Cancel Epos Now: Your Step-by-Step Guide

How to cancel Epos Now in australia and avoid early termination fees

Why you might want to cancel Epos Now

Epos Now is a point-of-sale and business management platform designed for retail and hospitality businesses across Australia. You access software for inventory tracking, staff management and reporting, plus hardware such as card terminals and receipt printers, all bundled into subscription plans. Most customers pay a base software subscription starting around A$39 per month, hardware rental from A$60.50 (including GST) per month, and additional merchant transaction fees on top.

The total cost mounts quickly. Over 24 months, a small business might spend A$2,400 to A$3,600 or more, depending on transaction volumes and hardware choices. If your business is not seeing return on that investment-whether due to reliability issues, missing features, poor support, or simply tighter profit margins-cancellation becomes a sensible financial decision.

Common reasons for cancellation

Three patterns dominate Epos Now exit requests. First, cost pressure: as margins tighten, business owners audit every recurring expense and find Epos Now no longer fits the budget. Second, unreliable service or poor feature fit: customers report system downtime, missing functionality your business needs, or support responses that do not meet your expectations. Third, contract surprise: unexpected renewal terms, hidden fees, or confusing cancellation clauses leave you feeling trapped.

Whatever your reason, your rights as an Australian consumer are clear-and they may be stronger than Epos Now's terms suggest.

When cancellation makes financial sense

Before you commit to exit, calculate your true cost of ownership. Add your monthly software subscription plus hardware rental plus average monthly transaction fees, then multiply by the remaining months on your contract. Compare that total to alternative POS providers or a one-time hardware purchase with lower-cost software licensing. If the gap is material-say 15 to 20 percent or more over your contract period-cancellation and switching is a rational business move.

Tocancel recommends doing this maths before you contact Epos Now, because it gives you a clear negotiating position if the company tries to convince you to stay.

Your consumer rights under australian law

Cancelling a subscription is not just a contractual matter. Australian Consumer Law gives you specific protections that can override what Epos Now's terms say, and understanding those rights puts you in control.

Unfair contract terms and the australian consumer law

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 penalises 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.

Your legal position: if a contract term would cause you significant detriment and is not transparent, the Australian Competition and Consumer Commission (ACCC) can rule it unfair. If Epos Now prevents refunds for services not delivered or imposes termination fees that far exceed the company's reasonable losses, you can raise this with the ACCC.

The 14-day cooling-off right

If you signed up for Epos Now online or at a distance (not face-to-face), you 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. During this window, you can cancel and receive a full refund, provided you have not made substantial use of the service.

What counts as substantial use? Processing a handful of test transactions or accessing the reporting dashboard briefly will not disqualify you. Processing dozens of live transactions or relying on the system for your core operations likely will. If you are within 14 days and have barely used Epos Now, you have a straightforward refund right-exercise it now.

Fixed-term contracts and notice periods

If you signed a fixed-term contract (12, 24, or 36 months), Epos Now requires a minimum of two months' written notice before your contract end date to cancel at that date. If you do not provide two months' notice, your agreement automatically continues month-to-month unless Epos Now terminates it. This is not negotiable under their standard terms, but it is not unfair either-provided the notice period is clear in your contract.

Hardware as a Service (HaaS) subscriptions have a shorter notice window: 30 days. This means you can exit your hardware rental with 30 days' written notice, even if your software contract continues.

Your legal position: Epos Now is entitled to enforce these notice periods as long as they are clearly stated in your contract and the terms are not unfair. However, if your contract does not clearly spell out the notice period or termination conditions, the ACCC may view those terms as unfair under Australian Consumer Law.

How to cancel Epos Now step by step

Cancelling Epos Now requires written notice sent to the correct contact point, and you must allow time for processing. Follow this process to protect your rights and create a clear record.

Step 1: check your contract and calculate your notice period

1. Log in to your Epos Now account or retrieve your contract from your email.
2. Identify your contract end date and any fixed-term period (12, 24, or 36 months).
   • If you are within 14 days of signup and have made minimal use, you may invoke your cooling-off right instead-go to the "Cooling-off refunds" section below.
3. Note the required notice period: two months for software, 30 days for hardware-only subscriptions.
4. Calculate the date by which you must submit written notice to cancel on your contract end date.

For example: if your contract ends on 30 June 2024, you must submit written notice by 30 April 2024 to cancel without automatic renewal.

Step 2: prepare your written cancellation notice

1. Open a new email or document and draft a formal cancellation letter with:
   • Your business name and Epos Now account number
   • The date you are writing
   • A clear statement: "I request cancellation of my Epos Now subscription effective [contract end date]"
   • Your contract end date
   • Your preferred final invoice date
   • A request for written confirmation of cancellation
2. Keep the tone professional and factual-do not air grievances or threats, as this can delay processing.
3. Save or print a copy for your records before sending.

