Manage Knowbe4

How to cancel KnowBe4 in south africa and claim your refund within 14 days

What is KnowBe4 and why organisations use it

KnowBe4 is a cloud-based security awareness platform that helps organisations train employees and test their resilience against phishing attacks. You access the service online or through mobile apps, and you pay via subscription billing.

The platform delivers interactive training modules, simulated phishing campaigns, and reporting dashboards so your organisation can measure how well staff recognise and respond to threats. If you've signed up for KnowBe4 but now want to exit, you have options within South African consumer law.

How KnowBe4 subscription billing works

You pay a recurring subscription fee, and billing continues until you actively cancel. Simply stopping use does not terminate your subscription or your charges. Where you bought the service matters: direct web purchase, iOS App Store, or Google Play each have different cancellation and refund rules.

Why you might want to cancel

You might cancel because your organisation no longer needs security training, your budget has changed, or you have found a competitor solution that fits better. Whatever your reason, you have consumer rights in South Africa that protect you during a cooling-off period and beyond.

Your consumer rights in south africa

South African law grants you specific protections when you sign up for digital services, and KnowBe4 subscriptions fall within those rules.

The 14-day cancellation window

KnowBe4 permits you to cancel a web-direct subscription within 14 calendar days of purchase and request a refund for unused service. This aligns with the cooling-off principle in the Consumer Protection Act, which recognises that you may need time to evaluate a purchase before committing fully.

You must act within this window and submit your request in writing to receive refund protection. Warning: the clock starts on your purchase date, not when you first log in or begin using the platform.

Rights after the 14-day window

Once you move past 14 days, KnowBe4's standard terms state no refund is due unless the company breaches your agreement or refund is mandated by law. However, the National Credit Regulator and the Consumer Goods and Services Ombud South Africa may intervene if you can prove unfair contract terms, hidden charges, or misleading advertising.

Keep all emails, payment confirmations, and invoices as evidence if you need to escalate a dispute.

Cancellation methods and how they differ

Your cancellation path depends on where and how you purchased your KnowBe4 subscription, and each method has its own timeline and refund rules.

Cancel a direct web subscription

This is the most straightforward path and the one with the clearest 14-day refund window. You contact KnowBe4 support directly by email and provide your account details.

Cancel an iOS or android app store subscription

If you bought through Apple App Store or Google Play, refunds and cancellations are handled by Apple or Google, not KnowBe4. You bypass KnowBe4 support entirely and work directly with the app store provider.

Step-by-step cancellation for direct web subscriptions

If you purchased KnowBe4 directly through its website, follow this process to cancel within the 14-day window and protect your refund claim.

Cancel within 14 days of purchase

1. Locate your purchase confirmation email and note the exact purchase date; this is day one of your 14-day window.
   • Check your email inbox, spam folder, and downloaded invoices for proof of purchase.
   • Write down the date in a format that cannot be disputed (for example, 15 January 2025).
2. Open your KnowBe4 account and gather your account name, organisation name, subscription plan details, and purchase date.
   • Log into your account dashboard if you can access it, or retrieve these details from your invoice.
   • Note whether you purchased a monthly or annual plan; this affects pro-rata refund calculations.
3. Compose a cancellation email to support@knowbe4.com with a clear subject line.
   • Use a subject like "Cancellation request - [your account name] - [purchase date]" so support staff find your request quickly.
   • Include your full organisation name, account administrator email, and the purchase date.
   • State explicitly: "I request cancellation of my KnowBe4 subscription effective immediately and claim a full refund for unused service."
4. Request written confirmation of cancellation and refund status in the same email.
   • Ask support to confirm the cancellation date and whether a refund will be issued.
   • Ask them to specify the timeframe for refund processing (typically 5-10 business days to your original payment method).
5. Send the email from the account administrator email address on file.
   • KnowBe4 may verify that the person requesting cancellation has authority to do so.
   • Keep a copy of the sent email and record the timestamp.
6. Wait for a response and save all correspondence.
   • Support should reply within 2-3 business days; if not, send a follow-up email referencing your original request.
   • Store email confirmations in a folder you can access later if you need to dispute a charge.

Cancel after 14 days (no refund guaranteed)

You can still cancel after the 14-day window, but you lose the automatic refund entitlement unless you can evidence a breach by KnowBe4 or a legal grounds for return.

