Terms & Conditions
Terms and Conditions
The Better Price Merchant Suppliers website is owned and operated by: Better Price Ltd.
Our Registered Office details are as follows:
Better Price Ltd
35-37 Ludgate Hill
0161 284 2831:
Vat Number:173 8022 14
1.Parties to the contract:
1.1.“Customer” is the person who accepts a quotation of the Company for the sale of the Goods or whose order for the Goods
is accepted by the Company. The customer is responsible for reading and agreeing our terms and conditions as they will
form the basis of the contract of purchase and service agreement.
1.2.“The Company” Better Price Merchant Services. Better Price are responsible for providing a purchase and service that meets the
agreements within the terms and conditions. Our registered office is Better Price LTD, Office 7 35-37 Ludgate Hill London EC4M 7JN
Our company registration number is 08629343
2.Choosing a product from Better Price Merchant Services:
2.1.The Company shall provide information about our products and services to help inform the basis of the purchase.
2.2.If requested by the Customer, the Company may provide a full demo of our software free of charge if the customer desires
to help inform the customer of the purchase.
2.3.It is the responsibility of the customer entirely to ensure that the hardware and software products they are purchasing meet
2.4.The Company will provide a written quotation on request. This quotation is a guideline price and does not form the basis of
any contract between the Customer and the Company.
2.5.Any advice or recommendation given by the Company or its employees or agents to the Customer or its employees or
agents as to the storage, application or use of the Goods which is not confirmed in writing by the Company is followed or
acted upon at the Customer’s own risk, and accordingly the Company shall not be liable for any such advice or
recommendation which is not so confirmed.
2.6.Any typographical, clerical or other error or omission in any sales literature, quotation, price list, acceptance of offer,
invoice, website or other document or information issued by the Company shall be subject to correction without any liability
on the part of the Company.
3.Purchasing a product from Better Price Merchant Services:
3.1.These Terms and Conditions are available on our website.
3.2.It is the customer’s responsibility to read and agree to the terms and conditions prior to making payment.
3.3.All product pricing is provided in "good faith". Written quotations will usually be valid for 30 calendar days from issue,
however, some offers and discounts are subject to shortened timeframes. Where this is the case, the customer will be
advised by Better Price Merchant Services employees and/or in Better Price Merchant Services sales literature.
3.4.All prices quotes are ex VAT. Where VAT should be paid, this will be added on the invoice before payment is received.
3.5.Once a payment is received the contract between Better Price Merchant Services and the Customer is in force.
3.6.Better Price Merchant Services may record phone calls for training purposes.
4.1.Our hardware and software require a reliable and robust connection to the internet to take advantage of all of the online features and benefits.
4.2.It is the customer’s responsibility to ensure that they have an appropriate internet connection in place prior to installation
and to also ensure that the internet connection is maintained correctly.
4.3.Our recommended internet speeds are a minimum 7Mbps download speed and 0.6Mbps upload speed.
4.4.Internet speeds and consistencies can be checked by using internet speed test websites or contact your internet service provider.
4.5.Whilst Better Price Merchant Services employees may provide advice and an indication of the suitability of the Customer’s
internet connection, it remains the Customer’s responsibility to ensure they have a suitable internet connection both before
and after an order is placed.
4.6.Better Price Merchant Services cannot be responsible for any slow responses to our system that is caused by poor internet connection.
5.Hardware without upfront costs:
5.1.Better Price Merchant Services offers some services where we supply hardware and/or software solutions, without any upfront
cost, but instead with a monthly fee. This includes, but isn't limited to, Epos Software and Hardware.
5.2.These services have a fee, which is charged monthly, with a minimum contract length of 12 calendar months.
5.3.The customer will be advised of the monthly fee at the time of purchase.
5.4.If the customer cancels the contract within the initial minimum contract length, they must pay remaining balance, which is
calculated by multiplying the number of months outstanding by the monthly fee.
5.5.After 36/48 calendar months, the contract automatically becomes a rolling contract, with the monthly fee remaining the
same. Either party can cancel the contract at any time, by giving 30 days notice.
5.6.The Customer is at all times responsible for ensuring timely payments to avoid default charges. Better Price Merchant Services
will charge £10 (ex vat) for each day that payment is overdue.
