ServicePlus Terms and Conditions

Onsite repair support, calibration and preventative maintenance

Please read before ordering

The Order Confirmation identifies the equipment, selected plan, fees, service location and any plan-specific limits. A ServicePlus subscription renews automatically every 12 months until cancelled. Repairs outside the applicable Product Warranty, non-warranty faults, calibration and preventative maintenance may cost extra.

1. About these terms

These ServicePlus Terms and Conditions (ServicePlus Terms) govern ServicePlus plans and one-off ServicePlus Services supplied by Adam Equipment Co. Limited (Adam, we, us or our) in the United Kingdom.

You are the person or organisation named in the Order Confirmation (Customer or you). If you place an order for an organisation, you confirm that you have authority to bind it.

A Customer is a Consumer Customer only where the Customer is an individual acting wholly or mainly outside their trade, business, craft or profession. Every other Customer is a Business Customer.

2. Definitions

Additional Services means repairs, parts, travel, calibration, verification, adjustment, preventative maintenance, inspections or other work that the Order does not state is included in the Plan Fee.

Business Hours means the normal working hours of Adam or the relevant Service Partner at the service location, excluding weekends and public holidays, unless the Order Confirmation says otherwise.

Covered Equipment means the Adam product identified by model and serial number in the Order Confirmation.

Covered Fault means a fault in Covered Equipment that Adam determines is covered by the applicable Product Warranty.

Member Rate means the reduced ServicePlus labour or call-out rate stated in the Order Confirmation or quotation, or otherwise the ServicePlus rate current when Additional Services are quoted. It does not include parts, travel, calibration, consumables or third-party charges unless expressly stated.

Order means your request to buy a Plan or One-off Service, whether placed online, by telephone, by purchase order or otherwise.

Order Confirmation means our written acceptance of the Order, including any equipment schedule, plan description, service location, Fees and special terms.

Plan means an Annual Plan or a Subscription Plan for Covered Equipment.

Plan Fee means the fee for a Plan, excluding Additional Services.

Product Warranty means Adam's limited product warranty applicable to the Covered Equipment under the warranty provisions incorporated under section 3.

Service Partner means an authorised ServiceNet dealer, technician or other subcontractor used by Adam to deliver Services.

Service Year means each 12-month period beginning on the Plan start date or an anniversary of it.

Services means the ServicePlus support, repair, calibration, preventative maintenance or related services described in the Order Confirmation and these ServicePlus Terms.

3. Documents forming the Service Contract

The Service Contract consists of: (a) the Order Confirmation; (b) these ServicePlus Terms; (c) the provisions of Adam's Standard Terms and Conditions incorporated below; and (d) any other document expressly incorporated by the Order Confirmation.

The version of Adam's Standard Terms and Conditions current when we accept the Order is incorporated only as follows: clauses 1.2, 1.3 and 12.1 to 12.3; clauses 8.1 to 8.6 and 8.8 for Product Warranty eligibility, exclusions and remedies; clause 8.10.1 to 8.10.7 for events beyond reasonable control; and, for Business Customers only, clauses 5.1 and 5.4 to 5.9, 8.9, 10 and 12.5. Where Adam separately supplies Goods to a Business Customer, clauses 6.1 to 6.4 and 7.1 to 7.5 also apply to those Goods.

No other provision of the Standard Terms and Conditions is incorporated. Clause 12.4 (arbitration) is expressly excluded.

For the incorporated provisions, Seller means Adam, Buyer means Customer, Goods includes Covered Equipment and any replacement equipment or parts supplied by Adam, and Contract includes the Service Contract, so far as the context permits.

If the documents conflict, the following order applies: the Order Confirmation, these ServicePlus Terms, then the incorporated provisions. An incorporated provision applies only so far as it is relevant to the Services and consistent with mandatory law. A Consumer Customer's statutory rights always prevail.

The Product Warranty is described in clauses 8.1 to 8.6 of the Standard Terms and Conditions and on Adam's Product Warranty page. ServicePlus changes how support may be delivered; it does not change whether a fault is covered by the Product Warranty unless the Order Confirmation expressly says it includes an extended warranty and states its duration and coverage. See Product Warranty information.

