Machine Care Plan — Terms & Conditions

1. About these terms and who we are

These are the terms and conditions for the Killer Ink Machine Care Plan (“Machine Care”, “the Plan”). They form a contract between you and Killer Ink Limited, a company registered in England and Wales under company number 06803935, with registered office at 54 Evans Road, Venture Point, Speke, Liverpool, L24 9PB (“Killer Ink”, “we”, “us”).

Machine Care is an optional paid service plan for eligible tattoo machines purchased from killerinktattoo.co.uk. Machine Care is currently available in the United Kingdom only. You do not need to buy Machine Care in order to buy a machine.

Buying Machine Care does not affect your legal rights as a consumer, including your rights under the Consumer Rights Act 2015 where goods are faulty, not as described, or not fit for purpose. It also sits alongside, and does not replace, any manufacturer warranty supplied with your machine. Many of the benefits of Machine Care go beyond your legal rights — for example free two-way claim shipping, defined servicing timescales, and (on Premium) a loan machine.

2. Definitions

Term	Meaning
Covered Machine	The single tattoo machine identified in your order confirmation, purchased from Killer Ink, to which the Plan applies.
Plan Term	24 months from the date you purchase the Covered Machine.
Enhanced	The Enhanced Machine Care plan tier described in clause 4.
Premium	The Premium Machine Care plan tier described in clause 4.
Main Parts	All internal mechanical and electrical components of the Covered Machine, including the motor, cams, sliders, printed circuit boards (PCBs) and internal membranes. External and cosmetic components, and items listed as consumables in clause 5, are not Main Parts. Misuse exclusions in clause 5 apply regardless of whether a component is a Main Part.
Ink Damage	Ink ingress into the Covered Machine caused by the failure or leakage of a needle cartridge membrane (or similar cartridge seal failure) during normal professional use. Premium only. The benefit is a specialist cleaning, decontamination and restoration service — see clause 4.1.
Approved Claim	A claim that we have reviewed and accepted under clause 6.
Loan Machine	A machine we lend you under clause 8 while your Covered Machine is with us.
Health Check	The Premium-only inspection service described in clause 9.

3. Eligibility and buying the Plan

Machine Care is available for new tattoo machines sold by Killer Ink with a selling price of £150 or more.
You can buy the Plan at the same time as your machine, or within 30 days of purchasing your machine, provided the machine is in good working order. From time to time we may offer an extended purchase window of up to 90 days as part of a specific promotion; where we do, the same conditions apply.
Where we offer an extended purchase window or other promotional terms, the specific conditions will be set out in the promotion and apply in addition to these terms. If there is a conflict between a promotional offer and these terms, the promotional terms apply to the extent of the conflict, provided that no promotional terms may reduce the cancellation rights, coverage or consumer protections set out in these terms.
If you buy the Plan after your machine purchase, you confirm when buying that the machine is in good working order and free of faults. The Plan does not cover faults or damage that existed before the Plan was purchased.
The Plan covers one machine only. The Plan price is set by the selling price band of your machine, as shown at the point of purchase.
Each Plan operates independently. If you hold more than one Plan, entitlements (including Loan Machine entitlements) apply per Plan, not per customer.
Machine Care is available to customers with a UK delivery and service address only.
Machine Care is sold to individual artists buying for their own use. It is not available to studios, resellers, distributors or anyone buying on behalf of another person or business. Whether you buy as a private individual or as a self-employed artist, we will honour the cancellation and protection terms in these conditions.

4. What each tier includes

Benefit	Enhanced Machine Care	Premium Machine Care
Cover period	24 months from the date of machine purchase	24 months from the date of machine purchase
Breakdown cover	Main Parts cover (see clause 2 definition)	Main Parts cover plus the Ink Damage cleaning and restoration service (see clause 2 definition and the Ink Damage section below)
Claim shipping	Free two-way shipping for Approved Claims	Free two-way shipping for Approved Claims
Servicing speed	Express servicing: approved repairs are handled ahead of our standard repair queue	Priority servicing: approved repairs are handled at the front of our repair queue, ahead of Express
Support route	Enhanced support route: your enquiries are handled ahead of standard customer enquiries	Premium priority support route: your enquiries are handled first, ahead of Enhanced
Loan Machine	Basic backup loan machine only if your approved repair cannot be completed within 3 working days of us receiving your machine, subject to availability	Similar-spec Loan Machine from day one of an Approved Claim, on request, subject to approval and availability
Machine Health Check	Not included	One Health Check in months 21–24 of the Plan Term (clause 9)
Renewal eligibility	Not included	Available if your machine passes the Health Check (clause 9)

