Service Terms

This is a translation for your information. Only the German version is legally binding.

Service Terms v1.5.0, as of 06.11.2026. These terms apply to service, maintenance and repair orders for your appliances that you hand over to us in our shop in Bern or Zürich, by shipping, by pickup or via our online form. Our Terms and Conditions also apply.

1 Order

By signing the service order (page 3) or confirming in the online form, you place the service order with us. Our Terms and Conditions (coffeecoachingclub.ch/en/policies/terms-of-service) also apply; in the event of any conflict, these Service Terms take precedence. We may have work carried out by partner workshops, the general importer or the manufacturer. You confirm that you are entitled to dispose of the appliance. You are a business customer if you tick «Firma / Gastro / Büro» (company / hospitality / office) or «gewerblich» (commercial) on page 1.

2 Cost estimate and cost estimate fee

If you request a cost estimate or the repair exceeds your cost cap (clause 3), you receive a cost estimate; we only carry out the repair after your written approval (email is sufficient, verbal or telephone approval is not). We charge CHF 150 incl. VAT for each cost estimate, plus any costs for shipping and pickup (clause 11). The cost estimate fee is due as soon as we have started the diagnosis, even if you do not have the repair carried out. If you approve the repair, we credit you CHF 75. If you decline or do not reply within 14 days, you receive your appliance back reassembled but not repaired (clauses 7 and 8). The cost estimate is an approximation. If it becomes apparent that it will be exceeded by more than 10%, we ask you beforehand; if you decline, you only pay for the approved work and the cost estimate fee. For service packages from our shop, their description also applies.

3 Cost cap

We carry out work and use materials up to the cost cap on page 3 without checking with you. Above that, you receive a cost estimate (clause 2). If no cost cap has been entered, you receive a cost estimate before any repair that goes beyond an agreed flat-rate price.

4 Guarantee and statutory warranty

Please present or enclose the proof of purchase. If the defect is covered by the statutory warranty or a guarantee, the repair is free of charge for you (Terms and Conditions, clause 9); you pay for shipping to us (on request we provide a prepaid Swiss Post return label for this: CHF 10, invoice in advance, label after payment); if we arrange the pickup, clause 11 applies. We bear the cost of the return shipment at the standard rate (Terms and Conditions, clause 9.2). If we find no fault, Terms and Conditions clause 9.7 applies. If the defect is not covered, in particular due to incorrect operation, damage, limescale build-up, lack of cleaning or maintenance, or normal wear and tear on wear parts (Terms and Conditions, clause 9.5), Terms and Conditions clause 9.8 applies; on request, you receive a cost estimate for this. If you receive a cost estimate, the cost estimate fee replaces the fees under Terms and Conditions clauses 9.7 and 9.8; we never charge both. If a defect subsequently turns out to be covered after all, we refund the cost estimate fee. We may forward your appliance to the manufacturer or its service centre; in that case, their guarantee conditions also apply. If you did not buy the appliance from us, the statutory warranty and guarantee are a matter for your seller or the manufacturer; we forward it to the extent that the manufacturer allows this.

5 Drop-off and older appliances

Please hand in your appliance with an empty water tank and an empty bean hopper, and only with the accessories required for the service. The report on pages 2 and 3 is authoritative for the condition and accessories; for shipping or pickup, we record the condition on receipt with photos. We clean heavily soiled appliances and charge for the time and effort involved. With older, heavily scaled or corroded appliances, parts such as screws, plastic and glass parts, seals or heating elements may break during dismantling despite due care. We hereby draw your attention to this risk (page 3, section G). If such a part breaks through no fault of ours, you bear the costs of replacement and additional work; clauses 2 and 3 apply to this.

6 Duration

A service typically takes 1–2 weeks, depending on the work involved and the availability of spare parts. Dates are non-binding estimates unless we expressly confirm them as binding by email or letter. If we forward your appliance to the manufacturer or a service partner, it may take longer. We prioritise urgent cases, such as a hospitality business that has come to a standstill, by arrangement. A replacement appliance is only available by special agreement.

7 Deposit, payment and return

For every service order, you pay a deposit of CHF 400 incl. VAT before your appliance comes to us: in the shop when you drop it off or, for shipping or pickup, in advance via a payment link. Only then do we accept your appliance or have it picked up. We credit the deposit in full against everything you owe us under the order (service package, work, materials, cost estimate fee, shipping and pickup); if it is higher, we refund the remainder to you. Until you have paid the deposit, you can withdraw the order free of charge. If you withdraw it after that, before your appliance has arrived with us, we refund the deposit to you less any costs already incurred (e.g. for a pickup that has been booked). We make refunds in money, as a rule to your original means of payment; Terms and Conditions clauses 10.2–10.4 do not apply to this. For warranty and guarantee claims (clause 4) and for the remedy by repair of our work (clause 9), we do not require a deposit; if a defect is not covered, we may request it subsequently. When your appliance is ready or if you decline the cost estimate, we contact you by email, SMS or phone (completion notice). You pay the remaining amount on collection or, for return shipments, before dispatch. We may retain the appliance until payment has been made in full; with respect to business customers, also for other outstanding claims arising from our business relationship. We may hand over the appliance to any person who presents the collection slip. If you pay by invoice, you are in default without a reminder after the payment date stated on it and owe 5% default interest.

