Terms of service

These terms cover your use of this website and, if you have one, your Raqam POS subscription. They apply from the moment you use the site and for as long as you hold an account with us.

If you are a subscriber you will also have accepted the Raqam POS service agreement in your account area. That agreement is the contract between us. Where it says something different from these terms, the agreement is what applies, and a copy of the exact version you accepted, as it appeared to you on the day, stays available in your account area.

Our registered name, our Information Officer and how to reach us are shown on this site.

Accounts are set up by us. There is no public sign up: we invite you by email once we have agreed to work together, and that invitation is what creates your login.

One account belongs to one business. Keep your password and your staff logins to yourselves, tell us straight away if you think somebody else has them, and keep the contact details on your account current, because that is where our invoices and our notices go.

A subscription licenses your business to use the Raqam POS software on the tills and at the branches recorded on your account, for as long as the account is in good standing. The licence is not transferable, and the software may not be resold or shared outside your business.

Your subscription runs month to month. There is no fixed term and no minimum period. It renews automatically each month until one of us ends it.

The till keeps selling when the internet is down, from the data already on the machine, and syncs when the connection returns. That is not unlimited, and we would rather say so: each till carries a licence it renews whenever it checks in with us, so a till kept offline for a long stretch will eventually lock until it can reconnect. In ordinary use, where a connection comes back within days, you will never meet it. Anything needing a live connection, such as viewing another branch, is unavailable while you are offline.

Subscriptions are charged on the number of tills recorded on your account. Branches are recorded too, but they are not charged for.

Your rate for each till, and the amount that comes to, are agreed with you directly, written into the service agreement you accept, and shown in your account area. We do not publish rates on this site.

Fees are billed monthly in advance, in South African Rand, to the default card saved on your account. Where we are a registered VAT vendor, each invoice is a tax invoice and shows VAT separately. Every invoice carries its own serial number and can be downloaded from your account area at any time, including invoices from earlier periods.

Your first invoice covers the remainder of the month in which billing starts, in proportion to the days left in it. We do not charge a whole month for a month that has mostly gone.

Billing begins once your card is confirmed, and that first invoice is raised and charged automatically shortly afterwards rather than in the moment you press the button. From then on each invoice covers a calendar month and is charged at the start of it.

Tills you add during a month are charged for the days remaining in that month, in proportion. That amount is not taken on the day: it appears as a separate line on your next invoice.

If you add back a till you removed earlier in the same month, there is nothing more to pay for it in that month. You have already paid for that till in that period, and we do not charge twice for it.

Removing a till takes effect from your next monthly charge. The month already under way is not adjusted and is not refunded.

If we increase the rate we charge for each till, we will tell you at least thirty days before the increase takes effect, and you are free to cancel before it does. A decrease simply applies from your next monthly charge.

Changing your own till or branch counts is not a rate change. That is covered under Adding and removing tills.

Card details are entered directly with our payment provider, on their own page. We never see or store your card number. What we keep is a token from the provider that lets us charge that card and nothing else, and for a card added through our current provider, not even its brand or last digits. Where a card was added through a previous provider, its brand and last digits may remain on the record until that card is removed.

Adding a card carries a small once-off fee, shown to you before you confirm. It is how the card is confirmed with your bank as real and able to pay, and it is not refunded.

You may save more than one card. The one marked as your default is the one we charge. You can change which card is the default at any time, and you can remove any card that is not the default. To remove the default card, first make another card the default, or cancel your subscription. That is deliberate: it stops an account being left live with no way to pay. If the agreement you signed says you may remove your card at any time, that still stands; tell us and we will remove it and stop billing you.

We will tell you, and we will try the card again three days later, and once more four days after that. We do not retry the same card over and over on the same day, because a card retried like that can be blocked by the bank that issued it. If the third attempt does not go through we stop trying and come to you instead.

Your till keeps working while we sort it out. If an account stays in arrears we may suspend the service until it is settled, and we will tell you before we do.

Fees are charged monthly in advance, and an amount already charged for a month that has begun is not refunded, unless we agree otherwise with you in writing. Cancelling stops the next charge; it does not reverse the current one. Reducing your till count part way through a month does not produce a refund either, for the same reason.

