General service contract conditions

1. For printer rental contracts

1.1. Scope of application

The following conditions apply to printers and copiers delivered and operated by Miete24 P4Y GmbH (hereinafter referred to as Miete24) in the Federal Republic of Germany. The service commitment from Miete24 occurs in addition to the statutory warranty rights of the customer and does not limit this warranty.

1.2. Service agreement

Miete24 guarantees expected functionality according to the respective state of the art of the respective device type, in accordance with the following conditions. The service agreement will be fulfilled by Miete24 by either free repair or free replacement of the device or components (consumables and consumables are excluded from the service agreement). The details are determined by the respective service level (see 4. Service content).

1.3. Service times

The service provided by Miete24 is during normal business hours.

1.4. Service content

Other content of the service agreement are determined according to the agreed service level (SLA) as follows:

1.4.1. On-site next business day

All malfunctions of a contract printer are reported by the customer in their customer area or the service portal. If necessary for error analysis, the customer cooperates according to the printer manufacturer's instructions.

When a service call is received by 12.00pm, on-site services usually takes place no later than the next working day, as long as the restoration of functionality is not possible by other means such as (self-testing, execution of diagnostics tools, installation of updates, etc.).

The use of the Miete24 service hotline, access and work performed by trained personnel, and any necessary spare parts, is free of charge.

The service will be carried out at the registered location of the device.

If a restoration of functionality on-site cannot be achieved by the end of the next working day (for example, as a result of delays in the delivery of spare parts, etc.), the customer will receive a plan onw hot to further service the devices(s).

1.4.2. Send in to manufacturer

All malfunctions of a contract printer are reported by the customer in their customer area or the service portal. If necessary for error analysis, the customer cooperates according to the printer manufacturer's instructions.

The non-functioning device is sent by the customer to Miete24 or a service partner as detailed to the customer, so long as the restoration of functionality is not possible by other means (self-testing, execution of diagnostics tools, installation of updates, etc.).

The customer uses the original equipment. Further information can be found in the product leaflet.

The use of the Miete24 service hotline, access and work performed by trained personnel, and any necessary spare parts, is free of charge.

The functional device, after a repair or exchange, will be returned to the customer within 10 working days after the original receipt.

1.4.3. On-Site Exchange

All malfunctions of a contract printer are reported by the customer in their customer area or the service portal. If necessary for error analysis, the customer cooperates according to the printer manufacturer's instructions.

The non-functioning device will be repaired by Miete24 or an authorized service partner at the registered location of the device by appointment and within 5 working days, or replaced by a functioning device, so long as the restoration of functionality by other means (e.g. self test, execution of diagnostics tools, installation of updates etc.) is not possible.

The use of the Miete24 service hotline, access and work performed by trained personnel, and any necessary spare parts, is free of charge.

1.4.4. Pick-up and Repair Service

All malfunctions of a contract printer are reported by the customer in their customer area or the service portal. If necessary for error analysis, the customer cooperates according to the printer manufacturer's instructions.

The non-functioning device is picked up, repaired and returned by Miete24 or an authorized service partner within 10 working days. As a rule, the defective device is picked up within two working days.

The use of the Miete24 service hotline, access and work performed by trained personnel, and any necessary spare parts, is free of charge.

1.5. Service restrictions

The supply of maintenance kits, consumables, paper, staples, additional operating instructions, cables, cables or other plug connections is not included in the service agreement from Miete24. There are also no claims if a fault in the device is related to the fact that ...

• modifications or changes have been made to the device, which were not approved in writing by Miete24 or by the manufacturer;
• the appliance has been handled, damaged, or overused;
• the instructions for use and the equipment is included with the device, in particular unauthorized printing materials and consumables is detailed;
• operating conditions outside the ranges specified in the technical data such as temperature, air quality and humidity in the vicinity of the device;
• maintenance or repairs by service providers other than those authorized by Miete24 or by the manufacturer;
• use of non original consumables from the respective manufacturer (in particular toner cartridges, ink cartridges, accessories, internal components and spare parts);
• the customer failed to notify us of and correct a mistake immediately and subsequent to it becoming necessary to do as deemend by Miete24.

In order to maintain the functionality of the device, a maintenance kit may be required for devices after a certain number of printed pages. Purchase and installation of such maintenance kits is not included in the service agreement.

1.6. Installation

In the case of a connection of the device to a computer which already exists or is still to be installed at the customer's location - the installation, reprogramming, application and updating of the software required for this is not included in the service agreement from Miete24. Also not included is the calibration service for color devices.

