Terms of Service

Terms & Conditions of Sale

Last updated: September 2026

These Terms & Conditions govern the sale of equipment, goods and associated services by Modern Standard Service Ltd.

Modern Standard Service Ltd
Company number: 11189616
Registered office: 8 Newbury Street, Andover, England, SP10 1DW
VAT Registration No.: 293 1364 96

In these Terms, “MSS”, “we”, “us” or “our” means Modern Standard Service Ltd and “you” or “customer” means the person or organisation purchasing goods or services from us.

These Terms apply to purchases made through our website and to orders placed directly with us, unless separate written terms have been expressly agreed.

Where you are purchasing wholly or mainly for purposes outside your trade, business, craft or profession, you are a consumer. Certain provisions of these Terms apply differently to consumers and business customers.

Nothing in these Terms affects any rights which a consumer is legally entitled to and which cannot lawfully be excluded or restricted.

1. Orders

1.1 Placing an order with us constitutes an offer to purchase the relevant goods and/or services.

1.2 An order is not accepted by us, and no binding contract is formed, until we issue written order confirmation or otherwise expressly confirm acceptance of the order in writing.

1.3 We reserve the right to decline or cancel an order before acceptance, including where:

  • goods are unavailable;

  • a manufacturer is unable to fulfil the order;

  • there has been an obvious pricing or product-description error;

  • we are unable to undertake the proposed delivery or installation; or

  • we reasonably believe that accepting the order would be unlawful or unsafe.

1.4 Product images are provided for illustrative purposes. There may be minor differences in colour, finish, dimensions, specification or appearance resulting from manufacturing changes, screen displays or the nature of the product, provided these do not materially affect the functionality of the goods.

1.5 Where a particular specification, finish, colour or configuration is important, you must ensure that it is confirmed in writing as part of your order.

2. Prices and VAT

2.1 Unless we expressly state otherwise, all prices displayed on our website include VAT at the applicable rate.

2.2 A full VAT invoice will be supplied with every order where applicable.

2.3 Quotations are valid for the period stated on the quotation. If no period is stated, we may withdraw or amend a quotation at any time before an order is accepted.

2.4 Changes requested by the customer after an order has been accepted may result in additional charges and may affect delivery or installation dates.

3. Payment

3.1 Unless we have agreed otherwise in writing, all goods, equipment and installation charges must be paid in full before installation takes place.

3.2 We are not required to dispatch, deliver, install or commission goods until cleared payment of all amounts due has been received.

3.3 Where we have expressly agreed credit terms with a business customer, payment is due within 30 days of the invoice date, unless different payment terms have been agreed in writing.

3.4 If a business customer fails to pay an amount when due, we reserve the right to charge statutory interest and fixed-sum compensation or debt recovery costs to the extent permitted under applicable late-payment legislation.

3.5 We may also suspend delivery, installation, servicing or other work while overdue amounts remain outstanding.

4. Deposits and special-order goods

4.1 Where we require a deposit, the amount and payment arrangements will be confirmed before the order is accepted.

4.2 For business customers, deposits paid in connection with specially ordered, configured, customised or bespoke goods are non-refundable once we have committed to the relevant manufacturer, supplier, customisation or other cost, except where we agree otherwise in writing or where required by law.

4.3 Equipment made or altered to a customer's specification may include, without limitation:

  • custom powder-coated espresso machines;

  • equipment produced in a customer-selected colour or finish;

  • custom panels or bodywork;

  • equipment ordered in a non-standard configuration; and

  • other products manufactured or modified specifically for that customer.

4.4 Consumer customers should pay particular attention to clause 10. Where goods are made to a consumer's specifications or are clearly personalised, the statutory right to cancel a distance or off-premises contract will generally not apply.

4.5 Once manufacture, powder coating, modification or another bespoke process has commenced, a bespoke order cannot ordinarily be cancelled simply because the customer has changed their mind.

4.6 Nothing in this clause limits rights arising where goods are faulty, misdescribed or otherwise fail to conform to the contract.