4. Contract formation and eligibility

Your Order is an offer. The Service Contract starts only when we issue the Order Confirmation. We may verify the serial number, purchase and warranty records, service location, equipment condition and service availability before accepting an Order.

A Plan applies only to the Covered Equipment and service location in the Order Confirmation. It cannot be transferred to other equipment or another person without our written agreement. Tell us before moving Covered Equipment; travel charges or service availability may change.

We may decline or condition enrolment where equipment is unsupported, obsolete, unsafe, outside an available service area, already faulty, altered, incorrectly installed, missing a valid serial number or not in satisfactory serviceable condition. We may require an inspection or require an existing fault to be repaired at additional cost before coverage starts.

Coverage is not retrospective. Faults, damage or conditions existing before the Plan start date are excluded unless we expressly accept them in writing.

5. Plan and service options

The Order Confirmation identifies which of the following options you have selected. Marketing descriptions are summaries only; the Order Confirmation and these ServicePlus Terms determine the contractual scope.

Optional preventative maintenance, health checks, calibration, verification and inspection are included only if the Order Confirmation expressly lists them as included. Otherwise, they are Additional Services charged separately.

6. Support during the Product Warranty

During the applicable Product Warranty, ServicePlus gives priority access to technical support and enhanced diagnosis for a reported fault. Where Adam confirms a Covered Fault, we will provide the Product Warranty remedy in accordance with the Service Contract.

ServicePlus is designed to reduce the need for return-to-base support, but it does not guarantee that a technician will attend site. Section 7 explains the ways we may resolve a claim.

The Product Warranty remains subject to its eligibility conditions, exclusions and claim requirements. The Plan Fee is not an insurance premium and does not make excluded damage, wear, misuse or other non-warranty conditions into Covered Faults.

7. How Adam may resolve a service request

We will normally begin with telephone, email, video or remote diagnosis. You must reasonably cooperate with troubleshooting and provide requested information before an onsite visit is arranged.

After diagnosis, Adam will choose a reasonable method of performance, taking account of safety, availability, cost, downtime, equipment condition and location. At our discretion, we may: provide remote corrective action; send a part; appoint a Service Partner; attend onsite; require return to an Adam or Service Partner facility; repair the Covered Equipment; or replace it instead of repairing it onsite.

A replacement may be new or professionally refurbished and may be an equivalent or successor model with substantially equivalent functionality. It need not have identical appearance, accessories or software. We will discuss any material compatibility issue we know about.

If we provide a replacement under the Product Warranty, the replaced item becomes Adam's property when the replacement is supplied and must be made available for collection. Unless we say otherwise, the Plan transfers to the replacement for the remainder of the current Service Year.

No response or completion time is guaranteed unless the Order Confirmation expressly states a service level. Any stated target is an estimate and may depend on remote triage, site access, technician, part and replacement availability, travel conditions and events beyond reasonable control.

8. Requesting service

Report a fault promptly using the ServicePlus contact route shown in the Order Confirmation or Adam's Service Plus webpage or contact us page. Provide the serial number, service location, contact person, fault description, error messages, operating conditions and any photographs or logs reasonably requested. See Contact Us.

Do not continue to use equipment that may be unsafe, cause damage or produce unreliable results. A Service request does not itself confirm warranty coverage or authorise chargeable work.

Appointments are subject to confirmation. If you cancel with less than two Business Days' notice, fail to provide access, or the site is not ready or safe, we may charge reasonable wasted travel and technician time, except where this would be unfair or prohibited for a Consumer Customer.

9. Support outside warranty and for non-warranty faults

Where the Product Warranty has expired or a fault is not a Covered Fault, the Plan does not include the repair. Subject to serviceability and parts availability, we may offer diagnosis and repair at the Member Rate. The repair remains chargeable in addition to the Plan Fee.

Unless the Order Confirmation or quotation says otherwise, the Member Rate applies only to eligible labour or call-out charges. Parts, consumables, calibration, travel, accommodation, freight, access equipment, third-party costs and taxes are charged separately.

We will provide a quotation or obtain your approval before carrying out material chargeable work. A quotation is based on information then available and may change if inspection reveals additional faults, parts or work. We will seek further approval before materially exceeding an accepted quotation.

