Refund Policy

1. Introduction

This Refund Policy outlines the terms and conditions for refunds of Keystone equipment management software subscriptions operated by Pim Steijns Eenmanszaak.

We are committed to customer satisfaction and comply with Dutch and European consumer protection laws, including the EU Consumer Rights Directive.

2. Service Provider

Pim Steijns Eenmanszaak
Netherlands
Email: pimsteijns9@gmail.com
KVK: 83464115
BTW: NL003825922B29

3. Free Trial Period

All new subscriptions include a 14-day free trial period. During this time:

• You can use all features of your chosen plan
• No charges will be made to your payment method
• You can cancel at any time without obligation
• Your account will be automatically suspended if not upgraded after 14 days

4. Refund Eligibility

We offer refunds in the following circumstances:

4.1 Technical Issues

• Service unavailable for more than 24 consecutive hours
• Critical functionality not working as advertised
• Data loss due to our system failure
• Security breaches affecting your account

4.2 Billing Errors

• Duplicate charges
• Incorrect pricing applied
• Charges after cancellation
• Unauthorized charges

4.3 Service Cancellation

• Within 14 days of first payment (EU Consumer Rights)
• If service is discontinued by us
• If terms of service change significantly

5. Non-Refundable Circumstances

Refunds will not be provided for:

• Change of mind after the 14-day cooling-off period
• Failure to use the service
• Violation of terms of service
• Account suspension due to abuse
• Partial month usage
• Annual subscriptions after 30 days of purchase

6. Refund Process

To request a refund:

1. Contact our support team at support@keystone.com
2. Provide your account details and reason for refund
3. Include any relevant documentation or screenshots
4. We will review your request within 5 business days
5. If approved, refund will be processed within 10 business days

7. Refund Methods

Refunds will be processed through the original payment method:

• Credit/Debit cards: 3-5 business days
• Bank transfers: 5-10 business days
• PayPal: 1-3 business days

Processing times may vary depending on your bank or payment provider.

8. Partial Refunds

For monthly subscriptions, we may offer partial refunds for:

• Unused portion of the billing period
• Service downtime exceeding 24 hours
• Significant feature unavailability

Partial refunds are calculated on a pro-rata basis.

9. EU Consumer Rights

Under EU law, you have the right to:

• Cancel within 14 days of purchase (cooling-off period)
• Receive clear information about pricing and terms
• Request refunds for defective digital services
• File complaints with consumer protection authorities

10. Paddle Payment Processing

Our payments are processed by Paddle. In case of disputes:

• Contact us first for resolution
• Paddle may assist with payment-related issues
• Chargebacks may result in account suspension
• We reserve the right to dispute invalid chargebacks

11. Account Cancellation

To cancel your subscription:

• Go to your account settings
• Click "Cancel Subscription"
• Confirm cancellation
• Service will continue until the end of your billing period
• No further charges will be made

12. Data After Cancellation

After cancellation or refund:

• Your data will be retained for 30 days
• You can export your data during this period
• After 30 days, data will be permanently deleted
• No recovery is possible after deletion

13. Dispute Resolution

If you disagree with our refund decision:

• Contact us for further discussion
• Provide additional evidence if available
• We may escalate to senior management
• You can contact consumer protection authorities

14. Changes to Refund Policy

We may update this refund policy from time to time. Changes will be effective immediately upon posting. We will notify users of material changes by email.

15. Contact Information

For refund requests or questions about this policy:

16. Consumer Protection

If you are not satisfied with our resolution, you may contact: