Legal Document

Refund Policy

Document Status Draft

Last updated: 22 October 2026

This Refund Policy applies to Care Pathway Pro subscriptions taken out online with Care Pathway Pro Ltd, a company registered in England and Wales (company number 16787553), registered office 124 City Road, London, EC1V 2NX. It forms part of our Terms of Service.

1. Our general approach

Your subscription is paid monthly in advance by card. Payments are not refundable, except in the situations set out in section 2.

2. When we will refund you

2.1 Billing errors. If we charge you the wrong amount, or charge you more than once for the same period, we will refund the amount taken in error.

2.2 Charges after cancelling during your free trial. If you cancelled during your 30 day free trial and were still charged, we will refund that charge in full.

2.3 Outages caused by us. If Care Pathway Pro is unavailable for more than 24 hours in a row because of a fault on our side, we will refund the fees for the days it was unavailable. This does not cover planned maintenance that we told you about in advance, or problems caused by your own internet connection, devices or third party services outside our control.

3. When we will not refund you

Monthly fees for a period that has already started, including if you stop using Care Pathway Pro during that month.
Leaving early. If you end your subscription before the end of a 12 month term, the remaining months of that term are charged in one payment and are not refundable (Terms of Service, clause 6A.5).
Reducing your number of staff or service users during a term.
A renewal charge where the renewal was not cancelled at least 30 days before the end of your term.

4. How to ask for a refund

Email support@carepathwaypro.co.uk within 30 days of the charge. Tell us your organisation name, the date and amount of the charge, and why you think a refund is due.

We will reply within 5 working days. Approved refunds go back to the card you paid with. Your bank usually shows them within 5 to 10 working days.

5. Your legal rights

Nothing in this policy affects any rights you have under law.