We may decline a repair that is unsafe, unlawful, technically impracticable, unsupported, affected by contamination, dependent on unavailable parts or, in our reasonable opinion, uneconomic. We may instead offer a replacement or trade-in at an additional price.

10. Calibration, verification and preventative maintenance

Calibration, verification, adjustment, preventative maintenance, health checks and condition assessments are Additional Services unless the Order Confirmation expressly includes them. A separate fee may apply even when the Covered Equipment is under warranty or enrolled in a Plan.

The Order Confirmation states the calibration scope, test points, certificate type, tolerances and whether adjustment, verification for legal metrology or accredited calibration is included. A reference to certified calibration means that a certificate will be issued; it does not mean UKAS or other accredited calibration unless expressly stated.

A calibration certificate records results at the time and under the conditions of calibration. It is not a continuing guarantee of accuracy, fitness for a particular process, audit acceptance or legal compliance. You remain responsible for suitable calibration intervals, daily checks, environmental control, measurement uncertainty, process limits and determining fitness for use.

Adjustment may change as-found results and may require recalibration. Work on trade-approved or sealed instruments may require authorised verification or resealing, which is included only if expressly stated and legally available.

Preventative maintenance and inspection reduce risk but do not guarantee uninterrupted operation or identify every latent defect. We will record material observations and may recommend chargeable corrective work.

11. Customer responsibilities and site conditions

You must provide timely, safe and unobstructed access to the Covered Equipment and a suitable working area during Business Hours. You are responsible for site inductions, permits, escorts and notifying us in advance of hazards, contamination, restricted areas, controlled environments and special personal protective equipment.

You must provide stable power and, where relevant, air, network access, test materials, manuals, passwords, competent operators, shutdown time, parking and reasonable access for tools and test weights. You must provide suitable lifting equipment and trained assistance for equipment that cannot safely be handled by one technician.

Before service, back up data, programs, recipes, settings and records and remove confidential material where practicable. Service, reset, software update or replacement may erase or change them.

You must operate, clean and maintain the Covered Equipment in accordance with instructions, use appropriate power and environmental conditions, and not permit unauthorised repair, alteration, relocation, calibration-seal interference or serial-number removal.

You are responsible for deciding when equipment may be returned to operational use and for any process validation, quality release, legal verification or recalibration needed after service.

We may stop or postpone work if a site or item is unsafe, contaminated, inaccessible or materially different from the information supplied. Reasonable wasted costs and remediation may be chargeable.

12. Exclusions

Unless expressly included in the Order Confirmation, the Plan Fee does not cover:

faults excluded by the Product Warranty, including fair wear and tear, wilful damage, negligence, misuse, abnormal working or environmental conditions, failure to follow instructions, or unauthorised alteration or repair;

• consumables and wear items, including batteries, belts, cables, pans, covers, printers, paper, labels, fuses, lamps and seals;
• cosmetic damage or a fault that does not materially affect normal operation;
• damage caused by accident, impact, overload, liquid ingress, infestation, contamination, corrosion, fire, flood, power quality, incorrect supply, external equipment, software, network, cyber incident or events beyond reasonable control;
• moving, reinstalling, commissioning or modifying equipment, or integrating it with third-party systems;
• work outside Business Hours, outside the accepted service location or requiring exceptional travel, accommodation, access equipment, permits or security clearance;
• work by unauthorised technicians / engineers;
• routine cleaning, user maintenance, calibration, verification, adjustment, preventative maintenance or inspection unless expressly included; or
• recovery of data, programs, settings, products, samples or materials and validation of the Customer's wider process or system.

If investigation shows that an exclusion applies, our reasonable diagnostic, travel, labour, freight and parts costs may be charged at the Member Rate or the price approved by you.

13. Subscription term and automatic renewal

This section applies only to a Subscription Plan. It does not apply to an Annual Plan that the Order page states must be renewed manually or to a One-off Service.

The Subscription Plan has an initial term of 12 months beginning on the start date in the Order Confirmation. At the end of the initial term and each Service Year, it automatically renews for another 12 months and we charge the renewal Plan Fee to the payment method on file unless you cancel before renewal.