5.7.The Customer holds Better Price Merchant Services harmless against any defaults or claims arising out of use of the equipment.
6.1.Better Price Merchant Services offers two optional Support Plans: Standard Support and Premium Support.
6. 2.Customers can upgrade to a Support Plan at any time either through the Back Office of the Better Price Merchant Services
Software using their login credentials, or by contacting Better Price Merchant Services.
6.3.By signing up to a Support Plan the Customer is agreeing to these terms and conditions.
6.4.All Support Plans are a contract for one calendar year.
6.5.When the Customer signs up for a Support Plan they can choose whether to pay annually or monthly. Payments are
required in advance.
7.Monthly Payments of any Support Plan:
4.1.Where the Customer chooses to pay monthly they must provide recurring payment details either through direct debit or a credit or debit card
4.2.Monthly payments are due each month, on the same day of the month the plan was purchased.
4.3.Better Price Merchant Services will attempt, through their payment providers, to take the payment each month. Where payments
fail Better Price Merchant Services will attempt to take the payment again.
4.4.If a payment fails Better Price Merchant Services retains the right to restrict access to the Better Price Merchant Services software
for all of the Customer’s licenses, locations and devices until payments continue, and missed payments are received in full.
4.5.If the customer wishes to cancel their Support Plan mid-way through the one-year contract they will be liable to pay a charge
calculated by multiplying the number of months remaining on the contract by their monthly payment.
8.1.Customers may choose to upgrade from Standard Support to Premium Support.
8.2.If the customer is already part-way into a Standard Support contract this existing contract will be cancelled and replaced by
the Premium Support contract.
8.3.Where the customer paid annually for a Standard Support plan the pro-rata remains of this payment will be discounted from
the Premium Support plan’s payment.
8.4.The Premium Support contract lasts one year from date of taking out Premium Support
9.Renewal & Cancellation:
9.1.After one year the customer’s contract will automatically renew for another year unless the Customer advises Better Price
Merchant Services before the renewal date that they do not wish it to renew.
9.2.The customer has a 30 day cooling-off period after the automatic renewal date in which to notify Better Price Merchant Services
that they do not wish to continue on Support, Better Price Merchant Services will cancel the contract with no penalty to the Customer.
9.3.To continue to use the Better Price Merchant Services software after cancellation the Customer must either pay the Annual
License Fee or sign up to another Support Plan.
9.4.Better Price Merchant Services may also choose to end the contract if:
9.4.1. The Customer does not pay the charges when they are due.
9.4.2. The Customer breaks this agreement and/or a related agreement in any other material way and you don’t correct the
situation within 7 days of us asking you to do so.
9.4.3. We reasonably believe that you are infringing or have infringed our rights or the rights of a third party.
9.4.4. The Customer are the subject of a bankruptcy order, or become insolvent, or make any arrangement with or for the benefit of creditors.
9.4.5. Better Price Merchant Services discontinues this product.
9.5.Where Better Price Merchant Services ends this contract they will give at least 30 days’ notice.
10.Standard Support includes:
10.1.Access to the Better Price Merchant Services Support Team during office hours (Monday-Saturday 9am-5.30pm UK time excluding public holidays).
10.2.The Annual License fee (i.e. the Customer does not need to pay the Annual License fee)
10.3.Remote technical and support from our UK call centre.
10.6.Encrypted backup of transaction data.
10.7.Warranty upgraded from “Return to Base”
10.8.Remote training for all staff
11.Delivery of purchase:
11.1.Free delivery is offered on all orders over £150.00 (excluding VAT) to the UK only. For all UK orders below this amount, a
fee of £5.95 (plus VAT) is charged during the checkout process.
11.2.Whilst Better Price Merchant Services take every care to ensure the packaging prevents any damage in transit, it is the
Customer’s responsibility to check the products before they accept them at time of delivery.
11.3.In the rare occasion that a product is faulty or damaged on arrival we will provide a replacement product.
Better Price Merchant Services must be notified of any faults or damages on the day of delivery.
11.4.Whilst Better Price Merchant Services shall use reasonable commercial endeavours to deliver the goods by the date specified
on the customer's order, it shall not be liable for the delay in delivery from any cause whatsoever and howsoever arising.
