Refund and Cancellation Policy

This explains how to cancel a Knowl Cloud subscription, when you get your money back, and how to ask. It is written to be read. Where a sentence is short and blunt, that is deliberate.

It is part of our Terms of Service, which §8 of those terms says as well.

1. Who you bought from

Every paid Knowl Cloud subscription is sold by Polar, who act as our merchant of record. Polar Software, Inc. is the legal seller to you: they take the payment, handle the tax in your country, issue your invoice, and are the party who actually returns your money when a refund is due. Their terms govern the sale itself.

This policy is ours. It says what we will agree to refund. Polar then carry it out.

You do not need to contact Polar yourself. Write to us and we will arrange it.

2. How to request a refund

Email [email protected] from the address that was charged, or from the address of a billing admin on the organisation.

So that we can find the charge without a round trip, include:

• the organisation name the subscription belongs to,
• the order or receipt number from your Polar receipt, and
• one line on what happened — wrong plan, duplicate charge, changed your mind, something broke.

A person reads that mailbox. We aim to reply within two business days.

Write from an address we can tie to the account. We cannot discuss or refund a subscription with someone we are unable to connect to the organisation that paid for it. If you no longer have access to that mailbox, say so and we will find another way to verify you.

3. When you get your money back

Within 14 days of a charge, we refund it. An accidental purchase, the wrong plan, a renewal you meant to cancel, or simply changing your mind — if you write to us within 14 days of the charge you get a full refund. You do not have to justify it.

After 14 days, a monthly subscription is not normally refunded. You can cancel at any time and you will not be charged again — see §4.

Annual plans. Inside 14 days of the charge, a full refund. After that, if you cancel part-way through the year, write to us: we will look at the unused months. We would rather return something than have you feel trapped by a discount you took in good faith.

If we broke it, the 14 days do not apply. If Knowl Cloud was unavailable, lost data, or did not do what we sold it as doing, tell us however long ago you paid. We will fix it or refund it. A time limit exists to stop indefinite claims on a working service, not to protect us from a broken one.

The free plan has nothing to refund. There is no charge and no card on file.

4. Cancelling

Cancel from your organisation's billing page, or by emailing [email protected].

Cancelling stops the next charge. Your plan stays active until the end of the period you have already paid for — we do not cut you off the moment you cancel. When that period ends, the organisation moves to the free plan.

If we refund you, the subscription ends immediately and the organisation moves to the free plan at that point rather than at the end of the period. You cannot keep a paid period you have been paid back for.

Deleting your account also cancels any active subscription, so no further charge is made.

5. Changing plan

You can move between plans at any time from your organisation's billing page. Nothing here needs an email to us.

Moving up takes effect immediately. Polar work out how much of the period you have already paid for is unused, credit it against the new plan, and charge you the difference. You are not billed twice for the same days, and you get the larger plan the moment it is confirmed.

Moving down takes effect at the end of the period you have already paid for. You keep the plan you bought until then, and nothing is charged. We do not take an entitlement away early and hand back a credit — §4 says you keep what you paid for, and that applies to a downgrade as much as to a cancellation.

Moving from monthly to yearly counts as moving up, because it is the larger commitment.

Polar do the arithmetic, not us. They are the seller, they hold the money, and the invoice is theirs. Any figure we calculated would be our opinion about their ledger, and if the two ever disagreed the invoice would be the one that counted. So we do not quote you one — the exact amount is on the invoice Polar send you.

A plan change never affects what is already in your workspaces. Volume limits govern what you can publish next period; nothing already published is touched. §6 says the same about refunds.

Moving down never removes a workspace, even if you end up with more than the new plan includes. Plans differ in how many workspaces you may create, and dropping to a smaller one does not delete the ones you have — everything in them stays readable and everything already published stays published. What the limit governs is creating another: you cannot add one until you are back under the number your plan includes. We do not delete your work to make your account fit your bill.

6. What a refund does not do to your knowledge

Nothing. A refund is a billing event, not a deletion event.

• Your export still works. Export is available on every plan, always — including the free plan and including after a downgrade. We will never make you pay to get your own knowledge back. This is a binding commitment in §9 of the Terms of Service, not a courtesy.
• Nothing is hard-deleted. Moving to the free plan does not erase atoms. Volume limits pause new publishing; they do not remove what is already there. Deletion needs a confirmed written request from a billing admin.

§10 of the Terms sets out the same thing for a payment that fails rather than one that is refunded: read-only, then archive, and never deletion.

If you are refunded and later come back, your workspaces are as you left them.

7. How long it takes

Once we approve a refund, Polar issue it to the original payment method. Their part is usually same-day. Your bank or card issuer then takes 5 to 10 business days to show it, and that last stretch is in nobody's hands but theirs.

Polar email a credit note to the address on the order. If it is not in your inbox, check spam before writing to us.

8. If you live somewhere with stronger rights

Knowl Cloud is sold for professional and business use. Where you nonetheless qualify as a consumer under the law that protects you, that law wins over anything in this policy, and in particular:

• EU, UK and Turkey. If you cancel within 14 days of purchase you are entitled to a refund, prorated for what you have used, under your statutory right of withdrawal.
• Republic of Korea. If you request a refund within 7 days of purchase and have not used the service in that time, you get a full refund. Otherwise the refund is prorated from the date you asked to cancel to the end of the period you paid for.

Nothing in this policy removes a right your local law gives you. Where the two disagree, your law applies and we will follow it.

9. Chargebacks

Please write to us first. A chargeback is slower than an email, it is decided by your bank rather than by us, and it usually suspends the organisation while it is open — which helps nobody. We have never refused a refund inside the window described in §3, and we would rather solve it directly.

If you believe a charge is fraudulent rather than mistaken, go to your bank immediately and tell us as well.

10. Complaints

If you are unhappy with how we handled a refund, say so to [email protected] and ask for it to be looked at again.

If you would rather escalate outside us, it depends on what the complaint is about. A complaint about the purchase — the charge, the tax, the invoice — is for Polar as the seller of record, and their own dispute process is open to you. A complaint about the service is for us, and §14 of the Terms of Service says how those are handled and under which law.

11. Changes to this policy

This policy carries a version number and an effective date, both shown at the top, and every previous version stays published at its own address. We change it the same way we change the Terms, under §12 of those terms: a change that reduces your rights is published 30 days before it takes effect, and a clarification that reduces nothing is published when it is made.

A refund request is judged under the version in force on the day you were charged, not the day you ask. A policy that could be tightened retroactively would not be worth reading.