Customer Care · find the right route first

Help with the equipment you actually have.

Find a cleaning guide, check a common symptom or get help with your equipment. For service or repairs, have the model, site postcode and fault details ready.

Printable care & service guides

Find a guide for your equipment.

Open a printable PDF for general care and service guidance, or visit the compliance hub for records and resources. Follow the current manufacturer instructions for your exact model.
PDF guide Water cooler user cleaning External hygiene and routine care, with the model instructions taking priority. Open PDF guide PDF guide Water cooler professional servicing Professional sanitisation, filter support and technical checks. Open PDF guide PDF guide Coffee machine user cleaning Routine user care and checks between scheduled service visits. Open PDF guide PDF guide Coffee machine professional servicing Hygiene, maintenance and professional performance checks. Open PDF guide PDF guide Fresh-milk cleaning Model-specific milk-system care and a blank fridge-temperature record. Open PDF guide PDF guide Water boiler care & servicing User care and professional service boundaries for water boilers. Open PDF guide PDF guide Multi-function tap care & servicing Care and service boundaries for hot, chilled, still and sparkling systems. Open PDF guide Online hub Compliance support overview Hygiene, records, safety and audit-support boundaries. Open compliance hub PDF guide How Café Perfection helps Survey, installation, service, hygiene, records and ongoing support. Open PDF guide

Safe first checks

Useful things to check before a callout.

These are deliberately external, user-safe checks. Don’t remove panels, bypass safety devices or carry out internal electrical, refrigeration, pressure or water work.

The machine will not start
Check the normal user power switch, the visible power supply and whether the display shows a message. Photograph any error code. If power, water or safety is uncertain, stop and send the details to Café Perfection.
The drink quality has changed
Check the correct ingredient is loaded, the user-cleaning routine has been completed and the water supply is normal. For bean coffee, note the beans in use and when the change began rather than changing technical settings at random.
Water flow or temperature looks wrong
Check obvious external supply issues and any normal user indicators. Don’t open the unit or adjust internal plumbing. Send the model, location and symptom through the fault route.
A cleaning message is showing
Use the current user instructions for that exact model and the correct approved cleaning product. If you do not have the model guide, use the machine-support area or contact the team before improvising.

User care and engineer work should stay separate.

Normally a user task

External cleaning, drip trays, waste bins, normal ingredient filling and the documented user-cleaning programme for the exact machine.

Shop cleaning & care →

Normally a professional task

Internal sanitisation, electrical work, refrigeration, pressure systems, internal plumbing, component replacement, technical diagnosis and manufacturer service procedures.

Plan service / coverage →

Equipment support

Support for selected models

These quick links cover selected machines. For another model, search manuals and brochures or request the current guide using the make and model on its label.

Before cleaning, opening or moving equipment

Use the current manufacturer instructions for the exact model. Isolate equipment only as those instructions require. Do not remove covers, work on electrics, pressure systems, refrigeration, gas, internal water components or other engineer-only areas unless you are competent and authorised.

Service & support