Customer service, complaints and claims

1. Identification of Install Beer

Company: Install Beer S.L.
Trade name: Install Beer
Tax ID (NIF/CIF): B61005526
Intra‑Community VAT: ESB61005526
Registered office: Carrer de Joaquim Valls, 109, local, 08042 Barcelona, Spain
Commercial Registry: Volume 28682, Page 157, Sheet B-138552

2. Available customer service channels

Customers can contact Install Beer through the following channels:

Email

info@installbeer.com

It is the recommended channel for claims, warranties, technical issues or matters that require attaching photos, videos, documents or supporting evidence.

Phone

+34 93 346 46 56

This is an ordinary geographic number. The cost will depend on the tariff the user has contracted with their operator and does not include any special charge in favor of Install Beer.

WhatsApp

+34 696 054 472

It can be used for inquiries, order tracking, sending photos and initial communication of incidents.

For complex claims, Install Beer may move the conversation to email to facilitate documentation, traceability and resolution.

Web form

You can use the Install Beer contact form.

Postal mail

Install Beer S.L.
Customer service
Carrer de Joaquim Valls, 109, local
08042 Barcelona, Spain

In-person service

In-person assistance is provided at the Barcelona facilities, preferably by appointment, to ensure that the appropriate person or technician is available.

Unscheduled visits may be attended to depending on the team’s availability at that time.

3. Customer service hours

Regular hours: business days, Monday to Friday, from 9:00 a.m. to 3:00 p.m.

No regular assistance is provided on Saturdays, Sundays or public holidays applicable in Barcelona.

Emails, forms and messages sent outside customer service hours will be deemed electronically received at the time they are sent, but will begin to be processed during the next working period.

Opening hours may be temporarily modified during holidays, stocktakes, special public holidays or organizational circumstances. Any relevant change will be communicated via the store or the usual channels.

4. Queries, incidents, complaints and claims

Inquiry

Request for information about a product, order, quote, compatibility, service, invoice, delivery or contractual condition.

Incident

Communication of an operational or technical problem that requires action, such as a delay, incorrect product, breakdown, missing components or difficulty with an installation.

Complaint

Expression of dissatisfaction with the service received, the operation of a channel or any aspect of the experience, even if no specific compensation is requested.

Claim

A formal request by which the customer asks for a solution, performance, repair, replacement, return, refund, compensation or correction related to a contract, product or service.

The wording used by the customer will not limit how the request is handled. Install Beer will analyze the content and the requested solution, even if the message is titled as a query, incident, or complaint.

5. How to file a complaint

The claim may be submitted through any of the channels indicated on this page.

To leave an especially clear record, it is recommended to use:

• Email.
• Web form.
• Registered letter.
• Official complaint form.

The email subject line may include:

Claim – order or invoice number

You can also use this direct link:

Lodge a complaint by email

You are not required to use a specific template or legal terms. It is enough to clearly communicate the problem and the solution requested.

6. Information it is advisable to provide

To identify and resolve the request, it is recommended to include:

• First and last name or company name.
• Contact email and telephone number.
• Order, quotation, delivery note or invoice number.
• Product reference, SKU or serial number.
• Date of purchase, delivery or provision of the service.
• Clear description of the problem.
• Date the incident was detected.
• Requested solution.
• Relevant photographs, videos or documents.
• Address where the equipment is located, where applicable.

In a technical incident it may also be useful to indicate:

• Pressure, temperature or voltage used.
• Type of gas, beverage or product connected.
• Layout or photographs of the installation.
• Error messages.
• Tests already carried out.
• Person or company that carried out the installation.

The absence of any of this data will not prevent the complaint from being submitted. Install Beer will only request the additional information necessary to resolve it.

7. Proof and tracking reference

When an inquiry requires follow-up actions or an incident, complaint, or claim is submitted, Install Beer will provide written or electronic confirmation of receipt.

The proof may consist of:

• The email sent and its reply.
• A confirmation generated by the form.
• A reference or case number.
• A stamped copy of the official form.
• A confirmation sent after a call or conversation.

The reference will make it possible to identify the case in subsequent communications.

When the complaint is submitted by phone or WhatsApp, the customer may request that Install Beer send confirmation by email or another available durable medium.

8. Processing the request

The usual procedure includes:

1. Receipt. Logging of the communication and main data.
2. Classification. Identification of the order, product, service and nature of the request.
3. Review. Checking orders, invoices, communications, photographs, delivery notes or technical data.
4. Request for additional information. When it is essential to continue processing the request.
5. Internal or external consultation. Information may be required from the warehouse, carrier, manufacturer, supplier, or technical service.
6. Proposal or resolution. Communication of the solution, instructions, or reasoned decision.
7. Execution. Collection, replacement, repair, refund or other agreed action.
8. Closure. Confirmation that the action has been completed.

Install Beer will not use the complaints channel to send commercial communications that are not directly related to the requested solution.

