What this policy covers
A refund is money paid back to you for a plan you bought. This page explains when you can get one, how to ask, and how cancelling works. It applies to paid Knotes plans.
Payments are not open yet. Until they are, nobody is charged, so there is nothing to refund. This policy tells you how it will work once you can pay. Our Terms of Service also cover billing and cancelling.
Free trial
During the beta, 7-day free trials go to invited testers and no card is taken, so you are never charged for a beta trial.
When paid plans open
This is still being decided. Before you start a trial, we will tell you clearly whether and when you will be charged, and how to cancel before that.
Monthly and yearly plans
- Monthly plans are paid at the start of each month of use and renew every month until you cancel.
- Yearly plans are paid once for twelve months, at a lower price than twelve monthly payments, and renew every year until you cancel.
Before you pay, checkout shows the full price, how often you are charged and when it renews.
Refunds for part of a period
Monthly plans: [Refunds for part of a month: to be confirmed]
Yearly plans: [Refunds when a yearly plan is cancelled early: to be confirmed]
Cancelling
You can cancel a paid plan at any time. Cancelling stops the next payment. You keep access until the end of the period you have already paid for, then your plan ends.
Cancelling on its own does not refund money already paid. If you want a refund as well, ask for one as explained below.
Until self-serve cancelling is available, email us at [Contact email: to be confirmed] and we will cancel for you.
How to ask for a refund
Email [Contact email: to be confirmed] from the address you sign in with. Please include:
- the email address on your account;
- the date you paid and the plan you bought;
- your order or receipt number, if you have it (it is on the receipt email).
You do not need to give a reason, but it helps us fix whatever went wrong.
We will reply within [Refund response time: to be confirmed]. If we approve a refund, it goes back to the card or account you paid with. How long it takes to show up depends on your bank.
Who processes refunds
Our payments are handled by our payment provider, which acts as the merchant of record. That means the provider is the seller on your receipt and bank statement, and it processes refunds. We decide on refund requests, and the provider pays the money back.
The provider's own buyer terms also apply to your payment. You can also contact them directly about a charge using the details on your receipt.
Your rights under South African law
Cooling-off period
The Electronic Communications and Transactions Act gives you a cooling-off right for many online purchases. In general, you may cancel within seven days of buying, without giving a reason.
This right may not apply to a service that you asked us to start straight away and began using within those seven days. When you subscribe, we will tell you whether the cooling-off right applies to your purchase and what happens if you cancel.
If the service is not what we promised
The Consumer Protection Act also protects you when a service is not delivered as promised. If you think that has happened, email us and we will look at it with you.
Buying from Zimbabwe or elsewhere
If you live outside South Africa, you may have consumer rights under the law where you live. This policy does not take them away.
Your legal rights come first
Nothing in this policy limits or takes away any right you have under the law. That includes your rights under South Africa's Consumer Protection Act and Electronic Communications and Transactions Act, and any consumer rights you have where you live. If this policy and the law disagree, the law wins.
Changes to this policy
We may update this policy, for example when paid plans open. The date at the top shows the latest version. A change never applies to a payment you made before it.
Contact us
- Name: [Legal or trading name: to be confirmed]
- Address: [Physical address: to be confirmed]
- Email: [Contact email: to be confirmed]