11.5.All deliveries must be signed for. Our third party supplier may notify you by email and text message when you should expect the delivery. It is the
responsibility of the customer to provide Better Price Merchant Serviceswith the correct address, email and mobile number to make the most of this service.
11.6.It is the responsibility of the customer to have an appropriate person available to sign for the delivery. Better Price Merchant
Servicesare not responsible for any deliveries that cannot be made due to no access to the property.
11.7.We recommend that you keep the original packaging. In case the product needs to be returned for repair, original packaging may provide a better
protection for the product during transportation. If an item is damaged in transit due to poor packaging by the customer then we reserve the right to charge for this.
12.Better Price Merchant Services Hardware Warranty:
12.1.Any new hardware purchased directly from Better Price Merchant Services with our support plan will includewarranty against
manufacturing defect for the period of one year from the date of delivery of the goods. This is the “Limited Warranty” period for this product.
12.2.Any refurbished product purchased directly from Better Price Merchant Servicesis warranted against manufacturing defect for
the period of 90 days from the date of delivery of the goods, unless sold as “like new” where it will have a period of one year
from the date of delivery of the goods. This is the “Limited Warranty” period for this product.
12.3.Customers may choose to purchase an Extended Warranty within the Limited Warranty period. This Extended Warranty confers the
same rights as the Limited Warranty, merely extended to three years from date of original delivery of the goods.
12.4.d. Exclusions from this Warranty
12.4.1.Any "third-party hardware" is not covered by a warranty from Better Price Merchant Services. Third-party hardware is an hardware not
manufactured by Better Price Merchant Services, or any hardware which is not branded as "Better Price Merchant Services".
12.4.2.The warranty does not apply to the software and customer induced damages or circumstances, such as but not limited to:
12.4.3.The product has been tampered with, repaired and/or modified by non-authorised personnel;
12.4.4.The warranty seals have been broken or altered;
12.4.6.Damage (accidental or other) to the product that is cosmetic, meaning damage that does not impact the operation and functioning of the
product, such as but without limitation to rust, change in colour, texture or finish, wear and tear, gradual deterioration;
12.4.7.Damage to the product caused by war, terrorism, fire, accident, natural disasters, intentional or accidental misuse, abuse, neglect or
improper maintenance, use under abnormal conditions, accidental drops, spills, or power surges:
12.4.8.Damage to the solution caused by improper installation, connection or malfunction of a peripheral device such as a printer, optical drive,
network card, or USB devices
12.4.9.Damage to the product through neglect to protect the hardware from viruses
12.4.10. Damage to the product caused by an external electrical fault or any accident
12.4.11. Fraud, theft unexplained disappearance or wilful acts:
12.4.12. Liquid/fluid damage or contamination of any kind
12.4.13. Damage caused by user error such as malware, uninstallation, other programs, mistreatment or any software
problems that are caused by use of anything other than Better Price Merchant Services software
12.5. Covering a Product Under Warranty
12.5.1. If a customer believes their product to have fault that is covered by their warranty they must report the issue to Better Price
Merchant Services within the warranty period and at their expense return the item to Better Price Merchant Services.
12.5.2. Within 28 days of receiving the goods Better Price Merchant Services will examine the device and if covered by the
warranty will, and at Better Price Merchant Services’s discretion, either:
18.104.22.168. Replace the product with one of similar performance and capabilities
22.214.171.124. If a device fails outside of the first 30 days of original purchase, Better Price Merchant Services retains the right to
replace or repair the product with refurbished or remanufactured parts.
126.96.36.199. Repair and return the product
12.6. Out of Warranty products
12.6.1. If Better Price Merchant Services determines your product is outside of the limited warranty we will, at the Customer’s
request, prepare a quote for repair or replacement.
12.6.2. The customer can choose to pay for the repair or replacement or to have their original equipment returned (at their expense).
12.7. Replacement products
12.7.1. Where Better Price Merchant Services replaces or repairs a product under warranty, or as a chargeable out of warranty
service, the repaired or replacement product inherits the remaining days of warranty from the original product.
12.7.2. If the original product has less than 30 calendar days of warranty remaining the replacement or repaired product will
receive a warranty of 30 calendar days.
