Frequently Asked Questions

1. What is an EPoS System?
EPoS stands for Electronic Point of Sale and the phrases 'POS' (Point of Sale) and 'Till System' are also commonly used for the same. It refers to an electronic checkout system at a store or restaurant where consumers complete their purchase and pay for goods, including food and drinks. Extended parts of an EPoS System include wireless waiter tablets, mobile POS devices and self-service checkout kiosks.

It is called a 'kassensystem' in German, a 'Système de caisse' in French, and 'Sistema de pago' in Spanish.

Purchased items are registered on the EPoS system by the operator - either on a touchscreen or on a keypad - usually by selection of an on-screen button in hospitality environments (eg. Beef Burger, Chips, Milkshake) or by scanning a barcode in retail environments. In self service environments, the consumer themselves selects required items on a touchscreen kiosk. The corresponding item with its price is then added to the consumers bill and all items are then totalised. Open-priced items can usually be registered manually too by entering a price. Retail POS systems can usually also link to an integrated weighing scale to price an item by weight.

Where there are multi-buy offers, loyalty discounts and special offers the EPoS system is usually capable of automatically applying these to the consumer's bill before the total amount due is requested. Some systems also have scanners for vouchers, coupons and loyalty cards.

An EPoS system usually also has a receipt printer to issue paper receipts to the consumer, a cash drawer to securely store banknotes and coins, a customer-facing display to show items and prices as they are registered together with the total due and any change, and sometimes an integrated card payment terminal to process payments made by credit and debit card. Some EPoS systems have the option to email a digital receipt, although some consumers are weary of using this feature if it results in there email addresses being added to a marketing database. A few card payment service providers bolt a basic EPoS software app onto their card payment machine, though these apps are limited in features and have limited ability to inter-connect with other peripheral equipment.

In the background, a full EPoS system is usually able to automatically update stock levels of the items sold, and make database entries for subsequent reporting of sales by various criteria, vat/tax accounting records and other management information.

Using the back-office or managerial functions of an EPoS system new products can be added, existing products and prices can be updated, operator login details can be maintained and various reports can be generated, as well as the ability to print shelf edge labels and product price labels. Some systems also have a remote management dashboard which shows live real-time sales data as trading activity is in progress.

EPoS systems supplied by ourselves can link to accounts packages, purchasing systems, hotel/salon booking systems, loyalty points systems, digital menu boards, advertising displays, online ordering apps, automated change machines and various other third-party systems to which an interface is provided by the pos application software provider.

2. What are the benefits of an EPoS System?
For the consumer an EPoS system streamlines the checking out process at retail stores, bars, hotels and restaurants as the cashier is able to quickly, efficiently and accurately register items with their prices for a bill to be produced and payment to be processed. Bills can be shown on the customer display, sent digitally by email or printed in hardcopy form.

For the staff, an EPoS system enables them to maintain, finalise and issue a customers bill easily without having to look up a and type in prices for each item manually, and electronically send orders and instructions to the kitchen in food and drink environments. It may also help in automatic their timekeeping log to record working hours and breaks, giving an accurate record of hours worked.

For management and business owners an EPoS system reduces mistakes, improves customer service times, automates the book-keeping processes in relation to sales activity and provides a range of reports related to sales, stock/inventory and staff performance, with options for real-time reporting on some systems. Sales analysis by product group, by marketing promotion, by time of day, by day of week, by customer time and other factors provided valuable decision-support information. It also allows compliance with regulations for maintaining sales ledger and tax accounting records and recording age checks for alcohol, tobacco and dangerous item sales.

Depending on what other modules are used with an EPOS system it can also assist in the automation of wages for hourly paid staff, reduction of shrinkage from stock theft and expiry and assistance with purchasing in terms of giving anticipated stock volumes for each product line. Product barcode labels and shelf edge price labels are further benefits of an EPOS system.

3. Different Types of EPOS System
It is worth exploring different options before spending a substantial amount of money. It might be possible to meet business objectives and functional requirements investing in a cash register at a considerably cheaper price.

There are 4 main solution routes open to you (listed with typical cost):
  • Cash Register (£150-£600 per machine)
  • Hybrid EPoS System (£750-995 per terminal)
  • EPoS System with installed software & database (£1100-2000+ per terminal)
  • EPoS System with Cloud based software (equipment cost + monthly/annual fees)

If you opt for the touch screen EPoS system route, there are 6 main types of configuration to choose from:
  • EPoS System (on a Windows PC with LCD monitor, keyboard & mouse)
  • EPoS System (on a Windows PC with a stand-alone Touch Screen Monitor)
  • Integrated Touch Screen EPoS System (Flash memory based)
  • Integrated Touch Screen EPoS System (Windows-based)
  • Integrated Touch Screen EPoS System (Android-based)
  • Tablet or Handheld EPOS System (eg. Apple iPad, Android device)

In all types of EPoS system, the additional peripherals (cash drawer, receipt printer, barcode scanner, pole display) will usually be connected as external devices, although some terminals are available with integrated peripherals.

The three integrated solutions provide the tidiest cosmetic solution with less cables and a more coordinated, professional look. Obviously, they are also the most expensive. Windows-based EPoS software tends to be more comprehensive and you can upgrade or replace the EPoS software in the future without losing your hardware investment. You can also choose your own size and specification of touch screen terminal (10", 12", 15" etc). You also have the benefit of being able to install and use any other Windows-based applications on the same computer and connect it to the internet. You can have either USB ports and/or a CD drive for data backup.

