Cancellation Policy

This Cancellation Policy (“Policy”) explains how cancellations are handled for WorkCura agency subscriptions, free Trials, add-ons, shift requests and shift assignments. WorkCura is provided by ExcelTTC Limited (“ExcelTTC”, “WorkCura”, “we”, “us” or “our”).

This Policy forms part of the WorkCura Terms of Use. If this Policy conflicts with a signed Order or agreement, that signed document takes priority to the extent of the conflict. Nothing in this Policy limits rights that cannot lawfully be excluded.

1. Scope and business use

Agency subscriptions are supplied primarily on a business-to-business basis to healthcare staffing agencies. Facilities currently use WorkCura without purchasing an agency subscription, and healthcare workers do not buy an individual WorkCura subscription.

This Policy covers two distinct types of cancellation:

• Commercial cancellation: cancellation of an agency subscription or paid add-on; and
• Operational cancellation: cancellation of a healthcare shift request, shift publication or worker assignment.

Cancelling a subscription does not automatically cancel or discharge separate contracts, payments, wages, invoices, shift obligations or liabilities between an agency, facility and healthcare worker.

2. Cancelling an agency subscription

2.1 Who may cancel

Only the registered Agency Owner, or another person expressly authorised by ExcelTTC, may cancel an agency subscription. Other users should contact their Agency Owner.

2.2 How to cancel

1. Sign in to the Agency Owner account.
2. Open the WorkCura Billing page.
3. Select Cancel subscription.
4. Review the immediate-access and refund information.
5. Optionally enter a cancellation reason.
6. Tick the confirmation box and submit the cancellation.

If the in-app process is unavailable, contact support@workcura.com from the Agency Owner’s registered email address. We may require identity and authority verification. Sending an email does not itself complete cancellation until we confirm that the subscription has been cancelled.

2.3 Effective time

Cancellation takes effect when WorkCura and Stripe successfully process the confirmed request. We cancel the Stripe subscription without proration and without generating an additional cancellation invoice solely because of the cancellation.

The agency status changes to cancelled, operational access ends immediately and users may be redirected to the package-selection page. If cancellation cannot be completed, WorkCura will display an error and the subscription may remain active. Contact support if the status is unclear.

3. Seven-day full-refund policy

An agency that cancels within seven calendar days of the start of its initial paid subscription is eligible for a full refund of the relevant initial subscription payment, subject to successful payment verification.

The seven-day period is calculated from the subscription start timestamp recorded by Stripe or, where necessary, the WorkCura subscription record. It is not restarted by later renewals, plan changes, reactivation, add-ons or creation of a replacement account.

Where the automated refund cannot identify the relevant successful payment, the request will be placed into manual review. We may ask for information reasonably necessary to verify the account and transaction.

4. Refund processing

Eligible refunds are submitted to Stripe and returned to the original payment method. We aim to process or resolve an eligible refund within 14 days after cancellation. The time taken for funds to appear after processing depends on Stripe, the card network, the bank and the payment method.

A refund may show as pending, processing, succeeded, failed or under manual review. If the original payment was reversed, disputed, refunded already, fraudulent or never successfully collected, we may adjust or decline a duplicate refund to the extent lawful.

Currency-conversion differences, bank charges or card-provider charges outside our control are not refundable by ExcelTTC unless required by law.

5. Renewals, partial periods and unused service

Except for the seven-day full-refund policy or where law requires otherwise:

• payments already made are non-refundable;
• there is no prorated refund for unused days, users, shifts, hours or features;
• there is no credit for failing to use the Service;
• renewal charges are not refundable merely because the agency forgot to cancel before renewal; and
• usage, excess charges, invoices and other amounts accrued before cancellation remain payable.

Where a payment was taken incorrectly or contrary to the applicable Order, contact us promptly so that we can investigate.

6. Trial cancellation and expiry

The WorkCura Trial is free, lasts for 30 days, includes the features and enabled add-on stated at registration, is available once per eligible agency and cannot be renewed, extended, paused, transferred or repeated.

No refund is payable for cancelling or allowing a free Trial to expire. Before expiry, the agency may select a paid Starter, Pro or other available plan. If no paid plan becomes active by expiry, operational access is disabled and users may be redirected to choose a package.

Trial reminders are intended as a convenience. Failure to receive a reminder does not extend the Trial.

7. Add-ons and package changes

Where an add-on forms part of the same Stripe subscription, cancellation of the subscription also ends the add-on. An add-on does not create a separate seven-day refund period unless the checkout or Order expressly states otherwise.

Plan upgrades, downgrades and add-on changes are governed by the options and effective dates displayed in WorkCura, Stripe or the applicable Order. Cancelling and reactivating an account must not be used to obtain duplicate Trials or refund periods.

