Refund and Cancellation Policy

1. Scope

This policy applies to customers using the Kaistone platform and describes rules for cancellation, refunds, and credits. It supplements Kaistone Terms and Conditions and other policies. In case of conflict, the Terms and Conditions prevail unless this policy explicitly states otherwise.

The Service is provided by Kaistone AB, reg no 559518-7385. The Service is intended exclusively for businesses and organizations. Consumer withdrawal rights do not apply.

2. Payment and invoicing

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.

3. Cancellation

The Customer may cancel at any time via account settings or by contacting support at support@kaistone.ai.

Cancellation takes effect at the end of the current billing period unless otherwise agreed in writing.

4. No refunds for use

Kaistone does not provide refunds for:

1. any started or consumed billing period
2. analyses or other usage already performed
3. periods already invoiced that relate to access during that period

An analysis is considered used once it has been run in the system, regardless of whether the report is later used externally or not.

5. Credits and exceptions

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.

6. Requests and handling

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
• a clear description of the issue

Kaistone processes requests promptly and normally within 10 business days.

7. Limitation of liability

Kaistone is not liable for losses resulting from:

• temporary downtime or interruptions
• improper use or incorrect integration
• 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.

8. Governing law and jurisdiction

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.

9. Contact

Kaistone AB
Reg no 559518-7385
support@kaistone.ai
kaistone.ai