We will send a renewal reminder to the email address on your account at least 30 days before each annual renewal. The reminder will identify the Covered Equipment, renewal date, renewal Plan Fee and how to cancel. You are responsible for keeping your contact and payment details current.

You may turn off automatic renewal at any time through any online cancellation facility we make available, by email to sales@adamequipment.co.uk, by telephone on +44 (0)1908 274545, or by post to the registered office marked for the ServicePlus Team. Cancellation takes effect at the end of the paid Service Year unless a statutory or express cooling-off right applies. We will confirm cancellation in writing.

Turning off automatic renewal does not cancel or refund the current Service Year. We recommend cancelling at least two Business Days before renewal so that we can stop a pending card charge; this does not reduce any statutory right.

14. Fees, payment and price changes

You must pay the Fees shown in the Order Confirmation. Consumer prices include VAT unless clearly stated otherwise. Business prices exclude VAT and similar taxes unless stated otherwise.

The initial Plan Fee is due when you order unless the Order Confirmation states other payment terms. By choosing a Subscription Plan, you authorise us and our payment provider to charge each annual renewal Plan Fee to the payment method on file.

If a payment fails or becomes overdue, we may retry the payment and ask you to update payment details. If payment remains outstanding after reasonable notice, we may suspend Services or terminate the Service Contract. Suspension does not extend the Service Year.

We may change the Plan Fee for a future Service Year. We will give at least 30 days' written notice before the renewal to which a new price applies. If you do not accept the new price, cancel before renewal. We will not increase a prepaid Plan Fee during its current Service Year except to reflect a tax change required by law.

Additional Services are invoiced or charged in accordance with the accepted quotation or Order Confirmation. For Business Customers, the incorporated payment provisions in section 3 also apply.

15. Consumer cancellation rights

If you are a Consumer Customer and enter the Service Contract online, by telephone or away from Adam's business premises, you normally have 14 days from the date the Service Contract is concluded to cancel without giving a reason.

You may cancel by any clear statement using the contact methods in section 13.

If you expressly ask us to start Services during the 14-day cancellation period and then cancel, you must pay a proportionate amount for Services supplied before cancellation. If the Services are fully performed during that period after your express request and acknowledgement, the statutory cancellation right may end once performance is complete.

In addition, for a Consumer Customer's automatic annual renewal, Adam allows 14 days from the renewal date to cancel the renewed Service Year. We may deduct a proportionate amount for Services supplied at your express request during that period. Any greater statutory renewal right will apply when it comes into force.

We will make any refund due without undue delay and normally within 14 days, using the original payment method unless agreed otherwise.

A Business Customer has no cooling-off right. Before a confirmed One-off Service appointment, a Business Customer may ask to cancel, but must pay reasonable non-recoverable costs, reserved technician time and work already performed.

16. Ending or suspending the Service Contract

An Annual Plan ends at the end of its Service Year unless renewed. A Subscription Plan continues under section 13 until cancelled or terminated. A One-off Service ends when the agreed work is complete.

Either party may terminate for a material breach that the other party does not remedy within 30 days after written notice, or immediately if the breach cannot be remedied. Adam may also suspend or terminate for non-payment, fraud, abusive conduct, unsafe conditions, unlawful use, unauthorised alteration, serial-number tampering, sanctions risk, insolvency of a Business Customer, or repeated failure to cooperate.

We may withdraw support for equipment that has become obsolete, unserviceable, unsafe or dependent on unavailable parts. We will give reasonable notice where practicable. If we end a prepaid Plan for this reason and have not provided an equivalent alternative, we will refund the unused proportion of the Plan Fee.

Termination does not affect accrued rights. You must pay for Additional Services and approved costs already supplied. Sections intended to continue, including payment, liability, data, general provisions and law, survive termination.

17. Service records, replaced parts and equipment

We may provide a service report, calibration certificate or other record electronically. You must review it promptly and notify us of an apparent error within a reasonable time.

Parts removed during a warranty repair, and Covered Equipment replaced under warranty, become Adam's property unless law requires otherwise. For chargeable repairs, tell us before work if you require removed parts returned; safety, exchange-part and disposal restrictions may apply.

Replacement parts may be new or professionally refurbished and may be functionally equivalent alternatives. Any separate warranty for chargeable parts or workmanship will be stated in the quotation or invoice.

