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      Important Announcement Regarding Our Services (17 November 2023)

      This Q&A page will endeavour to answer most of your questions regarding the recent announcement.

      This article is not applicable to Epos Now customers.

      Epos Now customers remain and will remain unaffected.

       

      FAQ updated 21/11/2023

      New section added: Is Yoello shutting down?

      No, Yoello is continuing to trade, our focus has changed to POS-integrated solutions, such as Epos Now.

      Yoello are only exiting the Yoello direct standalone (non-POS-integrated) order & pay solution.

      FAQ Contents

       

      When will my Order & Pay service stop working?

      Termination of the Agreement will take effect at midnight on 17 December 2023, which is 30 days from the date when you receive this notice.  After the termination date Yoello products will no longer be available.

      What will happen to my pending Stripe payouts?

      Any pending Stripe payouts will be paid into your nominated bank within the normal timescales (2 working days).

       

      What will happen to my subscription; do I need to cancel it?

      As of 20 November 2023, we have cancelled all subscriptions, you can still use the service until the deadline without subscription payment. We have not adjusted any transaction fees.

       

      What if a customer submits a chargeback request with their bank?

      If one of your customers initiates a dispute with their bank, we will handle the process in accordance with our standard procedures. Customers have up to 120 days to raise a dispute with their bank.

      In the event that a dispute is lodged, we will notify you and request relevant evidence for our investigation. Please be aware that the disputed amount will be temporarily deducted from your bank account during the investigation. If the dispute is resolved in your favour, the deducted amount will be refunded to your bank account.

       

      What should I do with my Sunmi device (Yoello POS)?

      We do not require you to send this back to us; please discard this device responsibly.

      If you choose to return it to us for proper disposal, you can send it to the following address. Please note that we are unable to reimburse you for postage.

      Yoello, 10th Floor, Room 10:43, Brunel House, 2 Fitzalan Rd, Cardiff, CF24 0EB

      Can customers still place orders on my Yoello site after 17 December 2023?

      After 17 December 2023, customers will be unable to place an order on your Yoello site. We will disable your venue on your behalf.

       

      Explore an alternative Order & Pay service recommended by Yoello.

      We have put in place an arrangement with Peazi and Mr Yum, who also provide hospitality mobile Order & Pay solutions.   

      If neither of these are suitable for you then you can, of course, choose your own alternative provider.  Whatever the case, to complete smooth onboarding to a new supplier we recommend that you find your alternative by 24 November at the latest.

       

      Is Yoello shutting down?

      No, Yoello is continuing to trade, our focus has changed to POS-integrated solutions, such as Epos Now.

      Yoello are only exiting the Yoello direct standalone (non-POS-integrated) order & pay solution.

       

      If your question is not listed, please submit a request.

      We will look to respond to you via email within 48 hours of the submission.

       

       

      To view the communication dated 17 November 2023 please visit Important Announcement Regarding Our Services.