4.1 Ink Damage service (Premium only)

Needle cartridge membranes can occasionally fail and allow ink to leak into a machine. If this happens to your Covered Machine during normal professional use, Premium includes a specialist cleaning, decontamination and restoration service. We will use reasonable skill and care to clean the ink ingress and restore the machine to working order.

If, despite our reasonable efforts, the machine cannot be restored to working order, the Ink Damage service is limited to the cleaning and restoration attempt, and we will return the machine to you free of charge. Replacement of a machine that cannot be restored after ink ingress is not included. Any separate fault covered under Main Parts cover remains claimable in the usual way.

5. What is not covered

The Plan does not cover:

Accidental damage of any kind, except (on Premium only) Ink Damage as defined in clause 2 and clause 4.1.
Damage caused by misuse, neglect, abnormal use, or failure to follow the manufacturer's care instructions.
Machines that have been repaired, opened or modified by anyone other than Killer Ink or a repairer we authorise.
Cosmetic wear (scratches, scuffs, discolouration) that does not affect the machine's operation.
Consumables, normal wear items, and items typically damaged through misuse, including: O-rings (subject to normal wear and splitting); drive bars; and grip components. Needle cartridges themselves are never covered; on Premium, Ink Damage cover applies to the machine, not the cartridge.
Damage caused by incompatible or third-party power supplies, batteries, cables or accessories — except that this exclusion does not apply to Ink Damage covered under clause 4.1 on Premium.
Faults or damage that existed before the Plan was purchased (see clause 3).
Loss or theft of the machine.
Machines returned to us in an unhygienic or unsafe condition — see clause 6 (we may pause or decline service until the machine is made safe to handle).
Costs of anything not expressly included in your tier, including loss of earnings, missed bookings, or any other indirect loss — see clause 13.

6. Making a claim

To make a claim, contact our customer service team through the usual Killer Ink support channel with your order number and a description of the fault. We will confirm whether your claim is approved and, if so, send you instructions and a prepaid shipping label.

Before sending your machine, you must clean, sanitise and disinfect it. All items must be returned free from contaminated ink, debris and bodily fluids. The full sanitisation and return instructions are included with the claim instructions we send you when your claim is approved. Machines must arrive in a condition that is safe for our staff to handle: we may pause or decline service for machines that arrive contaminated or in an unhygienic or unsafe condition. If we cannot safely handle your machine, we will contact you to explain what is needed, and return it to you at our cost if it cannot be made safe.
We cover outbound and return shipping for Approved Claims using our designated service. If you choose a different shipping method, you do so at your own cost and risk.
If we inspect your machine and find the fault is excluded under clause 5, we will tell you before returning it, and explain why. Diagnosis is free of charge. We will cover the cost of returning your machine to you.
There is no limit on the number of valid claims you can make during the Plan Term. Our total liability under the Plan is capped as set out in clause 13. Where a machine has needed repeated repairs, we may choose to replace it rather than repair it again (clause 7).
If a claim is approved before the end of your Plan Term, we will complete the repair or replacement even if the Plan Term expires while your machine is being serviced.

7. Repairs and replacements

For an Approved Claim we will, at our option, repair the machine or replace it with the same model or a model of equivalent specification. Repairs may use genuine manufacturer parts or parts of equivalent quality and specification. Replacement is at our discretion and is not available on request as an alternative to repair.

If we replace your machine, the replacement is covered for the remainder of your original Plan Term. Replaced machines or parts become our property.

7.1 If your model has been discontinued

Occasionally a machine model is discontinued and we cannot source the same model or one of equivalent specification. If that happens for an Approved Claim that we would otherwise resolve by replacement, the following applies in order:

we will first try to repair your machine; if that is not possible,
we will offer you a replacement machine of the closest specification we can reasonably source. You may accept this machine, or decline it; and
if you decline the closest-specification machine, we will refund a pro-rata amount of the price you paid for the Plan for the unused full months of your Plan Term. We may also, at our discretion, offer you a goodwill credit toward a replacement machine.