8. Effects of subscription cancellation

When an agency subscription is cancelled:

• agency operational access is disabled immediately;
• users may retain only the limited access needed to sign in, choose a new package, manage billing or use another specifically permitted function;
• new shifts, assignments and other paid operational functions cannot be managed through the cancelled agency workspace;
• existing legal, payroll, employment, safeguarding, tax and payment responsibilities remain with the relevant agency and facility;
• outstanding fees and charges remain due; and
• data is handled under the Terms of Use and Privacy Policy.

Customers should export records they are required to retain before cancelling. Subject to the Terms, an agency may request an available export during the applicable post-termination period. Cancellation is not a substitute for maintaining independent statutory or operational records.

9. Reactivation after cancellation

A cancelled agency may reactivate WorkCura by signing in, choosing an eligible paid package and completing a new Stripe checkout. Reactivation is subject to the packages and prices available at that time.

A reactivated agency is not entitled to another free Trial. Reactivation does not restore deleted information, reverse earlier cancellations or revive expired arrangements unless expressly confirmed.

10. Shift cancellation

Shift cancellation is an operational action between the facility, agency and healthcare worker. WorkCura records and communicates the action but does not determine contractual cancellation charges, worker pay or facility liability.

10.1 Facility cancellation

A facility may cancel its own shift request through WorkCura only while the request remains unclaimed, has no assigned worker and has the status requested. A cancellation reason is required. WorkCura records the cancellation and notifies linked agencies.

After an agency has claimed, published or assigned the shift, the facility must contact that agency promptly. The agency must then manage the cancellation through its workspace and under the parties’ commercial agreement.

10.2 Agency cancellation

An authorised agency user may cancel an eligible shift and must record a reason. A shift cannot be cancelled through the ordinary cancellation action once it is already cancelled or has reached a protected final approval or verified-for-payment stage.

If a worker was assigned, WorkCura removes the assignment, cancels the relevant request and returns the shift to Open / Available for another eligible worker. The assigned worker and facility contacts are notified. Where no worker was assigned, the shift is marked cancelled.

10.3 Healthcare-worker cancellation or inability to attend

A worker who can no longer attend must contact the relevant agency immediately using the agency’s required escalation method. Submitting a message in WorkCura does not guarantee that an urgent cancellation has been received. The worker must not simply fail to attend.

The agency decides how to remove or replace the worker and whether any employment, disciplinary or contractual consequences apply. ExcelTTC does not impose those consequences.

10.4 Timing, charges and compensation

WorkCura does not set a universal minimum notice period, cancellation fee, worker compensation rule or facility charge for shifts. Those matters are governed by the separate agreements and applicable laws binding the agency, facility and worker.

A cancellation recorded in WorkCura does not waive any right to payment, compensation, damages or reimbursement arising under a separate agreement or applicable law.

11. Cancellation records and notifications

WorkCura may record the cancelling user, date and time, reason, previous status, affected worker, refund eligibility, refund status and related audit information. These records may be used for operational evidence, support, security, dispute resolution and legal compliance.

Email and in-app notifications may be delayed, blocked or unavailable. Agencies, facilities and workers must use suitable direct communication for urgent or safety-critical cancellations and must verify that the relevant person received the information.

12. Suspension and termination by ExcelTTC

Separate from a Customer-requested cancellation, we may suspend or terminate access where permitted by the Terms of Use, including for overdue payment, security risk, unlawful use, serious or repeated breach, fraud, Trial expiry, harm to users or the Service, or a legal requirement.

Refund entitlement following suspension or termination depends on the reason, the Agreement and applicable law. No refund is due where termination results from the Customer’s material breach, fraud or unlawful conduct, except to the extent the law requires otherwise.

13. Mandatory legal rights

WorkCura agency subscriptions are intended for business customers. Statutory consumer cancellation rights will not ordinarily apply where an agency contracts for business purposes.

If an individual nevertheless qualifies as a consumer under applicable law, nothing in this Policy removes mandatory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015 or other applicable consumer law. Mandatory rights take priority over inconsistent wording in this Policy.

14. Disputed or unauthorised payments

Contact support@workcura.com before initiating a payment dispute so that we can investigate promptly. Provide the agency name, registered email, transaction date and the reason for the dispute, but never send a complete card number or security code.

Nothing prevents a payer from exercising lawful rights through its card issuer or payment provider. Fraudulent or abusive disputes may result in suspension and recovery action where lawful.

15. Changes to this Policy

We may update this Policy to reflect changes in WorkCura, Stripe, pricing, cancellation workflows or applicable law. The revised version will be published on workcura.com with an updated effective date. Material changes affecting an active paid subscription will be notified in an appropriate manner.

16. Contact us

ExcelTTC Limited
Company number NI740696
24 Phoenix Fields
Ballymena
BT42 2BF
United Kingdom

Cancellation and billing support: support@workcura.com
Legal notices: contactus@workcura.com
Website: https://workcura.com/

Related documents: Terms of Use · Privacy Policy · Subprocessors