EPoS systems on a conventional Windows computer or a compact EPoS computer with keyboard and mouse provide a low-cost alternative to integrated touch screen systems. If you already have a Windows PC, then connecting a stand- alone touch monitor to the system gives a further operating advantage at a lower cost than having to buy a fully integrated touch screen system. The inbuilt CD drive in most computers makes it easy to install software as well as perform an external backup.

Flash memory based systems are silent in operation as they do not have noisy fans, hard disk nor a Windows operating system, they are faster to startup and generally more reliable in the long term. You can not install other program applications so in that sense it is limited but then also more secure. They have either SD slots or USB ports to backup data. The size of the touch screen is fixed by the manufacturer, as is the software functionality, processor, memory and peripheral options.

In addition to the above main types of POS system, there are also Web-based POS solution providers where the application software is hosted on a remote web site and is sometimes referred to as cloud computing or SaaS (Software as a Service). Usually these require a permanent internet connection for each workstation at the sales outlets, although some do have an 'emergency' or 'offline' mode which will temporarily allow transactions to be processed locally in the event of a connection failure. These web-based solutions also have the added risk of dependency on the providers website reliability, your own internet connection being reliable and of course there is the ability of the provider to instantly disable your access to the POS system should they choose. This Guide explains the main differences between cash registers and EPoS systems in the next sections.

4. Cash Register or EPOS System?
Cash registers (also known as 'tills') provide a low-cost solution for small and medium sized retail stores and food service outlets. The various components are all integrated into one neat unit that requires one mains power point:
  • Software
  • Keyboard / keypad (or small touchscreen on hybrid tills)
  • Receipt Printer (optional journal printer)
  • Cash Drawer
  • Operator and Customer Display

A basic till starts from around £175. A medium-specification cash register with integrated cash drawer, receipt printer, journal printer, operator display, customer display panel, and a barcode scanner can be implemented for around £500. A system till with stock control costs around £750.

Some still have the perception of a cash register as an old-fashioned mechanical machine. However, the current range of modern computerised electronic cash registers can offer sophisticated functionality in a sleek design with:
  • Integrated stock control (or link to PC software)
  • Barcode scanning
  • 2-station printing
  • VAT/tax tables
  • stock re-ordering

and more at a very reasonable cost.

Cash Registers provide good basic functionality in terms of registering sales, printing the receipt and operating the cash drawer. Some of the more sophisticated tills support barcode scanning, stock control and multiple tills can also be networked together. Tills are also able to provide sales analysis, management reports to show revenue, product performance, product-category performance and staff performance. High-end tills also offer integral stock control.

Advanced cash register features can include:
  • Support for promotions like mix and match, eg. 2 get 1 free
  • Discounts by %Percent or £Amount
  • links to a kitchen printer
  • data link to a PC or compact flash card
  • customer accounts
  • staff security levels
  • multi-level menus for product selection.

On till machines like the Sam4s ER900 series, the cash drawer section can be dismantled from the main cash register for under-counter mounting (requires cable extension and tools). This provides a sleeker looking cash register which can be fixed to your retail counter, using less space and looking much better.

With a cash register, you can either just punch in prices to register sales transactions and print a receipt or you can setup all your individual products and related information before use. The former method provides you with an instant EPoS solution, the latter will involve some initial time but yield more meaningful sales, management and performance reports. A compromise would be setup 'departments' or product categories rather than list all individual product lines, and that allow a certain level of sales analysis and separation if different VAT rates apply to different products.

The disadvantage of tills is that there are only handful of major manufacturers (SAM4S, Olivetti and lesser imported brands etc) so choice is limited, Casio stopped making cash registers in 2019. Sharp has phased out its new cash register models in 2023/2024. The software features are hard coded into the machine so features cannot be readily customised, updated or enhanced and new machines are only released every few years. The character-size limits for product/category descriptions are limited, and the machine (or individual components within the machine) cannot be readily upgraded or changed - it has to be replaced entirely if you want a different specification.

If the EPoS requirements of a retail business are basic and the budget is limited, then cash registers provide an affordable, low-cost point-of-sale solution for almost immediate implementation.

While entry-level and mid-range cash registers can be self setup, the more advanced system cash registers usually require an experienced person to do the setup and programming, which may not be straightforward on some machines. You may also incur ongoing future costs for additions and changes required to the programming.

5. What is the difference between an installed EPOS system and a cloud-based EPOS system?
The main difference is where the application program ("app") and your business information and transaction data are stored. On an installed system, everything is installed locally on a hard disk drive or Solid State Drive (SSD) or similar type of storage on tablet or mobile devices. On a cloud-based system, the app and data are transmitted over the internet and your data is stored at a remote data centre on a server, either belonging to the app provider or rented by them.

Installed EPOS systems are much faster in operation as the program and data are local on the terminal or on the local area network within the business premises.

On cloud-based system each barcode scan or on-screen product selection is transmitted from the app and device via your network and internet router to the internet, and then to the app provider's web server and data engine where it is processed, stored and then an acknowledgment sent back to the EPOS app via the same route reversely. So each transaction line item has multiple stages to pass through and await acknowledgment back, resulting in slower processing time.