If you accept a closest-specification replacement, it is covered for the remainder of your original Plan Term in the same way as any other replacement.

8. Loan Machines

8.1 Availability

Premium: if you request one, we will send a Loan Machine of similar specification (same machine type and from the same or adjacent price band) to your Covered Machine from day one of an Approved Claim, subject to approval and stock availability.
Enhanced: if an approved repair cannot be completed within 3 working days of us receiving your machine, we will offer a basic backup loan machine, subject to availability.
For Premium similar-spec Loan Machines, we dispatch once your claim is approved. For Enhanced basic backup loans, we dispatch once your claim is approved and your return shipment of the Covered Machine shows active tracking.
Loan Machine support is available to UK addresses only, matching clause 3.

8.2 Deposit and your responsibilities

For Enhanced basic backup loans, no deposit is required. For Premium similar-spec Loan Machines, a refundable deposit of £30 is required before dispatch. The deposit amount is shown in these terms and confirmed before you confirm your loan request.
Loan Machines remain our property. You must return the Loan Machine within 7 days of receiving your repaired or replacement machine, using the prepaid label we provide, cleaned and sanitised, in the condition you received it allowing for reasonable use.
We will refund your deposit in full within 14 days of receiving the Loan Machine back in acceptable condition.
If the Loan Machine is returned damaged beyond reasonable use, we may deduct the reasonable cost of repair from the deposit and refund the balance, and we will tell you what we deducted and why.
If we are unable to take the deposit (for example, because your payment method is declined), we will notify you and give you 5 working days to arrange payment by an alternative method. If the deposit is not received within that period, the Loan Machine will not be dispatched, but your repair will proceed as normal.
If the Loan Machine is not returned within 14 days of the return deadline, after we have reminded you, we will retain the deposit in full. Retention of the deposit is our full and final remedy for non-return of a Loan Machine.

9. Machine Health Check and renewal (Premium only)

In months 21–24 of your Plan Term, you may request one Machine Health Check by contacting our support team. We cover two-way shipping in the same way as a claim.
The Health Check covers diagnostics, cleaning and a basic servicing check. It is not a repair: if we find a fault, we will tell you, and you may make a claim under the Plan if the fault is covered and your Plan Term has not ended.
If your machine passes the Health Check against our published service check sheet for your machine model, you will be eligible to renew Premium Machine Care for a further 24 months at the price published at the time of renewal. The check sheet sets out the tests your machine must pass (for example, on the Flux Max: battery, charging, connectivity, grip, keypad, software, sound and vibration tests). Where no model-specific sheet exists, we apply our standard machine service check sheet. The applicable criteria are published so you can see the renewal standard in advance.
If your machine does not pass, renewal will not be offered, and we will explain which criteria were not met. Your existing Plan benefits are unaffected for the remainder of the Plan Term.
If you are unable to request your Health Check during months 21–24 because your machine is with us for an active claim, the Health Check window will extend by the number of days your machine was in our possession during that period.
Renewal is optional. We will remind you when your Health Check window opens.

10. Term, cancellation and refunds

10.1 Cooling-off period

You may cancel the Plan within 14 days of purchase from the day after you receive your order confirmation for the Plan, without giving a reason, and receive a full refund, provided you have not made a claim. This right applies to every eligible individual purchaser, whether or not you buy as a self-employed artist (see clause 3). If you asked us to begin service (for example, by making a claim) during the 14-day period and then cancel, we will refund the Plan price less the reasonable cost of the service already provided.

10.2 Cancellation after the cooling-off period

After the 14-day cooling-off period, the Plan cannot be cancelled for a refund. If you cancel after this period, no refund of the Plan price is payable for the unused portion of the Plan Term. This does not affect your statutory rights (see clause 11) or your separate right to cancel if you return the machine itself (clause 10.3).

10.3 Cancellation if you return the machine

If you return your machine itself for a refund under your statutory rights or our returns policy, the Plan will be cancelled and the full Plan price refunded, because the machine the Plan covers is no longer yours. (This is different from cancelling the Plan alone under clause 10.2, where the machine is not returned and no refund is payable after the cooling-off period.)

