COMPLETE CARE TERMS & CONDITIONS - UK

COMPLETE CARE 1 YEAR WARRANTY

1.0 The above Complete Care Warranty is given by Complete CNC Solutions subject to the following conditions:

2.0 Complete Care Warranty applies to a CNC Router supplied by Complete CNC Solutions.
2.1 All new equipment supplied by Complete CNC Solutions or its authorised agents are designed to be of a satisfactory quality. Complete CNC Solutions warrants that all new equipment shall be free from material defects for a period of 12 months from the date of collection by the purchaser or delivery/installation by Complete CNC Solutions or its authorised agent.
2.2 Complete Care Warranty is limited to repair of defective parts and shall include the labour for such service.
2.3 Complete CNC Solutions shall be under no liability in respect of any defect arising from unauthorised attempted repair, wilful damage, failure to follow Complete CNC Solutions instructions, misuse or alteration of the equipment or use of consumable Materials or items other than those approved or supplied by Complete CNC Solutions or its authorised agents.
2.4 Complete Care Warranty on spindle motors covers defects only and does not cover damage as a result of failure to follow any of the rules & processes indicated in the operator’s manual, incorrect power supply or voltages, incorrect air supply specification, improper use of the system outside the recommended uses & applications advised (Very heavy machining or cutting of materials that are not recommended for this particular model, in accordance with its technical specifications & design purposes), failure to use the recommended tooling supplied by Complete CNC Solutions, incorrect use of recommended tooling & cutters, operator programming error, lack of regular cleaning and regular maintenance as advised during training, relocation, transportation or removal from its original installation position, if any pollutants or contaminates are found during any repair operations or any natural events (power spikes or surges, lightening, fire, floods etc.)
2.5 Complete Care Warranty excludes defects arising as a result of not using the recommended tooling supplied by Complete CNC Solutions. Any such repair or service required as a result of not using the recommended tooling supplied by Complete CNC Solutions will be charged for at Complete CNC Solutions prevailing rates.
2.6 All claims under the Complete Care Warranty must be notified as soon as possible within the warranty period.
2.7 Complete CNC Solutions will aim to attend and repair equipment, where necessary in accordance with its published service standards. Please refer to ‘Complete CNC Solutions Service Standards’.
2.8 Complete CNC Solutions shall not be liable to repair any equipment which Complete CNC Solutions is not authorised by the manufacturer to repair. In the event of there being a defect in such equipment, the purchaser shall only be entitled to the benefit of any such warranty or guarantee as is given by the manufacturer to Complete CNC Solutions.
2.9 Spindle bearings, spindle rotating assembly and collet nuts are components subject to normal wear during the use of the machine. If a component subject to wear fails in the first three months the repair or replacement will be treated as a normal warranty claim. If the failure occurs between three and twelve months, the fraction of the cost of the repair or replacement covered by the warranty will be calculated as one twelfth of the number of months remaining in the warranty period. (As an example, if a failure occurs in the seventh month of the warranty period, the fraction covered will be (12-7) X 1/12 = 5/12 = 42%).

