Refund Policy

1. Principle

This policy explains when we refund a payment. It applies to purchases made on this website from AKS Enterprises, which operates the KnownShift brand.

Our products are digital and are delivered as soon as payment is confirmed, so the right outcome depends on what actually happened: whether the payment succeeded, whether access was delivered, and whether the work you paid for was performed. Each of those is dealt with below. Nothing in this policy limits rights or remedies that applicable consumer law does not permit us to exclude.

2. Payments that did not complete

If a payment fails or is not verified, no order stands and no access is granted. In most cases nothing is captured and there is nothing to refund.

If your bank shows a debit but the purchase did not appear in your account, that is usually an authorisation that has not settled, and it is normally released by your bank without our involvement. Contact us with the payment reference and we will check it against the payment provider's record. If the amount was in fact captured by us and nothing was delivered, we refund it in full.

3. Duplicate payments

If you were charged more than once for the same purchase, we refund the duplicate in full once verified against the payment provider's record. You do not need to give a reason.

4. Paid but not delivered

If a payment was captured and the corresponding access or credits were not delivered, tell us. We will first try to deliver what you paid for, since that is usually a reconciliation problem rather than a failure of the product. If we cannot deliver it, we refund it in full.

5. Credits: what has been used and what has not

Products sold as a number of uses, such as AI Story Fix packs, are accounted for per unit. The treatment follows the state of the unit:

• Unused. Bought and never spent. Refundable as set out in section 6.
• Reserved. Held while work is in progress, so the same unit cannot be spent twice. If the work does not complete, the unit is released automatically.
• Released. Returned to your balance because the work did not complete or did not meet our quality checks. The unit is yours to use again. This is not separately refunded in money, because it was not spent.
• Consumed. The work was performed and the result delivered to you.

For consumed units we do not ordinarily refund, because the service was performed and the result was delivered to you.

That position never overrides the following. We will not refuse to discontinue a service, or refuse to refund what you paid, where the product or service was defective, deficient, or not of the characteristics or features advertised or agreed. That is your right under the Consumer Protection (E-Commerce) Rules, 2020, and this policy does not limit it. Nor does it override a duplicate charge, or any remedy applicable law gives you regardless of what this page says.

6. Unused credits and changing your mind

Our review did not identify a general statutory cooling-off period that applies merely because you change your mind after buying the digital services we currently offer. That is not a statement about every kind of purchase or every industry, and it does not limit any refund, cancellation or other right available to you under applicable law in particular circumstances, including the remedies in section 5.

Once credits are delivered to your account they are available to use immediately, which is why we do not offer a general change-of-mind refund.

If you bought a pack, have not used any of it, and it is genuinely not what was described, contact us. We would rather resolve a real mismatch than hold money for something you cannot use, and we will consider unused balances case by case. Where the product did not match its description, section 5 applies and a refund is not discretionary.

If you cancel a purchase after confirming it, we do not charge a cancellation fee unless we would bear a comparable charge when cancelling unilaterally ourselves.

7. Quality checks that decline a result

Some products run a quality check before returning a result and decline to return one that does not meet the standard. When that happens the unit is released back to your balance and you have not been charged for it. Because the unit is restored, this is not also refunded in money. If a product repeatedly fails to produce a usable result for you, treat it as a deficient service under section 5 and contact us.

8. Programmes and training

Cancellation, rescheduling and refund terms for a specific KnownShift programme are communicated to you before enrolment or payment. Where programme-specific terms are provided, those terms apply together with this Refund Policy and applicable law.

If we cancel a programme, or reschedule it to a date you cannot attend, you may choose a full refund of what you paid for it or a place on a later cohort. Nothing in this section limits rights or remedies applicable consumer law gives you.

9. Consulting and advisory

Cancellation and refund terms for consulting are governed by the proposal, statement of work or engagement letter for that engagement, which prevails over this policy to the extent of any conflict.

10. Free, promotional and granted access

Free tools, launch-period access, promotional credits, internal test accounts and access granted by us at no charge have no monetary value and are not refundable, because no payment was made for them. Withdrawing free or promotional access is not a refundable event.

11. How to request a refund

Raise it through our support and grievance process, which gives you a reference you can quote and track, or email support@knownshift.com. Include the account email address and the order or payment reference. We acknowledge within 48 hours and aim to resolve within one month, as set out in Legal & Business Information.

Never send full card numbers, CVV, UPI PIN or banking passwords. We do not need them, we cannot use them, and we will not ask for them.

12. How a refund is paid and how long it takes

Approved refunds go back to the original payment method through the payment provider. We initiate the refund with the provider once approved; the provider then processes it, and your bank or card issuer posts it to your account.

We control only the first of those three steps. Provider processing and bank posting times vary and are outside our control, so we do not promise a date by which the money will appear. We will tell you when we have initiated it and give you the reference.

13. Payment disputes

You are free to raise a dispute with your bank or card issuer, and nothing here asks you to give that up. We ask only that you contact us first, because a reconciliation error is usually faster to fix directly.

Where a dispute is raised, we may provide the transaction and access records for that purchase to establish what happened. We will contest a claim we can evidence to be incorrect, such as a chargeback for work that was delivered, or a duplicate claim for an amount already refunded.

14. Your statutory rights

Nothing in this policy limits or excludes any right or remedy available to you under applicable consumer law, including under the Consumer Protection Act, 2019. Where this policy and that law differ, the law applies.