Refunds, cancellations and returns

Last updated 8 November 2026

These pages are published by Vesopa Software Ltd, a private limited company registered in England and Wales, company number 17362206, registered office Baglan Innovation Centre, Central Avenue, Baglan, Port Talbot, SA12 7AX, Wales, United Kingdom. Contact: info@vesopa.com, telephone +44 1792 316282. In these pages "Vesopa", "we" and "us" mean Vesopa Software Ltd.

1. Who this applies to

Most of our customers are businesses (venues, clubs and shops). Some rights below apply only to consumers, that is, people buying for themselves rather than for a business. Where a right is for consumers only, we say so. Nothing in this policy takes away a right you have by law.

2. Free trials

A Vesopa EPOS free trial may start with a £1.00 card check. We refund the £1.00 straight away, and it normally shows back on your statement within 5 to 10 working days, depending on your bank. Nothing else is charged during the trial. If you do not want to continue, tell us before the trial ends and nothing is taken.

3. Subscriptions (Vesopa EPOS, Vesopa Go, apps and add-ons)

• Cancelling: you can cancel at any time by emailing info@vesopa.com, replying to any billing email, or from your account. Cancelling stops the next payment; your service carries on to the end of the term you have already paid for.
• 30-day money back: if you are not satisfied, tell us within 30 days of your first subscription payment and we refund that payment in full.
• After that: fees for a term that has started are not refundable, except where we have failed to provide the service, charged you in error, or the law requires a refund.
• Consumers (14-day cooling-off): under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the equivalent law in the EU, you may cancel within 14 days of the contract starting for a full refund. If you asked us to start the service within those 14 days, we may keep a fair amount for the days you used.
• Charged in error: a duplicate or wrong charge is refunded in full as soon as we confirm it, normally within 2 working days.

4. Hardware (tills, printers, screens, card readers)

• Faulty or damaged on arrival: tell us within 30 days of delivery and we repair, replace or refund it in full, including delivery, under the Consumer Rights Act 2015 for consumers and our warranty for businesses. We arrange and pay for the return.
• Changed your mind (consumers): you may cancel within 14 days of receiving the goods and return them within a further 14 days, unused and in their original packaging. We refund the price and the standard delivery charge; you pay the cost of sending them back.
• Changed your mind (businesses): unused hardware in its original packaging, with all its accessories, may be returned within 14 days of delivery for a full refund of its price. Damage or missing parts may reduce the refund.
• Warranty: hardware we sell has a 12-month warranty: we repair or replace a faulty item. Damage from misuse or improper handling is not covered. Card machines supplied by a payment provider (Dojo, Teya, Barclaycard or Stripe) are covered by that provider's own terms.

5. What is not refundable

• Installation, setup and training once delivered.
• Software developed to your own specification, except as the written quote or statement of work says, or where it was not delivered as agreed and we could not put it right.
• Hardware damaged by misuse or improper handling.

6. How refunds are paid

• Refunds go back to the same card, wallet (Apple Pay, Google Pay) or account you paid with. We do not refund in cash or to a different card.
• We send the refund within 14 days of agreeing it (for returned goods, within 14 days of receiving them back). Banks usually show it within 5 to 10 working days after that.
• You get an email confirming the refund and, where VAT was charged, a credit note.

7. Payments made in a venue

When you pay a venue (a bar, restaurant or club) that uses Vesopa EPOS, Vesopa Go or a venue app, your contract is with that venue, and refunds are a matter for the venue under its own policy. The venue can refund through its till. If you cannot resolve it with the venue, your card issuer may be able to help.

8. Disputes and chargebacks

Please contact us first: most problems are fixed the same day. If you raise a chargeback with your bank, we respond with the facts of the payment. Raising a chargeback does not end your contract or what you owe under it.

9. Contact

info@vesopa.com, telephone +44 1792 316282. Written requests: Vesopa Software Ltd, Baglan Innovation Centre, Central Avenue, Baglan, Port Talbot, SA12 7AX, Wales, United Kingdom.