Refund & Returns Policy

1. Who this policy is for

This policy applies when a business buys EPOS hardware, software and a monthly service plan from SWITCH&SAVE Business Services Ltd (“we”, “us”). It explains when you can cancel, when you can return something and when we give a refund.

We sell to business customers only. When you order, you confirm that you are buying wholly or mainly for your trade, business or profession. Because of this, the consumer cancellation rights (the 14-day “cooling-off” period) do not apply to our orders.

This policy is part of our EPOS Agreement Terms. If anything here conflicts with those terms or with your order, the terms and your order apply. Nothing in this policy takes away any right that the law does not allow us to exclude.

2. Hardware orders

• When you pay for your order, it becomes a binding order. We may order, allocate and set up equipment specifically for you straight away.
• Delivery and installation dates are estimates unless your order says they are fixed. Our Delivery Policy explains how delivery works.
• The hardware becomes yours once we have received the full hardware price and delivered it. The risk passes to you on delivery.
• The card machine is not part of the hardware we sell. It belongs to the card provider (see section 8).

3. Cancelling before dispatch

You can ask to cancel an order before we dispatch it, but we only have to accept if we agree in writing. If we agree, we refund what you paid less our reasonable, evidenced costs that we cannot get back, such as:

• supplier costs for equipment ordered for you;
• configuration and set-up work already done;
• restocking charges; and
• delivery costs.

To ask, email hello@switch-and-save.uk with your order number as soon as possible. Once the order has been dispatched, it can't be cancelled.

4. After delivery or installation: no change-of-mind returns

Once the hardware has been delivered or installed, we do not accept returns or give refunds because you have changed your mind. This includes, for example, choosing a different system, finding a different price elsewhere, or your business plans changing.

Your monthly service plan also continues for its 12-month minimum term. Our Service Plan & Cancellation Policy explains the term, the early termination charge and how to give notice.

This does not affect your rights if the hardware arrives damaged (section 5) or develops a fault (section 6).

5. Damaged on arrival

Please check your delivery as soon as it arrives. If anything is damaged:

• tell us within 48 hours of delivery by email to hello@switch-and-save.uk or on WhatsApp;
• send photos of the damaged item, the box and the delivery label; and
• keep the item and all packaging until we tell you what to do.

If the item was damaged before or during delivery, we will repair or replace it at no cost to you. Please don't send anything back until we have agreed it with you.

6. Faults: 24-month return-to-base warranty

New hardware in our standard packages has a 24-month return-to-base warranty from the date of delivery, unless your order or the manufacturer gives a longer period.

What it covers

Defects in materials or workmanship that appear under normal business use.

What it doesn't cover

• consumables, such as till rolls;
• accidental damage, liquid damage, misuse or theft;
• power surges or an unsuitable environment;
• repairs or changes by anyone we haven't authorised;
• network or internet faults; and
• normal cosmetic wear.

How to make a claim

• Contact our support team first. Many problems can be fixed remotely.
• If the item needs to come back, we will give you a return authorisation. Please don't send anything without one.
• Pack the item securely and send it to the repair address we give you. You pay the cost of sending it to us.
• For a valid warranty claim, we pay to send the repaired or replacement item back to you.

We will repair the item or replace it with an equivalent new or refurbished item. We only lend a temporary replacement if we agree to in writing. If a fault isn't covered by the warranty, any repair is chargeable, and we will ask for your approval before doing chargeable work where we reasonably can.

The card machine is not covered by our warranty. Faults with it are handled by the card provider under its own agreement.

7. Complete Package: if our card payment provider doesn't approve you

With the Complete Package you pay at checkout, and the included card machine depends on our card payment provider approving your merchant application. If our card payment provider does not approve your application, you can choose one of these two options:

• Switch to the Upfront Package and pay the difference. For the standard package that is £496 + VAT (£924 + VAT less the £428 + VAT you have already paid). You can then use a card machine from another supported provider, subject to that provider's approval.
• Cancel for a full refund of everything you paid us for the order, including the first month of the service plan.

Please tell us in writing which option you want. If the hardware has already been delivered, the refund is made once it is back with us, complete and in the condition we sent it. We will tell you how to return it.

This is the only case in which we give a full refund. It does not apply to the Upfront Package, which does not depend on any card provider's approval.

8. Card machines and business finance

Card machines

Your card machine and card processing are supplied by the card provider (DNA Payments, Teya or Dojo) under a separate agreement between you and that provider. That agreement covers its fees, terminal returns, cancellation, refunds and complaints about payment services. We cannot refund the provider's fees or change its terms.

Ending your agreement with us does not automatically end your agreement with the card provider, and ending the card provider's agreement does not automatically end your agreement with us.

Business finance

Business finance (for example through YouLend) is provided by the lender under its own agreement with you. Once you accept the funding, it is a binding agreement with the lender. We do not give refunds on finance or control its terms. To cancel or change finance, contact the lender directly.

9. Software, set-up and the monthly service plan

• Software, set-up, configuration and training are non-refundable once the software has been activated or the work has been done.
• Monthly service plan fees are non-refundable, and we do not refund part months.
• The monthly service plan has a 12-month minimum term on both packages. See our Service Plan & Cancellation Policy.

10. How refunds are paid

• When a refund is due under this policy, we pay it within 10 to 15 working days of approving it, or of receiving any hardware that has to come back to us.
• We refund to the payment method you used, unless we agree another method with you.
• If you haven't received a refund we have confirmed, please check with your bank or card issuer first, then contact us.

11. Contact us

For cancellations, damage reports, warranty claims and refunds, contact us with your order number. Our support hours are Monday to Friday, 9:00am to 5:30pm, excluding public holidays in England.

• Email: hello@switch-and-save.uk
• Phone: 0333 0389707
• WhatsApp: +44 7432 391811