Damaged, lost, or stolen terminals
If a VenueScan Terminal is damaged, lost, or stolen, you need to notify VenueScan within 1 business day of becoming aware of the issue by emailing support@venuescan.com.au.
Who pays for the replacement?
Whether VenueScan covers the replacement or a fee applies depends on the cause.
| Situation | Outcome |
|---|---|
| Hardware failure not caused by you, or normal wear and tear | VenueScan replaces the terminal at no cost |
| Accidental damage beyond normal wear and tear, loss, theft, or damage caused by misuse or neglect | A $900 (ex. GST) replacement fee applies |
If you’re unsure which category applies, contact support and VenueScan will assess the situation.
How the replacement process works
If VenueScan covers the replacement
VenueScan will replace the terminal within 5 business days of receiving your notification. If the replacement takes longer than that, you’ll receive a pro-rata credit on your next invoice for each day beyond the 5-business-day window.
If a replacement fee applies
- VenueScan issues a $900 (ex. GST) invoice within 3 business days of your notification
- Your monthly fee for the affected terminal continues while you wait for the replacement
- Once the invoice is paid in full, VenueScan replaces the terminal within 5 business days
- If replacement takes longer than 5 business days after payment, a pro-rata daily credit applies to your next invoice
Preventing damage and theft
Under the Terminal Plan, you’re responsible for keeping terminals in a safe and secure location at your venue. You must not modify, tamper with, or attempt to repair any terminal. If something looks wrong, contact support instead.
The full replacement and maintenance terms are set out in clause 6.3 of the Service Agreement .