Terms and Conditions
By requesting and/or receiving service from the Hyperion Coffee Co. Service Department (“Hyperion”), the Client agrees to the following Terms and Conditions. These Terms govern all commercial and residential services, including but not limited to labor, parts, travel, diagnostics, consulting, and associated charges.
1. Labor Rates & Service Tiers
Tier 1 – Commercial Preventative Maintenance Accounts
Reactive Service Calls: $100 per hour, plus parts and travel
Preventative Maintenance Subscriber Calls: Parts (25% discount on most parts) plus travel
Same-Day Emergency Service: Additional $50 charge
Minimum On-Site Charge: $100
Phone Troubleshooting: May incur applicable charges
False Start / No-Show Charges: If the Client is not ready for service, fails to cancel, or triggers a false service call, the Client will be charged for:
Additional $100 administrative charge
Consulting Fees: $100 per hour (equipment sourcing, café layout, water quality, etc.). Certain consulting fees may be credited toward future invoices only under pre-agreed written circumstances.
Tier 2 – Current Commercial Wholesale Accounts
(Current account with at least 3 months of consistent order history)
Reactive Service Calls: $125 per hour, plus parts and travel
Preventative Maintenance Subscriber Calls: Parts (25% discount on most parts) plus travel
Same-Day Emergency Service: Additional $50 charge
Minimum On-Site Charge: $125
Phone Troubleshooting: May incur applicable charges
False Start / No-Show Charges: Same as Tier 1, plus:
Additional $100 administrative charge
Consulting Fees: $125 per hour (credit eligibility only by prior agreement)
Tier 3 – Commercial Non-Wholesale / Non-PM / Third-Party Accounts
Reactive Service Calls: $225 per hour, plus parts and travel
Same-Day Emergency Service: Additional $50 charge
Minimum On-Site Charge: $225
Phone Troubleshooting: May incur applicable charges
False Start / No-Show Charges: Same as Tier 1, plus:
Additional $100 administrative charge
Consulting Fees: $225 per hour (credit eligibility only by prior agreement)
Tier 4 – Home & Prosumer Accounts
Service Labor: $100 per hour, plus parts and shipping
Minimum Service Fee (including diagnostics): $100
Home & Prosumer Service Policy
In-home service is not offered for home or prosumer machines
Machines must be dropped off during open hours at the Hyperion Ypsilanti Café
Client must include:
Written note with name, phone number, and email
Drain tray, portafilter, and water/drain lines as applicable
2. Travel Charges
Under 1 Hour: $25 per hour (flat rate)
Over 1 Hour: $50 per hour (flat rate)
Over 2 Hours: $75 per hour (flat rate)
3. After-Hours Charges
After-Hours Labor: Additional $25 per hour
After-Hours Availability Includes:
Daily from 6:00 PM – 8:00 AM
Weekends
Holidays
After-Hours Travel: Additional $50 per hour
4. Service Policies
Cancellations: A minimum of 24 hours’ notice is required. Cancellations within 24 hours may incur a $50 reschedule fee.
Waiting On Site: Time spent waiting for access, approval, or readiness is considered billable service time.
Self-Repairs: Additional fees may apply if the Client has attempted repairs prior to Hyperion service.
Unusual or Complex Conditions: Additional charges may apply for unexpected or unusually complex issues (“weirdness”).
Unsafe or Uncomfortable Conditions: Hyperion may charge additional fees or refuse service if the environment is deemed unsafe or unsuitable.
Right to Refuse Service: Hyperion reserves the right to refuse service at its sole discretion.
5. Diagnostics, Repairs & Authorization
Hyperion will make commercially reasonable efforts to quote and obtain Client approval for required parts and repairs prior to installation whenever practicable. However, the Client acknowledges and agrees that Hyperion may, at its discretion, replace parts or perform repairs without prior authorization when necessary to:
Complete diagnostics
Restore basic functionality
Prevent further damage
Ensure safe operation
While Hyperion will make reasonable efforts to notify the Client when such work is anticipated, prior notice or approval may not always be possible. All diagnostic-related repairs and parts are billable to the Client.
6. Installation, Water Quality & Warranty Voidance
All equipment must be installed, relocated, or reinstalled by Hyperion or with prior written authorization. Any installation, modification, relocation, or service performed by unauthorized parties immediately voids all warranties.
The Client is solely responsible for maintaining incoming water quality within Hyperion’s required specifications at all times. Damage caused by improper water quality—including scale, corrosion, or component failure—is not covered under any warranty. Failure to maintain water specifications voids all warranties, including manufacturer warranties where applicable.
7. Warranty Terms
Service Warranty
Labor and service work is warranted for 30 days from completion and is limited to service-related defects only.
New Equipment Warranty
Any equipment sold new by Hyperion includes:
One (1) year parts and labor warranty, beginning on the date of installation by Hyperion
Any applicable manufacturer warranty, subject to manufacturer terms
All warranties are void if installation, water quality, plumbing, electrical, or service requirements are not met.
8. Parts Ownership
All parts remain the property of Hyperion until paid for in full. Hyperion reserves the right to remove and reclaim unpaid parts in the event of non-payment, without liability.
9. Payment & Card on File
A valid credit card must be kept on file prior to scheduling service. The Client authorizes Hyperion to charge the card on file for all invoiced amounts. Failed payments, reversals, or chargebacks may result in additional fees and suspension of service.
10. Pricing & Modifications
Pricing for labor, parts, and travel is subject to change without notice. These Terms & Conditions may be modified at any time. Continued use of Hyperion services constitutes acceptance of current terms.