Refund and Rework Policy
Our aim is a repair that holds. Where work we performed does not stand up, we put it right. This policy explains the rework window, how service credits apply to business accounts, and how we handle the rare case where a machine cannot be repaired at all.
The 14-day rework window
If a repair we performed fails within 14 calendar days of return, and the failure relates to the work we carried out, we will rework it at no additional charge. Contact your account manager or the business desk with the asset tag and a description of the fault. We will arrange collection or a visit, depending on the route your account uses, and keep you updated until the machine is back in service.
The window covers the specific repair performed and the parts we supplied. It does not cover a new and unrelated fault, damage occurring after return, or a problem traceable to something outside the original scope. Where the cause is genuinely unclear, we will assess the machine and explain what we find before deciding how to proceed.
How service credits work
Because our customers are organizations with established accounts, remedies are usually applied as service credits against the account rather than as cash refunds to an individual. A credit can be applied to future work, offset against an open invoice, or used to fund a rework or alternative repair. Credits are recorded on your account statement so your finance team can see them in the same place as everything else.
| Situation | Standard remedy |
|---|---|
| Repair fails within 14 days, same fault | Rework at no additional charge |
| Repair fails within 14 days, related part | Part replaced and work redone |
| Device cannot be repaired after assessment | Assessment charge only, or a credit where agreed |
| Quoted work cancelled before parts are ordered | No charge beyond any assessment performed |
| Organization cancels an excess pooled allowance | Remaining balance reviewed and credited per agreement |
Where a machine cannot be repaired
Some machines reach a point where repair is not economic or not achievable. When that happens we stop, document what we found, and explain the position plainly. Where an agreement provides for a credit in that circumstance, we apply it; where it does not, we explain the charges that were genuinely incurred. What we will not do is bill for work that achieved nothing and call it a repair.
Exclusions
- Damage occurring after the machine has been returned and signed for.
- Faults that were outside the scope of the original repair and were not present at intake.
- Interference with a repaired device by a third party after return.
- Machines that arrive with undisclosed liquid exposure or prior work that affects the repair, where we have explained the risk in writing before proceeding.
How to raise a claim
Raise the matter with your account manager, or contact [email protected] with the asset tag, the date of return, and a description of what has happened. We will acknowledge the request, arrange assessment where needed, and confirm the remedy in writing. Where credits are involved, the confirmation states the amount and how it will be applied, so there is no ambiguity for your finance team.
Interaction with your service agreement
Where a signed service agreement sets out rework terms or credits that differ from this policy, the agreement governs. This policy applies in the absence of such terms, and describes the baseline we hold ourselves to for every business account.