Hako Machines Warranty Policy – February 2023

 

Warranty Definition

• Repairs required due to the premature failure of component parts due to manufacturing defect All warranty is subject to preventative maintenance services being carried out by Hako Machines Ltd or an authorised third party.
• All services must be carried out in line with the manufacturers recommended intervals and content. Hako Machines Ltd reserves the right to request all supporting documentation of specific equipment service records in order to support any claim. In cases where supporting service documentation (as detailed in the operators manual) is not made available, Hako Machines Ltd reserve the right to reject any and all subsequent claims against the specific machine.

 

Warranty Exclusions

• Traction batteries subject to manufacturer standard warranty terms
• Stand-alone charging units subject to manufacturer standard warranty terms Preventive Maintenance Services
• Replacement of Standard service items
• Repairs required which are not subject to the premature failure of component parts i.e. lubrication,adjustments
• Bulbs wiper blades etc.
• All failures due to damage and misuse.
• All ground facing equipment
• Consumable items i.e. brushes, squeegees, skirts, pads and pad drives
• Equipment recovery costs (unless subject to component failure claimable under the warranty terms)

 

Warranty Periods

Retail Equipment:

• Full parts and Labour Warranty 12 Months or 600 Hours whichever the sooner. All items covered with the exception of exclusions detailed above.

Industrial Equipment:

• Full Parts and Labour Warranty 12 Months or 1000 Hours whichever the sooner. All items covered with the exception of exclusions detailed above.

Municipal Equipment:

Citymaster 600/650

• Full Parts and Labour Warranty 12 Months or 2000 Hours whichever the sooner. All items covered with the exception of exclusions detailed above.

Citymaster 1600/1650/2200/2250

• Full Parts and Labour Warranty 24 Months or 2500 Hours whichever the sooner. All items covered with the exception of exclusions detailed above.

 

Engineer response to site under warranty is within 72 hours of the call out, unless through triage/visual support platform, it is deemed there is danger to life.

 

Spare parts

All Parts supplied by Hako Machines Ltd are subject to replacement warranty for a period of 6 months.

 

Extended Warranties

Hako Machines Ltd is able to offer extended warranty periods up to a maximum of 5 years in totalagainst the Citymaster range of products, by approval.

 

Warranty Claims Process (Hako Machines Ltd)

All Relevant Warranty claims will be processed by our Central offices in Crick and submitted directly to the factory for consideration. In the event that warranty is rejected by the factory for legitimate reasons these costs will passed back to the end user.

 

Warranty Claims Process (Third Party)

Warranty repairs may only be carried by Hako Machines Limited / where an agreement has been made, the Local Authority themselves. Within the approval process Hako Machines Ltd will in conjunction with the local authority agree an individual Warranty Service Level Agreement detailing the specific terms in line with the equipment supplied.

 

Warranty General Terms

• Parts recovery – at cost.
• All parts will be ordered direct from Hako Machines Ltd via the normal parts ordering process subject to a valid order number. All parts will be invoiced in the usual manner and the third party willprocess invoices as per the agreed terms of trading.
• Once the warranty claim has been processed and passed for payment Hako Machines Ltd will through the warranty claim procedure raise a full credit for the agreed parts
• Retention of Failed Parts (Warranty).
• All parts failed within the agreed warranty period will be held by the third party for a period of 60 days. If Hako Machines Ltd does not request return of the claimed parts within the 60 day period the parts may be disposed of at no cost to Hako Machines Ltd.
• The third party will carry out the work in line with the terms detailed above and submit the claim on the agreed warranty claim form (enclosed) In addition the claim form must be supported with an invoice recovering parts and labour at the agreed rates and a copy of the original job sheet together with any parts invoices pertaining to the claim must be attached.
• Claim Forms and all associated paperwork must be submitted to Hako Machines Ltd Service Department within 30 days of completion of the repairs.
• In cases of a warranty claim being rejected Hako Machines Ltd will hold the invoice supplied with the warranty claim form pending full credit and will request that any outstanding invoices for parts be processed for full payment.

 

Warranty Claim Process for Self-Service Customers

The process below is for approved self-service customers who have prior approval to carry out their own warranty work following evidence of capability to undertake own work, written application and a sign off meeting with Adam Bennett, Hako Technical Manager to ensure that the paperwork and process is mutually agreed and understood. Once approved, your details will be held on a register, this will make your claim faster to process in future.

• Machine breaks down, the fault is diagnosed, and parts are ordered in the same way as if it was non-warranty failure
• Machine is repaired (old parts are kept for 6 months by the customer)
• Customer submits a warranty claim form to Hako Technical including photos if possible
• Warranty claim is processed by technical and if necessary, return of parts will be requested
• Warranty claim will be approved or rejected based on information supplied and examination of the parts if deemed necessary
• If warranty is approved, then the customer will be informed and asked to send an invoice to the agreed value to Adam Bennett, Technical Manager
• Technical check the invoice amount then send to accounts along with the original claim for payment

For all other customers, a Hako Engineer must attend to carry out warranty repairs, any claims received without approval will be rejected.

Should you be interested in understanding more, please contact Adam on the Technical Helpline number 0844 257 0828.

