Jobmerger1. ABOUT THIS POLICY
1.1 Purpose. This Refund and Cancellation Policy explains how Customers of Jobmerger Support Services Ltd ("Jobmerger", "we", "us", "our") can cancel a Subscription to our care management platform and mobile application, and when refunds are given.
1.2 Relationship with our Terms. This Policy forms part of our Terms and Conditions, and capitalised terms such as "Customer", "Business Customer", "Individual Subscriber", "Order", "Subscription" and "Subscription Period" have the meanings given there. If this Policy conflicts with a signed Order, the Order prevails for that Subscription.
1.3 Statutory rights. Nothing in this Policy affects the statutory rights of Individual Subscribers under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. FREE TRIALS
2.1 No charge during a trial. You are not charged during a free trial.
2.2 Cancelling before conversion. If you gave payment details when you started the trial, you can cancel at any time before the trial ends in your account settings, and you will not be charged. We will remind you by email at least three days before charging starts.
2.3 After conversion. If you do not cancel, your paid Subscription starts when the trial ends. Individual Subscribers then have the cancellation right in Section 3.
3. INDIVIDUAL SUBSCRIBERS: 14-DAY RIGHT TO CANCEL
3.1 Your right. If you are an Individual Subscriber, you may cancel your first paid Subscription within 14 days after the day on which the contract is formed, without giving a reason. Where your Subscription follows a free trial, the 14 days run from the day the paid Subscription starts.
3.2 How to cancel. Tell us clearly that you wish to cancel, by using the cancel option in your account settings or by emailing accounts@jobmerger.com. You may use the model cancellation form below, but you do not have to.
3.3 Payment for access already provided. When you subscribe, you ask us to give you access immediately. If you cancel within the 14-day period, we will refund the amount you paid less a proportionate amount for the days of access you received before you told us you were cancelling.
3.4 Timing of refund. We will refund you within 14 days after the day on which you tell us you are cancelling, using the payment method you used, unless you agree otherwise. You will not be charged a fee for the refund.
3.5 Model cancellation form. To: Jobmerger Support Services Ltd, St. James House, Hollinswood Road, Central Park, Telford, England, TF2 9TZ, email accounts@jobmerger.com. I hereby give notice that I cancel my contract for the supply of the following service: Jobmerger subscription, plan name: _______________. Ordered on: _______________. Name: _______________. Address: _______________. Date: _______________.
4. CANCELLING A MONTHLY OR ANNUAL ONLINE SUBSCRIPTION
4.1 Cancel at any time. You can cancel an online Subscription at any time in your account settings or by emailing accounts@jobmerger.com. Cancellation stops the next renewal.
4.2 Access until period end. You keep access until the end of the Subscription Period you have paid for.
4.3 No partial refunds. Apart from Sections 3, 6 and 7, we do not refund Fees for the remainder of a current Subscription Period after cancellation.
4.4 Renewal reminders. For annual Subscriptions, we send a reminder at least 30 days before renewal stating the renewal date, the price and how to cancel. If you are an Individual Subscriber and you tell us within 14 days after an annual renewal that you did not intend it to renew, we will cancel it and refund the renewal Fee less a proportionate amount for the days of access used.
5. BUSINESS CUSTOMERS WITH AN ORDER
5.1 Committed term. Subscriptions under an Order run for the committed term stated in the Order. Fees for that term are non-cancellable and non-refundable, except as set out in this Policy, the Order or our Terms and Conditions.
5.2 Non-renewal. To stop an Order renewing, give written notice at least 30 days before the end of the current Subscription Period, unless the Order states a different period.
5.3 Set-up, onboarding and training. Fees for implementation, data migration, configuration and training are non-refundable once the work has been performed. If we cancel scheduled work, or the Customer cancels it at least five business days in advance, prepaid Fees for work not performed will be refunded or credited.
5.4 User reductions. A reduction in the number of Authorised Users or service users takes effect from the next Subscription Period and does not give rise to a refund for the current period.
6. WHEN WE WILL ALWAYS REFUND
6.1 Pro rata refunds. We will refund prepaid Fees for the unused part of a Subscription Period where:
you end your Subscription because we have materially reduced the core functionality of your plan, under Section 3.3 of our Terms and Conditions;
you object to a new sub-processor and end the affected Subscription under Section 13.7 of our Terms and Conditions;
you terminate for our material breach under Section 19.2 of our Terms and Conditions;
we cannot remedy a failure of the Platform to perform materially in accordance with its documentation, under Section 21.1 of our Terms and Conditions; or
we end your Subscription for a reason other than your breach, insolvency or non-payment.
6.2 Duplicate or incorrect charges. If you are charged twice or charged an incorrect amount, we will refund the overpayment in full once we have verified it.
7. INDIVIDUAL SUBSCRIBERS: FAULTY SERVICE
7.1 Your remedies. If the service we provide to an Individual Subscriber is not performed with reasonable care and skill, or is not as described, you can ask us to put it right. If we cannot do so within a reasonable time and without significant inconvenience to you, you are entitled to an appropriate price reduction, which may be a full refund.
8. HOW REFUNDS ARE PAID
8.1 Method. Refunds are paid to the original payment method, or for invoiced Customers to the bank account from which payment was received, in pounds sterling.
8.2 Timing. Unless Section 3.4 applies, we will issue an approved refund within 14 days of approving it. Your bank or card provider may take further time to credit it to your account.
8.3 VAT. Refunds include any VAT paid on the refunded amount, and we will issue a credit note where required.
9. CHARGEBACKS
9.1 Contact us first. Please contact us before raising a chargeback, so that we can resolve the issue quickly. If a chargeback is raised for a charge that was valid, we may suspend the account until the matter is resolved, in accordance with our Terms and Conditions.
10. YOUR DATA WHEN A SUBSCRIPTION ENDS
10.1 Export. Ending a Subscription does not delete your records immediately. Section 20 of our Terms and Conditions explains how to export Customer Data and when it is deleted. Business Customers are responsible for exporting care records they must keep.
11. CONTACT
11.1 Requests and questions. To cancel, request a refund or ask a question about this Policy, email accounts@jobmerger.com with your account name and the reason for your request, or write to Jobmerger Support Services Ltd at St. James House, Hollinswood Road, Central Park, Telford, England, TF2 9TZ. We aim to respond within five business days.