Your customers' sites stay operational. Always.

A fault on a customer's site is a problem for them, and it reflects on you. Our warranty programme makes sure you're never left empty-handed when something goes wrong.

Why warranty cover matters for service providers

When you're managing washroom hygiene across dozens or hundreds of commercial sites, equipment failures are inevitable. What matters is how quickly they get resolved, because your customer's experience is your reputation.

Our warranty programme is designed to keep sites operational. That means replacement units or parts are sent to you quickly, so you're not waiting for the repair process to complete before your customer's washroom is back in service.

What's covered

All hardware sold through the partner programme
Manufacturing defects and component failures under normal use
Motor and mechanism faults on electronic units
Structural faults on wall-mounted dispensers
Premature consumable feed failures attributable to the dispenser mechanism

What's not covered

Damage caused by misuse, physical impact, or vandalism
Use of non-proprietary consumables in proprietary dispensers

Warranty period

Standard hardware carries a two-year warranty from the date of installation. Extended warranty terms are available for Enterprise partners — speak to your account contact for details.

Swap-first approach

We dispatch a replacement before the original unit is even returned. Your customer's site stays operational while we assess the fault — no waiting on a repair process.

Logged through the platform

Warranty claims are logged and tracked through hoop247. You and your team can see the status of every open claim at any time.

Most claims resolved remotely

A high proportion of reported faults are resolved without a replacement — our team can often diagnose the issue and walk your team through a fix.

How it works

From fault report to resolution

A clear, four-step process means you always know what's happening and when to expect it.

Log the fault

Your team reports the fault through the hoop247 platform, leaving a clear description against the specific unit at the specific site.

Remote assessment

Our team reviews the claim and, in many cases, can diagnose and resolve the issue remotely — walking your tech through a fix without a replacement being needed.

Replacement dispatched

Where a replacement is needed, we dispatch it before the original unit is returned. Your customer's site stays operational while we assess the fault.

Protect your reputation with every installation

The warranty programme is included in every partner agreement. Get in touch to find out more about how it works in practice.

Talk to us