Book A Demo

Refund Policy

At SPARK EPoS, our commitment to customer satisfaction is at the core of everything we do. We understand that there may be occasions where our products or services may not fully meet your needs or expectations. In these instances, we offer a fair and transparent refund policy designed to address and resolve any issues in a manner that is both straightforward and customer-focused.

Refunds and Return of the Products

  1. No return or refund will be issued by SPARK EPoS unless the complaints procedure outlined below is followed.
  2. The Software licence fee is strictly non-refundable.
  3. Any returned Products should be packed in the original packaging, with all boxes, leads, discs, adaptors and manuals. SPARK EPoS reserves the right to charge for any damages caused in transit due to poor packaging.
  4. SPARK EPoS Systems and Software sales are excluded from the standard returns policy due to the considerable costs in configuration, personalisation, training and dispatch. These items are strictly non-refundable.
  5. Any money paid to third parties for any modifications made to the Software at the Customer’s request shall also not be refunded to the Customer.
  6. SPARK EPoS will not process a return where any of the following apply: Customer or staff training needs, i.e. where the Customer is not understanding or using the System properly;
    1. the Customer not properly researching or qualifying the purchase;
    2. functions that are not present or work differently than other products available in the market;
    3. compatibility with third-party items/systems;
    4. the Products that have been dispatched, configured, personalised and used;
    5. the Customer shutting down the business or where the Product is surplus to requirements after delivery;
    6. orders that contain bespoke or custom equipment;
    7. operational problems that arise from the Customer’s internet connection / local network or other environment problems that are out of SPARK EPoS’s control;
    8. The customer accidentally damaged the Products after delivery;
    9. The customer or a third party has misused the Products and damaged them;
    10. the Customer or a third party has tried to open or tamper with the Hardware in some way;
    11. The customer no longer requires the Hardware and the Customer has personalised it;
    12. if the item is sold as faulty via SPARK EPoS’s auctions or clearance;
    13. if the item is part of a custom or large order;
    14. the item is not returned in its original packaging;
    15. The customer has not paid the annual Software licence fee; or
    16. The products are not in ‘as new’ condition upon their purchase by the Customer.
  7. SPARK EPoS shall assess the return request by using the following process: SPARK EPoS shall use reasonable endeavours to understand why the Customer feels the Product is ‘unfit for purpose’ and attempt to reasonably resolve any issues when highlighted by the Customer via remote desktop;
    1. SPARK EPoS shall attend the Customer’s business premises if the situation cannot be resolved remotely to perform a site survey and on-site training or repair. This may be subject to a charge; and
    2. once the issue is identified, SPARK EPoS must be given reasonable time to resolve the issue (and with the Customer’s assistance (where applicable) to do so).
  8. The Customer is responsible for the delivery of the Products back to SPARK EPoS at the Customer’s expense, and only after the Products have been checked by an engineer of SPARK EPoS, will any payment be agreed upon and released. Reasonable return costs (at the cheapest available rate) will be refunded by SPARK EPoS when a fault is identified.
  9. Refunds will only be made after reasonable endeavours have been made by SPARK EPoS to resolve the issue.
  10. In the event of a return, refunds, credit notes and exchanges can only be made to the card account or business/person that made the order originally, and these will be processed within 28 days of the item’s return to SPARK EPoS.
  11. For any payments made through a finance company, SPARK EPoS is only able to refund any amounts due via the finance company’s instruction in writing.
  12. Any amounts paid for on-site installations, product imports, support payments, postage, module integrations and repair and labour costs are non-refundable.

Complaints Procedure

  1. SPARK EPoS endeavours to ensure that all Customers are satisfied with their purchase, however, where problems arise the Customer commits to following the complaints procedure in this clause.
  2. If the Customer is not entirely satisfied with the Products and/or Services, the first action should be to contact the SPARK EPoS support team. Contact details are available at Contact Us – SPARK EPoS
  3. If the issue has not been satisfactorily resolved, the customer should then make a written complaint either by email to account@sparkepos.com or by post to: Complaints, SPARK EPoS (NEW APEX Limited), The Catalyst, 3, Helix, Science Square, Newcastle upon Tyne, NE4 5TG.
  4. Written complaints should include full details of the situation and the nature of the Customer’s complaint. Additionally, the Customer should ensure that it provides the best contact details to reach them.
  5. SPARK EPoS will respond to the initial written complaint within two working days, confirming that SPARK EPoS has received the Customer’s complaint and advising the Customer of which SPARK EPoS manager will be managing the resolution.
  6. The assigned manager will endeavour to resolve the Customer’s complaint as quickly as possible, working with the Customer to understand all aspects and come up with a proposed resolution where a fault is identified.
  7. Once the proposed resolution is understood, the assigned manager will write to the Customer documenting the resolution and rationale behind the decision.
  8. Should the Customer still not be happy with the resolution provided, the Customer should contact the assigned manager and notify them that it wishes to escalate the complaint further. No claim will be valid unless the Customer first follows the above process.
  9. All sales are bound by the terms of this Agreement and SPARK EPoS asks that the Customer read the full Agreement before raising a complaint. Please note that whilst the Customer’s statutory rights are not affected, this is a business-to-business transaction, and is therefore not governed by consumer law (such as the Consumer Rights Act 2015).
  10. PLEASE NOTE: SPARK EPoS does not tolerate any abusive, offensive or inappropriate behaviour or intimidation towards its staff. In the event that the Customer does not treat SPARK EPoS’s staff courteously and professionally at all times, SPARK EPoS reserves the right to cease all correspondence with the Customer and provide this as evidence of non-cooperation and bad faith in any subsequent legal proceedings.

Please be aware that SPARK EPoS reserves the right, at our sole discretion, to update, change, or amend any part of our refund policy without prior notice. These changes will take effect immediately and will apply to all transactions and requests made following the update. We encourage our customers to review our refund policy regularly to stay informed about their rights and obligations regarding refunds.

Rest assured, any changes made will be in pursuit of enhancing our services and our commitment to transparency and customer satisfaction.

Image of our Logo, a circle emblem with the text "SPARK" in white

SPARK delivers affordable industry-leading technology, reducing operation costs, achieving greater profitability and enhancing customer experiences through digital solutions.

Twitter Facebook-f Youtube Instagram Linkedin

Resources

About SPARK

Subscribe To Our Newsletter