Some cloud-based systems do operate in off-line mode where the remote server is not available by batching up transactions, but they can only do so for a limited volume of transactions or period of time, before it starts to impact other functions of the overall epos system such as the ability to produce reports.

Up-front Costs:
Both types of system require a device to run the program application (app), and usually a receipt printer, a cash drawer and in retail environments a barcode scanner.

With installed systems, this equipment is usually purchased outright. With cloud-based systems, they are either purchased, rented as part of a monthly fee, or subsidised by the app provider from the monthly/annual subscription fee that is paid for the app.

Ongoing Costs:
With an installed system there is no ongoing cost to use the equipment and software, but you can optionally extend the support service contract or hardware maintenance contract if you wish.

With cloud-based systems, due to reliance on remote servers for hosting of the app and your data, there are ongoing fees charged by the provider on a monthly or annual basis.

Risk and Dependency:
With a cloud-based EPoS system, the business is reliant on the epos app provider's system being operational at all required times, your internet connection being active, having a good speed and being reliable, the providers server not being down for maintenance or other fault, of monthly/annual payments being kept up to date to prevent suspension of server access, and not being involved in any other dispute with the app provider which could potentially result in disruption to service.

With an installed EPoS system, the app and data are all stored locally under the business owners control. There are less layers for transactions to travel through, and there is less risk of a third-party being able to suspend access to the system or prevent access to your business data and accounting records.

With a cloud-based system your data may be stored at a third-party data centre, sometimes in another country or across multiple countries. In the event of a dispute denying you access to your data, or the closure or bankruptcy of the pos software app provider, you would need to address these challenges if you need to recover your business data for accounting purposes. If you have been using the app for a few years, that can equate to a lot of business data which you are responsible for holding to comply with tax authority requirements.

Data Backup:
With a cloud based system, the provider will usually be responsible for taking regular backups of their server that stores your data and business information. Some providers may give the option for you to download all your data to your local pc.

With an installed system, you will need an automated backup program if you wish to perform backups automatically otherwise you will need to take back ups of your data manually, for example to a USB stick, a portable drive, or to your own cloud storage account.

6. What types of EPOS system are on the market?
(a) Installed EPOS systems, (b) cloud based EPoS systems and (c) EPoS apps bundled as part of a card payment merchant account.

As payment is increasingly made electronically by debit or credit card (or via a payment app such as Apple Pay), many card payment providers have bolted-on EPOS apps to their offering to entice businesses onto their payment platform. As these apps are usually a side to their main card processing business, the EPoS apps from card payment providers tend to be basic in features and lack the comprehensiveness of functions and interfaces to various other pieces of equipment and modules (eg. POS weighing scale, change machine, hotel room/table booking services) that more established EPOS software offers. The card transaction fees also tend to be higher.

7. How much does a new EPoS system cost?
Generally, our minimum system cost at TillSystems.Com for a full size 15" Windows-based touch screen till system package starts from £1250 per terminal package which includes a cash drawer and thermal receipt printer and epos software with a lifetime license (no ongoing monthly/annual fees). All our equipment is brand new latest model, branded of a major manufacturer and has between 1-3 years warranty. Systems typically have a lifespan of 10+ years under normal use.

There are NO ongoing license fees to ever pay on the standard epos software from TillSystems.Com with our Windows-based systems, and no internet connection is needed thus making the system much faster, more secure and 100% under your control. (Some optional add-on modules may require internet access and ongoing subscription fees).

A Service Pack includes the professional services you need to implement the system, and this starts from an additional £250 for most systems. The Service Pack includes initial programming of the system with your business information and products / services, remote staff training to operate and manage the system, and annual support. It is charged per site, regardless of the number of terminals/tablets.

On-site installation and training at your premises is also optionally available at an extra cost.

All our package prices, optional peripherals, and service fees are listed on their respective product pages of our website. Click on one of the categories at the top to see the different packages and their prices.

We can offer discounts for multiple terminals and branches - please Contact Us for an instant quote.

8. Can I pay for the EPoS system in monthly instalments?
Our prices are very affordable so most of our customers prefer to pay in full at the outset. We accept payment by bank transfer (Online Banking, BACS, CHAPS, SWIFT), or payment by Credit or Debit Card (Visa, Mastercard or AMEX). For international orders from outside the UK, payment is only accepted by wire transfer.

With outright initial purchase, you get a brand new top-brand system and you permanently own the equipment and software license so there is no need to pay ongoing software license or mandatory maintenance contract fees to continue using the system, and your programs / data are at your premises, not on someone else's server elsewhere.

Where you have opted for optional modules such as cloud back office, card payment processing, postal address lookup etc, then these services do have a monthly or annual subscription payment. That is only related to those optional modules, it does not affect your main epos system.

If you opted for a paid Android POS app, then the app will have its monthly or annual ongoing subscription fee. But you will still outright own the equipment. Some basic Android apps are free but then only provide standard features and limited data archiving for reporting purposes.

If you wish to fund your system purchase through your own leasing company, please let us know at the outset when requesting a quote as our normal list prices will apply. Provided your finance company is on our approved list, we will co-ordinate system delivery and payment with them.