COMPLETE CARE CONRACT

3.0 Complete Care Contract is given by Complete CNC Solutions subject to the following Conditions:

4.0 In consideration of the purchaser paying to Complete CNC Solutions on or before expiry of the Complete Care Warranty period and thereafter annually (or monthly as agreed) the appropriate fee for Complete Care Contract Cover, Complete CNC Solutions will during the period for which the fee has been paid, repair the equipment in accordance with the applicable terms and conditions.
4.1 At any time after expiry of the Complete Care Warranty period, the purchaser may request the equipment to be covered by Complete Care Contract cover. At its discretion, Complete CNC Solutions may seek to inspect such equipment and make any repairs, adjustments or reconditioning necessary. Any such repairs, adjustments or reconditioning shall be paid for by the purchaser in accordance with Complete CNC Solutions prevailing rates.
4.2 Unless on prior written agreement the terms of payment are 30 days from the date of invoice for annual payments or 12 monthly payments in advance.
4.3 Under Complete Care Contract cover, Complete CNC Solutions will make calls as necessary to repair the equipment without charge within normal business hours 9.00 a.m. to 5.00 p.m. Monday to Friday, excluding the Christmas and New Year period and Bank Holidays.
4.4 Complete Care Contract cover includes repair or replacement of non-consumable items and parts.
4.5 Complete Care Contract cover is limited to repair of defective parts and shall include the labour for such service.
4.6 Complete CNC Solutions shall be under no liability in respect of any defect arising from unauthorised attempted repair, wilful damage, failure to follow Complete CNC Solutions instructions, misuse or alteration of the equipment or use of consumable materials or items other than those approved or supplied by Complete CNC Solutions or its authorised agents.
4.7 Complete Care Contract cover excludes any consumable items and parts such as spindle motors, vacuum bed motors, vacuum lifting motors, vacuum motor filters, vacuum ducting, dust extractor motors, vacuum foot and/or brushes, tool holders, tool grippers, tool changing clamps, collets, router bits, mist coolant systems tool length sensing plates, tool length sensing cables, foam bed slats, compressed air hosing’s and fittings, and the like which are supplied and/or installed at Complete CNC Solutions’ prevailing rates.
4.8 Complete Care Contract cover excludes parts, labour and repair of spindle motors.
4.9 All claims under the Complete Care Contract cover must be notified as soon as Possible.
4.10 Complete CNC Solutions will aim to respond as folows: Telephone Response Time – Calls received between 9.00am and 13.00pm will be returned between 13.00pm and 17.00pm on the same working day. Calls received between 13.00pm and 17.00pm will be returned between 9.00am and 13.00pm the following working day. Field Call-Out – Within 2 working days of returning the call.
4.11 Complete Care Contract cover includes standard labour, travel and accommodation costs incurred by Complete CNC Solutions.
4.12 Complete Care Contract cover may be terminated by either party by providing one months’ notice in writing. Should the purchaser wish to terminate the agreement, it is the purchaser’s responsibility to cancel any Standing Order mandate with their bank.
4.13 The purchase of Complete CNC tooling will earn the purchaser a discount on Complete Care Contract cover premiums equal to 10% of the value of the Complete CNC tooling purchases for the previous year.

COMPLETE CARE PAY AS YOU GO

5.0 Complete Care Pay as You Go is given by Complete CNC Solutions subject to the following conditions:

6.0 Should the purchaser not select Complete Care Contract cover, then Complete CNC Solutions will supply a repair service on a per call basis. The standard call out charge will be made, in accordance with Complete CNC Solutions prevailing rates, plus a labour charge per hour after the first hour, together with charges for replacement parts, if applicable.
6.1 Under Complete Care Pay as You Go, Complete CNC Solutions will make calls as necessary to repair the equipment within normal business hours 9.00a.m. to 5.00 p.m. Monday to Friday, excluding the Christmas and New Year period and Bank Holidays.
6.2 Complete CNC Solutions will aim to attend and repair equipment, where necessary in accordance with its published service standards. Please refer to ‘Complete CNC Solutions Service Standards – UK’.
6.3 Complete CNC Solutions shall not be liable to repair any equipment which Complete CNC Solutions is not authorised by the manufacturer to repair. In the event of there being a defect in such equipment, the purchaser shall only be entitled to the benefit of any such support as is given by the manufacturer to Complete CNC Solutions.
6.4 All spare parts supplied by Complete CNC Solutions or its authorised agents are designed to be of a satisfactory quality. Complete CNC Solutions warrants that all spare parts shall be free from material defects for a period of 3 months from the date of collection by the purchaser or delivery/installation by Complete CNC Solutions or its authorised agent

COMPLETE CARE TERMS & CONDITIONS

7.0 The following terms & conditions together with the terms & conditions set out in Complete Care Warranty, Complete Care Contract cover and Complete Care Pay as You Go detailed above will apply.

