Hyperion Coffee Co’s Service Department exists to keep your equipment operating safely, reliably, and efficiently. These Terms & Conditions explain how we bill, when additional charges apply, and what both parties are responsible for. By requesting and/or receiving service, the Client agrees to the following.

These Terms govern all commercial and residential services, including labor, parts, travel, diagnostics, consulting, and associated charges.

Standard Operating Hours

Hyperion Service Department’s standard service hours are Monday through Friday, 9:00 AM to 5:00 PM, excluding holidays.
Service performed outside these hours is subject to After-Hours Charges as outlined below.

If a service call extends beyond standard service hours, After-Hours labor and travel rates will apply beginning at the time standard service hours end.

1. Labor Rates & Service Tiers

Tier 1 – Commercial Preventative Maintenance Accounts

• Reactive Service Calls: $100 per hour, plus parts and travel

• Preventative Maintenance Subscriber Calls: Parts (25% discount on most parts) plus travel

• Same-Day Emergency Service: Additional $50 charge (availability not guaranteed)

• Minimum On-Site Charge: $100

• Phone Troubleshooting: May incur applicable charges

• False Start / No-Show Charges: If the Client is not ready for service, fails to cancel with adequate notice, or triggers a false service call, the Client will be charged:

  • An additional $100 administrative charge

• Consulting Fees: $100 per hour (equipment sourcing, café layout, water quality, etc.). Certain consulting fees may be credited toward future invoices only under pre-agreed written circumstances.

Tier 2 – Current Commercial Wholesale Accounts

(Current account with at least three months of consistent order history)

• Reactive Service Calls: $125 per hour, plus parts and travel

• Preventative Maintenance Subscriber Calls: Parts (25% discount on most parts) plus travel

• Same-Day Emergency Service: Additional $50 charge (availability not guaranteed)

• Minimum On-Site Charge: $125

• Phone Troubleshooting: May incur applicable charges

• False Start / No-Show Charges: Same as Tier 1, including:

  • An additional $100 administrative charge

• Consulting Fees: $125 per hour (credit eligibility only by prior agreement)

Tier 3 – Commercial Non-Wholesale / Non-PM / Third-Party Accounts

• Reactive Service Calls: $225 per hour, plus parts and travel

• Same-Day Emergency Service: Additional $50 charge (availability not guaranteed)

• Minimum On-Site Charge: $225

• Phone Troubleshooting: May incur applicable charges

• False Start / No-Show Charges: Same as Tier 1, including:

  • An additional $100 administrative charge

• Consulting Fees: $225 per hour (credit eligibility only by prior agreement)

Tier 4 – Home & Prosumer Accounts

• Service Labor:
  $100 per hour, plus parts and shipping

• Minimum Service Fee (including diagnostics):
  $100

• Home & Prosumer Service Policy

  • In-home service is not offered for home or prosumer machines

  • Machines must be dropped off during open hours at the Hyperion Ypsilanti Café

  • Client must include:

    • Written note with name, phone number, and email

    • Drain tray, portafilter, and water/drain lines as applicablecable

2. Travel Charges

• Travel charges are billed per technician, per visit, based on total round-trip travel time from Hyperion’s service location.

  • Under 1 hour total travel: $25 flat rate

  • Over 1 hour total travel: $50 flat rate

  • Over 2 hours total travel: $75 flat rate

• All travel time is rounded up to the nearest 15 minutes.

3. After-Hours Charges

• After-Hours Availability Includes:

  • Daily from 6:00 PM to 8:00 AM

  • Weekends

  • Holidays

• After-Hours Labor: Additional $25 per hour

• After-Hours Travel: Additional $50 per hour

After-Hours rates apply when service is performed outside standard service hours or when a service call extends beyond standard service hours.

4. Service Policies

• Cancellations: A minimum of 24 hours’ notice is required. Cancellations within 24 hours may incur a $50 reschedule fee.

• Waiting On Site: Time spent waiting for access, approvals, utilities, or site readiness is considered billable service time.

• Billing Increments: All labor, diagnostics, consulting, waiting time, and travel are billed in 15-minute increments after any applicable minimum charge.

• Self-Repairs: Additional fees may apply if the Client has attempted repairs prior to Hyperion service.

• Unusual or Complex Conditions: Additional charges may apply for unexpected or unusually complex issues or weirdness.

• Unsafe or Uncomfortable Conditions: Hyperion may charge additional fees or refuse service if the environment is deemed unsafe or unsuitable.

• Right to Refuse Service: Hyperion reserves the right to refuse service at its sole discretion.

5. Diagnostics, Repairs & Authorization

Hyperion will make commercially reasonable efforts to quote and obtain Client approval for required parts and repairs prior to installation whenever practicable. However, the Client acknowledges and agrees that Hyperion may, at its discretion, replace parts or perform repairs without prior authorization when necessary to:

• Complete diagnostics

• Restore basic functionality

• Prevent further damage

• Ensure safe operation

While Hyperion will make reasonable efforts to notify the Client when such work is anticipated, prior notice or approval may not always be possible. All diagnostic-related repairs and parts are billable to the Client. All labor, diagnostics, consulting, and waiting time is billed in 15-minute increments after any applicable minimum charge.

6. Installation, Water Quality & Warranty Voidance

All equipment must be installed, relocated, or reinstalled by Hyperion or with prior written authorization. Any installation, modification, relocation, or service performed by unauthorized parties immediately voids all warranties.

The Client is solely responsible for maintaining incoming water quality within Hyperion’s required specifications at all times. Damage caused by improper water quality—including scale, corrosion, or component failure—is not covered under any warranty. Failure to maintain water specifications voids all warranties, including manufacturer warranties where applicable.

7. Warranty Terms

Service Warranty

Labor and service work is warranted for 30 days from completion and is limited to service-related defects only.

New Equipment Warranty

Any equipment sold new by Hyperion includes:

• One (1) year parts and labor warranty, beginning on the date of installation by Hyperion

• Any applicable manufacturer warranty, subject to manufacturer terms

All warranties are void if installation, water quality, plumbing, electrical, or service requirements are not met.

8. Parts Ownership

All parts remain the property of Hyperion until paid for in full. Hyperion reserves the right to remove and reclaim unpaid parts in the event of non-payment, without liability.

9. Payment & Card on File

A valid credit card must be kept on file prior to scheduling service. The Client authorizes Hyperion to charge the card on file for all invoiced amounts.

Payment is due upon receipt of invoice unless otherwise agreed in writing. Invoices unpaid after 30 days may be subject to a late fee of 3% and potential suspension of service.

A 3.0% processing fee will automatically be included on all invoices paid by credit card. ACH payments will not have a processing fee. PM plans paid with ACH will be processed by client and will not have a processing fee. Clients who prefer credit card processing for PM plans will incur the 3% processing fee. Failed payments, reversals, or chargebacks may result in additional fees and suspension of service.

10. Pricing & Modifications

Pricing for labor, parts, and travel is subject to change without notice. These Terms & Conditions may be modified at any time. Continued use of Hyperion services constitutes acceptance of current terms.