PatronScan Product Details

1. Support

Q-Racker Ltd provides support for your scanner. For technical issues, repairs, or general help please email service@q-racker.com. For billing queries email accounts@q-racker.com. Or call us on 01702 549100.

2. Billing & Payments

  • Monthly Fees: To be paid each month via Direct Debit, for the following months licence / rental.
  • We will proceed with processing your order once the initial payment has been received and we have received your bank details to set up the direct debit for the monthly fees.
  • Returned Direct Debit Charge: £15 + VAT.
  • Re-activation Fee: £100 + VAT (applies if service has been suspended, either at your request, or due to non-payment).
  • Please notify us of bank detail changes or payment difficulties in advance.

3. Warranty & Care

  • 1-year warranty is included with your contract. However, if the scanner was purchased second-hand (e.g., from a previous customer or through an online marketplace), the warranty may not apply.
  • Warranty excludes accidental or physical damage (repairs/replacement will be charged).
  • Delivery & collection of scanners or parts are always chargeable.
  • Handle your scanner carefully.

4. Software Updates

  • Do not block updates. PatronScan updates the ID library regularly.
  • Updates keep your scanner accurate and compliant.
  • If you encounter issues, call us immediately to avoid disruption during events.

Please also be aware that, in line with GDPR and data protection regulations, all scans are automatically deleted after 30 days. This excludes your ban list, where bans are only deleted once they expire.

5. Non-Payment & Service Suspension

  • Failure to pay may result in suspension of the online service.
  • Suspension means:
    • Your ID scanner(s) will not function.
    • You cannot scan IDs, access your data, or produce reports for the police.
    • Legal issues may arise.
  • Re-activation takes at least 1 working day and incurs £100 + VAT fee.

6. Cancellation Policy

  • 1 month’s written notice required to cancel service.
  • Without notice, monthly fees remain payable.

7. Rented Equipment

  • The minimum rental term is 6 months.
  • If you are renting and your service is suspended; rental charges continue to apply until  the rented equipment is returned to us.
  • Delivery & collection of scanners or parts are always chargeable.

8. Rental Options after the Minimum Term

After the 6-month minimum rental period, you may choose from three options:

Option 1 – Cancel & Return:

  • Return the scanner.
  • After inspection, your deposit (excluding deductions) will be refunded.
  • Any missing parts or accessories, or damage will be deducted from your deposit.
  • If Q-Racker collects the unit, collection fee is deducted from your deposit.

Option 2 – Continue Renting:

  • Carry on renting as long as needed.
  • 1 months’ notice required when cancelling.
  • Once cancelled, deposit refund rules apply as in option 1 (above).

Option 3 – Purchase the Scanner:

After renting our scanner for 6 months, you can use your deposit and 5 months of your rental payments towards purchase. If the scanner is yours, you will only be paying your monthly licence fee.

  • Purchase available any time after the 6-month minimum rental.

The rental agreement gives you the option to buy, but you are not required to do so, and you may continue renting the unit if you prefer. Any rental payments beyond those six months are standard rental fees and do not contribute toward ownership of the unit.

Final price = The current scanner price, minus the deposit paid, minus 5 months’ rental charges.