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Frequently asked questions about our vending machine service and solutions.

General FAQs

What’s the difference between 'in-cup' and ‘traditional' drinks vending?

‘Traditional' vending is when the drinks are prepared, mixed and made inside the machine. We’ve all experienced the horror of the milk powder running out or watery tea! ‘In-cup' is utterly different. Ingredients are pre-measured, portion-controlled and sealed in the cup, which means the taste and quality is always consistent. Plus, the machine just adds water so it’s simple to refill and much more hygienic.

How do I know which machine is best for my company’s needs?

We offer a large range of fabulous machines that can seem daunting here on the website, it’s true! But a quick phone call to us will soon have your choices narrowed right down to what you really need. Your important first step is to decide what kinds of drinks and/or snacks you want to provide, whether you want to provide different kinds of drinks in the boardroom and the showroom, for example, and how many drinks of each kind you’ll need to offer.

Do I need any modifications to my office to install a machine?

In a word, no. All our machines need is a normal 13 amp power point and a reasonably close water supply. (We even supply machines that don`t need to be plumbed-in.) We`ll do all the installation and connecting to the water supply (if required) once we have delivered the machine.

What do you mean by “pay only for drinks”?

Your agreement can be that simple: no machines to buy or rent. You simply decide which machine you want, choose the drinks you’d like to provide and how many - and just pay "per drink".

How many drinks do I need to provide?

We tend to work on three drinks per day per staff member. So if you have a team of thirty, each drinking three beverages a day, that’s ninety cups per day.

Machine Installation

Will Kafevend plumb in the machine for me?

Kafevend will connect your machine to the mains water provided they have access to a 15mm mains water supply pipe with a stop cock.

How close does the water supply need to be to a machine that is to be plumbed in?

The 15mm mains water pipe needs to be within 1.5 metres of the machine.

What is the ideal distance of a machine from a power source?

A standard mains 13A plug socket must be supplied within 1.5 metres of the machine. Ideally positioned to the side of the machine for ease of isolation. Extension leads should not be used to prevent unecessary accidents.

Machine Maintenance

Can I do basic maintenance myself?

There is some basic maintenance that you can do. This varies by machine but the Engineer will explain this to you when they install your machine. You should clean your machine regularly and empty the bin and drip tray if appropriate to the machine. Some other errors that occur on the odd occasion can also be cleared easily and our customer service team are happy to talk you through this on the phone to ensure your machine is up and running as quickly as possible.

Will you send someone out to clean and fill my machine?

Kafevend don’t run an operated service to fill and clean machines as the machines supplied are easy to manage. The engineer will take you through some simple processes to ensure the ongoing smooth-running of your machine on installation.

How much maintenance do I need to do?

Very little. All you will have to do is place a new set of ready-filled cups into your machine when it runs out. Our machines will hold from 275 - 1350 cups.

FLAVIA Machine Maintenance

Can I move the FLAVIA® system to another position once installed?

Yes but it is advisable to drain down the water tank first using the drain hose to the left of the sachet bin.

Can we repair certain errors ourselves?

Refer to the troubleshooting section of the user manual, this will give some ways of obtaining the best out of the FLAVIA® machine, with some 'soft faults' being advised upon there. A user manual can be downloaded from here. Alternatively our Customer Service team may be able to advise further on 0800 804 8474.

What is the best way to clean the FLAVIA® system?

The FLAVIA® machine's filter pack door can be remove by tugging firmly from the base of the door whilst holding the main machine with your free hand. Once the door is off it can be cleaned along with the driptray sections and the waste bin in hot water and antibacterial washing product. Once cleaned the door can be refitted, refer to your user manual for further instruction.

Is it safe to turn our machine off at night?

Yes. Because the system heats the temperature to 96 degrees Celsius contaminates are destroyed prior to water delivery.

Is an energy-saving mode available?

Yes, the FLAVIA® has an option of power saving by using the adjustable 'Standby Timeout' option. This will power off all higher energy devices until a button is pressed on the fascia.

Can my Paypod accept tokens?

The FLAVIA® Paypod will automatically be set to accept tokens, all of our trained technicians can turn this option off or on at time of installation.

Service and Supplies Ordering

What level of service will I receive from Kafevend?

Kafevend aims to deliver your new machine within 7 working days of order confirmation. We deliver your supplies within 3 working days of the order being placed. If you need to arrange for an engineer to visit your premises, they will be there within 9 business hours of your initial contact

Can I manage my account online?

Yes, you can manage your account online at www.kafevend.co.uk where you can place orders for drinks and request a service call.

Is service covered as part of my agreement?

This depends on the type of agreement you have with Kafevend. If we supplied your machine then service will be covered for the duration of your contract. Some agreements come with 5 years cover regardless of the duration of the agreement. If we did not supply your machine, service will be chargeable unless you have a service and supplies agreement with Kafevend. Please refer to your agreement to confirm or call the Customer Service Team on 0800 804 8474 who can advise.


Can you explain the range of drinks available and what will be the ideal menu?

Yes. You can call the Customer Service Team on 0800 804 8474 and they will be able to help you with your selection.

Can I use mineral water or water from a water cooler in the machine?

You shouldn't use water from a water softener or water that contains sodium. It is best to use normal tap water, if required a Brita water jug or inline water filter can purify the water for the extra quality of drink.

Can I obtain just hot water through the FLAVIA®?

Yes, via selecting the tea option then the 'Hot Water' option top right button. Press and hold down for the required level.

How much water will a FLAVIA® machine hold on Manual Fill set-up?

2.5 litres (approximately 20 drinks – dependant on the drink & brew size requested)