The Hidden Cost of “Free” EPOS Systems

“Don’t worry - the EPOS is free.”

On the surface, that sounds like a no-brainer.

No upfront cost.

No monthly software fee.

Just plug it in and go.

And in hospitality, where margins are tight and costs keep rising, free is a very tempting word.

But here’s the uncomfortable truth:

EPOS systems are never free. You always pay for them, just not always in the way you expect.

Let’s break this down properly, without sales talk or scare tactics, and explain where the real costs of "free" EPOS systems actually live.

Why “Free” EPOS Exists in the First Place

Before we go any further, it’s important to say this:

Free EPOS models exist for a reason, and for some venues, they can work.

But they’re not free out of generosity.

In almost every case, the EPOS provider makes their money through:

• Card payment processing

• Transaction fees

• Locked-in contracts

• Volume-based payment margins

In other words, the EPOS isn’t the product. Your card transactions are.

Once you understand that, the rest starts to make sense.

The Biggest Hidden Cost: Payment Rates

This is where most venues unknowingly pay for their "free" EPOS.

The model usually looks like this:

• EPOS hardware and software appear free or heavily discounted

• You’re required to use the provider’s payment processor

• Card rates are higher than market alternatives

• You’re locked into those rates for the contract term

The difference might look small on paper:

• 0.5% here

• 0.7% there

But over time, especially for busy venues - it adds up fast.

For many operators, the cost of higher payment rates quietly outweighs the cost of a paid EPOS system.

Paying More as You Get Busier

Here’s the irony that catches a lot of people out.

With "free" EPOS:

The more you trade = the more card payments you take = The more expensive the system becomes

Your success increases your costs.

For growing venues or multi-site operators, this can become a serious long-term drain on margin, especially when there’s no flexibility to renegotiate rates as volumes increase.

Limited Flexibility (And Fewer Choices)

Another hidden cost isn’t financial, it’s operational.

Free EPOS systems often come with:

• Little or no choice over payment provider

• Limited integrations

• Fewer reporting options

• Restrictions on add-ons like kiosks, mobile ordering, or loyalty

That might be fine today.

But when your business changes, new sites, new service models, new expectations, those limitations can force an expensive system change later.

And that switch usually costs far more than paying sensibly upfront.

Support Is Rarely "Free" Either

Support is another area where the cracks start to show.

With many free EPOS models:

• Support is minimal

• Response times are slow

• Help is reactive, not proactive

• Complex issues cost extra

When something goes wrong at peak time, the real cost isn’t the EPOS fee, it’s:

• Lost sales

• Stressed staff

• Frustrated customers

That’s a cost no pricing page ever shows.

The Question Operators Should Be Asking

The right question isn’t:

"Is the EPOS free?"

It’s:

"How does this provider make their money, and how much will that cost us over time?"

Once you ask that, the conversation changes completely.

Free EPOS isn’t automatically bad. Paid EPOS isn’t automatically better.

What matters is transparency.

When “Free” EPOS Can Make Sense

To be fair, there are situations where a free EPOS model can work:

• Very small venues

• Low card volumes

• Short-term setups

• Operators who value simplicity over flexibility

The problem isn’t choosing free EPOS.

The problem is choosing it without understanding the trade-offs.

Final Thought: Nothing Is Free, But Clarity Is

In hospitality, every cost shows up somewhere:

• In margins

• In service

• In flexibility

• In stress

"Free" EPOS systems don’t remove cost, they move it.

And the venues that make the best long-term decisions aren’t the ones chasing the cheapest option, they’re the ones who understand:

• What they’re paying

• Why they’re paying it

• And how it scales as they grow

At Truli, that’s always the lens we use: education first, honest conversations, and helping operators understand the true cost of the decisions they’re making.

Even if you never work with us, asking the right questions upfront can save a lot of money, and a lot of pain, later.