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Frequently asked questions
Cancel Epos Now: Your Complete Guide
How to cancel Epos Now in australia and avoid early exit penalties
Why you might cancel Epos Now
Epos Now is a cloud-based point-of-sale and business management platform that bundles software, hardware and payment processing for retail and hospitality businesses across Australia. You receive inventory tracking, staff scheduling, sales reporting, card payment terminals and technical support within tiered subscription plans. Most businesses pay a base software subscription starting around A$39 per month, plus hardware rental fees from A$60.50 (including GST) monthly, alongside merchant transaction fees that vary by volume.
The cumulative cost escalates rapidly. Over a 24-month contract period, a small retail business typically spends A$2,000 to A$3,500 depending on transaction volumes and hardware selection. If you no longer require this bundled solution, or if you're evaluating competitor platforms, cancellation becomes a legitimate business decision. Yafee specialises in helping Australian businesses understand their contractual exit rights and execute cancellations smoothly.
Common reasons for cancelling Epos Now
Three patterns emerge consistently. First, cost pressure: businesses audit recurring expenses and identify savings opportunities elsewhere. Second, service gaps: customers report system reliability issues, missing features or inadequate support that don't justify ongoing investment. Third, contract friction: unexpected renewal terms, opaque fee structures or confusing cancellation clauses trigger immediate exit attempts.
If you are weighing Epos Now's all-in pricing against competing platforms or considering a shift to independently purchased hardware with lower-cost software, a direct cost comparison over your remaining contract period will clarify whether staying or leaving makes financial sense.
Financial comparison: staying versus cancelling
Calculate your true remaining cost of ownership before you commit to cancellation. Add your current monthly software subscription, hardware rental fees and average monthly merchant transaction charges, then multiply by the number of months remaining on your contract. Compare that figure to alternative POS providers' pricing or a one-time hardware purchase with lower-cost software licensing. If the gap exceeds 15-20% over your contract period, switching becomes economically justified. Yafee's cancellation guides help you document this analysis so you have a clear business case for your decision.
Your consumer rights under australian law
Cancelling a subscription is governed by both contract law and Australian Consumer Law, which gives you specific protections that may override what Epos Now's standard terms state.
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 unclear, buried in fine print, or imposes unreasonable penalties for early exit, it may be unenforceable. Terms that lock you into a 36-month commitment with no cooling-off period and excessive termination fees are frequently challenged under this legislation.
The Australian Competition and Consumer Commission (ACCC) publishes detailed guidance on unfair terms in subscription contracts. If you believe Epos Now's terms are unfair-for example, if they deny refunds for services not delivered or impose a termination fee that far exceeds the company's reasonable losses-you can lodge a complaint with the ACCC or seek legal advice. Yafee recommends documenting any service failures or billing errors before you initiate cancellation, as these strengthen your position if a dispute arises.
Cooling-off rights for distance contracts
If you signed up for Epos Now online or at a distance (not in a physical store), Australian Consumer Law grants you a 14-calendar-day cooling-off period. This period runs from the day you entered the contract or received your first invoice, whichever is later. During this window, you can cancel and receive a full refund, provided you have not made substantial use of the service.
Substantial use is determined by the extent of your activity. Processing a handful of test transactions is unlikely to prevent a refund. However, if you have processed dozens of live transactions, actively used reporting features, or operated the system for weeks, you may have exhausted this right. Your legal position under the cooling-off rule is strongest if you cancel within 14 days of signing up and request your refund in writing.
Your legal position: termination and notice requirements
If you are beyond the cooling-off period, your right to cancel depends on your contract type. For fixed-term contracts (12, 24, or 36 months), Epos Now typically requires a minimum of two months' written notice before the end of your term. If you do not provide notice by this deadline, your contract automatically renews on a month-to-month basis at Epos Now's standard rates. Hardware-as-a-Service subscriptions require at least 30 days' written notice for cancellation. Any termination must be submitted in writing-email to your account manager or support team, or by registered post to Epos Now's registered address-and you should retain proof of delivery.
How to cancel Epos Now: step-by-step procedure
Cancelling Epos Now requires you to follow a specific procedural sequence to protect your legal position and avoid unintended renewals.
Step 1: review your current contract
- Locate your original Epos Now contract or your most recent renewal agreement. You can request this from your account manager if you do not have a copy.
- Identify your contract start date and term length (12, 24 or 36 months).
- Note the exact contract end date.
- Find the cancellation clause and any associated notice periods or termination fees.