9. Response time

Install Beer will respond to consumer complaints as soon as possible and, in any event, within the maximum legal period of fifteen days from their submission.

When essential information is missing, Install Beer will request it and explain which data or documents are required.

The response may:

• Fully resolve the complaint.
• Accept the proposed solution.
• Propose an alternative solution.
• Request a return or technical inspection.
• Communicate a reasoned decision when it is not possible to accept all or part of what has been requested.

When the actual implementation of the solution requires more time, for example to transport, inspect, repair or replace equipment, the response will indicate the planned actions and an estimated timeframe, where this can be determined.

Queries and claims from companies and professionals will be answered within a reasonable time according to their complexity, without prejudice to the legal period applicable in each case.

10. Content of the decision

The response will aim to:

• Identify the complaint.
• Respond to the questions raised.
• Explain the checks carried out.
• Indicate whether the request is accepted in full or in part.
• Provide grounds for a possible refusal.
• Inform you of the solution offered.
• Explain the next steps and time frames.

• Indicate the external alternatives available when a satisfactory solution is not reached.

A generic response that does not address the specific problem reported will not be considered sufficient.

Whenever a refund is necessary, the response will indicate the amount, method, and conditions of the reimbursement.

11. Urgent and security incidents

If a piece of equipment presents an immediate risk, the customer must stop using it when they can do so safely.

Urgent situations include:

• CO₂, nitrogen or other gas leaks.
• Gas detection alarms.
• Electrical risk, sparks, smoke or burning smell.
• Overpressure or component breakage.
• Significant leaks of water or product.
• Risk of contamination.
• Damage that may affect people or property.

In an emergency, the relevant public emergency services must be contacted immediately. Install Beer’s ordinary channel is not a substitute for emergency services.

Hazardous equipment must not be opened, disassembled, depressurized, or handled without the appropriate knowledge and resources.

12. Orders, deliveries and transport

To report a delay, loss, damage, incorrect product or incomplete order, please indicate the order number and attach photographs where applicable.

For visible transport damage it is recommended to:

• Note the issue on the delivery receipt.
• Photograph the packaging before opening it.
• Photograph the carrier’s label.
• Keep the packaging and protective materials.
• Contact Install Beer as soon as possible.

The absence of an immediate note may make it harder to claim against the carrier, but does not automatically remove the consumer’s legal rights against Install Beer.

Additional information can be found in the Shipping conditions, rates and delivery times.

13. Withdrawals and returns

Requests for withdrawal and returns can be sent to info@installbeer.com, indicating the order number and the products concerned.

A withdrawal does not require justification of the reason when the consumer is within the legal period and no exception applies.

A return for a defective, incorrect or damaged product should not be processed as a simple change of mind.

The full procedure can be consulted at: Withdrawal, returns and refunds .

14. Warranties and after-sales service

To report a possible lack of conformity, malfunction or defect, please provide the order or invoice number, product reference, serial number and a description of the issue.

Install Beer may request reasonable technical checks, photographs, videos or shipment of the equipment for diagnosis.

When the issue is covered, the corresponding repair, replacement or solution will be free of charge for the consumer under the legal terms.

You can find full information at: Legal Warranty and After-Sales Service .

15. Payments, invoicing and VAT

For claims related to a charge, invoice, refund, tax or VAT number, please indicate:

• Order and invoice number.
• Registered company name.
• NIF, CIF or VAT number.
• Amount and date of payment.
• Description of the error detected.

Full card numbers, security codes, passwords, or banking credentials must not be sent by email or WhatsApp.

For intra‑Community transactions, you can consult: Intra‑Community purchases, VAT and VIES validation .

16. Installations, repairs, and rentals

Claims related to technical work must identify:

• Quote or work order.
• Date and place of the intervention.
• Equipment or installation affected.
• Work that is considered incorrect or incomplete.
• Issue observed.
• Available photos or videos.

Install Beer will assess whether the issue relates to:

• To the supplied product.
• To the installation carried out.
• To a pre-existing installation.
• To use or maintenance.
• Any subsequent action by third parties.

For rentals and events, the dates, location, equipment delivered, and person responsible for receipt must also be indicated.

17. Businesses and professionals

Companies, distributors, installers, hotels, restaurants, catering services and other business customers can use the same support channels.

In B2B transactions, the following will be taken into account:

• The accepted quote or contract.
• The specific supply conditions.
• The manufacturer’s warranty.
• The expressly agreed Incoterms.
• The applicable civil and commercial legislation.

Specific rights reserved by law for consumers do not automatically apply to transactions carried out mainly within a business or professional activity.

This does not limit the professional customer’s rights in the event of a breach, defect, incorrect delivery or contractual warranty.

18. Accessibility, languages and human assistance

Communications may be submitted in Spanish or Catalan. Install Beer may also provide support in other languages when it has the means to do so.

