Fair Play Policy

Solo Labels Plan — Sunmi V2 / V2s Device

Version 1.0 — Effective date: 26 July 2026 — CompliChef is operated by Nicholas Richards

This Fair Play Policy ("Policy") forms part of, and must be read alongside, the Solo Labels Terms & Conditions and the CompliChef Terms of Service. It sets out the conditions under which CompliChef will exercise discretion in relation to device damage, and the standards against which returned devices will be assessed. Where this Policy conflicts with any other document, this Policy shall take precedence in matters relating to device condition and damage assessment.

References to "CompliChef", "we", "us" and "our" mean Nicholas Richards, trading as CompliChef. References to "you" and "your" mean the account holder named on the Solo Labels Plan. References to the "Device" mean the Sunmi V2 or Sunmi V2s label printer supplied to you under your rental agreement.

1. Purpose and Scope

The Fair Play Policy exists to define, in precise and binding terms, what constitutes acceptable use, acceptable wear, and acceptable damage of the Device during the rental period. It governs:

  • The categories of damage that CompliChef will absorb at no cost to you ("Covered Damage")
  • The categories of damage for which you remain fully liable ("Excluded Damage")
  • The assessment process applied to every returned Device
  • The criteria that determine whether a bond refund is issued, reduced, or withheld

This Policy applies to every Device supplied under the Solo Labels Plan, regardless of whether the Device was new or professionally refurbished at the time of dispatch.

2. Acceptable Use and Expected Conditions

The Device is a commercial-grade label printer designed for use in professional food business environments. CompliChef acknowledges that kitchen environments present elevated risk of minor surface wear, food contact, and general handling marks. The following conditions are accepted as a natural consequence of legitimate use and will not be treated as damage:

  • Minor surface scuffs, light scratches, and superficial marks to the casing that do not affect device function
  • Food debris, grease residue, or label adhesive that can be removed through standard cleaning
  • Light dust or particulate accumulation consistent with kitchen environments
  • Normal fading or minor discolouration of non-screen surfaces from heat or light exposure
  • Worn or faded external labels where this does not affect operation

A Device returned in the above condition, having been cleaned to a reasonable standard, shall be treated as returned in good working order for the purposes of bond assessment.

3. Covered Damage — What CompliChef Will Absorb

Subject to the exclusions in Section 4, CompliChef will absorb the cost of the following at no charge to you, and such damage shall not affect your bond refund entitlement:

  • Accidental drops resulting in a cracked or damaged casing, provided the internal components remain fully functional and the device powers on, connects, and prints correctly
  • Minor screen damage — including hairline scratches or light marks on the display — where the screen remains fully readable and touch-responsive
  • Damaged charging port caused by a single accidental impact, where the damage is consistent with a drop or knock rather than repeated misuse
  • Paper feed mechanism wear consistent with the volume of label printing expected under a 1,500 labels per month plan

Covered Damage must be reported to CompliChef by email at support@complichef.co.uk or via WhatsApp at 07514 544477 as soon as reasonably practicable after the incident occurs. Failure to report damage prior to returning the Device does not automatically void coverage, but may be taken into account during assessment where the damage pattern is inconsistent with a single incident.

4. Excluded Damage — What You Remain Liable For

The following categories of damage are explicitly excluded from the Fair Play Policy. Where a returned Device presents any of the following, CompliChef reserves the right to reduce or withhold the bond refund in full, and may seek to recover additional costs where the bond does not cover the loss:

4.1 Liquid Damage

Any damage caused by liquid ingress is excluded without exception. This includes:

  • Full liquid spills — including water, oil, cleaning products, or food liquids — that render the Device non-functional
  • Steam damage resulting in internal corrosion, short circuit, or screen failure
  • Condensation damage arising from storage in inappropriate environments (e.g. cold rooms, dishwasher proximity)

A Device that does not power on, fails to connect to Wi-Fi, or fails to print upon return will be assessed for liquid damage indicators. Evidence of liquid ingress — including corrosion on internal contacts, moisture indicators, or residue on internal components — shall constitute grounds for full bond retention. A Device rendered non-functional by liquid damage cannot be recovered and will be written off. You accept full liability for the replacement cost of the Device in this event, which may exceed the bond amount.

4.2 Screen Damage

Cracked, shattered, or non-responsive screens are excluded from coverage. A screen that is visually impaired to the point of preventing normal operation, or that fails to register touch input correctly, shall be treated as Excluded Damage regardless of the cause stated.

4.3 Intentional or Reckless Damage

Any damage that, in CompliChef's reasonable assessment, is inconsistent with accidental occurrence and suggests intentional or reckless treatment is excluded. This includes but is not limited to: deep gouges or cuts to the casing, bent or snapped structural components, and damage to multiple independent parts simultaneously in a pattern inconsistent with a single incident.

4.4 Unauthorised Modification

Any attempt to root, unlock, or modify the Device's operating system, or to open the casing for any purpose, voids all coverage under this Policy. Evidence of tampering — including broken security seals, stripped screws, or modified software — shall result in full bond retention and may result in additional charges.

