Refund Policy
Last updated: 28 June 2026
We want you to be confident before committing your money. That’s why every Keystone HSE plan includes a 14-day free trial — you get full access without being charged. This policy explains what happens once you are charged.
1. The 14-day trial
When you sign up, your card is authorised but not charged. You have 14 calendar days to use the service in full. If you decide Keystone is not for you, simply cancel before the trial ends and you will not be charged. You can see your trial end date on the Billing page inside the app at any time.
You can cancel at any time during the trial from the billing portal inside the app, or by emailing legal@keystonehse.com.
2. After the first charge
Once your trial ends and your first monthly payment is taken, the service is treated as fully delivered for that billing month. We do not offer refunds for billing periods that have already been charged. This is consistent with standard practice for digital business-to-business services that have been delivered.
3. How to cancel future renewals
You can stop future renewals at any time:
- Log into app.keystonehse.com, open Billing, and click Manage subscription to access the Paddle customer portal;
- Or email legal@keystonehse.com with your account email and we will cancel for you.
Cancellation stops your subscription from renewing at the start of the next billing period. You keep access for the rest of the current paid period. We do not pro-rate or refund the current month.
4. Failed charges and recovery
If your monthly payment fails, we’ll let you know and your account will move to “past due” status. New RAMS generation is blocked while past due. We’ll retry the charge per Paddle’s standard dunning schedule. If payment cannot be collected, your subscription will be cancelled at the end of the retry window.
5. Exceptional cases
We may, at our sole discretion, issue a refund or service credit in exceptional cases — for example, prolonged service outage we caused, or a clear billing error on our side. These are decided case by case. If you believe your situation qualifies, email legal@keystonehse.com within 14 days of the charge and we’ll look at it.
6. Statutory rights
Nothing in this policy affects your statutory rights as a consumer where those apply by law. Most Keystone customers are businesses (sole traders, companies, partnerships) buying for business use, in which case consumer cancellation rights do not apply. If you are buying as a consumer for purposes wholly outside your trade, you may have additional rights under applicable law — contact legal@keystonehse.com if you think this applies to you.
7. Contact
Email: legal@keystonehse.com