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Service & support
A machine nobody services stops earning
Most vending machines that fail commercially do not fail mechanically. They run out of stock, the payment module drifts out of configuration, or a small fault sits unreported for three weeks. Support is the part of this purchase that decides the return.
Installation and commissioning
A one-time charge, quoted per site and kept deliberately modest — it is not where we make our money, and a badly installed machine costs us more in callouts than the fee is worth.
- Positioning and levellingPlaced, levelled and stabilised. An unlevel machine mis-drops product and wears its mechanism unevenly.
- Power and connectivityConnected to supply and brought online, with the cloud dashboard linked to your account.
- Full channel testEvery selection loaded and test-dispensed before handover. Payment tested end to end with a real transaction.
- Pricing and planogram setupProducts mapped, prices set, and the screen content configured.
- Operator trainingYour team taught loading, price changes, cash-out where applicable, daily cleaning and first-line fault clearing.
What we ask of you
Installation goes smoothly when these are ready before we arrive. If they are not, we will reschedule rather than force it.
- A suitable power pointWithin reach of the machine position, on a circuit that can carry it. We will confirm the requirement on the quotation.
- Clear accessA route in wide enough for the machine, and a lift with adequate capacity if it is not going on the ground floor. These machines are heavy — the locker cabinet is 330 kg.
- A decided positionAgainst a wall, out of direct sun and rain, away from heat sources. We will advise if the spot you have chosen will cause problems.
- Network accessWi-Fi credentials or a SIM, if you want remote monitoring and card payment working from day one.
Ongoing support
Three service plans
Quoted annually or monthly, per machine, with a lower rate per unit as the fleet grows. Pick the one that matches how much maintenance you can realistically carry in-house.
Essential
Buyers who have their own maintenance staff
- One-time installation and commissioning at your site
- Operator training for your team — loading, pricing, cleaning, cash-out
- Manufacturing-defect warranty support for the warranty period
- Remote troubleshooting by phone and WhatsApp on business days
- Spare parts supplied at cost plus freight
Standard
Most buyers running machines across a few sites
- Everything in Essential
- Scheduled preventive maintenance visits through the year
- Priority response ahead of Essential customers
- Support for the cloud dashboard and stock reporting
- Routine wear parts included — belts, filters, seals, gaskets
Complete
Operators who cannot afford a machine standing idle
- Everything in Standard
- On-site engineer visits included, not billed per call
- All spares and labour included for covered faults
- An agreed uptime commitment written into the contract
- Remote machine health monitoring with proactive callouts
- Replacement unit during an extended repair, subject to availability
What no plan covers: consumable stock, cash handling, damage from misuse or vandalism, power surges without adequate protection, and faults caused by modifications we did not make. We would rather you saw that list now than after an invoice. Specific exclusions are written into the service agreement — read it, and ask about anything ambiguous before signing.
Spares and parts
Parts, when you need them
- Common wear parts held in IndiaSpirals, motors, seals, filters, lock sets and payment module components — the parts that actually fail — are held locally so a routine fault does not wait on a shipment.
- Assemblies ordered from the factoryLarger assemblies such as compressors, mixing heads and microwave units are ordered in. We will give you an honest lead time at the point you need one, not an optimistic one.
- Included or billed, depending on planRoutine wear parts are included on Standard and above. Everything is billed at cost plus freight on Essential.
- Parts fitted by trained engineersWarranty on a repair only stands if the part is fitted correctly. On Complete this is included; otherwise it is a chargeable visit.
Get service pricing.
Tell us how many machines you are placing and where they are, and we will price the plans against your actual fleet rather than a list rate.