Refund Policy
This Refund Policy explains when we do and do not issue refunds for WorkLane subscriptions. It forms part of our Terms of Service and should be read alongside section 4 (Subscriptions and Payment) and section 5 (Cancellation and Termination). Where this policy and the Terms of Service conflict, the Terms of Service prevail.
1. Who This Applies To
WorkLane is supplied to businesses, not to consumers. By subscribing you confirm that you are acting in the course of a trade, business, craft or profession (Terms of Service, section 2). Statutory consumer cancellation rights — including the 14-day right to cancel a distance contract under the Consumer Contracts Regulations 2013 — therefore do not apply to your subscription.
Nothing in this policy affects any rights you have that cannot be excluded or limited by law.
2. Try Before You Pay
Every account starts with a 30-day free trial with full access to all features. No payment details are required to start a trial, and no charge is made unless and until you choose to subscribe. We ask you to use the trial to satisfy yourself that WorkLane is right for your business before you pay.
3. Monthly Subscriptions
Monthly subscriptions are billed in advance. You may cancel at any time from your billing settings. Cancellation takes effect at the end of the current billing period — you keep full access until that date, and you are not charged again.
We do not refund the current month on cancellation, because you retain access for the period you have paid for.
4. Annual Subscriptions
Annual subscriptions are charged as a single upfront payment equivalent to 10 months' fees, at a discount to the monthly price. That discount is given in exchange for the 12-month commitment.
If you cancel part-way through an annual term, cancellation takes effect at the end of that term. We do not refund the unused months on a pro-rata basis, except in the circumstances set out in section 6 below.
5. Renewals
Subscriptions renew automatically until cancelled. We email a reminder before each annual renewal so you have time to cancel if you no longer need the Service.
If an annual subscription renews and you did not intend to continue, contact us within 14 days of the renewal charge. Where the account has not been meaningfully used since the renewal, we will normally close the subscription and refund up to the limit set out in section 8. This is a goodwill measure applied at our discretion, not a contractual right.
6. When We Will Refund
We will issue a refund, in whole or in part as appropriate, where:
- We charged you in error — a duplicate charge, a charge after a valid cancellation, or a charge at the wrong amount or on the wrong plan.
- Seats were billed incorrectly — you were charged for more active seats than your account actually had at the time of billing.
- The Service was substantially unavailable — a prolonged outage or defect attributable to us that prevented you from using WorkLane for a material part of a billing period. We will normally credit or refund the affected portion of that period's fees.
- We terminate your subscription without cause — if we withdraw the Service or close your account other than for breach of the Terms of Service, we will refund the unused portion of any period you have paid for.
- The charge was not authorised — for example, payment taken on a card used without the account holder's permission. Please tell us as soon as you become aware.
- The law requires it — in any case where a refund is required by applicable law.
Refunds under this section are subject to the limit in section 8, except in the cases that section lists as uncapped.
7. When We Will Not Refund
We do not normally refund:
- Time remaining in a billing period after you cancel — you keep access to the end of that period instead.
- Unused months on an annual term where you have decided to stop using the Service.
- Periods during which you had access but chose not to use the Service.
- Seats you stopped using mid-period. Seat reductions are prorated to the day and applied to your next invoice (Terms of Service, section 4.3) rather than refunded.
- Charges on an account suspended or terminated by us for breach of the Terms of Service, non-payment, or misuse of the Service.
- Downtime or defects caused by third-party providers outside our reasonable control, or by your own network, devices or configuration.
- Fees for a plan you consider more expensive than needed, where a cheaper plan was available. We will change your plan going forward on request.
8. Limit on Refund Amounts
The maximum we will refund in respect of any subscription, in any 12-month period, is the equivalent of one month's subscription fee at your current plan rate. For annual subscriptions, one month's fee means one twelfth of the amount paid for that annual term.
This limit applies to all refunds given at our discretion or as a service remedy, including goodwill refunds under section 5 and refunds for unavailability under section 6. Where you would otherwise be entitled to more, the refund is reduced to this amount.
This limit does not apply to money we were never entitled to charge in the first place. We refund the full amount incorrectly charged, without any cap, where:
- You were charged twice for the same period
- You were charged after validly cancelling
- You were charged the wrong amount, or on the wrong plan
- You were billed for more seats than your account had
- The payment was not authorised by you
- We withdraw the Service or close your account other than for breach of the Terms of Service, leaving a period you have paid for unused
Nor does this limit apply where a larger refund is required by law. This limit is separate from, and does not increase, the overall liability cap in section 11 of the Terms of Service.
9. How to Request a Refund
Email notifications@worklane.co.uk from the email address on the account, and include:
- Your company name as it appears in WorkLane
- The date and amount of the charge, or the Stripe receipt
- A brief explanation of why you are requesting a refund
We aim to acknowledge refund requests within one business day and to reach a decision within five business days. If we need more information to assess the request, we will tell you what we need.
10. How Refunds Are Paid
Approved refunds are issued through Stripe to the original payment method. We cannot refund to a different card or account.
Once issued, funds typically appear within 5–10 business days, depending on your bank or card issuer. Refunds include any VAT charged on the original payment. Where a refund is partial, VAT is refunded proportionately.
11. Purchases Made Through an App Store
WorkLane subscriptions are purchased on our website and processed by Stripe. Installing the WorkLane mobile app does not create a separate subscription, and we do not bill you through the App Store or Google Play.
If you subscribe to any WorkLane service through Apple or Google in future, that purchase is made with the app store, not with us. Refunds for those purchases are governed by the relevant store's terms and must be requested from Apple or Google directly — we are not able to refund them.
12. Disputed Charges and Chargebacks
If you believe a charge is wrong, please contact us before raising a dispute with your bank or card issuer. We can usually resolve billing errors far more quickly than the chargeback process.
Where a chargeback is raised, we may suspend access to the account until the dispute is resolved, and we may provide your account and billing records to the card issuer as evidence.
13. Changes to This Policy
We may update this Refund Policy from time to time. The current version will always be available at www.worklane.co.uk/legal/refunds. Material changes will be notified in line with section 14 of the Terms of Service, and the version in force when you paid applies to that payment.
14. Contact
Joshua Tyler Development Limited t/a WorkLane
4 Colvreath Road, Newquay, TR7 2PY
Company Registration No. 14716963
Email: notifications@worklane.co.uk