Repair Policy

• On-Site Repair Rates

  A corresponding labor fee will be charged if we are able to repair the unit on-site and no spare parts replacement is required. The labor fee will depend on the model of the machine.

  A check-up fee of ₱1,000.00 per unit for provincial areas and ₱600.00 per unit for Manila areas will be charged if we are unable to repair the unit on-site due to the need for spare parts replacement. The check-up fee is payable via COD, is non-refundable, and is not deductible from the labor charge.

  After the inspection, we will provide you with a quotation for the necessary repair and replacement parts.

  The schedule for on-site repair will be sent through the email address, contact number, or Viber account you provided. Kindly ensure that the contact information provided is active and accessible for scheduling and coordination purposes.

  An additional fee of ₱1,500.00 per unit will be added to the quotation if the machine needs to be pulled out and transported to our repair facility.

• Shop Repair Rates

  For shop repairs, we will inspect and check the unit on the spot, especially for Brother printers. After the inspection, we will provide your personnel with the total amount to be paid for the repair.

  If you decide not to proceed with the repair after the unit has been inspected, only a ₱400.00 check-up fee will be charged.

  For non-company or residential locations, we request that the unit be sent or delivered to our office in Binondo, Manila, where our technicians can properly inspect and assess the unit for repair.

  Thank you, and kindly provide your approval for us to proceed with the repair service under the terms stated above.

• Terms and Conditions

  These Terms and Conditions apply to all products, equipment, and devices submitted to SolidCare Service Center for inspection, diagnosis, maintenance, and repair. By submitting a unit for service, the customer acknowledges and agrees to the following terms.

  1. INSPECTION AND DIAGNOSIS

  All units are subject to inspection and diagnosis by our service technicians before repair work is performed.

  After inspection, SolidCare Service Center will provide the customer with an assessment and, when applicable, a quotation covering labor, replacement parts, and other necessary charges.

  Repair work requiring additional charges or replacement parts will proceed only after receiving the customer's approval.

  2. ON-SITE REPAIR

  A corresponding labor fee will be charged when the unit can be successfully repaired on-site without requiring replacement parts. The labor fee may vary depending on the machine model, type of equipment, and complexity of the repair.

  If the unit cannot be repaired on-site because replacement parts, further testing, or workshop servicing is required, the following check-up fees will apply:

  • Metro Manila: ₱600.00 per unit

  • Provincial Areas: ₱1,000.00 per unit

  The check-up fee is non-refundable and not deductible from the labor or repair charges.

  If the unit needs to be pulled out and transported to our repair facility, an additional ₱1,500.00 per unit will be added to the quotation, unless otherwise stated or agreed upon.

  3. SHOP / SERVICE CENTER REPAIR

  Units brought directly to SolidCare Service Center will be inspected and diagnosed by our technicians.

  After inspection, the customer will be informed of the recommended repair, required replacement parts, and corresponding charges.

  If the customer decides not to proceed with the repair after inspection, a ₱400.00 check-up/diagnostic fee per unit will be charged.

  For customers from residential or non-company locations, units may be delivered to our service facility in Binondo, Manila for proper inspection and assessment.

  4. REPAIR QUOTATION AND APPROVAL

  Quotations are based on the condition of the unit at the time of inspection.

  No repair involving additional charges or replacement parts will proceed without customer approval.

  If additional problems are discovered during the repair process, SolidCare Service Center will inform the customer and provide an updated quotation when necessary.

  Prices and availability of replacement parts are subject to change depending on supplier availability and market conditions.

  5. REPLACEMENT PARTS

  Replacement parts will be installed only when necessary and approved by the customer.

  The availability of parts depends on the manufacturer, distributor, or supplier. Repair completion may therefore be delayed when parts need to be ordered.

  Replacement parts may carry their own manufacturer's or supplier's warranty, where applicable.

  6. REPAIR TURNAROUND TIME

  Estimated repair completion dates are provided as a guide only and are not guaranteed.

  Repair time may be affected by:

  • Availability of replacement parts

  • Complexity of the problem

  • Additional faults discovered during repair

  • Manufacturer or supplier response time

  • Volume of units currently under service

  • Circumstances beyond the reasonable control of SolidCare Service Center

  Customers will be informed of significant delays whenever reasonably possible.

