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. The principle

The pricing model is built around no contracts, cancel any time for the recurring weekly subscription. That's how we want it to feel — you stop when you want to. For one-off products (day pass, week pass, meeting room) the principle flips: you've bought a slot, that slot is yours, and the default is no refund unless we caused the problem.

2. Day pass — £12

No refund once access has been granted on the day, except if Worksop Workspace cannot deliver the service (e.g. forced closure, no working wifi for a substantial part of the day, fire alarm test that closes the space for >2 hours).
Pre-purchase refund — if a member bought a day pass for a future date and asks to cancel before that date, we'll refund in full up to 24 hours before. Inside 24 hours: credit only, valid for 90 days.

3. Week pass (one-off) — £50

No refund after the first day of access. The pass is treated as consumed on first use.
Pre-start cancellation — full refund if cancelled before the pass starts, with at least 24 hours' notice. Inside 24 hours: credit only.
If we close the space for more than 2 consecutive days during the pass, the member is entitled to a pro-rata refund or a credit for the missed time.

4. Weekly recurring — £30/week

Cancel any time through the member portal or by email. The cancellation takes effect at the end of the current paid week. No notice period beyond that.
No partial refund for a week already paid. The member keeps access for the rest of the paid week.
If we close the space for more than 2 consecutive days within a paid week, the member is entitled to a credit pro-rata.
If a member ends up with a failed payment on the recurring plan, the access pauses immediately. The member has 14 days to update the card before the membership is automatically closed.

5. Private office — from from £79/wk

Governed by the individual office agreement. Default terms in the agreement: one-month rolling notice (either side), no refund for time used, security deposit returned within 14 days of vacating subject to inspection.

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