Manage Epos Now

How to cancel epos now in australia: your complete guide to exit without surprise charges

What epos now is and why you might want to leave

Epos Now is a point-of-sale and business management platform that combines software, hardware and payment processing for retail and hospitality businesses across Australia. You get inventory tracking, staff management, reporting tools, card terminals and ongoing technical support bundled into subscription plans. Most Epos Now customers pay a base software subscription (typically starting around A$39 per month) plus hardware rental fees (from A$60.50 inc. GST monthly), with additional merchant transaction fees on top.

The total cost of ownership adds up fast. Over 24 months, a small business might spend A$2,000-A$3,000 or more depending on transaction volumes and hardware choices. If that investment isn't delivering the reliability, features or support your business needs, cancellation becomes a logical financial decision.

Why epos now cancellations happen

Stopee research into cancellation patterns reveals three dominant triggers. First, cost pressure: tight profit margins force business owners to audit every recurring expense. Second, poor value delivery: customers report reliability issues, missing features or support gaps that don't justify the monthly spend. Third, contract friction: unexpected renewal terms, surprise fees or confusing termination clauses create buyer's remorse and drive immediate exit attempts.

If you're comparing Epos Now's all-in pricing against competitor platforms or considering a shift to hardware ownership, a direct cost comparison over your expected contract period will tell you whether staying or leaving makes financial sense.

The financial impact of staying versus cancelling

Stopee recommends calculating your true cost of ownership before you commit to cancellation. Add your monthly software subscription, hardware rental, and average monthly merchant fees, then multiply by the remaining months on your contract. Compare that total to alternative POS providers or a one-time hardware purchase with a lower-cost software licence. If the gap is material-say more than 15-20% over 24 months-cancellation and switching becomes a rational business move.

Your consumer rights under australian law

Stopping a subscription is not just a contractual matter; Australian Consumer Law gives you specific protections that can override what Epos Now's terms say.

Australian consumer law and unfair contract terms

The Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) protects you against unfair contract terms in standard form agreements. If Epos Now's cancellation clause is hidden, vague or unreasonably penalizes early exit, it may be unenforceable. Terms that lock you into a 36-month contract with no cooling-off period and hefty termination fees are common targets for challenge.

The Australian Competition and Consumer Commission (ACCC) publishes guidance on unfair terms in subscription contracts. If you believe Epos Now's terms are unfair-for example, if they prevent refunds for services not delivered, or if they impose a termination fee that far exceeds the company's reasonable losses-you can raise this with the ACCC or seek legal advice.

Cooling-off rights and the 14-day rule

If you signed up for Epos Now online or at a distance (not in person), you may have a 14-calendar-day cooling-off period starting from the day you entered the contract or when you received the first invoice, whichever is later. This applies to distance contracts for goods and services under Australian Consumer Law. During this window, you can cancel and receive a full refund, provided you haven't made substantial use of the service.

What counts as "substantial use"? If you've processed dozens of transactions, used the reporting features extensively or had the hardware installed and active for weeks, the cooling-off window is likely closed. A brief trial or setup phase without operational use keeps the right alive.

Refund rights if epos now fails to deliver

Australian Consumer Law implies a guarantee that services supplied to you must be fit for purpose, delivered with due care and skill, and completed within a reasonable time. If Epos Now's system is unreliable, crashes during peak trading hours, or fails to provide promised features, you may have a claim for a partial or full refund, depending on the severity and duration of the failure. This is separate from, and sometimes stronger than, contract terms.

Stopee advises documenting every outage, missing feature or support failure with timestamps and screenshots. This evidence strengthens your claim if you need to escalate a dispute.

How to cancel epos now step by step

Epos Now requires written notice to cancel, and the notice period depends on your contract type and whether you're within a fixed term.