12.8. Dead on arrival
12.8.1. If a new device fails within the first 30 days of original purchase, and is covered by a warranty, Better Price Merchant
Services will replace the device with another new product, at Better Price Merchant Services’s expense.
13. Refunds and return of goods:
13.1. No return or refund will be issued unless the Complaints Procedure outline in these Terms and Conditions is followed.
13.2. Any returned goods should be packed in the original packaging. Better Price Merchant Services reserve the right to
charge or any damages caused in transit due to poor packaging.
13.3. 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’.
13.4. Where a product has been opened, or it is a EPOS system or software, Better Price Merchant Services will only accept a return of
equipment if the system is deemed ‘not fit for purpose’ upon receipt of the goods and this must be agreed by both parties.
13.5. We cannot process a return based on the following:
13.5.1. Customer or staff training needs, not understanding or using the system properly
13.5.2. Customer not properly researching or qualifying the purchase
13.5.3. Functions that are not present or work differently than other products available in the market
13.5.4. Compatibility with third party items/systems
13.5.5. EPoS systems that has been dispatched, configured, personalised and used
13.5.6. Customer shutting down the business / product surplus to requirements after delivery
13.5.7. Orders that contain bespoke or custom equipment
13.5.8. Operational problems that arise from a customer’s internet connection or other environment problems that are out of our control
13.5.9. You have accidentally damaged the item after delivery
13.5.10. Misused the item and damaged it
13.5.11. Tried to open or tamper with the unit in some way
13.5.12. You no longer require the equipment and you have personalised it
13.5.13. If the item is sold as faulty via our auctions/clearance
13.5.14. The item is part of a custom or large order
13.5.15. Item is not returned in its original packaging
13.5.16. The goods are not in 'as new' condition.
13.5.17. Any equipment damaged may be charged at full cost.
13.6. We must diagnose the return request this by this following process:
13.6.1. Understand why the customer feels the product is ‘unfit for purpose’ attempt to reasonably resolve any issues when
highlighted by the customer via remote desktop.
13.6.2. Attend the customer’s business premises if the situation cannot be resolved remotely to perform a site survey and
onsite training or repair. This may be subject to a charge.
13.6.3. Once the issue is identified we must be given reasonable time to resolve the issue and assistance to do so.
13.7. Monies paid to third parties for any modifications made to the software at the customer’s request shall also not be refunded
13.8. If you decide to return the item(s), we require it to be returned to us in the original packaging, with all boxes,
leads, discs, adaptors and manuals.
13.9. The customer is responsible for the delivery of the goods to Better Price Merchant Services at customer expense, and only after the
goods has been checked by an engineer of Better Price Merchant Services, will any payment be agreed upon and released. The
goods must be received in original packaging as the goods were originally dispatched, otherwise a return cannot be processed.
13.10. Refunds may only be made after all endeavours have been made by Better Price Merchant Services to resolve the issue.
13.11. 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, these will be processed within 28 days of return.
13.12. For any payments made through a finance company, we would only be able to refund any amounts due via their
instruction in writing.
13.13. Any amounts paid for onsite installations, product imports, support payments, postage, module integrations and
repair and labour cost are non-refundable.
13.14. Any collection made outside of a UK address may occur additional cost payable by the customer.
14. Complaints Procedure:
14.1. Better Price Merchant Services endeavours to ensure that all customers are satisfied with their purchase, however,
where problems arise the Customer commits to following this Complains Procedure.
14.2. If the Customer is not entirely satisfied with our products or services their first action should be to contact the
Support Team. Contact details are available at www.Better Price.co.uk
14.3. If the issue has not been satisfactorily resolved the Customer should then make a written complaint either by
email to firstname.lastname@example.org or by post to: Complaints, Better Price Merchant Services, Better Price Ltd Office 7 35-37 Ludgate Hill London EC4M 7JN,
14.4. Written complaints should include full details of the situation, and the nature of your complaint. Additionally, please
provide the best contact details to reach you on.
14.5. Better Price Merchant Services will respond to the initial written complaint 48 working hours, confirming that we have received your
complaint, and advising you of which Better Price Merchant Services Manager will be managing the resolution for you.
14.6. The Assigned Manager will endeavour to resolve your complaint as quickly as possible, working with you to
understand all aspects and come up with a proposed resolution.
