Refund & Cancellation Policy

Purchases of digital content on Knovia are final once the content has been accessed. This applies to academic materials and books, revision drops, practice assessments, academic bundles, and other access-based digital products we offer from time to time (including, where enabled, session replays and redeemed group-license access).

Delivery means activation of account-based access after successful payment (for example in Library or Hub). Access includes opening content in the Knovia viewer, offline reading of watermarked renders, downloading a file where the educator has enabled downloads, or otherwise consuming the purchased product.

By completing a purchase you acknowledge that delivery occurs when access is activated, and that the sale is final once content is accessed, except as stated in this policy or required by mandatory law.

There is generally no self-serve “cooling-off” refund button for digital materials after purchase. Requests under the platform exceptions in Section 2 are handled through support.

Bookbloom LLC (operating Knovia) may refund in these cases only:

1. Duplicate charge caused by a verified technical or payment error.
2. Non-delivery caused by platform failure (not buyer device, network, or account issues under the buyer's control).
3. Content quality dispute upheld after review — where the product fundamentally and demonstrably does not match its listed description.

Submit requests to support@knovia.co within 7 days of purchase. Include your purchase reference and a clear description. We aim to complete admin review within about 48 hours of a complete request (business days; complex cases may take longer).

Approval is discretionary based on evidence. Accessing substantial content and then claiming “not as described” without a clear listing mismatch is unlikely to qualify.

One-time Starter access (educator commercial unlock) is non-refundable once paid, except where mandatory law requires otherwise or we expressly agree in writing. Where we charge other platform registration or subscription fees, those are likewise non-refundable once paid on the same basis, except where mandatory law requires otherwise.

Where the Platform provides the capability, educators may voluntarily refund a buyer at their discretion (goodwill). That is not an obligation and does not create a general buyer right to a refund. Educators may also ask support to process a goodwill refund on their behalf.

When a refund is processed (by the platform or an educator), Knovia's platform transaction fee is generally not returned. The cost of the refund to the buyer is borne from the educator's side of the sale (earnings reversal / clawback) as described in the Educator Terms and Payout Policy, unless we expressly state otherwise for a specific case.

Refunds are issued in the same currency and, where practicable, via the same payment method as the original charge. Bank or card issuer timing is outside our control and often takes several business days.

Some checkouts charge multiple items together (for example a cart or bundle). Where a refund is required for a shared charge, we may refund the full related charge rather than a partial amount, consistent with payment-provider and Platform rules.

Where educator membership / subscription products are available, members may cancel according to the controls shown in-product. Cancellation typically takes effect at the end of the current billing period. There is no pro-rated refund for unused time in a paid period unless required by law. Access continues until the end of the paid period. Renewals continue until cancelled.

• Educator cancels the session: ticket holders receive a full refund, typically processed within about 5 business days.
• Buyer requests cancellation before the session: at the educator's discretion; the Platform does not mandate a refund in that case.
• Buyer no-show: no refund.

• Educator no-show: full refund to the buyer(s), typically within about 5 business days. Buyers may report educator no-show through the Hub tools after the join window, where provided.
• Buyer / learner no-show: payment is released to the educator; no buyer refund.
• Mutual cancellation with at least 24 hours' notice: full refund, where processed under Platform rules.

Bookings that remain unsettled after the session window may be resolved automatically under Platform rules (for example treating a joined session as completed, or treating an educator no-show as refundable). Specific outcomes are shown in your Hub booking status.

• Before you submit work: you may cancel and receive a refund. After submission, the order is active and that cancellation path closes.
• Turnaround: educators state turnaround in calendar days. The deadline runs from submission. If feedback is not delivered by the due time, you may open a turnaround dispute within 48 hours of the due time (where Hub dispute tools are available). The educator may still deliver while overdue until a dispute is filed.
• Quality after delivery: if delivered feedback fundamentally does not match the listing, you may open a quality dispute within 7 days of delivery.
• Outcomes: dispute refunds are not automatic; they apply only if the Platform upholds the dispute after review. Fee and currency rules in Section 5 apply.

Voluntary appreciation, tips, or similar support payments are non-refundable, except where mandatory law requires otherwise.

If you are a consumer in the EU, UK, or another jurisdiction with a cooling-off / withdrawal right for distance contracts, that right may apply — but for digital content supplied immediately, it is typically lost when you request immediate access and acknowledge loss of the withdrawal right.

Where checkout shows a withdrawal acknowledgement, you must confirm it to proceed. Wording may vary by region; the substance is that you request immediate digital access and accept that you lose the statutory withdrawal right for that content.

Nothing in this policy limits rights that cannot be waived under mandatory consumer law. If such a right applies and has not been validly waived, contact support@knovia.co.

Contact support and use this policy before filing a payment dispute with your bank or card issuer. We investigate good-faith exception requests under Section 2.

Fraudulent or abusive chargebacks, and systematic refund abuse (for example repeated unsuccessful quality claims after accessing content), are violations of the Terms of Service and may lead to account restrictions or termination. We may contest improper disputes using delivery and account records.

Chargeback amounts and related provider fees may be recovered from educator balances as described in the Terms and Educator Terms.

Refund and cancellation enquiries: support@knovia.co. For quality disputes, include your purchase reference and how the listing was misrepresented.

We aim to acknowledge requests within 1–2 business days (Monday–Friday).