TERMS AND CONDITIONS
1. Scope of the Agreement
5 by 5 Oy (Business ID 2223133-6), operating under the name 5 by 5 Custom Shop (hereinafter referred to as the "Service Provider"), provides maintenance and repair services for audio electronic equipment, including guitar and bass amplifiers, recording studio equipment, and microphones, at the request of the customer (hereinafter referred to as the "Customer").
2. Service Process
The service process includes the following steps:
- The Customer contacts the Service Provider and delivers the equipment for servicing.
Fault diagnosis and preparation of a repair estimate are chargeable services. A minimum of one (1) hour of labour will be charged per device, even if the Customer does not approve the proposed repair or the equipment cannot be repaired. The Customer will be informed of the applicable charges before diagnostic work begins.
- The Customer approves the proposed repair
- Invoicing
- Release of the serviced equipment to the Customer
3. Service Options
Services are always carried out on a case-by-case basis, and no fixed service packages are available.
4. Service Request
The Customer must submit a service request using the form available on the Service Provider's website.
The form requires the Customer's name, company name (optional), telephone number, email address, and details of the equipment, including its make, model, and a description of the fault.
Submitting a service request does not, in itself, constitute a service agreement.
Chargeable diagnostic work is agreed upon separately with the Customer before work begins. The actual repair work will be carried out once the Customer has approved the repair estimate provided by the Service Provider.
5. Pricing
Standard repair work and preparation of a repair estimate: €109/hour.
Express repair work and preparation of an express repair estimate: €218/hour.
All prices include the applicable value-added tax (VAT).
Other services are charged according to the published price list and as agreed with the Customer.
Unless otherwise stated, repair estimates cover labour costs only.
Minor components required for repairs may be charged without separate approval, up to a total of €50 (including VAT) per device. Charges are based on the components actually used. The availability and prices of any other required spare parts will be confirmed and submitted to the Customer for separate approval.
Repair work is invoiced based on the actual labour performed and spare parts used. The approved labour estimate, separately approved spare parts costs, and the €50 limit for minor components will not be exceeded without the Customer's prior consent.
Any additional work outside the original scope of the service agreement, including its associated costs, must be agreed upon separately with the Customer.
6. Payment Terms
Serviced equipment will only be released to the Customer after payment has been received, unless otherwise required by mandatory law.
Accepted payment methods are online payment (Stripe) and bank transfer. Cash and card payments are not accepted at the Service Provider's premises.
An invoice will be issued upon completion of the repair or when the service agreement otherwise ends.
Payment term: 14 days from the date the invoice is sent.
Invoice disputes: Customers are requested to raise any objections concerning an invoice within eight (8) days of receipt. This does not limit the Customer's statutory right to make a complaint regarding a defective service or to dispute an invoice at a later date.
Consumer Customers have the right to withhold payment of the portion of an invoice corresponding to a defect in the service, in accordance with the Finnish Consumer Protection Act. The Service Provider's right to retain possession of the equipment is governed by applicable law.
7. Repair Turnaround Time
Repairs are generally processed in queue number order. Express repairs may be prioritised ahead of the standard repair queue, subject to a separate price list.
The estimated waiting time communicated to the Customer indicates when the equipment is expected to enter the diagnostic stage. This estimate is based on the workload at the time it is provided.
The overall repair turnaround time depends on the length of the repair queue and any changes to it, the time required for diagnosis and repair, and particularly the availability and delivery times of spare parts. These factors may significantly affect the overall schedule.
The Service Provider will inform the Customer of any significant scheduling changes once they become known. All work will be completed within a reasonable time, taking into account the nature and scope of the service.
8. Uncollected Equipment
Serviced equipment must be collected within one (1) month of the Customer being notified that the repair has been completed or the service agreement has otherwise ended.
If the equipment is not collected within this period, a storage fee of €25 per commenced week will apply, including the applicable VAT.
If the equipment remains uncollected for six (6) months following notification of repair completion or termination of the service agreement, the Service Provider may initiate the sale procedure in accordance with Finnish Act 688/1988 on a business operator's right to sell uncollected property.
Before any sale takes place, the Customer will be sent the legally required notice of intended sale by registered mail to the address provided by the Customer or otherwise known to the Service Provider. The notice will allow the Customer at least three (3) months to collect the equipment and will specify the amount of any outstanding payments due.
The equipment may only be sold once all statutory conditions for sale have been satisfied. Any outstanding amounts and legally permitted sales expenses will be deducted from the proceeds. Any remaining balance will be paid to the Customer in accordance with applicable law.
9. Warranty and Liability
The Service Provider provides a one (1) month warranty on repair work performed and spare parts supplied, starting from the date the equipment is released to the Customer.
The warranty covers defects in the repair work or spare parts used. Defects covered by the warranty will be remedied free of charge.
The warranty does not cover new faults unrelated to the repair work, or faults resulting from improper use, normal wear and tear, or external damage.
The warranty does not limit the Customer's statutory rights under the Finnish Consumer Protection Act, which may remain in effect after the warranty period has expired.
The Service Provider is liable for defects in the work performed and any resulting damage in accordance with applicable Finnish law.
The Service Provider is not liable for pre-existing faults in the equipment or for new faults or damage that do not result from the Service Provider's actions or from any other cause for which the Service Provider is legally responsible.
10. Disputes and Jurisdiction
Any disputes will primarily be resolved through negotiations between the parties.
Consumer Customers may refer disputes to the Finnish Consumer Disputes Board (Kuluttajariitalautakunta) and may bring legal proceedings before a competent District Court, including the District Court of their place of residence.
Disputes involving business Customers will be settled by the Helsinki District Court, unless otherwise required by mandatory law.
11. Equipment Documentation and Marketing Use
The Service Provider may photograph and record videos of equipment undergoing servicing for the purposes of documenting repair work, quality assurance, presenting its services, and marketing its business.
Photographs and videos may be used for marketing purposes without separate consent, provided that the Customer cannot be identified and the material does not contain confidential information or infringe the rights of third parties.
If a Customer or another natural person can be identified from marketing material, the processing of personal data must have an appropriate legal basis. Separate consent will be obtained from the Customer where necessary.
