Terms of Use

1. Service Overview 


• MHouse provides Point-of-Sale (POS) solutions, including software, hardware, and support services.  
• All services operate under a rolling contract with a 30-day cancellation notice required.  
• Non-payment may result in the suspension of system access until the issue is resolved.  
• MHouse reserves the right to update these terms periodically. 


2. Offer Availability 


• Services and hardware are subject to availability and while stocks last.  
• Additional promotional terms may apply and will be specified in relevant offers. 
• On the 1st April of each year, your monthly service charge may increase in line with the Retail Price Index (RPI).

• RPI (or Retail Price Index) is a measure of inflation published by the Office of National Statistics. 
• Unless stated otherwise, agreements will be based on a 24-month time period with contract rolling upon expiration. 
• Early termination fees will apply, for those wanting to get out of their contract. This will be subject to termination date. 

3. Maintenance & Support


• MHouse provides software support through remote access and, if required, on-site servicing. 
• On-site visits aim to be within 8 business hours, subject to demand and prior commitments. 
• MHouse covers issues related to its software, servers, and operating systems as part of its service agreement. 
• MHouse does not cover third-party installations, viruses, or damage caused by external software or hardware. 
• Support for third-party issues may be available at an additional charge, with service time scales dependent on demand. 
• Hardware purchased through MHouse, including tills, CCTV cameras, and TV screens, is covered under the manufacturer’s warranty. After the warranty period, customers are responsible for repair or replacement costs. 
• Customers must provide a reliable broadband connection for system installation and maintenance. If broadband
is unavailable, additional charges may apply for callouts. 
• MHouse does not cover customer-installed software or hardware. Coverage is limited to software and hardware
installed by MHouse after the installation date. 
• MHouse Business Solutions Ltd may request data for marketing or commercial purposes and may receive financial
compensation from integration partners to cover associated costs. 
• MHouse software is licensed only to customers with an active support and maintenance plan.
Failure to maintain payments may result in the termination of system access.  
• Software support is provided remotely or on-site if required.  
• On-site visits aim to be within 8 business hours, depending on demand.  
• MHouse covers issues related to its software, servers, and operating systems.  
• MHouse does not cover third-party installations, customer-installed software/hardware, or damage caused
by poor electricity supply.  
• Hardware purchased through MHouse is covered under the manufacturer’s warranty; repairs beyond this period are chargeable.  
• Support is available Monday–Friday, 9 AM–5 PM, with an emergency line for urgent cases. 

4. Installation 


• MHouse does not modify store furniture (e.g., counters, desks, tables) to accommodate hardware installations. 
• Training at installation is limited to a maximum of 12 hours per business. Additional training hours will be charged
at the standard rate. 
• Over-the-phone training is available if agreed upon in the contract. Customers must book a time slot at least one hour in advance. 
• Customers must install network cabling from the back office to the till point before installation. Failure to do so may result in installation delays or additional service charges. 
• MHouse staff may print and send store labels after the database build; however, displaying and managing these labels is the responsibility of the storeowner and staff.  
• MHouse is not responsible for modifying store furniture (e.g., counters/desks) to fit hardware.  
• Training at installation is limited to 12 hours per business; additional training may be chargeable.  
• Phone training is available if scheduled in advance.  
• Customers must install necessary network cabling before installation. 

5. Premium Tier Coverage 


• MHouse shall facilitate device replacement for faulty hardware to ensure continuous system operation with zero downtime,
subject to verification of covered failure. 
• All hardware replacements deemed necessary under this agreement shall be provided at no additional cost to the Customer,
with no charges, fees, or other monetary obligations beyond the Premium Tier subscription fee. 
• Customer shall receive prioritised status for all service call-outs when qualifying system issues arise. 
• Customer shall be entitled to exclusive discounts on future equipment upgrades and system additions as set forth in the
then-current Premium Tier Discount Schedule. 
• Engineer call-outs for all Hardware Cover-related issues shall be provided without additional charge, limited to issues directly related to covered hardware. 
• Premium Tier Coverage does not back-office hardware and handheld devices, these fall into a different product range and
require package upgrade. 



COVERAGE EXCLUSIONS: 


• Customer negligence or misuse, as determined by Provider’s reasonable assessment.
• Third-party hardware, hardware must have been purchased from MHouse. 
• Third-party software issues not directly related to hardware functionality.
• Equipment that exceeds five year from original date of purchase.
• Cosmetic damage that does not materially affect device performance or functionality.
• Unauthorized modifications or repairs performed on covered hardware.
• Loss or theft of devices from Customer premises or care.


6.Termination & Cancellation 


• Customers on a rolling contract may cancel their contract by providing 30 days’ written notice.  
• MHouse reserves the right to terminate service if the customer fails to pay, breaches terms, misuses the service, or violates
legal policies.  
• Unpaid accounts may result in the removal of hardware if payments are not settled within the agreed timeframe. 

7. Data Protection & Privacy 


• MHouse processes customer data in compliance with applicable data protection laws.  
• Usage data (e.g., account activity) may be collected to enhance services and for fraud prevention.  
• Data may be shared with selected third parties for business operations and marketing.  
• Full details are available in our Privacy Policy.

8. Complaints & Dispute Resolution


Contact MHouse via: 


Phone: 0800 242 5360 
Email: support@mhouse.uk


Complaints will be addressed promptly, with escalation procedures available if necessary. 

This document contains material terms of the MHouse overview agreement.
Additional terms and conditions apply as set forth in the Individual Services Agreements.