GEME Care Terms
Terms for the optional GEME Care service plan and complimentary GEME Care Bonus.
Last updated: 29 July 2026
1. Plan Provider and Guarantor
ROKH SRL
Boulevard Louis Schmidt 29, 1040 Etterbeek (Brussels), Belgium
Company registration: 0719.978.144
VAT number: BE0719978144
Email: info@gemebio.com
2. Overview
GEME Care is an optional commercial service plan for eligible new GEME machines. It is not insurance and does not provide accidental-damage coverage unless an offer expressly states otherwise.
GEME Care provides one additional year of official service support after the Standard Commercial Warranty Period applicable to the machine.
GEME Care Bonus is a complimentary registration benefit that provides 90 additional days of commercial service coverage when an eligible machine is registered within 30 days after delivery.
GEME Care and GEME Care Bonus are additional commercial benefits. They do not replace, restrict, shorten or otherwise affect mandatory statutory consumer rights.
3. Eligible Products and Regions
GEME Care and GEME Care Bonus are available only for eligible new GEME machines purchased through GEME-approved sales channels and supported in GEME-approved service regions.
Eligibility is determined by the product model, serial number, purchase record, delivery location and service availability.
GEME Titans and other commercial machines are covered only where the quotation, order confirmation or signed contract expressly includes GEME Care or an equivalent service plan.
Paid GEME Care is not currently offered for delivery addresses in Quebec. The standard GEME warranty, mandatory statutory rights and complimentary GEME Care Bonus remain available.
4. Purchase Window
GEME Care may be purchased at the time of machine purchase or within 30 days after delivery of an eligible machine. Post-purchase pricing may differ from checkout pricing.
Unless expressly offered by GEME, GEME Care is not available after the 30-day purchase window.
5. Registration Bonus
To receive GEME Care Bonus, the customer must register the machine within 30 days after delivery, provide a valid serial number and purchase information, and complete reasonable verification requested by GEME.
The Bonus is limited to one activation per eligible machine. It has no cash value, is non-refundable and is not transferable to another machine.
Registration is not required to preserve mandatory statutory rights or the standard GEME commercial warranty.
6. Coverage Dates
The Standard Commercial Warranty Period is 2 years from delivery in the EU/EEA and United Kingdom, and 1 year from delivery in other supported markets, unless GEME expressly provides a longer commercial warranty.
GEME Care begins immediately after the Standard Commercial Warranty Period and continues for 12 months.
If GEME Care has not been purchased, the 90-day GEME Care Bonus begins immediately after the Standard Commercial Warranty Period.
If GEME Care has been purchased, the 90-day GEME Care Bonus begins immediately after the GEME Care term.
Mandatory statutory rights remain separate and are not calculated by reference to these commercial coverage dates.
7. Included Benefits
Subject to these Terms, GEME Care includes:
- one additional year of official service support;
- priority support handling;
- covered parts and labour for eligible repairs approved by GEME;
- standard pickup and return for eligible major repairs arranged through GEME's authorised service route;
- access to GEME's approved service network; and
- one-time UV Performance Refresh during the GEME Care term.
8. Service Method
Repair means restoring normal functionality. Service may be completed through remote diagnosis, user-installable modules, approved replacement parts, local depot service, collection, product replacement or another authorised service method determined by GEME.
Function restoration comes before full-unit return. GEME determines, acting reasonably, the appropriate service route for each case.
For eligible major repairs, GEME may arrange standard pickup and return through its approved network.
9. Authorised Service Route
For a GEME Care claim, shipping, return or repair logistics must be approved and arranged through GEME's authorised route to be eligible for reimbursement under GEME Care.
Shipping or logistics arranged independently by the customer are not reimbursable under GEME Care unless expressly approved in advance.
This routing rule applies to the commercial service plan and does not limit any non-waivable statutory right.
10. UV Performance Refresh
GEME Care includes one UV Performance Refresh during the Care term.
The fulfilment method is determined by GEME and may include an approved replacement component, installation guidance, depot service or another authorised method.
The benefit is limited to one use, must be requested before the Care term expires, has no cash value and cannot be exchanged for another product or service.