When a person has hearing, communication, digital accessibility or any other relevant difficulties, they may request a reasonable alternative channel, such as email or written messaging.

People who use automated systems may request the intervention of a member of the Install Beer team.

The support channel will not be used as the sole substitute for human assistance when the request requires review, a decision or personal advice.

19. Automated assistance and artificial intelligence

Install Beer may use Konvo AI and other tools to receive, classify, and initially respond to certain queries via the website, email, WhatsApp, Instagram, or Messenger.

The automated system may:

• Identify the reason for the inquiry.
• Request basic order data.
• Provide general information.
• Consult certain authorized Shopify data.
• Prepare a proposed response.
• Transfer the conversation to the appropriate team.

The user may request human assistance by explicitly writing phrases such as “I want to speak to a person” or “human review”.

Final decisions that involve rejecting a claim, determining liability, or resolving a significant dispute will not be made solely by an automated response without the possibility of human review.

20. Official complaint forms

Install Beer has official complaint, claim and report forms available to consumers at its premises in Barcelona.

The customer may request the form during in‑person service hours.

Once completed:

1. A copy is given to Install Beer.
2. The consumer keeps their copy as proof of purchase.
3. If you do not receive a satisfactory response, you may refer it to the competent consumer authority.

Official information and forms for Catalonia can be found at:

Official complaint forms of the Catalan Consumer Agency

21. External dispute resolution

Before turning to a consumer body, the consumer must first submit their complaint directly to Install Beer and keep proof of submission.

If you do not receive a response within the applicable period or you are not satisfied with the solution, you may turn to:

• The municipal consumer information office corresponding to your place of residence.
• The Catalan Consumer Agency, where applicable.
• The competent consumer authority of your autonomous community.
• An accredited alternative dispute resolution entity.
• The competent courts and tribunals.

Information for filing a consumer complaint in Catalonia:

Complaints before the Catalan Consumer Agency

Install Beer’s participation in a mediation or arbitration procedure may depend on its prior adherence, acceptance of the specific procedure or a legal obligation.

When Install Beer fully or partially rejects a consumer claim, it will provide information about the external bodies or mechanisms the consumer can turn to.

22. Data protection

To handle an inquiry or complaint, Install Beer may process:

• Identification and contact details.
• Orders, invoices and payments.
• Communications and documents provided.
• Photographs, videos and technical data.
• Shipping and delivery information.
• Incident history and solution applied.

This data will be used to manage the contractual relationship, comply with legal obligations, resolve the request and establish, exercise or defend claims.

Additional information is available in the Privacy and data protection policy.

23. Proper use of the channels

Customer service channels must not be used for:

• Send unlawful or malicious content.
• Threaten, harass or insult staff.
• Impersonate another person or company.
• Providing falsified documentation.
• Carry out unauthorized bulk or automated mailings.
• Upload harmful programs, links or files.

Install Beer may restrict a specific channel when it is used abusively, provided that it maintains a reasonable means of handling a legitimate complaint.

Criticism, disagreements or complaints made in good faith will not be considered abusive use.

24. Frequently asked questions

What is the best channel for filing a complaint?

Email is the recommended channel because it allows documents to be attached and a complete record to be kept. You can also use the form, WhatsApp, telephone, postal mail or the official form.

How long does Install Beer take to respond?

Consumer complaints will be answered as soon as possible and within the maximum legal period of fifteen days.

Will I receive a claim number?

You will receive a confirmation or reference that makes it possible to identify the request when it requires further action.

Can I make a complaint by phone?

Yes. You can request that a written confirmation of the complaint and its reference be sent to you.

Can I send photos via WhatsApp?

Yes. They are especially useful for identifying equipment, connections, transport damage, or technical issues.

Can I ask to be assisted by a person?

Yes. Although a query may begin through an automated assistant, you can request human intervention.

Do I need to keep the packaging of a damaged product?

Yes, while the transport incident is being investigated. You must keep the product, packaging, protective materials, and label until you receive instructions.

Does filing a complaint have a cost?

No. Install Beer does not charge for receiving or handling a complaint. The cost of the phone call will only be that of a standard geographic call according to the user’s tariff.

Can I file a claim as a business?

Yes. Businesses and professionals can use the same channels, although some specific consumer rights may not apply.

What can I do if I am not satisfied with the response?

You may contact the competent public consumer body, request alternative dispute resolution where available, or pursue any legal actions that may apply.

25. Contact details

Install Beer S.L.
Carrer de Joaquim Valls, 109, local
08042 Barcelona, Spain

Phone: +34 93 346 46 56
WhatsApp: +34 696 054 472
Email: info@installbeer.com
Form: Contact Install Beer

Opening hours: business days, Monday to Friday, from 9:00 a.m. to 3:00 p.m.

To speed up processing, please indicate the order, invoice, quote or work order number and clearly describe the requested solution.