ParkRota Refund Policy
Last updated: July 2026 (Version: 1.0)
This policy explains when we will and won't refund payments for ParkRota subscriptions. It forms part of, and should be read alongside, the ParkRota Terms of Service and the Paddle Buyer Terms and Conditions.
1. Who you are buying from
ParkRota is provided by Alex Fox ("we", "us", "ParkRota"), a sole trader trading as ParkRota, of 68 Grafton Crescent, Bromsgrove, B60 3HN.
Our payments are processed by Paddle.com Market Ltd ("Paddle"), which acts as the merchant of record and authorised reseller for every ParkRota subscription. This means that:
Paddle, not us, is the seller of record for your purchase;
Paddle is responsible for processing payments, charging any applicable VAT or sales tax, issuing invoices and receipts, and processing cancellations and refunds;
your purchase is governed by the Paddle Buyer Terms and Conditions and the Paddle Refund Policy, in addition to our Terms of Service, which continue to govern your use of the ParkRota service itself.
Where this policy gives you more than Paddle's standard refund policy, the more generous position applies. Where Paddle's policy or applicable law gives you more than this policy, that applies instead. Nothing in this policy removes or limits any rights you have that cannot lawfully be excluded.
2. Who this policy applies to
ParkRota is a business-to-business service. It is offered to organisations for the purpose of managing workplace parking, and is not intended for purchase by individual consumers for personal use.
Section 3 to Section 11 apply to all customers.
Section 12 sets out additional statutory rights that apply only if you are a consumer - that is, an individual buying wholly or mainly for purposes outside your trade, business, craft or profession. Most ParkRota customers are not consumers.
3. Cancelling your subscription
You can cancel a ParkRota subscription at any time, with no cancellation fee and no minimum term beyond the current billing period. There is no need to call or email anyone: you can cancel from within your ParkRota account, or via the "Manage subscription" link in any Paddle receipt.
When you cancel:
your subscription will not renew;
you keep full access to ParkRota until the end of the billing period you have already paid for;
your account then moves to a closed state and, after the data retention period set out in our Terms of Service, your tenant data is deleted.
Cancelling is not the same as requesting a refund. Cancelling stops future payments. It does not automatically refund the payment you have already made. Refunds are dealt with below.
4. Monthly subscriptions
4.1 Your first payment - 14-day refund window
If you are unhappy with ParkRota, you may request a full refund of your first paid charge within 14 days of the date of that charge. We will approve this without requiring a reason.
If you started on a free trial, the 14-day window runs from the date of your first paid charge at the end of that trial, not from the date you signed up.
4.2 Renewal payments
After the first payment, monthly renewal payments are non-refundable. Monthly billing is a short, rolling commitment: cancelling before your renewal date prevents the next charge entirely, and cancellation is available at any time from your account.
We are not able to refund a renewal because a subscription was not cancelled in time, or because ParkRota was not used during the month. We will, however, always consider a discretionary refund where the circumstances warrant it - see Section 6.
4.3 Part-months
We do not refund or pro-rate part-months when you cancel mid-cycle. Your access continues until the end of the period you have paid for.
5. Annual subscriptions
If you are on an annual plan:
you may request a full refund within 14 days of your first annual charge;
after that, the remainder of the prepaid year is non-refundable, but you can cancel at any time to stop the plan renewing;
if you cancel, access continues until the end of the prepaid year.
If you are a consumer and your annual subscription auto-renews, a fresh 14-day withdrawal period applies from the date of each renewal, in line with Paddle's refund policy and UK law.
6. Discretionary refunds
Outside the circumstances set out above, refunds are at our and Paddle's discretion. We will genuinely consider a request where, for example:
you were charged for a plan or a number of spaces you did not intend to purchase;
you were charged after cancelling, or charged twice for the same period;
your organisation stopped using ParkRota because of a change we made to the service that materially disadvantaged you;
there has been an obvious billing error.
Please note that Paddle will normally only consider a discretionary refund where the request is submitted within 14 days of the transaction date, and that submitting a request within that window does not guarantee a refund. Requests are assessed case by case, taking into account the nature of the plan, the reason given, and how much the service has been used. We may approve a refund in full, approve a partial refund, or decline.
A discretionary refund is voluntary. Granting one does not oblige us to grant another in future, including for a similar request.
7. If something goes wrong with the service
If ParkRota is not working as described, please tell us first - we would much rather fix it.
Contact us at [email protected] with a description of the problem. We will investigate and, depending on what we find, we will:
fix the fault within a reasonable period; or, if we cannot,
issue a service credit against future subscription payments, proportionate to the loss of service; or, if the failure is material and cannot reasonably be remedied,
refund the affected period, and release you from the remainder of the subscription.
