Refund Policy

1.Hardware returns and warranties

We do not accept change-of-mind hardware returns under new agreements. Faulty, misdescribed or unfit-for-purpose hardware will be assessed for the appropriate remedy, subject to applicable legal rights. These rights do not depend on cancelling software or reporting within a voluntary 30-day return period.

New hardware has a 12-month manufacturing-defect warranty and refurbished hardware a three-month manufacturing-defect warranty, from purchase. Damage caused by accidents, liquids, misuse, neglect, improper installation or unauthorised repairs is excluded from the warranty; faults caused by CROWN EPOS are not excused. Warranty periods do not replace or shorten applicable legal rights.

We cover engineer attendance for warranty-covered defects repairable onsite. If return for repair is necessary, the client may bear postage only where lawful and consistent with the agreed warranty arrangements. Contact us before sending hardware so we can arrange assessment. Existing agreed return promises remain honoured.

2.Subscriptions and ordinary cancellation

No voluntary 30-day software money-back period is offered under new agreements. Subscription fees cover access to the agreed package, not the amount of use. Choosing not to use working, available features does not automatically create a refund or credit entitlement.

Where the client no longer needs the service, there is no refund for service already supplied. Ordinary cancellation requires one calendar month’s written notice by email to [email protected] or through CROWN EPOS support portal, starting on receipt. The final charge is prorated if notice ends partway through a billing period; excess advance payment is reconciled. This does not affect remedies for service failures or existing agreed refund promises.

3.Service failures and discretionary credits

Report faults as soon as reasonably practicable after discovery through a support channel listed in the Terms. A discretionary credit may be considered for a CROWN EPOS-attributable fault preventing trading. It is based on the affected service’s share of the monthly fee and eligible outage duration, rather than automatically the whole package.

Eligible time normally starts when the report is received or CROWN EPOS already knew of the fault, whichever is earlier, and ends when the affected service is restored. This credit calculation is separate from support response-clock rules.

The discretionary scheme excludes faults caused solely by the client’s internet, power, misuse or unauthorised changes, and server outages genuinely beyond our reasonable control where our own failure did not cause or contribute to the outage. Support and investigation obligations still apply.

If a serious CROWN EPOS service fault remains unresolved after a reasonable opportunity to fix it, the client may cancel the affected service without the normal notice charge and receive a refund for prepaid, undelivered service. Discretionary credits and their exclusions do not limit applicable legal rights or remedies.

4.Deposits and commissioned work

Setup, installation, training and website work may be separately charged as agreed at sale. We normally take a non-refundable deposit before work begins unless otherwise agreed. Its amount and purpose are recorded in the sales agreement. The deposit provision does not remove refunds required by law or remedies where CROWN EPOS fails to deliver agreed work.

5.Duplicate charges and overpayments

Report a suspected incorrect charge to [email protected] or CROWN EPOS support portal. We investigate and refund verified duplicate charges or overpayments within five working days of verification; bank processing time is additional. Verification is not used to delay investigation unreasonably. Good-faith invoice disputes are reviewed before collection of the disputed amount or suspension on that ground; undisputed charges remain payable.

6.Restaurant customer card refunds

The restaurant decides customer refund requests. Its authorised administrators can initiate refunds through the CROWN EPOS admin system, processed by Ryft through CROWN EPOS’s main merchant account for the relevant sub-merchant. Individual CROWN EPOS approval is not required. Card refunds are not issued through the POS sales screen. The configured online-order timeout process may automatically cancel and refund unanswered paid orders.

Full or partial refunds may be made up to the remaining refundable amount. Only one refund may be in progress for a payment at a time. A full refund returns the full agreed transaction fee to the restaurant; a partial refund returns a proportional share. The restaurant’s balance bears the refunded amount less that returned fee. CROWN EPOS adds no refund administration fee.

For example, on a £100 payment with an agreed fee of 1.8% plus £0.20 (£2 total), a full refund returns the £2 fee and reduces the restaurant’s balance by £98. A £50 partial refund returns £1 of that fee and reduces its balance by £49. Provider rounding applies to fractional pennies. These examples do not assert how Ryft accounts for its own underlying costs.

Acceptance of a refund request is not confirmation of bank receipt. Refunds can remain pending or fail; their status must be checked before retrying to avoid duplication. Bank-arrival timing depends on Ryft, card networks and the customer’s bank and is not guaranteed by CROWN EPOS.

7.Payouts, statements and chargebacks

Ryft processes online customer payments and settles directly to the restaurant’s bank account under our main-account/sub-merchant arrangement. Agreed transaction fees are deducted before settlement; monthly rental is invoiced separately by email. Payout dates are estimates subject to clearing, availability, holds and bank processing. CROWN EPOS does not impose a guaranteed weekly payout or fixed additional five-day waiting period.

Transactions are viewable in the Ryft portal using calendar filters and through the POS terminal; monthly statements are viewable and downloadable through the POS. Weekly statements are not provided.

Chargebacks are distinct from voluntary refunds. We notify the restaurant by phone, WhatsApp or email and confirm evidence deadlines in writing by WhatsApp or email. The restaurant must provide evidence in time for submission to Ryft. Missing the provider deadline can mean automatic loss. Only Ryft’s applicable chargeback charges are passed on; CROWN EPOS adds no chargeback administration fee.

8.Complaints and contact

Formal complaints may be sent to [email protected] or CROWN EPOS support portal. We acknowledge within two working days and give a substantive response within five working days or explain the further investigation needed. Working days for complaints and refund administration are Monday–Friday excluding England and Wales bank holidays. The everyday technical-support response rules are set out separately in the Terms.

UKBD TECH LTD trading as CROWN EPOS (Company No. 13450076), Ashley House Business Centre, Suite 301, 235–239 High Road, Wood Green, London N22 8HF.

Email: [email protected]. Phone: +44 (0)7522 58 11 22.