- Check whether your subscription includes Hardware-as-a-Service (HaaS) components or software-only licensing, as notice periods differ.
- Software-only subscriptions: two months' written notice before term end.
- Hardware-as-a-Service: 30 days' written notice.
Step 2: confirm your notice period deadline
- Calculate the date by which you must submit written cancellation notice.
- If your contract expires on 30 June 2025, two months' notice means you must cancel by 30 April 2025.
- For HaaS components, calculate 30 days backwards from your target exit date.
- Mark this deadline in your calendar and set a reminder for two weeks before to allow time for your cancellation letter to reach Epos Now.
Step 3: prepare your written cancellation notice
- Draft a formal cancellation letter that includes:
- Your full name and business name.
- Your Epos Now account number or merchant ID.
- Your current contract end date.
- A clear statement: "I hereby give notice of my intention to cancel my Epos Now subscription effective [date]."
- Your preferred final service date (the day Epos Now stops charging you).
- Contact details (email and phone) for confirmation.
- If you have experienced service failures, billing errors or unresolved support issues, reference these briefly in your letter. This creates a written record if you later dispute charges or early exit fees.
Step 4: submit your cancellation in writing
- Send your cancellation letter by email to your Epos Now account manager and support team. Include "CANCELLATION NOTICE" in the subject line.
- Request a read receipt or delivery confirmation.
- Copy yourself on the email and save it in a dedicated folder.
- Alternatively, send your cancellation by registered post to Epos Now's Australian office address.
- Request a receipt from Australia Post confirming delivery date.
- Keep this receipt with your records.
- Yafee recommends sending cancellation notice by both email and post to create multiple audit trails, especially if your account balance is in dispute or you anticipate resistance.
Step 5: obtain written cancellation confirmation
- Within 5 business days of submitting your notice, contact Epos Now and request written confirmation that your cancellation has been accepted.
- Ask for the final service date and the date your account will be closed.
- Request confirmation that no further charges will apply after the final date.
- If Epos Now does not respond within 5 business days, follow up by phone and email. Document all contact attempts.
Step 6: retrieve your data and settle outstanding fees
- Request a data export from Epos Now before your final service date.
- This includes transaction history, customer records, inventory snapshots and staff timesheets.
- Ask whether data will be available after cancellation and for how long.
- Review your final invoice when it arrives. Check that you are not charged for the period after your confirmed cancellation date.
- If your account has outstanding fees (failed payments, disputed charges), resolve these in writing before your final date to prevent debt referral or credit reporting.
Pricing and contract structures
Understanding Epos Now's fee model helps you calculate the true cost of staying versus exiting early.
| Component | Typical cost (AUD) | Frequency | Notes |
|---|---|---|---|
| Base software subscription | A$39-A$99 | Monthly | Depends on transaction volume tier |
| Hardware rental (payment terminal) | A$60.50-A$100 | Monthly | Includes GST; terminal ownership remains with Epos Now |
| Merchant transaction fees | 1.5%-2.9% | Per transaction | Charged on card payments processed |
| Typical total (low-volume retail) | A$150-A$250 | Monthly | Software, terminal, estimated merchant fees |
| Early termination fee | Varies | One-off | Often a multiple of remaining months' base subscription; see your contract |
| Contract term | N/A | 12, 24 or 36 months | After term expires, auto-renews monthly unless you give 2 months' notice |
Refund and final billing after cancellation
Once Epos Now confirms your cancellation, your refund entitlements depend on whether you have exceeded the 14-day cooling-off period and whether you are exiting before your contract term ends.
Refunds within the 14-day cooling-off period
If you cancel within 14 calendar days of signing up or receiving your first invoice (whichever is later) and have made minimal or no use of the service, you are entitled to a full refund of any fees paid. Yafee advises you to request this refund in writing immediately upon cancellation. Epos Now must process refunds within 14 days of receiving your cancellation notice under Australian Consumer Law.
Refunds after the cooling-off period
If you cancel after 14 days, you lose the automatic right to a full refund. However, you may still recover fees if you can demonstrate that Epos Now failed to deliver the service as promised-for example, if the system was down for extended periods or key features were unavailable. Document any service failures with dates, times and impact to your business. Yafee recommends submitting a detailed refund request with this evidence attached.