5. Delivery

5.1 Goods may be delivered:

  • by MSS;

  • directly by the manufacturer or supplier;

  • by a pallet or freight network; or

  • by another carrier acting on our behalf.

5.2 Any delivery date or timeframe given is an estimate unless we expressly agree in writing that a particular date is guaranteed.

5.3 We are not responsible for delay caused by circumstances outside our reasonable control, including manufacturer delays, transport disruption, shortages, customs delays, severe weather or other events which we could not reasonably have prevented.

5.4 Where you are a consumer, this clause does not affect any statutory rights you may have in relation to delivery times.

5.5 You must ensure that there is safe and reasonable access for delivery, including suitable loading and unloading access where required.

5.6 Risk in goods passes to a business customer when the goods are delivered to the agreed delivery location.

5.7 For consumers, risk will pass in accordance with applicable consumer law.

6. Ownership of goods

6.1 Legal title to goods will not pass to a business customer until we have received payment in full for those goods.

6.2 Until title passes, a business customer must:

  • keep the goods identifiable as our property;

  • take reasonable care of them;

  • adequately insure them; and

  • not sell, dispose of or create any security interest over them.

6.3 This clause does not affect the rules relating to transfer of ownership which apply to consumer purchases.

7. Installation requirements

7.1 Where installation is included or separately purchased, you are responsible for ensuring that the site is ready before our engineer attends.

7.2 Our pre-installation requirements may include, depending on the equipment:

  • a suitable and compliant electrical supply;

  • suitable mains water connections;

  • appropriate drainage;

  • all required holes in counters or worktops having been cut in advance;

  • sufficient counter strength and suitable working space;

  • reasonable ventilation around the equipment;

  • safe access to the premises and installation area;

  • suitable loading and unloading access; and

  • any other requirements contained in our pre-installation documentation.

7.3 We may require you to complete or sign a pre-installation checklist before attendance.

7.4 Unless expressly stated otherwise, building works, electrical works, plumbing, drainage alterations, counter cutting and other site preparation works are not included in our installation price.

7.5 MSS may supply and install suitable BRITA water filtration equipment, which will be charged in accordance with the relevant quotation or order.

7.6 You are responsible for ensuring that the installation location and any services provided by you or third parties comply with all applicable safety requirements.

8. Failed or aborted installations

8.1 If we cannot complete an installation because the site does not meet our stated pre-installation requirements, or because we cannot obtain reasonable access, this will be treated as an aborted installation.

8.2 We may charge our then-current aborted installation or reattendance charge, together with any reasonable additional:

  • engineer time;

  • travel;

  • accommodation;

  • delivery;

  • collection;

  • storage; and

  • other costs reasonably incurred.

8.3 A further installation date may be arranged once the relevant issue has been rectified and any amounts due have been paid.

9. Delayed installations and storage

9.1 If goods are ready for delivery or installation but the customer is unable or unwilling to accept them at the agreed time, we may store the goods on the customer's behalf.

9.2 Where a delay continues for more than 14 days after the agreed delivery or installation date, we may charge reasonable storage, handling, insurance and redelivery costs.

9.3 The customer remains responsible for payment in accordance with the agreed payment terms notwithstanding a delay caused by the customer.

10. Consumer cancellation rights

10.1 If you are a consumer and purchase standard goods online, by telephone or through another distance-selling method, you will normally have a statutory right to cancel the contract without giving a reason.

10.2 For goods, the normal cancellation period expires 14 days after the day on which you, or a person nominated by you, takes physical possession of the goods, subject to applicable law.

10.3 To exercise a statutory cancellation right, you must inform us clearly that you wish to cancel before the cancellation period expires. You may contact us using the details provided on our website.

10.4 Where the statutory right to cancel applies, goods must be returned in accordance with applicable consumer law.

10.5 You may be responsible for any reduction in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

Bespoke and personalised goods

10.6 The statutory cancellation right does not apply where goods are made to your specifications or are clearly personalised.

10.7 This includes, where applicable, espresso machines or other equipment specially powder-coated, manufactured, finished, configured or materially customised specifically for you.