Where a pos provider does offer payment of equipment in monthly instalments outside of lease purchase, then do check if it is for high-quality branded equipment. In many cases inferior equipment can be imported from a far-east factory for around $200-$250 a piece, re-badged with the pos provider's name as the 'manufacturer' and valued at an unjustifiably high UK price. Such equipment will have limited warranty terms and it will be apparent from the basic design and the inferior quality of casing materials and internal components used as to how it doesn't equate in quality to far superior equipment from major brands like Toshiba, Sam4s, Aures, Oxhoo and such like that we at TillSystems.Com supply. Your business will rely on an EPoS system to process every sale every day you trade, we advise not to take chances with equipment that isn't from a major brand and which can turn out to be a false economy.
9. How long does it take to install an EPoS system?
On our popular systems like the Q5 package, this is usually shipped out for delivery within UK mainland within 1-2 weeks. An Express Next Working Day delivery service is optionally available.

Other systems can take upto 21 days to despatch if they require pre-configuration or if non-standard peripherals or 3rd party modules have been ordered.

Standard programming and training is carried out within our work schedule and usually scheduled and completed within 5-7 working days of our receiving back the fully completed Programming Form with your food/drinks menu or main products list. If your requirements are more advanced or you have a large number of products / services, then more time will need to be allowed.

If you want to get an idea of total programming cost and timescale beforehand, please contact us to send your menu and/or products list, with details of your specific requirements and we will issue you with an estimate.

Where an order includes Wireless Waiter Tablets or WiFi Kitchen Printer, these can take 7-10 days to despatch as they require pre-configuration work to be scheduled and completed first.

With the Web Ordering System for food delivery businesses, please allow 3-4 weeks for your online ordering portal and customised mobile apps to be designed and implemented. You will also need to allow time to set up your merchant account for card payment processing, which typically takes around 2 weeks once you have sent the required ID documents.

We recommend you order a system at least 4-6 weeks before the requirement date as you will also need to allow further time for you and your staff to become familiar with the system and to load on any barcodes, prices and stock levels.

In exceptional cases, we can prepare systems in shorter timescales but this may be subject to payment of a premium to cover additional staff overtime costs. Alternatively, you may opt to hire a basic cash register for interim use.

Most of our customers simply place the epos system components on their point-of-sale counter, optionally screwing down the cash drawer and terminal base plate. But if you are customising your point-of-sale counter for specialist fitting / mounting of the EPoS System components (eg. cash drawer, barcode scanner, card payment terminal, touch screen etc) or running network cabling through your premises, then we will need to liase with your electrician or project manager beforehand. We advise you not to commence any till-related carpentry or similar work until you physically receive the equipment, as the manufacturers stated dimensions do not always state the measurements for rubber feet, protruding cables and air circulation.

Please note: If you have booked on-site set up and training, our consultant will connect the system components and run cables tidily, but we do not perform any drilling, cutting, trunking or other form of carpentry/electrical wiring work - you will need to contract a professional tradesman for those tasks.

10. Who will program the EPoS system with my data?
We will send you our Programming Form to complete and return. It is divided into Basic sections and Advanced sections. Basic Programming is suited to most requirements and the cost is covered within the Service Pack. On completion of our form, we will configure the system with your personalised details and your products, services and prices. We can also enable and configure other functions such as staff timekeeping, discounts, meal deals and mix & match promotions. If you will be using stock control, the opening stock levels, minimum stock levels and re-ordering information may also need to be entered as well as your suppliers details.

Prior to use, all POS systems need to be configured with your business information before they can be operated. This may include header and footer information to be printed on the sales receipt or sales invoice, your company logo, staff names, product categories (or departments) and each individual product line, the applicable tax rate for each product / service, food / drink item and any services you provide. Other operating parameters and system options may also need to be configured to suit your operating requirements.

For retail operations, we can automatically import a list of products with barcode numbers, descriptions and prices from your supplier if they can provide a compatible file. Alternatively we can set up just the product database infrastructure, ready for you to load all your products individually.

Advanced programming is charged at an hourly rate and will be quoted for once we receive the completed Programming Form with details of your specific requirements. If you want to get an idea of total programming cost and timescale beforehand, please contact us to send us your menu and products list, with details of your requirements and we will issue you with an estimate.

For some types of business (eg. convenience stores, supermarkets) we have a standard database available with the most popular British consumer products with their barcodes and descriptions (eg. Coca Cola 330ml can, Volvic 1.5L Still Water etc). This can optionally be supplied to you for £175. However, you will still need to specify your own selling prices and opening stock levels.

We recommend you use our Basic Programming Service as a minimum so that your system is delivered in a useable form. Many sophisticated systems cannot be self-programmed if you have not had professional training on the software.

Basic Programming is limited to setup of the first 200 products / variations and configuration of the functions listed at sections 1-10 of our programming form. Additional product setup, advanced functions or importing of spreadsheets will incur additional cost, which we will quote once we receive the details of your products list.

11. Will we receive training on usage of the EPoS system?
Yes, all the systems we supply offer remote training as a minimum as part of the Service Pack. On-site training is also available for your staff and the management. We cover all of the UK, rest of Europe, Middle East and Africa. Training of your staff and management team is essential to help avoid mistakes and for you to gain the maximum benefits from all the different features of the POS system. Trained staff will be more confident in the use of the system, and you will start to benefit from the systems features much earlier.

