Terms of Business

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Software Service Terms

Fashione has no lengthy contacts.

All of our prices are quoted for business‑to‑business transactions, which are always subject to VAT.

If you need to cancel your services for any reason, we require 30 days’ notice. After 30 days, your software service will expire along with the software.

Your software service includes 30 minutes of software support per month. If you require unlimited support, it is available for £ 22.50 per month plus VAT.

Office Hours

Software support is available Monday to Friday, 09:00 to 17:30. During these times, our support team can provide remote assistance, where a staff member can connect to your devices to assist with your request.

Out of Hours Software Support

Emergency on-call support hours are:

Saturdays: 09:00 – 17:00
Sundays/Bank Holidays: 10:00 – 16:00

Please note: on Christmas Day, Boxing Day and New Year’s Day, there is no on-call. Christmas opening times may vary and will be available on our blog.

Emergency on-call support is telephone support only. If the member of staff who answers the call deems this an emergency and the only way to resolve it is to provide remote assistance, they will arrange a convenient time to do so directly with the customer who called.

Due to limited services over the weekend, emergency support is limited. If your till fails, we will advise the caller to trade manually.

Please note that, due to the weekend being an emergency on-call only, no changes to your setup should be made. This includes replacing routers, upgrading PCs, or moving equipment. These events should be scheduled and conducted during our office hours.

Software Support Service Level Agreement

Software support covers only the Fashione software and other processes that require our software to function, including additional services such as integrations with partner services.

Non-standard support or services may incur additional charges.

Depending on the nature of the support required at the time of logging a request with a member of the support team. The required support will be logged as either Critical, High, Medium, or Low. Critical support issues where a customer can not trade take priority, and lower-ranked support tickets will be queued.

An investigation will be required before any estimated resolution times can be provided. Any times provided are estimates based on the severity of the request and the steps required to implement a solution.

The support team members strive to keep you updated on any issues you have logged; however, it is the customer’s responsibility to follow up or provide any additional information if required. Setting up and troubleshooting EPOS equipment not purchased from Fashion Epos Solutions Ltd is not covered under the software support subscription and will be charged separately.

Wherever possible, our support team may offer advice or try to troubleshoot other problems outside this remit, for example, A4 printers, networks, email, etc. However, we may at times be unable to offer a solution because we do not have the necessary training or knowledge base.

Emails sent to support@fashione.co.uk will be answered within a timely fashion. Issues reported by telephone will take priority over those logged by email. Should you feel your issue is high-priority, please follow up any email correspondence with a telephone call to our technical service team on 01257 542 301. Emailing staff members directly will take considerably longer to receive a response.

Please do not use any of Fashione social media pages or the website contact form to log a support incident. These channels are used for sales and marketing only and are not checked by the support team.

Support Disclaimer and Responsibilities:

Please note that our support team cannot be held responsible for device or till failures that occur after a recent support session, especially when a member of our team has connected in, and no faults were apparent at the time.

To limit operational downtime, we are unable to perform full hardware or system diagnostics during every support call. These types of in-depth checks would require the device to be taken offline, preventing you from trading during that time.

While we fully support our software and the underlying Windows operating system, each till or device operates its own locally installed system. The maintenance and updating of this local operating system and any related hardware remain the customer’s responsibility.

Your device’s warranty status will reflect whether the device’s repair is free or chargeable:

Warranty Case Scenarios:
Windows will not boot (corrupt image on the drive), but your till is still under warranty.
Fashione will send out a new drive and accept the faulty drive back at no charge to the customer. As the hardware was still under warranty, Fashione will handle the faulty drive directly with the manufacturer.

Windows will not boot (corrupt image on the drive), but your till is out of warranty.
Fashione will provide a quote for a new imaged drive because the drive is no longer under warranty.

Our support team is here to assist and resolve any issues within our remit. However, we cannot foresee or be liable for hardware or operating system failures. Any clear signs of system failure would be mentioned during the support process.

If you would like to check the warranty status of your hardware, please do not hesitate to contact us.

Annual Price Changes

Monthly software services are subject to annual price adjustments in line with CPI/RPI. These adjustments are standard industry practice and ensure we can continue delivering high‑quality software and support services while keeping pace with inflation.

Cloud-Based Terms and Conditions

Fashione Version 3 is a cloud-based system that requires a broadband connection in order to work. Our POS software is designed to work offline for basic sales, refunds and end-of-day procedures. Sales information will become available from Fashione Office once the till the POS software is back online.

Whereas Fashione Version 3 has been proven to be more stable and faster. Like all technology services, we cannot guarantee 100% uptime. The following factors can affect services, such as end users’ own broadband connections, including broadband speeds. – End Users’ equipment, including tills, computers, routers and their internal network. -Third-party services are used to host a cloud-based system.

Fashion Epos Solutions Ltd can provide advice on how best to run your cloud-based system; it is the end user’s responsibility to maintain and upgrade equipment when necessary. Fashion Epos Solutions Ltd cannot be held liable for any business losses resulting from such downtime.

Cancelling Your Software Service

Your software service requires a 30-day notice period. This needs to be emailed over to accounts@fashione.co.uk. Fashione will inform the customer in this notice when the system will be terminated.

The monthly subscription amount is paid by direct debit. Failure to make consistent monthly payments or being in arrears will affect your software service.

Fashione Epos Solutions Ltd have the right to withdraw the software support and cloud services under the following conditions:

Arrears/Debt
Abusive or threatening behaviour.
Can no longer support the environment where the solution is placed/installed.

Third-Party Hardware

Third-party hardware not supplied by Fashion Epos Solutions has limited coverage under the software support subscription service.

Our support desk may not have the expertise to provide aftercare for unknown printer, scanner, and other peripheral brands and models; therefore, support may be limited. If we cannot resolve the fault, we would advise replacing this with one of our brands.

Continuous faults on third-party hardware that require replacement can result in support being withdrawn.

Third-party hardware can have additional setup fees.

Additional Information

Data Back Up

Since your system is cloud-based, your backups are stored in the Microsoft cloud. Fashione Epos Solutions Ltd cannot be held responsible for any data lost.

It’s the main database that is backed up. Local till data is not backed up.

Software Development

Fashione is an off-the-shelf software solution actively developed by the Fashion Epos Solutions Ltd team. We do take on board customer feedback and possible requests; however, the development of Fashione product is controlled by the company, and who makes the final decisions. The software support subscription does not cover bespoke development.

Third-Party Server Access

We will grant your chosen third-party company read-only access to a database. This is free of charge. However, if the third party creates too much load on the server, we will then need to isolate your database, which would incur an additional monthly cost.