10.8 Once an order for such bespoke or personalised goods has been accepted, you should therefore assume that you will not be entitled to cancel simply because you change your mind.

10.9 This exclusion does not affect your legal rights if the goods are faulty, not as described or otherwise do not conform to the contract.

11. Business customer cancellations and returns

11.1 Business customers have no automatic right to return correctly supplied goods because they have changed their mind.

11.2 Any cancellation or return requested by a business customer after an order has been accepted is subject to our written agreement.

11.3 Where we agree to accept a return, we may require the business customer to pay reasonable:

  • collection or return carriage costs;

  • manufacturer charges;

  • restocking charges;

  • administration costs;

  • depreciation or loss in value; and

  • costs already committed by us in fulfilling the order.

11.4 Bespoke, personalised, specially configured or special-order equipment will not normally be accepted for return.

11.5 Nothing in this clause removes any rights a business customer may have in respect of goods which do not conform to the contract.

12. Warranty

12.1 Unless otherwise stated in writing, new equipment supplied by MSS is covered by our standard 12-month parts and labour warranty.

12.2 Where MSS installs the equipment, the warranty period begins on the date of installation.

12.3 Where MSS does not install the equipment, the warranty period begins on the date of delivery.

12.4 During the applicable warranty period, where a fault is covered by the warranty, MSS will provide the parts and labour reasonably required to rectify that fault without charge, subject to these Terms.

12.5 Customers must contact Modern Standard Service in the first instance regarding warranty claims, even where the relevant manufacturer's warranty may ultimately apply or the manufacturer supplies replacement parts.

Warranty attendance

12.6 Our standard warranty does not include a guaranteed service level agreement or guaranteed engineer response time.

12.7 Where reasonably practicable, we aim to attend valid warranty call-outs within 14 days, but this is a target only and is not a contractual SLA or guaranteed attendance time.

12.8 Customers requiring a contractual response time must purchase an appropriate MSS service agreement.

12.9 Standard warranty attendance is available across mainland Great Britain, subject to engineer availability.

12.10 Additional travel and associated charges may apply to attendance in the Scottish Highlands and to any island or non-mainland location which we agree to cover.

12.11 Services in Northern Ireland, the Channel Islands, Isle of Man and other non-mainland locations are available only where separately agreed.

13. Warranty exclusions

13.1 Our standard warranty does not cover faults, damage or deterioration arising from:

  • misuse, abuse or accidental damage;

  • failure to clean or maintain equipment correctly;

  • failure to follow manufacturer instructions;

  • scale or limescale;

  • unsuitable or poor water quality;

  • failure to maintain or replace water filtration when required;

  • normal wear and tear;

  • consumable or routine wear items;

  • unauthorised repair, modification or alteration;

  • work undertaken by an unauthorised third-party engineer;

  • relocation or reinstallation of equipment without appropriate procedures being followed;

  • unsuitable electricity supply;

  • unsuitable water pressure or water supply;

  • drainage problems;

  • problems caused by the customer's premises, utilities or associated equipment;

  • environmental conditions outside the manufacturer's specification; or

  • cosmetic issues which do not materially affect the operation of the equipment.

13.2 Where an engineer attends a reported warranty fault and determines that the issue is not covered by warranty, we may charge for the call-out, engineer time, travel and any parts supplied.

13.3 Warranty cover may be subject to compliance with any reasonable preventative maintenance or water filtration requirements specified by us or the equipment manufacturer.

14. Consumer statutory rights and warranty

14.1 Our 12-month warranty is a commercial warranty provided in addition to applicable statutory consumer rights.

14.2 If you are a consumer, goods supplied by us must meet the standards required by applicable consumer law, including requirements relating to satisfactory quality, fitness for purpose and conformity with description.

14.3 The expiry of our commercial warranty does not, by itself, extinguish any statutory rights which a consumer may still have.

14.4 Nothing in these Terms excludes, restricts or seeks to replace statutory rights which cannot legally be excluded.

15. Service and maintenance agreements

15.1 Bronze, Silver, Gold or any other MSS service or maintenance package is governed by the separate service agreement applicable to that package.

