Service ticket

Do you own a Cleopatra product but need assistance with maintenance? Or is your system getting old and do you need a second opinion?

With the service ticket, our service representative can explain what services can be performed. The technician will bring parts, if available, so he can discuss with you what needs to be replaced. Please note that with older systems (>15 years), it may not be possible to restore them to like-new condition. This depends on the availability of parts as well as whether the system has received adequate maintenance; the decision is at the discretion of the technician in question.

After you pay for the service ticket, we will contact you to schedule an appointment. Please note that wait times for an appointment may vary.

Please read our terms of service before your visit; by purchasing a service ticket, you agree to these terms.

1) WARRANTY PROVISION
If there are assembly and/or installation errors, or if the issue is due to causes not covered by the warranty, the full cost of the service call will be charged to you. We strongly emphasize that our findings in this matter will be binding. To determine whether your product is covered under the warranty, please email us a copy of the original sales invoice.

2) INSTALLATION ACCESSIBILITY
To ensure the safety of our technicians, the mechanical components of the whirlpool, steam bath, and/or sauna must be clearly visible and accessible, whether or not through a service hatch. If the mechanical components are not accessible or are insufficiently accessible, we cannot perform any work. If we need to access a service hatch under the floor or behind a knee wall, it is up to the technician to assess whether this is safe. We do not perform work that requires the technician to go under the floor.

3) RATES FOR SERVICE VISITS
In the case of a scheduled service visit The following charges will apply:

Hourly wage: €102.85, excluding 21% VAT (€124.45 including VAT) per hour (billed in 15-minute increments)
Call-out fee: €127.27, excluding 21% VAT (€154.00, including VAT).

Material costs, excluding 21% VAT, plus any parking and toll fees.

Payment is due at the end of the service visit to the technician pinned ; cash payments are not accepted. The service ticket you purchased will be deducted by the technician from the total amount you owe. There will be no refund for the service ticket, even if the technician finishes earlier than the specified time limit of 1 hour.

4) CANCEL A SERVICE APPOINTMENT
Service visits can be canceled no later than 48 hours in advance; if the cancellation is not made in time, you will not be entitled to a refund.

5) CLEOPATRA TERMS AND CONDITIONS

Cleopatra’s terms and conditions apply to the agreement to be entered into with you. Cleopatra’s terms and conditions can be downloaded as a PDF via the following link: Terms and Conditions – Cleopatra

6) DISCLAIMER
We strive to resolve service requests as thoroughly and accurately as possible, regardless of the product’s age. Unfortunately, there may be instances where we are unable to fully repair products due to wear and tear and/or a lack of parts. In these cases, you will need to discuss with the technician on site what options may still be available. Please note that in such cases, you will not receive a refund for the service ticket. The price of a service ticket covers administrative tasks, creating a service record, assessing the technical condition of the installation, travel expenses, and up to one hour of labor.

7) REFUSAL OF SERVICE TICKET

Cleopatra reserves the right to refuse service requests; in such cases, the service ticket you paid for will be refunded.