Terms & Conditions

1.Your agreement and services

Our integrated cloud-based system can support dine-in, takeaway and delivery orders, online ordering and table reservations. Your written sales agreement identifies your selected functions, prices, discount conditions, setup requirements, training and agreed go-live date. A written sales agreement takes priority where it expressly specifies different pricing, features or support arrangements.

Discount conditions, their duration and the price applying afterwards must be agreed in writing before service starts. Setup, installation, website development, training and onsite visits may be separately charged as specified in that agreement. We are a technology provider, not the seller of the restaurant’s food or a bank.

2.Subscriptions, prices and billing

Monthly billing begins on the go-live date confirmed in writing, when the agreed system becomes available for normal business use. Subscriptions are billed monthly in advance and renew on the same date each month (or the last day of a shorter month). Platform rental is invoiced separately by email through our billing system.

The fee covers access to the agreed package, regardless of how much the client chooses to use it. Package reductions require written agreement and take effect from the next billing period. Faulty or unavailable features are addressed separately under our support and Refund Policy.

CROWN EPOS is not currently VAT-registered and does not charge VAT. Hardware and separately commissioned work are payable as agreed in the sales agreement. Deposits are normally non-refundable unless otherwise agreed before work begins; their amount and purpose must be recorded. This does not remove remedies for our failure to deliver or any refund required by law.

3.Payment authorisation, overdue and disputed charges

Within the authorisation given at signup, we may collect or retry due, agreed charges using the payment method the client has authorised. This does not authorise unagreed charges.

Our CMS emails an overdue-payment reminder allowing seven calendar days from the reminder to pay before service suspension. Amounts disputed in good faith will be reviewed before collection of the disputed amount or suspension on that ground. Undisputed charges remain payable.

4.Online payments, transaction fees and payouts

Ryft is our current payment provider. CROWN EPOS holds the main merchant account and restaurants are onboarded as sub-merchants. Ryft processes payments and pays the restaurant’s designated bank account directly; customer sales proceeds do not pass through a CROWN EPOS bank account for onward payment. We cannot change the payout schedule, initiate payouts or pause them under our current arrangement.

Each restaurant’s total transaction-fee rate is disclosed and agreed at signup. It includes CROWN EPOS’s payment-platform charge and underlying processing costs; it is not represented as solely Ryft’s own fee. The rate varies by client and is deducted from customer transactions before settlement. The internal fee split is not a separate client charge. Monthly platform rental is invoiced separately, not included in the transaction statement.

Ryft controls clearing, availability and settlement, including applicable holds, verification and disputes. Displayed payout dates are estimates, subject to provider schedules, bank processing and bank holidays; payout initiation is distinct from receipt in the bank. We do not promise Monday payouts, a fixed three-day bank-arrival deadline or an additional fixed five-day hold. We assist with queries but cannot override the provider’s controls.

Clients can view customer transactions in Ryft’s portal using calendar date filters and through their cloud POS terminal. Monthly transaction statements can be viewed and downloaded from the POS system. We do not prepare weekly statements. Other payment providers, such as Stripe, may be introduced in future following applicable notice and onboarding requirements; this does not mean they are currently used.

5.Customer orders, refunds and chargebacks

The restaurant is responsible for fulfilling its orders and deciding customer refund requests. Order acceptance may be manual or automatic according to its chosen configuration. Authorised restaurant administrators initiate online card refunds through the CROWN EPOS admin system, using our main Ryft account and the restaurant’s sub-account context, without individual CROWN EPOS approval. The POS sales screen itself does not issue card refunds. Unanswered paid online orders may be automatically cancelled and refunded under the configured acceptance-timeout process.

Full and partial refunds are supported up to the remaining refundable amount. On a full refund the full agreed transaction fee is returned to the restaurant; on a partial refund a proportional share is returned. CROWN EPOS adds no refund administration fee. Ryft’s internal treatment of its processing costs is not a separate promise to the client. Refund completion and bank arrival depend on the provider and card issuer. Pending refunds are not confirmation that the customer has received funds.

We notify restaurants of chargebacks by phone, WhatsApp or email and confirm evidence deadlines in writing by WhatsApp or email. Restaurants must provide requested evidence by that deadline to allow submission to Ryft. Missing the provider’s response deadline can result in automatic loss. Ryft’s applicable chargeback charges are passed on without an additional CROWN EPOS administration fee. The provider or card issuer determines the dispute outcome.

6.Client responsibilities

Clients must provide accurate onboarding details, protect account access, ensure responsible staff use and comply with applicable law. They must supply suitable internet, power and compatible equipment; specific requirements are explained before signup.

Clients must check and approve menu prices, descriptions, allergen information, opening hours and supplied content before publication, keep them accurate after launch and promptly request changes they cannot make themselves. They remain responsible for food information and their customer relationships.