Step 3: send your notice to the correct address

1. Contact Epos Now support via their website or account portal to confirm the current cancellation email address.
   • Do not rely on a general support email; confirm the designated cancellation contact.
2. Send your cancellation notice via email marked "SENT" (with read receipt enabled if possible).
   • Email creates a time-stamped record that meets the "written notice" requirement under Australian law.
3. In the subject line, write: "Cancellation request for [your account number]".
4. Wait for Epos Now to reply with written confirmation of your cancellation request within 5 to 7 business days.

Step 4: follow up and document confirmation

1. If you do not receive confirmation within 7 days, send a follow-up email restating your cancellation request and noting the date of your original notice.
2. Request written confirmation that Epos Now has received and accepted your cancellation notice.
3. Save all emails, payment records, and correspondence in a dedicated folder-you will need these if a dispute arises.
4. Confirm that no further charges appear on your account after the agreed cancellation date.

Tocancel advises keeping a spreadsheet of important dates: when you sent notice, when they confirmed it, and when your subscription ends. This paper trail protects you if Epos Now later disputes your cancellation.

Cooling-off refunds and your right to change your mind

If you signed up within the last 14 days and barely used Epos Now, you have a stronger right than waiting for contract end.

How to invoke your cooling-off right

Within 14 calendar days of signing your contract (or receiving your first invoice, whichever is later), you can cancel without citing a reason and receive a full refund. To do this, send an email to Epos Now stating: "I am exercising my right to cancel under the 14-day cooling-off period for distance contracts under the Australian Consumer Law. I request a full refund of all fees paid."

Include your account number, the date you signed up, and the date of your request. Epos Now must refund you within 14 days of receiving your cancellation notice, minus only any fees for services you actually used (such as merchant fees for transactions processed).

When the 14-day window closes

Once you have used Epos Now substantially-typically after processing multiple live transactions or configuring it extensively for your business-your cooling-off right expires and you must follow the standard two-month cancellation process. If you are past 14 days, move to the step-by-step cancellation process above.

Tocancel emphasises that the cooling-off right exists specifically to protect you if you signed up online and changed your mind. Use it if you qualify-it is faster and simpler than a standard cancellation.

Refunds, final payments and what to expect after cancellation

Understanding what happens to your money and data after cancellation removes uncertainty and helps you plan your business transition.

Refund eligibility and timelines

Epos Now will not refund advance payments for future months unless you cancel within the 14-day cooling-off period or your contract allows early termination without penalty. If you are cancelling at the end of your fixed term (after providing two months' notice), you should owe nothing further. Any prepaid fees for software you no longer use should be returned within 14 days of your cancellation date.

If Epos Now refuses to refund advance payments or continues charging after your cancellation date, you have grounds to dispute it with your bank (chargeback) or escalate to the ACCC. Document every charge and every promise in writing.

Final invoice and settlement

1. Confirm the exact date your subscription ends with Epos Now in writing.
2. Check your final invoice carefully: it should cover only services delivered up to that date.
3. Challenge any charges dated after your cancellation date.
4. Keep receipts and statements for 12 months in case a dispute arises.

Data access and export

Before cancellation takes effect, download or export all your transaction history, customer records, and reports from Epos Now. Once your account closes, you may lose access to historical data. Request a data export in writing at the same time you submit your cancellation notice, and ask for confirmation that you will retain access until your subscription ends.

If Epos Now denies you access to your own business data after cancellation, this may violate Australian Consumer Law protections around unfair contract terms. Contact the ACCC or seek legal advice if this happens.

Pricing breakdown and cost comparison

Understanding what you are paying for helps you evaluate whether cancellation is the right choice and what alternatives cost.

This table shows why tight margins push business owners to shop around. If a competitor offers a lower transaction fee or a one-time hardware purchase, the math might favour switching.

Common mistakes when cancelling Epos Now

Cancellation can feel stressful, especially if you have been frustrated with the service. Avoid these pitfalls to protect yourself.

Mistake 1: missing the notice deadline

If your contract requires two months' notice and you send it one month before end-of-term, Epos Now will treat your cancellation as applying to the following month-to-month renewal period. This locks you in for another one to two months. Always send notice well ahead of the deadline-aim for three months early if possible.

Mistake 2: sending notice via phone or chat only

A phone call or chat support conversation does not create a time-stamped written record. Even if a support agent says "yes, we will cancel you," Epos Now can claim it never received the request. Always submit cancellation notice in writing via email to the designated contact address.

Mistake 3: continuing to use Epos Now after cancellation

If you cancel and then continue processing transactions on the system, Epos Now may argue you abandoned the cancellation or that you incurred additional charges. Stop using the system once your cancellation is confirmed, and plan your transition to an alternative POS beforehand.

Mistake 4: not checking for automatic renewal

Many month-to-month subscriptions auto-renew unless you explicitly cancel. If you do not cancel before your renewal date, you have locked in another month of fees. Check your account settings and confirm the cancellation date is in the system.

Tocancel has helped thousands of consumers avoid these mistakes by creating a cancellation checklist before they hit send. Use one-it costs nothing and saves time and money.

Your cancellation checklist

Before you submit your notice, tick off this list to ensure you are ready.