We provide training both in the use of the system and in ongoing programming changes and amendments, for example, if you are adding items to your menu, changing prices, setting up new staff members etc. We will agree the training agenda with you prior to installation, covering all the different functions you want your staff and managers to be familiar with.

We provide training on operational use of the system for start of day and end of day tasks, running reports and performing all the different types of sales / refund transactions you will come across in day to day usage. We also provide training for management on how to make programming changes to the system, such as adding new products, changing prices, adding staff login details and updating other reference information.

We will issue you a Training Agenda prior to the training date and a form to complete for each member of staff. This allows us to adapt the training to meet your particular business objectives and operating procedures, taking into account the skills and experience of each member of staff.

On most of our systems, Staff Training is essential if you do not have an owner / manager who is already fully familiar with the particular EPoS system and software. Mandatory training cannot be waived if, for example, you have a family member or a friend who is an "IT Wizard" and "knows all about computers". The training does not cover IT or general computing issues - it covers the specialist functions of the particular epos software and hardware by an expert EPoS Systems Consultant as customised for your particular business needs. Any English documentation supplied with epos systems is only a summary reference guide, it is not a step-by-step tutorial and that is why expert training is necessary to supplement it, and the training has to be customised for your particular type of business and your internal procedures.

If your system purchase includes a Service Pack, then training will be included. Otherwise if you wish to purchase separately, remote training costs £85 per hour and 1.5 - 2 hours is sufficient for most of our systems. On-site training sessions start from £325 for a half-day (3.5 hours) session and £495 for a full-day (6 hour) session. The trainer's reasonable travel expenses are payable for on-site installation and training.

12. What if something goes wrong with the EPoS system?
The hardware systems we supply have been carefully chosen from leading manufacturers for their quality and durability so they are designed to give you years of trouble free usage. All hardware we supply is covered by the manufacturers return-to-base warranty as a minimum, which is normally 3 years on SAM4S products and 1 or 2 years on other equipment - check the equipment profile on our website.

In the unlikely event that something does break down due to manufacturing defect or operating failure, it will be repaired or replaced under warranty. However, physical damage, unauthorised tampering, misuse and liquid damage is not covered. After the warranty period or for non-warranty issues, equipment can still be replaced or repaired subject to standard parts and labour charge and any shipping / call-out charges.

The standard warranty is a Return to Base warranty where equipment diagnosed as faulty will need to be returned to our UK service location by you on receipt of a Returns Authorisation Number. We will cover the cost of returning repaired / replaced equipment to you in the UK. Outside the UK, you will need to pay the shipping costs for return of equipment too.

Typically warranty repairs can take 7-10 working days for turnaround. On-site Warranty Service or a 48-hour Swap Out Service is optionally available - please contact us with your address and equipment details for a quote on this service. Loan equipment may be hired for the duration of any repair, subject to delivery charges and stock availability.

You are responsible for backup of your data on a daily basis to reliable media and to test the backup frequently. Data recovery or re-programming is not covered under the warranty so it is essential you backup your data and the programs to avoid incurring service charges. The backup procedure is covered during training and email step-by-step instructions are also available on request.

13. What if I have any queries using the EPoS software?
A Level One Support Subscription is provided as part of the Service Pack FOR THE FIRST 12 MONTHS. We provide support during our weekday office hours by telephone, remote internet connection (where available on your system) and by email. The Level One service operates on a queuing system basis . There is optional higher level subscriptions Level Two, Three and Four which provide extended hours, fixed response times, on-site visits and out-of-hours support.

If you do not book training or programming, then technical support is still available for 1 year but by email and remote access only.

All support calls are made to our standard landline London telephone number - we do not use premium rate lines. All our support staff are in London, UK - we do not contract support to overseas call centres. Calls are logged and then responded to within the scope of a queuing system.

If you opt to renew a Level One Support Subscription after the initial free 12 month period then it will cost only £15 per month per site, payable annually for a single terminal system, plus £5 per month for additional terminals and handheld devices.

In our experience, most users have queries during the first few of days of implementation as they master the various features of the software. As our systems are stable and easy to use, we receive very little demand for support beyond the implementation period so we do not make it mandatory to pay for support continuously and indefinitely - it is entirely optional.

Ad-Hoc support is available to purchase where there is no subscription in place.

13. Will I receive program upgrades?

The program upgrade policy varies depending on the particular software vendor. Please ask us about the policy for your intended software package.

With some of the Windows-based EPoS software we supply, future program upgrades are issued free if you have a support subscription in place. Without a subscription, if you specifically require the new features of a program upgrade you will need to purchase the upgrade separately.

As the systems we supply are stable, tested, universally used and well established, many of our users are satisfied with the delivered version of the system and do not have requirements for future software upgrades. We suggest you carefully define your current and foreseeable requirements at the outset and then choose a system which meets those needs, rather than having to rely on future program upgrades.

Providers who need to issue regular program upgrades are usually indicative of bug-ridden software or incomplete functionality. Stable, reliable software with comprehensive functions does not require frequent program upgrades.

14. What is the lifespan of the system?
All of our packaged epos systems are carefully selected using products from world-class manufacturers. Under normal use, we expect a typical lifespan of at least 8-12 years and beyond.

Obviously if equipment is subject to physical abuse, unauthorised tampering, liquid damage or exposure to excessive heat or dirt, or poor preventative maintenance, then the life time will be reduced.