1.7. Liability

The liability of Miete24 is governed by statutory provisions, unless otherwise agreed in the following. Liability for the culpable injury to life, body or health shall not be affected by the following liability limitations. This also applies to legally mandatory, fault-free liability (e.g. Product Liability Act). In addition, the liability of Miete24 and its vicarious agents shall be excluded - irrespective of the legal grounds - unless intentional or grossly negligent acts or via a violation of essential obligations (cardinal obligations). If Miete24 is liable for a breach of a material contractual obligation without gross negligence or intent, then the liability is limited to the extent of damage caused by Miete24 on the basis of the circumstances known to it at that time. Liability for a loss of data is limited to the recovery effort, which would have occurred in the case of regular data backups, which were separately provided for in the event of danger. All further claims are excluded irrespective of their legal grounds. Excluded is, in particular, compensation for indirect damages, consequential damages and lost profits.

1.8. Miscellaneous

These terms and conditions apply exclusively. Deviating terms and conditions or other contractual conditions of the customer are not valid. The customer agrees that Miete24 saves the data which has become known in the sense of the Data Protection Act. Amendments and supplements to this contract require a written agreement. Compliance with the written form can only be waived in writing. There are no oral ancillary agreements or representations. Should individual provisions of this contract be or become invalid, the effectiveness of the contract shall remain unaffected. The invalid provision shall be amended or supplemented in such a way that the intended economic purpose is achieved. The place of performance for both parties is Berlin. If the customer is a merchant, legal entity under public law or public law special fund, Berlin is also the place of jurisdiction.

2. For all other rental contracts

2.1. Scope of application

The following conditions apply to rental products supplied and operated in the Federal Republic of Germany by Miete24 P4Y GmbH (hereinafter referred to as Miete24). Miete24's service commitment shall take effect alongside the customer's statutory warranty rights vis-à-vis Miete24 and shall not restrict these.

2.2. Service agreement

Miete24 guarantees, in accordance with the following conditions, a level of functionality that can be expected according to the state of the art of the respective type of equipment. The service promise is fulfilled, at Miete24's discretion, by free repair or free replacement of the device or components (wear parts and consumables are excluded from the service promise). The details are determined by the respective service levels (see 4. Service content).

2.3. Service times

Service is provided by the Miete24 Servicecenter during normal business hours which you can find in the imprint.

2.4. Service content

The further content of the service promise is determined by the agreed service level (SLA) as follows:

2.4.1. Send in to Miete24 Servicecenter (Standard service)

Please report all faults to our Miete24 Servicecenter by telephone on +49 3304 2472 750 or by e-mail to service@miete24.com.

As a rule, the Miete24 Servicecenter will first carry out a fault analysis with you by telephone. If necessary, please cooperate in the execution of self-test programs.

If the problem persists, you will receive a free shipping label by e-mail, which you can print out and use.

In addition to the shipping label, you will receive a return note, which you should fill out and send with the unit so that it can be properly assigned and processed as quickly as possible.

Please ensure that the packaging is secure. If the original packaging is no longer available in the required condition, please use suitable, sturdy packaging with sufficient filling material for transport. A padded envelope does not count as stable packaging.

Then take the package to an acceptance point of the transport service provider. The name of the transport service provider is on the return label.

The non-functional device will be repaired and returned by the Miete24 Servicecenter. As a rule, the return shipment is made within 10 days of receipt.

The use of the Miete24 Servicecenter hotline, the dispatch and the work of the trained specialist personnel, as well as the necessary spare parts are part of your rental contract and are free of charge.

2.4.2. On-site next business day

Please report all faults to our Miete24 Servicecenter by telephone on +49 3304 2472 750 or by e-mail to service@miete24.com.

When a service call is received by 12.00pm, on-site services usually takes place no later than the next working day, as long as the restoration of functionality is not possible by other means such as (self-testing, execution of diagnostics tools, installation of updates, etc.).

The use of the Miete24 Servicecenter hotline, the dispatch and the work of the trained specialist personnel, as well as the necessary spare parts are part of your rental contract and are free of charge.

The service will be carried out at the registered location of the device.

If a restoration of functionality on-site cannot be achieved by the end of the next working day (for example, as a result of delays in the delivery of spare parts, etc.), the customer will receive a plan on how to further service the devices(s).

2.4.3. On-Site Exchange

Please report all faults to our Miete24 Servicecenter by telephone on +49 3304 2472 750 or by e-mail to service@miete24.com.