The refresh is not a promise that every odour, environmental or maintenance issue will be eliminated.
11. Service Replacement or Loaner
For an eligible case, GEME may provide a service replacement or temporary loaner while a machine is being repaired. This is not guaranteed and remains subject to stock, region, logistics feasibility and GEME's service decision.
12. Exclusions
GEME Care and GEME Care Bonus do not cover a problem to the extent caused by:
- Kobold, Boost Plan, Reset Pack or other consumables;
- routine cleaning, maintenance or upkeep;
- cosmetic damage or normal wear that does not affect function;
- accident, misuse, abuse, improper storage, incorrect power conditions, liquid exposure or operation contrary to GEME instructions;
- use outside the rated capacity, duty cycle or permitted use class stated for the relevant model;
- unauthorised modification, tampering or repair that caused the issue;
- loss, theft or events outside reasonable control;
- logistics not approved and arranged by GEME for Care service;
- special routing, expedited shipping, customer-selected carriers or private on-site service unless approved in writing; or
- service outside a supported region.
The mere use of an independent repair option does not automatically cancel all coverage or statutory rights. GEME Care excludes only damage caused by the unauthorised modification, tampering or repair.
13. How to Request Service
Contact info@gemebio.com and provide proof of purchase, GEME Care confirmation, model and serial number, a description of the issue, and photographs, video or diagnostic information where reasonably requested.
Do not ship the machine until GEME provides instructions.
14. Statutory Rights
Nothing in these Terms limits, excludes or replaces any mandatory statutory consumer right.
Where a customer is entitled by law to repair, replacement, price reduction, refund, reimbursement of return or repair costs, or another remedy for lack of conformity, those rights remain governed by applicable law and are not reduced by GEME Care.
15. Cancellation and Withdrawal
If you purchase GEME Care directly from GEME, you may cancel it within 30 days after purchase for a full refund, provided that no GEME Care-specific service benefit has been used.
For customers in the EU/EEA and United Kingdom who purchase GEME Care online, the mandatory distance-contract cancellation period is normally 14 days after the contract is concluded. The 30-day voluntary cancellation above is more generous where its conditions are met.
Because the additional GEME Care term begins only after the Standard Commercial Warranty Period, no deduction will normally be made for Care coverage during the first 14 days.
After the applicable cancellation period, GEME Care is non-refundable after activation or use of a Care-specific service benefit, except where the plan offer expressly states otherwise or applicable law requires a refund.
GEME Care is a one-time purchase and does not automatically renew unless automatic renewal is clearly offered and separately accepted.
GEME Care Bonus is complimentary and is not refundable or redeemable for cash.
16. Quebec Customers
Paid GEME Care is not currently offered for delivery addresses in Quebec. If a paid Care plan is accepted in error for a Quebec delivery address, GEME may cancel and refund that Care plan without affecting the machine order, standard warranty, statutory rights or complimentary GEME Care Bonus.
17. Transfer
GEME Care and GEME Care Bonus are linked to the eligible machine and verified serial number. They may not be transferred to another machine, converted to cash or resold separately.
Transfer with the same machine to a new owner may be accepted where lawful proof of purchase and transfer is provided, the machine remains in a supported region and no fraud or duplicate claim is involved.
18. Remedy and Remaining Coverage
For an eligible claim, GEME determines the reasonable service method, subject to mandatory law.
A repaired or replacement product remains covered for the rest of the GEME Care term or any longer minimum period required by law.
19. Policy Copy and Changes
These Terms are made available before purchase. A copy will be provided with the GEME Care order confirmation in a form that the customer can save and retain.
The version accepted when GEME Care was purchased or activated governs that plan. We may update these Terms prospectively but will not retroactively reduce a confirmed benefit unless required by law or agreed with the customer.
20. Limitations
Nothing in these Terms excludes or restricts mandatory statutory consumer rights, product-liability rights, liability for fraud or wilful misconduct, death or personal injury where applicable, or any other liability that cannot lawfully be excluded.
21. Contact
info@gemebio.com
ROKH SRL
Boulevard Louis Schmidt 29, 1040 Etterbeek (Brussels), Belgium