Last updated: March 2026
Applies to: Business Customers B2B
This policy applies to customers using the Kaistone platform and describes rules for cancellation, refunds, and credits. It supplements Kaistone Terms of Service and other policies. In case of conflict, the Terms of Service prevail unless this policy explicitly states otherwise.
The Service is provided by Kaistone AB, reg no 559518-7385.
Where a purchase is processed by Paddle as Merchant of Record, the purchase is made from Paddle and Paddle Buyer Terms apply to the transaction. This policy describes how Kaistone handles credits and service related issues and how refund requests are initiated in coordination with the Merchant of Record.
The Customer pays according to the selected plan and the applicable price list. Invoicing is monthly in accordance with the agreement. Additional payment methods may be introduced over time without changing the intent of this policy.
The Customer may cancel at any time.
If the subscription was purchased through Paddle, cancellation can be made through the Paddle buyer portal accessible via the link in the subscription confirmation email, or by submitting a cancellation request through Paddle's cancellation flow. Cancellation takes effect at the end of the current billing period and the Customer will not be charged again after that.
If the subscription was purchased directly from Kaistone outside of Paddle, cancellation is handled via account settings or by contacting support at support@kaistone.ai, and takes effect at the end of the current billing period unless otherwise agreed in writing.
Kaistone does not provide refunds for any started or consumed billing period, audits or other usage already performed, or periods already invoiced that relate to access during that period. An audit is considered used once it has been run in the system.
If a buyer qualifies as a consumer under mandatory law in their territory, they may have a statutory right to withdraw within 14 days of completing a transaction in accordance with the Merchant of Record refund rules. A full refund may be available unless the consumer started using or benefiting from the Service during that 14 day period after agreeing that the Service would be made available before the end of that period.
A refund or credit may only be considered in the following cases:
A. Billing error
If the Customer was charged the wrong amount or charged twice, the incorrect portion will be credited or refunded.
B. Material service failure
If the Service is materially unusable for a continuous period exceeding 10 business days due to an issue within Kaistone's control, and the issue is not remedied after written notice, Kaistone may offer a credit for the affected period. Any credit is limited to the fees for the billing period affected.
Where the transaction was processed by Paddle as Merchant of Record, any approved refund is processed by Paddle and returned to the original payment method in accordance with Paddle policies.
Requests for a credit or refund must be submitted in writing to support@kaistone.ai and include company name and registration number, contact person and email, invoice details or payment reference, and a clear description of the issue.
If the purchase was processed by Paddle, a refund request can also be initiated through Paddle channels as described in Paddle Buyer Terms and refund policy, and Kaistone will support the review with relevant service information where needed.
Kaistone processes requests promptly and normally within 10 business days.
Kaistone is not liable for losses resulting from temporary downtime or interruptions, improper use or incorrect integration, or issues caused by third party systems the Customer chooses to use with the Service.
Any compensation under this policy is limited to the fees paid by the Customer for the most recent billing period.
This policy is governed by Swedish law. Disputes shall first be addressed through dialogue between the parties. If no resolution is reached, disputes shall be settled by Swedish courts, with Uppsala District Court as the first instance.
For transactions processed by Paddle as Merchant of Record, Paddle Buyer Terms govern the relationship between the buyer and Paddle.
Kaistone AB
Reg no 559518-7385
support@kaistone.ai
kaistone.ai