DocRide Pricing, Billing & Refund Policy

How subscriptions are priced, billed, renewed, cancelled, and—where applicable—refunded for DocRide customers.

Effective Date: 2 June 2026

DocRide Pricing, Billing & Refund Policy

DocRide is a business-to-business (B2B) software-as-a-service (SaaS) platform designed to support organisations in managing occupational health and safety. This Pricing, Billing & Refund Policy explains how subscriptions are priced, billed, renewed, cancelled, and, where applicable, refunded. It should be read alongside our Terms of Service and Privacy Policy.

Nothing in this policy limits any statutory rights that cannot be excluded under the laws of England and Wales.

1. Subscription Plans and Included Services

1.1 Subscription plans

DocRide subscription plans are not priced per user. Organisations may give their teams access without per-seat charges, subject to fair usage and plan scope. Published plans include:

  • Starter — free trial for evaluation;
  • Site Core — single-site subscription for day-to-day OHS management;
  • Site Pro — single-site subscription with enhanced capacity and features;
  • Multi Site Plan — enterprise multi-site arrangements (pricing on application).

DocRide does not charge per user. You may onboard your team without incremental per-seat fees, within the fair usage framework below. See our pricing page for current monthly fees.

All prices are displayed in British Pounds (GBP £) and are exclusive of VAT, which is added at checkout where applicable in accordance with UK tax legislation.

1.2 Included features

Each paid subscription includes access to the DocRide platform for your organisation, including:

  • team access without per-seat subscription fees (subject to fair usage);
  • cloud storage for records, files, and operational data;
  • monthly download capacity for exports and file retrieval;
  • AI-assisted features (such as risk assessment generation and compliance support), within fair usage;
  • standard customer support via email;
  • regular platform updates, enhancements, and security patches.

1.3 Fair Usage Policy

The Fair Usage Policy sets the included monthly capacity for each plan. It is designed for normal business use of DocRide—not unlimited consumption of storage, bandwidth, or AI. Limits apply per organisation (per billing account), not per individual user.

What is included by plan

Included capacity (per month) Site Core Site Pro
Cloud storage 25 GB 50 GB (double Site Core)
Downloads 25 GB per month 50 GB per month (double Site Core)
AI tokens 1 million tokens per month (input and output combined) 2 million tokens per month (double Site Core; input and output combined)

Soft limits. The figures above are target included allowances for typical use. They are not hard cut-offs in all circumstances: DocRide may permit approximately 10–15% additional usage above the stated allowance while we work with you on a proportionate solution (for example, upgrading plan, reducing usage, or purchasing optional capacity where offered).

How we handle usage that approaches or exceeds fair usage

  • we will notify you in advance via in-platform messaging and/or email to your primary administrator;
  • we may suggest upgrading your plan, adjusting usage, or purchasing optional add-ons where available;
  • we will not charge you for additional usage without your explicit consent (for example, confirming an upgrade or add-on at checkout);
  • we do not apply automatic overage charges without prior notice and agreement.

DocRide may update fair usage thresholds with at least 30 days’ notice to the primary administrator. Material reductions will not apply retroactively within a billing period you have already paid for.

Free trials and evaluation access remain subject to fair usage and may use lower limits than paid plans, as stated at signup.

1.4 Add-ons and additional usage

Where additional capacity or expanded plan scope is needed, customers may choose to purchase add-ons or upgrade their subscription. No additional charges will be applied without customer confirmation. Optional add-ons may include extra storage or other capacity extensions as made available from time to time. Add-ons confirmed at purchase are non-refundable except where required by law.

2. Billing and Payment Terms

2.1 Billing cycle

Subscriptions are billed monthly in advance. The billing date is determined by the date you first subscribe to a paid plan.

2.2 Initial payment

When you subscribe to a paid plan:

  • the first month’s subscription fee (plus VAT, where applicable) is charged immediately;
  • access to paid features is granted once payment is successful.

2.3 Recurring billing

Subscriptions renew automatically each month unless downgraded or cancelled before the next billing date. Fees are charged regardless of usage during the billing period.

DocRide is designed to provide clear and predictable pricing, and customers will always be informed before any change in billing occurs. Where additional capacity is required, customers will be notified in advance and given the opportunity to upgrade or purchase additional capacity before any additional billing applies.

2.4 Payment methods

Payments are processed securely via Stripe. You are responsible for ensuring that your payment details remain valid and up to date.