4.5 Theft

Loss of the Device by theft is excluded from coverage unless you can provide:

  • A valid crime reference number issued by UK Police (101 report or formal crime report)
  • Evidence that the Device was stored securely and was not left unattended in an accessible public area

Where both of the above conditions are met, CompliChef will exercise discretion in determining the bond outcome. Where a crime reference number cannot be provided, the full bond shall be retained and you remain liable for the Device replacement cost.

4.6 Non-Return

Failure to return the Device within 14 days of cancellation (for rentals under 12 months) constitutes Excluded Damage for the purposes of bond assessment. The full bond shall be retained. CompliChef reserves the right to pursue recovery of the Device or its replacement value through civil means.

4.7 Accessory Loss

The Device must be returned with its original charging cable. Loss or failure to return the charging cable may result in a deduction of up to £15 from the bond refund to cover replacement.

5. Device Assessment Process

Every returned Device is assessed personally by Nicholas Richards, Director of CompliChef, within 7 working days of receipt. The assessment process consists of the following stages:

5.1 Physical Inspection

The external condition of the Device is examined and recorded, including:

  • Casing integrity — cracks, breaks, missing components
  • Screen condition — scratches, cracks, discolouration, responsiveness
  • Port integrity — charging port, paper feed slot, button function
  • Overall cleanliness — presence of food debris, liquid residue, or biological matter
  • Presence or absence of the charging cable
5.2 Functional Testing

The Device is powered on and subjected to the following functional tests:

  • Power test — Device powers on from both battery and mains, holds charge
  • Connectivity test — Device connects to Wi-Fi and is discoverable on the network
  • Print test — A test label is printed across each supported label size (50×40mm, 50×50mm, 50×80mm) to confirm print head alignment, clarity, and paper feed function
  • Touch test — Touchscreen responsiveness is tested across all screen zones
  • Software integrity test — CompliChef confirms that the installed software is unmodified and the device has not been rooted or factory-reset outside of CompliChef's own processes

A Device that passes all functional tests is considered to be in good working order regardless of minor cosmetic condition, subject to the thresholds in Section 2. A Device that fails any functional test is assessed against Sections 3 and 4 to determine whether the failure constitutes Covered or Excluded Damage.

5.3 Liquid Damage Indicators

Where a Device fails functional testing and liquid damage is suspected, an internal inspection will be carried out. CompliChef will document any findings including photographs of internal components where relevant. These findings form the basis of the damage determination and will be shared with you upon request.

5.4 Assessment Outcome and Notification

Following assessment, CompliChef will notify you by email within 7 working days of receipt of the Device, setting out:

  • The outcome of the physical and functional assessment
  • Whether any damage has been classified as Covered or Excluded
  • The bond refund amount, if any, and the basis for any deduction
  • The expected refund processing date (within 7 business days of notification)

6. Bond Outcome Summary

Scenario Bond outcome
Returned under 6 months — passes all tests — good condition Full £200 refunded within 7 business days
Returned 6–11 months — passes all tests — good condition £100 refunded, £100 retained for wear
Covered Damage only — Device functional Bond unaffected — damage absorbed by CompliChef
Excluded Damage — Device repairable Partial or full bond retention at CompliChef's discretion
Excluded Damage — Device non-functional / written off Full bond retained — additional replacement charge may apply
Not returned within 14 days of cancellation Full bond retained — civil recovery may be pursued
12+ months continuous rental Bond converts to device purchase — no return required

7. Disputes and Right of Challenge

If you disagree with the outcome of a device assessment, you have the right to challenge it in writing within 14 days of receiving the assessment notification. Your challenge must be sent to support@complichef.co.uk and must include:

  • A clear statement of the outcome you are disputing and the grounds for your challenge
  • Any supporting evidence, including photographs taken prior to or at the time of return
  • Any incident report, crime reference number, or third-party documentation relevant to the dispute

CompliChef will respond to all challenges within 7 working days. CompliChef's determination following a formal challenge is final. Where a dispute cannot be resolved directly, you may seek independent resolution through the UK's consumer dispute resolution processes, including the Citizens Advice consumer helpline or, where applicable, the courts of England and Wales.

8. Limitation of Liability

Nothing in this Policy limits CompliChef's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

Subject to the above, CompliChef's total liability to you under this Policy shall not exceed the value of the device bond paid by you at the time of enrolment. CompliChef shall not be liable for any indirect, consequential, or economic loss arising from device failure, unavailability, or damage during the rental period.

This Policy and all matters arising from it are governed by the law of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

9. Policy Updates

CompliChef reserves the right to update this Policy at any time. Where a material change is made, we will notify active Solo Labels customers by email at least 14 days before the change takes effect. Continued use of the Solo Labels Plan after the effective date constitutes acceptance of the revised Policy. The version date at the top of this page indicates when this version was last updated.

Contact

For all Fair Play enquiries, damage reports, or dispute submissions:

  • Email: support@complichef.co.uk
  • WhatsApp: 07514 544477
  • Hours: Monday–Friday, responses within 2 working hours during business hours

CompliChef is a trading name of Nicholas Richards. Registered in England and Wales. This policy is governed by the laws of England and Wales.