Terms and Conditions

1. Who we are

These terms are between you and Paddy Appliances Limited ("we", "us", "our"), a company registered in Ireland (company number 698537, VAT number IE3772767DH), Unit 2, Glasnevin Business Centre, Glasnevin, Dublin 11, D11 EN23, Ireland.

Contact: info@paddyappliances.ie, phone 01 575 8459, or the chat in our app and on our website.

We repair and service domestic coffee machines (for example Sage/Breville and De'Longhi, and other brands we list on our booking page). We do not offer call-out, home visit, installation or repair services for other appliances.

2. These terms and when they apply

These terms apply to every booking, repair, purchase and payment made with us, on our website, in our app or at our counter. When you book, you confirm that you have read and accept them. Our Privacy Policy explains how we use your personal data.

"You" means the person who books the service. If you book for a business, you confirm you are allowed to accept these terms for it. Where a section says something applies to consumers only, it applies to people booking for personal use.

We may update these terms from time to time. The version in force on the day you book applies to that booking.

3. Booking, prices and payment

• You book online (website or app) and pay the booking total at the time of booking. Your booking is confirmed when the payment goes through and we send you a booking confirmation with your job number.
• All prices are in euro and include VAT at the rate shown (normally 13.5%).
• Prices depend on your location, how the machine reaches us (drop-off or collection) and the machine's value band (as new: up to €1,199, or €1,200 and over). You must choose the correct brand, model and value band. If the details you gave are wrong, we may charge the difference before we return the machine.
• Labour Only covers inspection and labour. Any parts the repair needs are quoted on an invoice for your approval before they are charged.
• All Parts Included covers the inspection, labour and the parts needed for the repair, except what the service card excludes at booking (for example accessories and cosmetic parts).
• Extras (such as priority inspection, deep clean or a box and packing kit) are charged as shown when you book.
• We accept card, Apple Pay, Google Pay and Revolut Pay online, and card or cash at our counter. Card details are handled by our payment provider, Stripe; we never see or store your full card number.
• We do not release, hand over or dispatch a machine while any amount is due on the job.

4. Getting your machine to us

Drop-off

Bring the machine to our workshop on the day you booked, during opening hours, and show your booking confirmation or job number at the counter.

Collection by courier (DHL)

• We email you the collection steps and, where included, your DHL label. You choose home collection or a DHL Service Point.
• Please be available on the collection day. If the courier cannot collect because nobody was available or the box was not ready, a new collection may be charged.
• If you chose our box, we send it to you before the collection. If you use your own box, it must be strong enough and packed following our instructions.

Send the machine only

Unless we ask you to, do not send the water tank, drip tray, milk jug, portafilter, bean hopper lid, accessories or any loose items, and empty all water and beans before packing. If you send items or pack the machine against our instructions, you are responsible for any damage, leak or loss this causes to the machine or the items during transport or repair. Where we ask you to send a specific item, we take care of it in the same way as the machine.

Keep the box and packing for 180 days

Please keep the box and packing we provided or sold you for at least 180 days after your machine comes back, which is the length of our service warranty. If the machine needs to come back to us under warranty and you no longer have the box, you will need to pay for a new box and packing kit and the cost of sending it to you (send box fee), at our current prices.

Damage in transit

Machines travel with DHL. If a box arrives damaged, we photograph it and help you with the claim. We are not responsible for transit damage caused by packing that did not follow our instructions, by your own box, or by items you sent against our instructions.

5. Check-in and condition records

When your machine arrives we photograph it from every side, together with its box, labels, model and serial number, and we do the same before it leaves. These photos are our shared record of the machine's condition. We return the machine in the same physical condition as we received it. Marks, scratches, cracks or missing pieces that were already there when it arrived are not our responsibility.

Each machine receives a Paddy machine number (CM-…) label that stays on it, so we can recognise it if it comes back.

6. Inspection, parts and your approval

By booking, you agree to the following way of working. To find every fault at once and send you one report and one invoice, our engineer may fit tested replacement parts during the inspection, to confirm which parts are faulty.

• If you approve the invoice and pay it, the parts stay in your machine and we complete the repair.
• If you decline, we remove the replacement parts, refit your original parts and return the machine without those parts being repaired. The booking price you paid covers the inspection and labour already carried out and is not refunded.
• Replaced parts become ours and are recycled, unless you ask us to keep them before the repair.
• We use genuine parts or quality equivalent parts. Some parts may take longer to arrive; we will tell you when that happens.

If we find that a machine cannot be repaired, or that the repair would cost more than it is worth, we will contact you with your options before doing anything further.

7. Wrong brand or machine booked

Please check the brand and model before you book. If the machine you send or bring is a brand or type we do not repair, or not the machine you booked, we will not repair it. We will return it to you and deduct the costs we incurred (for example DHL labels and transport in both directions, box and packing, and handling) from the amount you paid, refunding any balance.

Because the booking was made for a machine we do not service, we are not responsible for faults or damage that arise during transport or handling of that machine, unless they were caused by our own negligence.

8. Repair times

Our usual target is 3 to 5 working days after the machine arrives. This is an estimate, not a guarantee: busy periods, parts orders and your approval of invoices can extend it. We keep you updated through your repair link, the app and email.

9. Collecting or receiving your machine back

Collection at our counter

When your machine is ready, we send a personal pickup QR code to the email and app of the person who booked. Please keep it private. At the counter we scan your QR code and the machine label, and the person collecting signs to confirm they received the machine.

