Cancel Epos Now: Step-by-Step Guide

How to cancel Epos Now and cut your payment processing costs

Why you should cancel Epos Now

Your decision to cancel Epos Now typically stems from three core issues: rising subscription costs that squeeze your profit margins, platform limitations that no longer serve your business, or the discovery of better value elsewhere in the market.

Small business owners across the United Kingdom frequently find that their initial point-of-sale investment delivers diminishing returns as trading circumstances shift. You may notice that competing systems like Square or SumUp offer comparable functionality at substantially lower cost. Perhaps your trading volume has fallen, or your business has outgrown Epos Now's feature set. Whatever your reason, you have the right to cancel, and Tocancel is here to guide you through the process with clarity and confidence.

The true cost of Epos Now subscriptions

Epos Now's pricing structure combines upfront hardware investment with monthly software fees that accumulate relentlessly. Your monthly subscription tier typically ranges from £49 for essential features to £199 or more for advanced packages that include kitchen display systems and customer relationship management tools. Over 12 months, even modest plans cost over £600 purely in software charges, without factoring in hardware financing or transaction processing fees.

Business owners rarely calculate the full lifetime cost before committing. When you add hardware financing (usually spread across 12 to 36 months), your total financial obligation becomes substantial. Switching to alternatives like Square (from £39 monthly) or SumUp (from £0 for basic features) can deliver genuine savings. This means cancelling Epos Now may be the most practical cost-control decision you make this year.

When better alternatives become obvious

The point-of-sale market has evolved rapidly, and Epos Now no longer dominates on features, pricing, or support. Zettle, Square, and SumUp now deliver comparable capabilities at lower price points, often with more flexible contract terms and responsive customer service. Your business deserves a payment solution that matches both your operational needs and your budget capacity.

Understanding your legal rights when cancelling Epos Now

Your cancellation rights depend on how you purchased Epos Now and what your contract stipulates.

The consumer rights act 2015 and your protections

If you purchased Epos Now as a micro-business (fewer than 10 employees, turnover under £2 million), the Consumer Rights Act 2015 protects you. This legislation requires that any service be delivered with reasonable care and skill, within a reasonable timeframe, and at a fair price. If Epos Now has failed to meet these standards, you may have grounds to cancel without penalty, even outside a cooling-off period.

For distance purchases made online or by phone, you have a statutory 14-day cooling-off period during which you can withdraw without providing any reason. This right applies to software services too, provided you cancel before the service is fully activated on your systems. If you purchased within the last 14 days, you can cancel immediately and claim a full refund, as long as you have not substantially used the service.

Your legal position: you can always cancel; the penalty is a financial consequence, not a barrier to exit.

Contract termination beyond the cooling-off period

Once your 14-day window closes, your cancellation rights depend on your contract's written terms. Most Epos Now agreements lock you into minimum periods of 12, 24, or 36 months. Early termination outside these periods typically triggers penalty charges, usually calculated as remaining fees due on your contract.

However, you retain an absolute right to cancel. The penalty simply reflects what you owe under the contract rather than preventing you from leaving. If Epos Now has breached its obligations by failing to provide adequate service, or if the contract was unfair at the outset, you may have grounds to challenge the penalty through dispute resolution or the courts. Document any service failures you experience, as these strengthen your position if you need to escalate a complaint.

How to cancel Epos Now step by step

You can cancel Epos Now through three distinct methods, each with different timescales and verification requirements.

Cancellation through the Epos Now website or app

The fastest route is typically digital cancellation via your Epos Now account.

