Refund Policy

中文版本：退款政策 · Related: Terms of Service · Privacy Policy · Acceptable Use Policy

Effective date: 27 August 2026 Last updated: 27 August 2026

This policy is part of the Terms of Service. It covers everything you can buy from KnowUV, operated by Wuhan Zhizhizhi Trading Co., Ltd. (武汉市知之智商贸有限公司).

The short version

• 14 days, money back. Not happy in your first two weeks? Ask, and we refund. No interrogation.
• Unused prepaid credit is refundable. You get back what you have not spent.
• Credit you have already spent is not refundable — the links were created and the visits were served.
• Bonus credit is a discount, not money. It has no cash value and is never refunded.
• Ask at cjh@knowuv.com. We answer within 2 business days.

1. What you are buying

KnowUV sells two things, and they refund differently. Check which one you bought — it is on your receipt.

2. The 14-day money-back guarantee

For 14 days after your first purchase, you can ask for your money back, and we will refund it. You do not have to explain yourself.

• Prepaid credit: we refund the purchased credit still unspent at the time you ask. Bonus credit is excluded (section 5).
• Subscription plan: we refund the full amount of the current period.

The guarantee applies once per customer, to a first purchase. It is separate from — and additional to — the statutory rights in section 4.

3. After the first 14 days

3.1 Prepaid credit

Unspent purchased credit is refundable at any time, for the life of your account. It is your money and we did not earn it. Write to us and we will return the unspent purchased balance to the original payment method.

Two things are worth knowing before you ask:

• Credit is spent as you go — every deduction is recorded in the ledger in your dashboard, showing the amount, the reason and the balance afterwards. That ledger is what we refund against, so you can calculate your own refund before you ask.
• Refunding your balance closes the metering: once it reaches zero, existing links stop resolving and you cannot create new ones. Export what you need first.

3.2 Subscription plans

• Cancel any time. Cancellation stops the next renewal. You keep access to the end of the period you have already paid for; we do not pro-rate a mid-period cancellation as a matter of course.
• Accidental renewal. If you tell us within 7 days of a renewal charge that you meant to cancel and you have not meaningfully used the Service in that period, we refund the renewal in full. This is a standing commitment, not a favour.
• Annual plans. Cancel within 30 days of the start of an annual period and we refund pro-rata for the unused whole months.

4. Your statutory rights

Nothing in this policy limits rights you have by law. Where a mandatory right gives you more than this policy does, the law wins.

EU and UK consumers — right of withdrawal. You normally have 14 days to withdraw from a distance contract for any reason. For digital services supplied immediately, you lose that right only if you expressly asked us to start straight away and acknowledged that you would lose it — which is what our checkout asks you to confirm. If you withdraw after we have begun, you pay only for what was actually supplied before you withdrew. Either way, our section 2 guarantee already gives you at least this much.

Mainland China consumers. Your rights under the Consumer Rights Protection Law and the E-Commerce Law apply in full, including the 7-day no-reason return right where it applies to the service you bought.

Australia, and other jurisdictions with consumer guarantees. Our services come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss.

5. What we do not refund

Plainly, so there are no surprises:

1. Credit you have already spent. The links were created and the visits were served — the service was delivered.
2. Bonus and promotional credit. Credit added on top of a top-up as a promotion is a discount, has no cash value, and is neither refundable nor withdrawable. It is consumed after purchased credit, so your purchased balance stays intact for as long as possible.
3. Accounts terminated for breach of the Acceptable Use Policy. If we terminate an account for phishing, malware, fraud, spam or another AUP breach, unused credit and unexpired plan time are forfeited. We do not refund people who used the Service to harm others.
4. Chargeback abuse. Filing a chargeback instead of contacting us — while continuing to use the Service — voids any refund entitlement for that purchase.
5. Third-party pass-through costs already incurred on your behalf, such as SMS messages actually sent by carriers or a custom domain we registered for you.
6. Bespoke work — integration, migration or custom development — once delivered and accepted.
7. Downtime alone. We provide the Service without an uptime guarantee (Terms, section 8). Where a sustained outage genuinely prevented you from using something you paid for, contact us: we will make it right with service credit or a refund, case by case. A failure on our side is our problem, not yours.

6. If something is wrong with the Service

This is not a grudging exception. If the Service materially fails to work as described and we cannot fix it in reasonable time, you are entitled to a refund of the affected portion regardless of every time limit in this policy. Tell us what broke and when; we would rather refund you than have you stay unhappy.

7. How to request a refund

Email cjh@knowuv.com, subject starting with REFUND, and include:

1. The email address or phone number on the account
2. The order number or transaction reference from your receipt
3. Whether you want the whole balance back or a specific amount
4. Optionally, what went wrong — helpful, never required

What happens next:

Refunds go to the original payment method, in the original currency. We cannot redirect a refund to a different card, account or person.

Currency and fees. Where your bank converted currency at purchase, the refunded amount may differ slightly from what you paid because of exchange-rate movement. That difference is your bank's, not a deduction by us. We never deduct a processing or restocking fee from a refund.

8. Who actually pays you back

This depends on how you bought, and it decides where the refund appears:

• International purchases are sold by Paddle.com Market Ltd as merchant of record. Paddle processes the refund, and it will appear on your statement from Paddle. You can request it either through us or directly through Paddle's buyer support using your receipt — we honour this policy either way, and we instruct Paddle accordingly.
• Purchases in mainland China are settled by us through Alipay or WeChat Pay and refunded to the same channel.

9. Cancelling

Cancel a plan from Dashboard → Subscription, or email cjh@knowuv.com. Cancelling stops future charges; it does not by itself refund a charge already made — see section 3.2. Closing your account stops your links resolving immediately, so cancel first and close when you are ready.

10. Changes and contact

We may update this policy. The version in force when you bought is the one that applies to that purchase — a later change never removes a refund right you already had. Material changes get 30 days' notice.

Questions, or a refund that has not arrived: cjh@knowuv.com, with REFUND at the start of the subject line. Staffed 08:00–22:00 China Standard Time (UTC+8), Monday to Friday.