Hardware Care is designed to help you never miss a transaction by reducing the time you're left without a card machine. Hardware Care is charged at £5 a month per card machine and will be available for all customers soon.
In this article:
What is Hardware Care?
Hardware Care is a support feature that includes three main offerings:
Stress-free, fee-free replacements:
If your card machine needs replacing for any reason, we will provide you with a replacement device at no extra charge.
The fastest delivery so you don’t miss out:
In case your card machine needs replacing, we will provide you with the fastest possible delivery of a replacement device, ensuring minimal downtime.
Protect the unexpected:
We use advanced monitoring technology to detect signs that a card machine might need repair or replacement, enabling us to take proactive measures before any issues disrupt your business's operations.
This includes a quarterly health check issued via email.
Is this service for me?
If you feel like this service is not for you, you can downgrade to our free ‘Hardware Care Light’ offering at any time.
The table below outlines the key differences between Hardware Care and Hardware Care Light:
|
Hardware Care Light (Free) |
Hardware Care (£5 per machine a month) |
|
| Fee-free replacement of card machines for any reason (inc. accidental damage or theft)* |
X |
✓ |
| Replacement delivery speed | 2-5 business days |
Next business day† |
| Active Monitoring System |
X |
✓ |
| 24/7 technical support on the phone |
✓ |
✓ |
*As part of our standard card machine services, if a card machine needs replacing due to a Dojo system failure or faulty batteries / packs / attachments that Dojo provides, this will be replaced without a fee for all customers – irrespective of their Hardware Care tier.
† Next-day delivery may not be available for all addresses - please see the FAQs below for further information.
To downgrade to Hardware Care Light please follow the instructions on this link.
FAQs
Is the price specific to a Dojo device?
No, this service and price is for all of our hardware options (Go, One, Pocket & Wired).
If we send you certain parts, rather than a full device, delivery times may also vary.
Unfortunately, we can’t currently offer this. We would encourage you to upgrade to Hardware Care to ensure that your business is not disrupted.
Is next-day delivery available for my address?
Some postcodes in the UK take longer to deliver to, mostly in the Islands and Highlands of Scotland. If your address is listed below, unfortunately, it is not eligible for next-day delivery:
Mainland 2 Day Delivery - AB31-38, AB41-56, FK17-21, H51-9, KW0-14, PH15-41, PH45-50, TR21-25
Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-40, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands - HS1-9, IV41-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Northern Ireland - all addresses
Is Hardware Care VAT Applicable?
Yes, it is a VAT applicable service.