where diagnosis shows a machine cannot be economically restored, we stop and inform your contact rather than proceeding. Diagnostic charges, if any, are set out in the applicable quote or agreement, and the machine is returned in its received condition so your organisation can decide on replacement through its own procurement route.
Cancellations and parts already ordered
Work may be cancelled before it begins without charge. Where a cancellation occurs after specific parts have been ordered for the job, the customer may be liable for costs already committed, provided we informed the contact of that exposure beforehand. We always confirm the position before ordering parts for a cancelled job.
How to raise a claim
Contact your account manager or email [email protected] within fourteen days of return, quoting the asset reference and the original job. We will acknowledge within one business day and set out the next steps, which may include a return authorisation for inspection at our bench. Billing questions can be sent to [email protected].