8.0 Complete CNC Solutions reserves the right to increase its fees and or charges as and when it deems necessary.
8.1 Unless expressly stated otherwise all prices for parts are exclusive of delivery, packing, insurance and VAT.
8.2 Any damaged caused by theft, fire, water or other liquids, accident, mains supply fluctuations, unfair wear and tear, abnormal conditions of use, failure to follow Complete CNC Solutions’ instructions relating to the equipment, negligence, wilful damage, misuse or interference by any other than Complete CNC Solutions’ authorised engineers, or due to use of materials, accessories, consumable supplies or parts that have not been supplied or authorised by Complete CNC Solutions, Complete CNC Solutions will charge for repairs authorised by the purchaser. If the purchaser does not authorise the necessary repairs, Complete CNC Solutions may (at its discretion) immediately terminate any Complete Care agreement above.
8.3 If non-performance of the equipment proves to be due to any product or network connected to the equipment or software, PC hardware or PC peripherals which were not supplied or approved by Complete CNC Solutions, then Complete CNC Solutions will reserve the right either not to perform a repair or charge for a repair at its prevailing rates.
8.4 Complete CNC Solutions will charge for any consumable items such as spindle Motors, vacuum bed motors, vacuum lifting motors, vacuum motor filters, vacuum ducting, dust extractor motors, vacuum foot and/or brushes, tool holders, tool grippers, tool changing clamps, collets, router bits, mist coolant systems tool length sensing plates, tool length sensing cables, foam bed slats, compressed air hosing and fittings, and the like which are supplied and/or installed at Complete CNC Solutions prevailing rates.
8.5 Unless on prior written agreement, Complete CNC Solutions will have no liability under any Complete Care agreement until the total price of any equipment and services have been paid for in full.
8.6 The purchaser may not withhold any part payment of invoice due to any claim he may wish to make against Complete CNC Solutions.
8.7 If the purchaser fails to make any payment by the due date Complete CNC Solutions shall be entitled to charge interest at the rate of 2% above Lloyds Bank PLC base rate from the date of invoice until the purchaser pays in full.
8.8 None of the Complete Care terms under any circumstances whatsoever oblige Complete CNC Solutions to carry out any adjustment to the equipment which in any way alters the specification of the equipment.
8.9 The customer must take reasonable steps to check periodically during use of the equipment for any defects following supply, installation or fitting of equipment and or parts. Complete CNC Solutions shall not be liable to the purchaser for any loss beyond that incurred during a period reasonably sufficient to allow the purchaser to check for such defects.
8.10 If Complete CNC Solutions carries out repairs on site the purchaser must supply site facilities such as electricity, site access and full immediate access to the machine on arrival to allow repairs to be carried out.
8.11 If Complete CNC Solutions are required to carry out repairs on site it is the customers’ responsibility to ensure the machine is clean of swarf, used coolant and materials and the surrounding area free of materials providing adequate room for the engineer to work. Any time required to rectify such issues will be chargeable for at Complete CNC Solutions prevailing rates.
8.12 Should reconditioning, major repairs, fine tuning or any work involving the use of specialised equipment become necessary, Complete CNC Solutions will arrange the transportation of the equipment to its premises for work to be undertaken. In this event, subject to availability and for a suitable charge, Complete CNC Solutions will endeavour to loan suitable alternative equipment for the duration of the work.
8.13 Any Complete Care agreement applies to equipment located in the UK only and may be offered elsewhere at Complete CNC Solutions’ discretion and agreed terms.
8.14 Complete CNC Solutions must be notified of any permanent relocation of the equipment.
8.15 Except for personal injury or death due to negligence by Complete CNC Solutions, Complete CNC Solutions will not be liable to the purchaser, or any other person, in tort or in contract, for loss or damage (both direct and indirect), loss of profits, loss of use, special or incidental damages, or any consequential damages (even if Complete CNC Solutions or the authorised agent had been advised of the possibility of such damages), arising out of or in connection with sale, collection, delivery, use, repair or performance of the equipment or materials, accessories or consumable products supplied by Complete CNC Solutions.
8.16 Complete CNC Solutions will not be liable for any delay, loss, damage or injury arising out of any cause whatsoever beyond their reasonable control.
8.17 Complete CNC Solutions cannot and would not accept any responsibility whether financial or otherwise for any warning or noticed served from manufacturers or suppliers confirming either prior warning or immediate notification of the obsolescence of any spare parts, circuit boards or components. In the event this was the case due to circumstances outside of our control, Complete CNC Solutions would endeavour to offer, but not be contractually or legally obligated to offer a commercial solution where possible which may not be feasible in all cases.
8.18 Complete CNC Solutions reserves the right to terminate any Complete Care cover at its discretion at any time. Despite any such termination, the purchaser shall pay Complete CNC Solutions for all work done, materials and equipment outstanding up to and including the date of termination.
8.19 Excluding Complete CNC Solutions’ Standard Terms and Conditions of Business, these ‘Complete Care Terms & Conditions’ supersedes any previous between the purchaser and Complete CNC Solutions in respect of any Complete Care cover.If there is any conflict between Complete CNC Solutions’ Standard Terms and Conditions of Business and these terms, these Complete Care Terms & Conditions shall prevail. Complete CNC Solutions shall not be bound by any out of date variation of these terms & conditions.
8.20 The purchaser shall not assign the benefit of these terms or any rights in whole or in part without Complete CNC Solutions’ written consent.
8.21 These terms shall be governed and construed in accordance with the laws of England and in the event of a dispute the parties submit to the non-exclusive Jurisdiction of the English courts. The exercise by Complete CNC Solutions of rights within this agreement is without prejudice to any of its other rights. The complete or partial invalidity or unenforceability of any of the terms shall in no way affect the validity or enforceability of any of the terms of this agreement.

October 2018.