15. Can I link the EPoS software with my accounts package?
If you wish to post across transactions into your accounts software, such as Sage or Quickbooks, then you can either export the report data into a spreadsheet and then manipulate the spreadsheet to the required format to import into your accounts package. Or, with some of our EPoS packages, an optional Sage Interface module is separately available to purchase which produces a compatible import file.

However, an interface isnt necessarily required in most cases. Epos software provides a wide range of built-in sales ledger facilities and reports, including management reports, financial reports, vat reports and sales analysis reports. So it is not usually necessary to duplicately transfer every single transaction or line item into a separate accounts package too. Most businesses simply transfer periodic totals (net sales and vat) to their main accounts software by manual key entry, this can be done daily, weekly, monthly or quarterly. The summary entry can either be a total or it can be sub-totals broken down by Nominal Code / Department.

With our back office program SamTouch Office an interface is available to Xero accounting.

16. Will I be able to use my own equipment with the new EPoS system?
If you have existing equipment such as cash drawer, receipt printer, barcode scanner etc that you wish to use then you may use that if the specification is compatible. We can usually advise compatibility- Check Here for what details are required to advise compatibility.

As your existing equipment is not provided by us, we will charge on an hourly basis if our time is required to test the functioning and compatibility of your equipment, configure it to work with the new EPoS system and to provide any ongoing support related to it, either remotely or on site. The charge for remote support is £75+vat per hour, with a minimum 30-minute charge per requirement and then charged in 15 minute increments. On-site call out would incur additional charges.

There is a minimum charge of £35 where we are required to connect and configure your existing peripheral(s) to the new EPoS system. This covers upto 30 minutes technician time.

In most cases, it is more economical to purchase all equipment from us and we can therefore guarantee compatibility, connect the equipment as part of our on-site installation service, provide a full manufacturers warranty and we can take responsibility for all configuration and ongoing support within the annual support subscription and the manufacturers warranty.

NETWORK CABLING: If you are networking multiple terminals or connecting remote printers, then you may use your existing CAT5 cabling with the new system provided of course it has been tested to work reliably and the cables are properly terminated with RJ45 plugs / sockets. The same applies to your network Router / Switch / Hub (with the exception of the Samstock Back Office software which will only work remotely with a specific model of Planet or Draytek Router).

17. Are there any ongoing costs?
If you purchase the system outright, there are NO mandatory ongoing costs with any of our EPoS system packages - you pay once and the hardware and EPoS software license is yours indefinitely. There are no ongoing monthly or quarterly license fees to continue using the EPoS system and EPoS software.

If you purchase through the Lease Finance option, then obviously you will have to keep up the monthly payments to the finance company for the agreed term.

But note the Exceptions below for Android apps and some of the optional 3rd Party products or modules.

Exceptions for Android apps:
If you have opted for an Android-based solution, then the enhanced version of the LoyVerse app and the Core and Plus version of the Register app does have an ongoing monthly or annual subscription fee per terminal.

Exceptions for 3rd Party Products:
For some optional 3rd party products which may be used alongside the main epos system, there are ongoing costs.

a. If you purchase the optional Postcode Anywhere service for or use with our Q5 Food Delivery system, then you will need to renew the Regional License Annual Subscription to use this facility each year when adding new customers to the database (otherwise you can key in the full address for new customers manually).

b. If you purchase the Newspaper Round Software then the monthly or annual subscription for that module is payable to the software vendor each year and that covers the publication updates, price changes and application hosting.

c. If you opted for the Integrated Card Payment Processing module, then you will need to pay the monthly gateway fee to the service provider and transaction charges to the merchant account provider as agreed in your contract with them.

d. The optional SamTouchOffice web-based back office system has an annual fee of £150 per terminal per annum.

Prices are subject to change.

If you require technical support on your software beyond the first year, then you can optionally subscribe to one of our paid service subscriptions. These start from £15 per month per site, payable annually, for a single terminal system and £5 per month for additional terminals and handheld devices. Alternatively, you can pay for ad-hoc services such as additional training or support as and when required at our standard support rates.

Regardless of a support subscription, your hardware is always covered for the full duration of the warranty. This is 3 years on Sam4s equipment, 5 years on Oxhoo equipment, and 1, 2 or 3 years on other brand equipment (check the product profile page on our website). We will be the first point of contact for assisting with any hardware faults and warranty claims.

You will obviously need to allow for ongoing purchase of consumables (eg. receipt printer rolls, credit card machine rolls, ink ribbons for kitchen printers) which you can purchase from us or anywhere else. All our equipment uses universal type and sizes of consumables that are widely available. These can be purchased from us or your local stationery supplier.

18. What about card payment processing?
There are 2 options. You can either use any stand-alone card payment terminal alongside any of our epos systems, or alternatively (with some of our specific epos systems in the UK) you can take out a subscription for an integrated card payment terminal.

With your own stand-alone card payment terminal, you will simply need to key the transaction amount onto the payment terminal and then, once the transaction is authorised, press "paid by card" on the epos system. With an integrated card payment terminal, the epos system will automate entry of the amount - the cardholder simply needs to confirm the amount and use Contactless, ApplePay, AndroidPay or key-in their pin number on the secure pin pad that is connected to the system.

