Refund & Cancellation Policy

Who you are buying from

Paddle.com Market Ltd is the Merchant of Record for every Cadence purchase. That means Paddle, not KWL, is the seller on your order and your invoice, and Paddle handles payment, VAT and billing. KWL provides the product and decides refunds.

Cadence is sold to organisations only, so the statutory 14-day right of withdrawal that protects consumers does not apply to your purchase. We give you 14 days anyway, as a contractual promise from us. It stands whether or not you have opened and read the report, which is more than Paddle's own terms require, and we will not decline a refund on the grounds that you used what you bought.

1. One-off reports

You can request a full refund within 14 days of purchase, for any reason. We will refund the full amount you paid to your original payment method.

2. Subscriptions (All markets)

You can request a full refund within 14 days of any payment — your first payment or a renewal — for any reason. You can also cancel your subscription at any time from your account; cancellation stops the next renewal, and you keep access until the end of the period you have already paid for.

3. Enterprise

Enterprise engagements are quoted and contracted separately and are not purchased through the online checkout; their refund and cancellation terms are set out in that agreement.

4. What you keep

Access to an edition you bought does not expire: a one-off report remains available in your account after the refund window closes. If you are refunded, access to that report or subscription ends.

5. How to request a refund

Email hello@knowwhatsloved.com from the address you purchased with, or use the contact form. Because Paddle is the Merchant of Record for your purchase, refunds are issued through Paddle to your original payment method, typically within 5–10 business days.

6. Changes

We may update this policy; the version in effect at the time of your purchase governs that purchase. For the full commercial terms, see our Terms of Sale & Service.