Refund Policy

When you purchase a material on Knovia, you are purchasing a personal, non-transferable licence to access that material through the Knovia platform. You are not purchasing a downloadable file.

Digital delivery is defined as the activation of account-based browser access to the material. This occurs immediately upon payment confirmation. By completing a purchase, you acknowledge that delivery occurs at the point your Library access is activated — not when you first open the material.

Every page access session is logged with your device fingerprint, IP address, and timestamp. These logs are used to determine refund eligibility and may be submitted as evidence in payment disputes.

A refund may be granted automatically when both of the following conditions are met simultaneously at the time of the request:

1. The purchase was made less than 24 hours ago.
2. You have accessed fewer than 20% of the material's pages across all sessions, including offline sessions.

Both conditions must be satisfied. A purchase made 23 hours ago with 25% page access is not eligible. A purchase made 25 hours ago with 10% page access is not eligible.

Offline page access counts towards the page threshold. If you have saved a material for offline reading and accessed pages while offline, those accesses are logged locally and synced to the server when you reconnect. The refund check includes all synced offline access. Refund requests cannot be submitted while offline for this reason — a live server connection is required to ensure all offline events are synced before the determination is made.

After 2 approved refunds in any rolling 90-day window, a restriction applies to your account. Under the restriction, the following tighter criteria apply:

1. The purchase was made less than 7 days ago.
2. You have accessed fewer than 5% of the material's pages across all sessions.

You will be notified by email when this restriction is applied to your account. The restriction lifts automatically once 90 days have passed since the second refund in the triggering window.

Systematic refund abuse — requesting refunds repeatedly after accessing substantial portions of materials — is a policy violation subject to enforcement action independent of automatic eligibility checks. See our Terms of Service §13 for the enforcement tier system.

Refund requests are processed automatically and in real time. To request a refund:

1. Go to your Library (top navigation → Library).
2. Find the material you wish to refund.
3. Tap the Refund button in the material's action menu.
4. The eligibility check runs immediately and the result is shown on screen.

If eligible, the refund is approved instantly. No manual review is required for standard eligibility refunds. The refund is returned to your original payment method. Processing time depends on your payment provider — typically 3–10 business days for card refunds and 1–3 business days for bank transfers.

Once a refund is approved, the following occurs:

• Your access to the material is immediately revoked.
• Any offline cached pages for the material are invalidated on your next sync.
• The refund is initiated to your original payment method.
• The associated lecturer earnings entry is reversed from the earnings ledger.

Refund processing timelines by payment method:

These timelines are estimates and may vary by bank or card issuer. Knovia has no control over processing times once the refund is issued to the payment provider.

If you believe a material does not match its listed description (e.g. the content is for a different course, a different academic level, or is materially incomplete), and you do not otherwise meet the standard refund eligibility criteria, you may raise a content quality dispute.

To raise a content quality dispute, contact support@knovia.co within 72 hours of purchase with:

• Your purchase reference or transaction ID.
• A description of how the material does not match its listing.
• Specific examples (e.g. pages or sections that are misrepresented).

Content quality disputes are reviewed manually by the Knovia operations team within 3–5 business days. If the dispute is upheld, a full refund is issued regardless of page access. If the dispute is not upheld, the standard eligibility rules apply.

A content quality dispute that is upheld also results in a review of the material and may result in the material being delisted or the lecturer's account being subject to enforcement action.

Knovia maintains detailed session access logs for every purchase. If a chargeback or payment dispute is initiated with your bank or card issuer, Knovia will submit session access logs (page views, timestamps, device fingerprint, IP address) as evidence that the digital product was delivered and accessed.

We strongly recommend contacting us at support@knovia.co before initiating a chargeback. If a legitimate refund is due, we will process it directly and the chargeback process is unnecessary. Illegitimate chargebacks on materials that were accessed may result in enforcement action on your account.

If a material is removed from the Platform due to a copyright violation, policy breach, or at the lecturer's request, affected buyers who purchased the material within the prior 90 days are reviewed for automatic refund eligibility.

Buyers who are eligible will be contacted by email. If you purchased a removed material and do not receive a refund notification within 48 hours of the removal, contact support@knovia.co.

For all refund-related enquiries, contact us at support@knovia.co. For content quality disputes, include your purchase reference and a description of the issue.

Our support team is available Monday–Friday. We aim to respond to all enquiries within 1–2 business days.