Introduction

This Refund Terms and Conditions Policy explains the circumstances under which refunds may be granted for services provided by Get Paid Payroll (GPP) Outsourcing, a division of Outsource Professional Directors (OPD) Limited.

At GPP, we are committed to maintaining transparency, fairness, and compliance in all financial transactions. This policy ensures that clients and partners understand the process, limitations, and requirements relating to service cancellations and refund eligibility.

By engaging our services or using our platform, clients acknowledge and agree to the terms stated in this policy.

1. Scope of Policy

This policy applies to all services and subscription plans offered by GPP, including but not limited to:

Payroll outsourcing
Pension administration
HR and compliance support
Consulting and augmentation services
Subscription-based or periodic billing services

It governs all refund-related requests and financial adjustments associated with these services.

2. General Refund Principles

GPP operates on a service-based delivery model, meaning fees are charged for professional time, software access, and administrative processing.
Refunds are only issued in exceptional cases where service delivery has not commenced, or where a verified administrative error has occurred on GPP’s part.
All refund decisions are at the sole discretion of GPP’s management, and any approved refund will be processed in accordance with the provisions of this policy.

3. Eligibility for Refunds

Refunds may be considered under the following circumstances:

Duplicate Payments – If a client is mistakenly charged twice for the same service.
Overpayment – If the payment received exceeds the invoiced or contractual amount.
Service Non-Delivery – If GPP fails to initiate or provide the contracted service within a reasonable period after confirmed payment, and no alternative arrangement is agreed upon.
Technical or Billing Error – If a verified system or administrative error results in an incorrect charge.

Refund requests outside these circumstances will generally not qualify for consideration.

4. Non-Refundable Circumstances

Refunds will not be provided under the following conditions:

Services already delivered or partially completed.
Client dissatisfaction arising from preference, expectations, or lack of engagement after service commencement.
Subscription or plan cancellations made after the billing cycle has started.
Delays caused by clients’ failure to provide necessary information, approvals, or documentation.
Fees related to third-party services, government submissions, or compliance filings once initiated.
Costs associated with consultation time, onboarding setup, or administrative preparation.

All clients are encouraged to carefully review their service agreements and confirm details prior to payment.

5. Refund Request Procedure

To request a refund, clients must follow this process:

Submit a written Refund Request via email to: info@getpaidpayroll.com.
Provide:
- Full name or organisation name
- Invoice number or payment reference
- Description of the service purchased
- Reason for refund request and supporting evidence
GPP will acknowledge receipt within five (5) working days.
The request will be reviewed, and a decision communicated within fifteen (15) working days of receipt.

If approved, refunds will be processed via the same payment method originally used unless otherwise agreed in writing.

6. Refund Processing and Timelines

Approved refunds will typically be processed within ten (10) working days of confirmation.
Depending on the client’s payment provider, the amount may take an additional 3–7 business days to appear in the client’s account.
Refunds will be issued in GBP (£) only, and currency conversion differences or bank charges will not be compensated by GPP.

7. Partial Refunds and Adjustments

In certain cases, partial refunds may be granted based on:

The proportion of the service not yet rendered.
Agreed cancellation before completion of work.
Adjustment against future invoices or credits for subsequent billing periods.

Any such arrangement will be confirmed in writing between GPP and the client.

8. Dispute Resolution

If a client disagrees with GPP’s refund decision, they may request a secondary review by submitting an appeal in writing to accounts@getpaidpayroll.com within seven (7) working days of receiving the initial decision.

All disputes will be reviewed fairly, with due consideration to supporting evidence, terms of engagement, and compliance obligations. GPP’s management decision following appeal review shall be final.

9. Third-Party Payment Platforms

Where payments are made through third-party providers (e.g., Stripe, PayPal, or other merchant processors), clients must adhere to those providers’ refund timelines and conditions. GPP will cooperate with such processes, but cannot guarantee processing times or refund approval beyond its control.

10. Cancellations

Clients may cancel ongoing services by providing written notice in accordance with their service agreement.
Cancellation does not automatically entitle the client to a refund unless the criteria outlined in Section 3 are met.
For subscription services, cancellations take effect from the next billing cycle, and charges for the current period remain due.

11. Limitation of Liability

GPP’s total liability concerning any refund claim is limited to the amount paid by the client for the specific service in question.
GPP shall not be liable for:

Indirect or consequential losses,
Lost profits, or
Business interruption arising from any service interruption, delay, or refund decision.

12. Compliance and Fair Practice

All refund processes at GPP adhere to:

The Consumer Rights Act 2015 (UK),
The Electronic Commerce (EC Directive) Regulations 2002, and
Other applicable UK laws governing service delivery and consumer transactions.

This ensures fairness, transparency, and accountability in all refund-related matters.

13. Policy Amendments

GPP reserves the right to amend this Refund Terms and Conditions Policy at any time to reflect changes in business practices, legal requirements, or operational efficiency.
All updates will be published on the official website (https://www.getpaidpayroll.com) and become effective immediately upon posting.

14. Contact Information

For further clarification or assistance regarding this Refund Terms and Conditions Policy, please contact:

Email: info@getpaidpayroll.com
Telephone: +44 208 145 3355
Address: Ability House, 121 Brooker Road, Waltham Abbey, EN9 1JH, United Kingdom