Last Amended: May 20, 2025

1. Scope of Services

Primos Coffee Solutions Ltd (“the Company”) provides installation, maintenance, servicing, training, and support for coffee equipment, including but not limited to traditional espresso machines, bean-to-cup systems, grinders, and related accessories.

2. Service Requests and Scheduling

2.1 All service requests must be booked in advance via phone, email, or the Company’s booking system.
2.2 The Company will provide an estimated time for the service appointment and aims to respond promptly; however, timing is subject to engineer availability and geographic location.

3. Customer Responsibilities

3.1 The Customer must provide safe and adequate access to the equipment and premises for service personnel.
3.2 The Customer is responsible for ensuring that all information provided (location, contact details, equipment condition) is accurate.
3.3 In cases where scheduled access is not granted, a call-out fee may still apply.

4. Call-Out Charges and Costs

4.1 Call-out fees may apply unless covered by a service contract or warranty.
4.2 Charges for parts, labour, and additional work will be quoted in advance where possible.
4.3 Any cancellation of a scheduled service must be made with a minimum of 24 hours’ notice. Failure to do so may incur a charge.

5. Warranties and Limitations

5.1 Warranty coverage only applies where expressly included under contract or stated at the time of purchase.
5.2 Faults caused by misuse, lack of cleaning, limescale, electrical issues, or use of unauthorised parts are not covered.
5.3 The Company accepts no liability for business interruption, loss of earnings, or spoilage due to equipment downtime.

6. Service Contracts

6.1 Where a service contract is in place, its terms override general service terms for included equipment.
6.2 Monthly or annual contracts must be paid on time to remain active. Lapsed contracts will be suspended until payment is received.

7. Spare Parts and Repairs

7.1 Parts fitted carry a standard 3-month warranty unless otherwise stated.
7.2 Used, reconditioned, or customer-supplied parts are not covered unless specifically agreed in writing.

8. Liability and Indemnity

8.1 The Company shall not be liable for any consequential or indirect loss.
8.2 Liability for failed repairs or faulty service is limited to the cost of the call-out or repair charge.
8.3 Customers agree to indemnify the Company against claims arising from unsafe site conditions, negligence, or third-party interference.

9. Force Majeure

9.1 The Company shall not be responsible for any delays or failure to provide service due to reasons beyond its control, including but not limited to weather, illness, traffic, supplier delays, or legal restrictions.

10. Governing Law

10.1 These Terms of Service shall be governed and interpreted under the laws of England and Wales.
10.2 Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

For questions, please contact: info@primosltd.com | 287 Downall Green Road, Wigan, WN4 0NB