Professional servicing
Routine servicing and maintenance for eligible equipment.
SERVICE & SUPPORT
Support that keeps your clinic moving.
A SOAP for your equipment. Your patients have a medical record. Your equipment should have one too. Keep servicing, findings, approvals and documents connected to the unit your clinic uses.
RELIABLE EQUIPMENT. RELIABLE SUPPORT.
Keep your equipment reliable and your clinic running.
Repairs & support
Findings, clear quotes and approval before added work.
Loaner equipment
Confirmed arrangements to help minimise downtime.
Connected records
Equipment details and service information together.
THE CARE BEHIND THE CARE
Support around the equipment you own.
For equipment purchased from House Hippo, a clear starting point makes it easier to plan the next step.
Professional servicing
Routine maintenance and applicable calibration, quoted for the equipment and its needs.
Repairs & support
Inspection, documented findings and your approval before additional repair work.
Eligible loaner equipment
Pre-booked loaner arrangements designed to help reduce clinic downtime.
Connected records
Manuals, warranty information and service history linked to the equipment record.
OUR SERVICE PROCESS
A SOAP for your equipment.
My Equipment → choose the unit → Request Service. Your clinic, equipment and service history stay connected.
S — Subjective
Tell us what’s happening.
Tell us what you’ve noticed—an error, a change in performance, something that doesn’t feel right, or simply that the equipment is due for routine service.
O — Objective
Keep your clinic running while we take a look.
For eligible equipment with a confirmed loaner arrangement, we arrange the loaner first. Once it is on the way, send your unit as instructed. We inspect it, test it and try to reproduce the concern.
A — Assessment
Understand what’s going on.
We review the findings, identify the problem or servicing needs, and determine what repair, maintenance or calibration is required.
P — Plan
We fix it and get it back to you.
We explain our findings, recommendations and any costs that need approval. Once approved, we repair, service and calibrate where applicable, complete final checks and return your unit. Return the loaner once your equipment is back in service.
BEFORE YOU SEND EQUIPMENT
A clear plan, before the exchange.
Tell us about the unit first. We confirm eligibility, the booking, shipping and any loaner arrangement before equipment moves.
Plan the booking
Pre-book routine servicing if you need a loaner. Optional annual reminders help with planning; they do not reserve equipment or authorise work.
Review the costs
Routine servicing is separate from warranty. Initial servicing is paid upfront; additional repairs require a quote and approval, with the initial payment applied where agreed.
Coordinate the shipping
The buyer pays applicable equipment and loaner shipping. A scheduled service exchange with a loaner includes four shipping legs, confirmed on your quote.
Onsite installation and calibration are planned for a later phase. Current service arrangements are confirmed for the individual equipment and booking.
Routine servicing & maintenance
Pre-book the work and any eligible loaner. Servicing is quoted separately, with initial payment upfront and additional repairs subject to approval.
Eligible loaner equipment
Confirm the arrangement before sending your unit. Equipment and loaner shipping are chargeable; plan the exchange and return together.
COMMON QUESTIONS
Know where to start.
Where do I request service?
Open My Equipment in your Clinic Portal, choose the unit and use Request Service. If the unit is missing or you cannot access your account, call 250-954-9610 or email orders@househippo.co so we can help connect the record.
Is a loaner included?
Eligibility depends on the equipment and its plan. During an active extended plan, an eligible loaner has no separate rental fee for covered warranty repairs, approved non-covered repairs or pre-booked servicing. The repair or service and applicable shipping may still be chargeable.
What happens after warranty expires?
Ask us about paid servicing, repairs and a loaner at the quoted rental rate. The arrangement is confirmed before work or shipping begins.
How soon will I hear back?
We aim to respond within one business day and plan repair-loaner dispatch within three business days after notification and confirmation of the arrangement. Scheduled servicing follows the confirmed booking. These are targets, and availability and shipping affect timing.
Start with your equipment record.
Tell us what is happening with the unit your team uses. We will help organise the next step.