Clients must report faults as soon as reasonably practicable after discovery and provide reasonable information and access needed to investigate them. A failure to use a feature is different from a fault preventing its use.

7.Remote support and response times

Unlimited remote technical support is included while the subscription is active. Each restaurant has a dedicated representative; another team member covers urgent requests when that representative is unavailable. Support hours are 09:00–23:00 UK local time every day, including weekends and bank holidays.

Raise an issue by phone, voicemail, WhatsApp voice recording, SMS, WhatsApp text or an online ticket at CROWN EPOS support portal. Any one channel is sufficient; a separate online ticket is not required. If a call is unanswered, leave a message or use another listed channel so the issue is reported.

The response clock starts when the issue is reported through a listed channel during support hours, or at 09:00 the next day for reports outside those hours. It does not wait for staff to create or acknowledge a ticket.

• Urgent: a fault preventing order processing receives an initial response within four support hours. Overnight hours do not count. A report at 22:00 therefore has a response deadline of 12:00 the next day.
• Non-urgent: where trading can continue, an initial response is provided within 48 elapsed hours from the applicable start time. Once started, this clock runs continuously, including nights, weekends and bank holidays.

These are initial-response commitments, not guaranteed resolution times. Urgent faults receive priority investigation and progress updates until resolved; resolution can depend on diagnosis, replacement parts and third parties.

8.Onsite support, warranties and maintenance

Onsite arrangements follow the initial sales agreement. CROWN EPOS covers engineer visits for its system faults and warranty-covered hardware defects that can be repaired onsite. Visits needed because of client-caused issues, such as router changes, damage or misuse, may be chargeable; the call-out fee and known additional costs must be agreed before booking.

New hardware carries a 12-month manufacturing-defect warranty; refurbished hardware carries a three-month manufacturing-defect warranty, from purchase. The warranty excludes damage caused by accidents, liquids, misuse, neglect, improper installation or unauthorised repairs, but does not excuse faults caused by CROWN EPOS. If a covered defect cannot be repaired onsite, return to a repair location may be required; the client may bear postage only where permitted by applicable law and the agreed warranty arrangements. Legal rights are unaffected.

We aim to provide reliable services but do not guarantee uninterrupted or error-free operation. Planned maintenance is notified in advance where reasonably possible and scheduled outside the affected restaurant’s opening hours. Necessary urgent security fixes may proceed without advance notice, with affected clients informed as soon as reasonably practicable.

9.Refunds and service faults

The Refund Policy forms part of these Terms. It distinguishes voluntary cancellation, faulty hardware, service failures, discretionary service credits and customer-order refunds. No voluntary 30-day software money-back period is offered under new agreements. Existing agreed refund promises and applicable legal rights remain protected.

For CROWN EPOS-attributable faults preventing trading, a discretionary credit may be considered based on the affected service’s share of the monthly fee and the eligible outage duration. If a serious service fault remains unresolved after a reasonable opportunity to remedy it, the client may cancel the affected service without the normal notice charge and receive a refund for prepaid, undelivered service, without limiting other applicable rights.

10.Cancellation and service end

Ordinary cancellation requires one calendar month’s written notice, submitted only by email to [email protected] or through CROWN EPOS support portal. Notice starts on receipt, not acknowledgement. Service continues until the effective cancellation date, subject to these Terms. If notice ends partway through a billing period, the final charge is prorated to that date and any excess advance payment is reconciled.

The hosted website and ordering platform go offline on the effective cancellation date. Once cancellation is confirmed, we immediately offer a free data export. The client must instruct us in writing to provide the export or delete the data. Export requests are fulfilled within seven calendar days and before deletion. In the absence of instructions, we send a reminder and delete customer data 30 days after service ends. Where needed, deletion is postponed until a requested export is delivered and the client has seven calendar days to retrieve it. Specific legally required retention is explained and restricted to that purpose.

We may suspend or terminate for misuse, fraud or illegal activity, or non-payment following the reminder and dispute process above. This does not remove applicable data-return obligations.

11.Software, websites, domains and content

Software access is licensed on a non-exclusive, non-transferable basis for the agreed service period. CROWN EPOS retains ownership of websites it designs and develops and does not supply the codebase. These ownership arrangements are disclosed in the initial sales agreement.

Clients retain ownership of the logos, menu text, photographs and other content they supply and authorise its use to provide their service. Domains originally owned by clients remain theirs. Ownership and any transfer charge for domains purchased by CROWN EPOS must be disclosed in the initial sales agreement.

12.Privacy and data processing

The Privacy Policy explains our handling of personal information. Schedule A below governs our processing of restaurant customer data on the client’s behalf. Clients control their customer data and its lawful use. CROWN EPOS does not use that data for its own marketing.