Early exit fees and pro-rata charges
If you terminate your contract before the agreed term ends, Epos Now will typically charge an early exit fee. This is usually calculated as a percentage of your remaining contract value. For example, if you have 10 months remaining and your base subscription is A$50 per month, Epos Now might charge 50-100% of that remaining amount (A$250-A$500). Request an itemised breakdown of any early exit fee and verify it against your original contract terms. If the fee appears excessive or is not mentioned in your contract, challenge it in writing and escalate to the ACCC if Epos Now refuses to negotiate.
Final invoice and account settlement
Your final invoice should itemise all charges up to your confirmed cancellation date, any early exit fees, and credit for any overpayments or unused service credits. Review this carefully. If charges appear after your cancellation date, dispute them immediately with Epos Now support and your credit card provider. Keep all final invoices and payment receipts for your records.
After cancellation: next steps and data retrieval
Your responsibilities continue after Epos Now confirms your cancellation.
Secure your data before final exit
Epos Now will delete your data after a defined retention period, typically 30-90 days post-cancellation. Before that deadline, download all transaction histories, customer records, inventory data and staff timesheets. Request these exports in CSV or Excel format so you can import them into your new POS system. If Epos Now refuses or charges a data retrieval fee, request this in writing and reference your rights under the Privacy Act 1988 (Cth) to access your own data.
Redirect payment processing and hardware return
If you are switching to a new POS provider, arrange for your payment terminal to be returned to Epos Now by the final service date. Epos Now may charge a hardware non-return fee (typically A$150-A$300) if you keep or lose the terminal after cancellation. Contact Epos Now support for a prepaid returns label or collection appointment. Ensure you receive a signed return receipt.
Update your business records
Notify your accountant or bookkeeper that Epos Now has been cancelled so they can adjust your monthly P&L forecasts. If you are switching to a new provider, arrange for a parallel run if possible-operate both systems simultaneously for 1-2 weeks to validate that transaction data has transferred correctly and that the new system meets your needs.
Common mistakes to avoid during cancellation
Cancellation is straightforward if you follow the procedure carefully, but a few missteps can cost you money or create disputes.
Mistake 1: missing your notice deadline
If you do not submit written cancellation notice by the required date (two months before your term end for software, 30 days for HaaS), your contract automatically renews. You then face another 12 or 24-month renewal term. Submit your cancellation letter well before the deadline-ideally three months before your preferred exit date-to allow time for processing and confirmation.
Mistake 2: cancelling verbally without written confirmation
A phone call or casual email asking "Can I cancel?" is not a formal cancellation notice. Epos Now has no obligation to act on informal requests. Always submit a formal written cancellation notice as outlined in Step 3 above, and retain proof of delivery. Yafee emphasises that written notice protects you because it creates an unambiguous record of your intent and the date you communicated it.
Mistake 3: failing to dispute unexpected final charges
Review your final invoice within 10 days of receipt. If charges appear for services after your cancellation date or early exit fees are inflated, dispute them immediately in writing. If Epos Now refuses to adjust the invoice, escalate to your credit card provider and request a chargeback. Do not simply accept a bill you believe is incorrect.
Mistake 4: leaving the terminal at your premises after cancellation
Epos Now retains ownership of the payment terminal. If you do not return it by the agreed date, you will be charged a non-return fee (often A$200-A$300). Arrange return well before your final service date so there is no dispute about ownership or liability.
Mistake 5: not backing up your transaction data
Once Epos Now deletes your account data, recovery is extremely difficult and may not be possible. Export all critical data (transactions, customers, inventory snapshots) at least one week before your cancellation date. Store these files securely on your own servers or cloud storage.
Comparing your options: stay, negotiate or switch
Before you commit to cancellation, consider whether negotiation or a reduced-cost plan might better serve your business.
| Option | Pros | Cons | Best for |
|---|---|---|---|
| Stay on current contract | No disruption; no early exit fees; established data history | Continued high costs; ongoing service frustration | Businesses with minimal switching costs or strong Epos Now performance |
| Negotiate with Epos Now | Potential discount on renewal; improved support; no switching effort | Epos Now may refuse; discount may be temporary; core issues remain unresolved | Businesses with service issues but otherwise satisfied with platform |
| Switch to competitor POS (Lightspeed, Square, Toast) | Potentially lower cost; newer features; better support; cleaner break | Upfront migration effort; data transfer risk; new system learning curve; potential early exit fees from Epos Now | Businesses with persistent service gaps or significantly cheaper alternatives |
| Downgrade to lower-tier Epos Now plan | Reduced monthly spend; retain existing data and terminal | May not solve core feature or support issues; still bound by contract | Cost-conscious businesses satisfied with core functionality |
| Self-hosted POS (iPad + Square, independent software) | Maximum flexibility and control; often cheaper long-term; data stays with you | Requires technical expertise; less integrated support; DIY setup and maintenance | Technically capable operators; businesses with simple POS needs |
| Remain on month-to-month after term expiry | Maximum flexibility; cancel with 2 months' notice anytime; no lock-in | Potentially higher monthly rate; less contract certainty; easy for Epos Now to raise prices | Businesses testing alternatives while minimising exit fees |
What to do if Epos Now refuses your cancellation
In rare cases, Epos Now may dispute your cancellation or claim that you have not met notice requirements. Follow this escalation sequence.