One refund happens on its own, and you should not have to ask for it: a charge that does not match the invoice it was for, which we refund in full, and we stop billing that account until a person has looked at it.

Two more we will refund as soon as you tell us. Our systems are built so that neither should happen, which is exactly why we might not notice on our own: a charge taken after a cancellation had already taken effect; a second charge for a month that has already been paid for.

If you think you have been charged in error, write to us with the invoice number and we will come back to you within five business days. Refunds are returned to the card that was charged, because that is how our payment provider processes them. Please talk to us before asking your bank to reverse a charge: a chargeback costs both of us more than a conversation does.

Nothing in this section takes away a refund the law entitles you to.

You may cancel at any time. There is a cancel option in your account area that sends us the request, and you are equally welcome to email us instead. Either way a person picks it up, stops the billing, and confirms it back to you.

It goes to a person rather than taking effect the instant you click, so that nothing is left half finished. It is not a gate, and we will not refuse it. If you are not a juristic person, the Consumer Protection Act gives you the right to cancel on twenty business days written notice, and nothing here takes that right away or charges you a penalty for using it.

We stop billing you from the next charge date, and you keep the use of the software for the month you have already paid for. Your invoices stay available in your account area afterwards.

We may end your subscription on thirty days written notice.

We may end it immediately if you breach the service agreement and do not put the breach right within fourteen days of us asking you to.

If we end your subscription for reasons of our own rather than because of something you have done, we refund the unused part of any month you have already paid for. It would not be right to keep money for a service we have decided to stop providing.

Support is available on South African business days, from 8am to 5pm, by email and on the numbers shown on this site. We respond within one business day, and sooner where a till cannot trade.

Included: help using the software, help with an error in it, help restoring from your backup, guidance on setting up branches, tills, products and staff permissions, and updates as we release them.

Not included: hardware of any kind, including tills, printers, scanners, scales and cash drawers, which are supported by whoever sold them to you; your internet connection or network; accounting or bookkeeping advice; recovering data where no backup exists; training beyond the initial setup; and work caused by somebody else changing your system.

We may charge separately for work outside that list, and we will tell you what it costs before we start it.

Your trading data is yours. We hold it to run the service, and we do not sell it.

Keep your own backups where you can. The till holds a full copy on the machine and syncs it to us, but a machine can be lost or stolen.

We handle personal information in line with the Protection of Personal Information Act and our privacy policy, which forms part of these terms. You are responsible for the personal information of your own customers and staff that you put into the software, and for having a lawful basis to hold it.

When your subscription ends we keep your trading data for ninety days, so that you can still ask us for a copy, and then delete it. We keep billing records for as long as the law requires us to.

We provide the software and support with reasonable skill and care.

We do not promise that the software is free of every error, or that it does something we have not agreed with you in writing. If something is broken, tell us and we will fix it.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for our gross negligence, for fraud or any other deliberate wrong, or for anything else that cannot lawfully be limited. Your rights under the Consumer Protection Act are not affected by this section.

Beyond that, our total liability to you in any twelve month period is limited to the fees you paid us in that period. We are not liable for business you lose, profits you do not make, or data you lose where you had no backup, except where the law says otherwise.

You are welcome to read this site and to contact us through it. The words, images and design on it are ours, and you may not copy or republish them without our permission.

What this site says describes the product as it works today, and we keep it accurate. Where your service agreement points at a description on this site, that description is part of what we have promised you. Beyond that, a page here is not an offer and does not by itself create an agreement between us.

We may update these terms as the service changes, and the date at the top of this page says when they last changed. We will tell account holders about a change that materially affects them.

Changing these terms does not change your service agreement. It does not change your rate, what you are charged for, how you can cancel, or anything else the agreement settles. Those change only when we issue a new version of the agreement and ask you to accept it, and until you do, the version you signed is the one that applies to you.

If something has gone wrong, write to us first. We will acknowledge you within two business days and come back with an answer within ten. Most things are quicker to fix than to argue about.

These terms are governed by the law of South Africa, and the South African courts have jurisdiction over any dispute arising from them. Nothing here takes away a right the Consumer Protection Act gives you, including your right to refer a complaint to the National Consumer Commission or to a consumer court.