Subscription, Payment Failures & Data Retention

Overview

LEO HR subscriptions renew automatically to provide uninterrupted access to the platform. If a payment cannot be processed, LEO HR follows a staged process that gives customers time to resolve payment issues while protecting their organisation's data.

If a payment fails

If we cannot successfully collect your subscription payment:

Your subscription enters a 7-day payment grace period.
During this time, you continue to have full access to LEO HR.
You can update your payment method or complete payment without interruption to your service.

Day 8 – Subscription Paused

If payment has not been received after the 7-day grace period:

Your subscription status becomes Paused.
Access to the LEO HR platform is suspended.
Your organisation's data remains securely stored.
No information is deleted.

Day 30 – Subscription Lapsed

If payment has still not been received 30 days after the original failed payment:

Your subscription becomes Lapsed.
Automatic reactivation is no longer available.
Your organisation's data continues to be securely retained until the end of the retention period.

If you believe your subscription has lapsed in error, please contact LEO HR Support.

Day 60 – Permanent Data Deletion

If your subscription has not been reactivated within 60 days:

Your organisation's production data will be permanently deleted from the LEO HR platform.
Secure deletion will be carried out in accordance with LEO HR's operational processes.
Limited information may remain within encrypted disaster recovery backups until those backups naturally expire.

Reactivating Your Subscription

If payment is successfully received before your subscription becomes Lapsed (within 30 days of the failed payment):

Access to LEO HR will be restored automatically.
Your subscription will continue from its original renewal date.
Late payment does not create a new billing cycle or extend your subscription period.

This policy ensures all customers are treated consistently and prevents subscription renewal dates from being extended through late payment.

Exporting Your Data

Employers remain responsible for retaining employment records where required by law.

Before permanent deletion takes place, LEO HR intends to provide customers with the opportunity to securely export their organisation's information.

This may include:

Employee records
Workplace Matters
Compliance records
Learning records
HR Resources
Audit information
Organisation documents

Customers should ensure exported information is stored securely and retained in accordance with their own legal and regulatory obligations.

Need Support?

If you need assistance with your subscription, payment or account access, please contact LEO HR Support through the Help Centre or email billing@leohr.co.uk