1. Log into your Epos Now account using your email and password
   • Go to the official Epos Now login page (eposnow.com or via the app)
   • Enter your registered email address and password
   • If you cannot recall your login details, use the password reset option immediately
2. Navigate to your account settings or subscription management area
   • Look for "Account", "Settings", "Billing", or "Subscription" in the main menu
   • The exact location varies by app version, so check Help if you cannot locate it
3. Find the option to view or manage your active subscription
   • You should see your current plan, billing cycle, and renewal date
   • Look for a "Manage Subscription", "Change Plan", or "Cancel Service" button
4. Select the cancellation option and confirm your intent
   • Epos Now may ask you to confirm your reason or try to offer alternatives
   • Proceed through all confirmation screens until you receive a cancellation reference number
5. Screenshot or save your cancellation confirmation
   • This proves you cancelled on a specific date and is essential for refund disputes
   • Note the reference number and the effective cancellation date
6. Check your email for a formal cancellation notice within 24 to 48 hours
   • Legitimate cancellation should be confirmed by email from Epos Now
   • If you receive no confirmation within two days, contact support to verify status

Cancellation by written notice or post

If you prefer a formal written record, or if digital cancellation fails, send a written cancellation request by post.

1. Prepare a formal letter stating your cancellation request
   • Include your full name, business name, and Epos Now customer account number
   • State clearly: "I wish to cancel my Epos Now service effective immediately" (or your preferred date)
   • Include your current billing address and contact phone number
   • Reference your contract start date if you know it
2. Send the letter by Royal Mail Special Delivery or Recorded Delivery
   • Proof of posting ensures you have evidence of when Epos Now received your request
   • Keep the receipt or proof of delivery certificate
3. Allow 5 to 10 business days for Epos Now to process your cancellation
   • Processing times vary, but written cancellation usually takes longer than digital
   • Once received, Epos Now must acknowledge your request and confirm the cancellation date
4. Follow up with email or phone if you receive no confirmation within 10 days
   • Email Epos Now support with your proof of postage and request written confirmation of cancellation
   • Escalate to Tocancel if Epos Now refuses to confirm your cancellation status

Cancellation via phone or support contact

You can also cancel by calling Epos Now customer support directly, though you must follow up with written confirmation.

1. Locate the Epos Now customer service phone number
   • This is usually on your invoice, contract paperwork, or the Epos Now website
   • Call during business hours (typically 08:00 to 18:00, Monday to Friday)
2. Speak clearly with the support agent and state your full cancellation intent
   • Provide your account number, business name, and registered email address
   • State: "I am cancelling my Epos Now subscription, effective from [your preferred date]"
   • Do not allow the agent to persuade you into alternatives or downgrades unless you genuinely want them
3. Ask the agent for a cancellation reference number and effective date
   • Repeat this information back to confirm accuracy
   • Note the agent's name and the time and date of your call
4. Request a written cancellation confirmation by email
   • The agent should send you a formal confirmation within 24 hours
   • If no email arrives, contact support again and escalate the complaint
5. Keep a record of the call (date, time, agent name, and what was discussed)
   • This evidence protects you if Epos Now later claims your cancellation was invalid

Epos Now pricing and contract costs

Understanding what you currently pay helps you calculate your true cancellation cost and potential savings.

Your total monthly cost for Epos Now typically ranges from £70 to over £280, depending on your chosen tier and whether you are financing hardware. Early cancellation penalties usually equal the remaining subscription fees due under your contract term. For example, cancelling a £99 monthly plan 6 months into a 24-month contract may trigger a penalty of £1,188 (12 months x £99). This is why documenting your reasons for cancellation-poor service, breach of contract, or unaffordable pricing-matters; these grounds can help you challenge the penalty through Tocancel or dispute resolution.

Refunds and what to expect after cancellation

Your refund entitlement depends on when you cancel and whether you qualify under the Consumer Rights Act 2015.

Refunds within the 14-day cooling-off period

If you cancel within 14 days of purchase and have not substantially used the service, Epos Now must refund all payments, including any setup fees or advance subscription charges. Request your refund immediately upon cancellation and allow 14 to 30 days for processing. If Epos Now does not refund you within this window, contact your bank or card provider to dispute the charge and request a chargeback.