1. Email support@knowbe4.com with your account details and a clear cancellation request.
   • Use the same format as above, but acknowledge that you are cancelling outside the 14-day period.
   • Ask whether any pro-rata refund is possible based on unused days or months remaining on your subscription.
2. Request confirmation of the cancellation date and what happens to your account data.
   • Ask how long KnowBe4 retains your training records and whether you can export data before deletion.
   • Confirm the subscription will not renew at the next billing date.
3. If KnowBe4 refuses to cancel or process your request, escalate to the Consumer Goods and Services Ombud South Africa (www.cgso.org.za) with copies of your emails.
   • The Ombud can investigate complaints about unfair terms or service delivery failures.
   • This does not cost you and may pressure KnowBe4 to resolve the dispute.

Cancelling an iOS or android app store subscription

If you downloaded KnowBe4 through Apple App Store or Google Play, you must cancel through the app store itself, not through KnowBe4.

Cancel on iOS (Apple app store)

1. Open the App Store app on your iPhone or iPad.
   • Tap your profile icon (top right) and select "Subscriptions."
2. Find KnowBe4 in your active subscriptions list.
   • If it does not appear, the subscription may already be cancelled.
3. Tap on the KnowBe4 subscription and select "Cancel subscription."
   • Apple may ask you to confirm or offer a retention discount; you can decline and proceed with cancellation.
4. Confirm the cancellation.
   • You will receive an email confirmation from Apple with a cancellation reference number.
   • Access to KnowBe4 will end at the next billing date unless you purchased within the last 14 days, in which case contact Apple for an immediate refund.

Cancel on android (Google play)

1. Open the Google Play app on your Android phone or tablet.
   • Tap your profile icon (top right) and select "Payments and subscriptions."
2. Tap "Subscriptions" and find KnowBe4.
   • If it does not appear, check whether the subscription is listed under a different organisation name.
3. Tap on KnowBe4 and select "Cancel subscription."
   • Google will confirm the cancellation and the end date of your access.
4. Save your cancellation reference number.
   • If you purchased within 48 hours, Google may automatically refund the charge; check your payment method within 5-7 business days.

What happens to your account and data after cancellation

Cancelling your KnowBe4 subscription does not instantly erase your organisation's training records or simulation results, and you should understand what persists and what you can recover.

Access and account status

Your account dashboard and login will no longer work once the subscription ends (typically at the next billing date or immediately if refunded within 14 days). Your team cannot run new training sessions or phishing simulations after cancellation.

Confirm in your cancellation email that you understand when access will be cut off and whether you need a final data export before that date.

Data retention and export

KnowBe4 retains your account data, training records, and simulation results according to its data retention policy and your service agreement. Before you cancel, ask support whether you can download or export your training history and employee phishing test results.

Pro tip: request a data export at least 5 business days before your expected cancellation date so you have records for your organisation's compliance or audit files.

Refunds and how long they take

Your eligibility for a refund depends on whether you cancel within 14 days and whether you purchased directly or through an app store.

Refunds for direct web purchases within 14 days

If you cancel your web subscription within 14 calendar days of purchase, you are entitled to a refund of your subscription fee for unused service. KnowBe4 will process the refund to your original payment method (credit card, debit card, or bank account).

Refunds typically appear within 5-10 business days, but your bank may take an additional 2-3 days to credit your account. Monthly subscriptions cancelled before day 14 receive a full refund; annual subscriptions receive a pro-rata refund for unused months.

No refunds after 14 days (unless breach occurs)

After 14 days, KnowBe4's terms state they do not refund subscription fees. You can still cancel to stop future charges, but you forfeit the cost of the current billing period.

Exception: if KnowBe4 materially breaches the service agreement (fails to provide access, suffers data loss, or violates your data), you may have grounds to claim a refund or partial refund. Document any failures and escalate to the Consumer Goods and Services Ombud South Africa if KnowBe4 refuses to act.

App store refunds (iOS and android)

Apple and Google handle refunds independently of KnowBe4. If you cancel within Apple's or Google's refund window (typically 48 hours for iOS, 14 days for Android), the app store may refund your subscription fee directly.

Warning: KnowBe4 cannot issue refunds for app store purchases; you must request the refund from Apple or Google. If they decline, KnowBe4 will not override that decision.

Pricing and plan options for south africa

KnowBe4 does not publish fixed ZAR pricing on its website; instead, you request a custom quote based on your organisation's size, employee count, and module selections.

