Partner programme/ Warranty
Warranty Programme
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 while a fault is being assessed. That means replacement units or parts go out to you fast, so you're not waiting for a 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
- Normal wear items such as batteries and external surfaces
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 the partner platform. 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, attaching photos and a 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.
Fault analysis
The returned unit goes through a fault analysis process. Findings feed back into our QA and product development — improving reliability across the board.
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