DocRide Pricing, Billing & Refund Policy

How subscriptions are priced, billed, renewed, cancelled, and—where applicable—refunded for DocRide customers.

Effective Date: 16 December 2025

DocRide Pricing, Billing & Refund Policy

DocRide is a business-to-business (B2B) software-as-a-service (SaaS) platform designed to support organisations in managing occupational health and safety. This Pricing, Billing & Refund Policy explains how subscriptions are priced, billed, renewed, cancelled, and, where applicable, refunded. It should be read alongside our Terms of Service and Privacy Policy.

Nothing in this policy limits any statutory rights that cannot be excluded under the laws of England and Wales.

1. Subscription Plans and Included Services

1.1 Subscription plans

DocRide offers subscription plans based on:

  • number of user accounts (administrators and standard users),
  • storage capacity, and
  • access to specific platform modules and features.

All prices are displayed in British Pounds (GBP £) and are exclusive of VAT, which will be added at checkout where applicable in accordance with UK tax legislation.

1.2 Included features

Each paid subscription plan includes:

  • a defined number of user accounts;
  • a defined cloud storage allocation;
  • access to AI-powered features (such as risk assessment generation and compliance support);
  • standard customer support via email;
  • regular platform updates, enhancements, and security patches.

1.3 Fair usage

Certain features and allowances are subject to a fair usage policy, intended to support normal business use.

If usage approaches or exceeds expected levels:

  • in-platform notifications will be displayed, and
  • DocRide may require the purchase of relevant add-ons.

DocRide reserves the right to adjust fair usage thresholds with at least 30 days’ notice to the primary administrator.

1.4 Add-ons and additional usage

Where usage exceeds plan entitlements, customers may purchase add-ons such as:

  • additional administrator accounts;
  • additional standard user accounts; and
  • additional storage capacity.

Add-ons must be purchased before use and are non-refundable, except where required by law.

2. Billing and Payment Terms

2.1 Billing cycle

Subscriptions are billed monthly in advance. The billing date is determined by the date you first subscribe to a paid plan.

2.2 Initial payment

When you subscribe to a paid plan:

  • the first month’s subscription fee (plus VAT, where applicable) is charged immediately;
  • access to paid features is granted once payment is successful.

2.3 Recurring billing

Subscriptions renew automatically each month unless downgraded or cancelled before the next billing date. Fees are charged regardless of usage during the billing period.

2.4 Payment methods

Payments are processed securely via Stripe. You are responsible for ensuring that your payment details remain valid and up to date.

2.5 Failed payments

If a payment fails, DocRide may:

  • notify you via email and/or in-platform messaging;
  • retry the payment after approximately 3 days;
  • make a final retry attempt after approximately 7 days;
  • apply a reasonable late payment charge of £10 if payment remains outstanding after 10 days;
  • restrict or suspend account access until payment is received.

Notifications will be provided at each stage.

2.6 Suspension for non-payment

If payment remains outstanding after retry attempts, your account may be suspended. During suspension, users will be unable to access the platform.

3. Cancellation and Refunds

  • How to Cancel: The primary admin account holder may cancel the subscription at any time through the account settings portal or by contacting our support team at support@docride.co.uk. No cancellation fees are charged.
  • Cancellation Effective Date: When you cancel, your subscription will remain active until the end of your current billing period. You will retain full access to all features and your data until the subscription expires. No further charges will be made after the current billing period ends.
  • Refund Policy:
    • Pro-rata refunds are not provided for partial months. Your subscription remains active until the end of the paid billing period.
    • If you were charged in error or charged twice, please contact support within 14 days for a full refund.
    • Refunds for billing errors will be processed to your original payment method within 14 business days of approval.
    • No refunds are provided for services already rendered or for cancellations made mid-billing cycle.
  • Data Export and Retention After Cancellation:
    • You retain full access to export your data until your subscription expires at the end of the billing period.
    • After cancellation, your data is retained for 30 days in a read-only state, allowing you to reactivate your subscription or export data if needed.
    • After 30 days, all data associated with your account will be permanently deleted from our servers in compliance with UK GDPR and our Privacy Policy.
    • Important: We strongly recommend exporting all critical data before cancellation. Once deleted, data cannot be recovered, even if you resubscribe.
  • Reactivation: You may reactivate a cancelled subscription within 30 days of cancellation to restore access to your data. After 30 days, you will need to create a new account and start fresh.

4. Additional User Accounts and Plan Upgrades

  • Adding User Accounts: You may add additional user accounts at any time through your account portal. Each plan includes a specified number of user accounts. Additional users beyond your plan's allocation can be added at the per-user monthly rate specified in your plan details.
  • Pro-rated Billing for New Users: When you add users mid-billing cycle, you will be charged a pro-rated amount for the remaining days in the current billing period. From the next billing cycle onwards, the full monthly fee per additional user will apply.
  • Removing User Accounts: You may remove user accounts at any time. Credits for removed users will be applied as a pro-rated discount to your next billing cycle. No refunds are provided for removed users in the current billing period.
  • Plan Upgrades: You may upgrade to a higher-tier plan at any time. When upgrading, you will be charged a pro-rated amount for the difference between your current plan and the new plan for the remaining billing period. Your next billing cycle will reflect the full price of the new plan.
  • Plan Downgrades: You may downgrade to a lower-tier plan, effective at the end of your current billing period. No immediate refunds are provided for downgrades, but your next billing cycle will reflect the lower plan price. Ensure your usage fits within the new plan's limits before downgrading.