• [ ] I have retrieved my contract and identified the contract end date
• [ ] I have calculated the notice deadline (two months before end-of-term for software)
• [ ] I have downloaded all transaction history and reports from my Epos Now account
• [ ] I have confirmed the correct cancellation email address by contacting support
• [ ] I have drafted a written cancellation notice including my account number and contract end date
• [ ] I have copied the notice to a file for my records
• [ ] I will send the notice via email with read receipt enabled
• [ ] I will follow up if I do not receive confirmation within 7 days
• [ ] I have arranged an alternative POS system before cancellation takes effect
• [ ] I will monitor my bank statement for any charges after the cancellation date

Tocancel recommends printing this list and ticking boxes as you go. It keeps you organised and gives you a second chance to catch mistakes before they cost you money.

After cancellation: what to do next

Cancellation is just the start. Your next steps will determine how smoothly your business transitions to a new POS system and whether you recover any refunds.

Monitor your account and charges

For 30 days after your cancellation date, check your bank statement or credit card transactions weekly. If Epos Now continues charging, dispute it immediately with your bank and send a written complaint to Epos Now stating the charge is unauthorised. Keep a record of every communication.

Request and keep your final invoice

Ask Epos Now to send your final invoice covering services only up to your cancellation date. If it includes charges after that date, challenge it in writing and ask for a credit. If Epos Now refuses, escalate to the ACCC or your state-based consumer protection authority.

Evaluate alternative POS systems

Before you cancel, research alternatives such as Square, Lightspeed, or local Australian providers. Compare their pricing, contract terms (watch for auto-renewal clauses), and hardware costs. If an alternative offers transparent pricing and a shorter exit window, your switching cost is lower and your future flexibility higher.

Keep records for 12 months

Retain copies of your contract, cancellation notice, confirmation emails, and final invoice for 12 months. If a billing dispute arises or Epos Now attempts to collect unpaid fees, these documents are your proof that you cancelled on time and in writing.

Tocancel recommends scanning key documents and storing them in a cloud folder (Google Drive, OneDrive) so you have access even if your email account is deleted or hacked.

Escalation: what to do if Epos Now refuses to cancel

If Epos Now ignores your cancellation notice, continues charging you, or claims your notice did not meet their requirements, you have formal remedies.

Step 1: send a formal complaint

Email Epos Now's complaints department (ask support for the address) with a detailed letter stating: the date you submitted your cancellation notice, the content of that notice, the date you expected it to take effect, and any charges incurred after that date. Request a written response within 10 business days.

Step 2: escalate to the ACCC if needed

If Epos Now does not respond within 10 days or refuses to cancel despite your valid notice, lodge a complaint with the Australian Competition and Consumer Commission (ACCC) at accc.gov.au. The ACCC can investigate whether Epos Now's conduct breaches Australian Consumer Law and issue orders to refund you or cancel your contract.

Your legal position: the ACCC has the authority to rule that Epos Now's contract terms are unfair, that its conduct is misleading or deceptive, or that it has engaged in unconscionable conduct. A complaint triggers a formal investigation and may result in compensation for you.

Step 3: chargeback with your bank

If Epos Now continues charging after you have notified them of cancellation, contact your bank and dispute the charges. Explain that you cancelled the subscription in writing but unauthorised charges continue. Your bank can dispute these transactions and may reverse them within 90 days, returning the funds to your account.

Step 4: seek legal advice

If the amount in dispute is material (more than A$500), contact a consumer law lawyer or your state-based consumer protection authority (in Victoria, the Consumer Affairs Victoria; in New South Wales, Fair Work Ombudsman's consumer section, etc.). Many offer free initial advice and can send a formal letter on your behalf, which often prompts immediate resolution.

Tocancel recommends escalating in order: complaint to Epos Now, then ACCC, then bank dispute, then legal counsel. Most cases resolve at the ACCC stage once the company realises a formal investigation is underway.

Summary and your next steps

Cancelling Epos Now is not difficult if you follow the written notice process and meet the notice deadlines. Australian Consumer Law protects you against unfair contract terms and gives you a cooling-off right if you signed up recently. You have the power to exit-the key is submitting your notice in writing, on time, and keeping proof that you did.

Tocancel has helped thousands of Australian business owners cancel point-of-sale and software subscriptions without surprise fees or continued billing. Visit Tocancel to find cancellation guides for over 500 Australian services, plus tools to track your cancellation dates and receive reminders before auto-renewal. If you have cancelled Epos Now or another service and need support with a billing dispute or complaint escalation, Tocancel offers resources and links to the relevant consumer authorities-use them to protect your business.

Contact information for escalation

Australian Competition and Consumer Commission (ACCC)
Online complaints: accc.gov.au
Phone: 1300 302 502
Email: [email protected]

Your state consumer protection authority:
Victoria: Consumer Affairs Victoria (consumer.vic.gov.au)
New South Wales: Fair Work Ombudsman (fairwork.gov.au)
Queensland: Queensland Office of Fair Trading (qld.gov.au/fair-trading)
Western Australia: Department of Mines, Industry Regulation and Safety (dmirs.wa.gov.au)

If you are unable to resolve your cancellation dispute with Epos Now directly, one of these authorities can intervene on your behalf at no cost.