Refund policy
This policy applies to paid Kablow subscriptions supplied by Kablow Education Limited, a Hong Kong business (business registration number 81308318), at 2/F Lot 393B Hang Hau Road, Tseung Kwan O, Hong Kong. Support: kablow@kablow.education.
1. Our 14-day refund promise
Request a refund within 14 calendar days of an initial subscription payment or a renewal payment and we will refund that payment in full, even if you have used Kablow. This applies to monthly and annual subscriptions, to consumers and organisational purchasers, and to a first charge following a free trial if one is offered. You do not need to give a reason. The period runs from the relevant charge date; a timely request remains valid while we process it.
This voluntary promise is additional to your legal rights and any greater rights provided by the reseller. It does not require you to waive a cooling-off or withdrawal right when starting to use Kablow. Free access, free grants, earned rewards and virtual currency for which no real payment was made have no purchase payment to refund.
2. How to request a refund
Email kablow@kablow.education, use the support or management link in your Paddle receipt, or visit Paddle buyer support. Any of these routes can be used within the 14-day period. Please provide the purchase email address, transaction or order number if available, and the charge you want refunded. If you cannot find the receipt, contact us and we will help identify it. Do not send your password or full payment-card details.
A clear statement such as "I want to cancel and receive a refund for my Kablow subscription payment dated [date]" is sufficient; no special form is required. Tell us if you want to cancel future renewals as well. For consumers with statutory withdrawal rights, a clear withdrawal statement through these routes is also accepted.
3. Processing and access
Where Paddle sold the subscription, Paddle processes the refund as merchant of record. We will arrange eligible refunds promptly and aim for processing within 14 days of your request, subject to any shorter legal deadline. Mandatory withdrawal refunds must be handled within the applicable statutory deadline. Your bank or payment provider may take additional time to display the credit.
Refunds go to the original payment method where possible, including transaction taxes applicable to the refunded amount. We do not charge a Kablow refund fee. The reseller and payment provider determine any currency-conversion treatment; ask Paddle about a discrepancy. We do not require you to accept store credit instead of a refund due under this policy or law.
When a subscription charge is refunded, the paid access associated with that charge ends. Free access and statutory data rights remain available. We will confirm the refund and subscription status so you know whether future renewals have stopped; requesting a refund should not leave you guessing about a later charge.
4. Cancelling future payments
Use the subscription-management link in your Paddle receipt or Paddle support, or contact us for assistance. Ordinary cancellation stops the next renewal and keeps paid access until the end of the current billing period. Request cancellation before a renewal is processed. If it has already been charged, the 14-day promise applies to that renewal.
Cancelling is different from requesting a refund, and deleting an account is not a reliable substitute for cancelling billing. You can ask us to coordinate both. We do not require a telephone call or impose a Kablow cancellation fee.
If your access is withdrawn: you can still cancel and request a refund if educator access is withdrawn or your school's market is not yet activated. If a decision prevents us delivering paid access, contact us; we will assess the undelivered service and give the refund or other remedy the law requires. Withdrawal does not cancel billing and does not forfeit prepaid fees automatically, and the 14-day promise still applies to each payment. Requirements for making a new purchase are set out in our Terms of service.
5. After 14 days and service problems
After the voluntary period, we do not ordinarily refund a change of mind or unused time in a correctly supplied subscription. However, your statutory rights continue. Contact us about duplicate or unauthorised charges, persistent technical failures, a material mismatch with what was sold, or access we failed to provide. We will investigate and provide any remedy required by law; the 14-day limit does not bar those claims.
Consumers may have rights to repair, replacement, a price reduction, cancellation, refund or compensation depending on the applicable law and the issue. This includes non-excludable Australian Consumer Law guarantees and applicable EEA/UK digital-service rights. If Kablow permanently discontinues prepaid access it cannot deliver, we will provide an appropriate refund for the undelivered service, without limiting any greater legal remedy.
6. Reseller terms and disputes
Paddle purchases are also subject to the Paddle buyer terms and Paddle refund policy. Our 14-day promise gives additional supplier protection where Paddle's discretionary policy alone would not guarantee a refund. Mandatory legal rights and any greater applicable protection take priority.
Contact us or Paddle about a billing concern. This does not restrict your right to contact your bank, dispute an unauthorised charge or seek a legal remedy. We may reasonably verify purchase details, but will not use verification to frustrate a timely request. Read our Terms of service and Privacy policy for related account and data information.