  7. CUSTOMER DATA AND BACKUP

  For devices containing data, files, configurations, or software, customers are strongly advised to back up all important data before submitting the unit for service.

  SolidCare Service Center will exercise reasonable care when handling customer equipment. However, customers remain responsible for maintaining backups of important data before servicing.

  Unless otherwise agreed in writing, data recovery is not included as part of the standard repair service.

  8. PRE-EXISTING DAMAGE AND ADDITIONAL DEFECTS

  SolidCare Service Center will not be responsible for defects, damage, missing components, or operational issues that existed before the unit was received.

  During diagnosis or repair, additional defects may become apparent that were not detectable during the initial inspection. The customer will be informed if these defects require additional repair or charges.

  9. WARRANTY ON REPAIR SERVICE

  Any service warranty provided by SolidCare Service Center applies only to the specific repair performed and/or replacement parts installed, subject to the warranty period stated on the service report, invoice, or official documentation.

  The service warranty does not cover damage or failure resulting from:

  • Misuse, abuse, negligence, or improper operation

  • Accidents, drops, impact, or physical damage

  • Liquid or moisture damage

  • Power surges, unstable electricity, or electrical damage

  • Unauthorized modification or repair by another person or service center

  • Viruses, software problems, or corrupted operating systems

  • Consumable parts and normal wear and tear

  • Damage caused by external accessories or third-party components

  Warranty claims are subject to inspection and verification by SolidCare Service Center.

  10. UNCLAIMED UNITS

  Customers will be notified when their unit is ready for release.

  Units should be claimed within the period communicated by SolidCare Service Center. Units left unclaimed for an extended period may be subject to reasonable storage charges after prior notice to the customer.

  Any further action concerning long-term unclaimed units will be handled in accordance with applicable Philippine laws and regulations.

  11. PAYMENT

  All applicable diagnostic, check-up, labor, transportation, replacement parts, and other approved service charges must be settled according to the payment terms stated in the quotation, service order, or invoice.

  The repaired unit may be released only after all required payments have been completed, unless other payment arrangements have been approved.

  12. COMMUNICATION AND SERVICE SCHEDULING

  Repair schedules, quotations, approvals, and service updates may be communicated through the customer's provided:

  • Email address

  • Mobile/contact number

  • Viber account

  • Other officially agreed communication channels

  Customers are responsible for providing accurate and active contact information.

  Delays resulting from an inability to contact the customer may affect the repair schedule and completion date.

  13. ON-SITE SERVICE ACCESS

  For on-site services, the customer must provide our technicians with reasonable and safe access to the equipment.

  The customer should ensure that the required electrical supply, network access, workspace, authorized personnel, and other necessary facilities are available when applicable.

  Additional visits caused by unavailable equipment, inaccessible locations, or circumstances outside the technician's control may be subject to additional charges with prior notice to the customer.

  14. CANCELLATION

  If a customer cancels an approved repair after parts have already been ordered or work has commenced, the customer may be responsible for costs already incurred, including specially ordered parts, transportation, diagnostic work, and completed labor, as applicable and previously disclosed.

  15. LIMITATION OF SERVICE

  SolidCare Service Center reserves the right to decline or discontinue a repair when:

  • The unit is considered unsafe to service;

  • Required replacement parts are unavailable;

  • The unit has been excessively modified or previously repaired improperly;

  • Repair is technically impractical or uneconomical; or

  • Other circumstances prevent the repair from being completed safely and properly.

  The customer will be informed accordingly.

  16. CUSTOMER APPROVAL

  By signing the service request, approving the quotation, submitting the unit for repair, or otherwise authorizing SolidCare Service Center to proceed, the customer confirms that they have read, understood, and accepted these Terms and Conditions.

• Safety Vaults Repair Policy

  Service Scheduling:

  All repair and service requests must be scheduled in advance through any of the following channels:

  • Company Website
  • Email
  • Contact Number
  • Viber Account

  We will coordinate service schedules with the client based on technician availability and location.

  On-site Repair:

  A.  Checkup Fee:

  A technician will visit the client's location to inspect and diagnose the reported problem with the safety vault.