Refunds after the cooling-off period

Once your 14-day window closes, refund entitlement depends on your contract and whether Epos Now has breached its obligations. If you are cancelling because Epos Now failed to deliver the service described, you may be entitled to a refund of fees paid since the breach occurred. This is a consumer protection principle, not a contractual right, and Tocancel can help you build this case if needed.

If you cancel for convenience (wanting a cheaper alternative, for example), you typically receive no refund of subscription fees already paid. However, you should receive a pro-rata refund for any advance payment covering periods after your cancellation date. For instance, if your next billing date is in 10 days but you cancel today, Epos Now should refund 10 days of your monthly subscription.

Handling disputed refunds

If Epos Now refuses to refund you and you believe you are entitled, escalate through these steps:

1. Send a formal written request by email with your cancellation reference number and refund calculation
2. Wait 10 business days for a response
3. If Epos Now refuses, file a formal complaint with their complaints department (usually available on their website)
4. If unresolved within 8 weeks, escalate to the Financial Conduct Authority (FCA) dispute resolution service
5. Contact Tocancel for guidance on presenting evidence of breach of contract or unfair terms

Common mistakes when cancelling Epos Now

Cancellation is straightforward when you know the pitfalls, so read this carefully to avoid costly errors.

Not understanding your contract end date

Many business owners assume their contract has ended when their initial commitment period has actually rolled into automatic renewal. Check your paperwork now: your contract likely auto-renews unless you cancel 30 to 60 days before expiry. If you miss this window, you are locked in for another full term. Calculate your exact contract end date and mark it on your calendar immediately. If you have already missed the cancellation window, Tocancel can advise whether Epos Now's renewal terms were fair and whether you can challenge them.

Cancelling without documenting the request

Phone calls and informal messages leave no proof. If you cancel verbally and Epos Now later claims they never received your cancellation, you have no evidence. Always use written methods (digital via the app, email, or registered post) and save screenshots or confirmation numbers. These documents protect you if disputes arise, and they are essential if you need to escalate a complaint through Tocancel.

Failing to secure written confirmation

Epos Now must provide written cancellation confirmation within 24 to 48 hours. If you receive no email after two days, the cancellation may not have been processed. Contact support immediately and request confirmation in writing. Many cancellation disputes arise because neither party has clear proof of when cancellation actually occurred.

Paying penalties you do not owe

Some business owners accept early termination fees without question. However, if Epos Now has breached its service obligations or provided unfair contract terms, you may not owe the full penalty. Before paying, review your invoices for service failures or unexpected charges. If you find breaches, challenge the penalty through Tocancel before settling.

Not checking for ongoing hardware charges

Your subscription may end, but if you financed hardware separately, those charges continue. Review your original purchase agreement and check whether hardware financing is a separate contract. Cancel both simultaneously or you will face surprise bills. Tocancel can help you identify all active charges linked to your account.

What happens after you cancel Epos Now

Your cancellation does not end immediately; you need to manage the transition and verify that all charges have stopped.

Service deactivation timeline

Epos Now typically deactivates your account within 24 to 48 hours of cancellation. Your terminals will stop working, and you will lose access to reporting and customer data. Before your cancellation becomes effective, download all customer transaction history, staff records, and any data you need for accounting or regulatory purposes. Once the account closes, retrieving historical data becomes difficult and may incur additional fees.

Final billing and statement verification

Check your bank or card statement for 30 days after cancellation to confirm no further charges appear. If you see continued charges after your cancellation date, contact Epos Now immediately and request a chargeback from your bank. Keep screenshots of your cancellation confirmation and your statement as evidence.

Transferring to a new payment provider

Plan your switch to a replacement system before cancelling Epos Now. Ensure the new provider can import your customer database, process payments without downtime, and integrate with your accounting software. Most providers (Square, SumUp, Zettle) offer migration support and may waive setup fees for switch customers. Stagger your cancellation so your new system is live before the old one closes.