10.4 Our right to cancel

We may cancel the Plan if you commit fraud in connection with a claim, or seriously breach these terms (for example, repeated unsafe returns after warnings). If we cancel, we will refund a pro-rata amount for the unused portion of the Plan Term unless the cancellation is due to fraud. If a Loan Machine is in your possession when we cancel, you must return it within 7 days using the prepaid label we provide, and your deposit will be refunded in accordance with clause 8.2.

10.5 Transfer

The Plan is personal to the original purchaser and cannot be transferred to a new owner if the Covered Machine is sold or gifted. Cover ends when you no longer own the machine.

11. Your statutory rights

Nothing in these terms affects your statutory rights. If your machine is faulty, not as described, or not fit for purpose, you may have rights to a repair, replacement or refund from us under the Consumer Rights Act 2015 regardless of whether you bought Machine Care, and any manufacturer warranty also continues to apply. Machine Care provides benefits in addition to those rights, such as free two-way claim shipping, defined servicing timescales, the Loan Machine service, and the Health Check.

12. Manufacturer warranty

Some machines come with a manufacturer warranty (which may be up to 2 years). Machine Care runs alongside any manufacturer warranty. Where a fault is covered by both, we will handle the claim under the Plan so you benefit from the Plan's shipping and servicing terms. We will carry out the repair ourselves where we can, and refer it to the manufacturer where that is needed, and we may pursue the manufacturer separately. Either way, your point of contact for the claim is Killer Ink.

13. Our liability

If you are a consumer, nothing in these terms limits our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, fraud, or your statutory rights in respect of the machine itself.

Subject to that, our total liability under the Plan is limited to the purchase price of the Covered Machine plus the price you paid for the Plan. We are not liable for loss of income, missed bookings, loss of business or other indirect losses. The Plan is a machine servicing product; it is not income protection.

14. How we use your personal data

We process personal data in connection with the Plan in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Full details of how we collect, use, store and share personal data, your rights, and how to contact us about data protection are set out in our Privacy Policy, available on our website at killerinktattoo.co.uk, which forms part of these terms.

Specifically for the Machine Care Plan, we collect and use information such as your contact and order details, the make, model and serial number of your Covered Machine, and records of any claims, repairs, Health Checks and Loan Machines. We use this to administer your Plan, verify and handle claims, provide servicing and loan machines, and meet our legal and accounting obligations.

Where a fault may be covered by a manufacturer warranty, we may share relevant machine and claim information with the manufacturer or their authorised repairer so the claim can be assessed and, where appropriate, recovered (see clause 12).

We keep Plan and claim records for the Plan Term and for a reasonable period of 6 years afterwards to handle queries, warranty matters and our legal obligations. You have rights over your personal data, including rights of access, correction and erasure, as explained in our Privacy Policy.

15. General

We may transfer our rights and obligations under these terms to another organisation; this will not affect your rights.
Each clause operates separately. If any court or authority decides any clause is unlawful, the remaining clauses stay in force.
We may update these terms for future Plan purchases. The terms that apply to your Plan are the ones in force when you bought it, and we will not change them during your Plan Term.
These terms are governed by the laws of England and Wales, and disputes may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts and rely on mandatory protections of your home jurisdiction.
Any notice or communication under these terms will be sent by email to the address associated with your Killer Ink account. You must keep your contact details, including your email address, up to date. A notice sent by email is deemed received on the day it is sent, provided we do not receive a delivery-failure notification. If we cannot contact you because your details are out of date, we are not responsible for any consequence of the missed communication, including any deadline that expires in the meantime.
These terms, together with your order confirmation and our Privacy Policy, constitute the entire agreement between you and Killer Ink in relation to the Plan and supersede any prior representations, understandings or arrangements relating to it. You acknowledge that you have not relied on any statement, promise or representation not set out in these terms. Nothing in this clause excludes liability for fraudulent misrepresentation.
No one other than you and Killer Ink has any right to enforce any term of these conditions under the Contracts (Rights of Third Parties) Act 1999.
A failure or delay by us in exercising any right or remedy under these terms does not constitute a waiver of that right or remedy, nor does it prevent or restrict any further exercise of that or any other right or remedy. A single or partial exercise of any right or remedy does not prevent or restrict the further exercise of that or any other right or remedy.
Complaints: contact our customer service team through the usual Killer Ink support channel.