 

Hako Machines Limited – Extended Warranty Terms

 

1. Contractual Effect

1.1 These warranty terms supplement and, as relevant, amend the provisions of the agreement under which we provide the Goods to you (the “Core Agreement”).

1.2. To the extent that the provisions of these warranty terms conflict with the provisions of the Core Agreement, the provisions of these warranty terms will prevail.

1.3. By us offering and you accepting these warranty terms, each party accepts that they constitute a valid amendment of the Core Agreement and expressly waives any right to claim otherwise.

 

2. Interpretation

1.4. In this contract, certain words and phrases start with upper-case letters or have a special meaning. The following meanings apply to those words and phrases:

 

Core Agreement	has the meaning given in clause 1.1 above.
Defect	means, in respect of the Goods, a failure to meet the characteristics and quality standards imposed by the Core Agreement and (to the extent not excluded by the Core Agreement) the general law.
Goods	means any item (or part of an item) sold by us to you, as set out in the Core Agreement and any associated order form (accepted by us) or similar.
Warranty Period	has the meaning set out in clause 5 below.
we, us, our	or related words refer to Hako Machines Limited.
you, your	or related words refer to the company, local authority or other entity buying the Goods under the Core Agreement.

 

3. Core Warranty Terms

3.1.Where a Defect affecting any Goods becomes apparent and is notified to us within the Warranty Period that applies to those Goods, we will, subject to the requirements set out in clause 3.2 below and the other provisions of these warranty terms, repair or replace (at our choice) the affected Goods or part of the Goods at no extra charge to you. This (together with any right you may have to reject Goods under the Core Agreement) is your only remedy in respect of Defects and replaces any remedy contained in the general law.

3.2. Our obligations under clause 3.1 above will only apply:
3.2.1. where you own the Goods in question (in accordance with any provisions in the Core Agreement, or operation of the general law, concerning title to the Goods);
3.2.2. where you tell us about the Defect immediately on becoming aware of it and take reasonable steps to avoid making it worse;
3.2.3. where the Goods in question have at all times been operated under normal conditions;
3.2.4. where the Goods in question have at all times been used and (demonstrably) maintained and serviced in accordance with the manufacturer’s instructions and recommendations;
3.2.5. where you have not removed any identification numbers or plates from the Goods in question;
3.2.6. where you have not in any way altered the Goods in question (unless consented to or instructed by us);
3.2.7. to the extent that the Defect does not arise from any design, specification or alteration provided or requested by you; and
3.2.8. to the extent that the Defect does not arise from accident, misuse, neglect or overloading, or solely from wear and tear.

3.3.The following items are excluded from the scope of our obligations under clause 3.1 above, and we will have no warranty liabilities to you (under these warranty terms or the Core Agreement) in respect of them:
3.3.1. preventative maintenance services;
3.3.2. replacement of standard service items;
3.3.3. all ground-facing equipment;
3.3.4. consumables, including (without limitation): brushes, squeegees, skirts, pads, pad drives, bulbs, wiper blades etc; and
3.3.5. equipment recovery costs.

3.4. Clause 3.1 above does not apply to batteries or stand-alone charging units, to which the relevant manufacturer’s standard warranty terms will apply instead.

3.5. Our warranty obligations under clause 3.1 above are subject to preventative maintenance services being carried out by us or by an authorised third party (which may, where expressly approved by us, include you or people employed or appointed by you – in which case you will be responsible for ensuring that all such maintenance is carried out in accordance with the manufacturer’s instructions and recommendations, and keeping accurate service records as referred to below).

 

4. Warranty Process

4.1.On our request, you will provide all supporting documentation of specific equipment service records in order to support any warranty claim – we may deny any warranty claim where the records are not made available or do not demonstrate compliance with the relevant requirements set out in this contract, including those relating to maintenance and usage.

4.2.Where (and only where) you have been expressly approved by us to carry out your own warranty repairs, the following steps will apply (and will override any conflicting provisions of these warranty terms):
4.2.1. Defect (or suspected Defect) is identified.
4.2.2. You order parts as needed in the same way as if it was a non-warranty failure.
4.2.3. You carry out repairs in accordance with manufacturer’s instructions and recommendations, any reasonable further instructions we may give you, and good industry practice. (You must keep old / replaced parts for at least 6 months, to support any investigation we may need to carry out – if you fail to do this, your warranty claim will be invalid.)
4.2.4. You submit a warranty claim form to Hako Technical, including photos if possible.
4.2.5. Warranty claim is processed by our technical team and, if requested, you will return old / replaced parts to us.
4.2.6. Warranty claim will be approved or rejected by us based on information supplied by you and examination of the parts if deemed necessary.
4.2.7. If warranty is approved, then you will be informed and asked to send an invoice to the agreed value to our Technical Manager.
4.2.8. We will then check the invoice amount then send to accounts along with the original claim for payment.

 

5. Warranty Periods

The following Warranty Period(s) applies / apply to the Goods described below:

 

6. General

6.1.If any part of these warranty terms is found to be invalid or unenforceable, that will not affect any other part of these warranty terms, which will, to the full extent possible, continue to apply and be enforceable.

6.2.The governing law of these warranty terms is the same as the governing law of the Core Agreement. The provisions of the Core Agreement relating to conduct or resolution of any dispute or claim will apply to these warranty terms.