General Terms and Conditions

Terms & Conditions – EPOS COMPANY (GB) LTD

(Not applicable to Re-Sellers)

1. Definitions

• “Company” refers to EPOS COMPANY (GB) LTD, located at 1154 High Road, Whetstone, London, N20 0RA (Company Registration No. 936875).
• “Customer” refers to any individual or business purchasing or hiring goods and/or services from the Company.
• “Product” refers to any goods sold by the Company to the Customer under this agreement.
• “Service” refers to any services provided by or on behalf of the Company to the Customer.

2. Introduction

Our website (www.eposcompany.co.uk) provides detailed information about our products and services. Upon request, we can arrange a demonstration to help you choose the best solution for your business.

Customers are fully responsible for ensuring that the products and services they select meet their business needs. Any specific features or requirements must be confirmed in writing by the Company before purchase.

All quoted prices are subject to VAT. A contract is considered active upon full or partial payment by the Customer.

By purchasing or hiring a product or service from the Company, the Customer agrees to these Terms & Conditions, which form the basis of the contract. It is the Customer’s responsibility to read and understand these terms.

3. Refund Policy & General Terms

3.1 Refunds

Due to the extensive planning, programming, configuration, and training involved, we do not offer refunds for EPOS systems, software, or related services. This includes all software licences.

3.2 Hardware Warranty

Hardware products come with a manufacturer’s warranty ranging from 12 to 36 months.

3.3 Customer Satisfaction

We are committed to ensuring customer satisfaction. If a complaint arises, our support team will work promptly to resolve the issue. In cases where no resolution can be reached, we will inform the Customer in writing about any potential refund options.

3.4 Restocking Fees

For eligible hardware returns, a restocking fee of 35–50% may apply.

4. Software Licence Usage

• All licences provided by the Company are non-transferable and can only be used by the Customer.
• Licences cannot be rented or resold.
• These terms supersede all previous versions published by the Company and are subject to change without notice. Any updates will be posted on our website (www.eposcompany.co.uk).

5. Networking Responsibilities

• Customers must provide and maintain a broadband connection at the installation site to ensure remote support availability.
• Changing internet providers or routers can cause connectivity issues. To avoid disruptions, the Customer should ensure the new router retains the same local IP address as the previous one.
• Any additional work required due to router replacements or other network changes beyond our control will be chargeable. This includes PC replacements for back-office software, with charges based on the time required for resolution.

6. Support Contract Terms

• Support is available Monday to Saturday, 10 AM – 6 PM (excluding Bank Holidays) via telephone and online. Non-urgent matters can also be addressed via email.
• Support contracts include annual software licence renewals at no extra cost.
• Customers on an active support contract do not need to take any action—software licences will be automatically renewed and updated if required.
• The minimum contract term is 12 months, with a one-month cancellation notice required. If notice is not given, a cancellation fee may apply as per the specific contract.
• Support is automatically included for all hired products and services.

7. Failed Payments

• Customers making monthly payments by direct debit must notify us at least 10 working days in advance of any changes that would result in failed payments (e.g. bank account changes).
• Fee of £10 will be charged for each failed direct debit payment unless proper notice has been given.

8. Non-Support Contract Customers

• Customers without a support contract must pay an annual renewal fee per licence.
• Free support is provided for 3 months after purchasing a full system. Software-only purchases do not qualify for a free support period.
• After the free support period, all support requests are chargeable, with a minimum fee per request.
• Priority is always given to customers with an active support contract.

9. Programming & Setup Charges

• Customers must provide a complete and finalised Word or PDF menu (including all supplements and additions) before system programming.
• Any additional modifications or updates after programming will be chargeable.
• Training is provided at installation (onsite, at our showroom, or online). Further support is available as per the agreement (during the free support period or through a support contract).
• Additional training for new staff is chargeable.

10. Rental & Part-Finance Agreements

• The hire period and monthly direct debit payments will be agreed upon at the time of purchase.
• The agreed terms will be clearly stated on the invoice, forming the basis of the hire contract agreement.