How to get a KnowBe4 quote

Contact the South African KnowBe4 sales team or an authorised reseller to receive a personalised quote based on your employee headcount and training requirements. Most quotes include a 30-day trial period before billing begins.

Common mistakes when cancelling KnowBe4

Cancelling a subscription should be straightforward, but many South African organisations lose their refund window or fail to get confirmation because they skip critical steps.

Mistake one: assuming the 14-day window starts on first login, not purchase

Your refund window starts on your purchase date, not the day you first access the platform. If you purchase on 1 January but do not log in until 10 January, your 14-day clock has already advanced 9 days.

Check your purchase confirmation email immediately and count 14 calendar days from that date. Mark your calendar and cancel well before day 14 expires.

Mistake two: stopping use without formally cancelling

If you simply stop using KnowBe4, your subscription will continue and you will be charged at the next billing date. KnowBe4 requires a formal cancellation request by email; silence does not equal cancellation.

Email support@knowbe4.com even if you think you've already cancelled, and request written confirmation of the cancellation date.

Mistake three: not requesting written confirmation

A verbal promise to cancel is not proof. You must receive a written confirmation email from KnowBe4 showing your account name, cancellation date, and refund status (if applicable).

If you do not receive written confirmation within 3 business days, send a follow-up email and escalate if needed.

Mistake four: cancelling via app store without notifying KnowBe4

If you purchased through iOS or Google Play, cancelling in the app store does not automatically delete your KnowBe4 account or export your data. Contact KnowBe4 separately to request a data export or account deletion if that matters to you.

Mistake five: missing the refund window and not knowing your rights

Many organisations assume they cannot get a refund after 14 days and accept the loss. In reality, consumer law may still protect you if KnowBe4 misled you, buried cancellation options, or failed to deliver the service. Document any failures and contact the Consumer Goods and Services Ombud South Africa.

Checklist before you cancel KnowBe4

Use this checklist to ensure you do not miss any steps and can defend your cancellation if a dispute arises.

When to escalate your cancellation dispute

If KnowBe4 ignores your cancellation request, denies your refund within 14 days, or continues charging after you've cancelled, you have recourse under South African consumer law.

Step one: escalate within KnowBe4

Reply to the most recent support email and state clearly that your cancellation request has not been honoured. Ask for an immediate escalation to a manager or compliance team and set a deadline of 5 business days for a response.

Step two: contact the consumer goods and services ombud south africa

If KnowBe4 does not respond or refuses your request, file a complaint with the Consumer Goods and Services Ombud (www.cgso.org.za). The Ombud investigates disputes about unfair terms, service failures, and refund denials at no cost to you.

Include copies of your purchase confirmation, cancellation email, and all responses (or lack thereof) from KnowBe4.

Step three: involve the national credit regulator (if paid via credit)

If you paid via credit card and KnowBe4 refuses to refund, you can dispute the charge with your card issuer and reference the cooling-off window or KnowBe4's service failure. Your bank can reverse the charge and launch a chargeback investigation.

Why stopee helps you cancel with confidence

Stopee has built a platform to track your subscriptions, alert you before your cancellation window closes, and guide you step-by-step through the cancellation process for services like KnowBe4. Too many organisations lose refund entitlements because they miss the 14-day deadline or forget to get written confirmation.

Stopee reminds you of your cancellation date, provides email templates, and stores your confirmation emails so you have proof if a dispute arises. Stopee has helped thousands of consumers and businesses cancel unwanted subscriptions and reclaim money they thought was lost.

Whether you need to cancel KnowBe4 within the refund window or escalate a dispute after 14 days, Stopee gives you the tools and knowledge to act fast and stay protected.

Summary and next steps

Cancelling KnowBe4 in South Africa is straightforward if you act within 14 days and send a formal email to support@knowbe4.com. You are entitled to a refund of your subscription fee for unused service during that window, and consumer law backs your right to change your mind.

If you purchased through iOS or Google Play, cancel directly in the app store instead. After 14 days, you lose the automatic refund, but you can still cancel to stop future charges. If KnowBe4 ignores your request or refuses a refund you believe is fair, escalate to the Consumer Goods and Services Ombud South Africa.

Visit Stopee.com to access templates, track your cancellation deadline, and get instant support for cancelling KnowBe4 or any other subscription. Stopee is your partner in staying in control of your subscriptions and protecting your money.