8 Uncollected appliances

Collect your appliance within 30 days of the completion notice. If you do not collect it, we will, no earlier than 3 months after the completion notice, set you a final deadline of 30 days by letter and email to the contact details you last provided and inform you of what will happen afterwards. If you do not collect the appliance by then, we may sell it in good faith at a price appropriate to its condition or, if a sale is not possible or does not cover the costs, dispose of it properly. We offset the proceeds and the deposit against our claims (work, cost estimate fee, costs of sale); we pay any surplus out to you. If we cannot reach you using your contact details, we proceed in this way no earlier than 12 months after the completion notice. Please let us know of any changes to your contact details.

9 Defects in our work, 6-month workshop guarantee

Check your appliance on return or after receipt and notify us of defects immediately; if a defect only becomes apparent later, report it immediately after its discovery (business customers: recognisable defects within 5 working days); otherwise our work is deemed accepted in that respect. An email is sufficient. Our statutory warranty covers the work carried out and the parts fitted, not other parts of your appliance. We first rectify a defect free of charge (remedy by repair). Only if the repair fails twice or we refuse it or do not carry it out within a reasonable period can you demand a price reduction or, in the case of significant defects, withdraw from the contract; clause 10 applies to damages. For the repair, you bring or send the appliance to us at your own expense; if the notice of defect is justified, we bear the costs of the insured return shipment. Workshop guarantee: If a defect appears within 6 months of the return, you do not have to prove that it already existed at the time of the return; we rectify it free of charge unless we prove that it is due to incorrect operation, external influence, lack of cleaning, maintenance or descaling, or normal wear and tear on wear parts. Mandatory statutory rights remain reserved. FOR BUSINESS CUSTOMERS, CLAIMS BECOME TIME-BARRED 6 MONTHS AFTER THE RETURN. Terms and Conditions clauses 9 and 13.2 do not apply to this.

10 Liability

For damage to your appliance that we cause during the work, we are liable in accordance with the law, but in the case of slight negligence only up to the current value of the appliance (value immediately before the damage). In the case of slight negligence, we are not liable for indirect and consequential damage, such as business interruption or loss of profit. With respect to business customers, our liability for slight negligence is excluded, including for auxiliary persons. We are liable without limitation for intent, gross negligence and personal injury. Clause 5 applies to parts that break through no fault of ours. Terms and Conditions clause 13.1 does not apply here.

11 Shipping and pickup

Shipping and pickup are not included in our prices unless expressly stated otherwise (e.g. clauses 4 and 9). If you want to send your appliance or have it picked up, contact us beforehand. Shipping and pickup are only possible in the appliance’s original packaging. Pickup and return shipment are always insured, for the value you state to us, at most up to the cover offered by the carrier or the insurer; if your appliance is worth more, we tell you beforehand. In the event of damage, their terms apply, and you receive at most the stated value. If we arrange pickup or return shipping, we charge you the actual costs of transport and insurance incl. VAT plus CHF 50 incl. VAT handling per trip. If you send your appliance yourself, you bear the costs and insure it adequately. Pack your appliance carefully in its original packaging and enclose this order. You are responsible for packing and preparing the appliance, even if we arrange the pickup, as we have no influence over this. We are not liable for damage resulting from packing or preparation; in that case, as a rule, the carrier is not liable either. If your packaging is unsuitable for the return shipment, we repack the appliance and charge for materials and time. Transport to us and back is at your risk unless otherwise agreed; for the return shipment, the risk passes to you when the appliance is handed over to the carrier. For errors by the carrier, we are only liable for its careful selection and instruction. If we organise the transport, we assert claims against the carrier and the insurer on your behalf and pass the compensation on to you. Check the consignment on receipt: have visible damage recorded by the delivery person, and report hidden damage to us within 5 days. We record transport damage on receipt with photos. Address: Coffee Coaching Club GmbH, Hagenholzstrasse 50b, 8050 Zürich.

12 Removed parts

Removed parts become our property without compensation unless you request their return on page 3; we may dispose of or recycle them. In the case of a warranty claim, they go to the manufacturer if it requests them.

13 Data protection and service reminders

The controller is Coffee Coaching Club GmbH, Gerberngasse 44, 3011 Bern, [email protected]. We process your details and the photos taken at drop-off in order to handle and document your order: recording in our shop and order system, contact, invoicing. Depending on the appliance, a partner workshop, the general importer or the manufacturer receives the details required for this. We use service providers, including abroad, among them AI services for recording; which countries these are and your rights: coffeecoachingclub.ch/en/pages/datenschutzerklaerung. We remind you of the next service by email or SMS and inform you about similar offers from us. You can object to this at any time free of charge: on page 3, via the unsubscribe link in every message or by email to [email protected].

Coffee Coaching Club GmbH, Gerberngasse 44, 3011 Bern · [email protected] · +41 76 789 15 79