Rates and Policies

These are our policies for sales and service

  • There is a One Hour minimum charge for service visits.
  • After the initial hour, time will be billed by the quarter hour (15 minutes).
  • If a service requires a follow up visit to complete (due to circumstances within KL5 Coffee's control), then the minimum One Hour will be waived and only billed by the quarter hour (15 minutes).
  • Parts are billed separately and will be invoiced individually.
  • Rate is good during normal, posted service hours. See After Hours Rates below.
  • KL5 Coffee reserves the right to charge an additional fee for any service that falls outside what the company considers ‘reasonable service times’.
  • There is a Half Hour minimum charge for In Shop service.
  • After the initial Half Hour time will be billed by the quarter hour (15 minutes).
  • Parts are billed separately and will be invoiced individually.
  • Rate is good during KL5 Coffee's business hours.
  • KL5 Coffee reserves the right to charge an additional fee for any service that falls outside what the company considers ‘reasonable service times’.

For service visits approved for outside normal service hours or on Sundays

  • There is a One Hour minimum charge for all service visits.
  • After the initial hour time will be billed by the quarter hour (15 minutes).
  • If a service requires a follow up visit to complete (due to circumstances within KL5 Coffee's control), then the minimum One Hour will be waived and only billed by the quarter hour (15 minutes).
  • Parts are billed separately and will be invoiced individually.
  • Applied only on travel to the service.
  • Does not apply to visits reachable by NYC Transit with a 45 minutes or less (estimated) travel time.
  • When KL5 Coffee charges travel time, the client will be informed before the service is scheduled.
  • For service visits that require a follow up visit, travel time will be applied on a case-by-case basis.

Equipment that has been brought in for service will be held up to two weeks after completion of repairs and contact with owner for coordinating pick up. After two weeks, if the equipment has not been picked up, a storage fee will be applied and payment required before the equipment will be returned. Client will be notified of storage fee before it is applied and added to the outstanding invoice.

Storage fee rates are:

  • $25/week for grinders and home machines
  • $50/week for commercial espresso machines

If machine is held longer than anticipated due to scheduling conflicts on KL5 Coffee’s part, storage fees will be waived.

KL5 Coffee reserves the right to waive fees at our discretion.

  • If equipment is defective or malfunctioning out of the box, and KL5 Coffee is not able to rectify the issue via support or service, a return/replacement is possible if made within 14 Days of purchase.
  • Within 14 Days of purchase, if machine is still new/inbox and unused, a full refund will be issued upon return of machine in original packaging. Shipping or delivery costs responsibility of owner.
  • If machine has been removed, without original packaging, or has been used, a 15% restocking fee will be taken from refund amount. Shipping or delivery costs responsibility of owner.
  • KL5 Coffee does not offer refunds on parts, service, or labor.
  • With sales of equipment, KL5 Coffee will consider exchanges or credit on unopened/unused equipment and accessories. See 'Machine Returns'.
  • Where expressed, KL5 Coffee does offer a limited warranty on some refurbished, pre-owned, or open box equipment. Where warranty is given, its duration will be stated on the invoice/receipt.
  • Stated warranty will have a start date of the purchase date of equipment. Warranty will be void if equipment is improperly stored or handled prior to installation or installed improperly.
  • All equipment is sold in working condition, unless otherwise stated. If equipment is not installed during the time period expressed under warranty, or installed or used improperly, KL5 Coffee will not be held responsible or liable for any issues with functionality of equipment.
  • Warranty does not apply to items sold 'AS IS'.
  • Warranty will not be honored if issue was caused by: improper water filtration, outside circumstances causing equipment malfunction (electrical, plumbing, user error, etc), customer negligence, or service/repairs/installation/disconnection performed by any entities other than KL5 Coffee. Warranty work must be approved before being performed.
  • Warranty on new parts or equipment is covered by the manufacturer as per their warranty terms and conditions. Not included: labor, travel, return shipping or any re-stocking fees that may apply. Please refer to each manufacturer’s individual warranty.
  • Warranty does not apply to consumable parts.
  • Additional warranty and/or services included by KL5 Coffee outside of manufacturer terms and conditions with the purchase of equipment can be null and void by: improper water filtration, outside circumstances causing equipment malfunction (electrical, plumbing, user error, etc), customer negligence, service/repairs/installation/disconnection performed by any entities other than KL5 Coffee.
  • KL5 Coffee does not provide warranty for work performed by outside contractors such as powder coating, painting, metal plating/polishing, custom electronic devices, etc.
  • Every Manufacturer has their own warranty covering parts and labor. KL5 Coffee has reseller agreements with every equipment company and that covers the labor side of the warranty. If there is a problem, you just call us up or email, and we will resolve the issue as quickly as possible. Where parts are necessary, KL5 Coffee will handle all communication with the manufacturer.
  • KL5 Coffee accepts Cash, Venmo, Zelle, ACH Payment, Wire Transfer, and Check (Checks to be made out to KL5 Coffee LLC).
  • Wire Transfers will receive a $15 fee. KL5 Coffee reserves right to waive fee.
  • Though KL5 Coffee does accept all major credit cards, a 3% CC Processing Fee will be applied to any invoice over $200.00
  • Service for New Accounts must be be paid in full at completion of service. Once set up as a Client you will get NET 30. To set up terms, a CC must be kept on file. Invoices left unpaid after 30 days will have a 5% late fee applied to outstanding balances and charged to the card. KL5 Coffee reserves the right to stop service until past due invoices are paid.
  • For New Equipment Sales, Full Payment is required before sale is processed.
  • For Pre-Owned or Refurbished Equipment Sales, Full Payment is required before client receives equipment.
  • Unfortunately at this time, KL5 Coffee does not offer financing on equipment purchases.
  • KL5 Coffee’s first goal is to resolve the issue at hand as quickly and cost effectively as possible. KL5 Coffee strives to fix or repair the issue at hand upon the first visit. If within 7 Days of a service repair the same issue returns KL5 will cover the cost of labor to resolve.
  • On a case-by-case basis, KL5 Coffee will offer a free follow up should the original visit not resolve the issue. Please keep in mind that coffee equipment systems are complex, and there are situations that manifest which are independent of the original issue.

Any account with outstanding invoice(s) beyond 30 days, or past Payment Due Date listed on invoice, on will have service halted until past due invoices are settled.

KL5 Coffee applies applicable sales tax to all equipment sales, service, and parts. (And yes that applies to Cash payments).