1. Payment provider
Knowlense paid subscriptions and add-on purchases are billed through Paddle, our Merchant of Record. Paddle processes payments, handles taxes, provides receipts, and manages refunds under Paddle's Buyer Terms and refund process. Knowlense provides the software and customer support.
2. 14-day refund window
Customers may request a refund within 14 calendar days of completing a paid transaction with Paddle. This includes paid subscription purchases, subscription renewals, and paid add-on purchases.
Within this 14-day period, you may cancel the agreement and request a refund for any reason. Approved refunds are returned to the original payment method used at checkout, in accordance with Paddle's Buyer Terms and applicable law.
3. How to request a refund
Refund requests are handled by Paddle. If you were charged by Paddle, you can request a refund or subscription help through Paddle Order Support at paddle.net.
If you need help locating your order or understanding a charge, you can also contact support@knowlense.com.
4. Subscription cancellation
You can cancel your subscription at any time through Paddle's Buyer portal using the link in your subscription confirmation email. Cancellations take effect at the end of the current billing period.
Canceling a subscription stops future renewals. If you are requesting a refund for a recent subscription charge, the 14-day refund window described above applies.
5. Requests after 14 days
Refund requests submitted after the 14-day window may be reviewed case by case according to Paddle's Buyer Terms, Paddle's refund process, and applicable law.
6. Processing times
Refund timing depends on the payment method and your financial institution. Once Paddle approves a refund, it is returned to the original payment method.
7. Chargebacks and disputes
Paddle encourages buyers to contact Paddle support before filing a chargeback. Chargebacks can delay resolution, and access may be suspended while a dispute is investigated.
8. Tax refunds
If you are tax exempt or need a tax refund, Paddle may require supporting documentation. Tax refund requests are handled through Paddle and are subject to their eligibility rules, including timing requirements.
9. Policy updates
Knowlense may update this Refund Policy from time to time. The most current version will always be posted on this page with a revised "Last updated" date.
10. Contact
For refund-related questions, billing assistance, or invoice issues, contact support@knowlense.com.