1. Introduction
1.1 This Cancellation Policy sets out the terms that apply when you cancel or postpone any Services provided by CareKudos Ltd ("we", "us", "our").
1.2 This policy forms part of your agreement with us and should be read alongside our Terms and Conditions, Framework Agreement, and Data Processing Agreement (DPA).
1.3 References to "Business Days" mean Monday to Friday, excluding public holidays in England and Wales.
1.4 References to "Fees" mean the fees payable for the relevant Services.
2. Definitions
"Annual Contract" means a Subscription with a minimum 12-month term.
"Cancellation" means termination of Services before the end of the agreed term.
"Professional Services" means any onboarding, training, setup, or consultancy services provided by us.
"Pilot Programme" means the free 30-day evaluation programme offered to qualifying organisations.
"Renewal" means the automatic extension of the Subscription for a further term.
"Services" means the Platform services and any Professional Services provided by us.
"Subscription" means the paid plan for access to the Platform.
3. Pilot Programme
3.1 The 30-day Pilot Programme is free of charge and carries no obligation to purchase a paid subscription.
3.2 You may opt out at any time during the Pilot Programme with no fees or penalties.
3.3 At the end of the Pilot Programme, you may either:
3.3.1 Convert to a paid Subscription (see Section 4); or
3.3.2 Opt out with no further obligation.
3.4 If you opt out, your data will be retained for 30 days (to allow for data export) and then securely deleted.
4. Cancellation of Subscription Services
4.1 Annual Contract – Annual Upfront Payment
| Event | Action |
|---|---|
| During the 12-month term | Cancellation is not permitted. Fees are non-refundable. |
| Renewal | You may cancel by providing written notice at least 30 days before the renewal date. |
| No notice | Your contract will automatically renew for another 12-month term. |
4.2 Annual Contract – Monthly Payments
The following applies where you have chosen to pay monthly over the 12-month term.
| Event | Action |
|---|---|
| During the 12-month term | Early termination fee applies (see Section 5). |
| Renewal | You may cancel by providing written notice at least 30 days before the renewal date. |
| No notice | Your contract will automatically renew for another 12-month term. |
4.3 How to Cancel
4.3.1 To cancel your Subscription, you must provide written notice to your Account Manager or by emailing cancellations@carekudos.co.uk.
4.3.2 Notice must be received at least 30 days before the end of the current Subscription term.
4.3.3 If notice is not received within this period, your Subscription will automatically renew for a further 12-month term.
4.3.4 For the purpose of calculating notice periods, email shall suffice for all requirements of "in writing".
5. Early Termination
5.1 If you wish to terminate your Subscription before the end of your Initial Term, you may do so by paying an early termination fee.
5.2 The early termination fee shall be:
| Payment Model | Early Termination Fee |
|---|---|
| Annual Upfront | Not permitted (fees are non-refundable) |
| Monthly Payments | 50% of the remaining subscription fees for the unexpired term |
5.3 Early termination fees are calculated based on the Fees set out in your Order Form or invoice.
5.4 Early termination fees shall be payable within 30 days following invoice.
5.5 The calculation method outlined herein represents a genuine pre-estimation of loss.
6. Cancellation of Professional Services
6.1 If you cancel any Professional Services (e.g., onboarding, training, setup), the following cancellation policy applies:
| When You Cancel | Cancellation Fee |
|---|---|
| Within 5 Business Days of the agreed start date | 100% of the relevant Fees |
| Between 6 and 9 Business Days of the agreed start date | 50% of the relevant Fees |
| 10 or more Business Days before the agreed start date | No cancellation fee |
6.2 The charges in Section 6.1 shall be payable within 30 days following invoice.
6.3 For the purpose of calculating the relevant fees:
6.3.1 We shall propose a start date for the Professional Services in writing (the "Proposal").
6.3.2 You are treated as accepting that start date on the earlier of:
a) Your written acceptance; or
b) 5 Business Days after You receive the Proposal.
6.3.3 Email shall suffice for all requirements of 'in writing'.
7. Postponement of Services
7.1 If you postpone any Professional Services, the following fees apply:
| When You Postpone | Postponement Fee |
|---|---|
| Within 1-9 Business Days of the agreed start date | 50% of the relevant Fees |
| 10 or more Business Days before the agreed start date | No postponement fee |
7.2 If your act or omission (including the provision of incorrect or inadequate data, information, or instructions) causes a delay or impediment to delivery, we may charge at our standard rates for additional time incurred.
8. General Provisions
8.1 The calculation methods outlined herein represent a genuine pre-estimation of loss.
8.2 The charges described in this policy shall be payable by you to us within 30 days following invoice.
8.3 We may update this Cancellation Policy from time to time.
8.4 We will notify you of material changes by email or through the Platform.
8.5 Continued use of the Platform after changes constitutes acceptance of the updated policy.
9. Contact Information
Cancellations: cancellations@carekudos.co.uk
Account Management: accountmanager@carekudos.co.uk
Legal: legal@carekudos.co.uk
Phone: +44 7944200094
Address: 1 Langley Road | Isleworth | London | TW7 5AH | UNITED KINGDOM