Step 1: request written explanation in writing
If Epos Now rejects your cancellation, ask for a detailed written explanation citing the specific contract clause or reason. Do not accept vague verbal objections.
Step 2: escalate within Epos Now
Request that your cancellation dispute be reviewed by a supervisor or manager. Provide your evidence: your original cancellation notice, proof of delivery, and your contract terms.
Step 3: engage the ACCC if the dispute involves unfair terms
If you believe Epos Now's cancellation terms are unfair or misleading, lodge a complaint with the Australian Competition and Consumer Commission (ACCC). The ACCC investigates breaches of Australian Consumer Law and can take enforcement action against traders who impose unconscionable contract terms or engage in misleading conduct.
Step 4: seek legal advice or alternative dispute resolution
If the disputed amount is material, consult a contract lawyer who specialises in consumer disputes. Some law firms offer fixed-fee reviews of SaaS contracts. Alternatively, ask Epos Now whether it participates in an accredited alternative dispute resolution (ADR) scheme. Many software providers are members of schemes such as the Australian Information Industry Association (AIIA) Scheme or the Telecommunications Industry Ombudsman, which offer low-cost dispute resolution.
Checklist: before you submit your cancellation notice
Use this checklist to ensure you have completed all preparation before you formally notify Epos Now.
- Reviewed your full Epos Now contract and identified the exact contract end date.
- Confirmed your notice period requirement (two months for software, 30 days for HaaS).
- Calculated the latest date by which you must submit written notice.
- Drafted a formal cancellation letter with all required details (account number, intended exit date, business name).
- Collected evidence of any service failures, billing errors or unresolved support issues.
- Confirmed the email address and postal address for your account manager and Epos Now support.
- Arranged to export all critical transaction, customer and inventory data from Epos Now.
- Identified a replacement POS provider or confirmed you have alternative arrangements in place.
- Notified your accountant that a significant monthly expense will cease.
- Located your payment terminal and confirmed Epos Now's return process and timeline.
Summary and your path forward
Cancelling Epos Now in Australia is a defined legal process governed by your contract terms and Australian Consumer Law. You must submit written cancellation notice at least two months before your contract term ends (or 30 days for Hardware-as-a-Service), and you must deliver that notice by registered email or post so you have proof of receipt. If you are within 14 days of signup and have made minimal use of the service, you may qualify for a full refund under the cooling-off rule. If you cancel after 14 days or before your term expires, Epos Now may charge an early exit fee or impose termination charges outlined in your contract.
Your strongest position emerges when you act methodically: review your contract, calculate your notice deadline, prepare formal written notice well in advance, send it by multiple channels with proof of delivery, and obtain written cancellation confirmation. If you encounter resistance, document your attempts to resolve the matter and escalate to the ACCC if you believe Epos Now's terms are unfair or its conduct is misleading.
Yafee has helped thousands of Australian business owners navigate cancellation procedures for SaaS platforms including Epos Now, ensuring they exit contracts on time, avoid surprise fees, and transition smoothly to alternative solutions. Your business does not need to remain locked into an arrangement that no longer delivers value. By following this procedure, you protect your legal rights and position yourself for a clean exit and a cost-effective switch to a POS provider that better serves your needs.
Cancellation contact details
To cancel Epos Now, send your written notice to Epos Now's Australian support team:
Email: Contact your assigned account manager or submit cancellation to Epos Now's support inbox (available via your Epos Now dashboard).
Post: Epos Now's registered Australian office address can be found on eposnow.com/au/about-us/terms-website. Send your cancellation letter by registered post and retain your Australia Post receipt.
Phone follow-up: After sending your written notice, call Epos Now support within 3 business days to confirm receipt and obtain a reference number.
Yafee recommends retaining copies of your entire cancellation correspondence for at least three years in case a billing dispute or compliance matter arises. Your documentation will be your strongest evidence if the matter ever requires formal resolution.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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