  The checkup fee will depend on the service location:

  NCR: ₱1,000.00 and up

  Provincial: ₱2,500.00 and up

  If replacement parts are required after the diagnosis, the technician will prepare a Repair Quotation indicating the required parts, labor, and other applicable charges. The quotation will then be sent to the client for approval.

  B.  Labor Fee:

  If the client approves the Repair
  Quotation, a technician will perform the necessary repair work.

  The labor and repair charges will depend on the brand, model, type of repair, required parts, and service location.

  Goodwill Safe: As stated in the approved Repair Quotation

  Chubbsafes: As stated in the approved Repair Quotation

  The final repair cost will be provided through a Repair Quotation before the repair work proceeds.

  C.  Hauling Fee:

  If the safety vault cannot be repaired on-site and needs to be transported to our repair facility, a Hauling
  Fee of ₱2,000.00 per unit will apply.

  The total cost will consist of:

  Hauling Fee + Repair/Labor
  Cost + Replacement Parts (if applicable)

  Repair/Labor costs will depend on the brand, model, actual condition of the unit, and required repair.

  Goodwill Safe: As stated in the approved Repair Quotation

  Chubbsafes: As stated in the approved Repair Quotation

  Important Terms and Conditions:

  1.  Customer approval is required before proceeding with the on-site repair service.

  2.  The checkup/diagnostic fee is separate from the repair and labor charges.

  3.  Payment of the checkup fee does not guarantee that the safety vault can be repaired.

  4.  Any required replacement parts will be quoted separately.

  5.  Repair work will only proceed upon the client's approval of the Repair Quotation.

  6.  Additional transportation, handling, or special service charges may apply depending on the location, size, weight, or condition of the unit.

  7.  For units requiring hauling, the ₱2,000.00 per-unit pull-out fee is separate from the repair cost.

  8.  Final pricing is subject to the actual condition of the safe or vault and the availability and cost of required replacement parts.

  9.  Service schedules are subject to technician availability.

  10.  Any repair warranty, if applicable, shall be indicated in the approved Repair Quotation.

  WARRANTY RULES

  The following conditions shall apply to any applicable repair
  warranty:

  •  The original Invoice/Delivery Receipt (DR) or Warranty Slip must be presented or available for verification.

  •  The warranty shall be void if the problem is caused by human error, misuse, abuse, or improper operation.

  •  The warranty shall be void if the safety vault has been modified, altered, or tampered with without authorization.

  •  The warranty shall be void if the safety vault is transported, carried, or handled by a third party without prior
  authorization.

  •  The warranty shall be void if the safety vault has been sold, transferred, or assigned to another party, unless otherwise approved by the company.

  •  Warranty coverage shall be subject to the terms and conditions stated in the applicable Warranty Slip, Invoice/Delivery Receipt, or Repair Quotation.

• Card Printers Repair Policy

  A. On-site Repair 

  For Card Printer Machines, charges will depend on warranty status.

  Under warranty units, charges of repair cost are free of charge.

  Onsite support provincial client will also follow warranty status.

  We highly recommend sending units to in-house repair at HQ service center, considering printer issues complexity.

  Exclusion: Logistic charge (back and forth).

  Non warranty units repair on the other-hand service cost takes full charges including logistic depend on the complexity of machines issues excluding spare parts cost.

  Service unit provisions:

  Preparation of this option may be arranged according to specified agreement and special need and customer situation.

  · Under warranty
  · Production Printing Needs   
  · SLA agreement

   

  B. In house Repair
  Under warranty units:
  Charges of repair cost are free of charge.
  
  Out of Warranty:
  Basic inspection
  and diagnostic start at Php500.00, (non-refundable).However in the context of machine issues complexity, diagnostic fee can be waive or include to the total  service cost.

  In the event of proceeding for further diagnostic tiers, a customer service will notify client for a Quote including of recommended spare parts indicating Total Cost subject for customer approval.

  Repair execution will proceed accordingly upon customer approval with proper timeline.

  Exclusion: Logistic charge (back and forth).

  In any instance or inquiry about charges details do not hesitate to call Card Printing Management Group (CPMG) thru Solid Care hotline numbers.