Questions and answers

Twenty questions we are asked most often, grouped by subject.

Reviews

How many extra reviews should I expect?: It depends on traffic and on whether staff mention the stand. A café doing 200 covers a day usually goes from two or three reviews a month to somewhere between fifteen and forty. We show you the tap count from week one, so you can see what is actually happening instead of taking our word for it.
What if it brings in negative reviews?: Some will be. The stand asks everyone, not only happy people, and that is the point — a 4.7 built on 300 reviews is worth more than a 5.0 built on nine. What changes is that unhappy guests write to Google instead of vanishing, and you get the chance to reply in public.
Is this against Google’s rules?: No. Google objects to paying for reviews, filtering out unhappy customers, or writing reviews yourself. Making it easier for any guest to leave an honest review is allowed and always has been. We do not offer discounts for reviews and we will not set that up for you.
Where should the stands actually go?: Where people wait with nothing to do: the pickup counter, the card machine, the tables nearest the window. We place them on install day and then look at the tap numbers after two weeks and move them. The dashboard is what settles the argument, not opinion.

What do you charge on card payments?: Nothing. Card fees are charged by Square or Stripe directly to you — currently about 2.6% plus 10c for an in-person tap or chip. We never sit between you and your money and we take no percentage of your sales.
Whose name is the payment account in?: Yours, always, with your bank details and your email as the login. We can be added as a limited user to help with menu changes, and you can remove that access at any time without contacting us.
Can we still take cash?: Yes. The Counter Kit includes a cash drawer that opens on cash sales and keeps the till reconciled at close. Only the kiosk is card-only, which is why we always keep one staffed register alongside it.
We already have a POS. Can you work with it?: Usually. Square, Stripe, Clover and Toast counters we support directly; anything else we check before you spend a dollar. If your system will not talk to a kitchen printer or a kiosk, we tell you that instead of selling you a workaround that breaks in a month.

Will our older customers use a kiosk?: Some will not, and the register stays open for them. In practice the kiosk absorbs the half of the queue that is comfortable with a phone, which is the half that builds up at noon. Nobody is forced to use it and no staff member is removed because of it.
How long until a kiosk pays for itself?: The honest answer is that it depends on your lunch peak. Where a kiosk works, it works by shortening the queue at the one hour when people leave, and by adding a topping or a size upgrade to orders that would not have had one. Ask us and we will do the arithmetic with your own numbers before you buy.
We do not have floor space. Does it still work?: The desktop kiosk sits on the counter or on a narrow pedestal and needs about 18 inches of width. If your counter is full, we look at the queue line on the site visit and usually find a position that does not block the pickup side.
Who updates the kiosk menu?: You can, from a phone, in the same place you edit the menu board. If you would rather not, it is part of the support plan and you send us a WhatsApp message instead. Changes appear on the kiosk in under a minute either way.

Is same-day install real, or a slogan?: Real for anything we hold in stock: review stands, printers, tablets, customer displays, counter kits. A kiosk or a menu board usually takes one to three days because of the screen and the menu design. If we cannot do it today we say so in the first message, not after you have paid.
Do we have to close while you install?: No. We work around service — usually between ten and half past eleven, or after three. The only noisy part is drilling for a wall mount, and that takes minutes, not hours.
What languages do you support in?: English, Spanish and Russian, on the phone and on WhatsApp, by the same people who did your install. Staff training on the day is done in whichever of the three your team actually works in.
How fast do you answer when something breaks?: Inside service hours, minutes on WhatsApp. If it stops you taking money, it jumps the queue and we either fix it remotely or drive out. On the support plan, hardware that has to go for repair is replaced from our stock the same day.

Is there a contract?: No lock-in contract. Hardware is bought outright and it is yours. The monthly plans — kiosk software and support — are cancelled by telling us before the month ends, and nothing stops working that you own.
How do we pay you?: Card, bank transfer or Zelle, invoiced to the business. For installs over $1,000 we take half up front and half when it is working, on site, after you have rung a real sale through it.
What does the warranty actually cover?: Twelve months on hardware we supplied, covering failure in normal use, including our labour to come out and swap it. It does not cover a printer that went in the sink or a screen that was hit with a tray, though we will still repair those at cost.
Do we get a proper invoice for the accountant?: Yes — an itemised invoice with our details, your business name, and the hardware and labour separated, which is what your accountant needs to depreciate the equipment. Monthly plans are invoiced on the same day each month.

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