Service and Repair Policy

Service and Repair Policy

1. Introduction

This Repair Policy outlines the terms and conditions for repair services provided by [Your Company Name] ("we," "us," or "our") for espresso machines. By using our services, you ("customer" or "you") agree to these terms.

2. Service Area

Our white glove pickup and dropoff service is available exclusively within the Greater Vancouver Area. We reserve the right to choose not to deliver to certain locations within this area based on logistical considerations. If your location is affected, we will inform you and work with you to arrange an alternative solution if possible.

3. Service Request

To request repair service, customers must provide the following information:

• Model and Age of the espresso machine
• Symptoms and When They Began (or if they are intermittent)
• Previous Service History
• Descaling and Cleaning Practices

4. Pickup and Dropoff

• Pickup and Dropoff: We offer free white glove pickup and dropoff for repairs. If you choose not to proceed with the repair after receiving the quote, or no fault is found, a fee of $30 will be charged for the pickup and dropoff service.
• Scheduling: We will contact you to schedule a convenient pickup window. Our team will handle your machine with care during pickup and delivery.
• Responsibility: While we strive to meet scheduled pickup and delivery windows, we are not responsible for any delays or missed appointments due to unforeseen circumstances. We will make reasonable efforts to reschedule any missed pickups or deliveries, but we are not liable for any inconvenience or damages resulting from such delays.

5. Inspection and Quote

• Inspection: We conduct a thorough inspection of your espresso machine at our North Vancouver headquarters. The inspection is free of charge.
• Quote: After inspection, we will provide a detailed repair quote. You have the option to approve or decline the repair. Our inspection quote is provided without any obligation to proceed with the repair.

6. Repair Approval and Costs

• Approval: Repairs will commence after you approve the provided quote. You will not be billed for any repairs without your explicit consent.
• Charges: Should you decline the repair after receiving the quote, or no fault is found, a $30 transportation fee will apply. If you proceed with the repair, there will be no additional charges for pickup and dropoff.

7. Payment Terms

• Payment Due: Payment for repairs is due upon completion of the repair work. We accept various forms of payment, including credit cards, debit cards, and other approved methods.
• Failure to Pay: If payment is not received within 14 days after the completion of the repair, a late fee may be applied. Continued non-payment may result in additional collection efforts or legal action. A machine may be considered abandoned if payment is not made and the machine remains unclaimed for more than 30 days after the repair is completed.

8. Abandoned Machines

• Definition: A machine will be considered abandoned if it is left unclaimed for more than 30 days after the repair is completed, or if we are unable to contact the customer regarding the repair status.
• Disposition: If a machine is deemed abandoned, we reserve the right to dispose of or sell the machine to recover costs associated with the repair and storage. Any remaining proceeds after covering costs will be retained by us.

9. Warranty and Guarantee

• Repair Warranty: We provide a warranty on some of the repairs performed, covering parts and labour. If so, the warranty duration will be specified in the repair invoice.
• Exclusions: Our warranty does not cover issues arising from misuse, neglect, or modifications made to the machine.

10. Right to Repair

We support the right to repair and are committed to providing repair services that extend the life of your espresso machine while promoting sustainability and responsible repair practices.

11. Limitation of Liability

Our liability for any claim arising from the repair services is limited to the amount paid for the repair. We are not liable for any incidental or consequential damages.

12. Customer Responsibilities

• Machine Condition: Ensure the machine is in a reasonable condition for repair. We reserve the right to refuse service if the machine is deemed unsafe or excessively damaged.
• Information Accuracy: Provide accurate and complete information about the machine and its issues.

13. Changes to Policy

We reserve the right to update this policy at any time. Any changes will be posted on our website and will apply to services provided after the update date.

14. Contact Information

For any questions or to schedule service, please contact us at:

Vancouver Espresso
info@vancouverespresso.com
vancouverespresso.com

By using our services, you acknowledge that you have read, understood, and agreed to this Repair Policy.