If we are unable to resolve the issue, you may raise it with Paddle's support team, providing details of the problem and our response. Where there is evidence of a material technical or product defect, Paddle will issue a refund in accordance with applicable consumer protection law.
Planned maintenance, and downtime caused by third-party services outside our control (including your identity provider, your HR or payroll system, or your own network), are not treated as service failures for the purposes of this section, except where our Terms of Service or service level commitments say otherwise.
8. Plan changes, upgrades and downgrades
Upgrading mid-cycle: you pay a pro-rated amount for the remainder of the current period, calculated by Paddle at the point of change.
Downgrading mid-cycle: the new lower price takes effect from your next renewal date. We do not issue cash refunds for the difference; where a credit arises, Paddle applies it against future invoices.
Reducing seats, spaces or sites: takes effect from your next renewal date. Payments for the current period are not refunded.
9. What we do not refund
For clarity, we do not normally refund:
unused time in a billing period after cancellation;
renewal payments where a subscription was not cancelled before the renewal date;
periods during which your organisation chose not to use ParkRota;
accounts suspended or terminated for breach of our Terms of Service or acceptable use policy;
charges arising from your own configuration errors, where the service itself functioned as described;
any amount where there is evidence of fraud, refund abuse, or other manipulative behaviour.
10. Failed payments
If a payment fails, Paddle will automatically retry it over several days and will contact you. If payment still cannot be collected, your subscription will be suspended and access will be withdrawn. You can restore access by updating your payment method through the Paddle customer portal. No refund arises in respect of a period during which access was suspended for non-payment.
11. Chargebacks and payment disputes
If you believe a charge is wrong, please contact us or Paddle before raising a chargeback with your bank or card issuer. It is almost always faster to resolve directly.
If you do raise a chargeback, access to ParkRota may be suspended while the matter is reviewed. Raising a chargeback does not affect your lawful rights to dispute a charge under card scheme or consumer protection rules.
12. Consumers: your statutory rights
This section applies only if you are a consumer, as defined in Section 2. If you are buying for your business, it does not apply to you.
Right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from entering into the contract to cancel and receive a refund. If you asked us to begin providing the service during that 14-day period, we may deduct a proportionate amount for the service supplied up to the point you told us you wanted to cancel. In practice, our policy in Section 4.1 is more generous than this and we will refund in full.
Quality of service. Under the Consumer Rights Act 2015, the service must be provided with reasonable care and skill, and must match any description we have given. If it is not, you are entitled to have the service performed again or, where that is impossible or not done within a reasonable time, to a price reduction. Our process in Section 7 is intended to deliver this.
Nothing in this policy affects those rights, and nothing in it should be read as excluding or limiting them.
13. VAT and tax
Prices are shown exclusive or inclusive of VAT as indicated at checkout. As merchant of record, Paddle calculates, collects and remits any applicable VAT or sales tax. Where a refund is issued, any tax charged on the original transaction is refunded with it. VAT invoices are available from your Paddle receipt.
If your organisation is VAT-registered outside the UK, or holds a valid exemption, you can supply your VAT or tax identification number to Paddle at checkout or through Paddle's support site.
14. Customers billed by invoice
Where we have agreed to bill your organisation directly by invoice or purchase order under a signed order form or master services agreement, the payment, cancellation and refund terms in that agreement apply instead of this policy to the extent of any conflict.
15. How to request a refund
The quickest route is to contact us first at [email protected], quoting the email address used for the purchase, the date and amount of the charge, and a short description of the reason. We aim to respond within one working day.
You can also contact Paddle directly by:
using the "View receipt" or "Manage subscription" link in your Paddle confirmation email;
following the support link in your receipt or in your ParkRota billing page; or
visiting paddle.net and selecting the "Request refund" option.
Approved refunds are processed by Paddle to the original payment method, normally within 14 days of approval, though your bank may take a few further days to show the credit.
If a refund is issued, access to ParkRota will cease.
16. Changes to this policy
We may update this policy from time to time. The version in force at the date of your transaction governs that transaction. Material changes will be notified to active subscribers by email or in-app notice before they take effect.
17. Contact
Alex Fox, 68 Grafton Crescent, Bromsgrove, B60 3HN. Email: [email protected]
For questions about a payment, invoice or refund already taken, Paddle's buyer support is at paddle.net.
This policy is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, save that if you are a consumer resident elsewhere in the UK you may also bring proceedings in your local courts