Identifying your contract type and notice period

Before you start the cancellation process, you need to know what you're signed up for. Log into your Epos Now account or retrieve your original contract email and identify the following:

• Fixed-term or month-to-month? (12, 24, 36 months or rolling monthly)
• Start date of the current term
• Renewal date (end of current term)
• Hardware rental or lease agreement? (separate terms may apply)
• Any early termination fee clause

If you're within a fixed term, Epos Now's standard terms require a minimum of two months' written notice before the term end date in order to cancel without automatic renewal. If you're on a month-to-month plan after a fixed term expires, you may have a shorter notice window-often 30 days. Hardware rental agreements often require 30 days' notice separately from software cancellation.

The formal cancellation process

Stopee has tracked dozens of Epos Now cancellations, and the process is almost always documented. Follow these steps:

1. Obtain your account and contract details
   • Log into your Epos Now dashboard or find your original agreement email
   • Note your customer ID, account email and contract renewal date
   • Take screenshots of your billing history and current plan details
2. Draft a written cancellation notice
   • Address it to Epos Now's Customer Success or Support team (see contact details below)
   • Include your full name, business name, customer ID and account email
   • State your cancellation request clearly: "I hereby request cancellation of my Epos Now subscription effective [date]"
   • Specify the cancellation date as at least two months before your next renewal date (if in a fixed term) or 30 days from now (if month-to-month)
   • Request written confirmation of the cancellation and a refund calculation if applicable
   • Sign and date the notice
3. Send your notice via email with read receipt
   • Send to Epos Now's primary support email (support@eposnow.com or via the website contact form)
   • Use "Cancellation Request" or "Notice of Termination" as the subject line
   • Request a read receipt or delivery confirmation
   • Keep a copy for your records
4. Follow up within 5 business days
   • If you don't receive an acknowledgement, send a follow-up email or call their customer support line
   • Ask for a cancellation confirmation number and expected termination date
5. Monitor your billing and verify cessation
   • Check your bank statements and credit card for any charges after your stated cancellation date
   • If charges continue, dispute them immediately with your bank and escalate with Epos Now
6. Retrieve any refund or final invoice
   • Request a refund schedule if you paid in advance for unused service time
   • Confirm the fate of any hardware rental or lease agreements

Hardware and additional services

Warning: cancelling your software subscription does not automatically cancel hardware rental or equipment financing. Epos Now often bundles these separately. You must explicitly cancel or return any rented terminals, printers or other hardware in your cancellation notice, and confirm the return logistics and any associated restocking fees.

Pro tip: ask Epos Now to provide an itemised list of all services, hardware, and merchant account arrangements tied to your account before you submit cancellation. This prevents surprise ongoing charges for forgotten line items.

What happens after you cancel

Cancellation is just the beginning; the next 30-60 days require vigilance to ensure no stray charges appear on your account.

What to expect in the days following cancellation

Once you submit your cancellation notice and receive confirmation, Epos Now will typically process the request within 5-10 business days. Your software access may be suspended immediately or at the end of the current billing cycle, depending on the plan. If you're within a fixed-term contract, the formal termination date is usually at the end of the two-month notice period (i.e., two months after notice submission).

Hardware rental services may cease on a different date or require physical return of equipment. Ask Epos Now's support team for a clear timeline for each service component.

Verifying billing has stopped

Monitor your bank statements and credit card statements for 60 days after the stated cancellation date. Stopee recommends setting calendar reminders to check at 30 days, 45 days and 60 days post-cancellation. Look for any recurring charges, surprise merchant fees or hardware rental invoices.

If a charge appears after your cancellation date, contact your bank immediately and dispute it as unauthorized. Simultaneously, send Epos Now a formal dispute email referencing your cancellation confirmation and the unwanted charge.

Backing up your data before you go

Before your access is cut off, download or export all transaction records, customer data, staff records and any other information you may need for tax, accounting or compliance purposes. Epos Now may charge for data retrieval after cancellation or allow only a limited recovery period. Ask support how long archived data is retained and whether you can request an export.

