Technical Support

1. Repairs Under Warranty

Warranty repairs, at no cost to the Customer, will only be carried out under the following conditions:

1.1 Eligibility Conditions

• If the equipment is still within the warranty period. STIVIKPRO, LDA may request the proof of purchase.
• If there are no signs that the equipment has been subject to technical intervention by non-authorised personnel.
• Provided that the use of the equipment and its internal and external physical condition comply with the conditions set out in the warranty certificate.

1.2 Faults Not Covered

If the fault is not covered by the Warranty conditions, the repair will only proceed after the Customer’s express authorisation and will then be governed in accordance with points 2 and 3 of these Repair Terms and Conditions.

2. Repairs Not Covered by Warranty

Repairing equipment not covered by warranty requires payment of the Assessment/Quotation or Repair price, to be determined as follows:

2.1 Assessment and Quotation

• Whenever the Customer requests an Assessment/Quotation for the repair, they must pay in advance the amount shown in the price list.
• If the repair is approved, the quotation amount will be deducted from the final amount to be paid.
• The quotation is a mere estimate and may not be considered the final price for repairing the equipment.

2.2 Composition of the Final Price

The amount will be determined exclusively according to:

• Labour time spent on the repair, charged at the applicable hourly rate or by a subcontracted third party.
• Components, parts and/or accessories used in the equipment, valued at the price in force on the date of repair.
• Equipment storage costs, whenever collection conditions are not met.
• Technician travel fee, in cases where the Customer requests a technician to attend at home.

3. General Conditions Applicable to All Repairs

3.1 Repair Time

The repair timeframe depends on the complexity and nature of the fault, as well as the type of equipment. In general, STIVIKPRO, LDA estimates an average repair time between 5 to 10 working days and cannot be held liable if it is unable to repair the equipment, by itself or through a subcontracted third party, within the estimated timeframe.

3.2 Urgent Repairs

STIVIKPRO, LDA accepts urgent repair requests, meaning the equipment will be returned in the shortest possible time; however, if parts need to be ordered, the repair duration may be subject to the parts delivery timeframe.

3.3 Quotations

Whenever the intervention amount does not exceed €80.00 plus VAT, STIVIKPRO, LDA will automatically proceed with the repair. The Customer may object to this condition at any time by requesting a quotation at the moment the equipment is handed in. In this case, the repair will be delayed by at least 5 working days.

The quotation price information will be provided to the Customer within 3 working days, except in some abnormal situation.

3.4 Quotations Refused or Without Response

• Quotations refused by the Customer will be charged according to the price list.
• Quotations for which STIVIKPRO, LDA does not obtain a positive response within 15 working days after our communication will be considered refused.
• If no response is received within the stated period, the amount for a refused quotation will be automatically charged.

3.5 Equipment Delivered Disassembled

If the Customer hands in equipment disassembled, STIVIKPRO, LDA is not responsible for any missing parts.

3.6 Collection of the Equipment

• Collection of the equipment is done upon presentation of the P.A.T. (Technical Assistance Request), as well as full payment for services provided (where applicable).
• In the event of loss of the P.A.T., collection will only be authorised upon presentation of identification.
• The equipment must be collected from the same place where it was delivered for repair.
• STIVIKPRO, LDA may deliver the equipment to the Customer’s home, provided the respective cost is paid in advance or otherwise guaranteed by the Customer.
• The Customer undertakes to check the proper functioning of the repaired equipment upon collection or delivery, whenever the type of equipment allows it.

3.7 Collection Deadlines and Storage

Repaired equipment, or equipment whose repair could not be carried out, must be collected within 30 days, counted from the date of notification by STIVIKPRO, LDA.

3.8 Communications and Address Changes

Communications between STIVIKPRO, LDA and the Customer should preferably be made in writing:

• From the Customer, to the address of STIVIKPRO, LDA shown on the P.A.T.
• From STIVIKPRO, LDA, to the Customer’s address shown on the P.A.T., or to a new address communicated in writing.

The Customer undertakes to inform STIVIKPRO, LDA of any address changes in order to prevent any loss of correspondence.