If you wish to go for the integrated card payment solution, then on our Windows-based Touch solutions you can add an integrated credit card processing module in the UK. You will need to apply to set up a new merchant account, via ourselves to DoJo/Payment Sense, eMerchantPay or 3R Telecom, depending on which system it is to integrate with.

The merchant account provider charge its usual card payment processing fees. Typically most banks charge around 0.3-1% commission per transaction depending on the card type plus a monthly gateway fee. The subscription is either a rolling month contract or a 3 year agreement which can be terminated thereafter with 1 months notice.

In nearly all cases, you will need to setup a new merchant account for use with the EPOS System through ourselves and be provided with a compatible payment terminal with the appropriate software preloaded. If you use an existing merchant account or do not set up a merchant account through ourselves, then support fees will apply if you require us to integrate the card terminal to the epos system or to provide any technical support related to it. A remote access session or a chargeable on-site visit by a technician is usually required to configure and integrate the terminal to the epos system, if you have not already purchased On Site Installation services.

Note: The merchant account and secure payment gateway subscription will form a direct contract between you and the service provider. We are not party to this contract and you are advised to check the full terms and conditions directly with the provider prior to sign up.

19. Will I be able to delete transactions without trace?
Like with any accounts system, our EPoS systems do allow errors to be corrected at the time or the same day and allow credit notes and invoice adjustments to be posted afterwards provided the user has been granted sufficient permission by the system owner. There will be a sequentially numbered audit trail of each transaction. If you purposefully delete any entries, there will be a gap in the numbering sequence.

One of the main purposes of an EPoS system is to provide you with accurate sales analysis data, gross profit reports, accurate stock control and monthly / yearly comparison and trends. Using this information you can properly assess the true performance of your business and make decisions on your stock holding, your sales pricing and on your sales and marketing activities. Deleting actual sales data just defeats several of the primary objectives of having a sophisticated EPoS system and it is not a practice we recommend or support.

Due to HMRC policy that places a system provider at risk of criminal prosecution and fines of upto £50,000, we will not provide any software facility or advice in relation to deleting historic transactions without accounting audit entry. See HMRC Electronic Sales Suppression (ESS) - Warning.

If your business model is not viable without you attempting such sales suppression activity, then we recommend you consult your accountant or a professional business adviser who may suggest you close it down, increase your prices, reduce your costs, enhance your product/service offering, increase your marketing activities, re-locate to a better location and other such routes to make it viable.

20. Where will my data be stored?
Your business data for epos transactions and product/stock data will be stored on your own server or master terminal locally at your premises. Our installed epos systems do not store your data on remote cloud servers where other people or companies may potentially have access to it (which is the case with Cloud Based Systems). Your sales data, supplier data, prices, customer database, accounting and all other data is exclusively held by you. That makes operation of our systems much faster than any cloud based system.

However, if you opt for the optional web-based back office system or an Android system, then your product information and transactions data are uploaded and stored securely on the web server for exclusive access by you.

During training for installed systems, we teach you how to regularly back up your local data to an external device to protect against fire, theft, flood, virus, disk failure or other unforeseen damage. You may back up your data to a USB pen drive, a memory card, an external CD/DVD disk, an external portable drive, to your own secure cloud storage or to another computer.

You are responsible for backing up your business data. Please contact us if you didnt book training and need instructions for backup. Computer data can get damaged at any time through a number of reasons from virus infection, hardware failure to disk corruption or your equipment may be subject to theft or damage from fire, flood or other catastrophe. You must ensure you back up your data at least daily, maintain a log sheet of each back up, test and label the back up and store it in a safe place. A month-end back up should also be taken, labelled and retained and we recommend it is stored off-site.

21. What else might I need with a till system?
Our standalone Windows-based systems do not require internet connectivity to operate. But if you have one of our Windows-based systems or back office software and require remote access or multii-site connectivity, or if you are using Integrated Credit Card Processing, then you will require an Internet connection. If you are providing your own Router, please ensure it has sufficient ports for each till / terminal and back-office PC and any labelling scale that will be networked.

If you will be using Wireless Waiter Terminals or Wireless Ethernet Kitchen Printer, then you will require a good quality WiFi signal throughout the areas of your premises where these devices will be used. The quality of your WiFi signal at your premises and its ability to consistently cover all required areas is your responsibility - we recommend you contract a local IT/Network Specialist to conduct a site survey and recommend suitable position and equipment specification for your WiFi.

If you are having multiple terminals and/or a back office PC, then these will be networked together using CAT5 Ethernet cabling. (CAT6 is also compatible). A CAT5 socket will need to be fitted within 1 metre of each till point, with all the cables being run back to the central position where your Router is installed. You can either use a local electrician or data cabling company to do the cabling, or we can arrange a site-survey and quote you. The cables must be properly terminated with a socket and tested - please do not leave loose wires. We do not recommend using WiFi to connect fixed terminals and PC's - it will operate at reduced speed and there is not the 100% certainty of communication that there is with wired connections.

If you are using remote order printers, then an RS232 Serial or CAT5 cable (depending on which printer model/interface you have ordered) will need to be run between one of the terminals and the printers or from the printer to your Router. Please let us know the length of RS232 Serial cable required, and we will make up and supply the correct Serial cable for you. You will need to arrange for a local profesional tradesman to install the cable if it involves any carpentry or drilling work, removing any ceiling tiles, floorboards, skirting boards or fitting any trunking / clipping.