5. Account Suspension and Termination

  • Termination for Non-Payment: If payment cannot be processed after the retry attempts outlined in Section 2, your account will be automatically suspended. You will receive email notifications throughout this process. During suspension:
    • You retain read-only access to export your data for 14 days
    • No new data can be created or modified
    • After 14 days without payment, the account will be terminated and data deletion will begin
  • Termination for Terms of Service Violations: DocRide reserves the right to suspend or terminate accounts that violate our Terms of Service, engage in fraudulent activity, misuse the platform, or pose security risks. In such cases:
    • We will notify you via email with the reason for termination
    • You will have 7 days to export your data (if the violation does not pose immediate security risks)
    • Serious violations may result in immediate termination without access to data
  • Appeals Process: If you believe your account was suspended or terminated in error, you may appeal the decision within 14 days by contacting support@docride.co.uk with detailed information. We will review appeals within 5 business days and respond with our decision.
  • Account Reinstatement: Accounts terminated for non-payment may be reinstated by:
    • Paying all outstanding balances, including any late fees
    • Providing valid payment information for future billing
    • Paying a reinstatement fee of £25 if the account has been suspended for more than 30 days
    Accounts terminated for Terms of Service violations may not be eligible for reinstatement.
  • Data Deletion After Termination: All data associated with terminated accounts will be permanently deleted 30 days after termination, in accordance with our Privacy Policy and UK GDPR requirements. This deletion is irreversible.

6. Modifications to Pricing

  • Changes: DocRide may adjust subscription fees, additional usage rates, or package structures at any time, with consideration of customer feedback and statutory rights. Customers will receive 30 days' notice via email before changes take effect. Continued use of the service after the notice period implies acceptance of the updated pricing.

7. VAT and Taxes

  • Exclusion: All listed fees exclude VAT and other applicable taxes, which will be added to your invoice based on your location and prevailing UK tax regulations.

8. Free Trial and Demonstration

  • Free Trial Period: New customers may be eligible for a free trial period as advertised on our website. Trial duration and available features will be specified at the time of signup. No payment information is required to start a free trial.
  • Trial to Paid Conversion: At the end of your trial period, you may choose to subscribe to a paid plan. There is no automatic conversion to a paid subscription—you must explicitly select and pay for a plan to continue using the service.
  • Trial Limitations: Free trials may have limitations on storage, number of users, or certain advanced features. These limitations will be clearly stated during signup.
  • Trial Data: Data created during your trial period will be retained for 30 days after the trial ends. If you do not subscribe within 30 days, trial data will be permanently deleted.
  • One Trial Per Organization: Free trials are limited to one per organization. Multiple trial accounts from the same organization may be declined.

9. Billing Disputes and Resolution

  • Reporting Billing Issues: If you believe you have been incorrectly charged or have questions about your bill, please contact our support team at support@docride.co.uk within 14 days of the charge. Please include your invoice number, account details, and a description of the issue.
  • Investigation Timeline: We will investigate all billing disputes within 5 business days and provide a response within 14 business days. Complex disputes may require additional time, and we will keep you informed throughout the process.
  • Resolution Options: If a billing error is confirmed, we will:
    • Issue a refund to your original payment method, or
    • Apply a credit to your account for future billing cycles (at your preference)
  • Service Continuity During Disputes: Your account will remain active during the investigation of legitimate billing disputes. We will not suspend service for disputed charges while the matter is being resolved.
  • Chargeback Policy: If you initiate a chargeback with your payment provider without first contacting us, your account may be suspended pending resolution. We encourage you to contact our support team first to resolve any issues quickly and maintain uninterrupted service.

10. Customer Support

  • Support Channels: Customer support is available via email and in-app chat. Higher-tier plans may include priority support and phone support. Support hours are Monday–Friday, 9:00 AM – 5:00 PM GMT (excluding UK bank holidays).
  • Response Times: We aim to respond to all support inquiries within 24 hours during business days. Urgent billing or account access issues receive priority handling.
  • Contact Information: For billing inquiries, account issues, or general support:

11. Governing Law and Jurisdiction

  • Applicable Law: This Pricing Policy and all matters relating to your subscription and payment for DocRide services are governed by and construed in accordance with the laws of England and Wales, without regard to conflict of law principles.
  • Jurisdiction: Any disputes, claims, or legal proceedings arising from or relating to this Pricing Policy or your use of DocRide services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
  • Consumer Rights: Nothing in this Pricing Policy affects your statutory rights as a consumer under UK law. If you are a consumer, you may have additional rights under consumer protection legislation that cannot be excluded or limited.

12. Changes to This Pricing Policy

  • Policy Updates: DocRide reserves the right to modify this Pricing Policy at any time. Changes may include adjustments to subscription fees, billing terms, refund policies, or other provisions outlined herein.
  • Notice of Changes: Material changes to this Pricing Policy will be communicated to customers at least 30 days in advance via email to the primary admin account. The updated policy will also be posted on our website with a revised "Effective Date."
  • Acceptance of Changes: Your continued use of DocRide services after the effective date of policy changes constitutes acceptance of the updated terms. If you do not agree with the changes, you may cancel your subscription in accordance with Section 3 before the changes take effect.
  • Review Regularly: We encourage you to review this Pricing Policy periodically to stay informed about our billing practices and terms.

13. Acknowledgment and Agreement

By subscribing to DocRide services or providing payment information, you acknowledge that you have read, understood, and agree to be bound by this Pricing Policy. You confirm that:

  • You have the authority to enter into this agreement on behalf of your organization (if applicable)
  • You understand the billing cycle, payment terms, cancellation policy, and data retention practices
  • You agree to maintain valid payment information and pay all fees according to the terms outlined herein
  • You understand that this Pricing Policy should be read in conjunction with our Terms of Service and Privacy Policy

If you have any questions about this Pricing Policy, please contact us at support@docride.co.uk before subscribing.