Service Plan & Cancellation Policy

Last updated 4 November 2026. This policy explains how the monthly service plan works on our EPOS packages: the 12-month minimum term, what happens if you want to end it early, how to give notice afterwards, and what happens if a payment is missed. It is for business customers only.

It is part of our EPOS Agreement Terms; if anything here conflicts with those terms or your order, the terms and your order apply. For hardware returns, faults and refunds, see our Refund & Returns Policy.

The short version

• Both packages have a 12-month minimum term. You can’t cancel for convenience during it.
• If you end the agreement early, you pay an early termination charge: the monthly fees left in the 12 months, less any costs we save because you’ve left.
• After 12 months the plan rolls on monthly. Either of us can end it with 30 days’ written notice.
• Cancelling your card payment or Direct Debit doesn’t end the agreement. The fees stay due.
• If a payment is still unpaid 7 days after we’ve told you in writing, we can suspend your software and support until it’s paid.
• After the 12 months we can change the monthly fee with 30 days’ written notice, and you can leave before the change.
• When the agreement ends, you keep the hardware you’ve paid for, and you can ask for an export of your data within 30 days.

1. What the monthly service plan is

The monthly service plan (our Cloud & Care plan) pays for the software and the service. It is not a payment for the hardware: once you’ve paid the upfront hardware price in full, the hardware is yours. We don’t provide credit, and the plan is not a finance agreement.

The plan includes:

• Cloud: your sales, products and reports sync to the cloud so you can see your reports from anywhere.
• Automatic cloud backup of your products, sales and settings.
• Software updates: new features, security updates and UK rule changes such as VAT, installed automatically.
• UK support: remote support Monday to Friday, 9:00am to 5:30pm (UK time), excluding public holidays in England, by phone, WhatsApp and email.
• Card machine: as set out for your package below.
• Set-up help: we help load your products or menu and train your team, as agreed in your order.

2. Prices and how you pay

• You pay the first month at checkout, together with the hardware price.
• After that, each monthly fee is collected automatically in advance, from the card you save at checkout or by Direct Debit. You must keep a valid payment method in place for the whole agreement.
• The monthly fee is due whatever your card turnover, and it is separate from your card provider’s transaction fees and charges.
• Fees are non-refundable, and we don’t refund part months.

Full prices are on our EPOS prices page.

3. The 12-month minimum term

Both packages have an initial term of 12 months, which starts on your Service Start Date: the date shown in your order or, if none is shown, the date your software is activated or first made available to you.

During those 12 months, you can’t end the agreement for convenience, for example because you no longer need the till, your business is quiet, or you’d like to use a different system. You can still end it if we seriously break the agreement and don’t put it right (see section 9).

4. The early termination charge

If, during the 12-month term, you end the agreement for convenience, stop using the service, or we end it because you have seriously broken it and not put that right, you must pay an early termination charge. It is:

• the monthly fees for the rest of the 12-month term,
• less any direct third-party and variable service costs we reasonably save because the agreement has ended early.

We invoice the charge, and it is due within 14 days of the invoice. It reflects the costs we take on to supply your package, such as onboarding, configuration, the service capacity we commit to you and, on the Complete Package, the reduced hardware price. It is not meant as a penalty. There is no charge if you end the agreement because of our own serious breach that we have not put right.

Examples (before any savings are deducted)

• Complete Package, ended after month 5: 7 months left × £79 = £553 + VAT.
• Upfront Package, ended after month 5: 7 months left × £25 = £175 + VAT.

Any amounts already overdue, and any interest or recovery costs, are payable on top.

5. After 12 months: 30 days’ written notice

When the 12-month term ends, the plan continues month to month until either of us gives at least 30 days’ written notice. On the Complete Package the monthly fee is then £39 + VAT; on the Upfront Package it stays £25 + VAT, unless we change it under section 8.

To give notice, email hello@switch-and-save.uk and also send it by first-class or tracked post to SWITCH&SAVE Business Services Ltd, 3A Perry Common Road, Erdington, Birmingham B23 7AB. Please include your business name and order number. A posted notice counts as received two working days after posting; an email counts as received on the next working day.

Fees continue to the end of the notice period.