Refunds and what you may recover

Refund eligibility depends on your contract type, how far into your term you are, and whether Epos Now has breached any service guarantees.

Refunds for pro-rata unused service

If you cancel mid-month or mid-year, most Epos Now plans do not automatically refund the unused portion. However, if you're cancelling within the 14-day cooling-off period (and you haven't made substantial use), you're entitled to a full refund. Beyond that window, refund eligibility depends on your specific plan terms and whether you can demonstrate service failure or breach by Epos Now.

Calculate your pro-rata entitlement: divide your monthly or annual subscription by the number of days in the billing period, then multiply by the number of unused days. If Epos Now refuses to refund this amount without valid reason, escalate the claim.

Early termination and penalty fees

Some Epos Now contracts include an early termination fee-typically a percentage of the remaining contract value or a flat amount. These fees are enforceable only if they represent a genuine pre-estimate of Epos Now's loss, not a penalty. If the fee seems disproportionate (e.g., A$500 on a A$39/month subscription), it may be unenforceable under Australian Consumer Law as an unfair term or an unenforceable penalty clause.

Stopee recommends challenging any early termination fee that exceeds the company's reasonable losses. Request a detailed breakdown of how Epos Now calculated the fee. If they can't justify it, dispute it.

Merchant fees and transaction surcharges

Some cancellation disputes arise because customers continue to see merchant transaction fees on their statements after cancellation. These fees are often collected by a third-party payment processor, not Epos Now directly. Ensure your cancellation notice explicitly covers all merchant services and payment processing agreements. If fees continue post-cancellation, contact the payment processor directly.

Epos now pricing and what you're paying for

Understanding the full cost structure helps you make an informed cancellation decision and estimate any refunds.

Common mistakes that delay or derail cancellation

We know how frustrating a botched cancellation can be-weeks of back and forth, unexpected charges, and lost time. Here's how to sidestep the traps.

Mistake 1: verbal cancellation requests

Never cancel Epos Now over the phone alone. While a support rep may acknowledge your request, verbal cancellation leaves no paper trail and Epos Now can deny they received it. Always follow up any phone conversation with a written email that repeats your cancellation request, references the call (date, time, rep name if available), and states your preferred cancellation date.

Mistake 2: missing the two-month notice deadline

If you're on a fixed-term contract and you miss the two-month notice window before renewal, your agreement will auto-renew for another term (usually 12 months). You'll be locked in for another year. Check your contract renewal date now and count back 60 days. Mark that deadline in your calendar. Stopee advises submitting your cancellation notice at least 65 days before renewal to be safe.

Mistake 3: forgetting about hardware and ancillary services

Cancelling your software subscription doesn't cancel hardware rental, payment processing, or support add-ons. Each may have separate terms and notice periods. Your cancellation notice must explicitly cover every service tied to your account, not just the software. Ask Epos Now to confirm all linked services are terminating on the same date.

Mistake 4: failing to document the cancellation

Stopee strongly recommends keeping a cancellation folder with copies of: your original contract, your written cancellation notice (with send confirmation), Epos Now's acknowledgement email, any refund correspondence, and screenshots of your final billing. This evidence is invaluable if you need to dispute a post-cancellation charge or file a complaint with a regulator.

Mistake 5: not disputing unauthorized post-cancellation charges immediately

If a charge appears on your bank statement after your cancellation date, raise it with your bank within 10 business days. Most banks have a dispute window of 90 days, but acting fast strengthens your case. Your bank can reverse the charge and initiate a chargeback if Epos Now refuses to refund it.

Your checklist for cancelling epos now

Use this step-by-step checklist to stay organized and avoid oversights.