2.5 Failed payments

If a payment fails, DocRide may:

  • notify you via email and/or in-platform messaging;
  • retry the payment after approximately 3 days;
  • make a final retry attempt after approximately 7 days;
  • apply a reasonable late payment charge of £10 if payment remains outstanding after 10 days;
  • restrict or suspend account access until payment is received.

Notifications will be provided at each stage.

2.6 Suspension for non-payment

If payment remains outstanding after retry attempts, your account may be suspended. During suspension, users will be unable to access the platform.

3. Cancellation and Refunds

  • How to Cancel: The primary admin account holder may cancel the subscription at any time through the account settings portal or by contacting our support team at support@docride.co.uk. No cancellation fees are charged.
  • Cancellation Effective Date: When you cancel, your subscription will remain active until the end of your current billing period. You will retain full access to all features and your data until the subscription expires. No further charges will be made after the current billing period ends.
  • Refund Policy:
    • Pro-rata refunds are not provided for partial months. Your subscription remains active until the end of the paid billing period.
    • If you were charged in error or charged twice, please contact support within 14 days for a full refund.
    • Refunds for billing errors will be processed to your original payment method within 14 business days of approval.
    • No refunds are provided for services already rendered or for cancellations made mid-billing cycle.
  • Data Export and Retention After Cancellation:
    • You retain full access to export your data until your subscription expires at the end of the billing period.
    • After cancellation, your data is retained for 30 days in a read-only state, allowing you to reactivate your subscription or export data if needed.
    • After 30 days, all data associated with your account will be permanently deleted from our servers in compliance with UK GDPR and our Privacy Policy.
    • Important: We strongly recommend exporting all critical data before cancellation. Once deleted, data cannot be recovered, even if you resubscribe.
  • Reactivation: You may reactivate a cancelled subscription within 30 days of cancellation to restore access to your data. After 30 days, you will need to create a new account and start fresh.

4. Plan Upgrades, Downgrades, and Optional Capacity

  • Team access: Subscription fees are not based on the number of named users you add for normal business use. You may create and manage user access within the platform in line with your plan and the fair usage principles in Section 1.3.
  • Plan upgrades: You may upgrade to a higher-tier plan at any time. When upgrading, you may be charged a pro-rated amount for the difference between your current plan and the new plan for the remainder of the billing period, after confirmation at checkout. Your next billing cycle will reflect the price of the new plan.
  • Plan downgrades: You may downgrade to a lower-tier plan, effective at the end of your current billing period. No immediate refunds are provided for downgrades; your next billing cycle will reflect the lower plan price. Please ensure your usage remains appropriate for the new plan before downgrading.
  • Optional add-ons: Where DocRide offers optional additional capacity (for example, storage), charges apply only where you confirm the purchase. No automatic charges are applied without your agreement.

5. Account Suspension and Termination

  • Termination for Non-Payment: If payment cannot be processed after the retry attempts outlined in Section 2, your account will be automatically suspended. You will receive email notifications throughout this process. During suspension:
    • You retain read-only access to export your data for 14 days
    • No new data can be created or modified
    • After 14 days without payment, the account will be terminated and data deletion will begin
  • Termination for Terms of Service Violations: DocRide may suspend or terminate accounts that violate our Terms of Service, engage in fraudulent activity, misuse the platform, or pose security risks. In such cases:
    • We will notify you via email with the reason for termination
    • You will have 7 days to export your data (if the violation does not pose immediate security risks)
    • Serious violations may result in immediate termination without access to data
  • Appeals Process: If you believe your account was suspended or terminated in error, you may appeal the decision within 14 days by contacting support@docride.co.uk with detailed information. We will review appeals within 5 business days and respond with our decision.
  • Account Reinstatement: Accounts terminated for non-payment may be reinstated by:
    • Paying all outstanding balances, including any late fees
    • Providing valid payment information for future billing
    • Paying a reinstatement fee of £25 if the account has been suspended for more than 30 days
    Accounts terminated for Terms of Service violations may not be eligible for reinstatement.
  • Data Deletion After Termination: All data associated with terminated accounts will be permanently deleted 30 days after termination, in accordance with our Privacy Policy and UK GDPR requirements. This deletion is irreversible.

6. Modifications to Pricing

  • Changes: DocRide may adjust subscription fees, additional usage rates, or package structures at any time, with consideration of customer feedback and statutory rights. Customers will receive 30 days' notice via email before changes take effect. Continued use of the service after the notice period implies acceptance of the updated pricing.

