Refund and Cancellation Policy

Worksop Workspace · Operations · Legal & Compliance · Phase 1 reference

This policy sets out when Worksop Workspace gives a refund, when access carries on, and how cancellations work for each product. It's a companion to the Terms of Business and the Member Agreement.

1. Current membership and day pass catalogue

The commercial and cancellation rules in sections 4 and 5 of the Terms of Business apply to new memberships from the catalogue release. Individuals choose £40 weekly rolling or £30 weekly with a 12 week minimum. Companies have a 12 week minimum at the team rate shown before signup. After the minimum term, billing continues weekly until cancelled. Existing members keep their recorded terms. Rooms and studio hire are separate.

2. Day pass: £15

A day pass is for the booked day during staffed hours, subject to availability. After the first completed paid visit, join an individual membership within seven days for a one time £15 first payment credit. The same email and day pass code are required. Unused, cancelled or refunded passes are ineligible. The credit is not cash and does not reduce later weekly payments.

For a future dated pass, the existing cancellation policy remains: full refund up to 24 hours before the pass date; inside 24 hours, credit valid for 90 days, except where statutory rights require otherwise. A used day is not automatically refundable. Contact staff about any service failure or statutory claim.

3. Membership cancellation

Use the portal to cancel rolling billing, after the minimum term, or within the qualifying personal cooling off window. Contact hello@worksopworkspace.com to give earlier notice, request early release, or exercise statutory rights. The remaining minimum term is not automatically accelerated or charged as a penalty. Company paid members ask their company's account holder.

Personal access already paid through remains available. Pending bank collections can still settle after cancellation; refunds require a separate staff decision. If provider cancellation fails, the screen shows an incomplete result instead of claiming success. Retry or contact staff.

4. Statutory consumer rights

Applicable cancellation and refund rights take precedence over the minimum term and ordinary refund policy. Requesting early supply does not by itself waive them. Staff review any lawful charge for service actually supplied and any refund due. This draft does not certify legal review.

5. Retired products

Historical week passes, dedicated desks and private offices are not new offers. Their original agreements remain the record for existing customers.

6. Meeting rooms

Cancellations more than 48 hours before the booking: full refund or credit.
Cancellations 24–48 hours before: 50% refund or full credit.
Cancellations inside 24 hours or no-show: no refund.
If Worksop Workspace cancels the booking (double-booking, building issue, anything our end): full refund plus a free booking of equal value as a goodwill gesture.

7. Statutory consumer rights — distance contracts

Where a member has bought online and not yet started using the service, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give them a 14-day cooling-off period in which they can cancel for any reason and receive a full refund.

Important: the moment the member starts using the service (first access day), they are deemed to have requested the service to start within the cooling-off period, and they lose the right to a full refund for the time already used. We will refund any unused portion pro-rata.

This statutory protection sits on top of the policy above — the more generous of the two applies.

8. Closures and force majeure

If Worksop Workspace closes the space for a reason outside our control (power cut affecting the area, government-mandated closure, building structural emergency, fire), we will:

Credit recurring members pro-rata for any days closed beyond 2 consecutive
Refund or credit one-off product purchases on a case-by-case basis where the member couldn't reasonably use what they paid for
Communicate by email and the member channel as soon as we know the timeline

We are not liable for consequential losses (missed deadlines, lost work) caused by closure — only the membership fee for the period.

9. How to ask for a refund

Email hello@worksopworkspace.co.uk with "Refund request" and your booking reference.
We aim to respond within 2 working days and resolve within 7 working days.
Refunds go back to the original payment method.

10. Disagreements

If we say no to a refund and the member disagrees, they can use the Complaints Policy. Outside of that, the consumer ombudsman / Trading Standards / small claims court is the final route — but it's never come to that yet and we'd be embarrassed if it did.

Refund and cancellation