• Retrieve your contract and note the contract term, renewal date, and notice period required
• Calculate your cancellation eligibility date (two months before renewal if fixed-term, or 30 days from now if month-to-month)
• List all services: software, hardware rental, merchant processing, support add-ons
• Draft your written cancellation notice with all required details (account ID, customer name, effective date)
• Send the notice via email to support@eposnow.com (or contact method found on their website) with read receipt
• Record the send date and time; take a screenshot of the sent email
• Wait 5 business days; follow up if no acknowledgement
• Obtain a cancellation confirmation number and written termination date
• Download and back up all your transaction data, customer records and reports
• Set reminders to check your bank statements at 30, 45 and 60 days post-cancellation
• If unexpected charges appear, dispute them with your bank immediately and escalate with Epos Now
• File any complaints with the ACCC or your state's consumer affairs regulator if Epos Now refuses to refund or continue to bill unlawfully

Comparing epos now to alternatives

Before you cancel, consider whether a competitor platform might serve you better-or whether you're just exiting a bad fit entirely.

If your cancellation is driven by cost, a no-subscription model (like Square) might suit a low-transaction-volume business. If you need integrated e-commerce and retail, Shopify POS offers better value than Epos Now for omnichannel sellers.

Getting help with your cancellation

If Epos Now refuses to acknowledge your cancellation, continues billing after the termination date, or disputes a refund claim, escalation is your next step.

Raising a complaint with epos now

Most businesses have a formal complaints process. Ask Epos Now's support team for their complaints procedure and submit your dispute in writing. Reference your cancellation notice, the date sent, and any post-cancellation charges. Request a response within 21 days (standard in Australia).

Escalating to the ACCC and state regulators

If Epos Now doesn't resolve your complaint within a reasonable timeframe or if they've breached Australian Consumer Law, you can lodge a complaint with the Australian Competition and Consumer Commission (ACCC) or your state's consumer affairs authority. The ACCC handles unfair contract terms, misleading conduct and subscription disputes. You don't need a lawyer; the process is free.

Stopee recommends documenting everything before you complain: copies of your contract, cancellation notice, Epos Now's responses (or silence), and evidence of any unauthorized charges. This supporting material strengthens your case and speeds up resolution.

Disputing charges with your bank

If Epos Now charges you after your cancellation date, contact your bank or credit card issuer immediately. Most banks allow you to dispute unauthorized charges within 90 days. Frame the dispute as: "I cancelled this subscription on [date] and requested termination. The company has continued to charge my card without my consent after [cancellation date]." Your bank can reverse the charge and pursue a chargeback against Epos Now on your behalf.

Why stopee exists and how we help

Stopee (stopee.com) exists because cancellation is often harder than signup. Businesses like Epos Now are built for growth, and cancellation is an afterthought-or deliberately obscured. Stopee has helped thousands of consumers and business owners navigate cancellation processes, understand their rights, and recover refunds. We cut through the jargon and the dark patterns, giving you step-by-step guidance so you can exit on your terms.

If you're stuck on Epos Now or any other service, Stopee's community and resource library are here to empower you. Our mission is simple: make cancellation transparent, fast and fair.

Final thoughts and contact information

Cancelling Epos Now in Australia is a straightforward process if you follow the formal written notice requirement and respect the two-month notice period for fixed-term contracts. Armed with this guide, you now understand your rights, the traps to avoid, and how to escalate if things go wrong. Stopee is here to support you every step of the way.

Epos Now customer service contact details:

• Email: support@eposnow.com
• Website: eposnow.com/au
• Phone: Check your account or website for current support number

Australian consumer protection contacts:

• Australian Competition and Consumer Commission (ACCC): accc.gov.au | 1300 302 502
• Australian Small Business Loans (advice): asic.gov.au
• Your state's consumer affairs regulator (e.g., Consumer Affairs Victoria, Fair Work Ombudsman)

Remember: your right to cancel is backed by law, not just contract terms. Document everything, submit written notice, and don't accept unexplained delays or unauthorized post-cancellation charges. Stopee has helped thousands of consumers cancel successfully-and we're confident your Epos Now exit will be smooth too. Visit Stopee (stopee.com) for more cancellation guides, templates and escalation advice on thousands of services.