Service call policy

HRI Vending Service Call Policy

Effective June 1, 2026 | Document Version 3125

We want you to know what to expect when requesting service from HRI Vending. This policy explains our scheduling process, service charges, repair approvals, warranty coverage, and customer responsibilities.

Please review this policy before scheduling service. Questions? Call 262-679-1328.

Moving announcement: Our physical operations are relocating to New London, Wisconsin, effective November 1, 2026. For location information and questions about service during the transition, visit our We’re Moving! Q&A.

Service Rates at a Glance

Standard Service Labor: $135 per hour, including technician travel time.

Minimum Charge: One hour per service visit.

Additional Time: After the initial hour, labor is billed in 30-minute increments at $67.50 per increment.

Credit Card on File: A valid credit card is required before a technician is dispatched.

Payment: Due upon completion unless other arrangements have been approved in writing.

Parts, freight, applicable taxes, and other authorized charges are additional unless covered under an applicable warranty or otherwise stated in writing.

1. Service Labor and Billing

Service labor is based on the total time required for the service call, including:

Technician travel.
Diagnosis and troubleshooting.
Repairs and installation.
Programming and training.
Testing and related service activities.
Communication about diagnosis, repair options, warranty determinations, recommendations, estimates, and authorization approvals.

A one-hour minimum applies to every service visit. After the initial hour, labor is billed in 30-minute increments at $67.50 per increment.

2. Credit Card Requirement

A valid credit card must be provided and kept on file before a technician will be dispatched.

By providing a credit card, you authorize HRI Vending to charge approved service labor, diagnostic charges, authorized parts, applicable taxes, and other approved service-related charges upon completion.

Your card will not be charged until services have been performed and charges have been authorized in accordance with this policy.

3. Diagnostic Services and Repair Authorization

A service call covers the technician’s time, expertise, travel, and diagnostic services, whether or not a repair is completed.

Diagnostic services, service labor, and authorized repair work remain payable even if:

The machine cannot be repaired.
Replacement parts are unavailable.
You choose not to proceed with recommended repairs.
A manufacturer denies warranty coverage.
Additional issues are discovered during diagnosis.

Many issues can be diagnosed remotely by phone, potentially reducing the need for multiple visits.

Most service calls are diagnosed within one hour. If additional diagnostic or repair time is needed, we will notify you before further work is performed.

No repairs beyond the initial diagnosis will be performed without customer authorization. If parts are needed, we will provide an estimated cost and obtain approval before ordering or installing them.

4. Limited Parts Warranty

Refurbished Equipment

Refurbished vending machines sold by HRI Vending include a 90-day limited parts warranty beginning on the original purchase date.

During this period, HRI Vending will provide replacement parts at no charge for components we determine failed because of defects in materials or workmanship under normal operating conditions.

This warranty does not cover service labor, diagnostic time, service call charges, freight, or costs associated with diagnosing, removing, installing, or transporting replacement parts. These costs remain the customer’s responsibility.

New Equipment

New vending machines are covered by the manufacturer’s warranty, typically one year for parts, unless otherwise specified by the manufacturer.

HRI Vending may assist with diagnosis, claims, parts ordering, and warranty-related repairs. However, coverage, approvals, exclusions, and claim determinations are subject to the manufacturer’s policies and final approval.

We cannot guarantee that a manufacturer will approve a claim, provide replacement parts, reimburse labor, or otherwise honor warranty coverage.

If coverage is denied, the customer is responsible for applicable parts, service labor, freight, diagnostic charges, and related service costs.

Warranty Exclusions

Under this policy, warranty exclusions include failures resulting from:

User error, misuse, abuse, or neglect.
Improper installation or operation.
Unauthorized modifications.
Environmental conditions.
Power-related issues or electrical surges.
Vandalism, theft, or acts of nature.
Product jams or improper product loading.
Lack of routine maintenance.
Pest infestations.
Water or cosmetic damage.
Normal wear and tear.
Damage caused by third-party service providers.

User error includes conditions outside normal machine operation, such as improper programming, incompatible products, forcing components, accidental damage, improper cleaning, failure to follow instructions, or failure to maintain the machine.

If a failure is determined to be non-warrantable, the customer is responsible for applicable parts, labor, freight, and other service-related costs.

Warranty replacement parts may be new, refurbished, rebuilt, aftermarket, or equivalent components where permitted by the applicable warranty program.

Warranty Determinations

HRI Vending reserves the right to inspect, diagnose, and determine the cause of a failure before approving coverage under our refurbished equipment warranty.

New equipment warranty determinations remain subject to manufacturer review and approval.

Warranty determinations made by HRI Vending for refurbished equipment, or by the manufacturer for new equipment, are final.

5. Return Visits

Additional labor charges may apply when a technician must return because of parts availability, approvals, site access, missing customer information, or other circumstances.

Each visit is subject to the one-hour minimum and billing requirements in this policy.