6. Missed payments and suspension

• If an amount that isn’t in genuine dispute is still unpaid 7 days after we’ve given you written notice, we can suspend your software access, support and (on the Complete Package) our contribution to your card terminal’s rental.
• We can also suspend straight away if continued access would create a serious security, legal or fraud risk.
• Suspension doesn’t stop the fees: they remain due for the suspended period and for the rest of the agreement.
• We restore the service within a reasonable time once the reason for the suspension is fixed and we’ve received the money.
• On late payments we can claim statutory interest, fixed compensation and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998. We can also pass unpaid amounts to a debt collection agency or solicitor, or go to court.
• If an undisputed amount is still unpaid 30 days after we’ve asked for it in writing, that counts as a serious breach, and we can end the agreement. During the 12-month term, the early termination charge in section 4 then applies.

If you think an invoice is wrong, tell us within 10 working days of the invoice date and pay any part that isn’t in dispute.

7. Cancelling your card payment or Direct Debit doesn’t end the agreement

Stopping a card payment, cancelling a Direct Debit, or a payment failing does not end your agreement and does not release you from paying. If it happens, you must pay any overdue amount another way we agree, and set up a new valid payment method within 5 working days of our written notice. If you don’t, we can suspend the service as in section 6.

A chargeback or payment reversal doesn’t cancel an amount that was properly due, unless it was caused by a genuine billing error on our part. Nothing here limits your rights under the Direct Debit Guarantee or the law.

8. Price changes after the 12-month term

• We won’t change your monthly fee during the 12-month term, except for a change in VAT or another tax required by law.
• After the 12-month term, we can change the monthly fee by giving you at least 30 days’ written notice.
• If you don’t want to accept the change, you can end the agreement by giving us written notice before the change takes effect.
• A change in VAT or another tax imposed by law can take effect when the law changes.

9. When either of us can end the agreement early

• Either of us can end the agreement straight away by written notice if the other seriously breaks it and the breach can’t be put right, or isn’t put right within 30 days of written notice.
• We can end it straight away if your business becomes insolvent or stops trading, uses the software unlawfully, or creates a serious fraud or security risk.
• If an event outside either party’s reasonable control stops a material part of the service for more than 60 days in a row, either of us can end that part of the service by written notice, with no charges for it after it ends.

10. Your card machine agreement

Your card machine and card processing come under a separate agreement between you and the card provider. That agreement controls approval, transaction fees, settlement, terminal returns and its own cancellation terms.

• Ending your agreement with us does not automatically end your card provider agreement, and ending your card provider agreement does not automatically end your agreement with us.
• On the Complete Package, if your card provider agreement is suspended or ended because of something you did, didn’t do or chose, we can stop our contribution to the terminal rental. Your monthly service plan fee stays payable for the rest of the 12-month term.
• If the card provider withdraws the terminal or agreement for reasons that aren’t your fault, we’ll make reasonable efforts to discuss an alternative or a fair change to your package. We can’t guarantee that another provider or the same rates will be available.
• The card machine belongs to the card provider. If it asks for it back, you must return it.

11. When the agreement ends

• Hardware: you keep the hardware you’ve paid for in full.
• Software and support: your software licence and support end. You must stop using the software and remove local copies if we reasonably ask.
• Money owed: anything already due when the agreement ends, including overdue fees, interest, recovery costs and any early termination charge, still has to be paid.
• Your data: if you ask us within 30 days after the agreement ends, and all undisputed amounts are paid, we’ll give you a standard export of your data where the software supports it. Custom extraction or conversion may be charged for. After that we may not be able to recover it, so please ask in time.

12. Selling or transferring your business

You can’t transfer the agreement to someone else, such as a buyer of your business, without our written consent. Please talk to us early so we can help with the change. We can transfer the agreement to a group company or a buyer of our business by giving you written notice, as long as that doesn’t materially reduce your rights.

13. Contact us

Email hello@switch-and-save.uk, call 0333 0389707 or WhatsApp +44 7432 391811, Monday to Friday, 9:00am to 5:30pm.

SWITCH&SAVE Business Services Ltd, company number 15051352.
Registered office: 16 Sandpiper Way, Erdington, Birmingham B23 5GF.
Trading address: 3A Perry Common Road, Erdington, Birmingham B23 7AB.

Our other policies: EPOS Agreement Terms · Refund & Returns Policy · Delivery Policy · Privacy Policy.