Repair/swap terms & conditions

Some devices are swapped (VPOS), while some are repaired (other POS devices and printers).

VPOS - swap

VPOS devices are swapped, not repaired. That means that if anything is wrong with the device hardware-wise, the customer receives a swap device.

The customer is invoiced the swap cost in case the guarantee is void (physical damage to the device) or expired (older than 12 months), otherwise, the customer is not invoiced anything. The customer is obliged to ship the broken device to us within 6 workdays after the swap device is set up and operational; otherwise, they will be invoiced a rental fee for each day beyond the 6 workdays.

In case of a swap, the POS serial number stays the same, so the customer doesn't have to re-register the device at Skatteverket.

Devices in the swap pool are new or refurbished POS devices of the same model (VPOS) and equivalent value.

What is invoiced, and in which case?

If the guarantee is valid:
- The swap fee is not invoiced to the Customer.
- Shipping fee is not invoiced to the Customer, nor shipping of the swap device to the customer, nor broken to Trivec.

If the guarantee is void or expired:
- Swap fee is invoiced to the Customer (fixed cost independent of damage type). Price is available in Hubspot, if nothing else is determined in direct contracts between Customer and Trivec.
- Shipping fee is invoiced to the Customer, both shipping of the swap device to the customer, and broken to Trivec.

Following fees are never invoiced to the Customer:
- Labour,
- Device diagnostics,
- Repair fee,
- Spare parts.

Other POS devices and printers - repair

Shipping cost

The customer covers the shipping cost of the broken device to the repair center. In case Trivec assists with booking the shipping of the broken-down device to the repair center, Trivec will invoice the shipping cost to the customer. 

Trivec will invoice the shipping cost of the repaired device back to the customer, whether the guarantee is valid or not. The same applies whether the customer has decided to have the device repaired or not. 

Guarantee

The device guarantee is valid for 12 months in case there is no physical damage to the device. If guarantee is valid, the device will be repaired or replaced free of cost. 

Repair cost quote

In case the guarantee is no longer valid, within 10 work days after the broken POS device has arrived at the repair center, Trivec will contact the customer via e-mail with a repair cost quote. 

The customer is required to accept or reject a repair cost quote via e-mail within 10 work days. In case the customer does not reply to a repair cost quote within the given time, Trivec will invoice a storage fee (300 SEK/device/day) to the customer until a reply is received.  

If the customer agrees to the repair quote, the device will be repaired and shipped to the customer within 10 work days. The quoted cost will be invoiced to the customer, along with the return shipping cost. 

If the customer decides not to have the device repaired, the device will be sent back to the customer, and the inspection fee (700 SEK/device) will be invoiced to the customer along with the return shipping cost. 

Replacement POS device

During the repair process of desktop POS devices, Trivec can provide a replacement device of equivalent functionality. A replacement device is not provided for SurfaceGo devices or printers. 

Sending the broken device to Trivec repair center

In case the customer is provided a replacement device, the broken-down device needs to be shipped to the Trivec repair center within 10 work days.

In case the broken-down device is not received within 10 work days, Trivec will invoice a replacement device rental fee (1000 SEK/day) until the device is received.

Sending the replacement device back to Trivec repair center

The replacement device needs to be shipped back to Trivec repair center no later than 10 work days after the repaired device has been sent to the customer. The same applies in case the customer decides not to have the device repaired.

In case the replacement device is not received within 10 work days, Trivec will invoice a replacement device rental fee (1000 SEK/day) until the device is received. 

Damage on the replacement POS device

In case repair and/or cleaning is required on the returned replacement POS device, the customer will be invoiced an hourly fee for this service. 

In case any accessories are missing from the replacement device (cables, PSU, black-box), customer will be invoiced the cost of these accessories.