Here you will find answers to the most common questions about Dhel’s coffee machine installation, maintenance, repair services and shop orders in Saudi Arabia. We recommend checking these FAQs first – if you cannot find what you need, you can still contact us anytime.
What types of coffee machines do you service?
We work on professional espresso machines and grinders used in cafés, restaurants, offices and serious home setups. This includes traditional 1–3 group machines, some high-end home machines and supporting grinders.
Which brands can Dhel handle?
Our certified technician has strong experience with brands such as Slayer, La Marzocco, Nuova Simonelli and many other popular commercial brands. If you are not sure about your machine, send us a photo when you book a service and we will confirm.
Do you offer on-site service or only in your workshop?
We offer both. For many issues we come to your location in Saudi Arabia. For complex repairs or refurbishments, we may recommend bringing the machine to our warehouse for a full diagnosis and testing.
Which areas in Saudi Arabia do you cover?
Dhel is based in Hail and serves customers across Saudi Arabia. Availability and response time can vary by city. For large projects or urgent breakdowns, please share your exact location when booking so we can plan the fastest option.
How fast can you come if my machine breaks down?
We usually respond within 24 hours to confirm the issue and offer the first available slot. For urgent breakdowns that stop your café from operating, we try to prioritize you and may offer same-day or next-day support where possible.
How do I book a service with Dhel?
The easiest way is to use our online booking form. You can also reach us through the details on the Contact page if you prefer.
What information do you need when I book?
Please share your contact details, business name, city, machine brand and model (if known), a short description of the problem, and clear photos or short videos of the issue. This helps us diagnose faster and bring the right parts.
How long until I receive a reply after booking?
We aim to review all new bookings within 24 hours on working days. You will then receive a confirmation message with proposed dates, expected visit type (on-site or workshop) and any questions we still have.
How are urgent or emergency cases handled?
If your machine suddenly stops and you cannot serve customers, mark your request as urgent in the booking form and mention your opening hours. We will do our best to prioritize you, offer the fastest slot and provide temporary workarounds where possible.
Can I reschedule or cancel a booking?
Yes, but please let us know as early as possible so we can adjust our schedule. In some cases, late cancellations may be subject to a fee according to our Terms & Conditions.
How are your service prices calculated?
Prices depend on the type of service (installation, maintenance, repair), your location, the machine type and the complexity of the problem. After you submit a booking request, we provide an estimate before doing any paid work.
Can you give an approximate cost before visiting?
We can often give a rough range based on your description, photos and videos. The final quote is confirmed after diagnosis, especially if we discover additional worn parts or safety issues that must be fixed.
Which payment methods do you accept?
We accept common Saudi payment options including STC Pay, Mada, Apple Pay, Google Pay, bank transfer and cash. For some projects or machine purchases, we may request a deposit in advance.
When is payment taken?
For on-site services, payment is usually taken immediately after the job is completed and approved. For parts orders, workshop repairs or machine sales, payment terms will be clearly agreed and confirmed in writing before we proceed.
Where can I read the full payment and quotation terms?
You can find more details in our Terms & Conditions and in the Privacy Policy regarding how we handle your payment information.
Do you deliver products across Saudi Arabia?
Yes. Orders from our online shop can usually be shipped to most cities in Saudi Arabia. Delivery options and costs are shown at checkout based on your address.
How long does delivery usually take?
Standard delivery within Saudi Arabia typically takes a few working days, depending on your city and the courier. You will receive an estimated delivery time and, where available, a tracking link once your order is shipped.
What is your returns and warranty policy for shop items?
Our policy depends on the product type (for example, beans, accessories, machines and spare parts may follow different rules). Please check the Returns & Shipping page for full details on eligibility, time limits and required condition of returned items.
Can I return a product if I ordered the wrong part?
In many cases we can help, as long as the part is unused, in original condition and within the allowed return period. Always contact us first so we can confirm the best solution and avoid machine downtime.
How do I get help choosing the right item from the shop?
If you are unsure which cleaning product, spare part or machine is suitable, contact us with your current machine details. We can recommend items from our shop that match your setup and usage.
What basic daily care should we do for our machine?
Flush group heads regularly, purge and wipe the steam wand after every use, clean the drip tray, and follow a daily and weekly cleaning routine with suitable products. For more tips, see our blog maintenance articles.
What should I do if the machine suddenly stops working?
First, stay calm and switch the machine off safely. Check the power supply, water supply and any visible error messages. If you smell burning, see smoke or hear unusual noises, do not restart the machine. Contact us immediately for guidance.
When is it an emergency that needs 24/7 help?
Situations like electrical burning smell, visible sparks, water leaking near power connections or complete failure during busy trading hours can be considered urgent. In these cases, switch the machine off and reach out via the Contact page or phone for the fastest response.
How often should we schedule professional maintenance?
For busy cafés, we recommend a professional check and deep maintenance at least every 3–6 months, depending on volume, water quality and brand. Regular visits reduce breakdowns and protect the taste of your coffee.
Do you offer staff training on machine care?
Yes. We can train your team on correct daily routines, basic troubleshooting and what to watch for before problems become serious. You can learn more on the Services page or contact us to organize a session.
If your question is not listed here, we are happy to help you directly. Share your details, machine information and a short description of your issue, and our technician will get back to you as soon as possible.
You can reach us through the Contact page, submit a detailed request on the Booking page, or review how we handle your information in our Privacy Policy.