15.2 Purchasing equipment from MSS does not automatically give the customer the response times, service levels, preventative maintenance visits or other benefits associated with a paid service agreement.

15.3 If there is any inconsistency between these Terms and a specific service agreement in relation to services supplied under that agreement, the specific service agreement will take precedence in relation to those services.

16. Liability – consumers

16.1 Nothing in these Terms excludes or limits any liability to a consumer where it would be unlawful for us to do so.

16.2 Nothing in these Terms excludes or limits liability for:

  • death or personal injury caused by our negligence;

  • fraud or fraudulent misrepresentation; or

  • any other liability which cannot lawfully be excluded or restricted.

16.3 If you are a consumer, we are responsible for losses which are a foreseeable result of our breach of contract or failure to use reasonable care and skill, subject to applicable law.

16.4 We are not responsible to a consumer for business losses where the goods or services were purchased wholly or mainly for personal use.

17. Liability – business customers

17.1 This clause applies only where you are purchasing in the course of a business, trade, craft or profession.

17.2 Nothing in these Terms excludes or limits our liability for:

  • death or personal injury caused by negligence;

  • fraud or fraudulent misrepresentation; or

  • any liability which cannot legally be excluded or limited.

17.3 Subject to clause 17.2, MSS will not be liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any:

  • loss of profit;

  • loss of revenue;

  • loss of sales;

  • loss of business;

  • loss of anticipated savings;

  • loss of opportunity;

  • loss of goodwill;

  • business interruption;

  • loss arising from equipment or machine downtime; or

  • indirect or consequential loss.

17.4 Business customers are responsible for maintaining appropriate contingency arrangements for equipment failure or downtime where continuity of service is commercially important.

17.5 Subject to clause 17.2, our total aggregate liability arising out of or in connection with a particular order or service will not exceed 100% of the total price paid or payable to MSS for the relevant order or service giving rise to the claim.

17.6 Nothing in this clause is intended to exclude or restrict liability beyond what is permitted by law.

18. Events outside our control

18.1 We will not be responsible for delay or failure to perform an obligation caused by events outside our reasonable control.

18.2 Such events may include, without limitation:

  • manufacturer or supplier delays;

  • shortages of goods or components;

  • transport disruption;

  • strikes or industrial action;

  • severe weather;

  • fire or flood;

  • utility failure;

  • restrictions imposed by government or public authorities;

  • import or customs delays;

  • epidemic or pandemic;

  • acts of terrorism or civil disorder; or

  • other circumstances which we could not reasonably have prevented.

18.3 We will take reasonable steps to minimise the effect of such circumstances.

19. Customer information

19.1 You are responsible for ensuring that information supplied to us in connection with your order is accurate and complete.

19.2 This includes delivery addresses, contact details, equipment specifications, site information and installation requirements.

19.3 We will not be responsible for additional costs or delays caused by inaccurate or incomplete information supplied by the customer.

20. Changes to these Terms

20.1 We may update these Terms from time to time.

20.2 The Terms applicable to an order are those in force when the order is accepted unless a subsequent variation is expressly agreed between us and the customer.

21. Severability

21.1 If any provision of these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, the remaining provisions will continue in full force and effect.

22. Waiver

22.1 If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

23. Third-party rights

23.1 Unless expressly stated otherwise, no person other than MSS and the customer has any right to enforce these Terms.

24. Governing law and jurisdiction

24.1 These Terms and any dispute or claim arising from them are governed by the laws of England and Wales.

24.2 If you are a business customer, the courts of England and Wales will have exclusive jurisdiction over any dispute or claim arising out of or in connection with these Terms.

24.3 If you are a consumer, this clause does not deprive you of any right to bring proceedings in another court where applicable consumer law gives you that right.

25. Contact us

If you have a question about an order, warranty claim, cancellation, return or these Terms, please contact Modern Standard Service using the details provided on our website contact page.

Modern Standard Service Ltd
Company number: 11189616
Registered office: 8 Newbury Street, Andover, England, SP10 1DW
VAT Registration No.: 293 1364 96