6. Site Access and Cancellations

Customers must ensure the equipment is accessible and an authorized representative is available when necessary.

If a technician arrives and cannot access the equipment, or an appointment is canceled after dispatch, HRI Vending reserves the right to charge the one-hour minimum service labor charge.

7. Service Limitations and Pre-Existing Conditions

We make every reasonable effort to diagnose and repair equipment, but we cannot guarantee every machine can be repaired or restored to full operating condition.

Repairs may be affected by obsolete or unavailable parts, prior damage, age-related wear, manufacturer defects, environmental factors, or other conditions beyond our control.

Diagnostic services, labor, and authorized work remain payable regardless of whether the machine can ultimately be repaired.

HRI Vending is not responsible for pre-existing damage, prior improper repairs, unauthorized modifications, missing components, vandalism, abuse, neglect, or other conditions that existed before our visit.

Additional repairs identified during diagnosis may require separate authorization and additional charges.

8. Customer-Supplied Parts and Equipment

HRI Vending does not warranty, guarantee, or assume responsibility for customer-supplied parts, components, accessories, software, payment systems, or equipment.

When work involves customer-supplied parts or third-party equipment, HRI Vending is not liable for compatibility or performance issues, additional labor requirements, equipment damage resulting from those parts, or inability to complete the requested repair.

Service labor and diagnostic charges apply regardless of the outcome.

9. Replacement Parts

To provide timely, cost-effective service, we may install new, refurbished, rebuilt, aftermarket, or equivalent replacement parts when appropriate and available, unless otherwise agreed in writing.

Replacement parts are subject to the applicable manufacturer, supplier, or HRI Vending warranty, if any.

10. Estimates and Repair Costs

Estimates provided before diagnosis are based on the information available at the time.

Actual costs may vary if diagnosis reveals additional issues, failed components, hidden damage, obsolete parts, or other conditions.

HRI Vending will make reasonable efforts to notify you and obtain authorization before performing repairs that exceed previously approved amounts. All estimates are subject to change until the repair is completed.

11. Equipment Left for Shop Repair

Equipment brought to our facility for repair, inspection, refurbishment, or evaluation must be retrieved promptly after we notify you that service is complete.

Equipment left unclaimed for more than 30 days after notification may be subject to storage fees of $10 per day, unless otherwise agreed in writing.

HRI Vending reserves the right to pursue remedies available under applicable law for abandoned equipment.

12. Payment Terms

Payment is due upon completion unless HRI Vending has approved other arrangements in writing.

By requesting service and providing a payment method, you authorize charges for approved service labor, diagnosis, authorized parts, freight, applicable taxes, and other approved service-related charges.

Warranty-covered parts do not waive labor, diagnostic, service call, freight, or related charges unless HRI Vending states otherwise in writing.

Returned or Unhonored Payments

If a credit card, check, ACH payment, or other payment is declined, returned, disputed, reversed, charged back, or otherwise not honored, HRI Vending reserves the right to assess a $30 returned payment fee, or the maximum amount permitted by applicable law.

Past-Due Accounts

Accounts unpaid more than 30 days after the invoice date may accrue interest at 2% per month (24% annually), or the maximum lawful rate, whichever is lower.

If collection efforts are required, the customer is responsible for collection costs, court costs, filing fees, chargeback fees, reasonable attorney fees, and other recovery expenses to the extent permitted by law.

HRI Vending may suspend future service, warranty support, technical support, parts sales, equipment sales, and other business services until outstanding balances are paid in full.

13. Scheduling Service

Our scheduling process is:

Submit a service request.
Provide machine information and a valid credit card to be held on file.
We assign your request to a technician.
The technician contacts you directly to schedule service.

Appointments are typically scheduled within one to three business days, subject to technician availability, service demand, weather, and parts availability.

Submit a Service Request

14. After-Hours, Weekend, Holiday, and Emergency Service

Service calls are generally performed during normal business hours. Scheduling depends on technician availability, service demand, weather, parts availability, and other operational considerations.

After-hours, weekend, holiday, and emergency service may be unavailable and is not guaranteed.

If HRI Vending agrees to provide service during these times, additional labor rates, minimum charges, or other fees may apply at our discretion. We reserve the right to decline these requests.

15. Customer Acknowledgment

By requesting service, scheduling a service call, providing a credit card on file, submitting an electronic service request, or otherwise authorizing work, you acknowledge that you have read, understood, and agree to this Service Call Policy.

You also acknowledge that approved labor, diagnostic charges, authorized parts, applicable taxes, and other approved charges may be charged to your provided payment method upon completion.

Failure to read this policy does not relieve customers of their obligation to comply with its terms.

Questions Before Scheduling?

We’re happy to explain service charges, the repair process, or warranty coverage before your appointment.

Call: 262-679-1328
Email: info@hrivending.com

Request Service

​Service call policy