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Terms and Conditions of Supply
Coffee Supply Merdeka Coffee supplies wholesale and retail coffee STRICTLY on a no return policy. 'Sale or return' is not a phrase we recognise. Any coffee that is kept past its shelf life can not be returned or exchanged for new product and/or a refund.
Shelf life for commercially supplied product- either for wholesale re-sale or use in cafes, hotels, restaurants, clubs etc is 3 calendar months from roasted date. All coffee dispatched is cupped (tested) before release to clients.
Merdeka Coffee does not extend any credit terms beyond 30 days. We offer a competitively priced product based on the fact that we expect ou customers to pay promptly. Any unpaid invoice beyond 30 days will be subject to interest of 15% for the first 30 days beyond due date and a compounding 10% per month after that time.
Machine Supply- Rental In the past we have been fairly flexible with visiting clients who have reported problems- in most cases not charging for this. However, we have calculated around 97% of call outs were either not related to machine problems, or were problems that were caused by preventable actions (using isi ulang water, not charging the water softeners every 2 weeks etc). Travelling all over Indonesia for issues relating to staffing, not technical issues of machines is not Merdeka coffees responsibility. As a result of this all call outs will either be charged, or if the warranty on the machine is still valid, be covered by us.
This schedule excludes rental machines- where the call out and services is included in the rental agreement- unless operator error or negligence has created the problem. In this case the callout fee as well as any cost of parts and repair will be charged.
Pricing Schedule for serving San Marino/Astoria Espresso Machines:
Machines under warranty:
Call out- within Jakarta/Bali. No charge if there is a mechanical problem with machine, and that problem has not been caused by operator error.
Example of where a charge would be levied (even if the machine is under warranty):
- Water softener not recharged every 2 weeks (not applicable to CKX/CKXE machines)
- Water filter not used- blockages to internal pump are 100% NOT covered by warranty
- Any hydraulic damage where either Aqua or Ades water has not been used. Use of isi ulang voids any hydraulic guarantee on the machine
- Electrical damage (computer black box) where a stabilizer has not been used.
- Any condition which is not a machine issue at all- eg: water supply turned off, water hose folded so water can not enter machine, main supply electrical problem, old coffee being used so no crema on shot, power supply insufficient for machine wattage thus warm-up and reheating slow, old grinder blades resulting in poor quality shots, incorrect coarseness of coffee due to poor barista training etc!
Parts covered by warranty for 1 year. Service to replace parts (if covered)- no charge.
Machines outside of warranty:
Call out - 500,000idr. Café owner must request call out via Ibu Arlini Syah- mobile 085885077220. A PO must be signed accepting service charge at site before work can proceed. The 500,000 is a call out charge only. Replacement parts will be charged for. If a replacement machine is required, a similar machine can be supplied at rental cost.
Callout outside of Jakarta- As above, except the client must pay transport and/or accommodation charges (if applicable).
Callout for service help- A call out to assist with training, cleaning a water softener etc not related directly to a technical issue- 500,000idr flat charge (maximum 2 hours on site) for Jakarta and Bali only