7. VAT and Taxes

  • Exclusion: All listed fees exclude VAT and other applicable taxes, which will be added to your invoice based on your location and prevailing UK tax regulations.

8. Free Trial and Demonstration

  • Free Trial Period: New customers may be eligible for a free trial as advertised on our website; trial duration and available features are specified at signup. The free trial provides full platform access for evaluation purposes. No payment details are required to start the trial, and no automatic charges are applied at the end of the trial period.
  • Trial to Paid Conversion: At the end of your trial period, you may choose to subscribe to a paid plan. There is no automatic conversion to a paid subscription—you must explicitly select and pay for a plan to continue using the service.
  • Trial limitations: Free trials remain subject to the Fair Usage Policy and may include lower limits on storage, downloads, AI tokens, or certain advanced capabilities than paid plans, as stated at signup. These are designed for evaluation, not to restrict normal exploration of the product.
  • Trial Data: Data created during your trial period will be retained for 30 days after the trial ends. If you do not subscribe within 30 days, trial data will be permanently deleted.
  • One Trial Per Organization: Free trials are limited to one per organization. Multiple trial accounts from the same organization may be declined.

9. Billing Disputes and Resolution

  • Reporting Billing Issues: If you believe you have been incorrectly charged or have questions about your bill, please contact our support team at support@docride.co.uk within 14 days of the charge. Please include your invoice number, account details, and a description of the issue.
  • Investigation Timeline: We will investigate all billing disputes within 5 business days and provide a response within 14 business days. Complex disputes may require additional time, and we will keep you informed throughout the process.
  • Resolution Options: If a billing error is confirmed, we will:
    • Issue a refund to your original payment method, or
    • Apply a credit to your account for future billing cycles (at your preference)
  • Service Continuity During Disputes: Your account will remain active during the investigation of legitimate billing disputes. We will not suspend service for disputed charges while the matter is being resolved.
  • Chargeback Policy: If you initiate a chargeback with your payment provider without first contacting us, your account may be suspended pending resolution. We encourage you to contact our support team first to resolve any issues quickly and maintain uninterrupted service.

10. Customer Support

  • Support Channels: Customer support is available via email and in-app chat. Higher-tier plans may include priority support and phone support. Support hours are Monday–Friday, 9:00 AM – 5:00 PM GMT (excluding UK bank holidays).
  • Response Times: We aim to respond to all support inquiries within 24 hours during business days. Urgent billing or account access issues receive priority handling.
  • Contact Information: For billing inquiries, account issues, or general support:

11. Governing Law and Jurisdiction

  • Applicable Law: This Pricing Policy and all matters relating to your subscription and payment for DocRide services are governed by and construed in accordance with the laws of England and Wales, without regard to conflict of law principles.
  • Jurisdiction: Any disputes, claims, or legal proceedings arising from or relating to this Pricing Policy or your use of DocRide services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
  • Consumer Rights: Nothing in this Pricing Policy affects your statutory rights as a consumer under UK law. If you are a consumer, you may have additional rights under consumer protection legislation that cannot be excluded or limited.

12. Changes to This Pricing Policy

  • Policy updates: DocRide may modify this Pricing Policy from time to time. Changes may include adjustments to subscription fees, billing terms, refund policies, or other provisions outlined herein.
  • Notice of Changes: Material changes to this Pricing Policy will be communicated to customers at least 30 days in advance via email to the primary admin account. The updated policy will also be posted on our website with a revised "Effective Date."
  • Acceptance of Changes: Your continued use of DocRide services after the effective date of policy changes constitutes acceptance of the updated terms. If you do not agree with the changes, you may cancel your subscription in accordance with Section 3 before the changes take effect.
  • Review Regularly: We encourage you to review this Pricing Policy periodically to stay informed about our billing practices and terms.

13. Acknowledgment and Agreement

By subscribing to DocRide services or providing payment information, you acknowledge that you have read, understood, and agree to be bound by this Pricing Policy. You confirm that:

  • You have the authority to enter into this agreement on behalf of your organization (if applicable)
  • You understand the billing cycle, payment terms, cancellation policy, and data retention practices
  • You agree to maintain valid payment information and pay all fees according to the terms outlined herein
  • You understand that this Pricing Policy should be read in conjunction with our Terms of Service and Privacy Policy

If you have any questions about this Pricing Policy, please contact us at support@docride.co.uk before subscribing.

Related documents: Legal Centre, Pricing, User Agreement, Privacy Policy.