eMenu Free Card Machine and ePOS Pro Return Policy
This policy explains how returns, cancellations, replacements and refunds work for eMenu Free Card Machine and ePOS Pro customers.
1. Who does this policy apply to
This policy applies to customers using eMenu products and services for business purposes.
Your agreement with eMenu, your merchant acquiring agreement, and any payment processor terms also apply. Where there is any conflict, those agreements will take priority.
2. Free Card Machine
The eMenu Free Card Machine is supplied for use with an active eMenu payment processing agreement.
The card machine, printer, charging equipment, SIM card and any associated hardware remain the property of eMenu or its payment processing partner unless we confirm otherwise in writing.
The equipment must only be used for your registered business and must not be sold, transferred, rented, modified or used for another business without written approval from eMenu.
3. Cancelling your card machine service
You may request to cancel your card machine service by contacting eMenu Support at Support@emenunow.com.
Your cancellation will take effect once any required notice period in your merchant agreement has ended.
Following cancellation, eMenu may ask you to return the card machine and any associated equipment. We will provide return instructions and, where applicable, a prepaid returns label.
You must return the requested equipment within 14 days of receiving our return instructions.
4. Condition of returned equipment
All equipment must be returned in reasonable working condition, allowing for fair wear from normal business use.
Please return all items supplied with the machine, including:
Card machine
Charging cable and power supply
Printer, where supplied
SIM card, where applicable
Stands, cables and accessories supplied by eMenu
You are responsible for taking reasonable care of the equipment until it is returned.
Where equipment is lost, stolen, deliberately damaged, materially damaged through misuse, or not returned, eMenu may charge the reasonable replacement or repair cost.
5. Faulty card machines
If your card machine develops a fault, please contact eMenu Support as soon as possible.
We may ask you to complete basic checks to identify whether the issue relates to connectivity, power, software settings, printer setup, payment processing or the device itself.
Where a fault is confirmed and is covered by the applicable warranty or service agreement, eMenu will arrange repair or replacement where reasonably possible.
We may not provide a free replacement where the fault has resulted from accidental damage, liquid damage, unauthorised repairs, misuse, loss, theft, neglect or use outside the supplied instructions.
6. ePOS Pro subscription
ePOS Pro is charged at £39 per month unless a different price has been agreed in writing.
There is no upfront software fee for ePOS Pro unless agreed separately.
You may cancel ePOS Pro by contacting eMenu Support at [Insert support email].
Your subscription will remain active until the end of your current paid billing period, unless otherwise agreed in writing.
Payments already made for the current billing period are generally nonrefundable. This does not affect any refund that eMenu agrees is due because of a billing error, duplicate charge or service issue.
7. Returning hardware supplied with ePOS Pro
Where eMenu has supplied hardware as part of your ePOS Pro package, including a tablet, printer, cash drawer, card machine or accessories, that equipment may be subject to separate rental, loan or merchant service terms.
If eMenu requests the return of any hardware after cancellation, you must return it within 14 days of receiving our return instructions.
Reasonable replacement or repair costs may apply where equipment is not returned or is returned damaged beyond normal wear.
8. Refunds
Refunds will only be issued where:
eMenu has made a billing error
You have been charged more than agreed
A duplicate payment has been taken
eMenu has confirmed that a refund is appropriate following investigation
Approved refunds will normally be returned to the original payment method or nominated business bank account within 14 days.
9. How to request a return, cancellation or replacement
Please get in touch with eMenu Support with:
Your business name
Your registered email address
Your terminal ID or merchant ID, where available
The reason for your request
Photos or videos of damaged or faulty equipment, where relevant
Email:Support@emenunow.com
10. Changes to this policy
eMenu may update this policy from time to time. The latest version will be available on our website or provided on request.
This policy does not limit any rights or obligations that cannot legally be excluded.