Collection by someone else: anyone who presents your pickup QR code (or your booking details) and signs on your behalf is treated as authorised by you. Once we hand the machine over to that person and they sign, we are no longer responsible for the machine. If you do not want anyone else to collect, do not share your QR code.

Delivery back by courier

For collection bookings (or if you buy delivery), we pack the machine, photograph it and send it back with DHL to the address on your booking, once nothing is due on the job.

10. Machines not collected

Please collect your machine as soon as possible after we tell you it is ready (or that it cannot be repaired). We will remind you by email and by phone or text while it is waiting.

If a machine is not collected within 90 days of us telling you it is ready, we may sell, recycle or dispose of the machine to cover our costs, storage and space, without further notice. If we sell it, we use the money to pay any amount you owe us and reasonable storage and handling costs, and we will pay any amount left over to you if you ask for it.

11. Our 180-day service warranty

Every repair comes with a 180-day service warranty from the day the machine leaves us (collection or dispatch). If the same fault that we repaired comes back during that time, we will inspect and fix it free of charge (labour and the parts we replaced).

To make a claim, contact us with your job number. For a valid claim we pay for the DHL collection and the delivery back to you. The machine must be packed in the box we provided (see section 4). If you no longer have it, you will need to pay for a new box and packing kit and the cost of sending it to you (send box fee).

The warranty does not cover:

• a different fault from the one we repaired;
• misuse, accidental damage, drops, liquid spills or use against the manufacturer's instructions;
• limescale build-up or damage caused by not descaling, unfiltered or hard water;
• grinder damage caused by foreign objects (such as stones or metal) in beans, or by beans unsuitable for the grinder (for example very light-roast, very hard or very oily beans);
• normal wear and tear, cleaning, consumables (filters, seals worn by use, descaler) and cosmetic parts;
• power surges, electrical faults in your home, or damage in transport caused by packing that did not follow our instructions;
• a machine that has been opened, modified or repaired by you or anyone other than us after our repair (see section 12).

This warranty is in addition to your statutory rights as a consumer, including the right to have services provided with reasonable care and skill.

12. Changes made by you or others

If you, or anyone other than us, open, adjust, modify or repair the machine (including changing settings, parts or components in a way the manufacturer does not intend), we are not responsible for any fault, damage or consequence that results, and our service warranty for that machine ends.

13. Cancellations and refunds

Your right to cancel (consumers)

Because you book online, as a consumer you may cancel within 14 days of booking without giving a reason. To cancel, contact us by email or chat with your job number. We will refund you within 14 days, using the payment method you used.

If you ask us to start the service within those 14 days (for example by asking us to create your DHL label, send you a box, or by bringing or sending us the machine), you agree to pay for the part of the service already provided, and we will deduct it from your refund. This may include DHL labels already created, a box already sent, transport, and any inspection already done. Once the repair has been fully completed at your request, the right to cancel ends.

After 14 days

You can still cancel before your machine reaches us; we refund the amount you paid less the costs we have already incurred, as above. Once inspection has started, the booking price covers the inspection and labour carried out and is not refunded (see section 6).

Changing your booking

To change your booking day, contact us as early as possible. You cannot switch between Labour Only and All Parts Included after the inspection has started, as each follows its own process.

14. Problems and complaints

If something is not right, please tell us as soon as possible by email, phone or chat with your job number. We aim to reply within 2 working days and will try to resolve it quickly, for example by calling you back, inspecting the machine again or arranging a return.

If we contact you to resolve an issue and you do not respond or engage for 12 months from our last contact, we will treat the matter as closed and any goodwill offer or warranty repair we made will end. This does not limit any rights you have under Irish law.

If you are not happy with our answer, you can contact the Competition and Consumer Protection Commission (www.ccpc.ie) for information about your rights, or use the Small Claims procedure of the Irish courts.

15. Our responsibility to you

• We carry out our services with reasonable care and skill. If we damage your machine through our negligence, we will repair it or pay you fair compensation.
• We are not responsible for losses that were not foreseeable, for faults that already existed and are unrelated to our repair, or for anything listed as excluded in these terms.
• If you book as a business, we are not liable for loss of profit, business or revenue, and our total liability for a job is limited to the total amount you paid for that job.
• Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or any liability that cannot be limited or excluded by law.
• We are not responsible for delays or failures caused by events outside our reasonable control (for example courier disruption, severe weather or supplier shortages); we will keep you informed.

16. Using our website, app and chat

• The content of our website and app (texts, photos, logos and designs) belongs to us or our licensors. You may use it for your own personal use, but you must not copy, republish, sell or redistribute it.
• Please use the chat and any uploads respectfully. Do not send unlawful, offensive or misleading content. We may remove content and close chats that break these rules.
• Keep your login details and passcode private. You are responsible for activity on your account.
• Our help guides and videos are general information. Follow the manufacturer's safety instructions; never open a machine while it is plugged in.
• We may link to other websites (for example DHL or YouTube); we are not responsible for their content or privacy practices.

17. Law and disputes

These terms are governed by the laws of Ireland. Any dispute will be dealt with by the Irish courts. If you are a consumer living in another EU country, you also keep the protection of the mandatory laws of your country.

If any part of these terms is found to be invalid, the rest remains in force.