If you are using remote kitchen monitor, then a CAT5 Ethernet cable will need to be run to the kitchen monitor system. You may also need a wall bracket or ceiling bracket fitted to hold the kitchen monitor and a shelf to mount the mouse/keypad and a shelf / box to hold the computer unit.

Each till / terminal will require a power point. Each receipt printer / kitchen printer will require a power point. Each kitchen monitor system will require 2 power points. Cables are typically 1metre in length, so the power socket should be within that range, and closer if you wish to have a tidy cable run. If you will be using a card payment terminal and counterfeit note detection equipment, they may also require their own power points. If you will be using wireless waiter terminals or handheld mobile scanners, then their charging cradles will also require power points. We always advise the use of fixed sockets, not extension cable or multi-way adapters. It is also advisable to have an UPS (Uninterrupted Power Supply) on the main terminal in case of power cut, power surge or spikes in the supply as these are a common cause of problems that can damage your data, hard drive and/or motherboard.

ACCESSORIES & CONSUMABLES that you may require:
  • Dallas keys for staff login and belt clips/reels
  • Wall mount brackets for kitchen printer
  • Splash cover for kitchen printer
  • Undercounter brackets for cash drawers
  • Paper rolls for receipt printers, kitchen printers and credit card terminals
  • Label rolls for shelf edge labels and product barcode labels
  • Plastic cards (with magstripe or chip) for staff login or loyalty/membership use
  • Uninterrupted Power Supply (UPS) battery backup for server and terminals
  • Ink Cartridges for Kitchen/Bar printers
  • Holding Case/Strap or Belt Clip for Wireless Waiter Tablets

22. Can you supply internationally to my location?
We supply systems all over the UK, the rest of Europe and most countries in the Middle East and Africa.

Our systems can either be pre-configured and shipped ready to use with remote training by phone / internet or our consultants can attend on-site to install systems and provide training, subject to payment of our travel expenses and hotel costs where applicable. Please contact us for a quote.

For non-UK purchases that are exported by us, we will not charge VAT. You will be required to pay shipping costs with insurance and you will be responsible for any local duties and customs charges.

There are some considerations for international supply, please note the following. All our systems are designed to operate in the English language only and all supporting documentation is in English only. Where a keyboard is included, this will be a UK format keyboard. However, you may use your own text and graphic images on those system where on-screen menu buttons can be self-configured, and these support the extended character set to support most European languages. We also supply kitchen printers that support Chinese character printing. The currency symbol on receipts, invoices and reports can be defined on most of our systems. You can define your local tax / vat rates with all our systems.

With our Web Ordering System for food delivery businesses and the integrated card processing with our epos systems, the card payment gateway is only available to businesses registered in certain countries. Please contact is to check availability for your country.

In some countries, the law requires use of fiscal systems only. We do not supply fiscal systems. If you order a conventional system from us for use in a country which only allows fiscal systems, then we will not be able to subsequently accept any cancellation or provide any refund or be responsible if your system is confiscated and not allowed to be used by the local authorities.

All our equipment is configured to work on a 230v 50Hz electrical supply and our power cables are fitted with 3-pin UK plugs. You will need to use plug adapters in your country where necessary. Where there is not a stable power supply, we advise the use of generators and UPS backup power supplies to prevent corruption of your data and/or damage to your equipment in the event of unexpected power cuts, surges or spikes.

23. How do I order an EPoS System?
1. You can order your required system, with optional add-ons and service on our website. Otherwise:

    a) please contact us by phone or email. One of our consultants will go through your system requirements with you, advising the most suitable solution (arranging a demonstration if necessary) and specifying the appropriate peripherals, accessories, consumables, add-on software modules, programming, staff training and support services.

    b) We will then issue you a formal Quotation for the complete package with hardware, software and services.

    c) If you accept the quotation, we will send you a Proforma Invoice for payment and, if applicable, reserve an installation / training date for each of your sites.

2. On receipt of your order, we will email you the Programming Form and Training Agenda / Staff Profile Form. If you require optional on-site installation and training, we will also email you the Site Installation Requirements for power points, surface areas, router and network cabling.

3. We will ship the equipment to you by courier or if you have booked on-site installation and training, the installer / trainer will bring it with them.

Following the training, the consultant will reset your system (removing any test data) ready for you to start operating. If you will be using stock control, you may need to set your opening stock levels. If you are a retail operation and didnt send us your full product list, then you may need to complete set up of all your products / barcodes / prices before being able to go live with the new system.

If you purchase a system without installation and on-site training, then we can offer telephone or remote online training on certain systems. We we will ship out the system to you and then upload the program setup remotely, and run through any initial set up and operational advice with you by phone and email.

24. Are there functions to make my business Covid-19 Secure?
Our systems which include the SamTouch POS software, such as the Q5 and Q6, have a number of features to help keep your business Covid-19 Secure and comply with UK goverment legislation.

This includes:
Table ordering app where customers can order directly from their smartphone, make a card payment and have their order ticket printed out on the kitchen printer,

Contact Tracing function so date, time and contact details for each restaurant visitor and their party can be logged and reported.

Discount function to automatically calculate the 50% "Eat Out to Help Out" discount with the £10 cap, excluding alcohol drinks and applying on the appropriate days.