Retaining customer data and compliance records

Download your full customer list, transaction history, and any records needed for tax compliance before cancellation. Under UK data protection law, you are responsible for your own customer data regardless of your payment provider. Once Epos Now closes your account, retrieving this data can be time-consuming or costly. Ask Epos Now support how to export your data in a standard format (CSV or PDF) and complete this before the cancellation date.

Epos Now versus alternative payment systems

Before cancelling, compare what you gain financially by switching.

Square and SumUp offer the most flexibility: no long-term contracts, lower monthly costs, and the ability to exit without penalty. If cost is your primary driver, these are your strongest alternatives. Zettle by PayPal provides a middle ground: reasonable pricing with complete contract flexibility. When calculating your true savings, factor in your early termination penalty with Epos Now, not just the difference in monthly fees. A switch to SumUp at £50 monthly (versus Epos Now at £99) saves you only £588 per year, but if your Epos Now penalty is £1,200, your net saving in year one drops to negative £612. However, in year two and beyond, you save money and gain flexibility Tocancel supports your right to make this choice based on your own circumstances.

Escalating complaints if Epos Now refuses to cancel

Occasionally, a business owner encounters resistance to cancellation. You have legal remedies.

Your rights if cancellation is denied

Epos Now cannot refuse to cancel your service. Your contract always includes a termination clause, even if it imposes a penalty. If Epos Now claims your cancellation is invalid, ask for their written reason. Common invalid reasons include: "you have not given 30 days notice" (you are still entitled to cancel; the penalty applies), "your contract auto-renewed" (you can still cancel and dispute the unfair renewal terms), or "you have outstanding invoices" (payment disputes do not block cancellation, though Epos Now may pursue you for the debt separately).

If Epos Now refuses to acknowledge your cancellation, escalate immediately.

Formal complaint and dispute resolution

1. Send a formal written complaint to Epos Now's complaints department, citing your cancellation reference number and the date you submitted your cancellation request
2. Reference the Consumer Rights Act 2015 and state: "I am entitled to cancel my contract. Please confirm the cancellation date and issue written confirmation within 5 business days"
3. Allow 8 weeks for Epos Now's response. If they refuse, escalate to the Financial Conduct Authority's dispute resolution service (contact details at fca.org.uk)
4. Contact Tocancel with your evidence: screenshots, emails, and proof of postage. Tocancel has helped thousands of consumers cancel problematic services and can advise on your next steps

Chargeback as a final option

If Epos Now continues charging you after your cancellation date, your bank or card provider can dispute the charges (called a chargeback). Provide your bank with your cancellation confirmation and evidence that charges continued. Most chargebacks succeed when the merchant cannot prove you authorized the post-cancellation charges. This is your final legal protection and should be used only after other routes have failed.

Tocancel address and cancellation checklist

Use this checklist to ensure your cancellation is complete and you are protected.

Final steps and key takeaways

Cancelling Epos Now is your right, whether you are exiting within the 14-day cooling-off period or serving notice at the end of your contract term. You may face a penalty for early termination, but this is a financial consequence, not a barrier to cancellation. Review your contract, use a documented cancellation method (digital confirmation or registered post), and follow up with written requests until you receive formal acknowledgement from Epos Now.

Your consumer protections under the Consumer Rights Act 2015 empower you to challenge unfair terms or breaches of service. If Epos Now has failed to deliver the level of service promised, or if your contract terms are unreasonable, you may not owe the full early termination penalty. Download your data before cancellation, monitor your bank statements for 30 days afterward, and escalate through Tocancel if you encounter resistance.

Tocancel has helped thousands of consumers cancel services that no longer serve their needs. Whether your issue is cost, functionality, or poor customer support, Tocancel offers guidance on your contractual rights and the most effective cancellation strategy. Visit Tocancel (tocancel.com) to explore your options, access cancellation templates, and connect with support if Epos Now refuses to process your request. Your decision to cancel is informed, documented, and protected by law. Take action today and reclaim control of your payment processing costs.