Billing, cancellation and refunds

Version 2026-10-30 · Published 30 October 2026

Who supplies the service

The Project Hero Limited (also referred to as The Project Hero Ltd), company number 11911600, trading as ShiftForest. Company address: 2 Lingwood Gardens, Bradford, England, BD8 9NY, United Kingdom. Contact: hello@theprojecthero.co.uk. This policy forms part of the customer terms when accepted with an order.

Plans and prices

Monthly base prices are Team £49 with 15 workers, Operations £99 with 20 workers, and Care £199 with 30 workers. Additional purchased worker capacity costs £3, £5 and £7 per worker per month respectively. Annual billing applies a 15% discount: base fees are £499.80, £1,009.80 and £2,029.80; additional worker capacity is £30.60, £51 and £71.40 per worker per year. Annual fees are charged in advance for the year, not collected monthly. Your order and checkout show the total for your chosen capacity. See pricing for plan information.

Currency, taxes and receipts

Checkout uses GBP without automatic currency conversion by ShiftForest. Your card issuer may apply its own exchange rate or fees. The Project Hero Limited is not currently registered for UK VAT and does not add UK VAT as a registered supplier. We do not describe purchases as globally tax-exempt. Any taxes we are required to collect must be shown before you confirm payment. Tax collection is not activated merely by publication of this policy. Stripe processes payment details and provides payment receipts and invoices when billing is enabled; we do not store full card numbers or card security codes.

Renewal and free access

Paid subscriptions renew for the same billing period unless cancelled before renewal or changed through an accepted order. Free access does not silently become a paid subscription: a paid order and payment authorisation are required. A trial converts to paid only if the specific trial terms and subsequent charge were clearly presented and accepted. No general trial-to-paid conversion is promised by this policy.

Worker capacity

Capacity is the number of workers covered by your order, not simply the number of people currently clocked in. Administrator-only accounts, terminals and historical imported people do not themselves consume worker capacity. A scheduled manager counts once. Allocations may be released where no future shifts or open attendance prevent release. Historical records are preserved. Reducing actual usage does not automatically reduce your purchased capacity; submit a subscription change separately.

Upgrades, reductions and billing-frequency changes

The application presents the effective date, amount due now and recurring price before confirmation. Supported upgrades within the same frequency may take effect immediately with a prorated invoice; increased capacity is granted only after payment is confirmed and reconciled. Reductions, mixed changes and monthly/annual switches generally take effect at renewal. Scheduling a reduction can reserve the lower limit against new allocations before renewal, while paid capacity remains in place. You may cancel an eligible scheduled change before its processing cut-off. The displayed preview and any processing deadline apply; custom subscriptions may require support.

Cancel renewal

Use the billing portal’s cancellation control when available, or email hello@theprojecthero.co.uk from an authorised account contact before renewal. If the portal is unavailable, include your organisation and requested cancellation date; do not send card details. Cancellation takes effect at the end of the paid period unless we agree otherwise. Keep the confirmation. Cancelling a payment method or deleting a user is not a reliable way to cancel a subscription. Cancelling renewal does not itself delete workforce records.

Refunds and billing errors

Except where required by law, agreed in writing or stated below, fees for an already-started billing period are not refunded solely because of non-use, a mid-period cancellation or fewer workers. We will investigate duplicate, incorrect or unauthorised charges and correct verified billing errors. If you terminate because of our uncured material breach under the customer terms, or we discontinue your paid service, we will refund prepaid fees for the unused affected period. Other refund requests are considered individually; no discretionary refund is guaranteed. Contact support with your invoice reference and reason. Approved refunds are returned through the original payment route where possible; arrival depends on the payment provider and bank.

Failed payments and disputes

A failed payment does not confirm an upgrade. We may ask you to update payment details, retry payment and restrict paid features after notice under the customer terms. A technical or payment-status delay may require reconciliation; do not purchase a duplicate subscription to resolve it. Tell us promptly if you dispute an invoice so we can investigate. This policy does not remove any mandatory right or a legitimate right to raise a payment dispute.