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.

If an order form expressly conflicts with this policy, the order form takes priority for that Customer. 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.

Unless the order states otherwise, the standard subscription has an initial minimum term of 12 months.

After the initial minimum term, the subscription continues on a monthly rolling basis until cancelled in accordance with this policy. Access and charges continue during the applicable notice and paid period.

Charges are due on the dates and through the payment method stated in the order. The Customer must keep payment details and authority valid.

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 cancel charges or extend the committed term.

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

Cancellation must be given by an authorised Customer representative through the contractually specified route or in writing to the North Route Systems contact address.

Cancellation during the initial minimum term takes effect at the end of that term unless North Route Systems Ltd agrees an earlier date in writing. After the minimum term, cancellation takes effect at the end of the applicable monthly paid period, subject to any notice period stated in the order.

Stopping use, deleting users, cancelling a payment mandate or failing to pay is not valid cancellation.

No refund, pro-rata refund or credit is due for:

• unused subscription time, non-use or partial use;
• a change of mind or a decision not to continue using available features;
• failure to complete onboarding or obtain staff adoption;
• incompatible Customer equipment, poor internet or mobile coverage;
• Customer cancellation during a committed term;
• suspension or termination caused by Customer breach;
• incorrect Customer data, configuration or instructions;
• reasonable planned maintenance or temporary interruption; or
• a third-party service failure outside our reasonable control.

A discretionary credit, extension or goodwill concession does not create a continuing right to the same treatment.

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. Cash refunds are provided only where legally required or expressly approved by North Route Systems Ltd in writing.

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

Customer care requests may be submitted through the official North Route Systems WhatsApp support channel 24 hours a day, seven days a week.

This describes availability of the request channel. Unless a separate written service-level agreement applies, it does not promise an immediate response, a fixed acknowledgement time, a fixed resolution time or continuous live staffing.

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 or valid cancellation notices may be sent to Jay@northroutesystems.com, unless the Customer’s order provides another formal notice address.