14.7. Once the proposed resolution is understood, the Assigned Manager will write to you documenting the resolution
and rationale behind the decision.
14.8. Should you still not be happy with the resolution provided, you should contact the Assigned Manager and notify
them you wish to escalate your complaint further.
14.9. All sales are bound by these Terms and Conditions, and Better Price Merchant Services asks that the Customer read
the full Terms & Conditions of Sale before raising a complaint. Please note that whilst your statutory rights are not
affected, this is a Business to Business transactions, and is not bound by Consumer law (such as the Consumer
Rights Act 2015).
Better Price Merchant Services Software End User License Agreement:
1.PLEASE READ THIS SOFTWARE LICENSE AGREEMENT CAREFULLY BEFORE USING YOUR BETTER PRICE MERCHANT
SERVICES SOFTWARE. BY USING YOUR SOFTWARE YOU ARE AGREEING TO BE BOUND BY THE TERMS OF
THIS LICENSE. IF YOU DO NOT AGREE TO THE TERMS OF THIS LICENSE, DO NOT USE SOFTWARE.
2. General Use:
2.1. The software, interfaces, content, fonts, documentation and any data that came with your Better Price Merchant Services
license as may be updated or replaced by software updates or system restore software provided by Better Price
Merchant Services whether in read only memory, on any other media or in any other form are licensed, not sold, to
you by Better Price Merchant Services LTD for use only under the terms of this License.
2.2. Better Price Merchant Services retain ownership of the software itself and reserve all rights not expressly granted to you.
2.3. Better Price Merchant Services, at its discretion, may make available future updates to the software for your Epos system.
2.4. The customer shall carry out regular back-ups to removable media stored separately from the supported items and
carry out other normal system housekeeping routines. Better Price Merchant Services shall not be liable for any loss or
damage sustained or incurred by the customer or any third party through loss or spoiling of data resulting from any
maintenance activity by Better Price Merchant Services required or performed under this Agreement. Better Price Merchant
Services will use reasonable endeavours to put right any such loss of data or programs, but reserves the right to
charge for such.
2.5. The customer remains totally responsible to have adequate virus protection to all parts of the system.
2.6. Any additional software which is downloaded by the customer, which is not already preinstalled on your system, is
done at the customers own risk.
3. Permitted license users and restrictions:
3.1. Each license allows you to use the software on the specific terminals requested by the customer at point of purchase.
3.2. Each license does not allow the Software to exist on more than one terminal, and you may not make the Better Price
Merchant Services software available over a network where it could be used by multiple devices or multiple
computers at the same time unless otherwise agreed by the supplier Better Price Merchant Services.
3.3. This license does not grant you any rights to use Better Price Merchant Services proprietary interfaces and other intellectual
property in the design, development, manufacture, licensing or distribution of third party devices and accessories for use
with the Epos system. Except as and only to the extent expressly permitted in this license or by applicable law, you may
not copy, decompile, reverse engineer, disassemble, and attempt to derive the source code of, decrypt, modify, or create
derivative works of the Better Price Merchant Services software, Better Price Merchant Services software updates, or any part
thereof. Any attempt to do so is a violation of the rights of Better Price Merchant Services . If you breach this restriction, you
may be subject to prosecution and damages.
4.1. You may not rent, lease, lend, redistribute or sublicense the Better Price Merchant Services software or software updates.
5.1. This license is effective until terminated. Your rights under this license will terminate automatically without notice
from Better Price Merchant Services if you fail to comply with any term(s) of this license. Upon the termination of this
license your software will be restricted.
6. Limitation of liability:
6.1. To the extent not prohibited by law, in no event will Better Price Merchant Services be liable for personal injury, or any
incidental, special indirect or consequential damages whatsoever, including, without limitation, damages for loss of
profits, loss of data, business interruption or any other commercial damages or losses, arising out of or related to
your use or inability to use the Better Price Merchant Services software and software updates however caused,
regardless of the theory of liability (contract, tort or otherwise).
6.2. In no event, shall Better Price Merchant Services’ liability to you for all damages exceed the amount of your initial
purchase price foregoing limitations will apply even if the above stated remedy fails of its essential purpose