The non-functioning device will be repaired by Miete24 Servicecenter or an authorized service partner at the registered location of the device by appointment and within 5 working days, or replaced by a functioning device, so long as the restoration of functionality by other means (e.g. self test, execution of diagnostics tools, installation of updates etc.) is not possible.

The use of the Miete24 Servicecenter hotline, the dispatch and the work of the trained specialist personnel, as well as the necessary spare parts are part of your rental contract and are free of charge.

2.4.4. Pick-up and Repair Service

Please report all faults to our Miete24 Servicecenter by telephone on +49 3304 2472 750 or by e-mail to service@miete24.com.

The non-functioning device is picked up, repaired and returned by Miete24 Servicecenter or an authorized service partner within 10 working days. As a rule, the defective device is picked up within two working days.

The use of the Miete24 Servicecenter hotline, the dispatch and the work of the trained specialist personnel, as well as the necessary spare parts are part of your rental contract and are free of charge.

2.4.5. On-site within five business days

Please report all issues to the Miete24 Service Center by phone at +49 3304 2472 750 or via email to service@miete24.com. If necessary for troubleshooting, the customer is expected to cooperate according to the manufacturer’s specifications.

An on-site service visit is usually carried out within five business days after the initial phone contact.

In case of safety-relevant defects, Miete24 will prioritize your request whenever possible.

If spare parts are required, the service team will inform you about delivery times and a new repair appointment.

If the device cannot be repaired, you will be informed about the next steps within two business days after the diagnosis.

A replacement device of equivalent value will be delivered within twelve business days after approval by Miete24. The defective unit will be collected upon delivery of the replacement.

The warranty is valid for the entire contract duration, but no longer than 60 months from the delivery date.

2.5. Service restrictions

The supply of maintenance kits, consumables, paper, staples, additional operating instructions, cables, lines or other plug connections is not included in the service agreement. There are also no claims if a fault in the device is causally related to the fact that ...

• modifications or changes have been made to the device which have not been approved in writing by Miete24 or the manufacturer;
• the unit has been improperly handled, damaged or overused;
• the instructions for use/device documentation enclosed with the device have been disregarded, in particular non-approved consumables have been used;
• operating conditions outside the temperature, air quality and humidity ranges specified in the technical data prevail in the vicinity of the unit;
• maintenance or repairs have been carried out by service providers other than Miete24 or those authorised by the manufacturer;
• non-original consumables of the respective manufacturer (in particular accessories, installations and spare parts) have been used;
• the customer has failed to report a fault, after it became apparent, to Miete24 without delay and have it rectified.

In order to maintain the functionality of the respective device, the installation of software updates may become necessary after a certain period of time. The purchase and installation of such software is not included in the service commitment.

2.6. Installation

Miete24's service agreement does not include the installation, reprogramming, application and updating of the necessary software if the device is connected to an existing or yet to be installed EDP system at the customer's premises.

2.7. Liability

Miete24's liability is governed by the statutory provisions unless otherwise agreed below. Liability for culpable injury to life, limb or health shall not be affected by the following limitations of liability. This also applies to legally mandatory, strict liability (e.g. product liability law). In addition, liability on the part of Miete24 and its vicarious agents - irrespective of the legal grounds - is excluded, insofar as no intentional or grossly negligent action is involved or a breach of essential obligations (cardinal obligations) is involved. If Miete24 is liable for the breach of an essential contractual obligation without gross negligence or intent, liability is limited to the extent of damage that Miete24 had to expect based on the circumstances known to it at the time. Liability for a loss of data is limited to the recovery expenditure that would have occurred in the case of regular and, in the case of hazardous situations, separately required data backups. All further claims are excluded, irrespective of their legal basis. In particular, compensation for indirect damage, consequential damage and loss of profit is excluded.

2.8. Miscellaneous

These contractual terms and conditions shall apply exclusively. Deviating terms and conditions or other contractual conditions of the customer shall not be valid. The client agrees that Miete24 may store the data disclosed in accordance with the Data Protection Act. Amendments and supplements to this contract must be agreed in writing. Compliance with the written form requirement may only be waived in writing. Verbal collateral agreements or assurances do not exist. Should individual provisions of this contract be or become invalid, this shall not affect the validity of the rest of the contract. The invalid provision shall be reinterpreted or supplemented in such a way that the intended economic purpose is achieved. The place of performance for both parties is Berlin. If the customer is a registered trader, a legal entity under public law or a special fund under public law, the place of jurisdiction shall also be Berlin.

Last updated: 25.06.2025