Refund Policy

We aim to provide reliable hardware, software, and digital services. This policy explains when refunds may be issued.

1.Hardware Refunds

Customers may request a refund for hardware under the following conditions:

• Refund requests must be made within 30 days of purchase.
• Hardware must be returned in good condition, with all accessories and packaging.
• A full or partial refund will be issued based on the condition and level of use.
• If the item shows signs of wear, damage, or heavy use, the refund amount will be reduced accordingly.
• Shipping costs are non-refundable.
• If hardware is faulty, it is covered under our 1-year warranty.

2.Software & Subscription Refunds

For RMS, online ordering, hosting, and all other subscription-based services:

• Refunds are available within 30 days of the service start date.
• After 30 days, subscription fees are non-refundable.
• For recurring subscription services, any period already used is strictly non-refundable.
• For services billed on a per-transaction basis, such as online POS or online ordering platforms, all transaction fees generated from customer orders are non-refundable once processed.
• No refunds are issued for partial months or unused time.
• All charges are applied in accordance with the Terms & Conditions the customer agreed and signed up to.

3.Payment Terms

• Payment is required upfront before any hardware is dispatched or services are activated.
• All subscription services are billed monthly in advance.
• For recurring subscription services, any period already used is strictly non-refundable.
• All charges are applied in accordance with the Terms & Conditions the customer agreed and signed up to at onboarding.
• Platform fees, subscription charges, and any agreed transaction-based fees may be automatically deducted by the payment merchant prior to settlement, with the remaining balance paid directly to the restaurant’s designated bank account.
• Failure to make payment may result in temporary suspension of services.

4.Payment Processing & Payouts

• Payments made by end-customers for food orders are processed directly through the restaurant’s own payment merchant account set up during onboarding.
• CROWN EPOS acts solely as the technology provider and does not handle, hold, or control customer funds at any point.
• All settlements are made directly from the payment merchant to the restaurant, minus any applicable platform fees, subscription charges, or transaction-based fees agreed with the restaurant.
• CROWN EPOS does not issue refunds to end-customers on behalf of restaurants. Restaurants are solely responsible for managing and issuing refunds for their own customer orders.
• CROWN EPOS does not store, process, or transmit cardholder data. All payments are handled securely by the integrated payment merchant in compliance with PCI-DSS requirements.

5.Hardware Warranty

All hardware supplied by CROWN EPOS includes a 1-year warranty covering manufacturing defects.

The warranty does not cover:

• Accidental damage
• Liquid damage
• Improper installation
• Third-party repairs
• Damage caused by misuse or neglect

6.Payment Disputes

If you believe a payment was taken in error:

• Contact us at [email protected]
• We will investigate and respond within 5 working days.

7.Verification

All refunds are subject to verification and compliance checks.

8.Contact Information