18. Standard of service and statutory rights

We will perform the Services with reasonable care and skill. Dates are estimates unless expressly agreed as binding. Nothing in the Service Contract affects a Consumer Customer's statutory rights, including remedies for Services not performed with reasonable care and skill or within a reasonable time where no time is fixed.

Except where the Order Confirmation expressly states an outcome, diagnosis, preventative maintenance, calibration and repair are obligations to use reasonable care and skill, not guarantees that every fault will be found, that repair will be possible, or that equipment will operate without future interruption or drift.

19. Liability

Nothing in the Service Contract excludes or limits liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation; breach of title; deliberate misconduct; or any liability that cannot lawfully be excluded or limited. Nothing limits a Consumer Customer's non-excludable statutory rights.

For a Consumer Customer, Adam is responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for business losses where a Consumer Customer uses Services for commercial purposes.

For a Business Customer, the exclusion in clause 8.9 of the incorporated Standard Terms and Conditions applies. Subject to section 19.1, Adam's total aggregate liability arising from the Service Contract in a Service Year will not exceed the greater of £10,000 and the total Fees paid or payable for the affected Covered Equipment in that Service Year. The cost of providing an agreed warranty remedy is not counted toward this cap.

Adam is not responsible for loss that results from inaccurate information, unsafe site conditions, failure to follow instructions, unauthorised work, continued use after a safety warning, failure to back up data or Customer failure to take reasonable steps to reduce loss. This section does not excuse Adam from its own negligence or breach.

You should maintain appropriate backup equipment, process controls and business-continuity arrangements where equipment downtime or inaccurate measurement could cause material loss.

20. Service Partners and geographic availability

Adam may use Service Partners to perform any Service. Unless the Order Confirmation clearly states that your contract is directly with a named dealership, Adam remains responsible for performing its obligations under the Service Contract.

Availability depends on the location, equipment and Service Partner network. Not every Service is available in every area. Travel, ferry, congestion, parking, accommodation, customs and similar costs may be charged where stated in the Order Confirmation or approved quotation.

21. Personal data and communications

We use contact, equipment, service and payment information to administer the Service Contract, arrange Service Partners, process payments, maintain service records and comply with law, as explained in Adam's Legal & Privacy notice.

You must ensure that contact details supplied for your personnel are accurate and that you are entitled to provide them. Service and renewal notices may be sent to the account email address and are treated as received when they would ordinarily become accessible.

22. Changes to Services or terms

We may make non-material changes during a Service Year to improve delivery, address safety or security, comply with law or use an equivalent Service Partner, provided this does not materially reduce the purchased benefit.

We may change these ServicePlus Terms for a future Service Year by giving reasonable written notice before renewal. The version supplied with the original Order Confirmation continues to apply during the current prepaid Service Year unless a change is required by law or agreed with you.

23. General

The Service Contract is the entire agreement about the Services. It does not exclude liability for fraud or prevent a Consumer Customer from relying on information that the law makes binding.

You may not assign or transfer the Service Contract without our written consent. We may assign it to a group company or successor to the relevant business, provided this does not reduce a Consumer Customer's rights.

Clauses 12.1 to 12.3 of the incorporated Standard Terms and Conditions govern formal notices, waiver and severability.

No person other than Adam and the Customer has a right to enforce the Service Contract under the Contracts (Rights of Third Parties) Act 1999. A Service Partner may rely on any limitation or exclusion intended to protect it.

For Business Customers, clause 12.5 of the incorporated Standard Terms and Conditions applies. For Consumer Customers, the Service Contract is governed by the law of England and Wales, but you keep any mandatory protection of the country of the United Kingdom in which you live and may bring proceedings in the courts of that country.

24. Contact and complaints

Contact the ServicePlus Team at Adam Equipment Co. Limited, Maidstone Road, Kingston, Milton Keynes, MK10 0BD, United Kingdom; sales@adamequipment.co.uk; +44 (0)1908 274545. Please include your Order number and Covered Equipment serial number.

We will try to resolve complaints promptly. If you are a Consumer Customer, this does not affect your right to use any statutory dispute-resolution or court process available to you.