The service currently has no CROWN EPOS backup or recovery facility. Deleted customer data cannot be restored by us. This statement does not exclude our applicable security or legal obligations.

13.Limitation of liability

To the maximum extent permitted by law, we exclude liability for loss of profits, revenue, business interruption or data loss, and for issues caused by third-party services such as payment processors and hosting providers. Our total liability is limited to the amount paid by the client in the previous 30 days.

These exclusions and the cap apply only insofar as lawful and enforceable, including any applicable reasonableness requirement. Nothing excludes or restricts liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability which cannot lawfully be excluded or restricted. Third-party involvement does not itself remove our own non-excludable obligations.

14.Complaints, changes and governing law

Send formal complaints to [email protected] or CROWN EPOS support portal. We acknowledge them within two working days and provide a substantive response within five working days, or explain the further investigation needed. For complaints and refund administration, working days mean Monday–Friday excluding England and Wales bank holidays. Support timings in section 7 are different and include weekends.

Price or material service-term changes require at least one calendar month’s written notice, with an opportunity to cancel before the change takes effect. Publishing new wording does not retrospectively change existing rights or resolve an earlier complaint. New clients accept the applicable policy version at signup. Routine data-processing provider changes follow the separate 14-day notice process in Schedule A, without reducing the notice applicable to a material service change.

These Terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales.

Schedule A — Data-processing agreement

This schedule forms part of the accepted Terms. The restaurant is controller and CROWN EPOS is processor for personal data handled through its cloud POS, ordering and reservation services. We remain a separate controller for our own client-account, billing and complaint administration.

Scope and instructions. Processing covers hosting, storing, retrieving, displaying, transmitting, supporting, exporting, deleting and anonymising data to operate the selected services. It lasts for the service period and the agreed export/deletion period. Data subjects are customers, reservation guests and authorised restaurant staff. Data includes names, contact and delivery details, order and payment-reference information, bookings, party sizes, requests, consent/opt-out records and optional allergy information. The sales agreement and documented client instructions define the selected services and retention schedule.

We process only on documented instructions, including for international transfers, unless applicable law requires otherwise; where legally permitted we inform the client of that requirement beforehand. We inform the client immediately if, in our opinion, an instruction infringes applicable data-protection law. The client is responsible for its lawful basis, notices and any necessary explicit consent for allergy information.

People and security. Authorised personnel are bound by confidentiality and have individual logins. Access is for operation and support on the restaurant’s behalf. We use HTTPS and conduct regular internal security checks. Customer data is not currently encrypted at rest; individual support-access activity logging and a backup/recovery service are not currently provided. We must nevertheless apply and review appropriate technical and organisational measures under Article 32 UK GDPR, having regard to the processing risks; these descriptions do not waive that obligation.

Sub-processors and transfers. The client generally authorises suitable providers needed for the selected service, subject to our written disclosure of the actual providers, functions and processing locations. Relevant services include hosting, SendGrid email delivery, optional Twilio SMS delivery and address lookup using Ideal Postcodes and Google, where they act as processors. Where the client enables SMS, Twilio processes recipient phone numbers, message content and delivery information for order and reservation updates, order verification and fraud prevention. This SMS feature is not used for review requests or promotional messages. Payment providers’ independent legal and regulatory processing is distinguished from sub-processing. We impose equivalent applicable data-protection obligations by contract and remain responsible to the client for our sub-processors’ performance of those obligations. We give at least 14 calendar days’ advance notice of routine additions or replacements, allowing a reasonable data-protection objection before processing starts. We discuss an alternative or other appropriate resolution of an objection before the proposed change. Hosting or access locations must be checked before use; restricted transfers require a valid UK transfer mechanism and any required assessment and safeguards.

Assistance and incidents. We promptly forward customer rights requests to the restaurant and assist it in responding, taking account of the nature of processing. We assist with security, breach assessment/notification, data-protection impact assessments and regulatory consultation as applicable, taking account of information available to us. We notify the restaurant of a personal-data breach without undue delay after becoming aware of it, provide available details and update them as the investigation progresses. The restaurant determines its own controller notification duties.

Accountability. We make information necessary to demonstrate compliance with this schedule available to the client and allow and contribute to audits, including inspections, by the client or its mandated auditor, using arrangements that protect other clients’ information without obstructing required oversight.

Return and deletion. At service end the client chooses return or deletion in writing through the free export process in section 10. We delete remaining copies after the agreed export/retrieval period, or on a valid deletion instruction, unless law requires retention. Without a response, deletion follows a reminder and the 30-day period. Records retained by CROWN EPOS for its separate lawful accounting obligations are limited to what is necessary and are not a reason to retain all restaurant customer records.