Subscription, Cancellation & Support Policy

The Customer’s fleet band, price, included services, commencement date, payment method and any negotiated variation are recorded in the applicable order form or written quotation.

An individually negotiated variation takes priority only where the Customer expressly agrees to the specific difference in writing. General wording does not remove the guarantee displayed at checkout. Website pricing is published for transparency but does not create a subscription until an order is accepted.

North Route Operations uses fleet-based monthly pricing. The current published tiers start from £249 per month and include North Route Operations, North Route Drivers and Workshop at the stated fleet band, without a separate onboarding fee or per-driver licence fee.

Pricing may be changed for future orders. A Customer’s agreed price is governed by its order form and any valid renewal notice.

Third-party usage charges, including SMS, mapping, payment-provider or other metered charges, may apply where the selected feature or order says so. VAT or other taxes are added only where legally required.

Standard subscriptions renew monthly. There is no annual or other fixed long-term commitment, cancellation fee or additional notice period.

Cancel before the next renewal to stop future charges. Access continues until the end of the period already paid for, except when you use the guarantee to cancel and receive a refund earlier.

Your first month is charged by card when you complete the purchase. Subsequent payments are collected monthly by Direct Debit on the billing schedule confirmed to you. You choose a collection day at checkout; the next collection date is confirmed after purchase. Keep payment details and authority valid until your cancellation takes effect.

If payment fails or becomes overdue, we may retry collection, contact the Customer, restrict optional services or suspend access after reasonable notice. Suspension does not extend the paid period or remove your cancellation or guarantee rights.

The Customer is responsible for reasonable recovery costs caused by persistent non-payment to the extent permitted by law and stated in the agreement.

Cancel at any time by emailing Jay@northroutesystems.com or using the contact form. Include your company name and account email so we can identify the subscription. Do not send card or bank details.

For ordinary cancellation, send your request before the next renewal. It takes effect at the end of the period already paid for, with no further subscription renewals. We use the time we receive your request, even if we reply later. If a subsequent collection is already processing when a timely request arrives, we refund that renewal once collected rather than charge for another period.

Within the guarantee window, ask for cancellation and a refund to end the subscription earlier. Simply stopping use does not tell us to cancel; contact us so we can stop the recurring subscription as well as any payment mandate.

The window lasts 168 hours from the later of your first successful payment and the time your workspace is available and we send your access email. You can also cancel for a full refund before access is provided. Waiting for us to set up your account does not use up your seven days.

Email Jay@northroutesystems.com or use the contact form, giving your company name and account email and asking to cancel under the guarantee. Eligibility is based on when your request is received, not when we respond.

We stop future renewals, end access and submit a full refund of the first subscription payment, including any tax collected on it, to the original payment method within seven calendar days of receiving your request. We do not deduct a cancellation, administration or card-processing fee from that refund. Your bank may take additional time to show it.

This covers the first subscription payment on new subscriptions under this policy. Separately agreed services or third-party charges are not part of that payment and must be clearly disclosed before purchase. After the guarantee window, ordinary cancellation stops renewal; unused time in a paid period is not normally refunded. The guarantee and any refunds required by law take priority over contrary general wording.

This voluntary guarantee does not replace or limit any mandatory statutory rights.

If the contracted service is materially not provided, the Customer must notify us with enough detail to investigate and allow a reasonable opportunity to correct the issue.

Depending on the circumstances, we may provide correction, re-performance, a workaround, subscription extension or service credit. The 7-day money-back guarantee remains available without requiring a service fault or an attempt to fix it first. Other cash refunds are provided where legally required or separately agreed in writing.

There is no automatic service-credit scheme or guaranteed financial remedy unless a separate written service-level agreement says otherwise.

North Route Operations subscriptions include free onboarding across mainland UK, free 24/7 IT support and free specialist aftercare.

Contact our team through the official North Route Systems WhatsApp support channel.

Unless a separate written service-level agreement applies, we do not promise an immediate response, a fixed acknowledgement time or a fixed resolution time.

WhatsApp is a third-party service and may be unavailable. Customers should use the alternative contact route supplied in their order or account information if WhatsApp cannot be reached.

The channel is not an emergency service. Safety-critical defects, breakdowns, accidents, safeguarding matters and regulatory incidents must be managed through the Customer’s own required procedures and the appropriate authorities or emergency providers.

We use reasonable commercial efforts to provide North Route Operations, but do not guarantee uninterrupted availability, error-free operation or a particular uptime percentage unless separately agreed in writing.

Planned maintenance, emergency maintenance, security updates, releases, hosting failures, third-party outages, internet or mobile-network failures and events beyond reasonable control may affect access.

Customers must maintain practical contingency arrangements for critical operations, including access to required records and manual alternatives when technology is unavailable.

This policy must be read with the Commercial Terms & Conditions and the Customer’s order form. The liability, operational-responsibility, data-protection, suspension and governing-law provisions in those documents also apply.

Questions, guarantee claims and cancellation notices may be sent to Jay@northroutesystems.com, unless the Customer’s order provides another formal notice address.