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Refund and Cancellation Policy

Last updated: 2 September 2026 · Kayden Connect LLC, 30 N Gould St Ste R, Sheridan, WY 82801, United States

This page states, in plain terms, what you are charged for, how to stop being charged, and when money comes back. It forms part of the Terms of Service. Where the two differ, the Terms govern.

Scope

This policy applies to every paid subscription to Kayden Connect bought through kaydenconnect.com or the in-product billing page. Kayden Connect is sold to organisations for use by their employees, not to consumers, and the business-to-business nature of the service is reflected below; see Mandatory consumer law for the exceptions.

How billing works

  • Plans and prices. Spark $4, Command $8 and HQ $15 per user per month, in US dollars (USD). Spark and Command bill monthly or annually; HQ bills annually only, at $180 per user per year. Annual billing on Spark and Command is 20% below the monthly rate. Seat minimums are 5 on Spark, 10 on Command and 25 on HQ. Current prices are always on the pricing page.
  • Recurring charge. A subscription renews automatically at the end of each billing period, monthly or annually, at the seat count and plan then in force, until you cancel. The amount and the next renewal date are shown on the in-product billing page and on every receipt.
  • Payment. Payments are processed by Stripe. By entering a payment method you authorise Stripe to charge the subscription fee and applicable tax on each renewal date. We do not store card numbers.
  • Tax. VAT, GST or sales tax is calculated by Stripe Tax from your billing address and shown before you confirm.
  • Receipts. Stripe emails a receipt to the billing address on your account after every charge, showing the amount and the period covered. Cancellation instructions are on this page and on the in-product billing page.

Cancelling

A Super Admin can cancel at any time, without contacting anyone, from the in-product billing page (Admin, then Billing & Usage, then Manage billing in Stripe, which opens the Stripe billing portal with a cancel option). You can also email billing@kaydenconnect.com from the Tenant Administrator's address and we will cancel for you within two business days and confirm by email.

  • Cancellation takes effect at the end of the billing period already paid for. You keep access until then. No further charges are made.
  • After the paid period ends, the workspace enters a 60-day grace period. During it, an administrator can request a data export from Settings, then Data export. In this release that export contains the requesting administrator's own account data: profile, posts, comments, acknowledgments, survey responses and settings. It does not include other members' content, private chat or uploaded media files; email legal@kaydenconnect.com for a full workspace archive. After the grace period the content is permanently deleted, as described in the Terms.
  • Cancelling does not delete the workspace early. If you want deletion sooner, email billing@kaydenconnect.com.

Refunds

Subscription fees are non-refundable, and unused time in a billing period is not credited, except in the situations below. We do not currently publish an uptime commitment or service credits.

  • Our error. If we charge you an amount that does not match your plan, seat count or the price published when you subscribed, we refund the difference in full to the original payment method.
  • Duplicate charge. A duplicate charge is refunded in full as soon as we confirm it.
  • Required by law. Where mandatory law in your country gives you a right to a refund that this policy does not, that right applies.

To request a refund, email billing@kaydenconnect.com with the receipt number. We reply within five business days. Approved refunds are issued to the original payment method through Stripe, and typically appear within five to ten business days depending on your bank.

Seats and plan changes

  • Seat count. Your seat count and the amount you pay are set at checkout for the whole billing period. Adding users within your plan's user limit does not change the amount charged; once you reach the limit, new invitations are blocked and you are prompted to move up a tier. Removing users does not reduce the charge for the current period.
  • Upgrading to a higher plan is done from the billing page and takes effect as soon as the new plan starts. Where the change is made through the Stripe billing portal, Stripe pro-rates the difference; where it is made by starting a new plan at checkout, email billing@kaydenconnect.com and we will credit any overlap. Downgrading takes effect at the next renewal.
  • Storage and AI allowances are fixed per plan and are hard limits: nothing is charged automatically when you reach one, and more room means moving up a tier. The allowances for each plan are on the pricing page.

Failed payments

If a renewal payment fails, Stripe retries collection over 21 days and emails the billing contact each time. If collection still fails, access to the workspace may be suspended. Access is restored when payment succeeds. If payment is not made, the cancellation and deletion timeline above applies from the date of suspension.

Disputes and chargebacks

If you believe a charge is wrong, write to billing@kaydenconnect.com before raising a dispute with your bank. We resolve most billing questions within five business days, and a refund from us reaches you faster than a chargeback does. Charges appear on card statements as KAYDENCONNECT.

Mandatory consumer law

Kayden Connect is a business service. If, despite that, you are treated as a consumer under the mandatory law of your country of residence, including in the European Union, the United Kingdom or South Africa, nothing in this policy limits the rights that law gives you, including any withdrawal or refund right and the right to bring proceedings where you live.

Contact

Changes to this policy are posted at this URL with a new date. Material changes are notified to the Tenant Administrator by email at least 30 days before they take effect.