This policy applies to subscriptions to our attendance and job-work service. It describes what happens when you cancel, change plan, or need a payment returned.
How the subscription works
- Plans run for a term — monthly, quarterly or yearly — and are billed in advance.
- Each term is invoiced before it starts. If a proforma invoice is not paid, it is cancelled automatically and no term begins.
- Renewing adds the new term to the end of your current one, so renewing early never costs you days you have already paid for. You may renew on any term of your current plan group — that is how you move between monthly, quarterly and yearly billing — and the new plan applies once the renewal invoice is paid.
- After your first payment, a short grace period is added to the paid-through date. Your workspace stays usable until the end of that grace period even if the next term is unpaid.
- When the grace period ends without payment, staff sign-in is blocked and administrators keep access to the billing screens only, so an invoice can still be paid to restore service. Your data is not deleted at that point.
Changing plan mid-term
You can move up to a larger plan without waiting for the term to end. A plan change keeps your current expiry date: you are invoiced for the difference over the days remaining in the term, with the unused value of your current plan already netted off that amount. No separate credit note arises, and the new limits apply immediately.
Two things a plan change cannot do, by design. It cannot move you to a different term — that is a renewal, because it buys a fresh period. And it cannot move you to a smaller or cheaper plan: write to us and we will arrange it, which is covered below.
Moving to a smaller plan
We action these on request. The unused value of your current plan, less what the remaining days cost on the smaller one, is calculated pro-rata and issued to you as a credit note. A move down is only possible while your current usage already fits the smaller plan — if you have more active users or more stored media than it allows, reduce them first and we will then make the change.
Cancelling
- You may cancel at any time by writing to us using the details on our Contact Us page, quoting your organisation symbol. We acknowledge cancellation requests in writing within 2 business days.
- Cancellation stops future renewals in every case, and any renewal invoice still unpaid is cancelled with it. The grace period ends too: access runs to the date stated below and not beyond it.
- Monthly plans: the month you have already paid for runs to its end. You keep access until that paid-through date, you are not billed again, and no credit note arises.
- Quarterly and yearly plans: service ends on the day we process the cancellation, and we issue a credit note for the days of the term left unused, with tax on the same basis as the invoice it reverses. If you would rather keep the service running to the end of the term you have paid for, say so when you write to us and we will leave it in place instead.
- Re-subscribing after cancellation is set up by us by hand — it is not something the billing screens can do for you — so please write to us rather than expecting to restart it yourself.
What a credit note is
A credit note is a document recording an amount we owe you against our invoices. It is not a cash refund and is not applied automatically: we set it against a future invoice when you ask us to, including the first invoice of a later subscription. Where you would rather have the money back, that is a refund request — the cases we refund are listed next.
When we do refund
- Duplicate or mistaken payments — refunded in full.
- Payment taken but service not provided — refunded in full.
- Within 7 days of your first payment, if you have not put the service into use, tell us and we will refund that payment in full, less any non-recoverable payment-gateway charge.
- Sustained failure on our side — if the service is unavailable for a prolonged period through our fault and we cannot put it right, we refund the affected part of the term pro-rata.
Outside these cases we do not return money for the unused part of a term that has already started, except where the law requires it. Whether an open credit note is settled in money rather than against a future invoice is a decision we take on request.
What is not refundable
Payment-gateway and bank charges; taxes already remitted to the authorities; and any implementation, migration or custom development work already delivered and accepted.
How to request a refund, and how long it takes
Write to the email address on our Contact Us page with your organisation symbol, the invoice number and the payment reference. We acknowledge within 2 business days. Approved refunds are returned to the original payment method within 7 to 10 business days of approval; how quickly it then appears depends on your bank or card issuer.
Deleting your data
If you want your workspace and its data removed after cancelling, ask us in writing and we will delete it, retaining only the invoices, credit notes and payment records we are legally required to keep.